2014 POLICY & PROCEDURE MANUAL QUALITY ASSURANCE PLAN DISPUTE RESOLUTION MANUAL

Transcription

1 2014 POLICY & PROCEDURE MANUAL QUALITY ASSURANCE PLAN DISPUTE RESOLUTION MANUAL Northeast Iowa Community College Town Clock Business Center 680 Main Street Suite 100 Dubuque, IA or NICC-EDU ext 327 Modified: January

2 Table of Contents PURPOSE... 5 TRAINING CENTER POSITIONS... 6 I. TRAINING CENTER COORDINATOR... 6 II. REGIONAL FACULTY... 7 III. TRAINING CENTER FACULTY... 8 IV. COURSE DIRECTOR... 9 V. INSTRUCTOR (BLS, ACLS, PALS) COMMUNICATIONS AMERICAN HEART ASSOCIATION PHONE NUMBERS: RESPONSIBILITY OF TRAINING CENTER TO INSTRUCTOR SMOKING POLICY USE OF AMERICAN HEART ASSOCIATION MATERIALS STUDENT MANUAL TC EMPLOYEE MANUAL LIBRARIES ACLS AND PALS PRE-COURSE SELF ASSESSMENTS COURSE CURRICULUM INSTRUCTOR MATERIAL REQUIREMENTS NON-AHA CONTENT COURSE FEES PROGRAM ADMINISTRATION MANUAL, FIFTH EDITION, 2013, PP. 27WRITTEN AND SKILLS PROVIDER EXAMS: CURRENT EXAM VERSIONS SKILL TESTS FOR AMERICAN HEART ASSOCIATION ELEARNING OR CLASSROOM COURSE COMPLETION COURSE DOCUMENTATION DOCUMENTATION INSTRUCTOR TRAINING CENTER TRANSFERS CONTINUING EDUCATION HOURS OR CONTINUING EDUCATION UNITS AMERICANS WITH DISABILITY ACT INSTRUCTORS ARE RESPONSIBLE FOR PROVIDING ACCOMMODATIONS AND FOLLOWING THE LAWS, RULES AND REGULATIONS INCLUDING, BUT NOT LIMITED TO, THE AMERICANS WITH DISABILITIES ACT (ADA) COURSE EQUIPMENT

3 ALL AMERICAN HEART ASSOCIATION COURSES REQUIRE THAT MANIKINS AND EQUIPMENT FOR DEMONSTRATION OF THE CORE SKILLS OF THE COURSE. (E.G., AIRWAY MANAGEMENT, CORRECT HAND PLACEMENT, COMPRESSION DEPTH, AND RECOIL, ETC.) RENTAL EQUIPMENT (MANIKINS/TOOLKITS/AED S/SUPPLIES) CLEANING AND STERILIZATION POLICY DISINFECTING BETWEEN STUDENTS: POCKET FACE MASKS: COURSE COMPLETION CARDS CARD SECURITY CODE: ISSUING COURSE COMPLETION CARDS DUPLICATE OR REPLACEMENT CARD PARTICIPANT CARD ERRORS COPYRIGHT/COPYING OF AHA MATERIAL CPR IN THE SCHOOLS AMERICAN HEART ASSOCIATION CLASSROOM BASED COURSE CRITERIA PROVIDER COURSE STRUCTURE PROVIDER COURSE COMPLETION PROVIDER COURSE STUDENT ASSESSMENT PROVIDER COURSE WRITTEN EXAM PROVIDER COURSE SKILLS DEMONSTRATIONS PROVIDER COURSE CHALLENGE PROVIDER COURSE STUDENT REMEDIATION PROVIDER RENEWAL PROCEDURE INSTRUCTOR ALIGNMENT REQUIREMENTS FOR INSTRUCTOR ALIGNMENT INSTRUCTOR STATUS REVOCATION REASONS FOR INSTRUCTOR REVOCATION INSTRUCTOR COURSE STRUCTURE INSTRUCTOR CANDIDATE SELECTION INSTRUCTOR CORE COMPETENCIES INSTRUCTOR COURSE PREREQUISITES INSTRUCTOR COURSE COMPLETION INSTRUCTOR CARD ISSUANCE REQUIREMENTS INSTRUCTOR RENEWAL CRITERIA EXCEPTIONS TO TEACHING REQUIREMENT TRADEMARKS QUALITY ASSURANCE/IMPROVEMENT

4 DISPUTE RESOLUTION POLICY PROCEDURE FOR COMPLAINT RESOLUTION PROCESS

5 Purpose Northeast Iowa Community College has been designated by the American Heart Association in 1997, as a training center to broaden the outreach of the ECC educational courses (BLS, ACLS, and PALS) and strengthen the chain of survival. This training center is responsible for: The administration and quality of American Heart Association courses; Day-to-day management of training sites, instructors, students; Providing all instructors and training sites with consistent and timely communication of any new or updated information about national, regional or training center policies, procedures, course content, or course administration that could potentially affect an instructor in carrying out his/her responsibilities. If there is a dispute or concern regarding the policies and procedures set forth in this manual, the American Heart Association Program Administration Manual (PROAD) Fifth Edition, effective February 2013, will be referenced, in consultation with the American Heart Association Account Manager. Documentation in the manual may be copied directly from the PROAD manual to ensure a complete understanding of their policy and expectations. Program Administration Manual, Fifth Edition, 2013, pp. 6 5

6 Training Center Positions I. Training Center Coordinator The Training Center Coordinator: Represents the training center and is selected by the director of the NICC Business and Community Solutions division. Serves as the primary contact between the training center and American Heart Association. Does not need to be an American Heart Association ECC instructor, it is preferred to have at least one discipline. Has an understanding of American Heart Association ECC programs. Handles the management and storage of training center records. Is responsible for the security and distribution of course completion cards. Is responsible for the security and distribution of exams to instructors. Manages instructors aligned with the training center. Manages instructor s alignment on the instructor network. Appoints and manages all training center faculty for the training center. Ensures instructors are current with information from American Heart Association, including science updates, training memos, bulletins and the ECC Beat. Program Administration Manual, Fifth Edition, 2013, pp. 10 6

7 II. Regional Faculty Regional faculty are volunteers appointed to serve as science and curriculum experts to training centers and instructors. Members are assigned to training centers by Regional ECC committees to conduct quality assurance, course monitoring and mentoring activities. The American Heart Association reviews regional faculty assignments to avoid conflict of interest. American Heart Association Regional Faculty conduct: Course monitoring on a routine basis and as needed Science and training updates and rollouts within their region as needed Instructor courses and monitor, update, coach and mentor instructors A Regional Faculty cannot: Conduct a course monitoring for any training center they are aligned with as an instructor or for a training center that may be perceived as a competitor because of conflict of interest Receive payment for monitoring or mentoring activities while acting in the role of regional faculty Hold a paid position within the American Heart Association Program Administration Manual, Fifth Edition, 2013, pp. 9 7

