Policy and Procedure Manual

Policy and Procedure Manual Employee Duties Adaptive Educational Services

2 Table of Contents OPENING OFFICE 3 CLOSING OFFICE 3 ANSWERING TELEPHONE 4 RELAY INDIANA 6 FORMAT-STUDENT FILES 7 PREPARING FILES 7 ACCOMMODATION FORMS 8 SCHEDULING OF TEST 9 DELIVERY OF EXAMS 10 ROUTING SHEETS 11 NOTETAKER AGREEMENTS 11 PROCTORING OF EXAMS 12 CLOSING TIME (LAB): 17 INTERPRETING SERVICES 17 MAIL: POST OFFICE REQUESTS 17

POLICY AND PROCEDURE MANUAL 3 Opening Office Purpose: To ensure that employees properly open the AES office. 1. The student employee must enter the office and clock-in for the day. 2. The morning student employee staff must unlock the file cabinets in the back room by the loading docks, with the student and business file keys (located on one key ring.) 3. The student employee must then check the slot for routing sheets and exams that are scheduled for the day. 4. The employee must then ask the Administrative Assistant whether any work needed to be done. 5. They are then responsible for filing the items in the to be filed box. Closing Office Purpose: To ensure that the office staff correctly shuts down the office. 1. Turn computer monitors off in every office 2. Turn off copy machine a. On/Off switch (top right) 3. Lock the file cabinets by pushing the lock in 4. Check the back door to make sure it s locked. 5. Turn off ALL THE LIGHTS and lock the front door.

4 Answering Telephone Purpose: To inform the AES student workers of their responsibility and to ensure that the AES staff answers the phone in a presentable and professional manner. 1. It is the responsibility of the student employees to answer the main office telephone, located on the front desk. 2. If you are not near the front desk, you may pick-up the ringing line by pressing *73. This will allow you to pick-up from any office phone location. 3. Presentation: a. Student workers must answer the phone in a polite tone. b. The worker should answer the phone in a manner like the following: Adaptive Educational Services, this is (worker s name), how may I help you?. 4. Ask the caller who is calling after they request to speak with a certain person on the AES staff. 5. Consult the AES staff member to see whether or not they want to take the call. 6. If the AES staff member is not able to take the call or is not in the office, take a complete and accurate message, unless no message is requested. (see example)

POLICY AND PROCEDURE MANUAL 5 Transfer Calls Purpose: To ensure that calls are properly transferred. 1. If a student worker is transferring a call to the Director, Associate Director, Interpreter Coordinator, Student/Faculty Liaison, Administrative Assistant or any other member of the AES staff, they must ask the person whether they can take the call. 2. How to transfer calls: a. Main office line/administrative Assistant: 274-3241 i. Transfer call by: 1. Pressing CONF on the right side of the phone panel 2. Dial the extension you want to transfer call to (ex: 4-0489) 3. Push CONF again 4. Lastly press Rls

6 Relay Indiana Purpose: To enable the Deaf and hard of hearing clients to communicate with the AES staff. Relay Indiana serves as an intermediary for the hard of hearing. 1. The individual calling will identify himself/herself as a Relay or Video Relay operator. 2. The operator will ask you to hold, and then they will relay the information the deaf/hard of hearing client wants to convey. 3. Speak to the operator as if they are the person actually calling (as if they were the client whom is deaf/hard of hearing) (ex: This is Becky, may I help you Go Ahead.) 4. After each statement or question say, Go Ahead (GA), this indicates to the operator that it is their turn to speak. They will do the same after each statement that they make. *This will depend on the type of relay. If operator does not identify as Video Relay then GA is used. If they identify as Video Relay, GA isn t necessary and keep speech at a clear conversational rate. 5. When the conversation ends say goodbye and wait for the operator to inform you that the client has hung up. This will end the relay call.

