PURPOSE

This procedure provides CSC management with guidelines for using manager's discretion in CSC daily operations and for customer service situations (product issuance, customer service issues) that are not clearly defined in policies, procedures, and Virginia Law.

DESCRIPTION

CSCs managers are responsible for making customer service and operational decisions at the CSC level whenever possible. DMV authorizes CSC management to use their manager's discretion to make business decisions for customer service or CSC operational issues not specifically covered in policy, procedure, or Virginia Law.

CSC managers and assistant managers are responsible to ensure that employees at all levels within the CSC make every effort to provide customers with the products and services at the time of application. Management is responsible to ensure that customers are not turned away unnecessarily. CSC management will instruct tellers to request further review from senior tellers and management for transactions that are not covered by DMV policy, procedure, or Virginia Law and it is not clear if customer service can be provided based on documents or information presented by the customer.

When CSC operational decisions must be made (i.e., modification to security profiles, access to CSC codes, etc.) where no specific guidelines exist, management is expected to analyze the situation, research policy and procedures, contact other resources if necessary, and exercise manager's discretion to make decisions within the boundaries of DMV policy, procedures, and Virginia Law.

Manager's discretion is NOT ALLOWED for:

• Proof of legal presence

• Proof of Primary and Secondary Residency (residency exceptions may be made in accordance with DLG-0401)
• Proof of Social Security Number (refer to DLG-0301 for listing of acceptable secondary documents)   END REVISION>>>>>
• Medical order and report determinations (made by Medical Review Services (MRS))
• Commercial Driver's License (CDL) overrides
• Salvage "Owner Retained Vehicle" (ORV) stops
• VIN replacement transactions/issues (must be sent to T&R at HQ)
• Driver Improvement (DI) Clinic extensions
• Hold suspension order in abeyance determinations for hearing requests submitted after order effective date
• Insurance monitoring order removal (multiple for same vehicle, same registration year)
• Amended abstracts (removing or changing customer's conviction)
• International Fuel Tax Agreement (IFTA) stops or suspensions
• Operating Authority (OA) suspensions
• Data Integrity (duplicate customer)
• SSN non-match with SSA issues (contact DMV DIRECT-Help Desk or Identification Review Services (IRS))>
• Odometer discrepancies (must contact Director of VSA)
• Collecting fee for third set of reissued plates to customer within same registration period

CSC management has the authority to refuse to issue DMV products or services whenever:

• Customers provide what is deemed as unsatisfactory or suspicious answers when questioned about some of the information on the application(s) or about some of the documents submitted.
• There is reason to believe the documents submitted have been altered, fraudulently obtained or are fake, forged, counterfeit, or otherwise non-genuine or illegitimate.

CSC MANAGEMENT DISCRETION PROCESS FOR CUSTOMER SERVICE ISSUES:

1. Review customer's application and all documents associated with the transaction.
2. Talk with the customer to clarify the situation and ask about availability of other documents.
3. Research policies, procedures, and Virginia Law.
4. Contact other CSC personnel/managers for input on similar situations.
5. Contact District Office for input.
6. Contact subject matter experts at HQ only after all other resources are exhausted.
7. Evaluate and make a determination based on input.
8. If products or services CANNOT BE ISSUED based on documents submitted, request that the customer submit further documentation. Do not forward documents to HQ for further review once CSC management determines documents to be unacceptable.
9. Document on the application that "Manager's Discretion" was used, what determination was made, sign your name, and include the resource for all information that led to the final determination, such as:
   1. Documents presented or used
   2. Factors that led to the decision
   3. Name of resources contacted for guidance and what information was provided
10. Retain documentation on file at the CSC (refer to CSCOM-1101), UNLESS documents are microfilmed and can be retrieved for later review. This will serve to validate the decision in the event there are customer complaints.

CSC MANAGEMENT DISCRETION PROCESS FOR CSC OPERATIONAL ISSUES:

1. Research policies, procedures to determine if guidelines exist.
2. Contact other CSC personnel/managers for input on standard business practices for similar situations.
3. Contact District Office for District Manager input.
4. Evaluate and make a determination based on input.

NOTE: Request and retain on file any authorizations as required by policy or procedures for operational decisions made using manager's discretion. Ensure that operational decisions are made within existing procedural boundaries.