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HomeMy WebLinkAbout00-0502 ECC pO- oSoa ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT This Agreement is entered into by the Board of Trustees of Community College District No. 509, Counties of Kane, Cook, DuPage, McHenry and DeKalb, and State of Illinois, (herein "ELGIN COMMUNITY COLLEGE") and City of Elgin, Elgin, Illinois (herein "Client"). RECITALS THE PARTIES ACKNOWLEDGE: A. Elgin Community College is a public community college district. B. As a community college, Elgin Community College is empowered to enter into contracts to provide educational services. C. Client has need for educational services and desires those services to be provided by Elgin Community College to Client. D. The purpose of this Agreement is to set forth the rights and obligations of the parties with respect to educational services to be provided by Elgin Community College to Client. ACCORDINGLY, FOR VALUABLE CONSIDERATION, IT/S AGREED: 1 . PROGRAM A. GENERALLY: Elgin Community College will provide to Client, WITH SUPPORT FROM AN ILLINOIS TRAINING PROGRAM (ITP) GRANT*, FUNDED BY THE DEPARTMENT OF COMMERCE AND COMMUNITY AFFAIRS (DCCA), STATE OF ILLINOIS AND ADMINISTERED BY THE ILLINOIS STATE CHAMBER OF COMMERCE (ISCC) the following CREDIT-FREE program, entitled: "CUSTOMER SERVICE". * ALL FUNDING IS CONTINGENT UPON CLIENT'S ACTIVE MEMBERSHIP STATUS WITH THE ISCC AT THE BEGINNING AND UP TO THE CONCLUSION OF THIS PROGRAM. THE ISCC/ITP GRANT SUPPORT IS MONEY AWARDED ANNUALLY TO ECC FOR USE BY APPROVED MEMBER COMPANIES. * GRANT AWARDS FOLLOW THE EXPENDITURES BY THE MEMBER COMPANY (CLIENT) FOR ECC SERVICES. BY ENTERING INTO THIS AGREEMENT, THE MEMBER COMPANY (CLIENT), RECOGNIZES THE ISCC/ITP AWARD IS AT THE DISCRETION OF THE ISCC AND DCCA. ECC HAS A STRONG RECORD FOR DELIVERY OF THESE FUNDS. HOWEVER, IN THE EVENT THESE FUNDS ARE NOT AWARDED, THE MEMBER COMPANY (CLIENT), HAS THE RESPONSIBILITY FOR PAYMENT OF THE FULL EDUCATIONAL SERVICES AGREEMENT COMPENSATION (SEE ITEM 6. A) B. PROGRAM CONTENT: CUSTOMER SERVICE, EXECUTIVE. ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT PAGE 2 2. STUDENTS A. NUMBERS: UP TO 15 STUDENTS* ARE ENTITLED TO PARTICIPATE IN THE PROGRAM UNDER THE FOLLOWING GRANT GUIDELINES: 1) ELIGIBILITY FOR GRANT SUPPORT MANDATES AN ORIGINAL STUDENT SIGNATURE FOR EACH STUDENT AND AN ATTENDANCE OF A MINIMUM OF SIX (6) FULL-TIME STATUS EMPLOYEES PER TRAINING SECTION 2) GRANT SUPPORT WILL BE ALLOWED ONLY ONCE FOR EACH STUDENT REGISTERED FOR THIS PROGRAM. (ANY STUDENT REPEATING THIS PROGRAM WIHTIN THIS GRANT YEAR WILL BE CHARGED 1OO% OF THE PER PERSON COST.) 3) EACH STUDENT REGISTERED FOR THIS PROGRAM MUST SUPPLY THEIR SOCIAL SECURITY NUMBER AND WAGE CLASSIFICATION (HOURLY OR SALARIED) FOR GRANT DOCUMENTATION PURPOSES. 4)* * ADDITIONAL STUDENTS WILL BE BILLED ON A PER PERSON COST INCLUDING MATERIALS. B. SELECTION: THE SELECTION OF STUDENTS WILL BE MADE BY CLIENT. C. REGISTRATION: STUDENTS DESIRING TO HAVE THIS PROGRAM RECORDED WITH ELGIN COMMUNITY COLLEGE SHALL PROVIDE THEIR NAME, SOCIAL SECURITY NUMBER AND DATE OF BIRTH, FOR REGISTRATION PURPOSES ONLY. 3. SCHEDULE The program will be held in accordance with the following schedule: Training date(s): To BE SCHEDULED AND COMPLETED BY JUNE 30, 2000 Meeting time: TO BE SCHEDULED (3 CONTACTS HOURS TOTAL) 4. LOCATION The program will be offered at CLIENT'S FACILITY LOCATED AT 150 DEXTER COURT, ELGIN, ILLINOIS. 5. INSTRUCTION Instruction will be provided by an independent contractor of Elgin Community College, namely MS. KELLY GUZIEWSKI. 6. COMPENSATION A. AMOUNT: For the educational services to be provided under this agreement, Client shall pay Elgin Community College the fixed sum of $1,050.00 FOR TRAINING, (MINUS $150.00 ISCC/ITP GRANT SUPPORT.* FROM DCCA) PLUS $100.00 GRANT DOCUMENTATION FEE. NET TO CLIENT: $1,000.00 PAYMENT WILL BE DUE UPON COMPLETION OF THIS TRAINING. * IN THE EVENT ISCC GRANT SUPPORT IS NOT AWARDED BY*JUNE 30, 2000, THE REMAINING DCCA AMOUNT OF SUPPORT, ($150.00) WILL BE INVOICED AND CONTINUES TO BE THE RESPONSIBILITY OF THE CLIENT. ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT PAGE 3 B. INCLUDED: The compensation includes the following: INSTRUCTION AND ADMINISTRATIVE COSTS. All items not included will be paid for or reimbursed by the Client or individual students at or prior to the commencement of the program. 7. CONTACT PERSONS The following contact persons and addresses are designated: Elgin Community College Client Name: Susan N. Moylan Name: Deborah Nier Address: 1700 Spartan Drive Address: 150 Dexter Court Elgin, IL 60123 Elgin, IL 60120 8. MATERIALS All materials (e.g., documents, videos, slides, information, etc.) or rights to materials (including but not limited to copyright) prepared, developed or produced by Elgin Community College for the program shall belong to the Client, except as otherwise agreed to in writing. 9. FACILITIES CONDITION AND ORIENTATION Facilities, equipment and goods provided by Client for the program, if any, shall be kept and maintained by Client at Client's expense in a good, safe and healthful condition. Elgin Community College faculty or others will be provided an orientation to the facilities and equipment as reasonably requested or appropriate. 10. INSURANCE Client has and will maintain throughout the terms of this Agreement suitable and adequate general liability insurance and casualty insurance on the premises, or have a self-insurance program with respect to these risks consistent with a business or industry of its type. No claim shall be made by Client or its successors in interest against Elgin Community College or its board members, agents, employees or contractors on account of damage to or loss to person or property unless willful and wanton misconduct is shown. 11 . TUITION WAIVERS The compensation to be paid Elgin Community College is based on the understanding that all students are in-district residents or will qualify for a waiver of out-of-district or out-of-state tuition rates under Section 6-4.1 of the Illinois Public Community College Act (III. Rev. Stat., ch. 122, par. 106-4.1). Waivers are available "for a student who is employed for at least 35 hours per week by an entity located in the district or is enrolled in a course that is being provided under terms of a contract for services between the employing entity and the college." Elgin Community College agrees to waive out-of-district or out-of-state tuition for all eligible students and Client agrees to execute or cause its employees to execute appropriate tuition waiver verification forms for any non-district residents. This tuition waiver provision is applicable to credit courses only. ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT PAGE 4 12. EQUAL OPPORTUNITY Elgin Community college is an equal opportunity educational institution. It is agreed that educational services will be provided and that participation will be allowed without regard to race, color, religion, sex, age, national origin, physical or mental disability, political affiliation or other proscribed consideration. 13. STUDENT RECORDS AND TRANSCRIPT Elgin Community College will keep and maintain student records and a transcript relative to the student's participation in the program in accordance with its usual practices. Client recognizes that without student written approval, information regarding the student will not be released to Client. The retention of records and transcripts applies to credit courses only. 14. TERMINATION This Agreement is subject to termination by either party on 14 days prior written notice. If terminated, Elgin Community College shall be entitled to the compensation due based on the services completed by Elgin Community College. 