When it comes to a certification program, perception is important! If the program is not seen as being meaningful and valuable to those seeking certification and to the industry in general, it probably won’t be successful. The value of the program extends beyond its content; how it is administered is also a factor. Having assisted in managing several certification programs over the years my focus is often on program administration: guiding candidates through the certification application process, maintaining files and serving as a resource for anyone with questions about the program. Here are some of the practices I have found most helpful when it comes to program administration.
Facilitation of a consistent experience for candidates is a primary goal. From application through certification achievement, the intent is that everyone has access to the same information, follows the same steps and completes all the required paperwork. How? One word: routine! Following an established routine has proved indispensable. Not only does it help ensure a uniform experience for those going through the certification program, it makes it much easier for staff to be certain that all necessary steps have been completed.
One side note about routines, though. As a program administrator one should not be afraid to modify the procedure to make it work better. In my experience, something might seem perfect in the development stage, but once in practice some adjustments may be needed. Keep an open mind, listen to feedback and make adjustments when necessary.
Closely related to following an established routine is documentation and record maintenance. When it comes to managing a certification program I’ve found that the details are crucial. Keeping notes and consistently maintaining a step-by-step application checklist in real time have been worthwhile practices. This is especially true if there is any variance from the routine or if any unusual circumstances occur. It is true that note taking and checklist maintenance are not the most exciting tasks and may be easily overlooked. Yet, time and time again they have proved to be incredibly beneficial, especially in the long term. If questions or issues arise later the notes will be there to provide answers.
Serving as a reliable resource for anyone with questions about the program is also important. To accomplish this my focus is on consistent and responsive communication. Keeping the application process moving along by turning around forms quickly, promptly communicating any delays in the process and responding to individuals’ questions or requests as soon as possible are just some of the ways effective communication contributes to program quality. It is also helpful to remember that communication extends beyond those seeking certification. Making sure that all interested parties are informed about the certification program is beneficial, so regular, proactive communication with a larger audience (e.g., colleagues, the general industry) should never be neglected.
How a program is administered matters. Having a cohesive administration strategy goes a long way toward delivery of a high-quality program that is viewed by all parties as valuable to their own experience. Perception is important and in the end, even the smallest details and tasks matter!