LRC SOP 12Jan2021.docx

MARINE CORPS UNIVERSITY, COLLEGE OF DISTANCE

EDUCATION AND TRAINING

MARINCE CORPS DISTANCE LEARNING PROGRAM

LEARNING RESOURCE CENTER

STANDARD OPERATING PROCEDURES MANUAL

1 Oct 2020

Updated 12/22/20

Contents

List of Appendices

APPENDIX A: LRC CENTER MAINTENANCE LOG …………………………………A-1

APPENDIX C: MARINENET TROUBLE CALL REPORTING………………………..C-1

MANAGEMENT REPORT.…..…………………………………………………………… D-1

APPENDIX E: LEARNING RESOURCE CENTER (LRC) MONTHLY UTILIZATION

REPORT …………………………………………………………………………………..…E-1

APPENDIX H: LRC CENTER SIGN-IN/SIGN-OUT LOG ……………………….…… H-1 APPENDIX I: PROCTORING EXAMS …………………………………………………..I-1

DISTANCE LEARNING (DL) FACILITY USE AND ACCOUNTING

FORM ………………………………………………………………………………………..J-1

APPENDIX K: ACRONYMS AND DEFINITIONS ………………………………..……K-1

APPENDIX L: PRINCIPLES FOR CHOOSING AN LRC……………………………...L-1

1.0 INTRODUCTION

This Standard Operating Procedure (SOP) contains general background information pertinent to Distance Learning (DL) operations at Marine Corps bases, stations, and separate detachments.

1.1. BACKGROUND

CDET is a total force educational institution: it serves all U.S. military forces and DOD Government agencies, as well as international military forces. Professional military education (PME) is a career-long study of the foundations of the military profession, designed to equip Marines with the analytical skills necessary to exercise sound military judgment in contemporary operations. The CDET programs concentrate on the leadership, warfighting, and staff development skills of the nation's military. It features the educational standards and objectives of the Joint Professional Military Education (JPME) program required by the Chairman of the Joint Chiefs of Staff. CDET programs meet specific Marine Corps training requirements and are extensions of resident schools. Other CDET courses, which are delivered via the E-learning Ecosystem (MarineNet), are internally and commercially developed and licensed to support individual skill development in subjects like information technology, leadership, business, language, and personal development. CDET provides Professional Military Education (PME) programs to officers and enlisted. MarineNet also provides Marine Corps training and educational products in an online format which is also classified as interactive multimedia instruction. MarineNet provides 24/7 access to thousands of online courses that are self-paced. Courses include a variety of practical exercises, preliminary exams, end-of-course exams, end-of-course surveys, and incremental checks on learning. MarineNet course examinations draw from a large bank of questions which are randomized to ensure all learning objectives are assessed. Certain courses provide American Council of Education (ACE) accreditation and promotion credits which require a proctored examination. Proctored examinations are conducted at a secured learning resource centers (LRCs) and unit training sections. The MarineNet portal is located at marinenet.usmc.mil.

1.2. PURPOSE

This SOP delineates the functions and responsibilities of those organizations and individuals charged with managing and operating base DL facilities at Marine Corps installations.

1.3. REFERENCES

The following documents provide background and direction for this SOP:

Marine Corps Order (MCO) 1553.1B, The Marine Corps Training and Education System, dated 24 May 1991 Marine Corps Distance Learning Program (MCDLP) Learning Resource Center (LRC) Standard Operating Procedures (SOP) dated 1 October 2020 Marine Corps Administrative Message (MARADMIN) 257/12 dated 9 May 2012.

1.4. SCOPE

Marine Corps installation commanders may supplement this SOP for local conditions and special requirements. This SOP addresses the following:

Installation Distance Learning Coordinator (IDLC): A federal employee or military member of the base or station staff who is responsible for assisting the contract personnel at each of the LRC’s.

Regional Manager: Contractor personnel provided under a Contractor Logistics Support (CLS) contract normally perform this function.

LRC Facilitator: Contractor personnel provided under a CLS contract normally perform this function.

2.1. DISTANCE LEARNING STAFF FUNCTIONS AT INSTALLATION LEVEL

Marine Corps installation commanders at hosting bases provide the command and control and property accountability for DL facilities located on their installations or within their jurisdictions. The IDLC, who is normally assigned to the installation operations, training, and/or education staff, performs the following:

Serve as the installation Point of Contact (POC) for base functions and associated DL operations.

