Standard-Bearers: DMV Sees Largest Front-Line Hiring

A New Era for North Carolina's DMV

It is not often that a governor attends a graduation ceremony, especially one for new driver’s license examiners at the Division of Motor Vehicles (DMV). However, the recent event marked a significant milestone in the agency's efforts to improve service and reduce wait times. The 149 graduates who received their certificates on Wednesday represent the largest graduating class in DMV history. This expansion of the workforce is a crucial part of the agency's strategy to address long lines and inefficiencies at driver's license offices.

The class includes 64 new examiners who filled positions authorized by the General Assembly this summer. This marks the first growth in driver’s license office staff in over two decades. Governor Josh Stein acknowledged the importance of their work, even if it is often overlooked by the public.

"I want to thank you, the graduates sitting in front of me, for stepping up and saying yes to serving the people of North Carolina," Stein said. "You will make a difference in people's daily lives - in their work, in their ability to travel and above all in how they feel about the state of North Carolina's government. So let's show them that we work for them."

Diverse Backgrounds Bring New Perspectives

Few individuals enter the field of driver’s license examination directly after high school or college. Most of the new hires have spent years in other careers before making the switch. For example, Kashante Forte, now working in the Raleigh East office, was laid off as a federal contractor earlier this year. Justin Hernker, who now works in the Durham East office, was a self-employed web designer for 15 years before seeking a more people-oriented job.

Christal Dunlap, who works in the Raeford office, had retired after 20 years as a paralegal in the Army. She decided to join the DMV after visiting an office with her daughter to get her license. "I saw the line, the challenges and, once inside, I saw the 'We're now hiring' sign," she said. "So I was like, let me see if I can be part of the solution."

Efforts to Improve DMV Services

With the support of lawmakers, the DMV has taken several steps to shorten wait times at its offices. One such effort is a bill signed into law in September that allows residents to renew a driver's license or state identification card two consecutive times online, provided their credential is not a REAL ID.

In the first two months, this law enabled 80,000 additional people to renew their license or ID online. Stein noted the impact of this change. "That's 80,000 people who before had to go to a DMV office and get in line with all the other people, slowing everybody down," he said. "It was a good move."

While the focus on online services is important, the event on Wednesday was also a time to celebrate the new employees. DMV Commissioner Paul Tine called them "standard-bearers" for an agency that is placing a new emphasis on customer service.

"You, our front-line examiners, are the most important people in making all this come true," Tine told them. "Your smile, your patience, your knowledge, your commitment will shape their entire view of North Carolina state government."

Challenges and Progress

The addition of 64 new license examiners means the DMV now has one employee for each computer terminal at its 115 offices statewide. This is an improvement from previous years, when many terminals went unused. However, Tine acknowledged that the agency is still short-staffed when considering factors like vacations, sick time, training, and extra duties such as Saturday hours.

"We've still got a ways to go," he said. "But every little step helps, and I'm excited about the progress that we're making."