Staff Training and Quality Assurance Services

The contract seeks a vendor to develop and deliver comprehensive compliance and performance training for collection staff focusing on federal regulations including the Fair Debt Collection Practices Act, the Family Educational Rights and Privacy Act, and the Health Insurance Portability and Accountability Act, alongside institutional policies specific to the State University of New York. Training must be tailored to ensure staff understand legal obligations, data privacy protocols, and ethical collection practices, with a strong emphasis on real-world application and ongoing reinforcement. Quality assurance is a critical component, requiring regular call monitoring, performance evaluations, and feedback mechanisms to measure training effectiveness and ensure consistent adherence to standards across all operations. The vendor is expected to implement a structured program that includes initial onboarding, periodic refreshers, and targeted interventions based on performance data. Training delivery methods must accommodate various learning styles and operational constraints, and all materials must remain current with evolving regulatory requirements and SUNY policy updates. Performance metrics and reporting will be used to assess outcomes and justify continuous improvement efforts. The contract is classified as a subcontract under NAICS code 611430, issued by the State University of New York, with proposals due by June 22, 2026, and services expected to be performed remotely or as directed by the agency.