W9124J20R0015 Atch 9 ACES Instructor SOP 8 May 20.pdf
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- Attached to
- U. S. Army Continuing Education Support Services Solicitation Amendment Federal contract opportunity
- Solicitation number
- W9124J20R0015
About this file
This document contains an instructor standard operating procedure and attachment to a federal contract solicitation. The solicitation seeks continuing education support services for the U.S. Army Continuing Education System managed by the Headquarters, U.S. Army Installation Management Command. The attachment provides guidance for instructors on daily operations, customer service, telephone protocols, supporting education programs, facility usage, work orders, and safety procedures. It also outlines instructor responsibilities including utilizing government curriculum, providing academic skills training, maintaining student records, and supporting special events. The primary curriculum is the Peterson's Online Academic Skills Course, which can be taken in a classroom or self-study format. Instructions are provided on enrollment, assessment, and administration of the course.
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Text version
W9124J20R0015 – Attachment 9
Instructor
SOP
HQ IMCOM
Army Continuing Education System (ACES)
July 2020 http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjCus_l2KDPAhWMNiYKHRnLA1IQjRwIBw&url=http://www.flickriver.com/photos/tags/crests/interesting/&psig=AFQjCNHdwmN3Epc8gGKiuCOr91Jh0fYMEg&ust=1474555326897839
Table of Contents
DAILY CHECKLIST
CUSTOMER SERVICE
World-Class customer service is our business!
Greeting Customers
TELEPHONE PROTOCOL
Phone Operation
SUPPORT EDUCATION CENTER PROGRAM AREAS
FACILITY USAGE
PLACING WORK ORDERS
BUILDING SAFETY
Instructor Basic Responsibilities
Basic Skills Procedures
1. ........................................................... Modes of instruction for the Peterson’s OASC:
2. .................................................................................... Conducting Peterson’s OASC:
DAILY CHECKLIST
Complete daily operational tasks noted below as needed:
Make sure electronic and computer equipment is turned on and operational, Maintain the assigned classroom and work areas
Ensure computers and peripherals are clean and operational
Maintain the BSEP/OASC information marketing materials
Maintain files IAW Army Records Information Management System (ARIMS) and ACES information customer management systems
CUSTOMER SERVICE
World-Class customer service is our business!
Greeting Customers
First Come First Serve Basis
Customers are always treated with dignity and respect
Every Customer MUST Sign-in, NO Exceptions!
TELEPHONE PROTOCOL
Phone Courtesy
Before answering the phone; smile, then start the conversation with “Thank you for calling the (Location) Education Center, how may I help you?”
If you are currently helping a customer and the phone rings, excuse yourself answer the phone IAW this SOP and ask them to please hold. Place them on hold or take a message.
Do not forget to take them off hold, service is on a first come first serve basis.
Sign and date all messages and give them to the appropriate person or transfer the customer to the counselor.
If someone wants to leave a message for a counselor you may take a detailed message to include: name, rank, last four of SSN/GAE User ID, and phone number
Phone Operation
Answering the phone: the main phone line is XXX-XXX-XXXX.
o Call waiting: education center specific.
Dialing Out: education center specific
Transferring Calls: education center specific
Maintain education center phone roster at desk.
SUPPORT EDUCATION CENTER PROGRAM AREAS
Assist ESO, ESS, and Guidance Counselors as needed in conducting Education Center operations.
Support special events like college fairs and graduation; etc.
FACILITY USAGE
Arrange materials, classroom equipment, and computers as needed
PLACING WORK ORDERS
Assist ESO and facility manager with completing, submitting, and ensuring completion of all work orders for Education Center facilities.
Catalog and assist in administration of equipment/supplies and completion of hand receipts, sub-hand receipts and Property Inventory Reports
Education center specific.
BUILDING SAFETY
Identify, report, and assist in correcting safety issues, i.e. slipping, tripping hazards
Assist in maintaining a secure environment and assist with Random Access Measures
(RAM).