Interface with the CDET, formal schools, and the MCU to resolve MCDLP implementation requirements, functions, and courseware issues.

Interface with the Base G-6 to resolve issues that the CLS staff cannot resolve.

Interface with the Marine Corps Community Services (MCCS) directors and the Education Services Officers (ESOs) regarding the hours of operation for training and education at LRCs located in base/station education centers.

Ensure government property is accurately accounted for in the appropriate base property accounts.

2.2. BASE MANPOWER STAFFING

A commercial contractor provides manpower for base functions through a CLS agreement and/or an inter service contract. The contractor performs the following:

LRC Facilitator: The LRC facilitator oversees the day-to-day operations of an assigned LRC. The facilitator receives training and direction on functional duties, responsibilities, and priorities from the Regional Manager.

2.3. DISTANCE LEARNING FACILITY OPERATING HOURS

Each LRC operates 40 hours per week unless there is a federal holiday or other Government restriction. Operating hours per day may vary at each location dependent upon unit requirements, usually 0800-1600.

2.4. DISTANCE LEARNING FACILITY USE

The MCDLP objective is to provide world-class training and education via the Marine Corps Learning Network (Marine Net). The purpose for providing these facilities is to enable Marines to learn using the appropriate media when and where learning is most needed.

The following are authorized LRC Users:

Marine Corps Enterprise Network (MCEN) Account Holders Active and Reserve Military DoD Civilian Employees The priorities for using LRC facilities are: Active and Reserve military, DOD civilians. Normally scheduled unit training and education requirements.

Other authorized users participating in distance learning sponsored programs.

2.4.1. Workstation Assignment

The LRC Facilitator assigns workstations in accordance with the training priorities established by the IDLC on a first-come, first-served basis as availability permits.

2.4.2. Workstation Usage

Marines participating in DL-sponsored programs may use workstations as necessary to complete their training.

This section identifies specific duties for personnel involved with base DL operations at Marine Corps installations. The incumbents of the duty positions described in this section are Marine Corps and CLS personnel.

3. INSTALLATION DISTANCE LEARNING COORDINATOR RESPONSIBILITIES

The IDLC is the Marine Corps’ designated representative at the installation level tasked with overseeing base operation, management, and sustainment. The IDLC normally performs the following tasks:

Serve as the interface between the installation and the CDET, formal schools, and MCU.

Interface with the Base G-6 on issues that the CLS staff cannot resolve.

Ensure all government property is accounted for in accordance with local property accountability procedures.

Determine DL facility operating hours consistent with the ESO and CLS resources.

Coordinate and allocates time blocks for unit training when required for special instruction (e.g., counter-terrorism) or training for a particular MOS.

Provide priority of use guidance and adjudicates conflicts.

Establish the rules for DL facility operation (e.g., facility user behavior to be in accordance with Marine Corps and installation directives).

Enforce rules established for DL facility operation.

Establish and coordinates physical security measures for LRCs, consistent with Marine Corps and installation physical security directives.

Approves a Continuity of Operations Plan (COOP).

3.1. Regional Manager

The Regional Manager is the senior CLS representative at a specified Marine Corps installation and its assigned jurisdiction. Within the scope of the CLS agreement, the Regional Manager provides management and technical expertise to facilitate LRC operations.

The Regional Manager performs the following tasks:

Direct the day-to-day operations of base DL system components.

Establish workload priorities for the LRC.

Resolve operational issues beyond the responsibilities of the LRC Facilitators.

Resolve technical issues beyond the capabilities of the LRC Facilitators.

Assist LRC Facilitators in resolution of facility scheduling conflicts.

Establish testing/proctoring hours for LRCs.

Report DL issues requiring installation support to the IDLC.

Develop the work schedule for LRC Facilitators.

Ensure the LRC Facilitators have the requisite skills to fully perform their functions.

Inform the IDLC when changes are required to the local DL facility SOP, operating resources, or other issues beyond the Regional Managers level of responsibility to resolve.

Inform the IDLC of base DL equipment or software failures not resolved within the prescribed time.

Inform equipment vendors of problems requiring vendor support.

