Assessment Support Assistant Shift Leader

2 weeks ago

London, Canada Western University Full time

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
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.

**Responsibilities**:
The Assessment Support Assistant Shift Leader will play a pivotal role in ensuring the smooth delivery of assessments, both in-person and remotely, in accordance with policies and procedures. The shift leader will support and engage with the staff on shift to ensure proper procedures are being followed, act as a front-line escalation point for student, staff or faculty support, troubleshoot issues, follow up with staff, and escalate issues that require more attention. The incumbent will support and monitor in-person accommodated assessments, provide university-wide remote support for online assessments, provide back-up support for other administrative tasks, and assist with de-escalating stressful situations during assessments. The incumbent will act as the first point of contact for troubleshooting students' issues accessing their online exams.

Responsibilities include but not limited to:

- Performing a range of tasks to support the assessments in accordance with University policies, procedures, and regulations
- Monitoring online chat activity for student issues through online chat portal during scheduled assessments
- Troubleshooting & testing remote proctoring software(s), OWL/Proctortrack and other online exam programs (ex.Mobius, Gradescope) in a time-sensitive manner
- Providing guidance for error resolution, including contacting instructors to verify assessment set up
- Contacting individual faculty when necessary
- Resolving inquiries related to examination irregularities following university policies and procedures
- Checking student attendance and administering assessments based on individual accommodations
- Supervising students with disabilities in one of the Office of the Registrar's key on-campus assessment writing locations, including King's University College
- Preparing assessments depending on individual student needs, managing multiple student stop-clock breaks and timekeeping issues, and being accountable for generating reports for any incidents
- Setting up assessments that require software such as Microsoft® Office Suite, Kurzweil®, ZoomText®, Dragon Naturally Speaking®, JAWS
- Ensuring that students take only permitted articles, instruments, aids, and materials into the examination room
- Giving clear instructions to students about the conduct of and agreed upon accommodations for each assessment
- Scribing or reading aloud for students with disabilities as directed
- Adhering to university and provincial confidentiality policies
- Being expected to work both in-person and remotely, with regularly scheduled in-person team meetings
- Performing other assessment duties as required

**Qualifications**:
**Education**:
- Post-Secondary Degree or Community College Diploma

**Experience**:
- 1 year of experience providing customer service and leading a team

Skills, Abilities & Expertise:
- Detail-oriented 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 written, verbal, and chat communication skills to express ideas clearly, and adapt communication style to suit the situation and audience
- 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 situations
- Computer skills with the ability to learn and use software programs
- Availability to work evenings, weekends, and irregular hoursKnowledge of general office procedures
- Personable and courteous in working relationships with colleagues, students and the public

**Why Western?**:
Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral communication skills in English.

**Western Values Diversity**:
Accommodations are available for applicants with disabilitie

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