Welcome to San Diego City College’s SeaPort Professional Support Services Experience

San Diego City College's
SeaPort Enhanced Team

Quality Assurance Program

Contract Number N00178-06-D-4859

QUALITY CONTROL

Purpose

This quality assurance plan is established to ensure contract compliance for the requirements identified in the PWS.

Scope

Areas to be addressed in this plan include:

Qualification of Instructors or Facilitators
Performance of Instructors or Facilitators
Instructor or Facilitators evaluation of the course
Student evaluation of the course, Instructors, or Facilitators
Student progress and remediation
Uniformity among our Instructors or Facilitators (The Instructor process will be reinforced through initial orientation and annual refresher training)

Each Instructor will be trained, cross-trained, and evaluated periodically during the qualification process by the Program Manager, or specialists in the areas of lesson introduction, lesson delivery, personal attributes, and technical competence. Positive feedback will be noted as will suggestions for improvement. Each Instructor will be graded as excellent, satisfactory or unsatisfactory. Any unsatisfactory evaluations will result in an Instructor Improvement Plan and require a re-qualification. Each Instructor has an opportunity to make comments on the evaluation. Completed evaluations will be forwarded to the COR and the Navy as required. Notably, all of our military program Instructors are qualified and certified as Facilitators as well as Instructors. All documents will be kept on file and available to the COR and the Navy chain of command as part of the qualification process.

The latest educational methodology trends, within the Navy’s training environment, require a service provider who meets the current needs of the Navy, and will also listen to the customer’s future needs. This requires an experienced academic team, who not only understands the history of the contract and Navy requirements, but also is able to partner with the Navy, working together to send a competent Sailor to the Fleet. By directly addressing issues with our staff, we are able to provide a committed group of Instructors who can concentrate on training Sailors.

SDCC understands the Navy is interested in providing the highest quality education to its Sailors. We will register each student when a class begins and develop a student record upon completion of the training pipeline. If applicable the student will receive:

College Credit	Transcripts
Certificates	Course Completion Documents

Much of this process will be done online to minimize the cost and impact on the instructional day, as well as to eliminate the errors caused by manual registration.

SDCC employs Instructors whose qualifications meet or exceed Navy mandated requirements. Instructors will be responsible directly to the Supervisors on matters concerning teaching methodology, student performance, student behavior, remediation, curriculum, training materials, class schedules, equipment inventory discrepancies, possible safety hazards, course critiques, performance evaluations, and any other matters that may affect the training program.

Checklists

We make every effort to develop and implement check lists whenever possible. A Checklist is an instrument that specifies criteria or indicators of merit on which the assessor or evaluator marks the presence or absence of the attributes or teaching behaviors being assessed. A list of performance criteria for a particular activity or product on which an observer marks the student's performance on each criterion using a scale that has only two points (e.g., present or absent, adequate or adequate). Additionally, we use them to insure we meet all requirements listed in a Statement of Work. This method produces quantifiable results; and if a deficiency is noted, the exact problem is clearly identified and corrective action is taken. Our Instructors and the instructional program we provide will be in accordance with all contract requirements.

Several examples are:

