May 7, 2020

COVID-19 Reopening Plan

DVS Reopening Plan 1

Table of Contents EXECUTIVE SUMMARY ............................................................................................................................... 2

I. DPS Procedure for Wellness Screenings ................................................................................................ 3

Tennessen Notice for Wellness Screenings ....................................................................................................... 9

Screening Form ............................................................................................................................................... 10

II. SOCIAL DISTANCING RECOMMENDATIONS .................................................................................... 12

III. DVS PROGRAM AREA PLANS AT TOWN SQUARE .......................................................................... 15

IV. SUPPLIES ......................................................................................................................................... 19

V. SIGNAGE OPTIONS ............................................................................................................................ 20

VI. STAFFING PLANS ............................................................................................................................ 24

VII. Return of Driver’s License Road Testing ........................................................................................... 31

VIII. Program Area Work Zones ................................................................................................................ 35

IX. TSQ Traffic Flow ................................................................................................................................... 37

DVS Reopening Plan 2

EXECUTIVE SUMMARY

The contents of the COVID-19 plan were developed by the DVS leadership team over a three-week period (April 13 – May 1, 2020). The plan outlines the steps and processes DVS implemented the week of April 20, 2020 for a limited number of staff returning to the DVS Town Square office. Staff returned to process mail transactions, make deposits, and scan documents. Teams begin to organizing their mail and processing items in their backlogs. They work three days per week. This plan coincides with the emergency executive orders issued by Governor Walz. At this time, the stay at home order is set to expire at 11:59 p.m. on May 17. This plan may be changed or modified based on any additional changes or modifications to the stay at home executive order. DVS key strategies to provide a safe and healthy work environment include:

1. Conducting daily wellness checks for all who enter DVS office locations. The process for checks is included in this document. Temperature checks are optional. All customers and staff must comply with the daily wellness check in order to work or conduct business in a DVS office.

2. Continuing telework. Even when the stay at home order is lifted, telework will stay in place to minimize the number of staff in the office.

3. Maintaining the CDC and MDH social distancing guidelines. Offices must ensure signs are posted and floors clearly marked for customers standing in line.

4. Wearing face coverings. Wearing a covering is a requirement for entering the building. Each employee will be provided a cloth face covering or have the option of wearing one of their own.

5. Creating work zones. Staff will be assigned to their work locations and asked to stay within their work zones. Exceptions for work purposes can be made.

6. Disinfecting work surfaces and using hand sanitizers. Supplies have been ordered for use by staff and customers.

These strategies are best practices we know of today. We will modify our strategies as time goes on and the situation changes. Please feel free to bring forward your suggestions. Members of the leadership team include: Emma Corrie, DVS Director; Andrea Fasbender, Driver Services Program Director; Thomas Henderson, Vehicle Services Program Director; Thomas DeVita, Support Services Program Director; Tony Anderson, MNDRIVE Program Director; Tami Bartholomew, Administrative Supervisor; and Dawn Olson, Project Management Program Director.

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I. DPS Procedure for Wellness Screenings

EFFECTIVE DATES

Effective April 27, 2020. Remains in effect until COVID-19 is no longer a direct threat to the public welfare. This determination will be made by the Division Director, the DPS Commissioner’s Office, and the DPS’ ADA Coordinator based on guidance from federal and state resources on COVID-19.

PURPOSE

DPS Procedure for Wellness Screenings is a temporary process to help prevent the spread of COVID-19 through preventative screening of employees and visitors prior to entering DPS facilities. This procedure has been developed in accordance with the MMB Employee Temperature Screening Procedure.

SCOPE

All DPS employees and DPS visitors, at all locations.

DEFINITIONS

DPS visitors: Anyone other than a DPS employee seeking access to DPS facilities.

Hand Hygiene: Wash hands with soap and water for at least 20 seconds. If soap and water are not available, use a hand sanitizer with at least 60% alcohol. If hands are visibly soiled, soap and water should be used before using alcohol-based hand sanitizer.

Tennessen Warning: In Minnesota, the state government must give individuals notice when collecting private or confidential information from them. This is referred to as a “Tennessen warning notice.” A specific Tennessen Warning is attached to this procedure for use when conducting screenings.

Wellness Screening: Wellness Screenings are designed to identify individuals who may have or may have been exposed to the COVID-19 virus. A Wellness Screening includes asking health screening questions and may include taking temperature. If an individual has a fever or responds in the positive to the screening questions, the individual will be denied entry.

Wellness Screening Form: This form IS ONLY completed if an employee or visitor is denied access based on the Wellness Screening. The form should be completed by the staff member conducting the screening immediately after a failed screening. This form is considered medical information and should be immediately placed in a secured location until it can be transferred to the DPS ADA Coordinator’s office.

Wellness Screening Staff: Employees who are designated as Wellness Screening Staff are trained to conduct temperature checks and ask screening questions. Wellness Screening Staff understand the confidential nature of their work and maintain their professionalism at all times. Wellness Screening Staff will be supervisors within DPS.

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EXPECTATIONS FOR WELLNESS SCREENING STAFF

On a daily basis, Wellness Screening Staff will:

• Follow all cleanliness/hygiene protocols • Conduct Wellness Screenings on all employees and visitors • Maintain strict confidentiality about the outcome of all Wellness Screenings • Consult with Human Resources/DPS ADA Coordinator, as needed • Remain updated on necessary training bulletins

CONFIDENTIALITY REQUIRED

The verbal Wellness Screenings and the written Wellness Screening Form are medical information. This information is confidential under state and federal laws and must be treated accordingly. Do not disclose any information obtained during a screening (verbal or written) except to Human Resources or the DPS ADA Coordinator.

Any resulting Wellness Screening Forms will be treated as medical information and stored in the DPS ADA Coordinator’s office in accordance with state and federal law.

TENNESSEN WARNING

A Tennessen Warning must be provided to employees and visitors before conducting a Wellness Screening. This can be accomplished in two ways. Each employee and visitor may be given a personal copy of the Tennessen Warning to read before the screening. Alternatively, the required Tennessen notice may be displayed prominently and proximate to the actual screening location.

Regardless of how the Tennessen Warning is provided, it is critical that every individual see the warning, every time they are to be screened.

