CSBS Examiner Training Manual

Examiner Training Manual

Internal Use Only

Table of Contents Introduction......................................................................................................................................... 3 Examiner Training Programs ................................................................................................................ 3 Examiner Training Roles & Responsibilities .......................................................................................... 3 Subject Matter Expert (SME) – Content Development............................................................................. 3 Instructor .................................................................................................................................................. 4 Facilitator .................................................................................................................................................. 4 CSBS Staff .................................................................................................................................................. 4 Time Commitment ............................................................................................................................... 5 Onboarding Procedures ....................................................................................................................... 5 Code of Conduct .................................................................................................................................. 6 Expense Reimbursement Policy ........................................................................................................... 7 Expense Reimbursement Account Set-up................................................................................................. 7 Expense Reimbursement Form................................................................................................................. 7 Expense Reimbursement Guidelines ........................................................................................................ 8 Hotel Accommodations ........................................................................................................................ 8 Airfare ................................................................................................................................................... 8 Ground Transportation ......................................................................................................................... 8 Meals..................................................................................................................................................... 8 Tips ........................................................................................................................................................ 8 Entertainment ....................................................................................................................................... 9 Eligible & Non-Eligible Reimbursement Expenses ................................................................................ 9 Training & Support............................................................................................................................. 10 Instructor Digital Badge ..................................................................................................................... 10 Eligibility Criteria ..................................................................................................................................... 10 Badge Maintenance Requirements ........................................................................................................ 10 Recognition and Benefits ........................................................................................................................ 11 Additional Considerations....................................................................................................................... 11 Appendixes ........................................................................................................................................ 12 Appendix A: New Instructor Onboarding Checklist ................................................................................ 12 Appendix B: Examiner Training Facilitation Rubric ................................................................................. 14

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Introduction CSBS offers thirteen unique examiner schools, with most being conducted a couple of times during the year. We also offer programs on-demand and custom programs for states upon request. Providing outstanding training and development opportunities for our members is a critical part of our mission and a point of pride for us. As our educational offerings continue to expand and improve, we need and want to increase the size of our examiner training contributor teams available for our schools. This manual outlines the expectations and guidelines for all CSBS examiner training roles including Content Developers, Instructors, Facilitators, and CSBS Staff. This manual also includes onboarding procedures, reimbursement guidelines, and training resources. Examiner Training Programs CSBS currently offers thirteen examiner training programs: • Bank Analysis School • Bank Examiner-in-Charge School • BSA/AML Examiner School • Introduction to Mortgage Originations Examinations • Introduction to Mortgage Servicing Examinations • Introduction to Problem Banks • IT Examiner School • Nonbank Examiner-in-Charge School • Trust Examiner School Examiner Training Roles & Responsibilities There are four key roles needed to develop and deliver effective examiner training programs: Subject Matter Expert (SME) – Content Development • Primary Focus: Instructional content creation and review. • Key Responsibilities: o Develop and organize content based on learning objectives. o Ensure all training materials are accurate, current, and aligned with learning objectives. o Collaborate with instructional designers to create training materials including PowerPoint slides, job aids, case studies, and assessments. • Capital Markets School • Credit Evaluation School • Effective Meetings with Management School • Introduction to Becoming an MMC EIC

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o Review and update training content periodically to reflect regulatory changes and emerging issues. o Provide real-world examples to use during content delivery. Instructor • Primary Focus: Technical knowledge delivery and participant comprehension. • Key Responsibilities: o Coordinate with facilitators to integrate technical instruction into the overall learning plan. o Deliver technical training sessions or segments based on area of expertise. o Provide real-world examples and answer learner questions. o Reinforce learning objectives through applied exercises or case studies. o Provide feedback to learners and content developers based on content effectiveness and learner knowledge. Facilitator • Primary Focus: Learning engagement and participant experience. • Key Responsibilities: o Collaborate with SMEs to bridge gaps between technical content and learner comprehension. o Manage the learning environment and ensure training runs smoothly. o Leverage adult learning principles and techniques to optimize learner engagement. o Guide group discussions and learning activities. o Encourage participation, manage time, and maintain learner focus. o Provide feedback to learners and content developers based on learner engagement and transfer of knowledge. CSBS Staff • Primary Focus: Managing the development, delivery, and evaluation phases of training programs. • Key Responsibilities: o Coordinate scheduling, registration, and communication with participants. o Secure training locations, equipment, and technology needs. o Design, prepare, and distribute training materials and supplies. o Provide on-site and virtual logistical support. o Maintain training records and assist with post-training follow-up with participants. o Collect evaluation data and participant feedback to inform future sessions.

