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

2. Overview
NCAA Division I Bylaw Team Model and Interpretations Team Goals.
Data.
Best Practices.
Feedback.

3. Bylaw Team Model and 2015-16 Goals

4. 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…

5. 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…

6. Bylaw Team Federated Model
Develop subject matter experts.
Develop relationships with institutions/conference staff.
Increase efficiencies of interpretations and waiver case processing.

7. 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.

8. 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.

9. 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.

10. 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.

11. Data

12. Best Practices

13. 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…

14. 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…

15. 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…

16. 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…

17. 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.

18. 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/
cont…

19. Emergency Line
As part of this process, an institution or conference office will leave a detailed voic 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…

20. 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.

21. Feedback

22. Since August 1, 2014, how many times have you used RSRO to submit an interpretive request?
Zero
One to 10
10 to 25
26 or more

23. I like to use RSRO for interpretations requests.
Strongly Agree
Agree
Disagree
Strongly Disagree

24. The response time to my interpretive requests meets my expectations.
Strongly Agree
Agree
Disagree
Strongly Disagree

25. The responses to my interpretive requests are accurate.
Strongly Agree
Agree
Disagree
Strongly Disagree

26. The responses to my interpretive requests are clearly explained.
Strongly Agree
Agree
Disagree
Strongly Disagree

27. The academic and membership affairs interpretations team provides good customer service.
Strongly Agree
Agree
Disagree
Strongly Disagree

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

29. I like to receive a phone call from the case manager to explain the interpretive response.
Strongly Agree
Agree
Disagree
Strongly Disagree

30. Have you used the RSRO Customer Service Widget to provide feedback?
Yes No

31. Questions?