2. Assessor training Module 6 – Communications with Candidates Interstate Renewable Energy Council IREC ISPQ Accreditation and Certification Assessor Training

3. Communications Know what expectations IREC has for an IREC ISPQ Assessor regarding communication with candidates Be able to describe essential protocols regarding communications between assessors and candidates Recognize poor and well written nonconformities Write an non-conformity based on a sample scenario By the end of this module, you will: Assessor Training

4. Important Qualities Assessor Training Lesson: Communi- cations Objectivity Integrity Tact Confidentiality Flexibility Persistence Communication Skills

5. Identify Conflict of Interest Assessor Training Lesson: Communi- cations Assessor or family member trained by the candidate Assessor or family member has worked or consulted for candidate Assessor or family member works for a direct competitor of candidate Assessor holds strong opinions about candidate Assessor holds a financial stake in the program

6. Keep Accurate Records Assessor Training Lesson: Communi- cations Clear and concise Refer to the Standard Observations based on evidence Check spelling and grammar

7. Use the IREC ISPQ Standard Assessor Training Lesson: Communi- cations Verify you and candidate are referring to the same version of the Standard Focus on evidence and facts Only the Award Committee can confer an award

8. Maintain Confidentiality Assessor Training Lesson: Communi- cations

9. Avoid Consulting Assessor Training Lesson: Communi- cations

10. Assessor Training Lesson: Communi- cations Keep it Polite and Professional

11. Learning Activity Assessor Training The questions in these activities are a different way to think about the material and should not be thought of as tests. For your convenience the questions are also included in the Practice Exercises. You can use these to jot down your answers before moving to the answer slide. Use your down arrow to continue with this module.

12. Learning Activity Assessor Training In the beginning of this lesson, seven qualities were presented that IREC ISPQ assessors are expected to possess. Many of these are exhibited in specific communication protocols. Which of these qualities do you think would be most called upon when adhering to each communication protocol? Some qualities apply to several protocols. 1.Objectivity 2.Integrity 3.Tact 4.Confidentiality 5.Flexibility 6.Persistence 7.Good Communication skills Use your down arrow to see the answers, then again to continue with this module. Keep it polite and professional Avoid contentious exchanges Avoid consulting or giving program-specific advice Maintain confidentiality Use the IREC ISPQ Standard Keep records of all work and communications Identify conflict of interest

13. Learning Activity There really are no right or wrong answers here. All these qualities are called upon at one point or another in the assessment process. Below is one assessor’s perception of the match between qualities and protocols. What were yours? 1.Objectivity 2.Integrity 3.Tact 4.Confidentiality 5.Flexibility 6.Persistence 7.Good Communication skills Flexibility and persistence apply to all communications and aspects of the assessors job. Use your down arrow to continue. Assessor Training 3 1, 2 4 1 7 1,2 Keep it polite and professional Avoid contentious exchanges Avoid consulting or giving program-specific advice Maintain confidentiality Use the IREC ISPQ Standard Keep records of all work and communications Identify conflict of interest

14. Nonconformity Assessor Training Lesson: Non- conformities Non·con·form·i·ty [non-kuhn-fawr-mi-tee] – noun Deficiency or inconsistency that prevents an Assessor from confirming compliance with a specific area of the IREC ISPQ Standard.

15. Nonconformities Assessor Training Lesson: Non- conformities Include the following: The number of the standard item (i.e., Tier 2.1) Identification of the Standard’s title (e.g., IREC ISPQ 01022: 2011 or other Standard #) The text of the Standard item--or an abbreviated portion of the relevant part Description of the deficiency/nonconformity Statement of why this deficiency is not in compliance with the standard item

16. Nonconformity Example Assessor Training Lesson: Non- conformities Tier 1.5, IREC ISPQ-01022: 2011, states that the candidate must “employ a written contract with any paid outsourcers or contractors…. This contract shall define the relationship between the employer and the outsourcing agent or contractor and shall hold contractors to the Core requirements of this ISPQ Standard.” The candidate has a standard subcontractor/volunteer contract, but this document does not contain language specific to confidentiality, which is a requirement under the Core Requirements of the ISPQ Standard.

17. Learning Activity Assessor Training Is any part of this non-conformity missing? Tier 2.7 Task Analysis Basis for Curriculum or Syllabus: To be eligible for recognition as an Accredited Training Program, the IREC ISPQ Standard 01022: 2011 requires that candidates offer a course, courses, or program(s) based on an established industry approved Job Task Analysis. The candidate has defined their syllabi and curricula based on the NABCEP Entry Level Learning Objectives and therefore does not match the curriculum to an industry approved Job Task Analysis. Use your down arrow to see the answer, then again to continue with this module.

18. Learning Activity Assessor Training All necessary parts of the non-conformity are included. Tier 2.7 Task Analysis Basis for Curriculum or Syllabus: To be eligible for recognition as an Accredited Training Program, the IREC ISPQ Standard 01022: 2011 requires that candidates offer a course, courses, or program(s) based on an established industry accepted Job Task Analysis. The candidate has defined their syllabi and curricula based on the NABCEP Entry Level Learning Objectives and therefore does not match the curriculum to an industry-approved Job Task Analysis. Number and standard title Description of the deficiency Content of the Standard

19. TRUE or FALSE? When you determine a deficiency or inconsistency in the candidate’s response or documentation to a particular requirement, you must write up a nonconformity using a specific format. Use your down arrow to see the answer, then again to continue with this module. FALSE. When you determine a deficiency or inconsistency you first attempt to clarify or resolve it during the iteration process. Learning Activity Assessor Training

20. TRUE or FALSE? When non-conformities are identified during an on-site assessment you must present them in concise written form to the candidate during the final meeting. Use your down arrow to see the answer, then again to continue with this module. TRUE. Non-conformities identified during the on-site assessment are presented to the candidate in the closing meeting. Learning Activity Assessor Training

21. Sample Communications Assessor Training Lesson: Non- conformities

22. Summary Assessor Training Identify conflict of interest Keep accurate records Use the Standard Maintain confidentiality Avoid consulting Keep it polite and professional Avoid contentious exchanges Objectivity Integrity Tact Confidentiality Flexibility Persistence Good communication

23. Summary Assessor Training Include the following: The number of the standard item (i.e., Tier 2.1) Identification of the Standard’s title (e.g., IREC ISPQ 01022 or other Standard #) The text of the Standard item -- or an abbreviated portion of the relevant part Description of the deficiency/nonconformity Statement of why this deficiency is not in compliance with the standard item

24. Summary Assessor Training Assessor Communications

25. Module 6 complete. Thank you. Assessor Training Be sure to do the practice exercise before moving on to Module 7.