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IHVIP Supervisor Manual 2013


Table of Contents Section 1:

Role of IHVIP Supervisor Specific Responsibilities … 3

Section 2:

Recruiting and Hiring IH Program Coordinators … 6

Section 3:

Training IH Youth Program Coordinators … 13

Section 4:

Supervisor Procedures … 16

Section 5:

Communication and Support with YPC and Denver Office … 22

How to Use This Manual The IHVIP Supervisor Manual is designed to compliment the Youth Program Coordinator Manual. It is important to read the Youth Program Coordinator Manual first to learn about the tasks and responsibilities of the IHVIP YPC (Individual Homestay Youth Program Coordinator). After you have completed the IHVIP YPC Manual, then it is a good idea to read the Supervisor Manual.

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Section 1 – Role and Responsibility of the Supervisor In This Section You Will Find: Role of IHVIP Supervisor

3

Specific Responsibilities

3

Supervisor Responsibilities and Procedures

4

Role of the IHVIP Supervisor Compass USA's regional supervisor (RS) plays a primary role in the arrangement of high quality individual homestay and VIP programs. Responsibilities include the smooth planning and operation of each homestay and VIP placement in the region. Therefore the RS is the primary Compass USA representative in the communities within a region. Your primary job as the RS is to act as a mentor and supervisor for the Youth Program Coordinators. RS responsibilities include: hiring, training, supervising individual homestay coordinators (YPCs), researching and supervising transportation arrangements if necessary and overseeing and being accountable for all program operations.

Specific Responsibilities of the Supervisor 1. Hiring qualified YPCs for individual homestay and VIP students based on the region's capacity and the recommendation of the Operations Director (OD). Interview and hire YPCs. Complete YPC contracts and provide your PC with the materials she needs to get started. The OD will have final approval of all YPCs hired and will provide student information and assistance with operations and problem solving. 2. Organizing one training meeting with the assistance of the OD. This can be done on a one-on-one basis or in a group setting. The training meeting will introduce Compass USA and give all necessary information to assist the PCs in getting started and fulfill their responsibilities in a timely manner. The topics to be covered include Compass USA - the organization and the role of the coordinator, host family recruiting, individual homestays, VIP placements, orientation meetings and materials, and crisis management. It is critical for YPCs to get a strong foundation before they begin to recruit host families. 3


3. Supervision and support of each program coordinator throughout the recruitment and operation portions of the program. Keep your YPCs motivated and provide guidance so they can succeed. This includes: 

Weekly contact with your staff: Call the YPCs at least once a week during the recruiting and operation of the program to carefully monitor their progress and to motivate them to keep working! Also assign new students to capable YPCs and inform them of relevant changes and keep up to date on host family recruitment, VIP matches, and orientations.

Weekly contact with the OD: Contact the OD every Tuesday by noon, to inform her of your YPCs progress and to share any new information there may be regarding your region.

4. Respond and confirm all Booking Requests immediately. Successful and enjoyable homestay and VIP experiences depend on effective management, planning and follow-up at the local, regional and national levels. By working together, Compass USA provides an exciting intercultural learning experience for the students, cooperating businesses, and host families.

Procedures for each program are basically the same. Concentrate on learning the basic procedures for the individual homestay first. Then learn the different procedures for the other types of individual homestay programs. Please note that the VIP program is a bit more complicated and you should spend more time explaining the procedures for this program to the program coordinators.

Supervisor Responsibilities and Procedures   

February -- April: Hiring and Training Identify anticipated student enrollment for your region. Prepare files and contracts. Recruit, interview and hire coordinators. Prepare for and conduct Training Meeting.

January – August: Booking Confirmations and Matches Booking Confirmations: Receive and assign individual homestay students to Program Coordinators. Confirm booking within 24 hours.

Monitoring System: Track the following for each student: o Arrival and departure dates and times. o Medical information o Booking and matching deadlines. o Host family Information.

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 

o Orientation dates. o Weekly contact o Evaluations Monitor weekly progress of each coordinator. Receive and process host family matching forms.

Students must me matched four weeks after student confirmation or one month prior to arrival.     

