Delivery Support Officer - #227604

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

• 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.

• 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.

• 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

• Arranges for qualified OLFM substitutes and processes OLFM appointment forms. Connects OLFM to learning Management systems and posts announcements.

• 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.

• 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

• 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.

• Coordinates OL Directed Studies with Program Coordinator, Advisors, Enrollment Services, RO-Systems and OLFMs. Corresponds with Student to confirm registration and provides welcome letter.

• Coordinates Student Informal Exam Reviews between OLFMs and Student.

• Academic Appeals: Reviews student circumstances and makes recommendations to students

• Clarifies and applies existing policies and suggests new policies and procedures that will increase the efficiency and integrity of TRU-OL.

• 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