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o Conduct periodic needs assessments and due diligence to ensure training needs are met. o Provide coaching and resources to content deliverers and facilitators.

Time Commitment The approximate time commitment for a SME – Content Developer will be:

• New training content development: varies; includes bi-weekly or monthly meetings with content development team and CSBS Staff, as well as additional time dedicated to content development and review. • Updating existing training content: varies; typically occurs during the annual instructor training workshop (3 to 4.5 days including travel). The approximate time commitment for an Instructor or Facilitator will be: • Pre-Course: varies; includes time to develop necessary content and to prepare for leading assigned sessions. • Course: typically, virtual courses are held Tuesday, Wednesday, and Thursday afternoons for two consecutive weeks. In-person courses are held over 4.5 days with travel to location on Sunday and travel home on Friday after the course adjourns. • Post-course: varies; includes time for post-course wrap-up, post-course communication, etc. • Approximate time away from work*: nine days o At least one teaching opportunity at a 4.5-day in-person school or 6 afternoons when held virtually o Annual instructor training workshop (3 to 4.5 days including travel) *Time away from work and teaching opportunities are based on your availability as well as CSBS training school needs and demands. Typically includes at least one four-and-a-half-day school (in-person) or six afternoon sessions (virtually) and one annual instructor training workshop, as scheduled. Onboarding Procedures 1. Once an application is submitted, the applicant will receive an email from CSBS staff to schedule a 30-minute introductory meeting to discuss the application. 2. After the introductory meeting, the applicant will receive a welcome email from CSBS staff that includes the following: i. CSBS Examiner Training Manual ii. New Contributor Onboarding Checklist (Appendix A) iii. Access to training program materials via Box

iv. Information about upcoming meetings and calendar invites v. Instructions for setting up their speaker profile in Cvent. vi. Examiner Training Facilitator Rubric (Appendix B)

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3. The applicant will then be asked to review the training materials and observe the next session of the CSBS examiner training program they are assigned to or a similar CSBS examiner training program, if necessary. 4. After observing, CSBS Staff will schedule a follow-up call with the applicant to discuss next steps. 5. The applicant will participate as an instructor in the next session of the CSBS examiner training program they are assigned to either participate fully or in a limited capacity depending on the ability and availability of the applicant. 6. CSBS Staff will meet with the applicant to provide feedback and coaching based on the Examiner Training Facilitation Rubric (see Appendix B) as needed. 7. Once the applicant has participated as an instructor, the onboarding process is concluded. Code of Conduct CSBS is committed to providing a safe, productive, and welcoming environment for all meeting participants and CSBS staff. All participants, including, but not limited to, attendees, speakers, volunteers, exhibitors, CSBS staff members, service providers, and all others are expected to abide by this Programs Code of Conduct. This Policy applies to all CSBS meeting-related events, including those sponsored by organizations other than CSBS but held in conjunction with CSBS events, on public or private platforms. CSBS has zero-tolerance for any form of discrimination or harassment, including but not limited to sexual harassment by participants or our staff at our meetings. If you experience harassment or hear of any incidents of unacceptable behavior, CSBS asks that you email CSBS Meetings at meetings@csbs.org, so that we can take the appropriate action. Unacceptable Behavior is defined as: • Harassment, intimidation, or discrimination in any form. • Verbal abuse of any attendee, speaker, volunteer, exhibitor, CSBS staff member, service provider, or other meeting guest. • Examples of verbal abuse include, but are not limited to, verbal comments related to gender, sexual orientation, disability, physical appearance, body size, race, religion, national origin, inappropriate use of nudity and/or sexual images in public spaces or in presentations, or threatening or stalking any attendee, speaker, volunteer, exhibitor, CSBS staff member, service provider, or other meeting guest. • Disruption of presentations during sessions, in the exhibit hall, or at other events organized by CSBS throughout the virtual meeting. All participants must comply with the instructions of the moderator and any CSBS virtual event staff.