8 III. Training Center Faculty American Heart Association Training Center Faculty: Serve as quality assurance and education leadership for the training center Conduct instructor courses and monitor, update and coach instructors Ensure that the training center is capable of conducting quality instructor courses, course monitoring, and instructor updates within the training center Each training center must appoint at least 1 training center faculty in each discipline it teaches. The suggested ratio is at least 1 training center faculty for 8 to 12 instructors (in the same discipline). Training center faculty is a training center appointment and is an internal position to that training center only. Training center faculty status does not transfer. When a training center faculty member transfers to another training center, it is as an instructor, not as a training center faculty member. Program Administration Manual, Fifth Edition, 2013, pp. 10 8

9 IV. Course Director The course director is a member of the training internal faculty, which is responsible for quality assurance and management of American Heart Association courses offered by the training center. The course director is an American Heart Association instructor appointed by the training center. The number of course directors is determined by the needs of the training center. Responsibilities Selects course faculty with lead instructor and training center coordinator and training center faculty. Monitor educational presentations and supplementary materials. Supervise student performance and evaluation by instructors Be readily available during the course to answer questions. Monitor instructor performance Monitor instructor candidate s performance. Resolve any course disputes regarding course material, instructor behavior, and completion issues in accordance to the Training Center Policies and Procedures and the American Heart Association Dispute Resolution procedures Identifies and recommends potential instructors for Instructor Courses Cultivates and mentors training center instructors, new instructors and potential candidates for future instructor/course director/training center faculty positions Remediates or oversees remediation of students during the course Serves as an instructor as needed 9

10 V. Instructor (BLS, ACLS, PALS) The instructor is an individual that is motivated to teach, motivated to facilitate learning, and motivated to ensure that students acquire the skills necessary for successful course completion, views student assessment as a way to improve individual knowledge and skills. Responsibilities: Maintain all responsibilities stated in the instructor manual specific for their discipline specific area of approval. Maintain a firm working knowledge of the current provider course materials. This is accomplished by teaching on a regular basis, attending instructor updates, and reading the informational material published by the training center. Instruct students concerning the objectives of the particular course and evaluate students progress toward those objectives. If teaching for more than one training center, he/she must transmit correspondence regarding training activities to the primary training center. Purchase course materials from the training center or other designated American Heart Association supplier. Follow American Heart Association guidelines or contact the training center for clarification on the following policies: equipment, examination, course completion cards Teach a minimum of four course units over the period of two years. Be monitored teaching every two years Provide training center with all information required to align with the training center Promote the Chain of Survival. Submit course completion paperwork within 7 days of course completion. This paperwork includes: course roster, student evaluations, self-addressed envelope to instructor s address or place of employment, any other required paperwork required by the training center Verify that all participants receive a current course completion card 10

11 Communications The training center coordinator is readily available for inquires on policy, equipment rentals, card status and science or curriculum questions. Instructors may choose any of the following options: (Preferred Method-this is checked frequently throughout the day) 2. Phone/Voice mail Phone number: or NICC-edu ext Northeast Iowa Community College Town Clock Business Center Attn: Phil Arensdorf 680 Main Street Suite 100 Dubuque, IA Forms of Communication 1. E-Newsletter: The training center will send frequent e-newsletters to update aligned instructors of new American Heart Association guidelines or memos, training center policy and to provide a review for course conduct. The newsletters will be archived with the training center. 2. Alignment manuals: Instructors are provided with a discipline specific instructor alignment manual. The instructors will find this useful tool to ensure they have the proper course rosters, skill checklists, and other documents they will need to conduct their courses. 11

12 American Heart Association Phone Numbers: AHA Toll-Free Phone Number AHA-4CPR ( ) Monday Friday, 8:00 a.m. 5:00 p.m., Central Time After listening to a brief message about recent release of 2010 Guidelines (cannot be skipped) select 1 for English; or 2 for Spanish, then Available Resources Technical Support for access to Instructor Network After listening to a brief message about medical emergency and privacy (cannot be skipped) select 4 for Instructor Network Technical Support or, [email protected] Help for online courses; can also access via [email protected] 888-MY-HEART or STROKE or AHA-USA1 or Inforamtion about the Women s campaign, Choose to Move, Take Wellness to Heart, Walking for Wellness Answers to stroke inquiries and general educational materials for stroke survivors and care givers Answers to general inquiries, requests to send educational materials, registration for Heart Walks Program Administration Manual, Fifth Edition, 2013, pp

13 Electronic Resources: The American Heart Association is committed to quality communication with the ECC training network. RESOURCE American Heart Association Instructor Network: All instructors are required to be registered on the instructor network AHA elearning website AHA student website: AHA website: DESCRIPTION Is available to all training centers Is available to all registered instructors after confirmation of alignment to the training center Provides up to-date resources and reference information about American Heart Association ECC programs and science Requires password for access Periodically offers surveys and electronic submissions of reports Provides a section for training centers to manage instructors and resources Provides the instructor ID number required on course completion cards Provides access to American Heart Association ECC online courses Website for students to complete the pre-course self assessment before attending a ACLS or PALS classroom course Access code is located in the appropriate provider manual for each course Provides general information about AHA programs and services Program Administration Manual, Fifth Edition, 2013, pp

14 Responsibility of Training Center to Instructor All instructors will sign a written agreement with the Northeast Iowa Community College training center with the expectation that they follow the policies and procedures of the American Heart Association and the training center at NICC. Under the terms of our agreement the following is understood: The instructor agrees to: 1) Instruct four AHA courses in two year instructor period (2013 PROAD, pp. 54) 2) Abide by the American Heart Association Logo policy (2013 PROAD, pp. 63) 3) Use American Heart Association course material and course content during courses taught. (2013 PROAD, pp. 27) 4) A copy of the current textbook must be made available to each participant before, during and after the course. The instructor is responsible to ensure all students have a book at class time or make one available to purchase. If the library system is allowed at the hospital, EMS or fire department, the manuals are to be accessible during operating hours of the facility. (2013 PROAD, pp. 23) 5) Follow the provider/instructor course requirements per the American Heart Association (2013 PROAD, pp ) 6) Ensure that all exams are maintained under lock and key, not posted on the internet or internet site and are returned after the class. (2013 PROAD, pp. 25) 7) Agree to submit course completion paperwork within 7 days of course completion NICC Course Roster Student evaluation form 8) The following disclaimer statement must be present on any brochure published for a course: **The American Heart Association strongly promotes knowledge and proficiency in BLS, ACLS, and PALS and has developed instructional materials for this purpose. Use of these materials in an educational course does not represent course sponsorship by the American Heart Association. Any fees charged for such a course, except for a portion of fees needed for AHA course material, do not represent income to the Association. (2013 PROAD, pp. 27) 9) Verify that all participants who have met the requirements are issued a course completion card (2013 PROAD, pp23) 10) Permit the Training Center to conduct random or scheduled quality assurance checks of their ECC courses 11) Adhere to all policies and procedures as established by the Northeast Iowa Community College Training Center 12) Represent the American Heart Association in a professional and dignified manner at all times 13) Agree to the NICC Training Center Quality Assurance policy 14) Log into the AHA Instructor Network, once every six months to remain active. Northeast Iowa Community College will provide the following to the instructor: 1) Assist the instructor with the course needs: exams, manikins, textbooks, toolkits and supplies 2) Process and provide course completion/participation cards within 20 business days. 14

