Job Specification

Purpose of Position :

To serve as first point of contact and provide specialized knowledge and advisory services, via telephone and other communication channels, concerning legislation, policies and procedures in respect of licensing, registration and monitoring of carriers travelling in the province and the licensing, registration and monitoring of motor vehicle inspection stations.

Duties / Responsibilities :

In the office responsible for issuing and renewing Commercial Vehicle Operator's Registration (CVOR) certificates, investigating contraventions, monitoring the operational safety performance of truck and bus operators and motor vehicle inspection stations (MVIS) in Ontario, the position is responsible for:
1. Providing specialized knowledge, information, legislative interpretation, and guidance regarding the CVOR application/registration process and the various aspects of the CVOR program, such as safety rating assignments and dispute mechanisms, registration exemptions, audits, inspection and maintenance criteria, and hours of service and logbook requirements.
2. Providing specialized knowledge, information, legislative interpretation, and guidance regarding the licensing, registration and monitoring of motor vehicle inspection stations in Ontario and the various aspects of the MVIS licensing program, such as order processing updates, technician credential clarification, site inspection criteria, and required tools.
3. Advising clients on the status of their registration applications for both CVOR and MVIS by accessing the Registration and Licensing System of Ontario (RLSO) and related tracking logs.
4. Referring clients to the ministry's website for application forms and other documents and providing technical support by assisting clients with navigating and accessing web-based application channels and products, if necessary. Identifies technical problems and moves issues through the tiered-level support model by liaising with next-level IT personnel; arranges for a call or web conference with the client or refers the client directly to IT personnel when necessary; logs tickets for issues with internal software and hardware through the IT Help Desk.
5. Providing program-specific information, such as: the requirements for and issuance of permits to carriers who are operating or transporting oversized or overweight vehicles and loads and the legal dimensions of vehicles and loads and the types of permits available; and to general and specific inquiries relating to commercial and non-commercial vehicles in Ontario. Researches relevant legislation/regulation/standard to respond to queries, if necessary, or liaises with other branch personnel (e.g. enforcement officers and policy advisors) for clarification or assistance.
6. Providing guidance and information relating to the safety inspection criteria for commercial and non-commercial motor vehicles, and the scope of the ministry's involvement in the complaint process. Provides information to clients about the inspection criteria for annual inspections for commercial motor vehicles and safety standard certificate inspections for vehicles that have transferred ownership advise; advised clients on the ministry's mandate for investigating complaints about potential fraudulent safeties and inspections.
7. Responding to queries on the MVIS Task Line (MVIS complaint line for fraudulent safety and/or improper safety inspections): assesses and determines whether or not complainants are eligible to file complaints with the ministry by Interviewing the client and assessing circumstances and applying knowledge of provincial inspection criteria standards/regulations and the statute of limitations (Provincial Offences Act). If eligible, files complaints on behalf of complainants by completing electronic complaint form and submitting it to the appropriate District for investigation.
8. Taking a proactive role in communicating information to the Team Lead on current issues and trends resulting from client interaction to improve tools, promote consistency in responses, and provide the highest quality service to clients; provides input and recommendations relating to issues, opportunities, and challenges.
9. Performing administrative functions such as: generating applications and sending to clients when requested or when necessary (fax, mail and email); updating client profile information on internal databases when authorization provided; reviewing applications for completion and accuracy; searching for missing applications and following up with appropriate personnel when necessary; receiving test results electronically from testing centres, confirming validity and forwarding to appropriate personnel for processing; sorting through incoming faxes, logging receipt and distributing to appropriate personnel; maintaining log of statistics for daily and monthly reporting purposes; filling fax machine and printer with paper or toner when required.
10. Drafting correspondence and briefing material in response to queries from operators, lawyers, police, insurance companies, other ministries and government jurisdictions in Canada and continental United States, Members of Parliament, agencies and the public.

