3.3: Program Orientation

The Sponsor shall provide an orientation for prospective participating contractors which includes an overview of the program and its goals, a review of the procedures and rules for participation including technical and administrative requirements (e.g. paperwork and data reporting), and a review of the contractor qualification criteria and enrollment process. The program orientation shall also include a review of the program’s quality assurance (QA) procedures and the contractor’s role in the QA process including corrective actions and disciplinary policies and procedures. Additionally, the program shall provide training for all program staff engaged in customer service activities. Training for customer service staff shall cover the fundamentals of what is meant by home performance, building science, and the house-as-a-system approach and the value to the customer.