Training Policies

Effective Date: 06/18/25
Last Updated: 06/25/25

Purpose

This policy outlines the procedures for participants to submit complaints or disputes related to the Keys to Felicity training program and ensures timely, respectful, and impartial review and resolution of concerns. ROOTS is committed to maintaining the highest quality of professional development and strives to address participant concerns in a fair and transparent manner.

Scope

This policy applies to all participants of the Keys to Felicity training program, including those attending in-person and virtual sessions, and covers:

  • Program content or delivery
  • Instructor conduct or professionalism
  • Access to course materials or accommodations
  • Certificate issuance or CE documentation
  • Any other issues related to the participant experience

Complaint Submission Process

Participants are encouraged to address concerns promptly and directly with the training facilitator or support team when possible. If the issue cannot be resolved informally, participants may submit a formal complaint using the following process:

  1. Written Complaint Submission
    • Submit a written complaint within 30 calendar days of the incident or concern.
    • Complaints should be sent via email to: training@felicitycounseling.com 
  2. Required Information
    Include the following details:
    • Full name and contact information
    • Date of the training and name of the session
    • Detailed description of the concern or incident
    • Any supporting documentation, if available
    • Preferred resolution or outcome (if applicable)

Review and Resolution Process

  1. Acknowledgment of Receipt
    • Participants will receive written acknowledgment of the complaint within 5 business days.
  2. Internal Review
    • The complaint will be reviewed by the Program Director or a designated representative.
    • The review may involve communication with involved instructors, staff, or other relevant parties.
  3. Resolution Timeline
    • A written response outlining the findings and resolution will be provided within 15 business days of receipt of the complaint.
  4. Possible Resolutions May Include:
    • Clarification of policies or materials
    • Issuance of corrected CE documentation
    • Refund or credit toward future training
    • Staff retraining or process improvements
    • Dismissal of the complaint with explanation

Appeals Process

If the participant is not satisfied with the resolution, they may submit a written appeal within 10 business days of receiving the outcome. Appeals must be addressed to the ROOTS Executive Director at shop@felicitycounseling.com. A final decision will be issued within 10 business days of the appeal.

Confidentiality and Non-Retaliation

All complaints and appeals will be handled with confidentiality and professionalism. Participants who submit a complaint in good faith will not face retaliation of any kind.

Contact Information
Keys to Felicity Training Program
Email: shop@felicitycounseling.com
Website: keystofelicity.com

 

Attendance Verification Requirements

To receive CE credit and a certificate of completion, participants must fulfill the following:

1. Timely Login and Full Participation

  • Participants must log in using their full legal name at the start of the session.
  • Attendance is verified by log-in/log-out time stamps recorded by the virtual platform.
  • Participants must attend at least 90% of the scheduled session time to qualify for credit.

2. Visual Presence

  • Participants are expected to keep their camera on for the duration of the training, unless they have requested and received an accommodation in advance.
  • Frequent or extended periods of camera absence without explanation may result in denial of CE credit.

3. Interactive Participation

  • Participants must respond to polls, breakout room prompts, or chat box questions as prompted during the session.
  • Completion of pre/post-training quizzes or evaluations, if required, will be noted as part of attendance verification.

4. Attendance Monitoring

  • Attendance will be monitored in real time by ROOTS administrative staff or designated support personnel.
  • Any issues with logging in or technical difficulties must be reported immediately to the facilitator or tech support contact.

Make-Up or Missed Time

  • If a participant misses more than 10% of the session, they may not be eligible for CEU credit.
  • Make-up opportunities, if available, are at the discretion of the program director and must be scheduled within 30 days of the original training date.

Certificate Issuance

  • Certificates will be issued via email within 7 business days after completion of the training, only to participants who meet attendance and engagement requirements.
  • Certificates will include the participant’s name, date, session title, and CE hours awarded.