Assessment Support Assistant Shift Leader

**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 in-person accommodated assessments
- Provide remote support for online assessments university-wide
- Perform a range of administrative tasks and assessment support in accordance with policies, procedures, and regulations, including back-up support for other administrative roles
- Act as the first point-of-contact 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 time-sensitive manner
- Responsible for contacting individual faculty when necessary
- Assist with de-escalating 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 on-campus assessment writing locations, including King’s University College
- Prepare assessments depending on individual student needs, manage multiple student stop-clock 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 in-person and remotely, with regularly scheduled in-person 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**:

- 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 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. 30-35 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.