SOCIAL DISTANCING IN WAITING AREAS

Wellness Screening staff should ask employees and visitors to maintain social distancing while waiting to enter the facility. It may be necessary to create signage or other guidance to help individuals understand how to best maintain social distancing while waiting.

WELLNESS SCREENING STAFF AND STATIONS

Before conducting screenings, Wellness Screening staff must be trained. DPS will provide the training and any training updates. Wellness Screening staff will be given copies of CDC guidance on wearing/removing protective equipment and wearing/removing/cleaning face masks and are expected to follow guidelines.

DPS will provide the following equipment for Wellness Screening staff in or adjacent to the screening locations:

• Soap/water or hand sanitizer with at least 60% alcohol • Alcohol wipes (or isopropyl alcohol on a cotton swab) • Disposable or touchless thermometers • Cloth face masks and eye protection (goggles or full face shield)

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PROCEDURES FOR CONDUCTING WELLNESS SCREENING

I. Hygiene Preparations before Wellness Screenings

a. Wellness screening staff must perform Hand Hygiene before conducting screenings.

b. Put on appropriate protective gear (face covering/eye protection) following the CDC guidance that was provided at training.

c. Repeat this process after leaving the screening area for any reason, e.g., breaks/lunch.

II. Invite the employee or visitor into the Wellness Screening area

a. Protect privacy.

i. Conduct Wellness Screening away from other employees or visitors to prevent unnecessary dissemination of medical information. This includes conducting Wellness Screenings in an area that will allow individuals who cannot pass the Wellness Screening to leave discretely.

ii. Only one individual should be in the Wellness Screening area with the Wellness Screening staff member. Exceptions should be made as necessary, e.g., for small children, individuals requiring assistance due to a disability or for language assistance.

III. Confirm awareness of Tennessen Warning

a. Verbally confirm the employee or visitor is aware of the Tennessen Warning. Request and gives verbal consent to conduct a Wellness Screening. For example:

Have you reviewed the Tennessen Warning? If yes - Do you consent to be screened today?

IV. Review Health Screening Questions

a. During the health screening, employees and visitors will be asked a set of screening questions. Individuals should answer the screening questions based on their own information and understanding. You should refrain from offering your opinion or advice.

b. Do not challenge the individual’s own assessment even if the individual appears “sick.” Instead contact Human Resources or the DPS’ ADA Coordinator.

c. If the individual answers “yes” to any question, go to Denying Entry Based on a Wellness Screening (Section VI).

d. If the individual answers “no” to all questions, grant access to the facility.

e. All health screen questions must be read exactly as follows:

i. Have you been in close and prolonged physical contact (within less than 6 feet for at least 10 minutes) with an individual who has tested positive for or been diagnosed with COVID-19, or exposed to their cough or sneeze, within the last 14 calendar days; or have you tested positive for or been diagnosed with COVID-19 within the last 14 calendar days?

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ii. Have you had a fever or felt feverish in the past 72 hours?

iii. Have you taken any fever-reducing medication to reduce a fever in the past 72 hours?

iv. Have you had cough, shortness of breath, or any other symptoms of COVID-19 (muscle aches, headache, sore throat, diarrhea, or loss of taste or smell) within the last 72 hours?

V. Conduct Optional Temperature Check Screening

a. Take temperature.

i. If temperature is under 100.4°F:

1. Go to Review Health Screening Questions.

ii. If temperature is equal to OR greater than 100.4°F:

1. Discretely inform the individual of his/her actual temperature. Explain briefly that he/she will not be admitted today as a precaution per DPS’ procedure. Go to Denying Entry Based on a Wellness Screening (Section VI).

2. If the individual disputes the reading, offer a single re-test by following the process outlined for error readings. Do not offer more than one re-test.

3. If the individual is refuse to leave or to participate in a re-test, contact Security or call 911.

iii. Error reading:

1. Discretely ask the individual to continue waiting in waiting area while maintaining social distance for 10 minutes. Do not admit to DPS facilities.

2. After 10 minutes, re-call the individual and re-take temperature. Use the re-take temperature to determine whether you will deny access.

3. If second error reading occurs, do not require employee or visitor to submit to another waiting period. Grant or deny access to the individual based solely on the health screening questions.

b. If physical contact occurs during the temperature screening process, Wellness Screening Staff must follow the hygiene process below.

i. NOTE: Contact includes any touching by you or others of your face or your facemask. It also includes any physical contact between you and the individual being screened.

ii. If no physical contact occurred and you have not touched your face/mask, Hand Hygiene is optional, but not required.

VI. Denying Entry Based on a Wellness Screening a. For visitors: Discretely explain that he/she will not be admitted to DPS’ facilities as a

precaution based on the health screening. Do not make statements or assumptions about whether the individual may or may not have COVID-19. Remain calm, respectful, and clear

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that they do not have permission to access the facility today. Explain that he/she may return when he/she:

• Can answer “no” to both health screening questions • (if applicable) Has a temperature under 100.4°F

With the visitor still present, complete a Wellness Screening Form. If a visitor refuses to provide his/her name for the form, write “declined to provide” in the appropriate area. After the visitor leaves, immediately take the form to a secure location (locked/limited access) until it can be transferred to the DPS ADA Coordinator’s office.

i. If visitors have questions/concerns about the Wellness Screening procedure or the results of their personal screening, Wellness Screening Staff should direct those individuals to email the DPS ADA Coordinator at DPS.IA@state.mn.us.

ii. If the visitor will not leave, contact law enforcement or Security. Do not argue/challenge the visitor. Do not physically restrain or block access. No service shall be provided to the customer is they enter without a screening or permission.

b. For employees: Same as visitors, except staff should advise the employee to contact his/her supervisor per their normal sick leave process to report an absence.

i. Wellness Screening Staff must report the name of any employee who does not pass a Wellness Screening to Human Resources at DPSH-COVID@state.mn.us as soon as practicable. It is permissible to share all information about the Wellness Screening and/or the employee with Human Resources or the DPS ADA Coordinator.

ii. Wellness Screening Staff may report the employee’s absence to his/her supervisor. The supervisor must not be given any other information other than the employee’s absence, as it is confidential medical information.

VII. Following Final Wellness Screening/ End Shift a. Remove and properly discard all disposable equipment. b. Disinfect non-disposable equipment, including touchless thermometer according to

manufacture instructions. c. Remove any protective equipment following training/CDC guidance. d. Transport used cloth facemasks in a plastic bag to be laundered using a normal washing

machine and dryer before next use. e. Perform Hand Hygiene.

