J.1-B_SOW_TO_0001_ISD_LTC_Surveyor_Training_Development.docx

National Surveyor Training Program (NSTP) Contractor

Chapter 5. Instructional Systems Design, Long term Care Task Order (TO) Statement of Work (SOW)

Surveyor Training Development

A. Statement of Work (SOW)

CHAPTER 1. SCOPE

1.A. - Background

CMS is responsible for administering the Medicare/ Medicaid surveyor and certification training program and other programs as directed by the Secretary, under contract with States as provided in section 1864 of the Social Security Act. CMS is responsible for training State and Federal staff in regard to various Survey & Certification issues.

The Centers for Medicare and Medicaid Services (CMS) Center of Clinical Standards and Quality (CCSQ), Survey and Certification Group, Training Team(SCG/TT) is responsible for providing leadership, overall programmatic direction and training to Regional Offices (ROs) and State Survey Agencies (SAs) for implementation and enforcement of health quality and safety requirements for Medicare/Medicaid providers and suppliers of health care services.

This training is mission critical by statute. Section 1819(g) of the Social Security Act mandates that the “Secretary of HHS, through the CMS Administrator, assure that surveyors are trained to make determinations about the Conditions of Participation (CoP) of providers.” Related authority: US Code, Section 1396 – 1396v, Subchapter XIX, Chapter 7 and Title 42. Also: Chapter IV, Title 42, and Title 45, Code of Federal Regulations. And, Section 1919(g), “Survey and Certification Process,” subparagraph (iii), “The Secretary shall provide for the comprehensive training of State and Federal Surveyors in the conduct of standard and extended surveys….” No individual shall serve as a member of a survey team unless the individual has successfully completed a training and testing program in survey and certification techniques that has been approved by the Secretary.”

Surveyors inspect various provider types and are grouped by these occupational designations. These occupational groupings include: Long Term Care (LTC), Home Health Agency (HHA), Life Safety Code (LSC), End Stage Renal Disease (ESRD), Hospice, Hospital, and Skilled Nursing Facility (SNF), among several smaller provider types for which training is offered infrequently.

CMS has been charged with recording the federal training provided to health care surveyors. This is accomplished through the SumTotal Learning Management System (LMS), a database hosted externally by SumTotal Systems. Due to the costs associated with onsite training, the increasing number of facilities approved for Medicare/Medicaid participation, and ongoing changes to laws, regulations, policies and procedures, we sought alternative methods of providing quality training. The LMS provides access to live and archived web hosting and training 24 hours a day, 7 days a week via the internet.

Magnet Area Training (MAT) is an agreement with certain large States to host and help instruct certain training. This saves on travel resources for the State and Students from other States who may attend if seating is available. A contract instructor or CMS representative is usually present to provide clarification of the policy questions. MAT trainings are incorporated in the master Training Schedule but are operated by the designated SAs. Course materials and content is supplied by CMS.

The Training Schedule guides and indicates which class is offered, the general location and when it is held. Due to changes in demand, the Training Schedule is updated, often on a monthly bases. Class size can vary. Many Basic classes contain approximately fifty to one hundred students per offering and numbers of classes will vary by demand in a given year.

1.B - Purpose The purpose of this statement of work is to obtain the services of a Contractor to provide full Instructional Systems Design (ISD) for surveyor and certification training. The goal is to provide an efficient and effective national training program for the CMS Survey & Certification Group survey and certification processes.

Instructional design processes and procedures will be used to develop training and implement training for Survey and Certification occupations. The majority of emphasis in this contract is on Long Term Care Surveyors (LTC) and Life Safety Code Surveyors (LCS), but there is surveyor training support needed for all other survey occupations, such as: Hospital, Critical Access Hospital, Basic Psych Hospital, EMTALA, Ambulatory Surgery Centers, Home Health Agency, PRTF, CMHC, Hospice, etc,.

Instructional Systems Design services include analysis, design & redesign, development, implementation, evaluation, dissemination, maintenance, and revision of training products for surveyor and certification specialist guidance and professional development for the CMS Survey & Certification Training Staff.

Instructional Systems Design services provide full instructional development services to create and maintain surveyor and certification specialist products and guidance for traditional classroom and online distance learning mechanism. ISD contributions or suggestions that improve the effectiveness of delivered training are encouraged. Several of the task requirements enumerated here describe unique coordinative and support activities needed to be successful with this contract.

CHAPTER 2. GENERAL REQUIREMENTS

In accordance with (IAW) Chapter 2 of the (NSTP) USOW, the contractor shall carry out all work/tasks described in sections 2. Tasks 1A – 1m.

General: All instructional design work will be based on the standard steps and process of instructional systems design (ISD), including: producing task inventories, critical task lists, target population descriptions, a detailed design document including methods, media and evaluation criteria. These ISD steps must be documented and provided to CMS per major development or major revision effort. Ensure the ISD audit trail is in place so that if the principle contract Instructional Designer is unavailable, another Instructional Designer will be able to keep the project on track. All products and services will meet common professional standards for quality including: development plans, instructional design plans, reports, minutes, Instructor Guides, and Student Manuals. All new or significantly revised products will need to go through iterations of quality assurance and must meet CMS content and instructional integrity.

