Accommodated Exams Lead

at  Western University

ABOUT WESTERN

Western University delivers an academic experience second to none. Western challenges the best and brightest faculty, staff and students to commit to the highest global standards. Our research excellence expands knowledge and drives discovery with real-world application. Western attracts individuals with a broad worldview, seeking to study, influence and lead in the international community. Since 1878, The Western Experience has combined academic excellence with life-long opportunities for intellectual, social and cultural growth in order to better serve our communities.

ABOUT US

The Office of the Registrar is dedicated to helping our students achieve their academic goals by providing tothe Western community an array of integrated student related services in a confidential and professionalenvironment. This includes providing exceptional service to current students as well as prospective studentsfrom the initial point of interest in undergraduate programs at Western, through the information gathering,application, and admission processes.
Examination Services within the Office of the Registrar provides student support for in-person assessments(tests, quizzes, and exams) including accommodated assessments for students with disabilities. This includesin-person support for accommodated students who require special testing arrangements.

Education:

• Post-Secondary Degree or Community College Diplom

Experience:

• 1 year of experience providing customer service and leading a tea

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 hours
• Knowledge of general office procedures
• Personable and courteous in working relationships with colleagues, students and the publi

The Accommodated Exams Lead will play a pivotal role in ensuring the smooth delivery of assessments, both in-person and remotely, in accordance with policies and procedures. The incumbent 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
• Supporting instructors and students through MS Teams and emails outside of scheduled exams
• 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 hours
• Knowledge of general office procedures
• Personable and courteous in working relationships with colleagues, students and the public