15 3) Reissue lost and damaged cards 4) Maintain database on course participants, course taught and instructor records. 5) Notify instructors of new AHA guidelines and procedures 6) Conduct course audits on a random and scheduled basis 7) Provide opportunities for instructor updates and renewals 8) Respond to complaints in accordance to the NICC Dispute Resolution Policy 9) Respond to questions from students or instructors in a timely fashion 15

16 Smoking Policy No smoking is allowed in classrooms and training facilities during American Heart Association courses. Program Administration Manual, Fifth Edition, 2013, pp

17 Use of American Heart Association Materials Student Manual Each student must have the current course textbook readily available for use before, during and after the course. Student manuals are designed for individual use and are an integral part of the student s education. Students may reuse their textbooks during renewals or updates until the new science guidelines are published. 17

18 TC Employee Manual Libraries The only exception to all students having their own course textbooks is as follows: Training Centers that are hospitals, EMS agencies or fire departments and that train their own employees may establish a library of healthcare-level employees in training and during working hours. The employee library must contain at least as many copies of the applicable textbook as the average number of employees trained in the given discipline during a 3 month period. Each copy of the textbook must be the current edition, in good condition, and include all original parts. The employee library must be open and textbooks available to the trained employees at their worksite during their working hours. If the facility fails to meet the AHA materials requirements above, the course would not be in compliance with the requirements for issuing course completion cards and may not issue course completion cards for courses where this requirement is not met. If the employee library exception is utilized, it must have a written policy that provides direction on how the library will be implemented and monitored and that is available to the American Heart Association during review. The policy needs to address the average number of books is averaged and how trained employees can access the library at any time before, during and after an American Heart Association course. Program Administration Manual, Fifth Edition, 2013, pp

19 ACLS and PALS Pre-Course Self Assessments To achieve the greatest benefit, participants in ACLS and PALS courses should complete an online precourse self-assessment. It can be accessed through The access code is located inside the front cover of the appropriate provider manual for that course. The pre-courses exams are also available from the NICC Training Center. Program Administration Manual, Fifth Edition, 2013, pp. 27 Course Curriculum Each instructor must follow the guidelines and course curriculum in the most current editions of the course textbook and Instructor manual. Program Administration Manual, Fifth Edition, 2013, pp. 28 Instructor Material Requirements American Heart Association instructor must have their own current copy of Instructor manuals and provider manuals for each discipline they teach. Program Administration Manual, Fifth Edition, 2013, pp

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21 Non-AHA Content Adding non-aha content to the course is not advisable. Although it is not considered a best practice to add to the course, instructors may add related topics as long as: None of the American Heart Association lessons or course content is eliminated, altered or shortened. Additional topics and information are added only at the beginning or end of the course so that the additional information does not disrupt the flow of the required lessons The course length increases in proportion to the amount of non-aha material added. Any supplementary materials must be approved by the lead instructor before the course. A student is not responsible for, or tested on, non-aha content and cannot be failed over non-aha content. Program Administration Manual, Fifth Edition, 2013, pp. 27 Course Fees The training center and/or Instructor will determine their course fee(s). The American Heart Association does not set or receive fees for courses. The following disclaimer must be printed on all training center promotional brochures, announcements, agendas, or other materials distributed to students in courses for which fees are charged: The American Heart Association strongly promotes knowledge and proficiency in all AHA courses and has developed instructional materials for this purpose. Use of these materials in an educational course does not represent course sponsorship by the AHA. Any fees charged for such a course, except for a portion of fees needed for AHA course materials; do not represent income to the AHA. Program Administration Manual, Fifth Edition, 2013, pp

22 Written and Skills Provider Exams: Only current written exams and skills tests will be used to determine successful course completion. Not all American Heart Association courses requiring testing. The instructor is responsible for understanding the content expectations of the course. After signing the instructor agreement and completion of the Instructor Orientation course, American Heart Association instructors will have access to the discipline specific exams prior to teaching a course. All master copies are located in a locked, secured area at the Northeast Iowa Community College Training Center. The training center coordinator is responsible for: Ensuring that instructors use current versions of each exam as appropriate Maintaining exam security through random audits and monitoring will be conducted for instructors who issue exams. Each exam should be accounted for and returned to the instructor at the end of the exam. Exams shall be stored in a securely locked down location. Written examinations are copyrighted and may not be altered in any way. Problems with specific questions should be referred to the American Heart Association via the training center coordinator. American Heart Association course exams may not be posted to any Internet or Intranet site. Students must score 84% or higher on the Provider course written examination for course completion. If a student scores less than an 84% on the first written examination, he/she must be remediated to the satisfaction of the primary instructor or must take a different version of the entire examination for successful completion. Program Administration Manual, Fifth Edition, 2013, pp Current Exam Versions Exam Issue Date Healthcare Provider Version C & D Exam Binder January 2012 Heartsaver CPR & First Aid Exam Binder May 2011 ACLS Pre-Test May 2011 ACLS Version A & B Binder July 2013 PALS Pre-Test January 2012 PALS Version A & B Exam Binder October 2011 PEARS June

23 Skill Tests for American Heart Association elearning or Classroom Course Completion Skill tests are a key way to measure the student s mastery of material. The instructor will: Ensure that the student has completed the elearning AHA Part 1 portion of the course for which the student will be tested. Ensure that a skills practice session has been conducted and that both the student and instructor feel confident that the student is ready for testing before skills testing begins Administer skills tests as designed and outlined in the applicable curriculum without prompting the student. Prompting and coaching students during testing weakens the purpose of the test and the student s confidence in his or her ability to perform the required skill. Use the skills testing sheet, critical skills description sheets, and Lesson Maps as described in the curriculum. Completed skills testing sheets for students who have not yet succeeded in performing the skill will be kept in the course file. Program Administration Manual, Fifth Edition, 2013, pp

24 Course Documentation All American Heart Association courses are required to have documentation filed with the aligned training center. The instructor must submit: 1) Course roster for the respective class (revised January 2012). 2) Student evaluation form-all students are required to complete a post course evaluation form on the course and instructor. The instructor may choose to compile them. 3) Self-addressed envelope to the primary instructor. The training center will pay for postage due to varying weights with the number of cards that will be sent back to the instructor. Instructors are encouraged to copy their course rosters to: 1. Ensure that timeliness of returned cards, 2. To verify proper spelling and expiration dates, 3. Ensure that all cards have been issued. Instructors should retain these documents for a period of two years. Skill test checklist and written exam answer sheets should not be submitted to the training center unless the student has been remediated and still has not passed the skills or written testing. If this does occur, the instructor should provide a written explanation of the circumstances. All course paperwork shall be submitted within 7 calendar days from the completion of the course. 24