POLICY AND PROCEDURE MANUAL 7 Format-Student Files Purpose: To ensure that the office staff can correctly identify files by the label. 1. Get a blank label from the supply cabinet. 2. Type the student s name as follows: LASTNAME, FIRSTNAME MI. 3. Type the students ID# (ex: 0001234567) *PLACE THE STUDENT FILE LABELS TO THE FAR LEFT OF THE FILE. Preparing Files Purpose: To ensure that client files are prepared properly. 1. The AES student staff is responsible for preparing files for clients. 2. The student worker should check the box labeled to be filed, in order to find files that need to be made. 3. Gather supplies in the supply cabinet, to make files: a. Hanging file folders Green b. Prongs c. File labels: Clear plastic labels 4. Hanging file folders are hole punched on the top and the prongs are placed through the folder on both sides. 5. Student file labels are placed as far left of the file as possible. 6. The AES application and documentation is placed on the left hand side of the file folder. 7. The client s memo of conversation and correspondence to the professors are placed on the right side of the file. 8. Format for the Student File Labels: (see above)

8 Accommodation Forms Purpose: To ensure that clients of the AES office fill out the proper paperwork before they are provided accommodations. 1. Student employees should ask for a client s schedule of classes for the appropriate semester when they request accommodations. 2. The employee must then pull the clients file and note that the student is requesting testing accommodations, notetakers, etc. 3. Give file to professional staff for approval. 4. After approval of accommodations the student employee must fill out the appropriate paperwork. 5. Student employees must have the clients sign the Student Acknowledgement form. 6. If student employees are filling out Testing Accommodation paperwork, they must find out whether a student should get time and a half or double time. Scheduling an Intake Purpose: To make sure clients of AES are scheduled for intake appointments efficiently. 1. When scheduling a student to meet with an AES Professional to perform an intake, always check the appointment book to make sure there will be someone available at the time requested. 2. When scheduling the intake, please include the following on the appointment log: a. First Name, Last Name and Middle Initial b. Student ID# (if available) c. Phone Number where the student can be reached.

POLICY AND PROCEDURE MANUAL 9 Scheduling of Test Purpose: To ensure the correct procedure is followed for scheduling exams. Safeguards must be in place to guard against scheduling persons who do not qualify for testing accommodations. 1. Ask for the client s name 2. Locate the appropriate test accommodations (TA) binder (alphabetical order) 3. Find out what class the client needs to schedule an exam for. 4. Check in the TA binder to see if the client has TA forms that corresponds to that specific class. 5. If they have not turned in appropriate TA forms (see examples after policy): a. Inform the client that they must bring them in before an exam can be scheduled. b. Give them the TA forms that are needed. 6. If they have turned in the appropriate TA forms: a. Get the Test Schedule Book, located behind the Administrative Assistant s Desk, and schedule the exam on the appropriate day. b. Ensure that the test is scheduled on the day and during the time that the student has the class. c. The student can only schedule on a different day or at a different time, if the professor contacts the office and gives permission. MAKE SURE THAT THE CLIENT SCHEDULES THEIR EXAM AT THE SAME TIME AS THEIR CLASS, UNLESS WE HAVE WRITTEN OR VERBAL PERMISSION FROM THEIR PROFESSOR REGARDING OTHER ARRANGEMENTS.

10 Delivery of Exams Purpose: To ensure that tests are picked up and returned in a timely manner. The office works best with teamwork so the following procedures should be followed. 1. Student workers are also required to check the RETURN TEST BOX to see if there are any tests that need to be returned, and if so, return them immediately. 2. The lab staff cannot pick up exams, but they can deliver them back to the professor. Student employees are not allowed to deliver, proctor, or handle in any way exams for classes he/she may be enrolled in. EXAMS TO BE DELIVERED MUST GO DIRECTLY TO THE DESIGNATED OFFICE WITHOUT DETOUR. a. If office is closed, be sure to make a note at the bottom of the routing sheet, indicating that you attempted to deliver it (include day, time, etc.) and initial it and return it to the safe in the main office. b. Remember to get signatures from the professor, departmental secretary or designated representative. If you are unsure as to whether or not you should leave the exam, call from the office line. 3. No tests are to be taken to the lab prior to the day that they have to be there. Any exams that are delivered to the lab, that is not for that day need to be brought back to the office and put into the safe. 4. Exams delivered to the Lab should be brought to the Lab Supervisor/AES Professional Staff and not the test proctor. 5. Lock up exams in the evening. EMPLOYEES OF AES MUST TAKE RESPONSIBILITY IN ORDER TO MAKE THE OFFICE RUN SMOOTHLY AND ALL TESTS WILL BE RETURNED IN A TIMELY MANNER WITHOUT ONE PERSON DOING ALL OF THE WORK.

