Policy #604 Quality Assurance
| Approved By: | ESPCC |
| Changes Must be Authorized By: | ESPCC |
| Approval Date: | October 26, 2018 |
| Revision Date(s): | March 27, 2026 |
| Date Last Reviewed: | March 27, 2026 |
The ESPCC is responsible for providing an objective, fair, and standardized credential program for employment support professionals that meets and maintains compliance with national accreditation standards for certification programs, fulfills the mission of the APSE credential program, and contributes to the legal defensibility of the program. To support these objectives, the ESPCC routinely evaluates the program through a quality assurance plan to ensure the consistent application of policies and procedures, to detect needed corrective measures, and identify opportunities for improvement.
Annual Internal Audit
Credential program staff will maintain a standard operation procedure (SOP) for conducting audits that outlines the internal audit areas of focus, frequency, auditor selection, and reporting processes followed.Frequency
The ESPCC will conduct internal audits annually to review the areas described below and any other program areas as directed by the ESPCC and identify opportunities for improvement, policy updates, or resolution of program issues. The ESPCC may trigger an audit outside of the prescribed frequency as needed.Auditor Selection
Internal audits may be conducted by APSE staff, the ESPCC, or delegated to external stakeholders, at the discretion of the ESPCC. For the purposes of an audit, an individual should not evaluate his/her own work.Reporting
At the completion of an audit, the party completing the audit will write a summary report of the findings and recommendations to be presented to the ESPCC. The ESPCC and credential program staff member will determine how and if to implement the recommendations in a timely manner and assign responsibilities of doing so as needed.Internal Audit Areas of Focus
| Certification Program Area | ESPCC Policy Reference | NCCA Standard Reference | Goal of Internal Audit |
| Policy Review | All Policies | Standard 7: Program Policies | Verify consistent implementation of all certification program policies and/or identify necessary updates for the Council’s consideration. |
| Application Processing | Policy #200: Eligibility Requirements; #205: Accommodations for Candidates with Disabilities; #300: Recertification Requirements | Standard 18: Exam Administration; Standard 21: Maintenance of Certification; Standard 22: Quality Assurance | Ensure applications for both certification and recertification are reviewed in a fair and timely manner consistent with the application review policy to verify that candidates meet established requirements |
| Published Information | Policy #203: Summary of Certification Activities | Standard 6: Information for Candidates; Standard 7: Program Policies | Complete a review of all certification program published documents (Candidate Handbook, web site, etc.) to ensure accuracy and currency. |
| Examination Development | Policy #500: Examination Development & Ongoing Maintenance | Standard 13: Panel Composition; Standard 14: Job Analysis; Standard 15: Exam Specifications; Standard 16: Examination Development; Standard 17: Setting and Maintaining Passing Standards; Standard 20: Evaluation of Items and Examinations; | Verify consistent implementation of all exam development policies and procedures, including those associated with: the job analysis, item writing and review, form assembly and review, standard setting, and technical review. Confirm that examination development activities are adequately documented. |
| Examination Administration | Policy #501: Exam Administration | Standard 18: Exam Administration; Standard 19: Scoring and Score Reporting; Standard 22: Quality Assurance | Evaluate all exam administration policies and procedures, including, but not limited to, ensuring proctor and test center quality, reviewing candidate feedback, monitoring the accuracy of the scoring process, score reporting. |
| Security | Policy #112: Sub- Contracting; #600: Security | Standard 5: Human Resources; Standard 12: Security | Ensure the ESPCC and its testing vendor consistently implement required security practices. Confirm that ongoing monitoring and annual evaluate of subcontractors has occurred as required by the Sub- Contracting policy. |
| Record Retention | Policy #601: Records Retention | Standard 9: Records Retention and Management Policies; Standard 12: Security | Ensure records are developed, kept, and disposed of in keeping with the Council’s Document Management Policy. |
| Confidentiality | Policy #106: Confidentiality | Standard 10: Confidentiality | Verify confidential information, as defined by Council policy, is handled appropriately and that current, signed agreements are on file for individuals with access to confidential information. |
| Conflict of Interest | Policy #107: Conflict of Interest | Standard 11: Conflict of Interest | Verify that those who are subject to the Conflict of Interest policy have current, signed agreements on file. |
| Complaints, Disciplinary Actions, and Appeals | Policy #400: Disciplinary Policy | Standard 7: Program Policies; Standard 22: Quality Assurance | Ensure that complaints and appeals are reviewed and processed in accordance with Council policy and that disciplinary actions are carried out fairly and consistently and in accordance with Council policy. |
| Training | Policy #500: Examination Development & Ongoing Maintenance | Standard 2: Governance and Autonomy; Standard 5: Human Resources | Confirm that Council members received required orientation and that staff members have participated in training as directed by policy. |
| Customer Service Standards | Standard 22: Quality Assurance | Customer service aspects listed below will be reviewed to identify recommendations for improvement. |
Standards for Customer Service
Customer service standards are an integral component of business that are usually defined in terms of accessibility, accuracy, appropriateness, and timeliness. As part of the annual internal audit, the party completing the audit will review the following aspects of customer service and identify recommendations for improvement in these areas in the written audit summaryAccessibility
Applicants, candidates, and credential holders should have easy access to ESPCC services.Applicants, candidates, and credential holders have easy access to up-to-date, accurate, on-line credential program information.
Information regarding the ethical code and complaints process is publicly available.
Accuracy
The processes, policies, and service standards are clearly defined and will be accurately reflected in the content provided on the website and candidate handbook.Accurate information will be given, to the best of their ability, by credential program staff to potential applicants, candidates, and credential holders in response to questions received via telephone, email, or other methods.
Credential program staff will develop tools to monitor and ensure the accuracy of candidates’ and credential holders’ information into the database.
Appropriateness
Credential program staff will work to ensure that the expectations of potential applicants, candidates, and credential holders are met.APSE staff will uphold high quality standards as expected and set forth by the organization.
APSE staff will maintain compliance with ESPCC and APSE policies and procedures.