Inform the warranty administrator and DL asset manager of equipment problems beyond network administrator capabilities and vendor support requirements.

Establish workload priorities for the LRC.

Resolve operational issues beyond the responsibilities of the LRC Facilitators.

Resolve technical issues beyond the capabilities of the LRC Facilitators.

Assist LRC Facilitators in resolution of facility scheduling conflicts.

Establish testing/proctoring hours for LRCs.

Report DL issues requiring installation support to the IDLC.

Develop the work schedule for LRC Facilitators.

Ensure the LRC Facilitators have the requisite skills to fully perform their functions.

Inform the IDLC when changes are required to the local DL facility SOP, operating resources, or other issues beyond the Regional Managers level of responsibility to resolve.

Inform the IDLC of base DL equipment or software failures not resolved within the prescribe time.

Inform equipment vendors of problems requiring vendor support.

Inform the warranty administrator and DL asset manager of equipment problems beyond network administrator capabilities and vendor support requirements.

Coordinate with the DLNOC Help Desk on DL courseware problems impacting base DL operations. Records actions/resolutions in the Marine Net Help Desk application

Coordinate with the DLNOC Help Desk on DL systems hardware, software, and network issues impacting base DL operations. Records actions/resolutions in the Marine Net Help Desk application.

Review the Marine Net Help Desk application/database to ensure:

Appropriate entries are made and in-process actions are recorded.

Appropriate closeouts for support calls are accomplished.

Review the LRC monthly utilization reports. Takes action to resolve issues and provides recommendations to the COR and IDLC as appropriate.

Submit LRC utilization reports and monthly summation reports to the COR and to the IDLC as prescribed by the CLS agreement.

Retain LRC utilization reports for one year.

Train the LRC Facilitator in monitor-level preventive maintenance and minor system repair functions.

Contact the equipment and software warranty provider and/or equipment vendor for support to resolve DL equipment/software problems.

Assist the IDLC in providing DL information and program capabilities to base/installation personnel.

Train LRC Facilitators on the MCDLP Learning Management System (LMS).

3.2. LEARNING RESOURCE CENTER FACILITATOR RESPONSIBILITIES

The LRC Facilitator is responsible for daily LRC operations. The LRC Facilitator will perform the following tasks:

Operate the LRC in accordance with the approved schedule.

Maintain a current file of directives and other guidance pertaining to LRC operation.

Maintain LRC usage data. Submits LRC Monthly Utilization Report (see Appendix F) to the network administrator.

Implement established procedures to identify, account for, and secure all LRC non-expendable equipment.

Maintain a courseware availability list (see Appendix G) to ensure required DL courseware is available or accessible at the LRC. Verifies at the start of each shift all courseware is accessible/functioning from each workstation and that each workstation has the current DL software baseline. Reports discrepancies to the network administrator.

Ensure sufficient expendable item supplies are on hand for LRC operation. Notifies the network administrator when resupply is required.

Set heating/air-conditioning thermostat at the appropriate comfort level.

Ensure LRC workstations are operational, all essential components are present.

Contact the Regional Manager regarding technical problems that cannot be solved at LRC Facilitator level. Submits support requests.

Check identification (ID) cards to verify patron eligibility to use the LRC. Contact the Regional Manager to resolve eligibility issues.

Briefs patrons on LRC operational details.

Publishes testing/proctor hours as established by the Regional Manager.

Validates student technical difficulties.

Directs LRC patrons to sign-in and sign-out in the LRC Sign-In/Sign-Out Log as they arrive and depart the facility. The LRC Facilitator retains a copy of the log for one year.

Briefs LRC patrons on restrictions listed below:

No food or beverage consumption is allowed in the LRC.

No tobacco product use is allowed in the LRC.

No profanity/foul language or other disruptive behavior is allowed in the LRC.

No adult or distasteful material is allowed in the LRC or on a workstation.

Briefs patrons on physical security and information security requirements.

Assigns patrons to workstations using the Sign-In/Sign-Out log and briefs patrons on the following:

Workstation procedures.

Network login password requirements as applicable.

Authorized courseware and Internet connections.

Workstation monitoring for misuse.

Workstation restrictions: Workstation users must not tamper with or otherwise modify the computer operating system or supporting software programs.