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HYGIENE PROCESS FOR CONTACT DURING SCREENING

In the event of physical contact during a screening, Wellness Screening Staff should immediately, before the next check, conduct the appropriate hygiene process.

a. For contact with your own face, but no contact with others, you must perform Hand Hygiene.

b. For physical contact with the individual, before the next check you must do all of the following:

i. Clean protective equipment with an alcohol wipe (or isopropyl alcohol on a cotton swab).

ii. If physical contact was made with your facemask, exchange for a clean mask and put the soiled mask into a plastic bag to be laundered.

iii. Perform Hand Hygiene.

iv. Touchless thermometers must be cleaned with an alcohol wipe (or isopropyl alcohol on a cotton swab) between each check. The same wipe can be reused as long as it remains wet.

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Tennessen Notice for Wellness Screenings

Prior to entering the facility, all individuals will be asked a series of questions and may be asked to undergo temperature screening. This data is classified as private under the Minnesota Government Data Practices Act. We will use this data to screen individuals seeking admission to the facility for potential health risks to try to avoid the potential of spreading contagious diseases. The data helps us to determine whether risk factors are present and whether you will be denied admission for the protection of agency staff and/or the public. This is not a COVID-19 test and is not a determination of whether or not an individual is infected with or has been exposed to COVID-19. This data will be gathered and reviewed by agency staff, including non-medical personnel, in deciding whether to permit you admission to agency facilities. You are not legally required to provide this data and providing the data is voluntary. However, if you refuse to provide the data, you will not be admitted to agency facilities. The data collected from you may be shared with agency staff collecting the data, agency HR staff, the agency safety administrator, agency management, and other persons or entities authorized by law.

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Screening Form

(Screening administrator should fill out the information on the form, rather than the individuals being screened.) Name of Screener: _______________________________________________ Date: ____________________________ Name of screened individual: _________________________________________ Employee, contractor, or visitor? _____________________________________

1. Have you been in close and prolonged physical contact (within less than 6 feet for at least 10 minutes) with an individual who has tested positive for or been diagnosed with COVID-19, or exposed to their cough or sneeze, within the last 14 calendar days; or have you tested positive for or been diagnosed with COVID-19 within the last 14 calendar days?

Yes ____________ No______________

2. Have you had a fever or felt feverish in the past 72 hours?

Yes ____________ No______________

3. Have you taken any fever-reducing medication to reduce a fever in the past 72 hours?

Yes ____________ No______________

4. Have you had cough, shortness of breath, or any other symptoms of COVID-19 (muscle aches, headache, sore throat, diarrhea, or loss of taste or smell) within the last 72 hours?

Yes ____________ No______________

Any “YES” answers= Inform individual they may not enter and must leave the facility All “No” answers= Take temperature Temperature: _________________________________

• If temperature 100.4 F or greater, inform individual they may not enter and must leave the facility. • If temperature under 100.4 F, individual may enter the facility.

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TIME IN EMPLOYEE WORK AREA

WORK BEING PERFORMED

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II. SOCIAL DISTANCING RECOMMENDATIONS

A. TOWN SQUARE

1. A map or floor plan may help employees and customers better understand where to wait, zones, and traffic patterns

2. Employee work spaces: a. Use facial coverings/masks during Wellness Screenings and whenever away from desk. b. Make sure that the 6 ft. rule is applied

i. Stagger cubicles wherever possible. ii. Coordinate front counter/behind the scene agents to allow for more spacing.

iii. Increase desk size and/or install physical barriers between the employee and the customer.

iv. Questions can be asked via email/skype to ensure social distancing as well v. Staff should remain at their desk, restrict staff from wandering around or going to

other areas.

c. Optimize Telework i. Provide more laptops for more agents to work from home.

ii. Continue to telework unless advised otherwise

d. Stagger start times to reduce the number of TSQ staff in the office. i. Flex-time to stagger and offset lunches/breaks, start/ending times. ii. Potential expand hours.

e. Breakrooms i. Stagger lunch and break times

ii. Use the break room only for washing hands, storing perishable food, and heating food. Bring food back to workspace for consumption.

iii. Do not spend a prolonged period of time within the breakroom. iv. Before conducting activity:

1. Wash hands with soap/water or use hand sanitizer 2. Prior to using shared surfaces and equipment (e.g. refrigerator, microwave,

drawers, or cupboards), wipe down handles with supplied wipes or solution. 3. Wipe down work surface

v. When finished: 1. Wipe down all handles and work surfaces. 2. Wash hands with soap/water or use hand sanitizer.

3. Front counter: a. Apply floor (large dots/large X) markings so customers know where to stand – 6 ft. between

and from the counters. b. Use workstations and posters. c. Provide more staff to assist with checking what customers are in the office to do and do they

have the correct documentation before standing in line. i. Training should be provided how to manage correctly

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d. Continue to limit the amount of customers in the lobby area. All DVS offices must obtain and secure floor markings for customers. TSQ has partnered with Bremer Tower management in securing approved markings.

e. Limit only customer per marking to be in line unless elderly or interpreter f. Driver Evaluators meet customers at the counter versus bringing them in DEV work area.

Limited Licenses and some transactions do not require a sit down meeting, they can be completed quickly and efficiently at the counter

g. Queuing System h. Pagers and/or texting capabilities i. Self-check in – if no FastDS interface to verify may increase the number of customers in the

wrong queue. i. Waiting in lines

1. Continue taped markings on floor, signs, staff monitoring 2. FAS has reached out to the TSQ property manager for more permanent markings

in the Rotunda.

4. Knowledge testing a. Continue spacing 6 ft. apart b. Invest in cabling to move test machines at least 6 ft. apart c. Discussions are underway to determine if knowledge tests can be administered online by an

instructor or proxy.

Note: Many test machines across the state are grouped together (built/physically attached), complicating that effort.

B. Road Tests

1. During Road Tests: a. If the standards and expectations for social distancing can be met by effective use of PPE,

then we may be able to consider returning to “regular” road tests with the applicant providing the vehicle for testing

b. Examples of PPE (from OSHA) include: i. Gloves

ii. Facial coverings c. Taking of an applicant’s temperature could be an added precautionary idea d. Assess a testing fee for each road test. The option of road test fees had been discussed by the

Exam Efficiencies Task Force, as well as Exam supervisors and DVS Management before the COVID-19 outbreak.