Copyright and model releases: Will be original signed and dated hardcopy and made legally binding to protect CMS interests. Attached are the CMS Copyright and CMS Model Release forms which must be used. Obtain written legally binding copyright release for all copyrighted materials, or commercial items used. This includes permission or licensing for media such as visual, video or audio materials, and regulations, programs or other products that are copyrighted. Written permission shall include unlimited reproduction, duplication, for use on the Internet and use by the Federal Government. Note: avoid commercial clip-art, photographs or other copyrighted work unless written permission is obtained for each item.

Obtain written legally binding model releases for all identifiable individuals that are presented in media. Ensure that actor guild agreements for media products are enforced.

Data Deliverables—Media: The final data deliverable(s) shall be made available/submitted on one or more of the following media any of which is for use on a computer must be Windows compliant:

· CD-ROMs

· DVDs

· External hard drives

· Flash drives

· Web, CD and DVD based products

The Contractor shall submit all deliverables in final form to the COR, at CMS, according to the following format: Windows compliant formatted CD –ROM and or DVD or external hard drive for the WBL program and related media. Instructor Guide (IG) and handouts will be delivered as digital copies and hard copies. Student Manual (SM) and Training Aid prototype manual as a digital copy and hard copy. For graphics processed using programs that generate layers such as in Photoshop, Illustrator, include a separated DVD or external hard drive of uncompressed master-art in its native format with layers intact.

All WBT course completion data will be configured and transmitted to the SCG/Training TeamLearning Management System. LMS Quality Indicator Survey (QIS) records will follow established record format. WBT will use established format and functionality per approved web engine.

Independently and not as an agent of the Government, the Contractor shall furnish all the necessary services, qualified personnel, material, equipment, and facilities, not otherwise provided by the Government, as needed to perform the requirements of this Statement of Work.

SME & Support Staff: You will need to hire all SMEs and all support staff for this contract.

CMS is using the Student Response System (SRS) in certain classes. This enables students to select/vote or otherwise respond to questions on Power Point slides. The statistical results can be shared during the class and may also be used for later analysis for courseware improvements. The SRS provides opportunities to interact with students and may also be used for testing or instructor and content quality assurance.

CMS has been charged with recording the federal training provided to health care surveyors. This is accomplished through the SumTotal Learning Management System (LMS), a database hosted externally by SumTotal Systems.

CMS Program Leads ensure trainings meet content requirement of the State Operation Manual (SOM). The COR is an Instructional Systems Designer and will ensure the quality of training development and delivery methodology. All training developed should focus on effectiveness while being sensitive to efficiency and the context of State and Federal training.

Contractor will follow ISD development guidelines as established by the COR.

Contractor will provide graphics for use in courseware, to enhance the learning. Each graphic will be meaningful and will augment the content on that slide. Contractor will provide at least 1 graphic subscriptions as a direct cost, e.g. from Think Stock or another acceptable graphic subscription.

Contractor will provide at least one subscription to Adobe Connect, to be used for CMS work group meetings, practice sessions, and training sessions.

Contractor will provide a toll free 1-800 line for project status and development meetings.

TASKS

The objective of this SOW is to obtain the services of a Contractor for ISD and Human Performance Improvement. Instructional Systems Design services are needed for the analysis, design & redesign, development, implementation, evaluation, dissemination, maintenance, and revision of training products for surveyor and certification specialist guidance and professional development for the CMS Survey & Certification Training Staff.

Instructional design processes and procedures will be used to develop training and implement training for a variety of Survey and Certification occupations.

The Contractor shall provide a full spectrum of Instructional Systems Design (ISD) and Human Performance Improvement measures to enable an efficient and effective national training program for the CMS Survey & Certification Group survey and certification guidance and processes.

Contractor shall conduct ISD per a reputable ISD theorist, such as Gagne’s Nine Events, ISD from the Ground Up (Chuck Hodell), or other ISD theorist, as approved by the COR.

ISD services and efforts include analysis, design, development, implementation, evaluation, revision and maintenance for product development.

Analysis tasks will be conducted as per Instructional Systems Design best practices.

Analysis will include ISD techniques, as needed to determine best solutions for training needs. Analysis may include standard ISD tasks, such as: conduct a needs assessment and job task analysis, review attributes of the target population (population analysis), conduct analysis, gather data, review extant data (prior course evaluations, reports, etc.)., conduct focus group sessions, surveys, interviews with students or experts, determine need for training, manage resources, timelines, budgets, determine best method of delivery, identify course goals and terminal objectives. Analyze extant data (to include course evaluations, feedback, other reports) to identify any weaknesses in the course ware.

Make recommendations for improvements. Implement changes per COR direction.

Design tasks will be conducted as per Instructional Systems Design best practices.

Contractor will design training that is effective, efficient, and well organized.