25 Documentation Northeast Iowa Community College training center will maintain the written course completion paperwork and evaluations for a minimum of three years. Student and class information is also entered and maintained by electronic means at Northeast Iowa Community College. Provider Courses Completed Course Rosters Documentation related to dispute resolution Originals or summary of course evaluations(used by student to rate course and instructor) Student written examination answer sheets and skills performance sheets for students who did not, or have not yet, met course completion requirements Evidence of the use of the AHA course fee disclaimer for courses in which fees are charged Skills session paperwork for elearning courses, including roster, Certification of Completion for Online (Part 1), and original or summary of course evaluation for Parts 2 and 3 of their skills session. Instructor Course Instructor candidate applications for all candidates in the course documenting that the candidates will align with a training center Completed course rosters Documentation related to dispute resolution Originals or summary of course evaluations (used by candidates to rate the course and TCF) Original evaluations if there were problems with the course Evidence of the use of the AHA course fee disclaimer for courses in which fees are charged All monitoring forms from the first class the candidate taught, which documents that the candidate completed all the requirements for becoming an instructor Instructor and TCF Records Instructor/TCF Candidate Applications for all instructors aligned with the training center Instructor/TCF Monitor forms Instructor/TCF Renewal checklists Instructor Records transfer requests Instructor course completion notice to primary TC Documentation of administrative or disciplinary actions taken Program Administration Manual: Fifth Edition, 2013, pp

26 Instructor Training Center Transfers Instructor status may be freely transferred from one training center to another upon instructor s request. Records will be transferred and copies of the records will be maintained on file for a 3 year period with the original training center. Instructor records may not be sent to an individual instructor. STEP ACTION 1 Instructor completes an Instructor Records Transfer request 2 The training center coordinator of the new training center signs the request and sends it to the instructor s original training center. 3 The original training center sends complete instructor files that are up to date to the other training center within 30 calendar days of receiving the transfer request. 4 The original training center deactivates the instructor on the instructor network and tells the instructor how to align with the new training center. Program Administration Manual: Fifth Edition, 2013, pp

27 Continuing Education Hours or Continuing Education Units Instructor that would like to apply continuing education hours for their respective professional licensure must have prior approval with the EMS program manager at NICC for EMT s and Health program manager for nursing, respiratory, etc.. Americans with Disability Act Instructors are responsible for providing accommodations and following the laws, rules and regulations including, but not limited to, the Americans with Disabilities Act (ADA). Program Administration Manual: Fifth Edition, 2013, pp

28 Course Equipment All American Heart Association courses require that manikins and equipment for demonstration of the core skills of the course. (e.g., airway management, correct hand placement, compression depth, and recoil, etc.). Equipment required for each course is listed in the course specific instructor manual. All equipment must be in proper working order and good repair. AED trainers must allow the student To place and properly secure defibrillation pads, Power the unit on and follow directions, Press the shock button if indicated. Program Administration Manual: Fifth Edition, 2013, pp. 44 Rental Equipment (Manikins/Toolkits/AED s/supplies) Northeast Iowa Community College will make available materials to instructors or organizations to assist them in hosting in-house courses. Fees may be assessed to help offset the expense of maintaining the equipment. Instructors may refer to the Training Center Price List or contact the training center coordinator for further fee schedules. Northeast Iowa Community College Training Center promotes the education of our lay public in the chain of survival skills and will provide materials free of charge in specific circumstances; the training center coordinator must be consulted in advance for these guidelines. Requests for equipment should be submitted to the training center coordinator within seven business days. Important information should include: Type of course being taught Number of students Number of manikins needed Number of AED training units needed Course video Number of books or pocket masks The instructor is responsible for printing off appropriate course paperwork prior to the course. If manikin rental is provided, the training center will include: Face shields Alcohol wipes Adult and/ or infant replacement lungs Container with pre-mixed bleach solution 28

29 Cleaning and Sterilization Policy Cleaning and sterilization will be completed by the instructor following each course. The materials for the cleaning and sterilization will be provided by the training center in the supply box Personnel conducting manikin disassembly and decontamination should wear protective gloves during these procedures. 1. Dissassemble the manikin as directed by the manufacturer 2. As indicated, thoroughly wash all external and internal surfaces (also reusable protective face shields) with warm soapy water and brushes. 3. Rinse all surfaces with fresh water 4. Wet all surfaces with a mixture of 1/4 cup of liquid household bleach per gallon of tap water for 10 minutes. 5. Rinse with fresh water and immediately dry all external and internal surfaces; rinsing with alcohol will aid drying of internal surfaces, which will prevent the survival and growth of bacterial and fungal pathogens if the manikins are stored for periods longer than the day of cleaning. 6. Re-assemble the manikin as directed by manufacture, replacing with new lungs Disinfecting between students: The student should be issued a face shield when expected to perform mouth to manikin ventilations during training. In the event, that the student will not be issued a face shield, the manikin will need to be cleaned with an alcohol wipe with the surface remaining wet for at least 30 seconds before they are wiped dry with a second piece of clean absorbent material. This can add considerable time to a course. Pocket Face Masks: Each student should receive their own pocket face mask when available. If economical concerns arise, each student should receive their own one way valve to attach to the face mask for their practice sessions on the manikin. The one way valve should be discarded following the CPR training and the pocket face mask cleaned per manufacture guidelines. 29

30 Course Completion Cards Cards will be completed by Training Center coordinator or his/her designee that is assigned to the Training Center administrative staff. Northeast Iowa Community College will issue all course completion cards and duplicate cards. There are no designated training sites aligned with the Northeast Iowa Community College training center approved to issue cards. Ordering and Access to Cards: In accordance to the American Heart Association policy on acess to cards, the training center coordinator has been supplied with a security code to purchase cards. This designated code is in a secure area with access by only the training center coordinator. 1) Cards will be ordered from one of the following companies recognized by the American Heart Association: Worldpoint ECC Laerdal Channing Bete ) Upon receipt of shipment, the training center coordinator will verify that the order is complete. The cards will be place in their respective files and remain secure by lock and key. Card Security Code: The security code for the cards will be retained by the training center coordinator in a secure location. No other individuals at Northeast Iowa Community College will have access to this code. 30

31 Issuing Course Completion Cards Cards may be issued to a student on the following circumstances: a. Upon completion of the initial or recertification course b. Duplication of a lost card c. Reissue of a card that is typed wrong All students that complete an approved American Heart Assocation course must be issued a course completion card. 1. Each student who successfully completes an American Heart Association ECC course must be issued the appropriate course completion card. Letters may not be written by the instructor or training center in lieu of a course completion card. 2. All cards will be typed or computer generated by the NICC training center to reduce the risk of cards being altered. All American Heart Association cards that are issued must be complete and legible. An American Heart Association card may not be completed in pencil or ink. 3. All course completion cards will be returned to the students as quickly as possible. Training centers will issue the card within 20 business days of course completion. 4. The Instructor s AHA ID number must be included on all course completion cards issued by the training center. 5. All American Heart Association course completion cards are valid for 2 years through the end of the month in which the course completion card was issued. The exception is the Heartsaver Bloodborne Pathogen course participation card. Per OSHA, this completion card is valid only for 1 year. 6. Facilities or agencies may require students to participate in an annual refresher course to review their practical skills. If the student has a current card, a course completion card does not have to be issued and the lead instructor should indicate this on the course roster. The training center coordinator reserves the right to review the status of the students to ensure current provider status. Exception- If the student will not require a card because they have a current course completion card, they must be kept on separate rosters from other students in a class that would require a course completion card. Please indicate on the course roster that the student has a current card. Program Administration Manual: Fifth Edition, 2013 pp