15. BINDING EFFECT This Agreement shall be binding on and extend to the parties and their successors and assigns. Notifications of this Agreement must be in writing, signed by both parties. ELGIN COMMUNITY COLLEGE CLIENT DISTRICT 509, KANE, COOK, DUPAGE, DEKALB, MCHENRY COUNTIES AND STATE OF ILLINOIS s A,tll4lt By: GC Susan N. Moylan, Director Business and Industry Training Center Title: Ci ty Manager Elgin Community College 1700 Spartan Drive Elgin, Illinois 60123-7193 Address: 150 Dexter Court Date 0-0 Elgin, IL 60120 Date:May 2, 2000 • ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT This Agreement is entered into by the Board of Trustees of Community College District No. 509, Counties of Kane, Cook, DuPage, McHenry and DeKalb, and State of Illinois, (herein "ELGIN COMMUNITY COLLEGE") and City of Elgin, Elgin, Illinois (herein "Client"). RECITALS THE PARTIES ACKNOWLEDGE: A. Elgin Community College is a public community college district. B. As a community college, Elgin Community College is empowered to enter into contracts to provide educational services. C. Client has need for educational services and desires those services to be provided by Elgin Community College to Client. D. The purpose of this Agreement is to set forth the rights and obligations of the parties with respect to educational services to be provided by Elgin Community College to Client. ACCORDINGLY, FOR VALUABLE CONSIDERATION, IT/S AGREED: 1 . PROGRAM GENERALLY: Elgin Community College will provide to Client, WITH SUPPORT FROM AN ILLINOIS TRAINING PROGRAM (ITP) GRANT*, FUNDED BY THE DEPARTMENT OF COMMERCE AND COMMUNITY AFFAIRS (DCCA), STATE OF ILLINOIS AND ADMINISTERED BY THE ILLINOIS STATE CHAMBER OF COMMERCE (ISCC) the following CREDIT-FREE program, entitled: "CUSTOMER SERVICE" (3 SECTIONS). * ALL FUNDING IS CONTINGENT UPON CLIENTS ACTIVE MEMBERSHIP STATUS WITH THE ISCC AT THE BEGINNING AND UP TO THE CONCLUSION OF THIS PROGRAM. THE ISCC/ITP GRANT SUPPORT IS MONEY AWARDED ANNUALLY TO ECC FOR USE BY APPROVED MEMBER COMPANIES. * GRANT AWARDS FOLLOW THE EXPENDITURES BY THE MEMBER COMPANY (CLIENT) FOR ECC SERVICES. BY ENTERING INTO THIS AGREEMENT, THE MEMBER COMPANY (CLIENT), RECOGNIZES THE ISCC/ITP AWARD IS AT THE DISCRETION OF THE ISCC AND DCCA. ECC HAS A STRONG RECORD FOR DELIVERY OF THESE FUNDS. HOWEVER, IN THE EVENT THESE FUNDS ARE NOT AWARDED, THE MEMBER COMPANY(CLIENT), HAS THE RESPONSIBILITY FOR PAYMENT OF THE FULL EDUCATIONAL SERVICES AGREEMENT COMPENSATION (SEE ITEM 6. A) 2. STUDENTS A. NUMBERS: UP TO 75 STUDENTS*(TOTAL 3 SECTIONS) ARE ENTITLED TO PARTICIPATE IN THE PROGRAM UNDER THE FOLLOWING GRANT GUIDELINES: 1) ELIGIBILITY FOR GRANT SUPPORT MANDATES AN ORIGINAL STUDENT SIGNATURE FOR EACH STUDENT AND AN ATTENDANCE OF A MINIMUM OF SIX (6) FULL-TIME STATUS EMPLOYEES PER TRAINING SECTION ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT PAGE 2 2) GRANT SUPPORT WILL BE ALLOWED ONLY ONCE FOR EACH STUDENT REGISTERED FOR THIS PROGRAM. (ANY STUDENT REPEATING THIS PROGRAM WIHTIN THIS GRANT YEAR WILL BE CHARGED W00% OF THE PER PERSON COST.) 3) EACH STUDENT REGISTERED FOR THIS PROGRAM MUST SUPPLY THEIR SOCIAL SECURITY NUMBER AND WAGE CLASSIFICATION (HOURLY OR SALARIED) FOR GRANT DOCUMENTATION PURPOSES. 4)* * ADDITIONAL STUDENTS WILL BE BILLED ON A PER PERSON COST INCLUDING MATERIALS. B. SELECTION: THE SELECTION OF STUDENTS WILL BE MADE BY CLIENT. C. REGISTRATION: STUDENTS DESIRING TO HAVE THIS PROGRAM RECORDED WITH ELGIN COMMUNITY COLLEGE SHALL PROVIDE THEIR NAME, SOCIAL SECURITY NUMBER AND DATE OF BIRTH, FOR REGISTRATION PURPOSES ONLY. 3. SCHEDULE The program will be held in accordance with the following schedule: Training date(s): To BE SCHEDULED AND COMPLETED BY JUNE 30, 2000 Meeting time: TO BE SCHEDULED (6 HOURS EACH SECTION, 18 HOURS TOTAL) 4. LOCATION The program will be offered at CLIENT'S FACILITY LOCATED AT 150 DEXTER COURT, ELGIN, ILLINOIS. 5. INSTRUCTION Instruction will be provided by an independent contractor of Elgin Community College, namely MS. KELLY GUZIEWSKI. 6. COMPENSATION A. AMOUNT: For the educational services to be provided under this agreement, Client shall pay Elgin Community College the fixed sum of $7,175.18 FOR TRAINING, (MINUS $3,150.00 ISCC/ITP GRANT SUPPORT* FROM DCCA) PLUS $100.00 GRANT DOCUMENTATION FEE. B. NET TO CLIENT: $4,125.18 PAYMENT WILL BE DUE UPON COMPLETION OF THIS TRAINING. * IN THE EVENT ISCC GRANT SUPPORT IS NOT AWARDED BY*JUNE 30, 2000, THE REMAINING DCCA AMOUNT OF SUPPORT, ($3,587.59) WILL BE INVOICED AND CONTINUES TO BE THE RESPONSIBILITY OF THE CLIENT. B. INCLUDED: The compensation includes the following: INSTRUCTION, CERTIFICATES, STUDENT BOOKS/MATERIALS, AND ADMINISTRATIVE COSTS. All items not included will be paid for or reimbursed by the Client or individual students at or prior to the commencement of the program. ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT PAGE 3 7. CONTACT PERSONS The following contact persons and addresses are designated: Elgin Community College Client Name: Susan N. Moylan Name: Deborah Nier Address: 1700 Spartan Drive Address: 150 Dexter Court Elgin, IL 60123 Elgin, IL 60120 8. MATERIALS All materials (e.g., documents, videos, slides, information, etc.) or rights to materials (including but not limited to copyright) prepared, developed or produced by Elgin Community College for the program shall belong to the Client, except as otherwise agreed to in writing. 9. FACILITIES CONDITION AND ORIENTATION Facilities, equipment and goods provided by Client for the program, if any, shall be kept and maintained by Client at Client's expense in a good, safe and healthful condition. Elgin Community College faculty or others will be provided an orientation to the facilities and equipment as reasonably requested or appropriate. 10. INSURANCE Client has and will maintain throughout the terms of this Agreement suitable and adequate general liability insurance and casualty insurance on the premises, or have a self-insurance program with respect to these risks consistent with a business or industry of its type. No claim shall be made by Client or its successors in interest against Elgin Community College or its board members, agents, employees or contractors on account of damage to or loss to person or property unless willful and wanton misconduct is shown. 1 1 . TUITION WAIVERS The compensation to be paid Elgin Community College is based on the understanding that all students are in-district residents or will qualify for a waiver of out-of-district or out-of-state tuition rates under Section 6-4.1 of the Illinois Public CommunityCollege Act (III. Rev. Stat., ch. 122, par. 106-4.1 . 9 ) Waivers are available "for a student who is employed for at least 35 hours per week by an entity located in the district or is enrolled in a course that is being provided under terms of a contract for services between the employing entity and the college." Elgin Community College agrees to waive out-of-district or out-of-state tuition for all eligible students and Client agrees to execute or cause its employees to execute appropriate tuition waiver verification forms for any non-district residents. This tuition waiver provision is applicable to credit courses only. 12. EQUAL OPPORTUNITY Elgin Community college is an equal opportunity educational institution. It is agreed that educational services will be provided and that participation will be allowed without regard to race, color, religion, sex, age, national origin, physical or mental disability, political affiliation or other proscribed consideration. • ELGIN COMMUNITY COLLEGE BUSINESS AND INDUSTRY EDUCATIONAL SERVICES AGREEMENT PAGE 4 13. STUDENT RECORDS AND TRANSCRIPT Elgin Community College will keep and maintain student records and a transcript relative to the student's participation in the program in accordance with its usual practices. Client recognizes that without student written approval, information regarding the student will not be released to Client. The retention of records and transcripts applies to credit courses only. 14. TERMINATION This Agreement is subject to termination by either party on 14 days prior written notice. If terminated, Elgin Community College shall be entitled to the compensation due based on the services completed by Elgin Community College. 15. BINDING EFFECT This Agreement shall be binding on and extend to the parties and their successors and assigns. Notifications of this Agreement must be in writing, signed by both parties. ELGIN COMMUNITY COLLEGE CLIENT DISTRICT 509, KANE, COOK, DUPAGE, DEKALB, MCHENRY COUNTIES AND STATE OF ILLINOIS -)/(c, L� By: t2•71244---- Susan N. Moylan, Director Business and Industry Training Center . Title: City Manager Elgin Community College 1700 Spartan Drive 150 Dexter court Elgin, Illinois 60123-7193 Address: Date '- Elgin, IL 60120 Date: May 2. 