Testing Services Assistant

6 months ago

Red Deer, Canada Red Deer Polytechnic Full time

**Please see Special Instructions for more details.**:
All employees in this position are to provide a satisfactory Check in accordance with the Polytechnic’s Criminal Record Check Policy prior to the start of their employment.

**Posting Details**:
Position Information

**Position Title**
- Testing Services Assistant - Term Certain (Two positions)**Position Summary**
- Under the direction of the Testing Services Coordinator, Testing Service Assistants (TSAs) work to provide internal and external testing effectively and efficiently by facilitating, delivering, and invigilating various types of exams on behalf of Red Deer Polytechnic Testing Services. By maintaining knowledge of RDP programs and entrance requirements, TSAs create a welcoming testing environment through quality customer service in a learner-centered environment for students, faculty, staff, and clients who utilize Testing Services.- It is essential for the incumbent to have excellent organizational skills to systematically manage many tasks, prioritize responsibilities, be very detail orientated and demonstrate strong time management. In addition, the incumbent must possess effective communication and interpersonal skills.**Position Responsibilities**

**Testing Services Support**
Registration and Booking:
- Act as a point of contact for incoming inquires to Testing Services; providing information to students, external clients, schools, and program areas related to exam scheduling, relevant booking tools, payment, and procedures.
- Maintain strong working knowledge of multiple exams booking systems for both internal and external exams, to review exam booking information, support potential changes and communicate with students/clients as needed.
- Work directly with students and clients to find suitable solutions for exam conflicts.
- Administer various types of exams and give appropriate instructions to group or individuals ensuring that everyone understands and follows directions.
- Work with faculty and internal departments to create seamless customer service.
- Contribute to continuous improvement and reviews of processes to create efficiencies for testing delivery and increasing capacity.
- Monitor students for signs of distress, anxiety, or emotional challenges, supporting them with empathy, and referring them to relevant service areas at RDP for appropriate support, training and decision making when required.
- Complete, update and accurately enter data for tracking the various exam types utilizing online and paper-based documents as required.
- Contribute to updating and revising “FAQs” and information for faculty and staff regarding booking exams and using Access+ as outlined by the Testing Services Coordinator.

Exam Preparation:
- Follow protocols when setting up exams based on exam type, student accommodations, program/ instructor requirements and external provider requirements as needed.
- For third party exam services, set up exams by submitting required vouchers and/ or information to a third-party e-proctoring service and confirming, as needed, with the student and/or Office of the Registrar.
- Communicate any issues regarding third-party services to the Testing Services Coordinator
- Ensure the outlined student/client accommodations are available by ensuring updates are made to assistive technology when needed.
- Assist with and instruct students and clients in the correct operation of computer equipment and testing software and provide initial troubleshooting for any hardware and software issues, submitting an IT ticket for more complex issues.
- Invigilation:
- Supervise tests to ensure that no unauthorized materials are used, disruptive individuals are dealt with and timelines are adhered to.
- Follow best practices when invigilating (both in-person and online) in order to support a learner-centered experience, exam integrity and security. This includes, but is not limited to: visual supervision; remote screen supervision using relevant software; frequent walks through testing labs; consistent book and required test material flip-throughs; etc.
- Maintain knowledge of testing features RDP learning management system and third-party proctoring software in order to troubleshoot testing issues.
- Investigate flags as identified by third-party proctoring software.
- Document any exam incidents (such as academic misconduct) that occur and provide evidence to the instructor and the Testing Service Coordinator.

Finalizing Exams:
- Follow protocols to collect, file and retain completed exams.
- Complete internal and external test reports per required protocols
- Return completed exams to instructors and 3rd party exam providers.
- Report completed entrance/placement assessment results to the relevant department.

**Service Desk Support to the **NOVA** Chemicals Learning Common (**NCLC**) and Testing Services**
- Provide customer service to individuals within the NCLC that have general questions and provide support unrelated t

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