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Two Weeks After Receipt of the Student’s Application Carefully evaluate the progress of each coordinator. Determine if each will succeed with host family recruiting, VIP matches, etc. Make necessary changes. Double check flight information. Medical information for each student. After Students Arrive Monitor student arrivals and departures. Provide assistance with airport arrivals and departures when necessary. Have the coordinator inform you the student has arrived. Be certain that each student receives an orientation within 48 hours after arrival. The orientation must take place in the host family home with an adult member of the host family present. Be certain that you receive copies of the signed student guidelines and send a copy to the OD, by fax, email or regular mail within four days of the orientation. Weekly Contact. Be certain that your YPCs are in weekly contact via telephone and email with the students and host families. Be available for problem solving, and warning violations. Be sure the coordinator has given the host family and the student the appropriate evaluations to be completed and forwarded to the Denver office. Upon Departure Monitor student arrivals and departures. Be sure to verify the flight times and flight numbers 3 days prior to arrival and departure and again 24 hours before arrival and departure. Provide assistance with airport arrivals and departures when necessary, if the family or the coordinator can not take the student to the airport, the supervisor is responsible for taking the student to the airport. **If the student is flying as an Unaccompanied Minor (UM) it is imperative that your YPC and/or host family understand the proper procedures.

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Section 2 – Recruiting and Hiring IH Coordinators In This Section You Will Find: IH Coordinator Qualifications

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Expectations, YPC Job Description and Recruiting

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Interviewing

10

Hiring and Contracting

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IH Coordinator Qualifications Recruiting and contracting with competent and enthusiastic YPCs is one of the most important factors for operating successful IH programs. A good YPC enables the students and families to have an enjoyable experience, and makes the Supervisor’s job easier. Additionally, the YPC’s success is often a decisive factor in the decision of the sending organization to return the program to the same region the following year. Compass USA will earn a favorable reputation both in the United States and abroad based upon the quality of our programs and the professional performance of our YPCs. Qualifications There are many different qualities that are helpful to successful youth program coordinators. These include, but are not limited to the following: 

Resourceful - ability to build an effective network for the purpose of recruiting host families and businesses.  Needs a variety of community contacts to begin recruiting families and businesses.  Active member of the community through a variety of organizations that will support recruiting efforts.  Longevity within the community is a must!  Community contacts are vital as a starting point for recruiting host families.

Organizational Ability - in order to "keep track" of all the information on students, host families and activities and to complete the remaining tasks by priority.

Communication Skills - ability to work with others and create a positive team effort to provide a successful homestay experience.

Flexibility - able to deal with last minute crisis and changes. 6


Confidence, High Energy and Enthusiasm - to get the job done, sell it to others and enjoy the experience.

In addition it is helpful if the YPC is tenacious, mature, has an interest in other cultures and previous experience working with youth. While there is really no standard mold that will ensure a perfect coordinator, the typical profile of a person who performs well in the position is someone who has lived and worked in the community for five or more years. S/he is well known and active in the community, has a wide circle of friends, is organized, flexible, and enthusiastic, has a sense of humor, works well with people, has a flexible work and personal schedule, and positive support at home.

Recruiting It is beneficial from both a legal and professional standpoint to have a standard hiring procedure that is followed each time a coordinator is hired. Applicants can be selected from a newspaper ad, friends, acquaintances, referrals or other means. Telephone screening is very time consuming and not recommended. Rather, the RS should send a complete job description to each applicant and after the applicants have reviewed the materials, encourage them to call back regarding their interest in the coordinator position. (See sample letter, job description, sample interview questions and newspaper ad). The most effective way to recruit potential coordinators is through networking with churches, schools, and other volunteer family-oriented organizations. As a note of caution, most RSs advise against hiring friends. Friends have different expectations of each other then do supervisors and employees. It is very difficult to keep the roles of friend and supervisor separate, causing professional difficulties and changes in friendships. Also, if the potential coordinator is interested in hosting a student, it is crucial for the RS to interview the coordinator in his/her home or to conduct a host family interview with the entire family in the home before allowing the coordinator to host a student. The safety and well-being of our students is always our first concern.

What is Expected of an IH Youth Program Coordinator? 

Recruit a suitable host family for each individual student per his/her request, when possible.

Interview all members of the host family in their home and conduct a host family orientation.

Complete all paperwork and send it to Denver and the RS Mentor, in a timely manner. Send a letter to the individual student to introduce herself and your community.

Inform the family of the student's arrival time and arrange for the student to be picked up from the airport. 7


Meet with the student within 48 hours to introduce oneself and conduct a student orientation.

Contact the student and the host family on a weekly basis.

Monitor and report any potential problems, travel arrangements or changes. Contact her RS regarding any irregular behavior.

Arrange for the student to be taken to the airport.

 Encourage the students and host families to complete their evaluation forms.