Inform patrons how to contact proponent school Subject Matter Experts (SMEs) on training and education questions.

Issues training materials and consumable supplies as necessary.

Operate the LRC in accordance with the schedule provided by the Regional Manager.

Assists patrons with electronic registration procedures.

Assists patrons with workstation operation to include:

Marine Net access and courseware download procedures.

Follow courseware instructions when requested or when an apparent need exists.

Instruct students how to use the LMS.

Monitor DL workstation equipment and software use. Prevents equipment and software misuse.

Direct patrons to request assistance from the LRC Facilitator as necessary.

Proctor examinations.

Provide information to perspective patrons regarding LRC operations and activities.

Request assistance from the Regional Manager when unable to resolve an operational issue.

Perform LRC shutdown procedures.

Inventory and inspect LRC workstation hardware and associated software.

Report damaged or missing items to the Regional Manager.

Ensure LRC systems are turned off.

Set the thermostat for non-operating hours, temperature and turns off lights.

Lock the LRC and initial the security form.

Ensure DL components and furniture are in order.

4.0 BASE DISTANCE LEARNING SECURITY AND ADMINISTRATION

This section contains base DL physical security, administration, and reporting requirements.

4.1. COURSEWARE INFORMATION SECURITY

Courseware for most MOS training and PME is considered sensitive but unclassified. Only authorized personnel are allowed access to this material from base DL facilities. The LRC Facilitator will:

Allow access to sensitive information to authorized users only.

Comply with information security procedures as directed by the IDLC.

Notify the network administrator of information security breaches or issues.

4.2. PHYSICAL SECURITY

The LRC Facilitator will:

Maintain positive control over assigned facilities.

Open and close facilities by unlocking and locking the doors. Record the actions on Standard Form 701, Activity Security Checklist, posted outside the door.

Require patrons to sign the LRC Center Sign-In/Sign-Out Log (see Appendix L).

Perform daily visual inventories of the assigned facilities to ensure nonexpendable items are not missing or damaged.

Perform a monthly physical inventory of all DL components utilizing the CLS inventory database.

Report physical security discrepancies to the IDLC.

Before training begins, the LRC Facilitator will inform patrons that:

Patrons must enter the computer network system using the proper credentials.

For training after normal operating hours, the LRC Facilitator will require the using organization to accept responsibility and accountability for the facility.

Before training begins, a representative from the using organization will concurrently inspect and inventory the facility with the LRC Facilitator, or a representative from the IDLC. Results will be recorded on the LRC Maintenance Log (see Appendix A)

After training, the LRC Facilitator will concurrently re-inspect and re-inventory the facility with the using unit representative before the facility is used for regularly scheduled training.

Discrepancies will be noted and reported to the network administrator for resolution.

4.3. MARINENET CONFIGURATION SECURITY

All CLS personnel are responsible for protecting Marine Net equipment against misuse.

4.4. REGULATION ENFORCEMENT

The LRC Facilitator will inform patrons that workstations are monitored for violations of government policy regarding Internet use on government computers. When users log onto a workstation, they are presented with the “Consent to Be Monitored” warning. Restrictions include:

No adult or distasteful content in accordance with federal laws.

No dating, “Matchmaker”, or personal classified sites.

No Internet relay chat or other types of two-way communications tools except as required By interactive courseware.

Facility users will be informed that violations can result in Uniform Code of Military Justice (UCMJ) or civil court action and loss of LRC privileges.

4.5. PRIVACY ACT CONSIDERATIONS

The LRC patrons will provide personal data necessary for DL training administrative requirements. The LRC Facilitator will:

Brief patrons on Privacy Act requirements and information restrictions.

Inform patrons of any personnel records being kept and that those records may be reviewed upon request.

Safeguard patron personal data to prevent unauthorized access, disclosure, alterations, or destruction.

Ensure that sensitive personal data, such as a Social Security Number (SSN), is protected.

Notify the patron of any Privacy Act information provided to a third party.

The information presented in this outline is standard operating information for LRC patrons. Local information/requirements may be added as required.

Introduction.

Welcome to:

I am ______________, the LRC Facilitator. My duties are to operate this facility.

They include:

Assisting you in using all available DL systems within the facility.

Providing you with the appropriate courseware, or assisting you to access the courseware.

