SA Examination Administration Specialist II Duties
Provides support answering HelpDesk tickets and assigning tickets to coordinators as needed.
General questions will be for you to answer.
More complex questions will need to be assigned to the appropriate coordinator.
Monitoring the queue.
More complex questions to be assigned to the appropriate coordinator.
Escalating calls when appropriate to management team
Most will go through the coordinators and then be sent to the management team as needed.
Provides support to Examination Administration Project Coordinators by scanning requests/mail.
Scans to be completed 2-3 days a week.
Once scans are complete, move them to the Received folder and place the number scanned in the Tracking and Trending Data Spreadsheet (OneDrive - ASWB\Special Arrangements - General\Quarterly Reports\Tracking and Trending Data)
You will also add the number of DocuSign requests downloaded into this spreadsheet as well.
Reporting: Felicia and Katelyn may ask how many requests we received in one month, and this data will come from this spreadsheet.
Processes reasonable accommodation(s) for English as a Second Language
Processes reasonable accommodation(s) for Lactating Individuals (Only Breast pumping to start)
Assists Examination Administration Project Coordinators create and send determination letters to candidates once requests are processed.
Steps to create/send Determination letters for ESL/ELL and Lactation are listed in the above How To process document links.
Manages dictionary inventory for English as a Second Language arrangements and places orders as needed.