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• Presentations, postings, and messages should not contain promotional materials, special offers, job offers, product announcements, or solicitation for services. CSBS reserves the right to remove such messages and potentially ban sources of those solicitations. • Participants should not copy or take screen shots of Q&A or any chat room activity that takes place in the virtual space. CSBS reserves the right to take any action deemed necessary and appropriate, including immediate removal from the meeting without warning or refund, in response to any incident of unacceptable behavior, and CSBS reserves the right to prohibit attendance at any future meeting, virtually or in person. In addition to the CSBS Code of Conduct, all examiner training contributors should also acknowledge that they are a representative of CSBS and their own agency when they are instructing. It is important for instructors to maintain complete professionalism and be mindful of their actions while instructing. This includes avoiding discussing sensitive topics with attendees or in the presence of attendees. Examples of sensitive topics include, but are not limited to, religion, politics, and social issues. In order to submit expense reimbursements, you will need to set up a vendor account in our financial management system, Tipalti. You will be able to choose whether you want payments to be sent via check or ACH when you set up your profile. Prior to your first CSBS trip, you will receive a vendor invitation email from accounting@csbs.org with instructions on how to set-up your account. If your agency requires your reimbursement to be submitted through them, you do not need to set up a vendor account. Expense Reimbursement Form A blank Expense Reimbursement Form will be sent to you the week prior to the training. In an effort to ensure timely payments, the submittal of expenses should not exceed 14 days after returning from a trip. Any expenses not submitted timely could result in your expense reimbursement being delayed for payment. Expense Reimbursement Forms should be completed and emailed to the CSBS Staff Lead for the training. Please ensure you indicate the correct payee (yourself or your Agency) on the expense reimbursement form. Receipts for anything over $25 must also be attached to the Expense Reimbursement Policy Expense Reimbursement Account Set-up

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email as PDF documents. If you lost a receipt, please attached a screenshot of your credit card statement for the expense. Expense Reimbursement Guidelines Hotel Accommodations: • You are responsible for booking your own hotel reservation using the hotel reservation link provided by CSBS Staff. • You can either pay for your room and be reimbursed after the trip, or your room can be billed to the CSBS Master. You will be able to indicate your preference when you register for the training. o The exception to this option is the annual AWD Forum in which all hotel rooms will be billed to the CSBS Master. • Please see the chart below for eligible hotel expenses. Airfare: • You are responsible for booking your own flights at least 4 weeks prior to the training. • Flights costing more than $800 should receive prior approval from CSBS Staff. • Please see the chart below for eligible airfare expenses. Ground Transportation: • If choosing to drive to the training, instructors will be reimbursed mileage at the current IRS rate for the equivalent or less than the value of a 30-day advanced fare plane ticket. • Please see the chart below for eligible ground transportation expenses. Meals: • You will be reimbursed for meals on travel and meeting days when meals are not provided by CSBS. • If you stay additional days, meals for those days will not be covered. • Guest meals will only be covered for CSBS provided meals on meeting days for up to one guest. • Please see the chart below for eligible meal expenses.

Tips: • You will be reimbursed for tips provided during travel and meeting days. • Please see the chart below for eligible tips.

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Entertainment: • You can be reimbursed for up to $100 for entertainment expenses during the week. • Please see the chart below for eligible entertainment expenses.

Eligible & Non-Eligible Reimbursement Expenses

Type

Eligible

Non-Eligible

Hotel Accommodations

• Hotel room & taxes for the approved nights • Hotel self-parking • Hotel valet parking when self-parking is not an option • Meals at hotel restaurant for approved days when not provided by CSBS • Round-trip Economy Class Airfare • Baggage fees for one suitcase per flight • Mileage to/from the airport • Tolls • Airport parking • Airport shuttle fees • Uber/Lyft/Taxi from airport to hotel and from hotel to the airport • Meals on travel and meeting days • Guest meals on meeting days if provided by CSBS for up to one guest • Cash tips provided on travel and meeting days for housekeeping, valet, etc. • Tickets for tours, sporting events, museums, local attractions, etc. • Airline seat upgrade • Uber/Lyft/Taxis to and from entertainment events

• Hotel room & taxes for non approved nights • Mini-bar items • Non-meals at the hotel restaurant or bar • Hotel valet parking when self parking is an option • Additional baggage fees • Overweight baggage fees • Seat upgrades/priority seating • Airport lounge access • Flight change fees

Airfare

Ground Transportation

• Rental cars

Meals

• Meals when provided by CSBS • Meals on non-approved days • Guest meals on travel days or when not provided by CSBS • Additional guest meals • Cash tips provided on non approved days.