POLICY AND PROCEDURE MANUAL 1 1 Routing Sheets Purpose: To ensure that a proper record is kept of the transportation of exams. 1. Student employees must ensure that routing sheets are filled out for the exams that are to be taken the next day. THE STUDENT WORKERS SCHEDULED FOR THE NIGHT SHIFT HAVE THIS RESPONSIBILITY. 2. After the student employees fill out the routing sheet, they must put a check next to the client s name who they filled out the routing sheet for, in the test schedule book. 3. During the morning opening procedure, student employee staff must assist in the exam process for the day (see routing sheets, etc.). Notetaker Agreements Purpose: To ensure that the proper procedure is followed when giving clients notetaker agreements and handling the copying of notes. 1. Before notetaker forms are distributed, verify from client s file that a notetaker has been approved for the current semester. 2. If the client is requesting a notetaker form, the student employee can provide it to the client. Copies of the form are located on the top of the student files. 3. The notetaker and the client must sign the agreement and give it to the Administrative Assistant. 4. When a notetaker comes in to the office to copy notes, it is the student employees responsibility to fill out the copier log with the last three digits copier counter, at the beginning and the end of the copying. 5. Clients have the ability to copy notes freely on the AES copy machine.

12 Proctoring of Exams Purpose: Procedure, policy, responsibilities and duties when you are proctoring exams in the lab. When you are proctoring exams in the lab, we expect you to perform the following tasks: Responsibilities: 1. SHOW UP ON TIME FOR YOUR SCHEDULED SHIFT. Any unreasonable tardiness or unprofessional behavior will be reported to the Director. 2. Be familiar with the AES software and hardware. 3. Report software and hardware problems to AES staff. 4. Perform the other duties are assigned to you by the full-time AES staff. Procedure, policy and proctoring: 1. When students taking exams, they must print and sign their names on the signin sheet. (an example can be found on the following page) 2. You, as a proctor, will complete the remaining information on the Sign-in Sheet (i.e. start/stop times, class & course information, student's actual ending time, and write down your name as a proctor). 3. You should ask the student who is taking the exam to leave their book bag and cell phone in the front of the lab with the proctor. The proctor is responsible for seeing that all items and the student s personal belongings are secure.

POLICY AND PROCEDURE MANUAL 1 3

14 4. Notes, books, electronic devices, etc., are not permitted ( unless special instructions are written on or attached to the routing sheet) If there are still questions, call the office. a. If special instructions (i.e. open book, open notes, etc.) are not specified, then student employees are not to provide any accommodations other than extended time. b. If a professor delivers an exam and verbally gives exam instructions, have them to write their instructions down, initial it and attach it to the routing sheet. c. Students are not to contact professors unless it is documented on the routing sheet. 5. If a student taking the exam is suspected of cheating, you should report the incident immediately to an AES professional staff for further instruction, if there is no AES staff available; write the incident in an email addressed to aes@iupui.edu. Include what time you witnessed suspected cheating and if possible, around which question you suspect cheating began. 6. If a student shows up late for the test, they will not receive additional time to complete it. Include the actual arrival time (the start time after the student arrived late) should be listed on the Routing log. 7. Student(s) cannot take the exam a t a n y t im e other than their class time unless given prior approval. This includes extending exam time. 8. Inform students before their exam that they should take any restroom break needed at that time. Unless noted on the routing sheet that their diagnosis requires frequent breaks, they should not leave during the tests. If a student should need to leave the lab for break, make sure they don't carry their cell phones with them; also you should write it down on the Routing log how long the break lasts. Let the student know that you will give them a 10 minute warning as to their stop time for the test. In doing so, be careful not to disturb the test taker. Instead, gently walk into their line of sight off to the side of their testing station and wait for them to look up. They will see you out of the corner of their eye and then you can alert them by holding up ten fingers to make them aware. **note, some students may ask that you not tell them when they