Youth Program Coordinator Job Description Compass USA is an organization of people that live in communities throughout the United States who promote intercultural understanding by facilitating homestay programs. The home office is in Denver. Our Supervisors have over 150 years of combined experience in the homestay business. Our main objective is to meet the needs and concerns of our host families in the United States and our visitors from overseas. We offer four types of homestay experiences. These include: Individual Homestay: individual students who completely immerse themselves in our culture in urban and/or rural settings. VIP Program: participants volunteer at American businesses and stay with a host family. Enhanced with Homestay: individual students who immerse themselves in our culture in urban and/or rural settings while participating in a program within their area of interest. English Advantage: individual students who immerse themselves in our culture in urban and/or rural settings while learning English from a tutor and conversation pal.

INDIVIDUAL HOMESTAY YOUTH PROGRAM COORDINATOR: DESCRIPTION

JOB

Minimum Requirements: College graduate with experience in community work. Other job or volunteer experience can be substituted for college education. Resided in the community for three or more years and have contacts with families through various community organizations. Attends one full day training meeting.

INDIVIDUAL HOMESTAY ONLY: Students stay 2 to 6 weeks. 

Recruit Host Family for each student: Recruit a minimum of 10 host families. May recruit more if you enjoy working with students and families. 8


Student/Host Family Care: Keep in touch with the family and student weekly. Be available.

VIP: Participants stay 4 – 12 weeks 

Recruit nonprofit businesses and place students in VIP program.

Participant/Business Supervisor Liaison: Keep in touch with the supervisor and the participant weekly. Be available.

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IHVIP YPC Time Commitment Per Homestay Matching, the average YPC spends approximately 3-5 hours per week recruiting a host family Attends training meeting with RS 1 hour host family orientation and interview Assists with airport transfers Conducts a student orientation 48 hours after the student’s arrival The YPC must contact the student and host family once a week Finally, the YPC must be available to host families and students during the entire homestay.

Sample Craigslist Ad – Compass USA is currently looking for Youth Program Coordinators to recruit volunteer host families in your area. Responsibilities include recruiting and interviewing volunteer families, orienting the families and students, airport transfer assistance and being available to the families and students during their homestays. Most students are here between June 15 and August 15. The average homestay is 4 weeks. If you are interested in personally promoting the growth of international understanding and world wide friendships, love kids, have strong ties to your community, are self- motivated, organized and energetic then this is the perfect part-time job for you. Please include in your response, your resume as well as listing five places where you will recruit your host families. Pay is per placement and varies by length of the homestay. The average pay is $250 per homestay placement. Please email ___________ or call ______________ Sample Phone Message: Thank you for calling Compass USA. If you are interested in the part-time youth program coordinator position recently advertised in the newspaper, please leave your name, email address and phone number. We will send a complete job description to you. After reviewing the materials you are welcome to give us a call back for further discussion. Thank you for calling Compass USA. 9


Email Response: Dear Applicant, Thank you for expressing an interest in working as a youth program coordinator for Compass USA. Attached is some general information regarding the qualifications and responsibilities of the position. If you are interested in learning more after reviewing the attached information, please email or give me a call so we can discuss this unique opportunity. Thank you again. I look forward to talking with you soon. Sincerely, Your Name Regional Supervisor Compass USA

Interviewing After reviewing the resumes or talking on the phone with the interested applicants, set up interviews with those candidates you feel are qualified at your convenience. Sample questions follow. Record enough of the applicant's responses that you will remember the applicant when making your selection. Each candidate interviewed should be asked the same questions. The questions should be designed to find out if the candidate has the appropriate skills and qualifications necessary to perform the job. Try to ask open-ended questions. Questions regarding religion, marital status, children, race, or age are not permitted. You must not discriminate based on any of these factors. Record the responses from interview and save them for your records. Unfortunately, the interviewer is liable if someone feels they were discriminated against. After the selected candidate(s) accept the position, as a courtesy, send rejection letters to those applicants that you did not select and to those candidates that you did not interview. Samples follow.

Sample Interview Questions Youth Program Coordinator: 1. Tell me about yourself and your last/current job/class. 2. When we call your previous employer for references what are they likely to tell us in regards to your work habits? 3. In what kind of a work environment do you do your best work? Coping: Able to maintain mature problem solving attitude when dealing with challenging 10


