Compliance

Compliance Inquiries are received via a new message on the dashboard or to a Compliance Team (CT) in the judge area. For inquiries received on the dashboard, follow these protocols:

Assign the chat: Compliance Lead (CL) or Message Monitor assigns the request.

• The CL assigns the request to a CT when a request appears on the dashboard. Begin every response with: “Thank you.”
• If a team is not available, the CL or Message Monitor will begin the dialogue.
  • Sample response when there is a delay: “Thank you for reaching out to the Compliance Team. It may take a few minutes for a team to respond to your inquiry due to tournament volume. While you're waiting, please enter your question or concern here.”

Determine if the inquiry is a rules-related question: The assigned CT begins the dialogue to determine if it is a rules-related question.

• Rules-related: Use unbiased, clarifying questions to determine the nature of the concern; i.e., is the concern a potential rule violation?
• Other type: If the concern is not a potential rule violation but another type of concern, then the CT should inform the CL immediately. The CL will then relay the information to the RC and/or appropriate department team lead.

Determine if the inquiry requires further investigation:  CT determines whether the issue can be resolved by locating or knowing a resource or needs follow-up.

• Resources: If the question can be answered by directing the judge to the Judge Resources, then the CT will guide the parent or judge to the appropriate resource(s) on the NCFCA website.
  • See the Compliance Resource Library module for a list of common resources, e.g, ballot rubric, rules, or judge guide.
  • Use NCFCA verbiage and links when possible.
  • The CT will send a reply that is reviewed by a second team member. 
• Further investigation: If the question involves a competition-related concern that requires follow-up, the CT will ask the Judge to complete the Compliance Request Form (CQR) on the dashboard with pertinent information.
  • Example verbiage: Please complete a CQR Form located in the _____ section of the dashboard. Be sure to include all pertinent details related to your concern. Once you’ve submitted the form, just let us know here in the chat. Thank you!

Note:

Request from a competitor: If a competitor has made the compliance request, inform the competitor that the request must be made with a parent or chaperone present.  

• Instruct the competitor to fill out a Compliance Request Form (CQR) with his/her parent(s) on the parent’s dashboard.  
• Do not continue to dialogue with the competitor on the competitor’s dashboard.
• The CT should set up a Reporting Family Meeting if a face-to-face meeting has yet to take place.