INSTRUCTOR BASIC RESPONSIBILITIES
The Contractor’s Instructor shall perform the following services:
1) Utilize Government-provided program of instruction IAW current Army policy and program guidance
2) Provide Functional Academic Skills Program academic basic skills remediation, test preparation, prerequisite study for service schools, college classes, and military professional development training via face to face or electronic methods (e.g., live video/live chat, etc.) IAW
SOP, AR 621-5, and/or current directives
3) Maintain student records and course documentation IAW SOPs and written directives, providing this information to the ESO/ESS as required
4) Use Test of Adult Basic Education (TABE) or other diagnostic tools to develop customized plan of instruction for each student
5) Use GoArmyEd to document attendance and progress
6) Support special events as requested by ESO (i.e. college fairs, graduation, etc.).
7) Maintain work area/office in a clean, neat, professional, and orderly manner.
8) Ensure computers and peripherals are clean and operational.
Basic Skills Procedures
The Peterson’s Online Academic Skills Course (OASC) will be the primary curriculum; t www.petersons.com/skillscourse. Instructors may use supplemental materials to provide additional instruction in order to reinforce teaching concepts in the Peterson’s
OASC.
IAW AR 621-5, the TABE 9/10 A is required to assess the need for Basic Skills.
However, in the absence of this version and level of TABE, administer the version and level of TABE available in your education center
The only requirement for a Soldier to attend a Basic Skills class is the commander’s approval
Peterson’s OASC is open to all services and components, DoD civilians, and adult Family members. DoD civilians and adult Family members may attend classes on a space-available basis http://www.petersons.com/skillscourse
1. Modes of instruction for the Peterson’s OASC:
a. Classroom - Education Services Officer will choose either a 40 or 60 hour format of instruction.
b. Self-Study – Ending date will be no more than 60 calendar days from the start date. Periodic follow-up is required. Education center staff will recommend resource links or points of contact.
2. Conducting Peterson’s OASC:
a. Training – Each Education Services Officer will attend OASC training. Training will be coordinated by contacting both HQ IMCOM ACES and HQ ACES, AHRC.
b. Enrollments – Each education center will be provided a unique OASC access code. Education center personnel will use this access code to enroll students. Access codes must never be given to students. All enrolled students must be entered in
GoArmyEd. (Specifics concerning self-study students will be addressed in training.)
c. If a Family Member or DAC elects to take the Peterson’s OASC through self-study, they may enroll at the Peterson’s site, www.petersons.com/dantes. Education
Center permission is not required; however, Peterson’s will provide an admin login and password to collect data from this site to track Family member and DAC enrollments.
d. Assessment.
– The Peterson’s OASC pre-assessment will be administered on the first day of classroom instruction. Self-study students will take the assessment immediately upon enrollment in the education center. This assessment is critical to developing the
Individual Learning Path (ILP).
– Peterson’s practice AFCT will be used to determine readiness to take the AFCT.
- ESO/designee will review progress results and recommend AFCT testing (with required Form DA 4187) or further remediation.
http://www.petersons.com/dantes
REMINDERS:
Soldiers are required to complete the course when it is within their control to do so.
It is the Education Services Officer’s responsibility to let commanders know when
Soldiers are not following courses through to completion. Course completion includes administration of the pre and post TABE and the Peterson’s post assessment.
The majority of our Soldiers attend classes in order to increase GT scores. If a
Soldier has successfully completed the Peterson’s OASC (assessment and test results are good), AFCT should be scheduled immediately, prior to the Soldier leaving the education center. If a Soldier’s goal is to increase their GT score, has successfully completed the Peterson’s OASC, but is not scheduled to take the AFCT, ACES is failing in our mission. Once a Soldier leaves the education center on the last day of class, it’s difficult to get them to return to take the test because skills and confidence levels often decline. We have great results for those who have followed through and taken the
AFCT immediately after the Peterson’s OASC.
If any of your staff would like to view the program, please use the Peterson’s OASC test site at www.petersons.com/oasc. Once on the site, please register as a new user and choose a login and password. You will have access to the test site for two weeks.
When you sign in to the actual student website using your name or an alias, it skews our statistical information. The actual student website is ONLY for student use, not for training or viewing the program http://www.petersons.com/oasc
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