32 Duplicate or replacement card STEP ACTION 1 To initiate a duplicate or replacement course completion card, the student will need to fill out the Duplicate Card Request form. This can be obtained by at: [email protected] or phoning the training center at ext There is a fee of $12.00 per card. 2 The request is filled out by the students and remitted with payment to the training center. Cards will not be issued in advance without the form and payment being received 3 Documentation will be confirmed on course completion and the card be reissued based on the original dates of the course completion Participant Card Errors In the event that the course completion card has errors, the primary instructor will be responsible for returning the card to the training center with a note explaining the error. These errors will include: a. Name misspelled b. Wrong course completion card issued c. Wrong dates issued for course completion and/or the two year valid time frame for the card d. Wrong modules indicated on the completion card The card will be reissued at the expense of the training center. After 30 days without notification to the training center, it will then turn into a duplicate card case and the student will need to submit the Duplicate Card Request Form along with payment Exemption-Iowa CPR in the Schools All seniors will be required by state law to take a CPR course that will lead to certification. They do not need to be certified or receive a card unless they choose to. The student has 30 days from the last class date to apply for a card. After this grace period, the student will be required to take the entire course over. Instructors are asked to submit CPR in the Schools course rosters separately for those that wish to have cards issued and those that declined. Please indicate this on the course rosters. 32

33 Provider STATUS DESCRIPTION Recognized nationally and internationally Instructor Recognized nationally and internationally An instructor card supersedes a provider card. Provider status (for the same discipline) is deemed current as long as the instructor card remains valid. The American Heart Association does not require an instructor to have a valid provider card. However, policy from different agencies or regulating bodies may make it a requirement. Training Center Faculty A training center faculty card will be issued through the training center A training center faculty appointment is not transferable A training center faculty member who transfers to another training center will need to work with the new training center to establish training center faculty status. Regional Faculty An regional faculty appointment is not transferrable outside of the region or state where it was issued Program Administration Manual: Fifth Edition, 2013 pp

34 Copyright/Copying of AHA Material The American Heart Association owns the copyrights to the American Heart Association textbooks, manuals, and other ECC training materials. These materials may not be copied, in whole or in part, without the prior written consent of the American Heart Associaton. Permission to reprint, copy, or use portions of ECC textbooks or materials must be obtained form the copyright specialist at the American Heart Association National Center. Program Administration Manual: Fifth Edition, 2013 pp

35 CPR IN THE SCHOOLS- From: To: Subject: Dennis D. Frisch ECC Committee Chairman for CPR in Schools All Training Centers CPR Clarification and Options December 2, 2010 At the November 18, 2010 Emergency Cardiovascular Care regional committee meeting held at Mary Greeley Hospital in Ames it was decided there was clarification needed on the Healthy Kids Act and some teaching options needed for the training institutions to pass on to the schools. The Iowa Administrative Code 12.5(20) of the Healthy Kids Act states the CPR course completion requirement as follows: Subject to the provisions of subrule 12.5(6), at any time prior to the end of twelfth grade, every pupil physically able to do so shall have completed a psychomotor course that leads to certification in cardiopulmonary resuscitation. A school or school district administrator may waive this requirement for any pupil who is not physically able to complete the course. A course that leads to certification in CPR may be taught during the school day by either a school or school district employee or by a volunteer, as long as the person is certified to teach a course that leads to certification in CPR. In addition, a school or school district shall accept certification from any nationally recognized course in cardiopulmonary resuscitation as evidence that this requirement has been met by a pupil. A school or school district shall not accept auditing of a CPR course, or a course in infant CPR only. This subrule is effective for the graduating class of The key to the law is the leads to certification part which means students only need to complete a psychomotor course in cardiopulmonary resuscitation (CPR) and do not have to be certified in CPR. Certification involves a cost and the law was written so there would not be a cost to the student. CPR classes taught at schools should be promoted with the intent that certification is optional. Students choosing to be certified may then be assessed a fee particularly to cover the cost of the CPR card. Students should also be told that they have 30 days after completing the psychomotor course to complete the skills testing to become certified. If more than 30 days elapses they must repeat the course to become certified. American Heart Association (AHA) courses that would not fulfill the leads to certification requirement would be: Family and Friends CPR Anytime for adults and infants, Any course that teaches only infant CPR, and On-line CPR courses. Courses that would fulfill the leads to certification requirement include Heartsaver CPR in Schools, Heartsaver CPR, Heartsaver AED, Heartsaver First Aid with CPR and AED, and BLS for Healthcare Providers. A school nurse or a teacher in the school district certified to teach AHA CPR could teach an entire class of students regardless of number as long as each student had sufficient practice on the manikins. Students that opt for certification must successfully complete the CPR skills testing with a certified AHA CPR instructor when AHA materials are used to teach the 35

36 course. People that have been trained as skills evaluators cannot be used to test these students nor teach CPR classes. These evaluators are used only to test those individuals that have completed an on-line CPR course. Students cannot meet the CPR requirement by auditing a CPR course as they must perform the psychomotor skills. The following students may have this requirement waived by a school or school district administrator: 1. Students physically unable to complete the psychomotor course. 2. Students whose religious beliefs prohibit them from performing the psychomotor skills. 3. Students that produce satisfactory evidence, such as a CPR certificate from a nationally recognized CPR course, that they successfully completed the course. If the student can not provide satisfactory evidence of having completed a CPR course, the student should take another CPR course. All CPR courses must be taught by a certified CPR instructor. Instructors from outside the school district may have to have a background check depending upon whether or not the school district has such a policy. The instructor may count these classes for retaining their instructor certification. Although completion of this requirement is the school year, each training center (TC) should inform their CPR instructors to contact the school districts in their area to determine what the schools are doing and what assistance they need to meet the requirement. Some options that may be suggested to school or school district administrators are to: 1. Have school districts partner with their local CPR instructors, EMS systems, or health systems. 2. Train school employees, such as school nurses, PE, health, and/or other interested teachers, as CPR instructors. 3. Trains highly motivated and select students as CPR instructors and use them to teach their peers. 4. Assist them in procuring equipment for classes or offer yours to be used. 5. Encourage CPR instructors needing to teach classes to maintain their instructor status to teach these students. These are only a few options to assist schools with their task. School districts that have not taken steps to meet this requirement or are struggling to get it done are the ones we need to assist. The more school districts we contact and assist this year the less chance that our resources will become overwhelmed next year. Hopefully, this will clarify some questions you may have had concerning the Healthy Kids Act and give you some options to provide to your school or school district administrators. 36