Note: DS will not know how many of our Exam personnel, examiners and clerks, will be ready or able to come back to work. Rescheduling and opening up the appointments will be dependent on staffing and the number of offices open.

C. Lobby Queuing System

DVS staff have researched queuing systems, including NemoQ, to determine the capabilities for social distancing and appointment functionality to minimize the number of customers in the lobby/in line at all DVS locations. To date, the recommendation is to utilize the Fast Lobby system for customers to

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interact with offices. This system will be tested at DVS Town Square and Arden Hills before launching statewide.

1. In the regional office a. All exam services are by appointment b. Applications will not be accepted at exam stations – they will only be testing

D. Driver’s License Testing (Knowledge and Skill) 1. Social distancing will be maintained at the Automated Knowledge Testing Machines 2. Further researching:

a. Timed knowledge tests b. Appointments for tests

E. What if someone at work has tested positive for COVID-19?

1. If the employee is experiencing symptoms consistent with COVID-19, but it has not been confirmed: a. Isolate at home at least 7 days since symptoms first appeared AND b. At least 3 days (72 hours) have passed since recovery (no fever w/o use of fever-reducing

medications and improvement in respiratory symptoms (cough, shortness of breath).

2. If the employee is suspected or confirmed of having COVID-19: a. If employee becomes sick during day:

i. The employee should immediately notify their supervisor ii. Discretely move employee to a designated room for isolation.

iii. Protecting privacy, a Wellness Screening Staff member will confidentially ask the employee a set of questions.

iv. Send employee home immediately after. v. Clean and disinfect as described in “DPS Procedure for Wellness Screening.”

vi. Employee should stay home and quarantine as described in #1. b. Compile information on people who had contact with ill person during the time the employee

had symptoms and 2 days prior to symptoms while maintaining confidentiality. These people should:

i. Be aware of asymptomatic transmission. ii. Stay home 14 days after last exposure.

iii. Maintain social distancing (6’ from others) at all times. iv. Self-monitor for symptoms (temp check twice per day, watch for fever,

cough/shortness of breath). v. Avoid contact with others who are considered high risk.

vi. Self-isolate if symptoms develop. c. Others at worksite with close contact within 6 feet of the employee during this time would be

considered exposed. d. Clean and disinfect workspace surfaces.

3. Reduce stigmatization References: Minnesota Department of Health (https://www.health.state.mn.us/diseases/coronavirus/guidebusiessential.pdf)

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Centers for Disease Control (https://www.cdc.gov/coronavirus/2019-ncov/community/critical-workers/implementing-safety-practices.html)

III. DVS PROGRAM AREA PLANS AT TOWN SQUARE

Program area staff schedule and priority work assignments for return to operations, May 18, through July 18, 2020 or until advised differently.

A. Administration and Project Management Office

1. Administration a. Telework

i. Team will be working remotely 2 days one week & 3 days the next.

b. Work Focus i. Participate in the train-the-trainer with FAST & DVS-assigned trainers.

ii. Develop & practice delivering Tier 3 training for DVS areas not assigned a trainer to complete.

iii. Develop and deliver May & June Deputy Registrar webinars. iv. Develop and deliver Dealer webinars. v. Participate in the May & June MNDRIVE update webinars with FAST.

vi. Redesign current eLearning for accessibility, as time permits. vii. Updating spreadsheets used to analyze salary saving adjustments, unplanned

expenditures, etc. viii. Prepare file folder labels for three years of fiscal notes.

ix. Catch up on MN.IT payments, move funds to cover full encumbrance of these costs. x. Update all budgets to cover negative budget lines; check accuracy of funding strings

and prepare expenditure corrections, if necessary. xi. Continue to monitor salary savings and move funds where needed.

xii. Assist in reconciling deposit discrepancies; coordinate and prepare corrections for speedchart key errors.

xiii. Track receipt and invoicing on DPO’s (paper files). xiv. Print and file purchase related documents and add to the buyer files (paper copies

necessary for any possible Dept. of Admin audits. xv. Complete various Dept. of Admin forms needed for FY21 blankets (Single Source

Justifications, etc). xvi. Finish up all FY21 blankets and MN.IT maintenance PO’s.

xvii. Close out completed PO’s that have a remaining balance. xviii. Create list of PO’s that would need to be kept open through fiscal hard close.

xix. Process payroll, clean up files, run payroll reports needed for audit.

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2. Project Management Office (PMO) and Communications (COMM)

The PMO/COMM staff can continue to telework for an indefinite period of time. Team members will alternate work weeks in the office. Through the use of virtual meetings, daily business and tasks can be easily discussed and assigned.

The PMO/Comm staff participate in daily stand up meetings (8:00 a.m. each day) to review work assignments, provide feedback, ask and answer questions, and socialize with their team members.

Staff work from a list of projects they have been assigned. Some days those assignments adjust due to competing priorities but projects stay on the list until they are complete.

Social distancing requirements can be safely maintained when teleworking and implementing social distancing countermeasures while in the office.

a. Work Focus i. Support employee and customer wellness checks through screening and temperature

check procedures. ii. Modify COVID-19 re-entry plan as new ideas or changes are being made.

iii. Ensure monthly Drive Time newsletter is finalized and distributed. iv. Review all passed legislation and draft legislative bulletin. v. Prioritize business process changes and need for updates on Info Hub. vi. Expand on the use of virtual tools for daily meetings to incorporate social distancing

requirements

B. Vehicle Services

Provide a more extensive return to DVS Town Square that brings in some teams while having others continue to work remotely.

1. Important tasks: b. Title and Register prorate vehicles – assume the front counter is open for customer

interactions. c. Assist law enforcement. d. Clear mailed in applications and clear backlog. e. Assist with dealer licensing and all other dealer transactions – assume the front counter is

open. f. Conduct motor vehicle inspections while practicing social distancing. g. Continue to work on title application backlog using a combination of in office and remote

staff.

