Accommodated Exams Lead

**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**: The Leadership & Learning Pillar within Student Experience consists of eight teams that support students throughout their studies - from orientation and transition programming to academic success initiatives, as well as experiential learning and future career planning. Along with our colleagues in Wellness & Well-being and Sports & Recreation, we help to create an environment where all Western students belong, learn, and thrive. We work collaboratively with Faculties and support units across campus and appreciate this opportunity to reflect back to you the outcomes of our shared endeavours. From our central position, we add value in a few critical ways, including: - Developing tools and resources that support undergraduate and graduate students, faculty, and staff - Identifying opportunities to align or standardize practices - Facilitating programming that compliments and uplifts other work on campus - Collecting data that tells a compelling story about the Western student experience The Accommodated Exams team provides student support for in-person assessments(tests, quizzes, and exams) including accommodated assessments for students with disabilities. **Responsibilities**: **Position Summary**: The Accommodated Exams Lead plays a pivotal role in the successful in-person delivery of assessments for students requiring accommodations, in accordance with University policies and procedures. This role combines administrative coordination, frontline problem-solving, leadership during shifts, and direct support to proctors, students, and faculty. The Lead will act as the first point of contact for troubleshooting during assessments, de-escalate situations as needed, maintain exam integrity, and ensure smooth daily operations across multiple locations, including King’s University College. **Responsibilities**: **Assessment Delivery and Student Support**: - Monitor and troubleshoot student concerns via online chat portals during scheduled assessments. - Verify assessment setup with instructors as needed and resolve irregularities following university procedures. - Ensure students receive the appropriate accommodations, including managing stop-clock breaks, alternate formats, scribing, and reading services. - Check student attendance and provide instructions regarding conduct and accommodations. **Shift Coordination**: - Act as the first point of contact for proctors, students, and staff during assessment shifts. - Model professionalism and guide proctors in maintaining appropriate conduct. - Provide training and mentorship to new and existing proctors. - De-escalate conflicts or stressful incidents in a calm and professional manner. - Proactively communicate updates from the team lead and escalate complex issues as required. - Monitor activities and ensure the environment remains in accordance with assessment standards. **Operations and Technical Readiness**: - Ensure all computers are correctly configured and ready, including software like Microsoft Office, Kurzweil, ZoomText, Dragon, and JAWS. - Regularly clean and maintain computer stations by removing outdated files and ensuring login readiness. - Promptly report IT or facility issues and generate service tickets. - Keep documentation such as manuals, change logs, and procedures current. **Centre Management**: - Maintain a clean, organized, and well-stocked exam environment. - Ensure permitted aids and materials only are used in exam rooms. - Coordinate setup of temporary exam spaces including logistics such as bins, laptops, and seating arrangements. **Administrative Support**: - Assist with exam packaging and delivery logistics as needed. - Provide back-up administrative support outside of direct assessment duties. - Attend and contribute to in-person team meetings. **Peak Period Management**: - Monitor exam volumes across sites and allocate float staff accordingly. - Reassign proctors based on volume and skill, in consultation with the Team Lead. - Initiate and manage communication plans across Teams for efficient shift coordination. - Adjust schedules or roles in response to changing needs and peak demands. **Qualifications**: **Education**: - Post-Secondary Degree or Community College Diploma required. **Experience**: - Minimum 1 year of experience in customer service and team leadership. - Experience in post-secondary or exam-related environments considered an asset. **Skills, Abilities, a