Residents raise questions about appointment policy for county treasurer services; treasurer says driver's licenses remain by appointment

Residents contacted Winnebago County supervisors asking why many services at the treasurer's office appear to require appointments. County Treasurer Susan addressed the board by phone, clarified which services require appointments and described how her office manages walk-ins and heavy workflow.

Susan told the supervisors that motor vehicle transactions, property taxes and title work are generally handled as walk-in services. “Driver's license is by appointment,” she said, and added that the driver's license workload has been high since COVID and that appointments help the office manage Real ID documentation and lengthy processing. She said staff will make every effort to work in walk-in customers when schedules allow and that the office does not turn people away who can be fit in.

Supervisors said some constituents reported they believed COVID-era protocols (masking and appointments) had persisted and caused confusion. Susan said the office still schedules driver's-license appointments because the state requires additional documentation for Real IDs and processing takes longer, and those appointments are designed to protect privacy and ensure availability.

Board members asked about interpretation services and whether staff use apps; Susan said county staff and customers sometimes use interpreter apps on phones and that when an interpreter accompanies a driver applicant for a road test there is a required form acknowledging the interpretation.

Supervisors also raised a staffing and equipment question: whether the treasurer's office is planning to replace an employee and the status of a window part needed to restore a second service window. Susan said they continue to operate from a single window and that staff would check with Kevin about parts status. The board asked staff to follow up on the parts and staffing status.

Why it matters: Appointment policies determine how residents access essential services—titles, vehicle registration and driver's licenses—and influence wait times and complaints. The treasurer's clarification was intended to reduce public confusion and to reassure residents that motor vehicle and tax services remain available as walk-ins while driver's-license processing is scheduled by appointment.

The board asked supervisors to direct constituents with complaints to contact the treasurer’s office; Susan encouraged anyone with concerns to call her directly so staff can explain the required paperwork needed for certain transactions.