DEARBORN – A report published by The Arab American News (TAAN) last September regarding concerns raised at a local Secretary of State (SOS) branch has prompted some changes at the office.

When TAAN randomly visited the SOS Dearborn location at 5094 Schaefer Rd. last August, we documented troubling issues that included an absence in Arabic language-speaking clerks, long lines and understaffing during peak hours. 

The office also functioned differently than other SOS branches, which usually operate under the “take-a-number” system. 

A few months later, it appears the regional office has implemented some changes at the local branch. Fred Woodhams, a spokesman for SOS, says that improvements have been made since our visit earlier this year, based on the concerns that were outlined in our story.

“We did see the story and we took the concerns that were expressed very seriously. We value customer feedback and made changes based on that,” said Woodhams. 

Woodhams adds that the office has since hired a full time Arabic-speaking clerk to cater to the large base of Arab American customers. He says that SOS has several Arabic and Spanish-speaking employees across southeast Michigan and the department continues to look for more qualified individuals.

“[The report] correctly noted that there were no Arabic-speaking employees in the Dearborn office. There is now a full time employee who has Arabic language skills. To address the concern in the story, we are always looking for a diverse workforce and continue to look for more employees with language skills beyond English,”  Woodhams added.  

The Dearborn SOS office recently underwent some changes, including hiring an Arabic speaking clerk and running under the “take-a-number” system which has resulted in smaller lines.

SOS also has a list of approved translators for customers who need assistance on a driving test, which is offered in various languages, including Arabic.  Woodhams says that in most cases, local branches will also allow a customer to bring in a personal translator depending on the circumstance.

Woodhams also touched base om some of the SOS branches appearing understaffed during peak hours. A typical high traffic office usually operates with 10 employees. Most of the employees are assigned with clerk tasks, while the rest do work in a back room, processing paperwork and transactions. 

Under a contractual obligation, each employee is also allowed one lunch break during a daily shift. Sometimes that could cause a problem as customers wait in longer lines during mid-day. Customers may try to squeeze in a quick stop at a local SOS branch during a lunch break from work, only to find the office short staffed because clerks are on their lunch break as well.

Prior to the recent changes, the Dearborn office had also been set up untraditionally compared to other branches. Unlike previously, customers are now required to take a number upon entrance. Months ago the branch was set up in a fashion similar to that of a bank, where customers waited in a single file line until they reached the front. That system sometimes resulted in long lines that would extend out the front entrance.

TAAN re-visited the office on a Monday morning in December and witnessed all the changes firsthand. The Arabic-speaking employee was assisting Arab customers and lines were moving much more rapidly.

Woodhams says that Arabic-speaking job seekers can apply for a position at a SOS branch by visiting www.michigan.gov and searching under job opportunities. Positions are often posted there for various job openings at SOS branches. Once eligible applicants fill out the required information, they are then contacted by the state for further instruction.

SOS is always open to hearing feedback about customer service regarding any branches. On the Michigan website’s contact page, customers are able to leave their name and number along with a comment or concern. Residents can also email concerns to soswebmaster@michigan.gov, or call the information center at 888.767.6424.