The Support Professional, Disability Support Services (DSS) Testing Proctor, manages the testing center front desk, checks students in, answers phones, schedules appointments, supervises student employees, manages the coordination of academic tests assuring confidentiality, accessibility and test security, manages borrowed materials allowed under the Americans with Disabilities Act, researches accessibility solutions, manages student conflict, and helps to assure that the office runs smoothly. This position must interact effectively in a fast paced, high traffic environment that works with student testers, faculty, and student workers, and Disability Support Services staff.
Requisition ID:
Position Number: 00002013
Employee Group: APSS
Schedule: 20 hours/52 weeks, Must be available to work evenings to assist in covering office open from 7:00 AM to 7:00 PM, Monday through Thursday
Compensation: Level B
Benefits: Part-time
Reports to: Program Director, Disability Support Services
Posting Opens:
Posting Closes:
ESSENTIAL FUNCTIONS
- Provide in-person supportive and welcoming student experiences while demonstrating highest level of confidentiality and appropriate discretion
- Manage customer concerns through strong verbal and written communication as well as customer de-escalation techniques
- Adhere to GRCC’s testing standards while meeting ADA accommodation requirements and verifying student eligibility for services
- Understand the nature of the ADA and the importance of implementing timely accommodations
- Serve as liaison for the Disability Support Services Office, by providing information about the testing accommodations process
- Schedule, administer and monitor testing accommodations including: test reading, scribing, print enlargement, as well as set up various technologies used during test taking
- Document and communicate testing anomalies to faculty, students, and Disability Support Services advisors/counselors
- Manipulate all formats of print or electronic tests in order to convert documents to the most accessible format
- Create and maintain effective communication among students, faculty and staff regarding testing procedures and the accommodation process
- Be on call for disability testing issues
- Answer telephone, check voicemail and email daily, taking action as needed
- Manage resolution of routine student service issues using sound judgment and coordinate resolution of significant student service issues with the appropriate supervisor and staff
- Assure access to alternative textbooks by obtaining quotes, ordering from publisher or textbook supplier
- Creating alternate versions of textbooks and documents with scanning and OCR processes
- Utilize Clockwork Accommodation Software to manage testing accommodation process and inventory
- Maintain records and inventory of adaptive/assistive equipment, placing a hold on student accounts when items are not returned. Contact Financial Services to place students in collections when necessary
- Ability to troubleshoot time-sensitive situations independently and with confidence
- Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
- Performs other related duties as assigned
JOB SPECIFICATIONS
Education Credentials
Work Experience
- A minimum of three (3) years of testing or other customer service experience required, preferably in a higher education setting
- Some experience related to disability, accessibility and access related technology preferred
- Finalists must possess excellent proofreading skills and have aptitude for detailed work. A skills assessment may be required.
Skills
- Proficient computer skills in Microsoft Office (MS Word, Excel, Access, PowerPoint) required, recommended PeopleSoft, Gmail Suite, SARS, Image Now, or accommodation software
- Proven ability to do detailed work independently with highest level of accuracy; ability to handle multiple tasks; self-starter
- Demonstrated initiative and problem-solving abilities and be able to exert initiative and resourcefulness
- Maintain strong working knowledge of GRCC catalog, policies, and procedures
- Excellent interpersonal, problem solving, analytical and complaint resolution skills
- Ability to handle multiple tasks simultaneously with a high level of accuracy
- Willingness to learn assistive technology in order to provide basic troubleshooting and training
- Project a professional image including punctuality and good attendance record
- Ability to work effectively with a diverse population including individuals with a variety of disability types
- Ability to work in close proximity with other staff members
- Strong interpersonal skills and demonstrated ability to work as part of a team
Physical Demands
- Must be able to sit for long periods of time
- Must be able to move throughout testing center
- Must be able to observe video cameras to ensure test integrity
Mental Demands
- Be creative and innovative including problem-solving abilities
- Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions
- Ability to work with a diverse population of students and their needs
- Must use good judgment in handling sensitive or difficult situations in a pleasant and professional manner
- Must be able to work in a very quiet, low volume environment during low use times
- Have high moral and ethical standards
- Have ability to prioritize and organize multiple multitask projects at the same time
- Demonstrated initiative and problem-solving abilities, and ability to exert initiative and resourcefulness
- Must be proficient in verbal, written, and interpersonal communication skills
Working Conditions
- GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
- Mostly quiet, office environment with limited interaction with other DSS teammates