From: To: Subject: Date: Attachments:

Complaints Management Rhames, Amy FW: Formal Complaint and Concern Thursday, November 18, 2010 2:27:40 PM Formal Complaint and Concern.pdf Markem Phone Call2.mp3 PROCESS.docx Markem Email.pdf A+Markem Concerns.docx A+Markem Response.docx

========= -----Original Message----From: Cheryl Davison [mailto:CherylDavison@herefordisd.net] Sent: Thursday, November 18, 2010 11:29 AM To: Complaints Management Cc: gwen.davis@esc13.txed.net; Kelli Moulton; Maureen Self; Sheri Blankenship; Ghazal, Rita Subject: Formal Complaint and Concern Please find attached the following items: *Formal Complaint and Concern *Recorded automated phone message *Email from A+Markem regarding list of students *Email to A+Markem addressing concerns *Response email from A+Markem regarding concerns *Hereford ISD SES Process and Information to providers Please contact Sheri Blankenship if you have questions or concerns. Thank you! Cheryl Davison Hereford Independent School District Federal Programs Clerk 601 N. 25 Mile Avenue Hereford, TX 79045 (806) 363-7600 ext. 1008 cheryldavison@herefordisd.net

 HerefordIndependentSchoolDistrict SESProcessandInformationforProviders

Recruiting:
Mustcompletecontractprocessfirst RecruitingonHISDcampusesisnotallowed Youmusthavepermissiontorecruitatbusinesses,apartmentcomplexes, andotherHerefordlocationsfromthemanagerorsupervisorincharge priortorecruiting MustuseTexasSESEnrollmentformcompletedbyparent PleaserememberthatyourepresentyourcompanywhoprovidesSES servicestostudentsyouDONOTrepresentHerefordISD,NCLB,TEA,or USDE

 HerefordIndependentSchoolDistrict SESProcessandInformationforProviders

Enrollment:
Stateapprovedenrollmentformrequired(musthavebothsidesprinted) copyattached Enrollmentformsmustbecompletedbyparent HISDhasOpenEnrollmentandwillacceptenrollmentformsfrom September27,2010May26,2011(asfundsallow) CompletedenrollmentformsmaybesubmittedtoHerefordJr.Highat704 LaPlataDriveorHISDAdministrationbuildingat601N.25MileAvenue, Hereford,Texas79045 Studentsarerequiredtobeginserviceswithin30daysofdistrictreceiving enrollmentformtomeetcompliancerequirement. Afterdistrictreceivesenrollmentform:

HISDchecksforeligibility
Enrollment FormReceived

HISDNotifiesParents
NotEligible

Eligible

HISDentersstudentintoEZSES HISDsendsTAKSreporttoProvider CreateSLP(seeSLPProcess) SLPisapprovedinEZSESafterparentsignatureand/orschooldistrictsignaturebyHISD StartServices(mustbewithin30calendardaysfromdateofenrollmentform)

RemembertocommunicatewithparentsASAPwhenyouarenotifiedthathe/sheis enrolledinyourprogram YouwillbenotifiedviaEZSESwhenastudenthasbeenassignedtoyourcompany OncestudentisassignedtoyourcompanyonEZSESyouareontheclock Wedonotkeeptrackofstudentswhoyoudidnotget

 HerefordIndependentSchoolDistrict SESProcessandInformationforProviders

STUDENTLEARNINGPLAN(SLP):

Dependingonthechoicetheparentmakesonenrollmentform: 1) Ichoosefortheschoolandtutoringprovidertodevelopmychildsstudent learningplanandsendmeacopy.

A. ProviderauthorsSLPsonbehalfofHerefordISD;uponproviderconsent B. HISDsendsviaemailTAKSdataforeachstudentassignedtoprovider C. ProvidercreatesSLPinEZSES D. HISDprintsSLPandtakestoHJHforapproval E. UponHJHsapprovalandsignatureHISDapprovesSLPinEZSES F. HISDprintsSLPandmailstoparent G. Providermaybeginservices(mustbewithin30daysfromdateofenrollment)