37 Home Schooled Students Eastern Iowa Area Task Force Members, Someone asked about the CPR requirement for home schooled students. Dave Eyman received the same reply from Julie Naberhaus of NICHE which is an advocate group for home schooling students in Iowa and the Department of Education stating they are exempt from the CPR requirement in the Healthy Kids Act. You may pass this information to other CPR instructors that may be teaching CPR in the various school districts. 37

38 American Heart Association Classroom Based Course Criteria An American Heart Association classroom-based course must meet the following criteria before a course completion card can be issued. The intent of this policy is to ensure consistent quality in American Heart Association courses wherever they are taught. The course instructor(s) must be a current American Heart Association recognized instructor. o Each American Heart Association course must have a course director and/or lead instructor; either or both must be physically present on-site throughout the course. o Specialty faculty (e.g., an anesthesiologist who teaches airway management) may assist in teaching advanced level courses (ACLS, ACLS for Experienced Providers, or PALS) at the discretion of the training center and with prior approval of the course director. o The total number of specialty faculty Instructors may not exceed 50% of the total Instructor staff. o Specialty faculty does not count toward the student-to-instructor ratio. o The course director or lead instructor is responsible for monitoring specialty faculty in every course in which they teach to ensure that they follow American Heart Association guidelines. o An American Heart Association instructor of the appropriate discipline must do the formal assessment or testing of students. The course must be taught according to the guidelines and core curriculum set forth in the current editions of the American Heart Association course textbook and/or instructor manual. Each student must have the current appropriate course textbook readily available for use before, during and after the course. See course manual policy The current edition of the American Heart Association course materials, DVD s and exams must be used. Using the course DVD s is mandatory in classroom courses. A course evaluation form must be used in each course to obtain feedback from students on course content and instructors. After successful course completion, the appropriate course completion card must be issued. The course completion card must meet all AHA card issuance requirements. Program Administration Manual: Fifth Edition, 2013 pp

39 Provider Course Structure The following guidelines apply to provider course length, lesson maps, agenda, and student-toinstructor ratios: The course educational objectives must be met according to the current guidelines in the course instructor manual or the American Heart Association website. All core course content must be included. The focus is on interactive learning and evaluation. Course materials allow maximum time for hands-on manikin skills practice and skills evaluation. All students will have an opportunity to practice their skills under the supervision of an instructor who will provide ongoing feedback on their competency. The course must adhere to the student-to-instructor and student-to-manikin ratios outlined in the specific instructor manual Participants must attend all course sessions as established by the agenda for successful course completion of the course Failure by either a training center or an instructor to follow these policies may be cause for termination of the Training Center agreement or revocation of instructor status. Program Administration Manual: Fifth Edition, 2013 pp. 47 Provider Course Completion To receive a course completion card, the student must complete the following as indicated in the course-specific instructor manual: Attend and participate in the entire course Pass required skill tests Pass required written exams. Program Administration Manual: Fifth Edition, 2013 pp

40 Provider Course Student Assessment Provider Course Written Exam The following rules apply to the written exam: The current version of the written examination for an American Heart Association course must be used. Written examinations are copyrighted and may not be altered in any way or posted to any Internet or Intranet sites. This includes precourse exams. Use of an altered written examination or another written exam in a course in which American Heart Association course completion cards are issued is not permitted. When an instructor administers the written exam, the exam is administered in a proctored setting with the student being monitored at all times while taking the exam. In some elearning courses, the written exam is included in the software program, according to the policy for that individual course. Students may not use any written materials when taking the written exam Students may not take the exam as a team. All exams are taken individually. Students must course 84% or higher on the Provider Course written examination for course completion. Program Administration Manual: Fifth Edition, 2013 pp. 48 Provider Course Skills Demonstrations Instructors of the appropriate discipline will evaluate each student for his or her didactic knowledge and proficiency in all core psychomotor skills of the particular course. Students may use the Handbook of Emergency Cardiovascular Care for Healthcare Providers and ECC algorithms for Megacode skill test in the ACLS courses and the core case scenarios in PALS courses at the discretion of the course director. No American Heart Association course completion card will be issued without hands-on manikin skills testing by either an American Heart Association instructor for that discipline or an American Heart Association-approved computerized manikin in a AHA elearning course. Students in advanced cardiac life support courses are not required to have a current Healthcare Provider card, but they are expected to be proficient in basic life support healthcare provider skills. The training center has the option to require a current healthcare provider card. Program Administration Manual: Fifth Edition, 2013 pp

41 Provider Course Challenge A challenge occurs when a student requests to complete course testing requirements without participating in an American Heart Association classroom or online course. Instructors must follow all course testing requirements as defined in the appropriate instructor manual for the course testing requirements being challenged. Students cannot challenge a course until 1 year after the release date of the corresponding product materials. The only exception is for an instructor updating his or her provider card if the instructor has completed the required 2010 scientific updates. Students must show their current American Heart Association course completion card before testing. An expired AHA course completion card is not acceptable. Students must show the instructor that they have a current and appropriate student manual. All testing must be performed by an instructor who is current in the discipline of the American Heart Association course being tested. There is no option for practice or coaching. The challenge testing must be done as a separate session and cannot be associated with the skills session from a classroom-based provider course or Part 3 of a blended-learning course. The challenge testing must be performed with a 1:1 student-to-instructor ratio No remediation is allowed within the challenge option. A student may not reattempt the challenge testing. If the student fails the challenge testing, no card will be issued by the training center, and the student should be referred to a provider course. A course roster must be completed for the challenge, regardless of whether the student passes or fails. Program Administration Manual: Fifth Edition, 2013 pp

42 Provider Course Student Remediation The goal of an American Heart Association course is to prepare students to deliver effective resuscitation. Some students may not meet the course objectives and will need remediation in deficient areas both during and after the course. Instructor may provide remediation to the student by monitoring and mentoring them to identify and resolve weaknesses, requesting additional skills practice, assigning additional reading, referring to student to other courses, or having the student retake the examination or assessment stations to the satisfaction of the lead instructor. If remediation is not successful, the lead instructor may require the student to repeat the entire course. If a student scores less than the 84% on the first written examination, he or she must be remediated to the satisfaction of the lead instructor or must take a different version of the written examination for successful course completion. Students who cannot be successfully remediated through particular sections of the course (or examination) at the time of the course will not receive a course completion card until those objectives are met to the satisfaction of the course director. Students who require remediation must achieve remediation within 30 working days of the last day of the original course. If a student does not achieve remediation within 30 working days, the course is considered incomplete and a course card will not be issued. Program Administration Manual: Fifth Edition, 2013 pp. 50 Provider Renewal Procedure The recommended renewal interval for all American Heart Association courses is 2 years. Providers who intend to take a renewal course must show a provider card to enroll in a update or renewal course. The lead instructor or training center coordinator is responsible for allowing a student to proceed in renewal course if he/she does not have a current provider card. Students who present an expired provider card or do not possess a provider card may challenge a renewal course but will not be given the option of remediation. They will need to repeat the entire provider course if they cannot successfully meet the course completion requirements when evaluated. Renewal courses may be conducted independent or attached to a full provider course; however, those students who complete the renewal course must have a separate course roster filed. Program Administration Manual: Fifth Edition, 2013 pp

