General Statement

The part-time QCC Online Learning Coach will work as a member of the Center for Academic Excellence Online Learning Coach team. This person primarily will assist students in remedying course-related concerns raised by faculty members and/or students, and assist students with Blackboard, Zoom, textbooks, and other technologies used in classes.

The Online Learning Coach will be expected to work on demand, mostly during the hours of 9:00 am-4:00 pm, with some evening and weekend responses. The Coach will respond to faculty and staff who reach out to them to help students, and to students who reach out for academic technology support assistance. The Coach will present on services, such as in student orientations, student tech trainings, or classes. The Coach will be trained on academic technologies and support workflows,and will be expected to troubleshoot and resolve or escalate issues to the appropriate department or person as they arise.

The Online Learning Coach is a hybrid position. Some of the work can be completed remotely or via Zoom, but there may be some requests for in-person support in the Central Massachusetts Region as needed at partner high schools. This position will be paid $32 per hour and may work up to 17 hours per week depending on the need.

Supervision Received

Online Learning Coach reports to the Executive Director of Distance/Online Learning and Center for Academic Excellence.

Supervision Exercised

None

Duties and Responsibilities

• Attend regular meetings with the CAE Online Learning Coaches team.
• Monitor email, text, and Starfish/EAB Navigate during working hours for new requests for technical support from students and faculty.
• Provide outreach to students who have been flagged as needing support in Starfish, responding to support requests as quickly as possible.
• Support students and faculty with technical requests with patience and a customer-service orientation.
• Help students to identify, understand, and access resources to address their concerns.
• Communicate with faculty and staff members about students they have flagged in Starfish/EAB Navigate.
• Direct students toward the IT Service Desk and/or contact the IT Service Desk directly when students have technical concerns that the Coach cannot resolve.
• Maintain a daily report log about interactions with students and faculty.
• Assist in orienting new students to technologies needed for coursework or who are new to online/remote learning.
• Monitor and contact students who have not accessed their online course(s) by the end of the add/drop period.
• Discuss time management and organizational strategies with students who are falling behind in their courses.
• Participate in New Student Orientations and Resource Fairs.
• Attend assigned professional development and other events.
• Monitor and continuously improve Online Coach service.
• Perform other duties as assigned.

Minimum Qualifications

• Degrees: Master's Degree.
• Experience: Experience teaching at the community college level
• Technical Skills: Strong digital literacy skills, ability to learn new systems and technologies easily
• People Skills: Commitment to providing the highest quality customer service and resolving issues. Patience and understanding in working with others.
• Communication skills: Strong verbal and written skills in English
• Passion for the work: Commitment to the mission of Early College and providing access and success for minoritized students.
• DEI Focus: Commitment to fostering belonging and growth-mindset through a focus on Diversity, Equity, and Inclusion.
• Ability to Travel: Candidates will need access to transportation to access high schools.

Preferred Qualifications

• Fluency in second language such as Spanish preferred
• Experience with Blackboard or similar LMS, experience with Starfish, EAB Navigate, and/or textbook companies' online materials.
• Experience using and troubleshooting conferencing platforms such as Zoom for screen sharing, breakout rooms, polling, and others.
• 5+ years of teaching experience and strong presentation skills.
• Knowledge of usability/accessibility requirements such as ADA Section 508, universal design strategies in various learning environments, and technology issues specific to distance learning delivery of professional development.

Quinsigamond Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, gender, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College's Affirmative Action and/or Title IX Coordinator, the Massachusetts Commission against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.

Quinsigamond Community College will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Diversity, inclusion, and equity are core values at Quinsigamond Community College. We are passionate about building and sustaining an inclusive, respectful, and equitable environment for all students, staff, and faculty. Every member on our college campus enriches our diversity. We support inclusion and are dedicated to ensuring equity in access to opportunities.

Quinsigamond Community College is an equal opportunity/affirmative action employer. Members of underrepresented groups, minorities, women, veterans, persons with disabilities, and all persons committed to diversity and inclusive excellence are strongly encouraged to apply.

Successful applicants will be required to complete a Criminal Offender Record Information (CORI/SORI) request.