2)Iwillactivelyparticipateintheprocesstohelptheschoolandtutoringproviderto developmychildsstudentlearningplan A. ProviderauthorsSLPsonbehalfofHerefordISDandParent;uponprovider consent B. HISDsendsviaemailTAKSdataforeachstudentassignedtoprovider C. ProvidercreatesSLPinEZSES D. HISDprintsSLPandtakestoHJHforapprovalandsignatureandtoparentfor approvalandsignature E. UponHJHsandParentsapprovalandsignaturesHISDapprovesSLPinEZSES F. HISDgivesparentacopyofSLP G. Providermaybeginservices(mustbewithin30daysfromdateofenrollment)

DONOTBEGINSERVICESUNTILSLPISAPPROVED

 HerefordIndependentSchoolDistrict SESProcessandInformationforProviders

ATTENDANCE:
MaintainattendanceinEZSES InformationonEZSESmustmatchhardcopydocumentssubmittedbyproviderfor HISDtoverifyinvoiceforapproval ProviderisrequiredtousetheHerefordISDSESAttendanceRecord2010/2011 formcopyattached.Onlineprovidersmaysubmitelectroniclogin/outreports. Pleaseemail,mail,faxorhanddeliverhardcopiesto: CherylDavison/FederalProgramsClerk 601N.25MileAvenue Hereford,TX79045 Fax:(806)3637600ext.1008

PROGRESSREPORTS:

ProvidersubmitsprogressreportsmonthlyintoEZSES HISDwillprintprogressreportsandmailacopytoparentandsenda copytoHJHinschoolmail Uponparentsrequestproviderswillneedtotranslateprogress reportstoSpanish

 HerefordIndependentSchoolDistrict SESProcessandInformationforProviders

BILLING:
SubmitinvoiceinEZSES Fax,emailoruploadhardcopiesofsignin/outsheetsorlogin/outrecords SeeattachedBillingCalendarforduedates HISDwriteschecksonThursdaysofeachweek

ROOMS:
HerefordISDhasalimitedamountofroomslocatedintheHISD Administrationbuildingat601N.25MileAvenueavailableuponrequest fortutoringpurposesbysubmittingaRoomRequestFormcopy attached Roomswillbeassigneduponreceiptofrequestaslongasroomsare available BuildingUsageContractmustbecompleteduponassignmentofroom Ongoinguseofafacilitymayrequireroomchangeasneededfor meetingsheldbyHISD HISDcampuseswillnotbeavailablefortutoringpurposesatthistime IfyouwouldliketouseanotherlocationinHereford,youwillneedto contactthemanagerorsupervisoratthelocationforapproval.Location hastobeapprovedbyHerefordISD.

Mr. Malone: Hereford ISD at this time has 7 students assigned to A+Markem. We appreciate your company tutoring these students. However, we have some concerns that we would like to address: 1) Several HISD parents have brought to our attention an automated phone call they have been receiving from your company. The following comment made in the phone call we feel is in contradiction of Texas Education Agencys SES Guidelines. a. you need to register now to take advantage of the free tutoring offer and the free IPod touch. Every student will receive an IPod touch. B-4. May an SEA develop a policy with regard to SES providers use of incentives? The State has developed a policy with regard to providers use of financial incentives or other gifts directed to families or to school or LEA personnel to encourage enrollment in an SES program. The States policy 1) applies equally to all providers, including public entities, 2) does not prohibit activities by private providers that are allowed by public entities, and 3) does not bar standard marketing practices. Providers may only offer nominal incentives to parents or students to attend information sessions and provider fairs, for regular student attendance, or for student academic achievement. On the other hand, providers are prohibited from giving any financial incentive or gift to a student or parent for enrolling in a specific program or to switch enrollment to another program. Additionally, providers are prohibited from offering cash or other incentives to campuses for signing up students for their programs. 2) All providers were e-mailed on August 19, 2010 a Hereford ISD Process and Information for SES Providers. Several of these processes have not been followed: a. in the automated call it states that We are working with Hereford ISD Hereford ISD Process and Information for SES Providers states Please remember that you represent your company who provides SES services to students you DO NOT represent Hereford ISD, NCLB, TEA, or USDE b. October invoice was submitted at 1:30 p.m. on 11/9/10 without the required attendance form. Hereford ISD clearly stated in the Process that the required HISD Monthly Attendance Form be submitted along with the invoice according to the HISD Billing Calendar which was also e-mailed on 8/19/10. Provider is required to use the Hereford ISD SES Attendance Record 2010/2011 form copy attached and See attached Billing Calendar for due dates. The billing calendar states that October invoices are due 11/5/10. I also emailed Mr. Morton a reminder that 11/3/10 that the last day to submit October invoices was November 5th.

