Recognizing medical/physical impairments

Scenario 1 Confused Customer

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

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?

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

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

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

Scenario 2 Difficulty Walking

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

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)

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 email 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

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

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

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.

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

Scenario 3 Temporary DIS ID Customer

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

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?

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”

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

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?

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

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?

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?

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

Scenario 4 – Examiners Only Post Test Discussion

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

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

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

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

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

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