In the design phase, the contractor will work with CMS Program lead and COR to conduct ISD to create new and improve existing courseware, to include: student manuals, training aids, activities, Power Point or Captivate ‘slide presentations’, pre-tests, practice questions, post-tests, instructor manual, and other courseware as needed.

Contractor will conduct ISD to assure that course ware is designed in a way that is instructionally sound, that it includes Gagne’s Nine Events, write clear and concise measurable learning objectives (per Mager or other acceptable learning theorist), identify best strategies to measure if learning objectives were met. Assure that pre-test, practice questions, and post-test questions and activities are well written, accurate, and that they effectively measure if the learner met the objective.

Design interactive student response questions and other multimedia activities, per specifications of Audio Visual staff.

Work with CMS Program lead and COR to conduct ISD to create new and improve existing courseware, to include: student manuals, training aids, activities, Power Point or Captivate ‘slide presentations’, pre-tests, practice questions, post-tests, instructor manual, and other courseware as needed.

Work with COR to develop activities to assure that the course is accurate, well organized, engaging, interactive, easy to understand, and memorable.

Apply ISD to assure that courseware is designed in a manner meets GAO requirements. At a minimum, each lesson will have a clearly written objective, along with a pre-test, practice, and post-test question or activity that measures if each objective was met.

Provide SMEs to assist Program Lead for course development (as needed).

Development tasks will be conducted as per Instructional Systems Design best practices.

Work with COR to develop activities to assure that the course is accurate, well organized, engaging, interactive, easy to understand, and memorable.

Facilitate meetings with Program Lead to assure content is accurate, and in concurrence with CMS policy and regulations.

Facilitate discussions with Subject Matter Experts and Experts, via workgroups (face to face, online, via teleconference) as needs direct.

Develop courseware using best practices in software and technology.

Implement techniques to improve on the job performance of the surveyors.

Implementation will be conducted as per Instructional Systems Design best practices.

Evaluation will be conducted as per Instructional Systems Design best practices. Incorporate principles of Kirk Patrick’s Evaluation Training Model (or other approved theorist).

Revision & Maintenance, Updates, Course Improvements will be conducted as per Instructional Systems Design best practices. Review effectiveness of ISD training strategies, update courseware, assure content is up to date and accurate.

TASKS

The Contractor shall conduct R&D and ISD for the following CMS SCG guidance:

Task 1a(1): Basic Long Term Care (LTC) Instructor Training for Trainers

Contractor will:

Conduct ISD for the analysis, design, development, implementation, and evaluation for the LTC Instructor Training. The target population for this course is Long Term Care instructor facilitators (both Traditional and QIS) Instructors. This training will be 4 days per the CMS Training Schedule. This type of course can expect approximately 30-40 students.

Conduct the Basic Long Term Care (LTC) Instructor Training for Trainers, annually per CMS SCG Training Team Calendar.

Provide at least two contract instructional designers and two support personnel to facilitate the instructor update, for both the traditional and QIS tract.

Work with the CMS Program Lead to develop lessons on guiding this courseware update, to include the following content:

· Analysis of BLTCC evaluation reports, focused on targeted courseware improvements.

· Clarifications and updates to CMS Long Term Care guidance.

· Instructor Guide updates which will include group based practical exercises.

· Student Guide updates which will include group based practical exercises.

· Clarifications and updates to support materials including course test.

· Additional training as needed.

Conduct a target population analysis and job analysis to identify critical tasks, procedures, and regulations.

Create the Design Plan including training objectives, media, and training sequence. The content will be relevant to performing survey and certification State Training Coordinator and Regional Training Administrator tasks and duties per direction of the COR.

Develop presentations, interactive activities, slides, student manuals, instructor manuals, training aids, etc. Assure that the training is instructionally sound, and meets GAO requirements for training, including course objectives, measurements, evaluation, interactivity, etc.

Build upon lessons learned from previous courses, course evaluations, feedback, etc. Revise courseware using issues raised during previous courses as needed, per approval from CMS Program Lead and COR.

Work closely with the SCG Training Coordinator and Program Lead to plan the training, plan the room size, table layout, IT needs, announcements, etc.

Review previous course evaluations. Make suggestions to improve future offerings.

Make recommendations to augment the methodologies and teaching strategies used to implement the instructor training. The course is designed as a face to face training. As needed, online or teleconference approaches may be used (or a combination of the two - depending on need).

Facilitate a debrief session, post training.

Provide ongoing communication to keep instructor staff informed of changes, revisions, and updates in the LTC curriculum updates, prior to course offerings.

Recommend best practice for use of technologies to improve the distribution of ongoing communication of updates to instructor staff (e.g. CD or electronic media or other technology) to view new or updated Student Manuals, Instructor Guides, ect,., or other technologies to expedite this process.

Provide SMEs to assist Program Lead for course development, as needed.

Review attributes of the Long Term Care Instructors who are the target population for this course.

Work with the CMS Program Lead to review and update (as needed) the LTC Instructor Guide and Student Manual.