We do understand that this is the first billing period for 2010/2011 and we will process the invoice when we receive the required attendance forms but would appreciate your help in making sure that future invoices are submitted in a timely manner. If there is a problem with submitting an invoice on time, please correspond with us and we can make allowances. Hereford ISD is requesting that A+Markem cease making the automated phone calls and mailing the letters to HISD students immediately. We appreciate your help in supporting these guidelines and processes which will help make things run efficiently. If you have questions or concerns, please let me know. Thank you,

Cheryl Davison Federal Programs Clerk

Mr. Malone: Hereford ISD at this time has 7 students assigned to A+Markem. We appreciate your company tutoring these students. However, we have some concerns that we would like to address: 1) Several HISD parents have brought to our attention an automated phone call they have been receiving from your company. The following comment made in the phone call we feel is in contradiction of Texas Education Agencys SES Guidelines. a. you need to register now to take advantage of the free tutoring offer and the free IPod touch. Every student will receive an IPod touch. B-4. May an SEA develop a policy with regard to SES providers use of incentives? The State has developed a policy with regard to providers use of financial incentives or other gifts directed to families or to school or LEA personnel to encourage enrollment in an SES program. The States policy 1) applies equally to all providers, including public entities, 2) does not prohibit activities by private providers that are allowed by public entities, and 3) does not bar standard marketing practices. Providers may only offer nominal incentives to parents or students to attend information sessions and provider fairs, for regular student attendance, or for student academic achievement. On the other hand, providers are prohibited from giving any financial incentive or gift to a student or parent for enrolling in a specific program or to switch enrollment to another program. Additionally, providers are prohibited from offering cash or other incentives to campuses for signing up students for their programs. The iPOD TOUCH is used as a learning tool and part of our program. Just as providers who supply computers, cell phones and iPADs, we can mention them as learning tools when describing our program to parents. We are not using this as an incentive. 2) All providers were e-mailed on August 19, 2010 a Hereford ISD Process and Information for SES Providers. Several of these processes have not been followed: a. in the automated call it states that We are working with Hereford ISD Hereford ISD Process and Information for SES Providers states Please remember that you represent your company who provides SES services to students you DO NOT represent Hereford ISD, NCLB, TEA, or USDE We make the statement in the phone calls This is A+ Markem Free Tutoring and we are working with Hereford ISD to provide free tutoring at Hereford Junior High School We do say we are working for HISD but rather with HISD. If this is confusing the parents, we will leave this out of any future calls.

b. October invoice was submitted at 1:30 p.m. on 11/9/10 without the required attendance form. Hereford ISD clearly stated in the Process that the required HISD Monthly Attendance Form be submitted along with the invoice according to the HISD Billing Calendar which was also e-mailed on 8/19/10. . Provider is required to use the Hereford ISD SES Attendance Record 2010/2011 form copy attached and See attached Billing Calendar for due dates. The billing calendar states that October invoices are due 11/5/10. I also emailed Mr. Morton a reminder that 11/3/10 that the last day to submit October invoices was November 5th. We were not aware that the district has a sign-in sheet as we missed it in the email that was sent out in August. We will have the students re-sign the required form and submit it to you. As you know we had a switch in teachers and the first teacher had the sign-in sheet. By the time we got it, and submitted the invoice, we had passed the 11/5 date. We will work to get all invoices in on time in the future. We do understand that this is the first billing period for 2010/2011 and we will process the invoice when we receive the required attendance forms but would appreciate your help in making sure that future invoices are submitted in a timely manner. If there is a problem with submitting an invoice on time, please correspond with us and we can make allowances. Hereford ISD is requesting that A+Markem cease making the automated phone calls and mailing the letters to HISD students immediately. We appreciate your help in supporting these guidelines and processes which will help make things run efficiently. If you have questions or concerns, please let me know. Thank you,

Cheryl Davison Federal Programs Clerk