C. Driver Services

1. Ideas on New Ways to Do Business a. Identify Telework opportunities

i. Reducing the number of staff in the office increases social distancing ii. Providing more space in TSQ which is near capacity for staff

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iii. Incentive for existing staff to have the option to telework and recruitment of new staff. b. Queueing System

i. Automate or online appointments/check in for DVS services at TSQ and Exam Hubs c. Expand/Enhance the remote skills testing for CDLs d. Online Services (No Changes: Name and address are the same)

i. Duplicate with no changes ii. Renewal with no changes – need legislation changes

e. Reduce faxes and transition to online submissions i. Receiving and processing faxed documents can be time consuming and as identified

during COVID19 problematic when shut down. • No confirmation for the customer or DVS what has been submitted • Requires staff to retrieve and enter into Fast DS for processing

f. Exam stations testing only and applications only accepted after successful knowledge or skills test.

i. E&I’s do not perform counter services to increase the number of skills tests that can be offered

g. Expand 3rd party testing for CDLs h. Exam Efficiency Group will continue their work on identifying efficiencies

i. Use of tablets – in the 2020 CDL Program Improvement Grant ii. Develop new routes

iii. Research what is done in other states that still test? • Identify changes that can be made without legislation • Identify changes that would require Legislation

iv. Training • AC project prior to COVID model Exam training after State Patrol training.

i. Create a compliance efficiency & issuing efficiency i. Identify processing efficiencies

• FastDS • Quick keys, fewer clicks, combine tasks • Out of date requirements • What can be submitted online • What do other states do are we to restrictive burden our customers more than

other states?

2. Plan for FastDS (MNDRIVE) rollout a. Manage workloads with reduced staff due to assignments for training and Testing b. A more extensive return to DVS Town Square that brings in some teams while having others

continue to work remotely. c. Important tasks:

i. Testing ii. Mail

iii. Customer Facing Tasks

iv.

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D. Support Services

A more extensive return to DVS Town Square that brings in some teams while having others continue to work remotely.

1. Important tasks: a. Additional Document Imaging Staff to Support Volumes b. Additional Cashier Unit Window Hours to Support Volumes

i. Cashiers Unit Window Hours: 11:00 AM – 1:00 PM | M-Th/ 24-Hour Drop Safe (To Be Implemented)

c. Change to Mailroom Window Hours: 11:00 AM – 1:00 PM | M-Fr / Off-Hours by Appointment d. Resume Call Center Training in the Concourse Space, agents that do not have laptops.

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IV. SUPPLIES

ITEM LOCATION ON-HAND ORDERED EXPECTED DATE

Sanitizer

Exam 1489 bottles mid-May

Inspection 18 various sizes mid-May

Admin 117 various sizes mid-May

Support Services unknown mid-May

*Wipes

Exam 4 canisters 347 No ETA Inspection 10 0 Admin 23 50 Support Services unknown 0

Gloves

Exam 25 604 boxes Partial order picked up; distributed to all 10 regions

Inspection 42 40 boxes Partial order picked up; distributed to all 10 regions

Admin 30 boxes Partial order picked up; distributed to all 10 regions

Support Services 90 boxes Partial order picked up; distributed to all 10 regions

Masks – Disposable

Exam 5,060 Inspection 200 No ETA Admin 1,200 Support Services 400

Masks – Reusable

Exam 569 Inspection 20 Admin 20 Support Services 60

Face Shields Exam 500 Prorate 20

Spray Disinfectant

Exam 10 60 gallons 5/18/20

Admin 4 12 gallons 5/18/20

Keyboard Covers

Exam 170 Kits received, custom order submitted Support Services 4 Kits received, custom order submitted Customer Follow Up PO not yet complete

Thermometers Exam 22 released by customs, with USPS now, no ETA

Admin 6 3 in transit; expect delivered by 5.8 *Wipes are basically unobtainable, and spray disinfectant is being used to replace them. ALL EXAM STATIONS WILL HAVE NECESSARY PPE SUPPLIES WITH THE EXCEPTION OF THERMOMETERS.

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V. SIGNAGE OPTIONS

A. See examples on following pages. 1. https://www.health.state.mn.us/diseases/coronavirus/materials/socdistwork.pdf 2. https://www.health.state.mn.us/diseases/coronavirus/materials/lawnsign6ft.pdf 3. https://www.health.state.mn.us/people/handhygiene/how/123.pdf

B. Other options include:

1. Signs and symptoms of COVID-19 infection; Stay home if feeling ill 2. How to sneeze/cough 3. Other signs already in place by DVS, DPS, MDH, and/or MMB 4. For employees 5. For customers

Sample 1 – Social Distancing

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Sample 2 – Social Distancing

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Sample 3 – Social Distancing

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Sample 4 - Hand Hygiene

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VI. STAFFING PLANS

On Monday, May 18, 2020, when the stay at home executive order expires, select staff will report to work at their identified start time. DVS will open their Town Square front counters to the public beginning at 12:00 p.m. The first few hours of the work day will consist of organizing work stations, picking up personal protective equipment, wiping down work counters, making sure the lobby is prepped and ready for customers when our doors open at 12:00.

Each day, up to five staff will be assigned to work on social distancing. Their duties include keeping customers and staff safe by adhering to our guidelines. One staff person will be assigned to greet customers and explain the process for entry. The other four staff will be conducting wellness checks at an appointed location. The details for this screening process are outlined on page 4 of this document.

A. Administration and PMO Team

All schedules and staffing are subject to change based on need, work load, job duties, and changes in the stay at home executive order. For the first 30 days after the stay at home order is lifted, the PMO team will continue to telework. Staff may return to work for a specific event such as picking up documents, equipment or something specific to improve job performance from home.

By June 18, telework will be re-evaluated. If teleworking is desired to minimize staff coming into the office, we will continue to telework for the next 30 days. However, due to staffing needs, production issues, or any other critical situations in the office, telework may be modified or discontinued in order to maintain operations.

The telework protocol will be closely monitored and evaluated.

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B. Vehicle Services

Team Return to TSQ Work Remotely(Subject to change)

Prorate* 4 x customer service specialists (rotate) 4 x customer service specialist (rotate)

Prorate 2 x supervisor/manager Alternate: rotate 1 x manager/supervisor

Prorate 2 x auditors (rotate) 2 x auditors (rotate)

Mail Registration* 12 x office admin specialists

Title and Registration 8 x leads to augment mail registration team

Title and Registration* 6 x office admin specialists to augment mail registration team

Remainder rotate between TSQ & remote

Title and Registration 1 x manager 2 x supervisors (rotate)

(can rotate) 2 x supervisors (rotate)

Deputy Support* 2 x customer service specialists (who can rotate between DVS and remote work)

2 x customer service specialists (bonding and special services who can rotate between DVS and remote work

Deputy Liaison 4 x liaisons (rotate) 6 x liaisons (rotate) 7 x regionally based liaisons

Dealer Licensing* 1 x manager 5 x customer service spec.