Staffing and Licensing :

N/A

Knowledge :

Position requires knowledge of:
 Relevant provincial and federal legislation/regulations (e.g. Ontario Highway Traffic Act and its regulations, Ontario Provincial Offences Act), provincial and federal guides and handbooks pertaining to commercial motor vehicle registration, monitoring, inspection, and maintenance (e.g. Commercial Vehicle Operators' Safety Manual, Passenger and Light Duty Vehicle Inspection Standard Handbook, NSC Standard 11B CCMTA), regulatory guidance publications (e.g. #RG-08-001 on the subject of Determining Registered Gross Weight for Commercial Vehicles, #RG-08-001 on the subject of Designed Seating Capacity), and ministry circulatory documents (e.g. MVIS circulars with interpretations, statements of policy, cautionary advice and matters of general interest to motor vehicle inspection stations) to provide advice, guidance and interpretation to clients.
 Ministry/division/branch mandate, programs, policies, directives and procedures and organizational structure; and the mandate of other ministry divisions/branches (e.g. Licensing Control (Medical Review Board), MTO Claims, etc.) and provincial services (e.g. Driver and Vehicle Licensing (ServiceOntario), external government and non-government regulatory agencies/bodies (e.g. Ontario Highway Transport Board, Ontario Trucking Association, etc.) to refer or direct clients for assistance with ministry-related matters outside of the scope of the branch or for further information.
 The transportation sector (e.g. trucking companies, carriers, commercial vehicle operators, motor vehicle inspection stations, etc.) to link the legislative requirements to certification/licensing/monitoring activities; to provide information and legislation interpretation appropriate to the client.
 Privacy and security principles and practices for payment card industry compliance standards, the release of information and to respond to client inquiries, including the Freedom of Information and Protection of Privacy Act (FOIPPA).
 OPS Customer Quality Service Standards to consistently provide professional, responsive customer service.
 Information gathering and research methods, techniques and tools to identify, source and compile information for clients.
 Specialized ministry applications (e.g. RLSO), call centre software (e.g. iceBAR) and internal information sharing platforms (e.g. SharePoint).

Skills :

The position requires:
 Advisory and consultation skills to identify key issues and provide guidance on the interpretation of legislation and branch programs and services.
 Analytical and problem-solving skills to assess and synthesize client needs, determine compliance with programs or that eligibility for programs has been met, and to determine whether information provided by client is accurate.
 Consultation and communication skills to explain complex programs (provincial, federal) and the interpretation of legislation in simple language.
 Courtesy, professionalism, tact and diplomacy to build rapport with clients, and interface with them in providing information and support; to effectively resolve their problems and concerns.
 Customer service orientation to consistently provide an optimum level of service to clients and be fully responsive to their needs.
 Organization and time management skills, including the ability to prioritize multiple and competing demands in a fast-paced, high client volume environment.
 Political acuity to identify situations and occurrences with political overtones and to respond in a manner that does not compromise service and/or problem resolution.
 Reasoning and listening skills to employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients.
 Relationship management and collaboration skills to develop and maintain collaborative relationships within a team environment and to support continual improvement.
 Research skills to maintain awareness of current operating policies, processes, and standard levels for quality client services; to provide input to the development of new and revised business processes.
 Tactical communication skills to maintain composure and adjust behaviour to suit the individual and situation and to diffuse situations when required, adjusting communication style to accommodate resistance from potentially irate, upset clients.
 Verbal and written communication skills to: paraphrase complex policy and procedure information into logical and concise presentations that clients can understand and act upon; to obtain or provide information; and to liaise with program area staff regarding referred matters; to prepare correspondence, reports and other material.

Technical Skills:
 Keyboarding skills at 50 wpm

Freedom of Action :

The position works under the general supervision of the Manager and within the parameters of established legislation, regulations and ministry, government policies, process and procedures.
The position works in a team environment and is a primary point of contact and one-stop approach to delivering services within a contact centre environment. Judgement and discretion are exercised in accurately interpreting and applying multiple regulations, policies and procedures to ensure the best possible outcome to the client's queries or situation. Judgement is applied when analyzing the details, querying the client, and determining and making decisions regarding the acceptability of complaints pertaining to motor vehicle safety inspections. The position exercises judgement and applying knowledge of the program area to ask key questions and provide information in a fast-paced environment, occasionally under urgent circumstances. The position has the freedom to identify issues and trends through client interaction and provide valuable input into improving client service and outcomes. The position has responsibility for ensuring the confidentiality, security and integrity of Government and client data/information at all times.
The position is relied on to provide specialized knowledge and advisory services to ministry clients and is accountable for correct interpretation of applicable legislation, policies and procedures. Failure to appropriately identify client needs, inquiries, complaints, problems and concerns and to correctly interpret provisions and limitations programs/legislation could impact on the provision of timely, quality customer service, and could result in reduced confidence levels; public criticism and/or complaints to management/senior management, the Minister's Office and MPP's.
Job refers only those situations which may have political consequences or are complex in nature to the Manager. Work is reviewed through consultation with the Manager and assessed for quality, adherence to legislation, program policies and procedures and achievement of performance targets. Technical guidance is available from the Team Lead.