Task 1a(2): ISD Support: Long Term Care ISD Classroom Attendance

Provide at least 1 Instructional Designer to attend a minimum of four to six face to face offerings (at least 3-4 Traditional Basic Long Term Care course (BLTC), 2 QIS BLTC course, and 1 Magnet Area training) to review the effectiveness of the ISD training strategies, look for errors in content, make suggestions for areas of improvement, document comments from Program Lead and Instructors for future improvements, note any typographical errors or typos found. Upon return from the course, verify any needed content changes with Program Lead, then make revisions to courseware, Student Manuals, Instructor Guides, etc.

Provide a report to the COR approximately two weeks after the course, note discussions, requests for revisions, errors noted, suggestions for improvements to the instructional design and content of all courseware (student manuals, slides, instructor guides, notes, etc).

Facilitate a discussion with COR, GTL, Program Lead, Instructors at a post-course briefing.

Make updates to courseware content, per Program Lead. Review content with Program Lead, to assure that the revisions made are correct. Document revisions on change document.

Task 1a(3): Long Term Care Needs Assessment and Job Task Analysis

Conduct a needs assessment and job task analysis for the LTC Surveyor Training Curriculum. Collect data through means of interviews, focus groups, surveys, etc. Target group shall include State Agency and Regional Office surveyors, State Training Coordinators and Regional Training Administrators, CMS Central Office Program Lead, Subject Matter Experts, Instructors, and others as needed.

Provide recommendations, based on this analysis to improve the LTC Surveyor Training curriculum. Implement techniques to assess and improve on the job performance of the LTC surveyors. The work product for this may include a competency based orientation checklist or other tools or training products as recommended.

Task 1a(4): Basic Long Term Care Surveyor Training Video Analyze Basic LTC training video annually to assess for needed maintenance, revision, updates, per curriculum updates. Update video, as needed.

Task 1b(1): Life Safety Code (LSC) Instructor Training for Trainers

Conduct the Life Safety Coded (LSC) Instructor Training the Trainer annually, as per CMS SCG Training Staff calendar. Provide one two contract instructional designer and one support person to facilitate the instructor update.

There are approximately eight LSC instructors. Review the LSC Instructor Guide and Student Manual.

Build upon lessons learned from previous trainings. Revise courseware using issues raised previous courses, per approval from CMS Program Lead and GTL.

Review attributes of the Life Safety Code Instructors, the target population for this course.

Coordinate with the CMS SCG Training Coordinator and Program Lead to plan the room size (if needed for a face to face delivery) or webinar set up (if delivered online), table layout (only if face to face delivery), IT needs, announcements, etc.

Review previous course evaluations. Make suggestions to improve future offerings.

Make recommendations to augment the methodologies and teaching strategies used to implement the instructor training. The course is designed as a face to face training. As needed, online or teleconference approaches may be used (or a combination of the two - depending on need).

Facilitate a debrief session, post training.

Provide ongoing communication to keep instructor staff informed of changes, revisions, and updates in the LTC curriculum updates, prior to course offerings.

Recommend use of technologies to improve the ongoing communication of updates to instructor staff, such as a Blackboard course for instructors (or other technology) to view new documents, communicate via discussion board, or other technologies to expedite this process.

Provide SMEs to assist Program Lead for course development, as needed.

Develop a lesson on BLSCC evaluation reports which indicated improvements needed in the course.

Work with Program Leads to develop a lesson on guidance regarding CMS Life Safety Code guidance. This lesson may include presentation concerning CMS Life Safety Code Guidance.

Develop a lesson on Instructor Guide updates. This lesson will consist of group based practical exercise.

Develop a lesson on to the Student Guide updates. This lesson will consist of group based practical exercise.

Develop a lesson on updates to support materials including course test. This training will be three to four days (as needed). This class is led by a contract instructional designer.

Provide feedback to instructors on presentation methods used during this training as required by the agenda.

Task 1b(2): Life Safety Code ISD Classroom Attendance

Provide 1-2 Instructional Designers / developer to attend the Life Safety Code Course offerings (both face to face and online) to review the effectiveness of the ISD training strategies, to look for errors in content, areas of improvement, to document comments from Program Lead and Instructors for future improvements, note any typographical errors or typos found.

Provide a report to the COR approximately two weeks after the course, note discussions, requests for revisions, errors noted, suggestions for improvements to the instructional design and content of all courseware (student manuals, slides, instructor guides, notes, etc).

Facilitate a discussion with COR, GTL, Program Lead, Instructors at a post-course briefing.

Make updates to courseware, per direction of Program Lead and GTL.

Review content with Program Lead, to assure that the revisions made are correct.

Document revisions on change document.

Task 1b(3): Life Safety Code Needs Assessment and Job Task Analysis

Conduct a needs assessment and job task analysis for the LSC Surveyor Training Curriculum.

Collect data through means of interviews, focus groups, surveys, etc. Target group shall include State Agency and Regional Office surveyors, State Training Coordinators and Regional Training Administrators, CMS Central Office Program Lead, Subject Matter Experts, Instructors, and others as needed.

Provide recommendations, based on this analysis to improve the LSC Surveyor Training curriculum. Implement techniques to assess and improve on the job performance of the LSC surveyors.

