Franchisee Training Program — Assessment Format Specification

Prepared by: Will Frank Date: 2026-05-19 Status: v0.1 — pending Jim Frank sign-off and final terminology review with counsel

This document specifies the assessment design for the rebuilt Franchisee Training Program. It resolves the open question logged in 01_Outline.md §“What this outline does NOT decide” item 4 and supplies the Item 11 “successful completion” disclosure language counsel needs.

The Module Template already establishes the per-module assessment structure (knowledge check + application demonstration). This document confirms that structure, adds the cross-module capstone assessment, defines failure handling, and specifies the Item 11 disclosure language.

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1. Three-layer assessment structure

Successful completion of the Franchisee Training Program requires passing all three layers:

Layer	Per module / Total	Format	Pass criteria	When
A. Pre-session knowledge check	One per module (15 total)	5–10 closed-form questions, submitted online via the Partner Portal before the classroom session	70% minimum; no retake	Gates classroom attendance for the corresponding module
B. Module knowledge check	One per module (15 total)	8–12 questions, closed-form or short-answer, drawn from the module’s “Concepts and frameworks” and “Operating standards” sections	80% minimum; one retake permitted; second failure triggers FBC review (Section 4 below)	At the end of each classroom session
C. Application demonstration	One per module (15 total) + one capstone scenario	Scored against a written rubric; classroom-delivered for 13 modules, on-site at a HiON EV Facility for M04 and M10	Pass / Conditional Pass / Fail per the rubric; one retake permitted; second failure triggers FBC review	At the end of each classroom or OJT session for per-module; at the end of Phase D for the capstone

“Successfully complete the Franchisee Training Program” = pass every layer A check, every layer B check, every layer C per-module demonstration, and the capstone scenario.

2. Per-module assessment (already implemented in module drafts)

Layer A — Pre-session knowledge check

The trainee completes the corresponding pre-work module on the Partner Portal before the classroom session. The pre-session check confirms the pre-work was actually done.

• Format: 5–10 closed-form questions drawn from the pre-work reading.
• Submitted: online via Partner Portal, before the classroom session start.
• Pass: 70%. Below 70% bars the trainee from the classroom session (rescheduling per Manual §8.3).
• Retake: none for layer A. The trainee re-completes the pre-work and resubmits.

Layer B — Module knowledge check

At the end of each classroom session, the trainee completes an 8–12 question check covering the module’s substantive content.

• Format: closed-form (multiple choice, true/false, identify the [MANDATORY] standard) and short-answer items.
• Each item maps to at least one learning objective from the module’s Section 3.
• Pass: 80%. One retake permitted within 5 Business Days. Second failure triggers FBC review.
• Items live in modules/M[NN]-assessments/M[NN]-knowledge-check.md (to be created alongside module finalization).

Layer C — Application demonstration (per module)

Scenario-driven exercise scored against a rubric. Tests applied judgment, not recall.

• 13 modules: tabletop or table-with-document exercise delivered in the classroom. The trainee works the scenario in real time; the facilitator observes and scores.
• M04 (Site Acquisition) and M10 (Site-Area Maintenance): scored on-site at the designated HiON EV Facility. M04’s demonstration is a Site Walk capture; M10’s is an inspection-log walkthrough plus a fault-escalation exercise.
• Pass criteria use the universal application-demonstration rubric in Section 3 below.
• One retake permitted; second failure triggers FBC review.

3. Universal application-demonstration rubric

Every application demonstration — per-module and capstone — is scored against the same four-criterion rubric. Each criterion is independently rated: Pass / Conditional Pass / Fail.

Criterion	Pass	Conditional Pass	Fail
1. Action. Did the trainee identify the right action(s) in the right order?	All required actions identified in correct sequence	All required actions identified; sequence error on non-safety-critical steps	One or more required actions missed, or sequence error on safety- or compliance-critical steps
2. Responsible role. Did the trainee correctly identify who does what (HiON / Franchisee / Site Host / Driver / Contractor)?	All role attributions correct	Minor role attribution error not affecting outcome	Misattributed a [MANDATORY] obligation to the wrong party (e.g., Franchisee action attributed to HiON)
3. Cited basis. Did the trainee reference the Manual section, FA clause, or Job Aid that grounds the action?	Citations specific (§ number or named Job Aid)	Substantive reasoning correct but citations vague or generalized	No basis cited and reasoning not anchored to the Manual / FA / Job Aids
4. Communication. Did the trainee say the right thing to the right party (driver, Site Host, Marketing Lead, counsel, audit team, HiON FBC)?	Tone and content match Voice Playbook + module’s communication standards	Content correct, tone slightly off	Content factually wrong or tone violates Voice Playbook Never list

Aggregate scoring:

• Pass: all four criteria at Pass. Module demonstration complete.
• Conditional Pass: three criteria at Pass and one at Conditional Pass. Trainee receives written facilitator feedback and the demonstration is marked complete.
• Fail: any criterion at Fail, or two or more at Conditional Pass. Trainee retakes; second failure triggers FBC review.