(can also rotate) (can also rotate)

Vehicle Inspections 4 x inspectors (3 – St Paul, 1 – St Cloud) -- with social distancing measures

MA-2 Rotate between TSQ and remote

Program Director Rotate between TSQ and remote

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Vehicle Services Dependencies

Team Dependent on:

Prorate (IFTA/IRP) • Cashiers • Brinks • Mail room

Title and Registration Mail Reg. This plan is contingent upon the ability to comply with current CDC recommendations, and the ability to procure adequate numbers of PPE and related cleaning/disinfectant supplies

• Cashiers • Brinks • Mail room • Imaging • Title printing

Title and Registration – exam entry team • Imaging • Title printing • Mail room

Deputy Support • Mail room

Dealer Licensing • Mail room • Cashiers • Brinks • Title printing

The Cashiers Unit is a holding place for inventory with value (stickers and decals), monies collected, and deposits ready for pick-up by Brinks. They are exploring alternatives but the services will be provided until those elements are in place. Business will proceed.

Brinks is the armored car service used to deliver deposits to US Bank. If the service is not available, the deposits would be secured in the vault until they can be safely deposited with US Bank. Business will proceed.

The Mailroom receives and sorts all DPS mail sent to 445 Minnesota Street. Customer requests, driver’s license agent’s packets, and Deputy Registrar packets for DVS come through the mailroom. The packets are scanned for review and approval. The applications are reviewed, processed, and issued. If the Mailroom becomes unavailable, this process is interrupted, the daily work would decrease to online requests and items processed through the DHS Agreement. Business will be limited.

Imaging scans paperwork into queues. Some of the paperwork comes from driver’s license agent packets and deputy registrar packets. Once the paperwork is scanned, staff reviews the paperwork before issuing. Business will be limited and may come to a hard stop.

Title Printing is initiated when a title transaction is approved in MNLARS. If title printing was not available, the record would be updated, the print file would continue to increase but the customer would not receive their title until title printing becomes available again. This may cause a hardship for someone requesting a duplicate title for sale of their vehicle. If there are no changes to the title, a duplicate title may be printed by a Deputy Registrar. This will not impact the processing of title requests but it will impact when the customer receives the title.

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C. Driver Services Team Return to TSQ Work Remotely (Subject to

change)

Exam 65 x CSSI 1 x CSSS 102 X E&I 1 x OASS 1 Reg. Sup Not assigned laptop (Plymouth)

As Assigned – CSSI & E&I with laptops for Issuing backlog and/or MNLARS backlog 14 DVS Asst. Reg. Sup – Alternate with Reg. 9 Reg. Sup. Alternate with Assistant 2 x St. Program Admin Sr. Alternate 1 x Project Consultant Alternate

Unless on approved COVID Leave

Compliance 4 x OAS CFU 7 x Dr. Imp. Spec

1 x DVS Program Supervisor 2 days a week 4 x Office Services Supervisor 3 Alternating Days for DEV Leadership 1 x OAS CFU 3 x Dr. Imp. Spec 3 x OASS Remote on day Supervisor is in office 1 x SPAI Remote on days Supervisor is in office 2 x MA remote work 4 days a week

DSCO 2 x SPAT 1 x OASS Photo Validation (COVID Leave) 10 x OAS Issuing

2 x MA alternate remote work 2 x SPAT remote work 1 x OASS Remote on day Supervisor is in office 17 x OAS Issuing 1 x Office Supervisor 2 Alternating Days 1x DVS Program Supervisor Alternating Days 1 – OASS Issuing Lead Remote on days Supervisor is in office

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D. REGIONAL EXAM OFFICES – (Subject to change)

1. Region 1 • ~23/38 employees expected to return (additional 3 redeployed) • Arden Hills will open (+ CDL remote road testing) • Anoka will open – may need to use staff from Town Square or Arden Hills • Town Square will open • Lindstrom will not open – city office closed, no road testing • Stillwater will not open – unsure if office will open, no plan for Class D testing, staffing for

knowledge an issue • All other satellite offices will remain closed

2. Region 2 • ~15/29 employees expected to return • Eagan will open (+ CDL remote road testing) • Hastings, Midtown – unsure if opening

3. Region 3 • ~20/31 employees expected to return • 4 open positions • Plymouth will open • Chaska, Hutchinson, Buffalo – unsure if opening

4. Region 4 • ~15/19 staff expected to return • 4 open positions • Rochester will open (+ CDL remote road testing) • Winona unsure if opening • Austin unsure if opening

5. Region 5 • ~8/12 employees expected to return • Mankato will open (+ CDL remote road testing) • Faribault, Fairmont – unsure if opening

6. Region 6 • ~12/12 employees expected to return • Willmar will open • Marshall will open (+ CDL remote road testing) • Worthington – unsure if opening

7. Region 7

• ~5/8 employees expected to return • Alexandria – unsure if opening, only 1 employee as of May 6th (and may have a Dr. note) • Detroit Lakes – will open (+ CDL remote road testing) • Moorhead – unsure if opening

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• Fergus Falls will not open until at least June – Armory closed • 2 open positions

8. Region 8 • ~10/15 employees expected to return • St. Cloud – will open • Brainerd – will open • Cambridge – will not open, re-deploy 2 employees to St. Cloud and Brainerd • Short staffed due to COVID leave – re-direct staff to St. Cloud and Brainerd to sufficiently staff • Offices share space with public libraries, city halls, ice arenas, etc. • 3 open positions, plus 3 anticipated to be open in the future

9. Region 9 • ~13/15 employees expected to return • Duluth will open (+ CDL remote road testing) • Grand Rapids will open • Virginia will not open – staffing • International Falls will not open – staffing • Ely will not open – staffing • Grand Marais will not open – staffing • Two Harbors will not open – staffing • Hibbing will not open – staffing • Moose Lake will not open – staffing • 1 open position

10. Region 10 • ~7/8 employees expected to return • Bemidji will open (+ CDL remote road testing) • Thief River Falls – unsure if opening, depending on services offered

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C. Support Services

Team Return to TSQ | Intermittent Work Remotely

Program Support Leadership

1 x Program Director 1 x Management Analyst-2 1 x State Prog Admin Intermediate 1 x Customer Service Specialist Int.