The work product for this may include a competency based orientation checklist or other tools or training products as recommended.

Task 1b(4): Basic Life Safety Code Surveyor Training Video Analyze Basic LTC training video annually to assess for needed maintenance, revision, updates, per curriculum updates. Update video, as needed.

Task 1b(5): Alignment of Online BLSC and Face 2 Face BLSC Courses

Work with CMS Program Leads and BLSC Instructor Staff / Subject Matters Experts to make sure that the content presented in both the face 2 face version and the online version of the courseware is similar. Assure that each course has similar goals and objectives, that the practice activities are similar or comparable, and that the evaluation measurements (pre-test, knowledge checks, and post-test are the same).

Task 1b(6): LSC Curriculum Development, Revision, and Maintenance

Conduct ISD to revise, maintain, and improve the existing courseware for all courses and training solutions in the LSC curriculum.

Work with CMS Program leads and BLSC Instructors to conduct ISD to refine, improve, revise, develop new additions, etc. to the Life Safety Code Surveyor Training curriculum content and courseware.

LSC Course ware includes: student manuals, training aids, activities, Power Point or Captivate ‘slide presentations’, pre-tests, practice questions, post-tests, instructor manual, and other courseware as needed for the LSC Surveyor Training Curriculum. This includes both traditional face to face course, as well as the online courses.

Advanced Life Safety Code Courses include:

Fire Safety Evaluation System for Board and Care (FSES/BC) Fire Safety Evaluation System for Health Care Facilities (FSES/HC)

NFPA 99

Develop a curriculum map to visually display the LSC Surveyor training curriculum, to include: required and recommended prerequisites, mandatory courses, post requisite requirements, recommendations for mentoring activities with an experienced preceptor during a field survey, required and recommended advanced courses, continuing education, etc.

Facilitate meetings with Program Lead to assure content is accurate, and in concurrence with CMS policy and regulations.

Provide SMEs to assist Program Lead for course development (as needed). Provide recommendations, based on this job task analysis, course evaluations, and other data to improve the LSC curriculum.

Implement techniques to assess and improve on the job performance of the LSC surveyors. The work product for this may include a competency based orientation checklist.

Please note, the courses in the LSC curriculum appear in this order:

Life Safety Code Surveyor – Course Curriculum:

Pre-requisite for BLSC Surveyor Training

· Certified Fire Inspector I

· Note, this is not a CMS offered course, but a certificate a surveyor needs to have the CFI1 in order to attend the BLSC course.

· Life Safety Code Principles of Documentation Web Based Training (WBT)

· BLSC pre-course.

Basic LSC Surveyor Training

· Basic Life Safety Code Surveyor Training Course

· Online version

· Face to face version

Advanced LSC Training Courses:

Note: The BLSC is a prerequisite to FSESs & NFPA 99. There is no order surveyors must take the FSES or NFPA after passing the BLSC course.

· Fire Safety Evaluation System for Board and Care (FSES/BC)

· Fire Safety Evaluation System for Health Care Facilities (FSES/HC)

· NFPA 99

LSC Surveyor Continuing Education:

· Note: To be developed, as needed.

Task 1b(7A): Implementation of 2012 edition of LSC Curriculum Updates

Revise all LSC training materials based on the 2012 edition of the LSC. Work with CMS Program leads and COR to conduct ISD to create new and existing courseware to include the 2013 edition of the LSC into the CMS LSC curriculum.

Update all courseware in the face to face courses and online course, to include student manuals, training aids, activities, Power Point or Captivate ‘slide presentations’, practice questions, practice activities, practice forms, surveyor training tips, competency check-lists, pre-tests, post-tests, instructor manual, and other courseware as needed. Assure that courseware is instructionally sound (as per Gagne’s Nine Events).

Task 1b(7B): Implementation of 2012 edition of LSC – SOM and LSC Form Revisions (excludes Waivers and Trend Analysis)

Conduct ISD and Human Performance Improvement to begin preparations for the implementation of the 2012 edition of the LSC. Work with CMS Program leads and COR to conduct research and development to create new SOM guidance and LSC form revisions (excluding Waivers and Trend Analysis). Content will be used in the courses in the LSC curriculum.

Includes 360 hours forms revisions and 200 hours SOM revisions for SMEs, ISD, Project leads.

Task 1c: Investigative Skills for Complaint Investigations Training

The contractor shall work with contract SMEs to develop and implement complaint investigations training according to the approved analysis/design plan that will be provided. This work will be done in 2 phases:

Task 1c(1): Phase I: Investigative Skills for Complaint Investigation (Web Based Training Development)

Convert five existing online videos into interactive web based training. These five web based lessons will be prerequisites for the core investigative skill training. There is a total of approximately six hours of video.

Develop storyboards for each web based lesson. Review content with CMS approved experts.

Pilot test each web based lesson, and refine according to the findings.

