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Delaware North Companies Jason Fatouros Deb Friedel Emily Jacobs Dan Jensen Alphy Johnson Kevin Kelly Vicki Mcmichael Tony Sisto Steve Ullmann Derek Zwickey

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Delaware North Companies Jason Fatouros Deb Friedel Emily Jacobs Dan Jensen Alphy Johnson Kevin Kelly Vicki Mcmichael Tony Sisto Steve Ullmann Derek Zwickey DELAWARE NORTH STUDENT COMPANIES MANUAL PARKS AND RESORTS RESOURCE MANAGEMENT TRAINING JUNE 2012 June 2012 Stephen A. Wolter Executive Director Christy McCormick Deputy Director Eppley Institute for Parks and Public Lands 501 N. Morton Street, Suite 101 Bloomington, IN 47404 812.855.3095 The following individuals contributed to the development of this manual: Delaware North Companies Jason Fatouros Deb Friedel Emily Jacobs Dan Jensen Alphy Johnson Kevin Kelly Vicki McMichael Tony Sisto Steve Ullmann Derek Zwickey Eppley Institute for Parks and Public Lands Matthew Berry Nona Capps Zach Carnagey Jeremy Hackerd Christy McCormick Kate McCormick Wei Wang Kim Watson Mike Watson Steve Wolter Katy Wright Indiana University Charles Chancellor, PhD James Farmer, PhD Chapter One: Course Introduction .................................................................................................... 1 DNC – Parks and Resorts Resource Management Training Agenda ........................................................... 3 Course Introduction .................................................................................................................................... 5 Chapter Two: Session Materials ........................................................................................................ 7 Course Introduction .................................................................................................................................... 9 Concessions and the NPS .......................................................................................................................... 15 Introduction to Resource Stewardship in the National Park Service ....................................................... 21 Park Resources and Values ........................................................................................................... 23 What is Impairment? .................................................................................................................... 24 What Are Unaccceptable Impacts?............................................................................................... 25 Sustainable Tourism: More than Recycling .................................................................................. 27 Informal Visitor Contacts .......................................................................................................................... 31 Overview of the Types of Informal Visitor Contacts ..................................................................... 33 Introduction to NPS Customer Service ......................................................................................... 37 Communication and Leadership in Working with Parks and Public Lands Agencies ............................... 51 Leadership, Partnerships, and Public Lands ................................................................................. 53 Partnerships and the National Park Foundation .......................................................................... 61 Facility Management Practices ................................................................................................................. 79 API and FCI Overview .................................................................................................................... 89 Work and Sub-Type Definitions .................................................................................................. 103 Asset Management & Elements of Life Cycle Maintenance ....................................................... 109 The NPS Inspection Process .................................................................................................................... 111 NPS Concessioner Annual Overall Rating ................................................................................... 113 Appendixes .............................................................................................................................................. 