Public Information Center [Integrated Records Unit]

2 x Call Center Agents (CS) 11 x Call Center Agents (Training)

1 x DVS Program Supervisor 1 x Office Services Supervisor 3 67 x Call Center Agents (CS)

Data Practices 1 x State Prog Admin Prin 5 x State Prog Admin Intermediate 1 x Office & Admin Specialist Sr

Cashiers Unit 1 x Office Services Supervisor 3 1 x Office & Admin Specialist Prin 1 x Office & Admin Specialist Sr 1 x Customer Svcs Specialist Sr

Mailroom / Printroom

1 x Office Services Supervisor 2 1 x Office & Admin Specialist Sr 5 x Office & Admin Specialist

Document Imaging

1 x Office Services Supervisor 2 1 x Office & Admin Specialist Sr 5 x Office & Admin Specialist Int 13 x Office & Admin Specialist

Plate Services 1 x Office Services Supervisor 3 1 x Office & Admin Specialist Sr 1 x Central Svcs Admin Spec Senior

5 x Office & Admin Specialist Sr 6 x Office & Admin Specialist Int

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VII. Return of Driver’s License Road Testing

A. Exam Station Reopening

DVS exam stations will open on May 18, 2020, after the stay at home order expires. The exam stations will open for knowledge testing and applications related to passed knowledge tests, CDL skill tests and motorcycle skill tests. The following recommendations provide protection for staff and the public while maintaining the integrity and minimal safety requirements of the road testing process.

DVS took into consideration the health and safety of staff and customer and the need to reduce the risk of transmitting COVID-19. This includes having enough supplies cleaning and protective equipment.

Exam Statistics a. The current number of examiners is 97. b. The total number of allotted positions is 110. c. The current number of exam stations offering Class D road tests is 91. d. If all the current examiners are able to conduct road tests at the 15 offices identified above, they

have the capacity (at pre-COVD-19 production rates) to give 136,000 road tests annually.

1. Canceled Road Tests

A commitment was made to customers that their cancelled appointments would be rescheduled. These customers and customers currently scheduled when able to give road tests will be the first priority. The plan would be to reschedule the cancelled appointments back in the schedule targeting the same day of the week and time but it may be at another exam location.

A confirmation email would go out to the customer when the appointment is rescheduled including information that they should cancel if they are ill and that they need to bring their own face covering. If they show up without, one could be provided but it will be required to test.

If the reassigned appointment is not acceptable, directions will be to go into the schedule and cancel their appointment and search for another one that meets their needs.

2. Exam Station Availability

a. Eight exam stations will re-introduced CDL remote road testing the week of April 27 with FMSCA approval. They are Arden Hills, Eagan, Rochester, Mankato, Marshall, Detroit Lakes, Duluth and Bemidji.

b. Fifteen exam stations will open for knowledge testing and limited application services on May 18. They are: Town Square, Arden Hills, Anoka, Eagan, Plymouth, Rochester, Mankato, Marshall, Willmar, Detroit Lakes, St. Cloud, Brainerd, Duluth, Grand Rapids, and Bemidji. These locations, other than Town Square, could begin to offer class D testing the week of May 11, once staffing and customer management is determined after the first week.

c. Recommended hours of service recommended are Monday-Friday 8:00 a.m. – 4:30 p.m. If staffing levels allow, extended service hours/days could be introduced.

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3. Road Test

a. Due to the length of time it takes to administer a road test, the initial number of appointments scheduled will be fewer than typical. This will remain in place until time needed per road test and staffing levels have been established.

b. Temporary elimination of equipment demonstration and signing of the record of examination.

c. Road tests will continue to be discontinued after an automatic fail or once the test is failed. This helps lessen the degree of exposure and allows for more road tests.

B. Health and Safety at Exam Stations

Testing is conducted in the applicant’s vehicle. The examiner occupies the passenger front seat.

1. Examiners are required to use hand sanitizer before each test or wear gloves, and wear the CDC approved PPE, including face shields.

2. Upon check-in, the applicant must: • Answer health questions and agree to compliance with a MMB-approved form. This form does

not require a signature. • Staff will observe the applicant’s appearance, and have the ability to deny a road test if questions

arise. • Applicant can be required to use face covering. • Applicants must use hand sanitizer. • Applicants could be required to have their temperature taken by an infra-red/thermal digital

thermometer provided the exam station has them in stock. • Applicant would be given sanitizer to wipe down specified items in the vehicle that the examiner

has the potential of coming in contact with: steering wheel, parking brake, shifter, etc.

C. Efficiencies relating to road testing and COVID-19

1. Traffic Flow Management. Place tape or traffic cones on the floor to indicate where customers should stand while waiting to be served. This traffic flow management reduces the number of customers our ability to be able to help our usual volume of customers.

2. Screening customers for their actual business need before entering would provide another opportunity to give instruction.

3. Limit the number of people entering the building to those persons that are essential to doing business. An entire family of a road test (or knowledge test) applicant does not have to enter to check in an applicant for a permit or road test.

4. Over the long term the use of tablet devices on road tests would greatly speed up the process of checking in applicants and submitting their test results in real time. This is not an immediate solution to the current backlog situation as funding would need to be appropriated. No walk ins should be administered a road test. Allowing applicants to road test without an appointment only encourages more and more to attempt the same. This leads to unnecessary gatherings of crowds at our stations and the potential for frustration to turn to conflict.

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5. Restrict apps to test passing (knowledge or road test) applications only, all others go to DR/DL agents. This would greatly enhance the efficiency of our operations. Our business function should be to provide testing and allow the DL agent offices contracted with the state to perform their function of processing applications.

6. Examiners doing minimal or no counter work. This would be ideal. If this policy was not adopted, then additional CSSIs will need to be hired to take the place of each examiner that is currently required behind the counter.