POLICY AND PROCEDURE MANUAL 1 5 are nearing the end, this is fine. But we should always give them the option. 9. If the student taking the exam argues with you about the accommodation that AES is providing, call the AES office so the professional staff can provide verification. If the lab gets information directly from the professor they should note it on the routing sheet and notify the office. Lab Assistants are there to assist you as well. *PLEASE DO NOT ARGUE WITH THE STUDENTS 10. Do not make any unnecessary noise or movements and keep distractions to a minimum. a. There is to be NO EATING WHILE PROCTORING EXAMS. This includes snacks such as Potato Chips and chewing & cracking gum, as these are very distracting motions and or noises. 11. You, as a proctor, should be present at all times during the students' exams. If the student complains about noise, offer them earplugs. 12. Don t play games on the computer while an exam is going on (THIS CONDUCT WILL BE REPORTED TO THE DIRECTOR). 13. Once in a while you should get up, and go around the room to check if everything is going well. Be sure however not to stand over students while they take a test as this can be distracting. 14. Use the small room only, when you have to read or write a test for a student. This information should be noted on the routing sheet. Deliver the exam to school or AES office immediately after student (s) finishes the exam; please contact Lab Assistants or the AES main office immediately for delivery arrangement. *LD, SL, IT, BS EXAMS DELIVERED DIRECTLY FROM LAB & BRING ROUTING SHEETS TO AES OFFICE TO FILE. 15. Whenever you want to take a break, make sure to inform Lab Supervisor. When working in the lab, no cell phones, this includes texting. Please remember to walk and talk quietly when you're assisting other student.

16 16. Assistive technology may be used, if approved as an accommodation by the AES professional staff. 17. You should assist the set up of the technology. (Please look at Special need(s) on test Routing log). 18. YOU ARE NOT ALLOWED TO PARAPHRASE, DEFINE TERMS OR TRANSLATE QUESTIONS FOR STUDENTS. 19. All the envelopes with exams inside should be stapled and remain stapled and in the safe until the exam is taken. Once the exam is finished, put the exam back in the envelope and staple the envelope closed. Deliver completed exams immediately unless instructions say otherwise. Get signatures on routing sheets when delivering exams and include the time and date. Wait to put the time you delivered the test until you reach the office it is to be delivered to. Enter the time then. When a student finishes a test and leaves the room, take out the duster and go over the desks to remove any eraser debris left on the workstation. If there are notes on the desk or other pencil doodles, etc. please use the cleaning solution and wipe down the desk for the next student so they have a clean area to work at. Additional Tips for the Lab: Students who take the online exam, are not allow to print (i.e. cut and paste or write down any part of the test or result of the test) AES students cannot print any document(s) from AES lab. (Each IUPUI students has over 500 free pages to copy from public lab). Check Student ID before student takes a test. Ensure exams are completed according to the instructor s directions Follow the instruction s requirements (read the email attach to the envelope) Don t leave the room Use stamped paper for scratch paper No cell phones in the lab With regard to cheating o Watch the body language (i.e. one hand under the table, head down) o Check yellow and blue books on tests

Closing time (Lab): POLICY AND PROCEDURE MANUAL 1 7 If you are working a last shift in the lab (the closing shift), before you close the lab, make sure you put all the test(s) in the safety box, lock the safety box, and leave the key in the cabinet behind the main desk. Also, set the trash can outside the door so the janitorial staff can pick it up overnight and push the chairs in throughout the lab. Remove all the scratch papers from the tables, and before you leave, make sure the computer lab is in good shape for the next day. **DO NOT TURN OFF COMPUTERS. Interpreting Services Purpose: To ensure Deaf and hard of hearing clients in the AES office are being served properly. 1. Student employees should direct interpreting questions to the Interpreter Coordinator or the Student/Faculty Liaison. 2. If neither the Interpreter Coordinator nor the Student/Faculty Liaison is available and it is an emergency situation, you can direct interpreting questions to the Director or Associate Director. 3. Consult the Interpreter Coordinator for further information on interpreting services. Mail: Post Office Requests Purpose: To ensure that outgoing mail is properly prepared for delivery. 1. Mail must be sent with a Post Office Request Form (see example attached). 2. The IUPUI Post Office Request Form is located in the file room. 3. Fill out the following information for each bundle of mail sent out:

18 a. Fill out the date b. Fill out the account #: AES account number for mail is 12-714-06 c. List the account title: AES d. Fill out the authorization name: P. King e. Fill out the office phone number: 274-3241 f. Fill out the building (BLDG) and the room: UC 100 g. Print under Postage: 1 st Class h. Print under Quantity: The number of mailings you are bundling (1, 2, 3, 4 etc.) i. Print under Item: The type of item (letter, large envelope, etc.) j. List the number of pieces 4. Place a rubber band around the white portion of the Post Office Request form and the mailings. 5. Place the mail bundle in the outgoing mailbox.