The documentation review can be completed before the site visit or on-site. We evaluate both compliance with the standards and alignment between documentation, staff interviews, and observed operations. Documents reviewed include:

• Policies and Procedures / Operations Manual 

• Training procedures and documentation

• Commissioning documentation

• Pre-use inspections

• Periodic Inspections

• Equipment documentation

• Employee files

• Marketing materials

We observe at least two staff operating the program being reviewed alongside clients in normal operations. In the case of a commercial tour operation, we like to observe two different tours as secret shoppers. For summer camp or traditional programs we like to observe a typical group and the operation of any specialty elements. We also observe any rescue procedures detailed in the Policies and Procedures manual. Items we’ll observe include: 

• Pre use inspection

• Reporting

• Getting equipment out and inspecting

• Check in procedure

• Orientation

• Gear up

• Briefing

• Operations

• Facilitation/Coaching

• Wrap Up

• Post-program equipment storage

• Rescue demonstration

While onsite we interview at least two operations staff members to learn more about your operation from their perspective. Often we find that the people closest to the work have great insights about what is working and not working well. The purpose of these interviews is to determine compliance with standards and alignment with documentation. The interviews are completed on-site in both an office setting and while on-course.

We conduct three types of interviews with management/ownership: pre-visit, onsite, and post-report. During the pre-visit interviews we seek to learn about their general operations, changes that have occurred through time, previous incidents or any concerns that they have. Onsite interviews are generally focused on management related topics like equipment purchasing and tracking, insurance, human resource policies, marketing, etc. The post-report meeting summarizes our findings and presents ideas and options for greater internal alignment and compliance with the standards and industry best practices.