Courses

Creating Levels of Service & Standard Operating Procedures

Strengthen your municipality’s risk management and service delivery with this practical course on developing and documenting effective Levels of Service and Standard Operating Procedures.

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Choose a date below to start your registration.

October 20, 2026
Cost:
$670.00
Duration:
One day

What You’ll Learn

  • Recognize how risk management, recordkeeping, and asset management shape LOS and SOP 
  • Interpret the role of LOS and SOP in municipal operations and liability mitigation 
  • Develop sustainable, validated LOS and SOP documents tailored to your municipality 
  • Balance risk analysis, service priorities, and best practices in roadway maintenance 
  • Engage in peer discussion and apply learning through a practical assignment and exam 

Course Description

This course is designed to help municipal professionals create and maintain accurate, actionable documentation that supports roadway maintenance standards and mitigates risk. Participants will explore the strategic importance of Levels of Service (LOS) and Standard Operating Procedures (SOP), learning how to develop, validate, and implement these tools within their organizations. 

Through open discussion, hands-on assignments, and a final exam, participants will leave with a deeper understanding of how LOS and SOP documents protect municipalities and improve service delivery. 

Course Details

  • Public works supervisors 
  • Risk and asset management professionals 
  • Road operations managers 
  • Technicians and technologists 
  • Influence of Risk Management, Recordkeeping, and Asset Management on LOS and SOP 
  • Role of LOS and SOP in Municipal Operations 
  • Developing Practicable LOS and SOP 
  • Process for Creating LOS and SOP Documents 
  • Producing Sustainable, Validated LOS and SOP 
  • Open Forum Discussion on Challenges and Successes 
  • Basic knowledge of municipal risk mitigation 
  • Familiarity with road maintenance equipment and road classifications/priorities 
  • Submission of a brief LOS or SOP example paper 
  • Completion of a final exam 
  • Exam: 75% of total grade 
  • Paper: 25% of total grade 
  • Passing Grade: 65% overall 

Participants who attend all virtual lessons will receive a certificate of completion.  

Professional development credits may be available through OACETT, PEO PEAK, etc. Please contact them for details. 

Warren Nicholishen – Warren brings 34 years of experience in maintenance operations and road design. His educational background is in Civil Technology and Land Surveying. His areas of expertise include road maintenance programs from winter to sewer maintenance infrastructure. He is one of the longest serving Snow School instructor’s and served on the Ontario Road Salt Management Group as Co-Chair and Chair. Warren has worked with both large and smaller municipalities, beginning as a technologist. He’s familiar with every aspect of municipal road and maintenance operations from daily administration to managing operations staff. Warren was also one of three Canadian members to sit on the APWA (American Public Works Association) Winter Sub Committee. He’s had articles published in national trade publications and delivered numerous presentations across North America. He continues to work as a Senior Roadway Management Consultant with the private sector. 

Question:
Do I need prior experience to take this course?

Answer:

No prior experience is required unless otherwise stated in the Requirements section. 

Question:
Will I receive a certificate?

Answer:

Yes, participants who complete all course components will receive a certificate of completion.