people 4. Tell me about a time when you were working hard to complete a task and you were asked to leave that task before completing it and start a different job. 5. What has been the highest-pressure situation you have been under in recent years? How did you cope with it? Policy and Procedures: Able to conform to established policies and procedures 6. Give me a specific occasion on which you followed a policy with which you did not agree. Goal Setting: Able to identify and prioritize objectives 7. Give me an example of a time when you had set a goal for yourself and tell me how you went about accomplishing it. 8. What two or three accomplishments have given you the most satisfaction? Why? Commitment to task: Able to establish and carry out specific course of action to achieve goals. 9. Describe a time when you made a personal sacrifice to achieve a work objective. 10. Have you ever worked at home? If so, how did you balance your time between your work and personal commitments? Interception/Versatility: Able to modify one’s behavioral style to respond to others while maintaining one’s own objectives and sense of dignity and being sensitive to others. 11. It’s only natural for one to come across an “impossible” personality conflict. When have you experienced this situation and what does the outcome say about you? Decision Making & Problem Solving: Able to use good judgment when handling problems, identify and prevent potential problems. 12. Would you describe yourself as being more logical or intuitive in solving problems? Give me an example of your problem solving style. 13. Describe a time when you worked with others and encountered a communication problem. How did you solve this challenge? Final: 14. What are your three most important work related values? 15. In what ways do you think you can make a contribution to our organization?

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INTERVIEW RATING SHEET Name of Interviewee:_________________________________ Date: ______________ Rate Each Response from 1-5 according to the following schedule: 1. Very strong evidence the skill is not present. 3. Some evidence skill is present. 5. Very strong evidence skill is present.

2. Strong evidence the skill is not present. 4. Strong evidence skill is present. N/A Skill Unmeasured: Insufficient evidence.

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Sample Rejection Email Dear _________, We appreciate your interest in the opportunity to coordinate a homestay program Compass USA. Although your experience and background were carefully reviewed, we have contracted with another candidate whose experience is better suited to our current needs. Your resume will be kept on file in case another program opportunity should become available. Thank you for taking the time to pursue this opportunity with Compass USA. Sincerely, Your Name

Hiring and Contracting After selecting a YPC the Supervisor will receive each YPC’s Service Agreement (Contract) via email from the Denver office through DocuSign. During a one on one meeting with each YPC, the Supervisor will:  Review each section of the Service Agreement  Have the YPC sign and date the Service Agreement  Review the I-9 and W-9 and see that all areas have been completed correctly with the appropriate documents.  Complete, sign and date the W-9 and I-9  Complete the top half of the I-9 form The Supervisor should also sign and date the contract as well as record two forms or identification or passport information on the I-9 and sign as the Compass USA representative all via DocuSign. DocuSign will automatically email the contract, the I-9, W-9, to the Denver office. Returning YPCs must complete this paperwork every year, as well. I-9s and W-9s will be returned if they are not completed correctly. Upon receipt of the contract materials, the OD will review and approve each coordinator hired. The Denver office will also sign and date the contracts via DocuSign, thereby making them valid, and DocuSign will return one copy to the coordinator and the supervisor for his/her file. At this time, please reiterate the payment schedule and how it relates to completion of tasks. Also explain that paychecks are issued in the pay period following receipt of the documentation. Email the IHVIP Youth Program Coordinator Manual to your YPC. Encourage him/her to read the manual BEFORE the training meeting. 13


Section 3 – Training IH Coordinators In This Section You Will Find: Getting the YPC Started

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Preparing for the Training Meeting

14

Training Meeting Agenda

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Getting the YPC Started After the YPC signs his/her contract, give him/her the following materials.    

IHVIP Coordinator Manual with a sample HF matching form Host Family and Student Guidelines Student ID Cards Email the following files to your new YPC: o Forms (matching forms, guidelines, evaluations, etc.) o Templates (student ID cards) o Promotional Material Printables

Preparing for the Training Meeting After you hire the coordinator(s), schedule a training meeting right away! The purpose of the training meeting is to acquaint the coordinators with Compass USA and to explain how to plan and prepare students and host families for their homestays and to work with participants. The greatest emphasis will be on host family recruitment. Returning coordinators may have some helpful suggestions and ideas to get the new coordinators started. Other topics to be covered are included in the following agenda. This meeting usually lasts two to three hours. The location is up to the Supervisor; many Supervisors do the training one-on-one with the coordinators as they are hired. However, some Supervisors in larger regions choose to bring everyone together so the new YPCs will benefit from meeting the experienced YPCs, and all will benefit from meeting each other. Most materials for this meeting are contained in the IHVIP YPC Manual. Please use the Power Point program to help you facilitate the training meeting. Coordinators cannot begin their jobs until they have participated in a training session with the Supervisor.

