Brandy M. Cassada

· Oversee and manage all operations of the Bureau of Financial Responsibility including providing support and direction to assistant supervisors and subordinate staff ensuring peak productivity and accuracy of work performed while operating in accordance with state statutes and administrative rules

· Evaluate supervisory and staff performance including administering discipline while maintaining a healthy and thriving work environment and promoting professional development Bureau wide

· Effectively communicate Bureau workflows, work productivity and targets, potential obstacles including proposed solutions through weekly and monthly reporting to Division leadership

· Manage a $2.75-million-dollar budget in addition to federal grant management of the Fatal Accident Reporting System (FARS) for the State of New Hampshire

· Ascertain the impact of proposed legislation and monitoring the legislative process for Senate and House bills applicable to the Bureau as well as provide reporting and recommendation to Division leadership

· Strategic planning, author project concept documentation, and including grant writing for proposed projects to enhance technology, Bureau performance, and meet federal mandate target dates

Bureau subject matter expert and liaison for stakeholders, state, federal, and jurisdictional partners

· Conduct official audits of municipal agents, boat agents, and DMV offices including evaluation procedures, evaluating proper security of state assets, revenue, and documents, analyzing, and reconciling inventory and financial reports of state assets and revenue ensuring compliance with state statutes and administrative rules

· Publish evaluations, findings, and administer invoices for missing inventory units, if applicable, through official audit reports

· Conduct quarterly, state fiscal, as well as federal fiscal year internal audits of the International Registration Plan office for federal heavy vehicle use tax compliance with findings and evaluations published through official reports

· Fleet management of DMV state-issued cars including arranging inspection and repairs ensuring safety, assigning and tracking of vehicles to staff, monitoring monthly and yearly mileage to meet requirements

· Federal grant management of NH FARS

· Auditing and preparing CDL Medical Waivers for intrastate commerce – working with commercial drivers and their medical providers to ensure proper completion of documents according to RSA 266:17 III prior to the Commissioner of Safety’s Office for consideration and signature

· Track and present quarterly data of conservation plates for stakeholders

· Occasionally assist with management of DMV billing and requisitions for SFY budget

· Partner with other bureaus within the DMV to meet targets and deadlines

· Assisted with the state’s response to COVID at call centers and vaccination sites

· Provide administrative and clerical support to the Director, Deputy Director, Assistant Director, and Supervisor

· Auditing and preparing CDL medical waivers

· Processing and issuing tinted window medical waivers in accordance with Saf-C 2500

· One of two staff members who process complaints and concerns from law enforcement, health care providers, and family members regarding potential unsafe drivers who be summoned to a hearing, reexamination, or an immediate suspension of driving privileges

· Process and correspond with law enforcement and government agencies in the request of DMV license images/dossier reports for the purpose of criminal investigation, adhering to the Driver Privacy Act

· Primary contact for the Commissioner’s Office in processing and issuing controlled plates for vehicle registrations

· Document and track DMV comment cards from customers, presenting data gauging the overall health of the agency’s customer service

· Act a liaison to government for officials and customers regarding concerns or difficulties with the DMV

· Effectively communicate customer’s concerns/difficulties to bureau administrators and their support staff, assisting with problem-solving and resolution

· Provide excellent customer service, within the organization and externally, face-to-face, over the phone, and through written correspondence

· Assist with Director’s Review of Administrative License Suspension involved cases

· Assist with RSA 91-A, Right to Know, requests involving DMV

· Assist when needed in the DMV vault, auditing and reconciling clerk work and preparing the daily deposit for the Department business office

· Recommend modification in work procedures for efficiency while in accordance with state statutes and administrative rules

· Approve or deny applications for titles submitted by NH city/town clerks, NH auto dealers, insurance companies, lien holders, and private citizens verifying authenticity of supporting documents to issue motor vehicle titles according to Chapter RSA 261

· Prepare correspondence for notification of title suspense

· Suggest investigation when fraud may be present

· Process and give results or deny notification of abandoned/mechanic liens ensuring all documentation submitted are complete and in accordance with the Driver Privacy Act and Saf-C 1913

· Provide excellent customer service over the phone, and internally, to citizens, NH city/town clerks, lien holders, motor vehicle dealers, and DMV colleagues

· Assist with the training of new hires in all areas of Title Bureau duties

· Lead training for NH dealer and lienholder classes

Analyze, evaluate, and suggest methodology to improve workflow while adhering to applicable statutes and administrative rules

· Assist customers to ensure they have the correct forms and audit documentation to obtain NH credentials

· Administer eye exam for license testing and renewal

· First line of defense in fraud detection of documents

· Answer questions and direct customers to the correct areas of the DMV depending on their specific needs

· Provide excellent front-facing customer service

· Oversee and manage all operation and employees during a 15-hour, overnight shift

· Logistically coordinate incoming calls and supervise company assets for peak operation while maintaining cost-effectiveness

· Work in accordance with local law enforcement agencies, responding to emergency calls

· Utilize a wide variety of resource materials to aid drivers in the field

· Determine type and nature of personnel and equipment needed

· Perform call taker duties consisting of detailed information form the public, businesses, local law enforcement, etc. using multiple phone lines

· Responsible for logging all business on paper as well as in the computer using the Tracker application

· Audit daily work of daytime staff, drivers, and reconcile payments

· Effectively evaluate situations, solve issues, and enforce company policies while maintaining a professional environment

· Release of personal belongings and motor vehicles impounded by law enforcement in accordance with TX Chapter 2302

· Other duties include but not limited to writing certified letters, accounts receivable/payable, and clerical work