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Service Level Agreement

between

ScoutWired Training, Learning & Development

and

ScoutWired Council

and

ScoutWired Team Members

Date of Development: 08/03/2016

Contact Name: Joe Fletcher

SCOUTWIRED TLD TEAM: SERVICE LEVEL AGREEMENT

Contents:STATEMENT OF INTENT

This Service Level Agreement (SLA) formalises the ScoutWired Council’s commitment to our users and team members. This agreement outlines the operational policies and practices that define the services expected from the ScoutWired Council, and ScoutWired Training, Learning and Development Team. This agreement is available for use at all times by all team members, council and users.

OBJECTIVES OF SERVICE LEVEL AGREEMENT

The primary objects of this SLA are as follows:

To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels.

To provide support and clarity for team members and users in all aspects of the implementation of the organisational policies and procedures.

To provide support and functional agreement on the management of complaints, concerns and grievances in relation to the SLA, or aspects contained in this SLA.

To document and uphold an agreed service standards and timelines for prescribed services in accordance with organisational policies and procedures.

To assist team members of the organisation as required in areas of support services in accordance with organisational policies and procedures.

To support Council by providing clarity of parties roles and responsibilities in areas of recruitment and workforce planning, performance management, team member development, and user relations.

PARTIES INVOLVED IN SERVICE LEVEL AGREEMENT

This agreement has been created through consultation with the ScoutWired Training Learning & Development Team, and the ScoutWired Council.

PERIOD OF AGREEMENT

This agreement will remain in effect for a period of (1) one year from the sign off date. An extension of this agreement can be made during a formal meeting, and must be recorded in the Document Control section of this agreement.

REVIEW PROCEDURE

This agreement can be amended during a formal meeting between the parties to the agreement, throughout the period of agreement. Review and auditing of this agreement is to be completed and documented every 3 months

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COMPLAINT RESOLUTION

ScoutWired has a specific method for dealing with concerns, complaints, and grievances. Please go to ScoutWired.org and create a ticket on the Contact Us page, and your ticket will be reviewed and you will be contacted by a team member within 48 hours. If your matter is urgent, we suggest you contact [email protected]. In the event of an enquiry needing to be escalated or referred to council, a Team Coordinator can be requested to assist in the processing of an issue, with a final escalation to be managed by the ScoutWired Coordinator.

REFERENCE DOCUMENTS

ScoutWired User Management Process ScoutWired Child Protection and Network Security Policy ScoutWired Incident Report Form ScoutWired Temporary User Adjustment Form ScoutWired World Edit Request Form ScoutWired Complaint Management Policy

SERVICE LEVEL MONITORING

Services listed in the SLA will be monitored constantly throughout the duration of the agreement by the administrator of this agreement. Regular feedback collection methods will be employed to engage users and team members, including online surveys, through monthly meetings, and Council meetings.

MANAGEMENT OF THE AGREEMENT

For the duration of this agreement ScoutWired Coordinator, Joe Fletcher will be the administrator for this agreement. Re-appointment or transition of appointment can be done via a formal meeting between the parties, or as required at the discretion of the ScoutWired Coordinator after agreement with the Deputy Coordinator.

CHANGES TO THE AGREEMENT

Changes and amendments to this agreement are to be discussed at any formal meeting between all parties, and recorded and signed off in the document control section of this agreement, and must include the date, time, and chairperson of the minutes of the meeting.

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SCOPE OF SERVICES

Service Service Level from the Council/TLD Team Responsibilities of Coordinators/Team Members Measurable / timeframe

Training and Development

These services are offered by the TLD to support the training and development

needs of all ScoutWired

TLD to provide information and advice on identifying and addressing skills gaps and training needs

TLD to provide information on internal and external training and development opportunities

TLD to maintain a current database of training outcomes

Coordinators must communicate potential training opportunities to users and other team members

Coordinators must advise users of mandatory training and ensure that bookings are actioned within the required timeframes

Coordinators must communicate any specific training needs, related to their team’s operational needs to TLD within a reasonable time period

Information on training will be made available on the training website and reviewed/ updated quarterly by the Head Trainer

TLD to manage and coordinate staff bookings into all training required modules

TLD to undertake the planning and booking of all training events.

Coordinators must respond promptly to requests for training and development from team members or users

Coordinators must book all training through the TLD, using the ticket system

Coordinators must inform the Head Trainer immediately they are aware that trainee is unable to continue training

Training request tickets must be received by TLD prior to enrolment of students in a course

New Students will be required to create a login on Moodle after being contacted by TLD Team

No ticket, no enrolment No training completed

to minimum pass standard, no permissions or advancement

TLD to facilitate the learning and development of all team members and

Coordinators are required to announce any person to council they feel should be eligible for training

All new users under 16 years of age are to be

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user on ScoutWired TLD will not accept candidates who are

unverified or are not registered with an NSO without council approval

and development that are under the age of 16 years

Coordinators are to provide background checks and proof of registration with an (NSO) National Scouting Organisation (WOSM or Non-WOSM)

discussed at council prior to approval for enrolment in training

Verification checks to be completed prior to enrolment for training

TLD will provide feedback to all students at the end of each training module

TLD to provide support and mentoring for students engaged in any ScoutWired training module

TLD to collate training feedback and data to facilitate improvements in training and development, and future training requirements

All students enrolled in a course have 90 days to complete the course and submit a first attempt

Students who fail to submit within 90 days of enrolment will be unenrolled and the requesting coordinator will be advised of their unenrolment

Students who have failed to pass a module are required to meet the passing criteria within 90 days of their last attempt at a module.

