NCAA Division I Requests/Self-Reports Online Interpretations NCAA Division I Bylaw Team Update Andy Cardamone Charnele Kemper.

NCAA Division I Requests/Self-Reports Online

Interpretations

NCAA Division I Bylaw Team Update

Andy CardamoneCharnele Kemper

Overview

• NCAA Division I Bylaw Team Model and 2015-16 Interpretations Team Goals.

• Data.

• Best Practices.

• Feedback.

Bylaw Team Model and 2015-16 Goals

Bylaw Team Federated Model

• Interpretations and Legislative Relief waivers (LRW). • Division I• Bylaws 11/13/17 • Charnele Kemper and Jen Roe (interpretations)• Abbie Renaker (LRW)

• Bylaws 12/15/16 • Jobrina Marques and Alex Smith (interpretations)• Jerry Vaughn (LRW)

cont…

Bylaw Team Federated Model

• Interpretations.• NCAA Divisions I, II and III• Bylaw 14 – Emily Capehart and Andy Cardamone

• LRW.• Division I • 4-4 Transfer - Kelly Brummett

cont…

Bylaw Team Federated Model

• Develop subject matter experts.

• Develop relationships with institutions/conference staff.

• Increase efficiencies of interpretations and waiver case processing.

Goals

• Improve customer service.• Measured by membership survey results.• Improve percentage of “exceeds expectations”.

• Methods.• Develop quality assurance program.• Increase accuracy of responses. • Provide opportunity for ongoing feedback.• Share examples of good customer service.

Quality Assurance Program

• Team leads conduct monthly audit of Requests/Self-Reports Online (RSRO) interpretations cases.

• Cases selected based on communication after decision.

• Areas of review:• Accuracy; • Customer service; and • Clarity of written response.

Increase Accuracy of Staff Responses

• Encourage staff to bring cases to team meetings.

• Identify high-profile and/or complex requests.

• Encourage staff to confirm understanding of question being asked.

Opportunity for Ongoing Feedback

• RSRO Customer Service Widget.• Results reviewed weekly.• Examples shared with teams.

• RSRO surveys.• RSRO primary secondary contacts – Spring 2015.• Collegiate Commissioners Association Compliance

Administrators (CCACA) – Summer 2015.

Data

Best Practices

Best Practices RSRO Interpretations

• Inclusion of the following will expedite the review of the case:• Appropriate bylaw, interpretations and educational

columns;• All relevant facts;• Specific questions;• Notice of previous communication with conference

office or academic and membership affairs staff; and• Institution's analysis.

cont…

Best Practices RSRO Interpretations

• Include special circumstances regarding the request (e.g., media interest, high profile sport).

• Include additional context regarding the request.

• Has the issue of concern already happened?

cont…

Best Practices RSRO Interpretations

• Reasons to request and expedited review:• Pending competition;• Pending departure;• Start or end of a term; and/or• Student-athlete well-being.

• If none of the above, please explain why the case requires expedited review.

cont…

Best Practices RSRO Interpretations

• Staff always tries to respond as quickly as possible but may change designation from urgent to standard review.

• Appropriate use of the urgent designation helps to ensure that genuinely urgent issues are prioritized by staff.

cont…

Best Practices RSRO Interpretations

• If you don't understand a response or have a follow up question, please use the “communications” tab.

• If you disagree with the staff's position or have different facts, use the “withdrawal/appeal/reconsideration” tab.

• Any communication after the staff's initial decision will trigger a quality assurance review by the bylaw lead.

Emergency Line

• The purpose of this line is to process emergency interpretive requests that must be answered within the next business day and when an institution or conference does not have sufficient time to submit the request via RSRO.

• Hours: Monday through Friday 9 a.m. to 5 p.m. Eastern time

• Phone Number: 317/917-6003

cont…

Emergency Line

• As part of this process, an institution or conference office will leave a detailed voicemail and an academic and membership affairs staff member will contact the institution or conference office by telephone, as soon as possible to resolve the issue.

• After the response is received, please submit question and response via RSRO.

cont…

Emergency Line

Staff response time expectations for one day requests: • If a request is received before noon, the response should

be provided as soon as possible but not later than the end of the business day.

• If a request is received after noon, the response should be provided as soon as possible but not later than noon the following business day.

Feedback

Since August 1, 2014, how many times have you used RSRO to submit an interpretive request?

1. Zero2. One to 103. 10 to 254. 26 or more

1 2 3 4

25% 25%25%25%

I like to use RSRO for interpretations requests.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

The response time to my interpretive requests meets my expectations.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

The responses to my interpretive requests are accurate.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

The responses to my interpretive requests are clearly explained.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

The academic and membership affairs interpretations team provides good customer service.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

I like to receive notification from the case manager with the expected timeframe for a response.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

I like to receive a phone call from the case manager to explain the interpretive response.

1. Strongly Agree2. Agree3. Disagree4. Strongly Disagree

1 2 3 4

25% 25%25%25%

Have you used the RSRO Customer Service Widget to provide feedback?

1. Yes2. No

1 2

50%50%

Questions?