Tips

Entertainment (up to $100)

• Gambling • Shopping/Souvenirs

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• Non-meals at a bar or restaurant

Disclaimer: Any exception to this policy must be approved by CSBS staff. Training & Support For Instructors and Facilitators, CSBS will provide facilitation training and support including the following: • Annual Instructor Training Workshop • Train-the-Trainer Workshops (Virtual or In-Person) • Feedback and Coaching sessions based on the Examiner Training Facilitator Rubric (see Appendix B) • Free webinars and resources Instructor Digital Badge The CSBS Instructor Digital Badge recognizes state financial regulators who have demonstrated expertise and commitment by serving as instructors for CSBS training programs. This digital credential showcases the instructor’s contribution to enhancing the skills and competencies of state examiners nationwide. Eligibility Criteria To earn the CSBS Instructor Digital Badge, candidates must meet the following criteria: 1. Instructor Training Completion – Must have attended the annual CSBS Instructor Training Workshop at least once in the past three (3) years. Equivalent instructor development courses may be considered on a case-by-case basis. 2. Active Instruction – Must have served as an instructor for at least one CSBS examiner education program within the past 18 months. Badge Maintenance Requirements Badge renewal will be evaluated after a 3-year period. To maintain the CSBS Instructor Digital Badge, badge holders must fulfill the following requirements: 1. Ongoing Training – Attend the annual CSBS Instructor Training Workshop at least once every three (3) years or complete an equivalent instructor development course approved by CSBS. 2. Continued Instruction – Serve as a speaker or instructor for at least two CSBS examiner education program over the 3-year period. 3. Instructor/Speaker Evaluation – Maintain an average instructor/speaker survey rating of 4.0 or higher (on a 5-point scale) based on student/attendee feedback from CSBS examiner education programs and conferences.

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Recognition and Benefits CSBS values the contributions of its instructors and provides the following recognition benefits: • Digital Badge for Professional Visibility – Qualified instructors will receive a digital badge that can be displayed on social media profiles, LinkedIn, and email signatures. • Instructor Community – Be part of a dedicated CSBS Instructor Community, providing opportunities for networking, knowledge sharing, and professional development. • Recognition in CSBS Communications – CSBS may highlight instructors in newsletters, events, or other platforms to acknowledge their contributions. Additional Considerations • Code of Conduct – Instructors must adhere to CSBS’s instructor code of conduct and professional expectations. • Content Expertise – Instructors must demonstrate continued expertise in their subject matter and stay updated on the latest regulatory developments and related examination processes. Instructors are encouraged to maintain a certification in the relevant field. (Note that hours of instruction and content development may also be used toward CSBS Certification continuing education requirements). • Waivers and Exceptions – In cases of extenuating circumstances (such as temporary leave or scheduling conflicts), CSBS staff may review and grant temporary exceptions on a case-by-case basis.

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Appendixes

Appendix A: New Instructor Onboarding Checklist

Application Done Task

Date Completed

☐ ☐ ☐ ☐

Review and complete the Instructor Application

Receive approval and signature from Supervisor

Receive approval and signature from Deputy/Commissioner

Attend 30-minute introductory call with CSBS Staff

Review the following documents: i.

CSBS Examiner Training Manual

☐

iv.

Information about upcoming meetings and calendar invites Instructions for setting up their speaker profile in Cvent.

v.

vi.

Examiner Training Facilitator Rubric

☐ ☐

Confirm access to training materials in Box

Accept calendar invitations to instructor check-in calls and trainings

Observation Done Task

Date Completed

☐ ☐ ☐

Attend instructor check-in calls

Observe either an in-person or virtual school

Attend a follow-up call with CSBS Staff

Instruction Done

Task

Date Completed

☐ ☐

Review all training materials and instructor notes in Box

Familiarize yourself with any exercises or case study materials

☐ Use the Examiner Training Facilitation Rubric to practice your presentations ☐ Instruct at least two areas of the examiner training

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Feedback Done

Task

Date Completed

☐ Complete a self-assessment using the Examiner Training Facilitation Model ☐ Attend a follow-up call with CSBS Staff to discuss feedback ☐ Schedule follow-up coaching sessions as needed

Notes: •

•

•

• •

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Appendix B: Examiner Training Facilitation Rubric

Competency

1 - Developing Facilitator

2 - Proficient Facilitator

3 - Master Facilitator

Score

Preparation

Content Familiarity

Has limited familiarity with the presentation slides and activities and continually refers to

Has read and reflected on all presentations, activities, and instructor notes prior to the training. Can discuss key points fluently, only occasionally referring to the instructor notes. Appears comfortable in front of the learners, and limits body language “ticks” such as fidgeting or pacing. Facilitation Creates an environment in which all learners feel welcome. Encourages participation through clear activity instructions while monitoring participation levels in individual, small and large group activities as appropriate. Uses own familiarity of the content and real world experience to guide all content, activities, and discussion. Uses training materials as a guide and reference tool to transition between content delivery and activities. Asks debrief questions as written.