Task 1c(2): Phase II: Investigative Skills for Complaint Investigations (Scenario-Based Instructor Facilitated Training Development)

Develop a scenario-based instructor-led / instructor facilitated training on complaint investigative skills that is held for up to four and a half days. It will incorporate original video clips depicting elements of a complaint investigation. Participants would navigate through scenarios and apply their investigative skills in both group and individual learning activities.

The course will cover the investigative skill areas at the analysis knowledge level. Though leaning more toward long term care (because they are the largest population) the course is intended for all surveyor occupations that have completed the basic training level. It is especially useful for those tasked to be complaint surveyors.

Develop a detailed video script for this training. The script must be approved by the GTL / COR before video production begins.

Method of delivery to be determined, either instructor led face to face classroom training, interactive webinar or distance learning methodology.

Task 1d: Complaint Intake and Triage Training

The contractor shall support CMS in the analysis, design, development and implementation Intake and Triage training that achieves consistent application of federal rules on complaint management.

Complaint Intake involves the transmission of health care complaints from family members, residents, patients, or facilities to a State or CMS Regional Office Survey Offices. Direct field evaluation of fourteen State intake systems has been performed and documented. The general finding of this field evaluation is that there is great variation in complaint intake process and procedures, responsiveness to customers, tracking of complaints, and response time to conduct a survey based on complaints.

Triage involves the sorting of complainant facts to determine how quickly Federal/State actions will need to be undertaken.

Flowchart analysis has been created on different configurations of Intake and Triage Program. An ongoing Intake and Triage workgroup, Chaired by CMS and supported by contract instructional designers, contract SMEs, and expert volunteers from CMS and States have worked toward the beginning phase of creating an consistent, efficient and effective Intake and Triage Training program, that could be used by both States and CMS. Sensitivity to States’ resource constraints is essential for adaption of this project. Using this analysis and with further Intake and Triage Workgroup effort develop:

· Create a design plan for a best-in-class Intake and Training Program including detailing system specifications, pilot testing outline, administration procedures, evaluation criteria and plan, staffing characteristics, training concept outline and identify equipment requirements if any.

· Develop a prototype Intake and Training Programs. Alpha test and refine the prototype Intake and Training Programs.

· Plan and Coordinate with CMS Regional Offices and States for a pilot test of the Intake and Triage Training Programs.

Concerning complaint investigation; the contractor will develop, design, and implement Complaint Investigation Skills, web based training, and a classroom scenario-based course on core investigative skills.

Conduct ISD for the Complaint Intake, triage/prioritization of complaints, and communications related to complaint documentation in a CMS electronic data system called ASPEN Complaint Tracking System (ACTS). This course development includes both traditional and distance learning designs, job aid development, needs assessment, streaming services, courseware maintenance, media production, fulfillment services, meeting presentations, professional consultation, training program evaluation, marketing services and procurement of supporting materials including hardware and software. Upon implementation, revise and maintain courseware as needed, based upon course evaluations or CMS Program Lead recommendations.

Task 1e: Survey Executive Training Institute - Instructional Design and Development Conduct ISD to develop and implement the annual Survey Executive Training Institute. The target population for this course is State Directors and other high ranking State personnel related to Survey and Certification, CMS Central Office and Regional Office managers, and other key personnel related to Survey and Certification.

This training will be 2-3 days per the instructional design and analysis. This type of course can expect 100 – 150 students.

Assist the CMS SCG Training Team Director and Management staff to develop the SETI.

Perform ISD for the analysis, design, development, implementation, and evaluation of the annual CMS SCG SETI, per CMS SCG Training Staff Calendar.

Use lessons learned from the previous year to improve the planning, communication, and implementation of each annual course.

Facilitate meetings with the Training Team Director, GTL, SCG Training Staff Director, SCG Director, SCG Division Directors during CMS SCG Managers Meeting (or as indicated), to:

· Plan timelines.

· Facilitate discussions.

· Conduct brainstorming ideas for key note speakers and breakout sessions.

· Conduct analysis of needs and course topics from Survey Executive staff.

Work with Training Team Director to prepare draft agenda with titles of topics and speakers. Revise as needed. Contact speakers (as needed) to request their participation.

Provide SMEs to assist Program Lead for course development (as needed).

Provide 1-2 Instructional Designers to attend each course offering to review effectiveness of ISD training strategies, look for errors or areas of improvement, document comments from Program Lead and Instructors for future improvements, note any typographical errors or typos found. Provide a report to the Training Team Director, GTL, COR approximately two weeks after the course.

Facilitate a discussion with COR, GTL, Program Lead, Instructors at a post-course briefing. Facilitate a debrief session, post training. Discuss course implementation, plan improvements for next course offering, implement changes for next course.

Design the course to meet the needs of the target population.

Conduct a target population analysis and job analysis to identify critical tasks, procedures, and regulations.

Task 1f: State Agency Director Orientation Course (SADOC)

The contractor shall conduct ISD to refine and update the State Agency Director Orientation course. The course includes pre-course web-based training, annual classroom training, and post online advanced training.

