Iso 9001: 2008 Standard qms subordinate Standards; ansi z490. 1: 2009 & bs 8454: 2006 ensa training Program Guidelines

Certificates Coming to Term

1. 
   Three months (90 days) prior to the expiry date of the candidates certificate an e-mail notification shall be sent out to the candidate and the candidates company informing the coming to term of the certificate validity.
   
2. 
   Customer Service should make follow up contact.
   
3. 
   For ENSA established customers (with a training history under ENSA greater than two years) whose employees require retraining yet due to scheduling restrictions (from either party) the current certificate validity period will expire, are eligible for the ENSA Cooperative Training Extension of Certificates. This agreement allows for a defined extension period (no greater than 30 days passed the date of expiry) to facilitate any scheduling limitations. The terms and conditions stated on the Cooperative Extension of ENSA Certifications (Appendix XX) must be met if an extension is to proceed.
   

Replacement Certificates

1. 
   Replacement for lost documents or reissues of certificates or ID cards due to inaccurate student information provided to ENSA will incur an administrative fee per person per certification (certificate).
   
2. 
   ENSA certificates are issued on behalf of the employer that paid for the student to attend training. We do not reissue certs for students who have left a company and gone to another company. Refer the student to the company to whom their cert was issued. The exception is when a student pays for their own tuition to attend an open enrollment training course at an ENSA facility.
   

11. 
    Administration – Complaints and Appeals
    

1. 
   Quotation is subject to ENSA North America standard terms and conditions.
   
   1. 
      ENSA North America welcomes the information and feedback from customers, which will enable ENSA North America to improve the quality of service provided. ENSA recognizes the value in complaints and will accept the complaint openly. The complaint is seen as an opportunity to review and evaluate the service we deliver.
      
   2. 
      The complaints process specific to the delivery of training is covered within document CCR01 – Customer Complaints and Appeals Record (Appendix XX)
      
   3. 
      This Complaints and Appeals Process does not cover any defective products sold through Mallory Safety & Supply – refer to Mallory Incident Reporting procedures.
      
   4. 
      When a complaint is filed as a result of a candidate’s failure to achieve a certificate of completion or need for remediation, an appeal process can be enacted in accordance with the appeals protocol defined within the Customer Complaints and Appeals Record
      
   5. 
      Complaints outside of a certificate dispute shall follow the established guidelines under the Complaint and Appeals Procedure.
      
   6. 
      Any ENSA employee can instigate the process for the disgruntled client.
      
   7. 
      Anonymous complaints shall not be accepted.
      

12. 
    Training Development – Course Curriculum
    

ENSA North America’s course curriculum(s) is developed in accordance with ASTM Standard E2659 Standard Practice for Certificate Programs. Under E2659 following ADDIE principles, ENSA through documented process establishes all its training course content where by Analysis, Design, Development, Implementation and Evaluation processes are employed.

ENSA requirements involve participation by primary stakeholders when establishing the intended learning objectives and learning outcomes for all course design where issuance of certificates is a component.

All course design follows the mandatory submittal for Development and Change Process operating under a three committee platform; Approval, Proposal (Oversight), and Development and Change (Working Group Designates).

Approval Committee - As a part of the quality control structure Directors are required to participate at the approval level and must confirm through signature any new course design or major changes effecting policy or statutory requirements. The Director of Training must involve him/herself under all Development and Change requisitions.

Proposal Committee under E2659-09 requires;

• 
  Establish a Dossier Manager
  
• 
  Primary stakeholder representation at proposal level.
  
• 
  Primary stakeholders involvement in the establishing of learning objectives and learning outcomes
  
• 
  Primary stakeholders involvement at draft and final draft review
  

Development and Change Committee consisted of working group designates develops the course curriculum based on the learning objectives and learning outcomes.

Working Group Designates are not limited to ENSA employees. ENSA is committed to the consultation and expertise of industry specialists and subject matter experts in assurance of the best possible outcome.

Development & Change Process

The Development and Change Process (Appendix XX) documents the essential information to make possible the Analysis, Design and Development aspects of Course Development/Change to occur.

The process disseminates;

• 
  The course/change(s) are aligned with the certificate programs purpose, scope and learning outcomes;
  
• 
  The priority, roles and responsibilities for the development of those learning objectives and outcomes;
  
• 
  The documentation and control under execution of working group tasks and time lines.
  

All proposals for new courses and change to existing courses or procedures shall be submitted to the Program Administrator prior to formal action involving the Approval Committee.