Instructor Qualification Checklist

Program Quality Control Checklist

PERFORMANCE REQUIREMENTS	REQUIRED SERVICE	PERFORMANCE STANDARD	METHOD OF SURVEILLANCE
A. Conduct a complete inventory of government furnished equipment prior to commencement of the contract, which shall serve as a baseline, annually, and upon termination of the contract. Maintain government furnished facilities and equipment in a clean and safe condition and exercise reasonable care with the security and protection of it.	A. Establish inventory controls and accountability of all material write and file reports on all missing and damaged equipment. Inventories will be conducted in each classroom daily.	A. 100% of all requisite inventories and reports will be maintained and documented as determined between SDCC and the government.	A. Inspect inventory documentation on a quarterly random basis.
B. Comply with all applicable security rules and regulations.	B. All personnel will be cognizant of all base and security rules and regulations through security training or base instructions.	B. 100% of all employees will be trained in security rules and regulations, and training reports will be kept as determined between SDCC and the government.	B. Inspect records of training conducted on an annual basis and make a written report of findings to the Program Manager.
C. Follow safety rules and regulations will be followed.	C. Personnel will be trained to avoid and prevent accidents and safety violations.	C. 100% of all accidents or incidents will be reported and reports kept on file as determined between SDCC and the government.	C. Inspect accident and incident reports on a monthly basis and make a written report to the Program Manager.
D. Follow conduct, grooming and dress codes.	D. Personnel will be trained to avoid conduct, grooming, or dress code violations.	D. 100% of all complaints on conduct, grooming, or dress code will be reported and filed as determined between SDCC and the government.	D. Inspect complaint reports on a daily basis and make a written report to the Program Manager or government as required.
E. Award college credit for courses articulated and completed successfully.	E. Issue transcript certificates to every student at the end of the training pipeline.	E. 100% of those students who successfully complete a course taught by SDCC will be issued a transcript certificate.	E. Inspect on a random basis to ensure transcript certificates are being issued to those students who successfully complete a course taught by SDCC.
F. Conduct training to achieve the required proficiency identified within each course objective.	F. Teach students so that each student will have the best possible opportunity for success.	F. 100% of all students will be taught to the grade level determined between SDCC and the government.	F. Inspect each school for grades, student completion rates, setbacks, and remedials on a quarterly basis and make a written report to the Program Manager.
G. Demonstrate sufficient knowledge, skills, and ability to teach lessons, operate training equipment, devices, answer questions, and display instructional competencies by academic personnel.	G. Insure Instructors meet or exceed Navy standards. Any lack of competency will be corrected through an improvement plan.	G. 100% of all Instructors will be trained and monitored as determined between SDCC and the government.	G. Student critiques, direct observation, valid complaints, and an annual QA evaluation will be used to monitor Instructors. Evaluations will be filed in the Instructor’s record.
H. Provide counseling for the academic review boards.	H. Provide counseling support for all academic review boards as required by the government.	H. Instructors will participate in all academic review boards.	H. No surveillance requirement necessary.
I. Follow the approved quality control plan to observe contract performance.	I. We will follow the quality control plan to monitor contract performance.	I. All records and files will be reviewed as determined between SDCC and the government.	I. All records will be reviewed on a semi-annual basis and a written report will be made to the Program Manager.
J. Take responsibility for the classroom Instructor behavior.	J. All instruction complaints will be investigated and reported to the Program Manager.	J. All Instructors will be monitored to ensure quality as determined between SDCC and the government.	J. Student critiques, QA activities & results, govt. observations, govt. customer surveys and valid customer complaints will be reviewed on a quarterly basis and a written report made to the Program Manager. In addition, the Program Manager will make random classroom visits. If any discrepancies are noted the Program Manager will take appropriate action.
K. Report on govt. furnished training materials and equipment in sufficient time to obtain necessary replacements to perform pre-operation checks and inventory, to avoid interruptions during training.	K. Report all equipment problems in sufficient time so operation checks and inventories can be completed without an interruption in training.	K. Reports will be made on all equipment problems so training interruptions will be minimized. Corrective actions will be determined between SDCC and the government.	K. Daily inventory and operational testing of all classroom equipment will be performed. Discrepancies or inoperable equipment will be immediately reported to the Program Manager.
L. Administer assessments, evaluate tests, and enter grades in the student records.	L. Administer, grade, and enter grades in the student record as required.	L. All assessments will be administered, and graded. The grades will be entered into student records as determined between SDCC and the government.	L. Student records will be reviewed by a supervisor, in all locations, on a random basis and a report made in writing to the Program Manager.
M. Remediate all students with academic problems.	M. Counsel or remediate students failing or having academic problems to improve their performance to a successful level as determined between SDCC and the Government.	M. All students having academic problems or failures will receive remedial counseling as determined between SDCC and the government.	M. Remedial activity rates will be documented and the results will be made available to both SDCC and the government. Discrepancies will be reported to the Program Manager.

While inspections and checklists are invaluable and certainly have their application, we believe that quality control must be an integral, ongoing function, not something applied externally on a periodic basis. Our quality control plan, comprehensive in scope, serves to measure, evaluate, and institute improvement across the entire instructional process, whether it is delivery, remediation, or counseling. Our quality control plan depends on a well-designed program for evaluation of both instruction and curriculum through accurate record-keeping, frequent classroom visits, and constant monitoring of the final product (student success) to ensure maintenance of quality. Feedback from the students provides a quality check on both instruction and curriculum in the form of student critiques. Corrective actions, both short and long term, are made to complete the quality control cycle.

Another significant factor in a good quality control plan is superlative instructor training and follow-on cross-training for maximization of personnel as well as continuous observation of the following areas:

Inspection and Evaluation of Contractor Services
Evaluation of Instruction
Instructional Personnel Evaluations
Evaluation of Curriculum Maintenance & Curriculum Development Services

Evaluation of Supervisors/Management

Safety and Security

Safety and Security will be reviewed and maintained using the guidelines established by military instructions. Examples are: accidents, key control, and CPR.

STAFFING

Roles and Responsibilities

The QC Supervisor and Team will be an independent arm of the contract team answerable to the Program Manager. The QC team is responsible for evaluating the courses and their curriculum. Evaluation of student performance is the responsibility of the team. The QC team will provide recommendations for curriculum or class structure changes. The QC team will report on instructor/facilitator performance to the Program Manager. Critiques from instructors/facilitators and students will be collected by the QC team and submitted to the Program Manager to review for possible action.

Required Skills

QC team members will be cognizant of NAVEDTRA manuals and be able to apply the information to their evaluations and reviews. They will be qualified to instruct and qualified evaluators. Team members will be independent thinkers who will have no allegiance to the course/s other than to assure a quality product. The QC team members will be fully cognizant of the course content to the level necessary to recommend course changes. Finally, team members must be able to write clear concise reports.

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