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Individual Homestay YPC Training Agenda Welcome & Introduction (15 minutes, section 1) Compass USA: The Organization Our Students & Clients Our Goals Our People

Types of Individual Homestay Programs (15 minutes, section 2) Individual Homestay (Train supplemental programs as needed) English Advantage, Enhanced Individual Homestay and VIP Program

The Role of the Homestay Youth Program Coordinator on the Compass USA Team (15 min. section 2)

Individual Homestay Program Procedures (30 minutes, section 3) The Basics: Host Family Recruitment (1 hour, section 4) Sources & Recruitment Methods Record Keeping Rules & Minimum Family Requirements The Interview and Host Family Orientation and Host Family Handbook Matching Procedures

Individual Homestay Management (30 minutes, section 6) Student Orientation and Student Guidelines Independent Travel Airport Transfers Evaluation Forms section 9

Goal: Host Families and Students share same expectations Emergency Procedures (30 minutes, section 7) Communication and Keeping in Touch is the Key! Insurance Procedures and Medical Procedures Problem Solving Examples – Warning Violation Procedures

Culture (30 minutes, section 10) *You may be required to train coordinators who will be placing participants in the VIP Program, Enhanced and English Advantage. This is not a part of the normal training agenda and will be trained separately.

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Section 4 – Supervisor Procedures In This Section You Will Find: Individual Homestay Procedures – Supervisor

16

Special Individual Homestay Procedures – Supervisor

19

VIP Homestay Procedures – Supervisor

19

Supervisor Expense Fund

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Procedures for each program are basically the same. Concentrate on learning the basic procedures for the individual homestay first. Then learn the different procedures for the other types of individual homestay programs. Please note that the VIP program is a bit more complicated and you should spend more time explaining the procedures for this program to the program coordinators.

Individual Homestay Procedures -- Supervisor Keep track of the IH students in your area on a calendar, in your computer or on a Compass-USA IH Weekly Report Form. Be sure you have  arrival and departure dates  matching deadlines  matching dates  orientation dates  host family information  booking dates  dates original applications are received  mail or email any information received from the Denver office immediately to the appropriate YPC. 1. Booking Confirmation: Confirm the receipt of the booking confirmation with the Denver office within 24 hours. 2. Student Application: You should receive an emailed copy of the student’s application 6 weeks or more prior to the student’s arrival. Of course, if the applicant books less then six weeks prior to arrival, you will receive the application later. For purposes of application deadlines, an application is considered complete if we receive the emailed copy of the application. Review the student’s application to verify that it is accurate and complete. Email the application information to the coordinator and retain a copy for 16


your records. 3. Assign the participant: to a youth program coordinator. Make sure that s/he has all of the information that s/he needs including a copy of the booking confirmation, student application, and pictures. 4.

Keep in touch with your YPC: Call the YPC on a weekly basis. Be sure that you are informed of your coordinator’s host family recruiting progress.

5. Host Family Orientation and Interview: Prior to submitting the host family matching form to the Denver office, review all three pages to ensure completion. If there are no teens in the home, please be sure that the form specifies how the student will interact with American teens. Also, make certain that the coordinator has conducted an orientation with all of the host family members in their home. During the interview, it is critical that the YPC reviews the Social Media and Facebook Policy (please see below). 6. Social Media and Facebook Policy Social Media has become a significant part of today’s culture, please observe the following guidelines when interacting in any social media platforms: Be wise. Be respectful. Use common sense. Guidelines for operating in a digital world are the same as the values, ethics and confidentiality policies employees are expected to live every day, whether you’re Tweeting, posting in Facebook, talking with customers or chatting over the neighbor’s fence. Remember, your responsibility to Compass USA doesn’t end when you are on your own time. For that reason, this policy applies to both Company sponsored social media and personal use as it relates to Compass USA. You are encouraged to interact with the Compass USA Facebook page: Facebook.com/CompassUSAHomestays Youth Program Coordinators are welcome to make a private Facebook group for their program. They must use this format to name the group so that when another YPC wants to make a group, it is not confusing: Group Name: Compass USA Group (Group Code and Year) ex. “Compass USA DIP02 Denver 2011" No staff members are allowed to make a Compass USA Facebook page. You cannot post any photos of students and host families on a public site; through it is fine in a private Facebook Group. Please go to compass-usa.net to review the complete Compass USA Social Media Policy.

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7.

Call the host family to introduce yourself and confirm that they have participated in the host family orientation. Ensure that they are aware of the Social Media policy and ask if they have any questions.

8. The Host Family Matching Form: The Host Family Matching is due four weeks after the student application is received or four weeks prior to the arrival date – whichever date is sooner –the matching deadline will be included on the booking confirmation. The typed and complete matching must be submitted to the Denver Office by 5 p.m. local time. The matching is due four weeks after receipt of the complete student application or 14 days prior to the arrival date of the student, whichever comes first, when the original application is received by the Denver Office 30 days or more before the arrival date. If this deadline date occurs on a Saturday or on a Sunday, the matching deadline will become the Friday before the weekend.  