The Program Administrator through the designation of a Dossier Manager ensures informal needs analysis and validation is conducted by members (two or more) of ENSA management prior to opening a formal development dossier.

Upon determination and validation Program Administrator shall open a development dossier by issuance of a control number.

The Dossier Manager will then be responsible for creation of the Development and Change Dossiers completing or identifying the following;

• 
  Informal consultation with subject matter experts for further needs analysis
  
• 
  Completion of the Development and Change Form (Appendix XX)
  
• 
  Completion of the Course Development Support document (Appendix XX)
  
• 
  Identifying primary stakeholders for the Proposal committee;
  
• 
  Identifying main course objectives and learning outcomes
  
• 
  Identifying the primary regulation and standard to which the course/change must abide
  
• 
  Identify specific Working Group candidates required to develop Course Lesson Plan and Crib Notes (or changes to).
  

Lesson Plan and Crib Notes create the foundation around which other training material is expounded.

Upon completion of the Development and Change Dossier the Program Administrator will submit the proposal to the Approval Committee for the outcome (approval, additional requirements, rejection)

If additional information is required the dossier Manager is responsible for obtaining the necessary information and presenting the approval committee for further deliberation.

If rejected the Training director will provide a written statement in support of the decision to the primary stakeholders and close the file closed.

Approved - the Dossier Manager/Program Administrator shall;

• 
  Ensure that all ENSA Training Program Guidelines are followed under the ADDIE process for analyzing, designing, developing, implementing and evaluation.
  

Approved – the Dossier Manager shall;

• 
  Establish a proposal committee consisting of Primary Stakeholders
  

If Non-Disclosure Agreements (NDA) are required all Non-ENSA stakeholders, and SME shall submit (read and signed) a NDA to the Program Administrator prior to receiving any ENSA North America proprietary information.

• 
  Manage the completion of learning objectives and learning outcomes for review revision and approval from all primary stakeholders. (100% consensus is desired for moving forward)
  
• 
  Upon approval of the objectives/outcomes; the lesson plan and crib notes are developed based on those learning objectives and outcomes and upon completion submitted for review, revision and approval (as for 2.11.2).
  
• 
  Upon approval the lesson plan and crib notes; development of all defined documents and practical content commences (known as the body of work).
  
• 
  The body of work will be informally reviewed by the Dossier Manager and two or more ENSA Management. Any changes or additions not affecting the learning objectives and outcomes will be made.
  
• 
  Upon informal validation the Dossier’s course materials shall be submitted to the Program Administrator for version control and receive ‘Draft’ status for ‘Review’.
  
• 
  Review, revision and approval (as for 2.11.2) will go through to ‘Final Draft” status. (One or more additional reviews may be required).
  
• 
  The Training Manager will review the documents to assure compliance
  
• 
  Upon approval of “final Draft” a pilot training course will be conducted.
  

Practical content requirements

At any time determined by the Dossier Manager the design and development of the practical skill evolutions can commence.

The Training Manager are responsible for verification of practical exercises described on the course Lesson Plan and Crib Notes and communication of changes effecting any course learning objectives or learning outcomes to the Dossier Manager.

The Dossier Manager is responsible for managing the review/change requirements in accordance with these guidelines.

Pilot New course/Change

Upon approval of ‘Final Draft’ status the Training Manager shall implement a pilot training for the approved new course/change(s) under the implementation of a senior instructor with required competency.

Administrative documents for the training will be water marked ‘Pilot’

Any changes affecting the learning objectives and outcomes will undergo the review process by the proposal committee stakeholders and forwarded to the Program administrator for version control and effective launch.

Changes not affecting learning objectives and outcomes will see revision by the working group designates and forwarded to the Program administrator for version control and effective launch.

Upon Approval by the proposal committee the Program Administrator shall close the Dossier and submit all materials to Marketing for formal launch.

New Course/ Change Launch.

The Training Manager will initiate a Pilot training course for the new/changed materials and practices and designate a senior RITR Instructor responsible for the delivery and review, generating specific feedback and suggestions for the Dossier Manager to determine additional revision methods.

The Training Manager ensures all instructors required to deliver the program receive the necessary training and performance evaluation under a preparatory training or professional development training session.

Course Delivery will be assessed in accordance with Instructor Development and Course Evaluation procedures.

Instructor Development

Evaluation Process

Program, Course, Instructor, Student.