7. If staffing is limited in a particular location, closing office operation over the lunch period would eliminate the need to cover counter staff for lunch. This would ensure the office staff got to have their break on time and operation would begin again on time because they would not be waiting for examiners to cover the counter. If the policy was established it may also decrease the number of customers in line, knowing that no service is available at the lunch break.

8. No appointments scheduled by phone; all made either online or through the PIC. The majority of calls received in exam stations are those looking for an earlier appointment, or customers inquiring about license reinstatement. Other include Real ID or Enhanced Driver’s license, office hours, or motor vehicle related questions. Any of these functions should be handled by the online web service. If the customer fails at that attempt, they could be redirected to the PIC. Any changes made that limit counter staff needed in turn increases available Examiners for conducting road tests.

9. End all paper knowledge tests. The elimination of all paper tests would create a backlash from the special needs, learning disabilities faction. Bu the inefficiency of paper testing and the special attention required to monitor these tests justifies the requirement to limit paper tests to those that have already failed at least twice. Each office should also limit the number of written tests being taken at a given time due to space and monitoring capability. If those requesting a paper test are faced with having to wait to attempt on paper, they might be more inclined to utilize the auto test option instead.

10. Consideration should also be given to adding auto test machines in some of the larger offices that don’t currently have them. Alexandria being a prime example.

11. Use of tablets for scoring skills testing - this would increase the efficiency of scoring and recording scores (CDL and Class D). Tablets could also be used as audit of the skills testing route.

12. The timing of and scheduling of knowledge tests should be considered. This would increase the number of knowledge tests and limit the amount of time spent at the exam testing consoles. This would also increase the social distancing of customers by making for a faster turnover of those standing in line for a knowledge test.

13. Schools (as in high schools) that offer Class D Drivers Ed - they could give the first knowledge test. They are professional educators that care about their students but also the testing process. For example, they proctor the ACT tests. It would reduce the amount of knowledge tests given at Exam offices. The possibility of the AKTS system being programmed so applicants could take their permit tests in their school’s computer lab.

14. The greatest gain in efficiency we could make as an organization would be to eliminate service to the smaller offices that are staffed minimally. Travel time hampers the availability to provide timely service to the population as a whole. Staffing these satellite stations also effects the efficiency

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advantage that the Auto Test system provides. All stations where Auto Test is available should become 5 day/week stations. After passing they could return to their home town and apply for their permit or driver’s license if they so desired. The money then would still remain in their community. Mitigating people for COVID-19 reasons would be easier if we served customers only at our Exam hubs.

D. AFSCME Union Feedback

1. COVID-19 precautions • Follow and enforce the CDC and MDH guidelines. • Enforce the social distancing of 6’ - Use tape lines, ropes, etc. • Limit the number of people in a building. • Encourage non testers to wait outside or limit to one family member per tester. • Clean testing stations after each use. • Turn the ID scanners around and let the customers scan their own barcode when instructed and

let them keep their ID documents when testing to limit the transmission of germs. • Installing Plexiglas barrier at the counter. • Go to appointment only for written tests – just in the interim. • Move Willmar to a bigger location – too small for social distancing and a bigger space is

available in the same strip mall.

2. Use of PPE • Applicants for written tests or road tests must wear a mask or some sort of face covering. • Acquire proper and enough PPE and cleaning supplies for all employees/stations. • Ensure an adequate supply of gloves, masks, hand sanitizers, wipes and cleaning supplies.

3. To help with the backlog of Class D tests • Go to 5 – 10 hour days instead of working weekends. • Do not open the satellite stations until autumn for the following reasons:

o More efficient use of staff time, less travel, more tests offered. o Longer hours won’t work at the satellite stations because we typically are in

county/government buildings • People in greater Minnesota are used to traveling, they expect to do it and do not mind doing it. • Satellite stations are much smaller and more difficult to practice social distancing. • Perfect time to try out consolidating stations and moving towards central hubs. • Move all scheduling of tests to online scheduling. FAST offers that option. It will save exam

station staff a lot of time by reducing phone calls.

4. Other ideas • Cross training and having the ability and knowhow to do more than just your job, is a great tool.

Allow exam staff to help with REAL ID and vehicle titling when times are slow or we have a cancellation in the future.

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VIII. Program Area Work Zones

During the COVID-19 pandemic, DVS will implement work zones for each program area. These work zones are designed to maintain social distancing as well as minimize potential exposure. Each program area is assigned a work zone. Staff reporting to these work areas will instructed to stay within their zone and use only designated breakroom and restrooms. The main intent of these zones is in the event of someone testing positive for COVID-19 and has been in the work area, the facilities management can quickly identify the areas of activities and isolate others from potential exposure. The protocol for isolation and cleaning can be found on page 14 of this document. Breakrooms The use of breakrooms is limited to the sink, refrigerator, and microwave. If there is a printer in your designated breakroom, you may access it. There is no congregating allowed in the breakrooms. You may use the refrigerator to store your food, and the microwave to warm up your meals. You cannot use a shared coffeemaker. YOU MUST wipe down the surfaces before and after you touch them. For example, if you store your lunch in the refrigerator, use the sanitizer and a wipe on the door handle before you open it. After you are done, sanitize and wipe the handle again. It is vital to all of us that we maintain this level of sanitation to keep our work environment safe and healthy. Shared Equipment When using shared equipment such as printers, copiers, keyboards, etc, do not use sanitizer directly on this equipment because it will cause damage. Always use hand sanitizer after touching shared equipment. Keyboard covers will be provided for front counter staff sharing a keyboard. These can be wiped down approved sanitizer. Moving outside your work zone If you need to work with someone not in your work zone, use Skype or Teams. Limiting face-to-face contact is a must. If you need to cart items to another area, such as the mailroom, let your supervisor know

BREAK ROOM ZONES 1395 – Drivers Services, Prorate, Dealers 1124 – Vehicle Services 1320 – Records, Cashiers, PIC, Imaging 1084 – Admin, Vehicle Services, Cashiers RESTROOM ZONES Dark Blue (2) – DSCO, F & I, Exam Entry, Exam Station, Ignition Interlock, Front Counter, Disability/Impound, Customer Follow-up, Dealers Orange – Title and Reg, Deputy Support, Mail Reg, Admin, Cashiers

Green – PIC, Prorate, Records, Imaging

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DVS Reopening Plan 37

IX. TSQ Traffic Flow