If the original application is received by the Denver Office less than 30 days, but more than 21 days before the arrival date, the coordinator will make every effort to place the participant 14 days prior to arrival. If the original application is received by the Denver office less than 21 days, but more than 14 days prior to the arrival date, the coordinator will make every effort to place the participant 7 days prior to arrival. If the Denver office receives the original application less than 14 days prior to the arrival date, the coordinator will make every effort to place the participant 5 days prior to arrival.

If the coordinator is having trouble – please let the Denver office know and work closely with the coordinator or reassign the participant to a different coordinator so that you can manage the matching challenges. Be certain to submit the typed host family matching form by email to the Denver office after your review the document to be certain that it is complete and accurate. 9. Letter to the Participant: Ask the coordinator to cc you when she sends her letter to the participant. This should occur 5-7 days after she submits the host family matching form. 10. Flight and Medical Information: Make certain that you have the flight and medical information at least two weeks prior to the student’s arrival. If the information has not yet arrived - request the information from the Denver office every week until you receive it. Upon receipt of the flight information, contact the airline to confirm the student’s flight. If the information is not correct, contact the Denver office immediately.

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11. Airport Assistance: Confirm with the coordinator five days prior to the participant’s arrival and departure to make certain that the coordinator and/or the host family has made arrangements to pick up and/or deliver the participant at the airport. Reconfirm flight arrival times and flight numbers the day of the student’s arrival directly with the airlines. Follow the same procedure prior to departure. If there is a scheduling conflict, it is the responsibility of the RS to assist the participant with the airport transfer or to arrange an appropriate alternative meet and assist. If the student will be flying as an Unaccompanied Minor, please ensure that the YPC is aware of the UM procedures (see YPC Manual for specific instructions). If the HF or the YPC are unable to assist with the UM service, it is the responsibility of the RS. 12. Student Orientations: Call to confirm with the coordinator and the student 48 hours after arrival that the coordinator conduced a student orientation with the student in person. Obtain a copy of the student-signed guidelines from the coordinator. Send a copy to the Denver office via email or postmarked within 4 days of the student’s arrival and retain a copy for yourself. This is proof that the orientation has occurred and the coordinator will then be paid for the student orientation. 13. PC Weekly Contact Reports: It is mandatory for the YPC to call and email each participant and host family weekly. Save the weekly contact reports and send the complete set of reports to the Denver office when the participant departs. If there is any type of problem in the weekly report, immediately contact the coordinator and give him/her assistance with the problem. Send a copy of this report to the Denver office immediately. If you do not receive a weekly report, contact the coordinator immediately to find out if s/he has been in touch with the host family and participant. If you can’t reach the coordinator, call the host family directly. 14. Problem Solving and Warning Violations: Be available to assist the coordinator, participants, and host families with any special needs or concerns that may occur throughout the homestay. Touch base with the Denver office immediately should any problem arise. Should a student disobey a rule, it is the responsibility of the RS to complete a warning violation for the YPC and submit the signed copy to the Denver office within 24 hours of the violation. 15. Program Wrap-up and Evaluations: Make sure the YPC has handed out evaluation forms to the student and the host family. Obtain student and host family evaluation forms from the YPC and send a copy of the evaluation form to the Denver office within one week after departure.

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Special IH Program Procedures -- Supervisor Enhanced Placement: The Supervisor must submit the information regarding the enhanced options form within 3 days after the student applies for the program – this includes location, available classes, fees, and other information pertinent to the student’s particular interest. This information will be sent to the sponsoring organization for review so that we can confirm the enhanced placement and pay deposits, enrollment fees, etc. This is particularly important should participants be requesting summer camp placements as availability is often limited and enrollment dates are strictly enforced. English Advantage: English Tutor Selection: Assist the YPC with the selection of the English tutor. Be certain that the YPC completes the proper paperwork and submits it to you two weeks or more prior to the participant’s arrival. Sign and submit the paperwork to the Denver office along with the English Advantage Matching Form. Conversation Pal: Assist the YPC with the selection of the conversation pal. Be certain that the YPC completes the proper paperwork and submits it to you two weeks or more prior to the participant’s arrival. Sign and submit the paperwork to the Denver office along with the English Advantage Matching Form.