The contractor shall update the online and classroom courseware for the SADOC training, developing and improving courseware that is instructionally sound training in the following phases:

Review S&C 101 course for concurrence and consistency. Revise and update as needed. Pilot update to course at the April 2016 rendition of the SADOC.

Review and revise the annual SADOC classroom training. Work with Training Team Director and CMS SCG Directors (and others as assigned) to develop and refine the classroom course ware, presentations, content, teaching strategies and methodologies to improve the course for learners.

Provide 1-2 Instructional Designers to attend each course offering to review effectiveness of ISD training strategies, look for errors or areas of improvement, document comments from Program Lead and Instructors for future improvements, note any typographical errors or typos found. Provide a report to the COR approximately two weeks after the course. Facilitate a discussion with COR, GTL, Program Lead, Instructors at a post-course briefing.

Facilitate a debrief session, post training. Discuss course implementation, plan improvements for next course offering, implement changes for next course per direction of COR.

Conduct an analysis of the State Agency Director Orientation course and leverage analysis of the Executive Training Course from previous course evaluations, feedback, suggestions, and input from previous developers or presenters as needed to improve each annual SADOC.

Review this content with RO or CMS staff and revise as needed. Facilitate workgroups to develop and review work.

Conduct ISD to include training objectives, evaluation questions to measure that objectives were met, media, and training sequence. The content will be relevant to performing survey and certification executive tasks and duties.

Update and augment classroom training on Non-Long Term Care issues relevant to State Directors as needed.

Update the course materials online and classroom. Pilot updates.

Refine the updates for the general sections of the SADOC, the LTC sections, and the Non-LTC sections. Further refine the course materials for future classroom courses, or convert to web based training as directed.

Refine the updates for the general, LTC, and Non-LTC sections. Improve the instructional design of course materials (including classroom and web based training).

Convert face to face lessons to web based training as needed, to function as either stand-alone modules (in the SADOC curriculum, prerequisites, or post requisites).

Web-based Training The contractor shall develop advanced leadership topics for the State Agency Director Orientation course as needed. Course topics may include: CMS/Survey and Certification Group automated systems, State budget preparation, special focus facilities, or other current topics per need. However, advanced topics will not be created all at the same time; contractor will work with CMS to define immediate requirements and develop new materials as time and demand indicate. Two topics annually is suggested.

Task 1g: Certification Specialist Web Based Training (WBT) Development

Currently, an urgent need exists for CMS Regional Office Certification Specialists (CS). Many Regional Office Certification Specialists have retired. Orientation Training is needed to train their replacement staff.

The contractor shall conduct ISD to refine and update the Certification Specialist Web Based Training Course, developing new materials and improving existing training materials and courseware that is instructionally sound training to meet the need.

As a priority, the contractor shall conduct ISD to develop training for the Certification Specialist in two phases:

· Phase I: Develop a webinar as a quick update on the most pressing problems

· Phase 2: Follow up to include a comprehensive training plan and design; develop, implement, and evaluate all other lessons.

Phase I:

In phase one, the contractor developed a two part webinar training plan as a first start to the Regional Office training plan to meet the Basic Skills for Regional Office Certification Specialists. The intent is to meet the urgent training needs of the Regional Office (RO) certification staff. Developed training materials focusing strictly on the needs of Regional Office (RO) certification staffs. Webinars will be archived and posted to the Surveyor Training Website, along with additional training aids and resources.

Phase II:

In phase II, contractor will create additional modules as indicated by SMEs and CMS experts to meet the training needs of Regional Office and State Agency Certification and Enforment Specialists.

Conduct ISD to develop a comprehensive long term training plan for both Regional Office and State Survey Agency staff.

Contractor will create additional Certification Specialist WBT modules (and or webinars). The contractor will provide up to four SMEs.

Current Certification Specialist training is aimed at:

Federal Certification Specialists and Enforcement Specialists, who have extremely complex and very focused specializations in areas of certifying providers as qualified to care for patients and residents connected with federal programs and overseeing enforcement of cases where providers and/or suppliers do not comply with CMS standards, Conditions, etc.

State Certification Specialists perform more administrative functions. Current training materials have the generic foundations that are useful for both State and federal Certification Specialists.

The end result must use a similar GUI and functionality. To see example of the Certification Specialist Web Based Training go to http://surveyortraining.cms.hhs.gov/index.aspx, Analyze current content and select topic proposal for this development.

Develop quick fix updates, via webinar, attempting to use existing online training materials as much as possible and with corrections suggested by SMEs. Develop wraparound training segments and introductions that assure that students are appropriately led through the content and prepared to function at the orientation level (beginners).

Develop a detailed plan for the comprehensive update. Develop storyboards for this web based lesson. Have content reviewed for accuracy by RO SMEs, and ensure accordance with the SOM.

Develop courseware. Pilot test. Refine as needed. Revise and maintain content to keep it currenct and accurate.

Task 1h: Instructional Systems Design for Webinar and Web Based Training Developments

Contractor will provide2 Instructional Designer/ Webinar Development Multimedia Specialists FTE to conduct ISD for all aspects of course ware development. Training developments will focus on webinar or similar online distance learning methodologies. Training developments may also include a face to face component, or a combination of these approaches - based upon the best approach to meet the learning needs and desired outcomes.