115 DNC Resource Management Training – Student Workbook 2012 1 2012 DNC Resource Management Training – Student Workbook 2 DNC Resource Management Training – Student Workbook 2012 Pre-Class Assignments Virtual Classroom Enrollment Virtual Classroom Discussion Boards Pre-Course Webinar E-course Completion o Foundations of Interpretation o Deciding to Keep Wilderness Wild: Four Cornerstones for Wilderness Managers Tuesday, June 5, 2012 Wolter Residence Time Session Title Guests 5:30 pm Social DNC, Dr. B. McCormick, Senior Fellows, EPLY staff, RPTS faculty Wednesday, June 6, 2012 Indiana Memorial Union-Maple Room Time Session Title Guest Speakers 7:30 am – 8:00 am Continental Breakfast with RPTS Faculty 8:00 am – 8:45 am Course Introduction Wolter, Friedel, Kelly, Dr. B. McCormick, C. McCormick 8:45 am – 9:00 am Break 9:00 am – 11:30 am Concessions and the NPS Hackerd 11:30 am – 1:00 pm Lunch (on your own) and time to check in with your office 3 2012 DNC Resource Management Training – Student Workbook 1:00 pm – 5:00 pm Sustainability and Natural Resource Chancellor and Watson Protection (A break will be included) 5:00 pm – 5:15 pm Wrap-up, Quick Evaluation C. McCormick 6:30 pm Selling Local: What, How, and Why Farmer (location: Farm restaurant) Thursday, June 7, 2012 Indiana Memorial Union-Maple Room (morning) Hilton Garden Inn-Meeting Room (afternoon) Time Session Title Guest Speakers 7:30 am – 8:30 am Tour of IU Campus Hackerd 8:30 am – 9:30 am Informal Visitor Contact Capps 9:45 am – 12:00 pm Communication and Leadership in Working Wolter with Parks and Public Lands Agencies 12:00 pm – 1:30 pm Lunch (on your own)/check in with work/move to Eppley offices 1:30 pm – 3:00 pm The Facility Management Process C. McCormick 3:15 pm – 4:00 pm The NPS Inspection Process Panel Discussion 4:00 pm – 5:00 pm Close-Out, Evaluation, Focus Groups, and Wolter/C. McCormick Next Steps 4 DNC Resource Management Training – Student Workbook 2012 Goal of the DNC Resource Management Training Course As a result of the research conducted by the Eppley Institute, the following performance and/or competency gaps were identified in the DNC Parks and Resorts management workforce: A general understanding of park and public land agency mission, functions, and organization culture, and the common foundation of stewardship shared by the National Park Service and Parks and Resorts. An understanding of the history of resorts and concessions as a foundational part of National Park Service creation. A working knowledge of the laws, regulations, and policies that affect the host agency, including NPS DO 48, Superintendent Compendium, park-specific policy documents including GMP, Comprehensive Interpretive Plan, etc. An appreciation for and detailed understanding of the requirements of concessionaire evaluation processes utilized by the host agency, including the inspection requirements. Clear and concise ability to interface with host agency representatives on facility management and scheduling, as well as on cultural and natural resource protection practices specifically used by the host agency. Ability to practice appropriate and effective informal visitor contacts and interpretive foundation practices that align with Parks and Resorts guest path requirements. A thorough understanding of how meaningful partnerships and techniques become the foundation for effective team and/or work group function. A solid foundational knowledge of, and ability to apply leadership approaches related to, NPS leadership competencies in stewardship, leading change, building coalitions, and leading people. The goal of the program is to address these competency gaps, with the overall goal being: To gain better understanding of the NPS perspective (especially their culture and language) in order to improve communications between our organizations. To leverage this understanding for the mutual benefit of DNC and the NPS. 5 2012 DNC Resource Management Training – Student Workbook 6 DNC Resource Management Training – Student Workbook 2012 7 2012 DNC Resource Management Training – Student Workbook 8 DNC Resource Management Training – Student Workbook 2012 OBJECTIVES: At the end of this session, students should be able to: Articulate the agenda, logistics, and overall goals of the session. Be introduced to the faculty of the School of Health, Physical Education, and Recreation. Introduce course goals through an informal ice-breaking activity. 9 2012 DNC Resource Management Training – Student Workbook 10 DNC Resource Management Training – Student Workbook 2012 Delaware North Companies Parks and Resorts Resources Management Training: Course Evaluation Directions: Please give us your evaluation and opinions of the course and your learning experience in the course by checking the box that most closely represents your opinion. All responses are confidential and will only be used for the purpose of evaluating this training. (1) (2) (3) (4) (5) (6) (7) Session Objectives and Materials Strongly Strongly Disagree Agree I understood the learning objectives for each of the sessions. The course materials aided my understanding of the content. I found the course materials easy to navigate. Please provide comments regarding session objectives and materials. (1) (2) (3) (4) (5) (6) (7) Delivery and Facility Strongly Strongly Disagree Agree I was engaged during the learning sessions. The activities and exercises aided in my learning. I was given ample time to practice or demonstrate what I was learning. The
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