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AEA Management Standards Executive Summary

The AEA Management team believes in high quality in all its endeavors. The following statements outline those standards by category. The standards are put into writing in this Executive Summary released to the membership in order to highlight what members can expect when working with the Association’s Management. If at any time a member feels that the quality of work performed by the AEA Management Team has been diminished or customer service standards are not being met, he/she should contact the Executive Director, Denise Roosendaal, immediately. 

The full Management Standards document is maintained by the AEA Management Team and is not a procedures or policy document. Rather, the document is intended to outline what we believe are the appropriate standards for serving AEA members and managing projects within AEA’s scope. A full copy of the AEA Management Standards may be obtained by emailing info@eval.org.

This is a living document which will be updated and/or adjusted over time. These standards reflect at all times the values represented in the SmithBucklin culture statement as well as AEA values.

 

Standards Category

Specific Item


Notes

 

 

 

 

 

 

Customer Service Standards

 

 

Phone calls/voice mails/emails will   be responded to within two business days. Written communication will receive a response within five business days.
If a particular contact requires additional follow-up, the staff member should indicate when a full response can be expected.
High email volume due to a significant deadline (i.e. conference submission deadline, conference registration opening, or significant AEA event where staff is onsite in attendance) may result in delayed response.
Auto-Response emails will be allowed during these times using the standard language and only for a maximum of two weeks surrounding the significant deadline.
Popular vacation timeframes (holiday weekends or late December).
Auto-Response emails will be allowed during these times using the standard language and only for a maximum of two weeks surrounding the significant deadline.

 

 

 

 

 

Communication

 

 

Delivery of broadcast emails will generally be within the 9:00-5:00 ET time frame. Ideally the broadcast schedule will be on Tuesday/Thursday between 11:00-2:00 pm ET.
The intent of this standard is to avoid delivering emails when the staff is unavailable to answer questions.
Website information will be proofed using the stated proofing plan prior to posting. Staff will review the website data on a monthly basis to remove expired information.
Members are encouraged to report errors or dated material to an AEA Management Team member.
AEA Management Team will use the Member Profile for pulling data for outbound communication, not the Find an Evaluator section.
Members having difficulty updating their member data should contact an AEA Management Team member