Has mastery over the presentation slides and all activities. Considers strategies for stimulating even deeper group discussion, beyond what is written in the instructor notes. Appears poised and confident, with every move, action, and element of body language in front of the learners having intention and purpose. Intentionally works to create and maintain a safe learning environment throughout the session, consistently acknowledging learners’ effort and, when necessary, redirecting disruptive participants. Uses participant experiences and needs to guide all content, activities and discussion.

instructor notes throughout the facilitation.

Confidence

Makes an effort to project confidence while delivering content and navigating activities, but may rely on the other instructors/facilitators and program manager to provide guidance. Occasionally encourages participation in all activities and to ask questions when there is a lack of clarity or confusion. Relies primarily on the instructor notes to guide all content, activities, and discussion. Can monopolize “airtime” for speaking, providing limited (or no) opportunities for transitioning between topics.

Learning Environment

Guidance

Transitions

Transitions fluidly between delivering content, giving clear

instructions for activities, monitoring activities, and asking questions to check

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for understanding and debrief. Uses stories, analogies and metaphors that are well-thought out and tightly crafted to make concepts more real for the learners.

Story-Telling

Occasionally offers stories, analogies, or metaphors to clarify key concepts. Adds stories that reiterate a lesson already shared. The stories, analogies, and metaphors may lack structure, meander, or run long and/or not resonate with learners. Rarely or occasionally provides opportunities for participants to share their experiences.

Appropriately uses stories, analogies, and metaphors to illustrate key concepts that resonate with most learners.

Learner Participation

Allows participants opportunities to share their own exam experiences and stories, particularly when time permits.

Consistently offers opportunities for participants to share their experience and prior concepts. Crafts open ended questions that allow key points to be revealed through analysis or experience of the participants. Prepares a list of anticipated questions ahead of the training. Can answer mostly all participant questions about the topic with confidence and accuracy with minimal need to follow-up. Offers specific, honest, and candid feedback that builds upon learners’ strengths and identifies areas for improvement. Encourages open discussion of participant responses. knowledge when introducing new

Answering Questions

Can answer some participant questions about the topic with confidence and accuracy and is willing to say: “Let me look into it and I will get back to you” when asked a question that they are unable to answer. Asks participants to hold comments and questions until the end and opens the floor for discussion, time permitting. Does not acknowledge or provide feedback on participant responses.

Can answer most participant questions about the topic with confidence and utilizes a parking lot to follow-up on unanswered questions.

Providing Feedback

Acknowledges participant contributions and provides relevant and specific feedback.

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Debriefing

Gets through all materials and content, and when possible, makes a connection between lessons and real-world application. Provides time for debriefs for small group activities but does not build on what is shared.

Debriefs and/or summarizes each section, making real-world connections before moving on. Connects debriefs from small group activities to the key points of the content topic.

Manages time to ensure there is adequate opportunity to debrief each activity or piece of content and discuss how activities and content will transfer to application on the job. Leverages debriefs from small group activities to facilitate a larger discussion between participants. Finds appropriate ways to demonstrate “ownership” of the topic and concepts being taught by sharing personal anecdotes to make the learning more concrete. Easily adapts the content to address the needs of the learners. Adeptly balances the task of delivering instruction according to the agenda and timeline with the need of spending more time in certain areas or the possibility to spend less time in other areas based upon the needs of the learners. Overall Facilitator Score

Flexibility

Adapting to Learner Needs

Uses instructor notes and/or the PowerPoint slides as a script to present content and key concepts.

Generally embraces lessons as written while also providing appropriate commentary to highlight key concepts and addressing learner questions, concerns and confusions. Able to generally stick to the agenda while also allowing for discussion, questions, and activities with minimal need to rush or exclude later sections and activities.

Time Management

Occasionally is able to stick to the agenda, but needs to limit discussion or activities. If allowing time for discussion and questions, there is a need to rush through or skip other sections altogether.

Score Key:

Developing Facilitator Proficient Facilitator

12-17 18-29 30-36

Master Facilitator

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