Delivery Support Officer

This position supports Open Learning Faculty Members (OLFM), Open Learning Students and other Employees by facilitating and resolving issues directed to and within the Delivery Support Department. 

MAJOR DUTIES & RESPONSIBILITIES 

1. Works with students, OLFMs and staff, to independently resolve student/faculty issues where possible, which requires researching issues related to the TRUOLFA Collective Agreement and TRU-OL policies as they relate to students, OLFMs and Program Delivery.  When resolution is not possible, DSO collaborates with the Manager, Program Delivery.
2. Generates job requisitions within the HR Management system to fill vacant and new OLFM positions; checks for qualification language and recommendations from Associate Director of Program Deliver; coordinates OLFM panel interviews; conducts reference checks; creates Appointment Forms; and sends letters to unsuccessful applicants. Orients new OLFMs to administrative processes and procedures; phone installations, access to learning management systems and marking portal. Monitors and schedules OLFM probationary interviews with Director of Program Delivery and Senior OLFMs, and takes minutes.
3. Provides administrative support to OLFMs such as: issues related to OL Learning systems and marking portal access, investigating pay issues when a discrepancy occurs, working with the Program Delivery Finance Clerk; student mark issues; notifications to students related to OLFM leaves or replacements and changes in OLFM information, and processing supply orders
4. Arranges for qualified OLFM substitutes and processes OLFM appointment forms.  Connects OLFM to learning Management systems and posts announcements.
5. Coordinates:  the scheduling of paced and continuous courses; start dates, registrations and course uploads; OLFM notifications - access to courses, course material availability and student enrollment minimums; course uploads - liaises with RO-Systems, course registration numbers and course setups; OLFM allocations in Banner System; scripts to IT Services and monitors for anomalies in the learning management systems. Processes course material requirements in the inventory management system - textbooks, assignment files and appropriate educational materials - answer keys, and Open Learning Faculty course manuals and liaises with Curriculum Services. 
6. Coordinates student enrollment for all incarcerated students act as liaison between the OLFM and OL-Staff and incarcerated representatives to ensure privacy and collective agreement compliance
7. Coordinates Summer Science Labs on Campus: OLFM and room scheduling, liaises with Curriculum Services, IT Services and RO-Systems; creates student welcome letters and verifies OLFM compensation.
8. Coordinates OL Directed Studies with Program Coordinator, Advisors, Enrollment Services, RO-Systems and OLFMs. Corresponds with Student to confirm registration and provides welcome letter. 
9. Coordinates Student Informal Exam Reviews between OLFMs and Student.
10. Academic Appeals:  Reviews student circumstances and makes recommendations to students
11. Clarifies and applies existing policies and suggests new policies and procedures that will increase the efficiency and integrity of TRU-OL. 
12. Assist on special projects.

REPORTS TO

Manager, Program Delivery

EDUCATION:

• Grade 12 plus post-secondary two (2) year diploma in business administration or a related diploma

EXPERIENCE:

• Two (2) years of administrative experience including:
  • using relational databases
  • troubleshooting and solving problems with customers or contacts at a distance
  • working with a collective agreement that outlines duties and responsibilities
  • working with Learning Management Systems

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• Excellent interpersonal and written communication skills
• Excellent administrative and organizational skills
• Ability to work well under pressure and deal effectively with a variety of people
• Ability to work with at-risk students, such as those who are incarcerated
• Ability to use tact and diplomacy when dealing with Open Learning Faculty Members, Students and Staff Members
• Ability to problem-solve and exercise independent judgment
• Ability to adapt to situations when information is conflicting
• Ability to work with sensitive or confidential information in compliance with policy and collective agreements
• Attention to detail and ability to maintain accuracy
• Excellent PC computer skills including MS Word, Excel
• Working knowledge of relational databases

WORKING CONDITIONS

• Sitting at a desk and computer for long periods of time
• Contact with staff and customers
• General office conditions
• Ability to lift weights up to 10 kg