1. Recognizing medical/physical impairments

2. Scenario 1
Confused Customer

4. Scenario 1 - Discussion Form Issued – MV3644 General
Reason – Confusion
How did the field agent interact with this customer?
tone/demeanor
language used appropriate for age group
rate of speech and volume

5. Scenario 1 - Discussion What questions did the field agent ask?
What is your date of birth?
Can you remember your address?
Where are you?
Who is the president?
What other questions might you ask?

6. Scenario 1 - Discussion
How did the field agent close the interaction with the customer?
Note for his wife on MV3644
Explained that he must see his doctor and why

7. Scenario 1 - Discussion Was the driver record checked? No
Always check the driving record! DMED may have customer on follow-up
Doctor could have already sent in paperwork, customer could have gone to another DMV and started tests

8. Scenario 1 - Discussion
What could the field agent have done better or different?

9. Scenario 2
Difficulty Walking

11. Scenario 2 - Discussion Form Issued – MV3644 General
Reason – Stroke
What did you notice about the customer as they approached the counter?
You should always try to assess each customer as they approach the counter
Using assistance - cane/wheelchair/another person
Amputation/prosthetic
Using oxygen
Mobility issue/walk with difficulty
Left/right side weakness
This customer did show he was having a hard time walking

12. Scenario 2 - Discussion What questions did the field agent ask?
Why are you walking with difficulty? – (How could this be said better?)
What happened? – (He stated he had a stroke)
How long ago? – (Field agent checks record for a follow up)

13. Scenario 2 - Discussion
Should the field agent have started him on a written test and completed a vision test?
This depends on the situation. In most cases the sequence of events should be:
Issuing the Medical – MV3644
Notify DMED in writing of what was observed (This can be an or a MV3141)
Information is received in DMED from the Physician, and entered on the driving record
Notice to appear for knowledge and signs testing is mailed
Customer takes the knowledge and signs tests (five attempts max)
Notice to appear for skills test (one attempt unless errors can be easily corrected or a limited area test is more appropriate)
Update driver record and issue license with/without restrictions, VTS or cancel the license if appropriate and offer a free ID

14. Scenario 2 - Discussion
If the customer is on a follow up and the medical has been received then the customer can be started on the written tests

15. Scenario 2 - Discussion
If there is no information about the medical condition, you can contact DMED to verify. It is suggested that you do not start the customer on the written test, because if they do in fact pass the written test but the medical is not acceptable and they should not drive it is more difficult to explain to the customer as they feel they have proven they can pass the written test and should be given a skills test

16. Scenario 2 - Discussion
Why is it important to check the driving record or contact DMED if you have a question?
Medical paperwork could have already been sent in by the doctor, DMED may have the customer on follow up, and the customer may have gone to another location and started tests, etc.

17. Scenario 2 - Discussion
What could the field agent have done better or different?

18. Scenario 3
Temporary DIS ID Customer

20. Scenario 3 - Discussion Form Issued – None
Reason – Customer expected to make a full recovery in a few months
What did you notice when the customer was walking up to the counter?
Can you tell if the condition is permanent or temporary? In some cases you can tell (i.e. broken leg with a cast) other times you cannot until you ask the customer, but you should still do the best job you can observing them walk to the counter

21. Scenario 3 - Discussion
What types of questions did the field agent ask the customer after he stated he wanted a temporary DIS ID?
Why are you walking with difficulty?
What happened?
How long ago did the accident happen?
Is it temporary?
Will you need surgery on your foot?

22. Scenario 3 - Discussion
How else did the field agent interact with the customer?
“We may need to get more information from your doctor”
“Let me check our records”
“Let me verify with my supervisor”

23. Scenario 3 - Discussion
What questions did the supervisor/team lead ask?
What is your prognosis over the next several weeks or months?

24. Scenario 3 - Discussion
Did the field agent look at the “Recognizing Physical/Mental Impairments Guide”?
When would you call a supervisor/team lead?
When would tests be needed?
When is a device supportive vs. assistive?

25. Scenario 3 - Discussion
Was it necessary to contact DMED? When would it be?
Medical situations vary and each is unique. It is always ok to ask a team lead, supervisor, co-worker or call DMED for assistance
Remember, this may be the first time you have seen this type of medical situation

26. Scenario 3 - Discussion Permanent Conditions
Usually require a medical, unless already noted on the driving record and DMED is aware or has the customer on follow up
There are some permanent conditions that do not require a follow up by DMED, can you think of any?

27. Scenario 3 - Discussion Temporary Conditions
Do not require a medical, and when issued in error can cause unnecessary medical costs for our customers
What are some unusual situations that you or a team member has come across? What was the outcome?

28. Scenario 3 - Discussion
What could the field agent have done better or different?

29. Scenario 4 – Examiners Only
Post Test Discussion

31. Scenario 4 - Discussion
Where are post test discussions held at your station?
Post test discussions should always be held in a private area, if possible
The normal road test discussion area is ok if no issues and driver passes
Check with the driver to see if it is ok to invite the accompanying driver into the post test discussion

32. Scenario 4 - Discussion Can you be prepared ahead of time?
Yes! There are common things to say when a customer is unsuccessful and options that should be provided and discussed with the customer
What should you discuss?
Be as specific as possible with each phase of the skills test. Use of the Road Test Review sheet along with the score sheet (MV3137) can be very helpful

33. Scenario 4 - Discussion What did the field agent do well?
He was patient, calm and very specific in the problem areas he saw on the skills test
He did use the road test review guide
He addressed the driver and accompanying driver appropriately during the conversation
He used good examples of safe driving habits
He redirected back to the topic when necessary

34. Scenario 4 - Discussion What did the field agent do well… continued
He did not offer a second test or an IP to practice
In some situations a second test or limited area test is an appropriate option, if very little correction is needed
An instruction permit should not be offered unless a professional driver training school or family member is committed to assist them, however, it is their right and if the customer asks we do need to provide the instruction permit
If an instruction permit is issued, the customer will still be given a Special Exam, not a regular Class D test

35. Scenario 4 - Discussion
What could the field agent have done better or different?
Keep post test discussion brief
Once the customer agreed to the get the ID card, politely end the discussion and escort them to the photo waiting area
Thank the accompanying driver
Use the word “unsuccessful” instead of “fail”
Provide the list of alternative transportation options for their county – see: N:SPECIAL EXAM/alternative transportation

36. Feedback Questions, comments or concerns?
Please contact us by at: DOT DMV BFS TTS