Exam Proctoring Manager

UMass Amherst; Amherst (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

UMass Amherst is seeking an Exam Proctoring Manager to lead the Disability Services Examination Proctoring Center. You will supervise a large student employee team, coordinate with multiple campuses, and ensure accessible and secure examination accommodations for eligible students with disabilities.

The role requires collaboration with faculty and Disability Services staff, handling scheduling, databases, and policy interpretation to maintain high-quality testing services across on-site exams

Qualifications

• Bachelor's degree required.
• Two or more years of office administration experience.
• Experience training and supervising staff.
• Experience with multiple technology platforms including Microsoft Office Suite and database technology.
• Knowledge of the needs, characteristics and resulting concerns of individuals with disabilities.
• Excellent customer service experience.
• Ability to exercise sound judgment and discretion with confidential information.
• Strong organizational and written and oral communication skills.

Responsibilities

• Oversee daily operations of the Examination Proctoring Center.
• Hire, train, supervise, and schedule student staff (proctors, readers, scribes, couriers).
• Coordinate with campuses to offer equitable service across locations.
• Maintain exam accommodation structure for multiple campuses and remote needs.
• Collaborate with faculty and staff to ensure timely, secure exams with accommodations.
• Ensure secure receipt, processing, and return of examinations.
• Develop data reports and monitor service outcomes and trends.
• Provide guidance on exam accommodations and testing procedures.

Skills

Office administration

Training and supervision

Microsoft Office Suite

Database technology

Customer service

Strong organizational skills

Education

Bachelor's Degree

Tools

Microsoft Office

Database technology

Job description

Title: Exam Proctoring Manager

Executive Area: Student Affairs & Campus Life

College/School/MBU: Advocacy, Inclusion & Sup Prog

Department: Disability Services

Work Location: Amherst

Schedule: Full Time

Work Arrangement:Onsite

Job Summary

Under the general supervision of the Assistant Director of Information Access, the Exam Proctoring Manager oversees the planning, coordination, and daily operations of the Examination Proctoring Center and supervises a large staff of students in various roles to ensure access to exam accommodations for eligible students with disabilities. The Exam Proctoring Manager works collaboratively with faculty, instructors, Disability Services staff and students to interpret and implement examination accommodation requirements and ensure effective access to examination services for the Disability Services Office.

Essential Functions

• Manages the daily operations of the Disability Services Examination Proctoring Center (EPC) which includes hiring, training, supervision, and scheduling a large Exam Proctoring Center student employee team who serve as assistants, proctors, readers, scribes, and couriers.
• Coordinates with UMass Charles River and UMass Springfield Campus staff to offer equitable service on all campuses.
• Utilizes additional staff volunteers during periods of high-volume including mid-terms and final exams.
• Maintains the exam accommodation structure for UMass Amherst, UMass Springfield, & UMass Charles River campuses, as well as accommodations for remote exam needs for fully remote and hybrid classes, via a centralized database management tool.
• Collaborates with faculty, Disability Services staff, and student exam takers to ensure timely and secure administration of exams with equitable examination accommodations including additional time, alternate examination formats, assistive technologies, proctors, readers/scribes, and effective testing space. Resolves exam accommodation issues and provides a welcoming, accessible testing environment for students with disabilities.
• Oversees secure examination receipt, processing and return ensuring adherence to established procedures.
• Researches ongoing strategies for exam coordination amongst peer institutions and emerging concepts and best practices with the disability community in higher education.
• Serves as the primary point of contact for utilizing the Exam Proctoring Center, providing expert guidance and resolving complex questions and concerns related to examination accommodations and testing procedures. Exercises sound judgement when addressing sensitive or challenging situations, effectively de-escalates tensions, and creates a welcoming and supportive environment for all EPC users.
• Oversees and coordinates secure methods for receipt, storage, and delivery of examinations at UMass Amherst, UMass Springfield, and UMass Charles River campuses. Establishes and maintains operational protocols to ensure the confidentiality, integrity and secure handling of approximately 9,600 exams annually, including 1,300 that take place during each finals period.
• Upholds university ethics of academic honesty and reports any violations of academic honesty regulations to immediate supervisor, appropriate faculty, Ombuds Office and occasionally the Dean of Students.
• Coordinates and develops the daily and semester schedule of exams, determines appropriate coverage of extended examination hours, room assignments, and the use of deployed proctors. Provides disability accommodation instructions in an accessible format.
• Develops and implements procedures for the scheduling and administration of accommodated examinations on the DS database. Trains student assistants to book exams. Interprets and communicates exam accommodation policies and procedures to students and faculty using SACL communications.
• Collects, analyzes and maintains appropriate data records for the Examination Proctoring Center and prepares comprehensive semester and annual service reports. Evaluates program utilization, service outcomes, success indicators, operational challenges and emerging trends to identify opportunities for process improvement and enhance effectiveness of examination accommodation services. Keeps abreast of new technology and strategies for use within testing centers.
• Attends Disability Services staff meetings, training sessions and events. Meets regularly with their supervisor.
• Maintains awareness of the legal guidelines of the ADA, Section 504 of the 1973 Rehabilitation Act and other relevant federal, state, local and institutional legislation regarding students with disabilities in a public higher education program.
• Understands, applies, and explains Disability Services, university policies and procedures, state and federal guidelines, regulations, and laws as they apply to exam access.
• Utilizes summer and winter session periods when exam needs are reduced to conduct staff development, evaluates and updates examination accommodation procedures and operational processes, and plans for the upcoming academic semester to meet anticipated service demands.

Other Functions

• Performs related duties as assigned or required. Understands responsibilities with respect to Title IX, Clery and other compliance requirements.
• Demonstrates capacity, skill, and willingness to engage students and contribute to student success.
• Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.
• Contributes toward creating a positive and respectful workplace. Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.

Minimum Qualifications

• Bachelor's Degree.
• Two or more years of office administration experience.
• Work experience includes training and supervision.
• Experience working with multiple technology platforms including the Microsoft Office Suite and database technology.
• Knowledge of the needs, characteristics and resulting social, informational and educational concerns of individuals with disabilities.
• Excellent customer service experience.
• Ability to exercise sound judgment and exercise discretion in handling confidential and valuable information.
• Strong organizational and clear written and oral communication skills.

Preferred Qualifications

• Experience in Higher Education.

Additional Details

• This position is on-site only.
• Must be available and willing to work some early morning hours and evenings as determined by the university.
• Must be available to work extended hours during final exam periods in Fall & Spring semesters.

Working Conditions

Work is primarily performed in an indoor university environment and involves lifting and transporting materials or equipment and general physical activity, including prolonged standing, walking, or assuming low postures.

Work Schedule and Work Arrangement

• M-F 8:30am - 5:00pm
• Must be available and willing to work some early morning hours and evenings as determined by the university.
• Must be available to work extended hours during final exam periods in Fall & Spring semesters.

Salary Information

Pay Grade:PSSAP Grade 26

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.