Citation of Manual section numbers is preferred but not required for Pass on criterion 3 as long as substantive reasoning is anchored. Citation IS required for criterion 3 Pass when the demonstration tests Manual-defined procedures (M02 governance, M04 site authorization, M07 commissioning, M13 reporting, M14 incident response, M15 lifecycle events).

4. FBC review — process for second failures

A “second failure” is the trainee’s second attempt at a layer B knowledge check or a layer C application demonstration resulting in Fail. The Franchise Business Consultant assigned to the trainee’s Franchise opens an FBC review within 5 Business Days. Outcomes:

1. Targeted remediation + third attempt. Trainee completes specified additional pre-work, observes a session block from a future cohort, or works one-on-one with the relevant SME. Third attempt scheduled within 15 Business Days. Pass on the third attempt clears the FBC review.
2. Full module re-attendance. Trainee re-attends the full classroom session at the next cohort offering. Third attempt taken at that cohort.
3. Withhold opening approval. HiON withholds the Manual §8.3 “successful completion” certification for that trainee. The Franchisee may not open the HiON EV Franchise to the public until the trainee passes or, where the FA permits, until a substitute trainee completes the program (e.g., a replacement Designated Business Manager under Manual §8.1).

The FBC selects the outcome based on the failure pattern. Third failure on any single module is grounds for outcome 3.

This process is documented in the trainee’s training record on the Partner Portal and forms part of the franchise file.

5. Capstone scenario assessment

A single integrated scenario delivered at the end of Phase D (after M14, before M15). Tests integrated operator judgment across the operating surface.

5.1 Format

90-minute live exercise, delivered in the classroom (or on the Partner Portal for remote cohorts under Manual §8.3 alternate format provisions). The facilitator runs an evolving day-in-the-life scenario in four phases, each lasting approximately 20 minutes with 10 minutes for written response and discussion.

The trainee plays the Designated Business Manager. Each phase introduces new information; the trainee must integrate it with what came before.

5.2 Scenario phases (template — facilitator adapts specifics)

Phase 1 — Pre-shift (M09, M10, M14): Monday 6:30 am. Overnight, the Operations Lead opened a SEV 2 ticket for a damaged cable on Post 3 and a SEV 4 ticket for trash overflow at the bay. The Marketing/Local Growth Lead is out sick. The DBM’s morning calendar includes a 9 am scheduled FBC touchpoint and a 10 am call with the Site Host about ongoing parking conflicts.

Trainee must: triage the open tickets against §3.2 response targets, prioritize the day, decide what the Site Host call covers and what it doesn’t, decide what the FBC touchpoint covers and what it doesn’t, and identify any compliance or safety actions that override the schedule.

Phase 2 — Mid-day (M11, M12): 11:45 am. A driver disputes a $94 charge with the DBM in person, copying their Tesla-app receipt and demanding “my money back.” A Tesla mobile application notification simultaneously alerts of intermittent connection failures at Post 5. A regional vendor (the snow-removal contractor) has just arrived unannounced to pitch a contract for next winter; he says HiON’s regional ops contact “told him to drop by.”

Trainee must: respond to the driver per the Voice Playbook and §10 customer-experience standards (escalate-never-resolve), classify the Tesla-app notification severity and open the right ticket, and handle the vendor per §8.5 contractor and §14 vendor standards (politely refuse off-cycle vendor pitches; reaffirm Partner Portal preferred-vendor sourcing).

Phase 3 — Afternoon (M13, M14): 2:15 pm. The monthly financial close is due Friday and the trainee notices the kWh reconciliation between HiON’s settlement statement and the Franchisee’s bank deposits is off by 6.2% — material. Separately, a Compliance Lead from HiON has just emailed: an annual insurance certificate audit is due in 7 calendar days and the General Liability certificate on file shows HiON as additional insured but the Excess Liability does not.

Trainee must: classify the settlement variance, identify the §13.4 / FA §5 disputed-payment procedure, open the right ticket type, and handle the insurance certificate gap per §13 and Manual §8.5 contractor-insurance standards. Identify which actions are time-critical (the 7-day window) and sequence accordingly.