Students who fail to pass a course within 90 days of their first submission will be unenrolled and the requesting coordinator will be advised of their unenrolment

There are modules who have exceptions to this policy. Training Team modules have no time limits, but are required to be completed prior to appointment to the TLD team

Students will be appointed a tutor during the training process

Student outcomes and course statistics to be reported at monthly council meetings

To update, manage and maintain all training records on the student/trainer database

Coordinators must inform the TLD when users have attended any training not directly organised through the TLD

TLD will communicate to Coordinators when the required training modules are completed by a student and that they are cleared for adjustment of their permission or appointment to a team

Ticket system to be used to action both training and advise completion of training

Ticket system is to be the only method to request enrolment of a student in a course.

Recruitment and Selection

Service Level from Council / TLD team Responsibilities of the Coordinators/Team Members Measurable / timeframe

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These services are provided to support and assist in planning, pre-appointment screening, and the documentation associated with selection of appointments

Council to monitor and audit the workforce requirements quarterly

Council to provide feedback to TLD regarding planning and analysis

TLD to provide ongoing support to Council by creating an e-learning environment

TLD to provide appropriate training, learning and development programs based on the requirements of departments

TLD to conduct training modules that comply with current policies and procedures

TLD to assist in the pre-appointment process for new appointments through providing Coordinators feedback on trainees

Coordinators are to advise council in advance to any advertising or screening of potential new appointments

Council to discuss all appointments over entry level appointment prior to approval for training and promotion

Team Members are not to request training via the ticketing system. All training requests are submitted via a Coordinator

Only the TLD Coordinator can train and appoint new trainers. New Training Team members can be recommended by Coordinators, however this does not mean that the candidate will meet TLD trainer requirements

TLD team members will not provide training to any person not currently enrolled in a course

User are not to contact TLD for any reason apart from training related issues and support for Moodle or Glogster

Discussion of users with council regarding appointments can be held outside of the monthly meeting so long as at least 60% of the council agrees with an appointment

TLD reports will be tabled at each meeting and include updates on training outcomes

TLD to provide support for appointments

Council to assist Coordinators with documentation to support candidate screening and selection process

TLD to provide formal response to candidates about successful or unsuccessful outcomes for use by Council/Coordinators

Coordinators to use only approved templates for TLD outcomes

Documentation to be kept in the Media folder on the ScoutWired.org website, and to be available for all users via hypertext link

Council to advise users on behalf of a Coordinator in the event that council decided against an appointment, where the Coordinator is not comfortable in providing the negative outcome

Templates to be setup in ticketing system for use by Coordinators/Help Desk Team members

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Help Desk Service Level from Council / TLD team Responsibilities of the Coordinators / Team Members Measurable / timeframe

These services are provided by the TLD Team to assist in the processing, management, and operation of the Help Desk Ticket System

TLD to provide training for all operators using the Help Desk Ticketing System

TLD to provide documentation, templates and resources to support the Help Desk Ticketing System

Council to authorise creation and access to a ScoutWired email address for all approved operators using the Help Desk Ticketing System

Coordinators and all approved operators are to regularly check the ticket system and the associated email to their account for ticket updates and ticket assignments

Approved Operators are not to action any law enforcement level tickets and must assign them to a Coordinator for escalation and confirm the attachment of an incident report

Tickets to be answered within 48 hours or marked for further escalation

Law Enforcement Tickets are NOT to be closed without council approval

Council is to provide a supported Help Desk Ticketing System for use by appointed members to manage; complaints, issues, technical support, training learning & development, administration, Minecraft, and TeamSpeak

Any person who is required to access the Help Desk Ticketing System must complete training prior to accessing the system or being assigned as an operator

User for Help Desk Ticketing System need to complete the following modules to qualify for system access: CPNS, UMM, and Help Desk Training

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CONTACT DETAILS :

Service : Contact Person/s : email :

Coordinator : Joe Fletcher [email protected]

Training : Paul Harrison [email protected]

Deputy Coordinator : Hamish Price [email protected]

Administration : Jono McLaren [email protected]

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mailto:[email protected]





AGREEMENT OF PARTIES

This Partnership Agreement will continue in operation for a period of one (1) year at which time the document will be thoroughly reviewed.

________________________________ _________________________________

Date

________________________________ _________________________________

Date

To be reviewed on Date: 08/03/2017

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DOCUMENT CONTROL SHEET

Version Control

Documented Change Date/Time Authority/Chairperson

V 1.0 Initial Draft Approved Signed Agreement made by both parties as seen above

V 1.1 Change of administration

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