VIP Procedures -- Supervisor Booking Confirmation: Call the YPC and confirm that he or she agrees to place the participant. Contact the Denver office within 24 hours to confirm the assigned YPC Check on the VIP Skype Interview to make sure that the Denver office has spoken with the student applicant and confirm his or her English level ability and career choices. Contact the YPC Weekly: Check on the YPC’s host family and VIP business recruiting progress. Four Weeks After Receipt of the Student Application: The VIP matching should be completed by this date. If the YPC is having trouble – please let your OD know so that you can work through the matching challenges together. Decide if the YPC will place the student within the deadline. If not, find someone else to place the student, or place the student yourself. Be certain to complete and type the business matching form. 

The VIP matching is due four weeks after receipt of the student application or 56 days (8 weeks) prior to the arrival date – whichever is sooner when the students original application or a legible faxed application is received by the Compass USA office 90 days or more before the arrival date. 20


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The HF matching is due four weeks after receipt of the student application when the original application or a legible faxed application is received by the Compass USA office 60 days or more before the arrival date. If the original application is received by the Denver Office less than 60 days before the arrival date, the coordinator will make every effort to place the participant 2 weeks after receipt of the information or two weeks prior to arrival, whichever is first. Consult the contract for specific deadlines.

Flight and Medical Information: Email flight and medical information to YPC. If the information has not yet arrived - request the information from Denver every week until you receive it. Airport Assistance: The supervisor is not required to meet the student at the airport, however the supervisor must be certain that either the YPC or the host family is meeting the participant and ask the YPC to call to confirm the participant’s safe arrival and departure. Student Orientations: Check with the YPC 48 hours after the student arrives to be certain s/he has conducted the host family orientation in person. Contact the student and host family personally to be certain the participant has received his or her orientation. Be certain that you have a copy of the signed guidelines (both VIP and host family guidelines) from the student. Send a copy of the signed guidelines to the Denver office postmarked 4 days or less after the students’ arrival date. Retain a copy for yourself and the YPC as well. VIP Orientation & First Day of VIP: Check with the YPC after the first planned day of the VIP program to be certain that the student was accompanied to the workplace by the YPC and had an opportunity to complete transportation arrangements and the orientation with the business supervisor. If you have any doubts, contact the student and host family personally to be certain the participant has received his or her orientation. Be certain that you have a copy of the signed guidelines (both VIP and host family guidelines) from the student within 5 days after the students’ arrival date. Problem Solving and Warning Violations: Be available to assist your staff, the host families and individual homestay participants with any special needs or concerns that may occur. Program Wrap-up: Remind the YPC to give evaluation forms to the student, host family, and the business supervisor. Be sure the student receives a copy of the VIP program evaluation form and a VIP certificate of completion. Send a copy of the evaluation forms to the Denver office within one week after departure.

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Supervisor Expense Fund The Supervisor will receive an expense fund, based on the number of students in the region, to cover hiring and administrative costs for managing the region. The supervisor is encouraged to keep receipts, a mileage log, copies of phone bills and documentation of any other expenses incurred for your tax records. The Supervisor will receive $7 per student at the end of the summer. Phone Calls: Long Distance phone calls for Compass use etc. Additional funds are not available to cover phone use, so please be careful with cell phone charges. You should confirm the type of cell phone plan you have or purchase a go phone. We encourage you to use land lines whenever possible. Compass USA will NOT reimburse you for additional cell phone charges.

Section 5 – Communication and Support In This Section You Will Find: Communicating with Youth Program Coordinators

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Host Family Recruiting Support

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Communication from the Denver Office

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Problem Solving

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Medical Emergencies

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Communicating with Your Youth Program Coordinator After completing the training process, the continuous support the Supervisor provides to the coordinators is one of the most important parts of the job. It is important to have a clear understanding of the YPC’s job requirements and it is essential to adequately explain the Supervisor’s expectations, to create a good working relationship with YPCs. The first step is to set specific, attainable goals so YPCs understand what is expected of them. Through regular weekly contact and receipt of the host family matching forms, the Supervisor can accurately monitor the progress of each YPC. Those YPCs requiring extra support and assistance will be easily identified. Although email is a convenient way to communicate with YPCs it does not take the place of 22


weekly phone calls. It is vital to talk with your YPCs by phone or in person at least two times per week. The Supervisor may want to set a weekly schedule for calls. Phone calls allow the Supervisor the opportunity to hear the excitement or the frustration in the YPC’s voice. Phone conversations will guide the Supervisor in knowing how to support the YPC.