43 Instructor Alignment An instructor candidate must complete all requirements and align with an approved primary American Heart Association Training Center that is authorized by AHA to teach in that territory before teaching a course other than the initial monitored course. Only instructors aligned with a training center are authorized to teach courses and issue course completion cards. Requirements for Instructor Alignment The following are requirements for instructor alignment: No fees are paid to the American Heart Association for this alignment. Any fees charged for instructor alignment are solely at the discretion of the training center. The training center coordinator may require a meeting with or monitoring of the instructor applicant before acceptance. The course monitoring will be done by designated training center faculty. The training center coordinator decides whether or not to accept the instructor for alignment. This decision is final Training centers may revoke the alignment privilege of any instructor who fails to act in accordance with American Heart Association policy or training center policy Instructors should align with a training center that has a physical location within the state or country where they reside or work. Training centers are not obligated to accept all instructors who apply for alignment. The training center has the sole right to determine which instructors to keep on its roster based on its criteria. An instructor may teach with more than one American Heart Association Training Center An instructor may align with a second training center if employed by a training center that will not support the instructor s non-employment related courses. The instructor may have to meet additional teaching and monitoring requirements as determined by the second training center. 43

44 Instructor Status Revocation Revocation of American Heart Association Instructor status means the privilege of claiming instructor status, aligning with a training center, and issuing American Heart Association course completion cards is no longer allowed. The following are key points on instructor status revocation in the US: If an instructor is no longer aligned with a training center, either by choice of the instructor or the training center, the instructor card is surrendered to the primary training center if requested. The training center shall then report its decision to the Regional ECC committee by submitting the information via the AHA Account Manager The Regional ECC committee must then determine whether the instructor is eligible for active status or should have his or her instructor status revoked. Instructor records cannot be transferred until the Regional ECC committee decision is finalized. Once the Regional ECC committee finalizes its decision to revoke an instructor s status, the instructor card must be returned to the issuing training center or American Heart Association. Once instructor status and alignment are revoked, the training center will deactivate the training center alignment on the instructor network. Reasons for Instructor Revocation The following are reasons for revocation, but this list is not all-inclusive of reasons that can result in revocation: Falsification of class records Non-adherence to American Heart Association guidelines and curricula Producing or issuing non-american Heart Association course completion cards Continued instruction that is inconsistent with American Heart Association standards for the course/program after remediation by the training center coordinator, training center faculty, ECC staff, or regional faculty. Using non-american Heart Association examinations or breaching security of exams Inappropriate activities, language, harassment, or conduct during courses or directed toward other instructors, students, ECC staff, or volunteers. Program Administration Manual: Fifth Edition, 2013 pp

45 Instructor Course Structure Instructor Candidate Selection An American Heart Association instructor course is designed to teach the methods needed to effectively instruct others in resuscitation courses. The American Heart Association recommends the following age for instructor candidates Be at least 16 years of age for Heartsaver or BLS instructor courses. Be 18 years of age and licensed or certified in a healthcare occupation where the skills are within the provider s scope of practice for ACLS and/or PALS. Program Administration Manual: Fifth Edition, 2013 pp. 51 Instructor Core Competencies The American Heart Association has defined five core competencies for all instructor candidates. Skills-Instructors need to demonstrate mastery in all skills for the courses they teach. This includes both the cognitive skills as well as the psychomotor skills Course delivery-instructors need to teach American Heart Association materials correctly and as outlined in the appropriate instructor manual and lesson maps Testing-Instructors must be able to test students effectively Professionalism-Instructors need to maintain a high standard of ethics and professionalism when teaching AHA courses. Program Administration- Instructors need to be able to manage time, space, materials, and paperwork in compliance with AHA guidelines Program Administration Manual: Fifth Edition, 2013 pp

46 Instructor Course Prerequisites Before attending the discipline-specific classroom portion of an instructor course, all instructor candidates must: Be accepted by an American Heart Association Training Center before taking the course Have a current provider status in the discipline the candidate wishes to teach Have completed the Instructor Candidate Application Complete the Core Instructor Course. o Exception: Teachers that can present with their state board of education certificate or licensure. o Exception: If the instructor candidate has already taken the Core Instructor course for another discipline, the candidate does not have to retake. Be proficient in all the skills of the disciplines they will teach. Program Administration Manual: Fifth Edition, 2013 pp Instructor Course Completion Instructor candidates must demonstrate: Satisfactory performance of skills listed in the Faculty Guide for the course. A thorough knowledge of course organization, course content (including appropriate BLS skills), instructor responsibilities, and the AHA guidelines for the specific discipline. Mastery of the AHA instructor core competencies Program Administration Manual: Fifth Edition, 2013 pp

47 Instructor Card Issuance Requirements Instructor status is granted after an instructor candidate successfully completes the instructor course and meets the following requirements: Within 6 months of successfully completing the Instructor course, the Instructor Candidate must successfully demonstrate his/her teaching skills while being monitored during a provider or renewal course. A current American Heart Association regional faculty or training center faculty must monitor the new instructor candidate. It is strongly encouraged that the instructor candidate assist with teaching a couple of provider courses with an experienced instructor to understand curriculum, testing requirements and other components that make up a course before electing to proceed with the monitor experience. The person who monitored the candidate must complete the Instructor Monitor form. The Instructor Monitor form must be submitted within 10 business days of the monitored course. If a deficiency is noted during monitoring, the reviewer may conduct remediation by using any one or combination of the following: o For a deficiency in skills performance, the candidate may be remediated privately and then allowed to demonstrate and teach the skill successfully during the same cours or a future course o For a deficiency in content knowledge, the instructor candidate may be remediated privately or asked to review the current provider s manual and then allowed to teach the content successfully during the same course or a future course o For a deficiency in teaching ability or quality, the instructor candidate may be mentored while teaching with the lead instructor or training center faculty member and then monitored again in a future course. The candidate may also be required to repeat the instructor course before being monitored again o For a deficiency in content knowledge and/or skills performance, the lead instructor or training center faculty member may require the candidate to take an entire provider or renewal course before being monitored again. Within 10 business days of receiving the completed Instructor Monitor form, the primary training center must issue an instructor card. The issue date of the card is the two digit month and the four-digit year in which the instructor course was completed. The card will expire two years from the issue date. The instructor must align on the instructor network to receive an instructor ID number that must be placed on the back of the instructor card. If the instructor candidate transfers to another training center before the initial monitoring takes place, the new training center may issue the instructor card after monitoring is completed, but the training center must have documentation of the instructor course completion and other prerequisites. Program Administration Manual: Fifth Edition, 2013 pp