Phase 4 — End of day + plan-ahead (M15, M03, M08): 4:50 pm. A Notice of Intent has just been received: a neighbor has filed for a competing EV charging station 0.4 miles down the highway. The Franchisee’s Marketing Lead has returned from sick leave and proposes a “limited-time launch promotion” with discount messaging “to beat them to the punch.” The Site Host, having heard about the neighbor, calls and asks whether HiON will increase the Site Host fee to “stay competitive.”

Trainee must: identify what the FA Search Area / Development Territory protection actually permits (no exclusivity per §4.1), reject the discount-messaging proposal per §10 voice + §11 marketing standards, decline the Site Host fee renegotiation, and identify the lifecycle implications (this is not yet a §16 lifecycle event but flags for the FBC touchpoint).

5.3 Capstone scoring

Same four-criterion rubric as per-module application demonstrations (Section 3 above), applied across all four phases. The capstone uses a 16-cell scorecard (4 criteria × 4 phases).

• Pass: at least 13 of 16 cells at Pass; no cells at Fail on safety-critical or compliance-critical actions (specifically: the SEV 2 cable damage in Phase 1, the insurance certificate gap in Phase 3, the rejection of unauthorized discount messaging in Phase 4).
• Conditional Pass: 11–12 of 16 at Pass with no Fail on critical actions. Facilitator-led debrief; capstone marked complete.
• Fail: fewer than 11 at Pass, or any Fail on a critical action. Trainee retakes the capstone at the next cohort offering or in a 1-on-1 session with the assigned FBC within 15 Business Days.

Second capstone failure triggers FBC review per Section 4 above.

6. Item 11 disclosure language — counsel input

The following is draft language counsel can use, edit, or replace in the FDD Item 11 “Successful Completion” disclosure:

A trainee successfully completes the Franchisee Training Program by: (a) completing every pre-session reading and submitting the corresponding pre-session knowledge check at 70% or above before each classroom session; (b) passing the module knowledge check at 80% or above for each of the 15 modules, with one retake permitted per module and a Franchise Business Consultant review of any second failure; (c) passing the module application demonstration for each of the 15 modules, scored against the Franchisor’s published rubric, with one retake permitted per module and a Franchise Business Consultant review of any second failure; and (d) passing the end-of-program capstone scenario assessment, scored against the same rubric, with one retake permitted and a Franchise Business Consultant review of any second failure.

The Franchisor publishes the specific knowledge-check items, application-demonstration scenarios, and capstone scenario on the Partner Portal as part of the Training Program publication. The Franchisor reserves the right to update assessment content from time to time consistent with updates to the Operations Manual.

7. Training record on the Partner Portal

Per Operations Manual §8.4, the Franchisee maintains training-completion records. The Partner Portal training log records, for each trainee:

• Each layer A submission (date, score)
• Each layer B knowledge check (date, score, retake status)
• Each layer C application demonstration (date, four-criterion rubric scores, retake status, facilitator name)
• Capstone scorecard (date, 16-cell results, facilitator name)
• Any FBC reviews (date opened, outcome selected, third-attempt result if applicable)
• “Successfully completed Franchisee Training Program” certification date (set by the Franchisor once all gates pass)

This record is the §8.4 first-audit artifact and the documentary basis for the §8.3 “successful completion” precondition to opening.

8. What this assessment design does NOT yet specify

These items remain open and need resolution before the assessment program is fully operational:

1. The 15 module assessment files themselves. Section 7 of each module describes the assessment in prose. Concrete item banks (the actual 8–12 knowledge check questions, the actual application demonstration scenarios with their scoring keys) need to be drafted per module. Estimated work: 1–2 days per module for someone who has read the module deeply. Recommended owner: Will Frank, in sequence after this document is signed off.
2. The capstone scoring scorecard template. Section 5.3 specifies the structure; the actual one-page scorecard with cell descriptors and pass thresholds needs to be drafted.
3. The FBC review form. Section 4 specifies the process; the actual case-review form (case summary, failure pattern, outcome selected, third-attempt result, sign-off) needs to be drafted.
4. Partner Portal training log specification. Section 7 lists the data fields; the actual Portal screen and CSV export format are a Partner Portal product decision.
5. Facilitator certification for application demonstrations. Who is qualified to score application demonstrations? Per the Item 11 input document, the Training Staff disclosure for Item 11 is open. The same disclosure resolves who can facilitate.