DEARBORN — Michigan residents tend to dread visiting their local Secretary of State (SOS) branches, where they get hustled into long lines and sometimes have to interact with less than enthusiastic employees. However, one particular SOS location, at 5094 Schaefer Rd. in Dearborn, appears to take that frustration to another level.

In follow-up to some complaints received by the paper from dissatisfied customers, regarding the branch located at the plaza on the corner of Michigan Ave. and Schaefer Rd., The Arab American News decided to look further into the matter. On a Monday afternoon, we visited the branch and witnessed, first-hand, some issues that needed to be addressed.

At 1:30 p.m., about 40 customers stood in one line, which snaked its way out the front door of the office. A few feet away, another line was formed, servicing “returning customers,” which, throughout our three-hour visit, remained occupied by 4-8 customers at all times. In the middle of the office, was a small seating area, mostly occupied by people who had come with someone who was waiting in one of the lines.

Eight computers are visible on the front counter; meant to service eight employees, but most of them were not being used.  Only three employees were available to tend to customers, from 1:00 p.m.-2:00 p.m., and one of those employees was only servicing the “returning customers.”  Two other employees, visible to all the customers, were chatting in a back office, as growing lines and growing impatience accumulated in the lobby.

According to the SOS Detroit Regional Office, an SOS employee should be directing customers upon entrance during heavy traffic periods. These employees are called “customer service specialists,” but there didn’t appear to be one at that location during that particular time period. It is assumed that the missing employees were on lunch break. The State allows a half-hour lunch for every eight-hour shift, but some employees appeared to be gone for longer than just a half-hour.

The SOS office at 5094 Schaefer Rd. in Dearborn.

Most Secretary of State branches require customers to take a number upon entrance and then are asked to take a seat in a large waiting area, until their number is called. Sometimes, the customers will be directed into separate lines on a first come, first serve basis, depending on what they are there for.

However, customers at this particular branch do not take a number upon entrance. According to Assistant Regional Manager Bill McGary, that office is set up in a similar fashion to a bank, because of the unusual high traffic there. 

“One of the reasons why we do this is because it makes the office flow quicker, rather than a customer coming in and having a seat. If we find out what we have in place is not working, we will entertain a process that will make it work,” McGary says. “The unfortunate reality is, there are times of the day when it gets very busy, and the line gets past the doors.”

McGary was quick to respond to most of TAAN’s concerns, stating that he will address the issues with the staff at the Dearborn branch, including why there was no customer service specialist to guide customers during busy hours.

Another concern stated, included the lack of Arab American employees at the location, despite the heavy Arab American customer base. It is common for bilingual customers to have difficulties communicating with the staff, especially in regards to what specific documentation may be needed to complete a particular State required registration process.

According to McGary, the branch is run by eight employees and a branch manager, none of whom can speak Arabic. He says the regional office has received complaints about this particular issue before, and they are in the process of addressing the matter.

“We have talked to representatives from the Arab community over the service being provided. Currently, the department does provide interpreters for individuals who need assistance on tests,” McGary says.  “We are working on eventually placing bilingual individuals at that specific branch. I can tell you, we have been working very diligently to make sure the customer service is top notch.”

One local woman might disagree about receiving appropriate service at the branch. While present with her 16-year-old son to help him acquire a driver’s permit, the woman appeared disgruntled when a clerk had apparently lost her son’s social security card.  But even more disgruntled was the clerk herself, who seemed annoyed at the woman’s persistence to find the missing social security card. 

“I don’t know where the social security card is at. The only suggestion I have for you is to go apply for another one at this point, or if we find it, we can give you a call. I can’t make it magically re-appear,” the clerk told the woman.

According to the regional office, when documents belonging to a customer go missing, they are mailed a letter to return to the branch to pick up the document, if it is eventually found.

The regional office is required to visit each branch location at least once a month to do a compliance report. The regional office is open to hearing customer feedback, regarding their experience at a Secretary of State branch. 

Residents can email concerns to soswebmaster@michigan.gov, or call the information center at 888.767.6424.