KEEP IN TOUCH WITH YOUR COORDINATORS     

As soon as the coordinators are requested to place a student, place him/her on your watch and support list! Call him/her weekly to check on her progress. MOTIVATE HIM/HER to SUCCEED. MONITOR the DEADLINES MAKE SURE S/HE WILL MEET MATCHING DEADLINES

WHEN EVERYONE ON THE TEAM MEETS HIS OR HER DEADLINES, THE ENTIRE TEAM IS SUCCESSFUL. *DO NOT RELY ON EMAIL – WEEKLY PERSONAL PHONE CALLS ARE A MUST!

Host Family Recruiting Support Fostering successful and timely host family recruiting will help ensure positive homestay experiences for all participants. It is important to set achievable host family recruiting goals. Work closely with your YPC to develop a host family recruiting plan. Be sure that your coordinator is “working the plan”. Each week when the YPCs are contacted, ask specific questions:  How many potential new host families did you contact?  How many previously contacted host families did you recall?  What other resources are you planning to contact this week?  What methods are working?  What methods aren’t working?  How can I help you? KEEP NOTES on the YPC list of 25+ Recruiting Plan of the specific families the YPC intends to contact or has contacted. Follow-up each week and ask about these specific names. If a PC is struggling with recruiting offer suggestions and share other community resources to help your YPC find families. The possibilities are endless, and brainstorming ideas will energize your YPC and help him/her feel that she can finish recruiting families. If after making over fifty phone contacts (about three weeks), the YPC is not beginning to 23


actually turn in completed paperwork, it is time to review his/her phone and networking techniques and the actual families that have been contacted. Build up the morale of each YPC, but be certain that he or she is actively recruiting

Communication with the Denver Office Compass USA aims to keep our communication lines open between Supervisors, coordinators and office staff. We work together to give the Supervisors better opportunities to contribute to and control the communication process. We attempt to respond and confirm responses by using several key forms as our central guides. To assist the YPC, the Supervisor will reconfirm each host family’s commitment to Compass USA by calling each host family upon the receipt of the host family matching information to thank them for volunteering to host a student.

Problem Solving GENERAL PROCEDURES 1. Contact the OD in case of any potential problem. At the first sign of a potential problem, talk with your YPC and then contact the OD so all information is properly documented and a course of action is agreed upon in concert with the Denver office. 2. Warning Violation: Should a student disobey a rule, it is the responsibility of the RS to make certain that a warning violation is completed in detail, which states the actual guideline the student has violated. It is critical that the warning violation is completed and submitted to our partner by the Denver office within 24 hours of the violation. 3. Moving a Student: It may become necessary to move a student because of behavioral issues or an unsuitable host family match. If it is necessary to move the student, first contact the Denver office to discuss all issues concerning the new placement. Be sure to involve all parties in the moving arrangements. NEVER move a student without contacting the Denver office FIRST. It is the obligation of the RS to contact the Denver office and inform and consult with staff each step of the way so that they can inform the client who will then get in touch with the student’s family at home. NEVER contact the participant’s natural family or the client directly!!!!!

Medical Emergencies 1. In the case of all medical problems – no matter how minor, please contact the

Denver office. Report complete and accurate details of the illness or injury and 24


treatment on the health incident report. Compass USA will contact the sending organization, who will in turn contact the natural family of the student; thus, it is of utmost importance that accurate information is given. If applicable, discuss with the Denver office the necessity of a host family change or student return to her/his home country. 2. You must keep the Denver office informed of all changes that occur concerning the health of the student. If the student must return home, it is very important that the Denver office know as soon as possible, so arrangements can be made with the airlines and the sending organization to get the student home.

MEDICAL RELEASE: Each student participating in a Compass-USA homestay program will be covered by accident and illness insurance. Individual Homestay students receive their insurance through their sending organization. Most of our sending organizations' student applications contain a medical release section that must be signed by the student's parents before s/he can participate in a homestay program. The RS is responsible for reviewing each medical release form and medical information form to make sure it is complete upon receipt of the application. If information is missing, notify the Denver office immediately. MEDICAL INSURANCE: These students are not covered by insurance from Compass USA. It is imperative that you make certain that the YPC has the insurance information upon the student’s arrival and make certain that the coordinator, the host family and the student understand that the student is responsible for all medical payments. Do not give the Compass USA address to the medical provider. Do not give the host family address to the medical provider. Give the domestic address of the insurance company or the student’s home address. If they do not accept the insurance, it is the responsibility of the student to take care of the medical bill before leaving the country. If this is not possible, inform the Denver office of the problem and make sure that the participant signs the medial liability payment form BEFORE arranging for payment to the medical facility. For participants under the age of 21 years, the form must be signed by the parents at home and sent from the sponsoring organization by fax with their signature BEFORE payment is given to the medical facility.

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IH VIP Regional Supervisor