If A Problem Occurs

If a Problem Occurs
Even with the best planning and proactive quality assurance programs, problems may occur. When this happens, the Red Cross will work closely with the authorized provider to immediately deal with the situation.
If a problem is minor, the Red Cross will try to deal directly with the instructor to resolve the issue. Most situations can be handled effectively with simple counseling.
Occasionally issues arise that may need further intervention. When this occurs the Red Cross will keep you informed of steps that are being taken by the Red Cross and will solicit your help in solving the problem. The basic steps for dealing with larger issues are:

• Identifying the problem
• Counseling the instructor
• Providing remediation, if needed, such as co-teaching, teaching under observation or retraining
• Monitoring the instructor
• Continuing counseling, remediation and monitoring as necessary

In severe cases, the American Red Cross has the right to suspend an instructor’s authorization. When this occurs, the instructor can not teach Red Cross courses until the problem is resolved. When a resolution can not be attained, the Red Cross may have no recourse but to withdraw the instructor’s authorization. The Red Cross has an extensive and thorough process for withdrawal of authorization and does not do this lightly.
In situations where the Red Cross has identified that courses are not taught according to standards and that the participants must be retrained, the authorized provider is responsible for all costs associated with any retraining. (See Authorized Provider Agreement). The Red Cross will notify the participants advising them of available retraining.