2000 Date: May 2, 2000 TO: Department Heads FROM: Deborah K. Nier, Management Assistant SUBJECT: Customer Service Training - "Frontline Service in the Public Sector" The Customer Service Team, through the City Manager's Office, will be offering customer service training to city employees, including department heads, supervisory staff and non- management staff. The goal of the Customer Service Team is, over time,to have all City employees receive this training. The Customer Service Team members have already received the training and feel that it is valuable whether the employee deals primarily with external customers or if the employee interacts mainly with co-workers. The training will be provided through Elgin Community College's Business and Industry Training Center. Excerpts from the training workbook for"Frontline Service in the Public Sector"are provided to give you an idea of the training's focus. The first component of the training will involve department heads and supervisory staff only. There will be one three-hour session for the specific purpose of introducing department heads and supervisors to the practice of providing quality customer service and the issues faced by their employees as they deal with both external and internal customers. This training is scheduled for 4 Wednesda une 7 1:30 p.m., Conference Room A, City Hall. The class will accommodate up , to 15 managers. Three "general" training sessions of six-hours each will be provided to both management and non-management employees. This will allow the department heads and supervisors to hear first- hand some of the issues which confront their employees and interact with them as part of group • activities. The importance of the department had and supervisor in this training cannot be emphasized enough. It is critical that the department head and supervisor demonstrate to their employees the importance of delivering quality customer service by their own participation. The three "general"training sessions will actually be three distinct classes of six hours each split into two three-hour segments over two days. These sessions are initially being offered to the following departments: Code Administration&Development Services, Planning and Neighborhood Services, Economic Development and Business Services, Finance, Management Information Services and Purchasing. Up to twenty-five persons will be accepted for each 1 session. It is possible that other staff may be included, depending on registration. Multiple sessions are being offered to allow as many employees as possible to participate and still provide for adequate department coverage. The schedule of sessions is as follows: Session One: June 12, 8:30 a.m., June 21, 8:30 a.m. Session Two: June 12, 1:30 p.m, June 19, 1:30 p.m. Session Three: June 19, 8:30 p.m., June 21, 1:30 p.m. All general training sessions will be held in the Training Room. Second floor, law enforcement facility. Please use the sign-up sheets attached to register managers and employees in your department. Even though specific departments have been identified for these first sessions, it is important now to plan for later sessions. If you are not one of the departments identified above, please indicate on the last sheet how many (a) department heads/supervisors and (b) non-management staff you would anticipate sending through this training. Please return the registration information by mail or FAX (931-5610) to my attention by Wednesday, May 10. Thank you. FRONTIJNE SERVICE IN THE PUBLIC SECTOR A Framework for Improving Service Where It Really Counts Participant Workbook Jim Brady Greg McDonald Bill Wade Adapted from Frontline Service by Rick Tate and Sam Shriver © 1997, Rick Tate, Sam Shriver, and OQA, Inc. FOREWORD Frontline Service in the Public Sector presents a framework for improving service where it really counts— when you are face- to-face with a customer. This