48 Instructor Renewal Criteria Training center faculty or regional faculty must renew an instructor s status. Instructors may renew their status by: Maintain current provider status as evidenced by current provider card or demonstration of acceptable provider skills and successful completion of the provider written examination. If the demonstration route is completed, successful completion must be documented on the Instructor/Training Center Faculty Renewal checklist. The NICC training center requires the skill checklist and corrected written answer sheet submitted with the instructor s renewal paperwork. Earn four credits by doing any combination of the following: o Teach a minimum of four classroom provider courses or provider updates or renewals in the two year time frame for the discipline in which they are renewing. o Conduct skills practice and testing sessions for elearning courses. Each day of skills practice and testing sessions counts as 1 of the required 4 courses; all 4 credits can be earned this way. Attend updates as required within the previous two years. Updates may address new course content or methodology and/or review training center, regional and national ECC information. Be monitored while teaching before instructor status expiration. The first monitoring after the initial instructor course does not satisfy this requirement. If renewal criteria are not satisfied within the card expiration period, the Instructor must repeat the initial Instructor recognition process. Program Administration Manual: Fifth Edition, 2013 pp

49 Exceptions to Teaching Requirement The requirement of teaching a minimum of four courses in two years to renew instructor status using option 1 may be waived under special circumstances. These circumstances include but are not limited to the following: 1. Call to active military duty. 2. Illness or injury of an instructor that has caused the instructor to take a leave from employment or teaching duties. 3. A limited number of courses offered in the area because of lack of audience or delay of course materials. The training center coordinator in consultation with the assigned regional faculty or training center faculty may decide to waive the teaching requirements for the discipline in question. Consideration should be given to the amount of time an Instructor is away from normal employment, the length of delay in materials release, and the number of courses taught in relation to the number of teaching opportunities Documentation supporting the decision must be maintained in the file of the renewing instructor Program Administration Manual: Fifth Edition, 2013 pp

50 Trademarks The American Heart Association s name and heart-and-torch logo are trademarks of the American Heart Association, Inc. and are registered with the US patent and trademark office. Only the American Heart Association may use these trademarks. The American Heart Association has a training center logo that includes the heart-and-torch logo. Training centers may use this logo if their use fo their logo meets the requirements outlined in the Authorized TC Seal-Guidelines for Use located on the instructor network for training center coordinators. The American Heart Association stylized name and logo may not appear on advertising or announcements for AHA courses conducted through AHA-designated training centers unless specifically authorized by the American Heart Association. Advertising and announcements may not suggest or imply that the AHA sponsors, owns or manages the training center. Advertising and announcements may not state that a specific course is an AHA course if AHA course criteria are not met Instructors may not use their AHA instructor title on business cards or other advertising materials. Program Administration Manual: Fifth Edition, 2013 pp

51 51

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53 53 Qualit

54 Quality Assurance/Improvement Quality Assurance is a key to an effective ECC training program. The training center is responsible for: The quality of courses it provides and its compliance with American Heart Association policies and guidelines A written Quality Assurance plan that can be produced upon request and that complies with American Heart Association policies and procedures. The Quality Assurance Plan described in the Northeast Iowa Community College Training Center Policy Guide addresses the following issues. The plan will be conducted through random audits and instructor monitoring sessions. Current American Heart Association examinations are used in all completion courses. The training center ensures that each student has the current appropriate textbook readily available for use before, during and after each course. The training center has a mechanism for developing, monitoring, renewing status, and updating instructors. American Heart Association core content is taught in every course. Course completion cards and written examinations are kept secure. The appropriate course card is issued to each student. The training center has written internal dispute resolution policies and procedures that are provided to all Instructors. The required equipment is used in every course. The training center monitors equipment used throughout its training network to ensure that it is clean and works properly. Training center records are complete and filed properly. The training center has a mechanism for ensuring that its training center faculty and instructors are adequately trained to fill their roles and are actively involved in the Quality Assurance/Continuous Quality Improvement Process. The training center has a written policy detailing how to evaluate its courses, instructors and program administration. The policies, procedures and quality improvement will be reviewed by the training center coordinator on an annual basis to ensure compliance with current American Heart Association Guidelines. 54

55 Dispute Resolution Policy All disputes, complaints or allegations within the ECC training network are to be managed in a clear, respectful, impartial and organized fashion that is consistent with the ethics, values, policies, and procedures of the American Heart Association. It is optimal that the disputes, complaints, or allegations be resolved at the lowest level of the network. The training center coordinator is responsible for managing and resolving all disputes, complaints, or problems that arise from activities conducted by a training center staff and aligned instructors. Any complaints or problems brought to the training center by the American Heart Association will require the training center coordinator to develop a plan of action and timeline for repair. The American Heart Association is not responsible for the day-to-day operations of the training center or its business practices, such as disputes about payments. The AHA will not become involved in resolution of any disputes, complaints or problems arising from courses taught by the training center, with the exception of disputes, complaints or problems that involve: Course content/curriculm Instructor qualifications American Heart Association administrative policies and procedures American Heart Association ECC science issues American Heart Association Training Center Agreement and Program Guidelines The American Heart Association will consider only issues involving these types of matters. If, after diligent efforts, the training center is unable to resolve any of these issues, it must turn the dispute, complaint, or problem over to the American Heart Association according to the procedure below. However, this does not diminish the responsibility of the training center for its employees or instructors teaching courses offered through or processed by the training center. Complaints regarding these issues may be submitted in writing by: A student who attended the course in which the problem arose An Instructor Trainer, Course Director, Training Center Faculty, or training center with information about the problem An American Heart Association volunteer or staff person with information about the problem. Program Administration Manual: Fifth Edition, 2013 pp

56 Procedure for Complaint Resolution Process 1. All complaints regarding courses, instructors, equipment, or other issues pertaining to the American Heart Association course or NICC training center aligned instructors must be made in writing to the training center coordinator within 7 business days of incident. a. - [email protected] (Preferred Method) b. Mail- Northeast Iowa Community College Town Clock Business Center Attn: Phil Arensdorf 680 Main Street Suite 100 Dubuque, IA The American Heart Association does not allow a complainant to remain anonymous but safeguards should be implemented by the training center coordinator to respect their privacy 2. Upon receipt of the complaint, the training center coordinator will evaluate the dispute or complaint and take the required action(s) within 7 business days. During the evaluation of the dispute or complaint, the training center coordinator will refer to the following resources in determination of validating a complaint and/ or dispute: American Heart Association PROAD Manual Current version of ACLS Instructor Manual Current version of PALS Instructor Manual Current version of BLS Instructor Manual Assigned discipline specific regional faculty to the training center 3. Should discipline or actions be warranted, the training center coordinator will confer all issues with the regional faculty assigned to the training center. The investigation will be documented in a written format and placed in a Dispute Resolution File that will be maintained under secure location by the training center coordinator. If actions are taken, the instructor s file will also receive notification of the allegation and resolution taken by the training center. 4. If, after diligent efforts, the training center is unable to resolve issues involving the matters listed above within 30 days after notification of the problem, the training center must send the dispute/complaint to the Regional ECC office. 5. Should the training center coordinator in concurrence with Regional Faculty choose to revoke an instructor s status, Northeast Iowa Community College Training center will notify by mail the following individuals: a. Instructor whom will be revoked b. Assigned discipline specific regional faculty to the training center c. Local ECC Task Force Chair d. Regional ECC Chairperson 56