While you are here, I will make every effort to help you and to reduce distractions that will impede learning, BUT please understand I am not an instructor. That is the job of the proponent school. I will tell you how to contact them should you need assistance.

This LRC is a MCDL facility. It is designed to support your training and education with quality standardized training media.

Distance Learning provides on-line training for all Marines. You can complete courses at any Marine Distance Learning Resource Center at your own pace. The current listing of WEB courses can be obtained from the on-line catalog. If your end-of-course exam is to be administered, then I will act as proctor and you will receive your score shortly after completion.

The courseware is computer-based multimedia. It may contain full motion video, enhanced audio, and video graphic presentations to provide training in the most effective manner. This training media has many advantages over traditional self-study and correspondence methods. It makes teaching points easier to understand, facilitates the learning process, and reduces training time.

The facility will be open from____ hours to ____ hours daily for your use. Exams will be administered/proctored from ________hours to ________hours.

The uniform for on-duty military personnel is _______________________. The dress for off-duty military and others is ____________________________.

All patrons must sign in and out daily on the log at the LRC Facilitator’s station.

All LRC users are required to adhere to the following rules:

Do not bring food or drink into the LRC. [Indicate where the break area is located and what refreshments are available.

Do not bring unauthorized personnel into the facility.

Use only the courseware from the network.

Do not place adult or distasteful material on a workstation. Using adult content material on Government computers is against Federal laws.

Do not remove any equipment from the facility.

You may remove print material provided by the course proponent or the LRC as approved by the LRC Facilitator.

Violating LRC rules can result in Uniform Code of Military Justice or civil court action and loss of LRC privileges.

Each of you will be assigned to a workstation.

The workstation provides you access to DL courseware.

When you enroll in a course, Marine Net will automatically update. After you launch the course, the multimedia courseware will come on-line. Once underway, you may complete the entire course or log out and complete the course at a later time. Marine Net has a bookmark feature to allow the course to be completed in one or many sessions.

Other patrons may be assigned to the same workstation. Therefore, you must complete training within the time allocated to you at the workstation.

Do not change workstation settings or download anything to the hard drive. Your workstation procedure guide contains workstation computer operation guidelines. It is available for your reference and use.

Do not switch workstations without the LRC Facilitator's permission and without changing your workstation number on the sign-in log.

Do not place adult or distasteful material on a workstation. Using adult content material on Government computers is against Federal laws.

Do not remove any equipment from the facility.

You may remove print material provided by the course proponent or the LRC as approved by the LRC Facilitator.

Violating LRC rules can result in Uniform Code of Military Justice or civil court action and loss of LRC privileges.

Each of you will be assigned to a workstation.

The workstation provides you access to DL courseware.

When you enroll in a course, Marine Net will automatically update. After you launch the course, the multimedia courseware will come on-line. Once underway, you may complete the entire course or log out and complete the course at a later time. Marine Net has a bookmark feature to allow the course to be completed in one or many sessions.

Other patrons may be assigned to the same workstation. Therefore, you must complete training within the time allocated to you at the workstation.

Do not change workstation settings or download anything to the hard drive. Your workstation procedure guide contains workstation computer operation guidelines. It is available for your reference and use.

Do not switch workstations without the LRC Facilitators permission and without changing your workstation number on the sign-in log.

During training you are expected to:

Maintain order. Respect the rights of other facility users.

Access courseware from the network provided by the LRC Facilitator.

You will be expected to complete lessons, modules, and phases as prescribed by the courseware instructions.

Notify the LRC Facilitator of any problems with the courseware.

Contact the proponent school if you have questions about the course content or require assistance from an instructor. Your courseware instructions tell you how to do this.

DO NOT troubleshoot the system. If you have a problem operating the courseware, or if there is an equipment failure, stop work and request assistance from the LRC Facilitator.

If you have any questions regarding your progress or grades, contact CDET’s Student Support. When you finish training:

Close all Internet windows and Office applications.

DO NOT perform a computer shutdown.

Log off the LRC network.

Remove personal effects from the area.

Clean your work area.

Notify the LRC Facilitator that you are departing.

Sign-out on the LRC Sign-in/Sign-out Log.

Do you have any questions?

4.6. REPORTS

Submit reports according to PWS.

4.7. ACRYONM LISTING