framework provides you with strategies and skills that will help you make the most of your day-to-day interactions. The presentations, discussions, and application activities in this workbook will help you: • Understand why service plays such a crucial role in today's complex public sector • Use your natural people-skills to create unique opportunities for you and your organization • Recover from potentially disastrous situations and "get back on track" with customers Good service is easy to recognize, but often difficult to deliver. It depends on your ability to impress the customer. This program is designed to help you turn awareness into frontline action to contribute positively to the mission of your organization and help it successfully compete for public support. The concepts and applications for this program were originally developed and published by Rick Tate and Sam Shriver. With their help and encouragement, we have adapted them to the public sector environment. Jim Brady Greg McDonald Bill Wade © 1997, Rick Tate, Sam Shriver, and OQA, Inc. PAGE v PREFACE PREFACE Eighteen million Americans, one of every six workers, is employed in the public sector.They affect the lives of every person in the nation; delivering or supporting public services such as law enforcement, social security, health care, social services, parks and recreation, or mail delivery.Thousands of public sector employees work in relative obscurity operating computers, fixing vehicles, conducting research, or processing tax returns. But vast numbers occupy frontline positions, in daily contact with the public. It's these frontline service providers that have the power to create and sustain the perception —good or bad—of public agencies and the people who serve in them. The direct interactions of frontline employees with the members of the public they serve create a picture window, expanded and enhanced by the magnifying effects of mass media, through which the public views government. In recent years, thepublic's view through the picture window g has become blighted. Increasingly, the individual citizen has come away from his or her contacts with public organizations, at whatever level, with the perception that they are too big, imper- sonal, and bureaucratic. In other words, from the customers' point of view, "They are not responsive to my needs —they don't work" Moreover, increasing numbers of taxpayers, the customers who bear the cost of government, profess that they do not believe they are receiving value for their tax dollars. Increasing numbers of Americans are saying, "Government costs too much." Recent moves to downsize, rightsize, reinvent, restructure, or resurrect government, at all levels, are fueled by these perceptions. Elected, appointed, and career officials every- where are responding by trying to make government agencies smaller, more efficient, and more effective in delivering services. Neither the public functions that ultimately may be streamlined nor the tax dollars that may be saved or redirected will deter- mine success in reinventing the public sector. The picture through the window will.The public sector will be widely judged on the perceptions created by its frontline interactions with the public, its customers. To succeed, we in the public sector must become "world class" at frontline service. 0 1997, Rick Tate, Sam Shriver, and OQA, Inc. PAGE vii • CUSTOMER SERVICE TRAINING REGISTRATION DEPARTMENT HEAD & SUPERVISORY STAFF Please provide the name and position title of the employee who will be attending the June 7 Customer Service Training session for department heads and supervisory staff. Department: CUSTOMER SERVICE TRAINING REGISTRATION GENERAL TRAINING SESSIONS Please give the name and position title of the employees who will be attending the training. Enter this information for the session they will attend. You can enter a name for more than one session. However, if this is done, clearly indicate which session indicated is the first choice. Department: SESSION ONE: June 12 & 21 SESSION TWO: June 12 & 19 SESSION THREE: June 19 & 21