Assessment Support Assistant Shift Leader - London, Canada - Western University

Western University

Verified Company

London, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Western:

About Us:

The Office of the Registrar is dedicated to helping our students achieve their academic goals by providing to the Western community an array of integrated student related services in a confidential and professional environment.

Responsibilities:

Examination Services within the Office of the Registrar provides student support for in-person and remote assessments (tests, quizzes, and exams), including accommodated assessments for students with disabilities.

This includes online support for students taking remotely proctored assessments and in-person support for accommodated students who require special testing arrangements.

The Exams Assistant also works with faculty and students to prepare and deliver remotely proctored assessments through an inbound client service platform.

The Exam Assistant role is supervised by and reports to the Proctor Coordinator and Remote Proctoring Coordinator.

Shift leaders are a pivotal role in ensuring the smooth delivery of Assessments both in-person and remote.

Shift leaders will be expected to demonstrate leadership and coordination skills; assign daily tasks; follow-up to ensure tasks have been completed; and liaise with management.

The shift leader will support and engage with the staff on shift to ensure proper procedure is being followed, act as a front-line escalation for student, staff or faculty support, trouble shoot issues and follow-up with staff and escalate issues that require more attention.

Professionally support and monitor inperson accommodated assessments
Provide remote support for online assessments universitywide
Perform a range of administrative tasks and assessment support in accordance with policies, procedures, and regulations, including backup support for other administrative roles
Act as the first pointofcontact for troubleshooting students' issues accessing their online exams
Responsible for monitoring online chat activity for student issues through online chat portal (Salesforce) during scheduled assessments
Troubleshoot & test remote proctoring software(s), OWL/Proctortrack and other online exam programs (ex. Mobius, Gradescope) in a timesensitive manner
Responsible for contacting individual faculty when necessary
Assist with deescalating stressful situations and providing guidance for error resolution, including contacting instructors to verify assessment set up
Resolve inquiries related to examination irregularities in accordance with university policies and procedures.
Check student attendance and administer assessments based on individual accommodations
Supervise students with disabilities in one of the Office of the Registrar's key oncampus assessment writing locations, including King's University College
Prepare assessments depending on individual student needs, manage multiple student stopclock breaks and timekeeping issues, and be accountable for generating reports for any incidents
Setup assessments that require software such as Microsoft Office Suite, Kurzweil, ZoomText, Dragon Naturally Speaking, JAWS
Ensure that students take only permitted articles, instruments, aids, and materials into the examination room
Give clear instructions to students about the conduct of and agreed upon accommodations for each assessment
Scribe or read aloud for students with disabilities as directed
Perform other assessment duties as required
During the summer months, assist with other administrative tasks in other units on campus as necessary
Adhere to university and provincial confidentiality policies
Will be expected to work both inperson and remotely, with regularly scheduled inperson team meetings

Qualifications

Education:

Completion of Post-Secondary Degree or Diploma

Experience:

2 year of experience providing customer service
Experience leading a team

Skills, Abilities & Expertise:

Detailoriented with an ability to function and process information with high levels of accuracy
Ability to employ a systematic and efficient approach to work
Ability to confront issues or situations in an objective manner
Strong verbal communication skills
Strong written communiation and chat skills
Ability to work in a manner that models best practices in confidentiality standards
Ability to maintain a positive, outgoing attitude with genuine customer service orientation
Ability to remain calm in stressful and highly emotional situatins
Computer skills with the ability to learn and use software programs
Availability to work evenings, weekends, and irregular hours
Must have broad availability during peak periods (midterm and final exam periods) eg hours a week.
Mandatory one hour training prior to December and April exam periods (will be notified of date with at least 30 days' notice)

Why Western?:

Consideration of applicants will include an assessment of previous performance, experience, and qualifications.