ISD will conduct all aspects of training developments, including analysis, design, development, implementation, evaluation, and revision to deliver an interactive and engaging webinar.

Contractor will:

· Develop and produce 3-5 webinar online events (this may vary due to complexity and size of courseware needed). The webinar events may consist of individual webinars, a training course converted to multi-day webinar or webinar broadcast from an instructor led classroom training, depending on the needs of the CMS SCG Training Staff.

· Coordinate with webinar presenters on expected topics and recommend ways to present information.

· Provide open caption to satisfy 508 compliance requirements.

· Provide CMS with transcripts and recordings of all recorded webinars.

· Archive webinars, as directed by CMS.

· Upload webinars to Surveyor Training Website, for learners to access later.

· Assure courseware is 508 compliant.

· Develop training aids for web based training products.

· Convert short and multi-day webinars or webinar broadcasts from an instructor led classroom training into either archived webinars or self-paced web based training, depending on the needs of the CMS SCG Training Staff. The goal is for staff to be able to access the courses at a later date, and for future learners to be able to complete the courseware at the needed time.

· Coordinate with webinar presenters on expected topics and recommend ways to present information.

· Provide technical support for archiving webinars, utilizing both Adobe Captivate and Adobe Presenter, or other software technologies as indicated by best practice.

· Upload webinars to Surveyor Training Website, for learners to access later.

· Assist with hosting and development of webinars to include multi-day webinars.

· If needed, conduct ISD to convert webinar trainings into a web based training (either a self-paced asynchronous online course / or an interactive hybrid facilitated course – per need).

· Provide orientation and training to students and instructors on the webinar basics and learning online.

· Apply the AHA ISD work processes to webinar developments, to facilitate an effective and efficient design and development plan.

Task 1i SME Support for R&D Surveyor & Certification Specialist Guidance / Training Development

Contractor will:

Provide Subject Matter Experts to work with the Instructional Design staff, COR, and CMS Program Leads to conduct Research and Development (R&D) for the ISD tasks (analysis, design, development, implementation, evaluation, revision and maintenance) of CMS SCG Training Products.

Subject matter experts will be utilized as needed for SCG training development tasks, Research & Development (R&D), content development, revision, and maintenance of CMS SCG Surveyor and Certification Specialist training efforts. This applies to all courses named in this contract and for additional new course developments, as per CMS SCG training needs.

· Long Term Care (LTC) Training Curriculum

· Life Safety Code (LSC) Training Curriculum

· Implementation of 2012 edition of LSC – SOM and LSC Form Revisions

· Investigative Skills for Complaint Investigations Training

· Survey Executive Training Institute (SETI)

· Complaint Intake and Triage Training

· State Agency Director Orientation Course (SADOC)

· Certification Specialist Training Curriculum

· Web Based Training Development and Support

· SME Support for R&D Surveyor & Certification Specialist Guidance / Training Development

· Basic Health Facilities Surveyor Course (LTC version)

· BHFS - Introduction to Surveying for Non-Long Term Care

· Principles of Documentation (LTC version)

· Principles of Documentation for Non-Long Term Care

· ISD for Additional Surveyor and or Certification Specialist Training, as per CMS SCG need

· Basic Home Health Course

· Basic Hospice Course

· Additional Courses per need of CMS SCG

Task 1j: Provide Toll Free Phone Line and Webinar Link for Work Group Teleconferences

Contractor will provide a toll free 1-800 line for teleconferences for status and development calls. Contractor will send Outlook appointments for meetings, to include the project title, phone number, and webinar link in the Subject & Location line.

Task 1k: Graphic Subscription

Contractor will provide at least 1 graphic subscriptions as a direct cost, e.g. from Think Stock or another acceptable graphic subscription, to be used for CMS SCG Training endeavors.

Task 1l: Webinar for Working Group Meetings for Subject Matter Expert Workgroups

Contractor will provide at least one subscription to Adobe Connect (or other CMS approved online meeting system) to be used for CMS work group meetings between contractor staff and their Subject Matter Experts, for course analysis, development, revision & maintenance, practice sessions, and training sessions.

Task 1m: ISD for Additional SCG Training Products, per CMS SCG Need

As stated on page 2 of this Statement of Work, “Instructional design processes and procedures will be used to develop training and implement training for Survey and Certification occupations. The majority of emphasis in this contract is on Long Term Care Surveyors (LTC) and Life Safety Code Surveyors (LCS), but there is surveyor training support needed for all other survey occupations, such as: Hospital, Home Health Agency, Hospice, etc.,.”.

Contractor shall conduct ISD to provide 3 to 4 training products for the Surveyor & Certification Group. Course topics will be provided by the COR. Training solutions, instructional strategies, and delivery method may vary according to needs, the best training methods and media will be recommended for face to face course ware, self-paced or instructor facilitated online course ware, or a combination of solutions for the following CMS SCG Divisions:

· Division of Acute Care Services

·…