Training and Education Assistant – Bilingual (8-Month Term)File Reference Number: TR-093

1. Builds new/updates existing e-courses in English and/or French (as assigned) using web-based e-course building software. Lays out pages to incorporate text and images. Edits existing e-courses in English and/or French to incorporate content updates and course enhancements. Builds and maintains e-course exams. Incorporates voiceover files for e-courses generated from applicable technology. Performs quality assurance activities at various stages of course development to ensure that the e-course meets CCOHS' standards, e.g. audio, links to Legislation in e-courses, etc. (55%)


2. Provide client sales support:
   Respond to customer phone and e-mail/Support Case requests for basic product and services information, with a focus on supporting e-learning clients: processing orders, adding and changing facilitators, generating passwords, adding seats to client accounts, answering client questions. (35%)


3. Participates in Service Unit and Project Team activities as assigned (e.g. app content building work) (5%)


4. Other duties as assigned. (5%)

The position reports to the Manager, Education Services Unit.

The Training and Education Assistant works closely with the Bilingual E-Learning Editor and Program Coordinator, other members of the Education Services Unit and members of the Client Services team, as well as having contact with the external e-learning delivery partner (Vubiz).

The incumbent is expected to participate in the planning of the Service Unit or Team activities, to ensure that s/he plays an active part in achieving the goals without causing work overload or imposing conflicting demands, including deadlines. S/he must adjust to frequently changing priorities and deadlines, and notify their Service Unit Manager and team lead(s) should time constraints or other challenges arise that require resolution.

• The position requires good knowledge of web-based e-course building software systems and voiceover generating technology, including their capabilities and limitations, formatting options and techniques for displaying content.
• The incumbent is required to have good knowledge of web, word processing and other software programs used in the creation, editing and quality assurance of e-courses, such as Microsoft Word and Excel.
• The incumbent has a great deal of interaction with both internal and external clients, and must have very strong interpersonal skills. Excellent written and verbal communication skills are also required.
• The incumbent is one of several staff members receiving incoming calls and e-mails related to e-learning from the public and current clients. The incumbent follows procedures and standards for these interactions, and is expected to provide high quality and professional service. A good knowledge of ERP systems similar to Acumatica is required to record and respond to client issues. A thorough knowledge of CCOHS’ e-learning service and a basic familiarity with other CCOHS products and services is required.
• The incumbent will be expected to resolve login questions/issues for e-courses only. The incumbent requires a general awareness of other CCOHS products and services in order to help clients navigate to the correct web pages on the CCOHS website.
• Basic knowledge of FileMaker and Dreamweaver or comparable software data entry procedures are required for entering content into legislation-summary app products.

• When building e-courses, the incumbent must work with the e-course authoring software (both version 1.0 and 2.0), and/or make judgment calls when there is too much information for a screen layout. This often involves selecting or changing the layout of the text and graphics on a screen layout, or splitting material logically over multiple screens, which the incumbent usually does without consulting others. The incumbent is expected to notice typos, inconsistencies and awkward wording. S/he is expected to correct typos. S/he consults with the Bilingual E-learning Editor or e-course author before changing inconsistent content or awkward wording.
• The incumbent is also required to work with the audio generating software – fixing the wording in the text script to ensure that the software generates the correct enunciation of words.
• The incumbent must understand and follow procedures and policies to respond to customer phone and e-mail/Support Case requests for basic product and services information, and to perform standard trouble-shooting for e-learning clients – for example, questions about processing orders, adding and changing facilitators, generating passwords, adding seats to client accounts, and related client questions.
• When entering content for legislation apps, the incumbent must work with FileMaker and/or Dreamweaver to ensure that the content displays in the app according to client requirements.

The incumbent is responsible for building, editing and quality assuring CCOHS e-learning courses (including the audio component) in both English and/or French as assigned.

The incumbent is responsible for responding to incoming phone calls and e-mails/Support Cases related to e-learning following well-defined practices and procedures, ensuring issues are resolved or directed to others for timely response and resolution. The incumbent must therefore understand and follow procedures and policies to perform standard trouble-shooting for e-learning clients: questions about processing orders, adding and changing facilitators, generating passwords, adding seats to client accounts, and related client questions.

The incumbent is responsible for entering content for legislation apps as assigned.

The incumbent participates in the activities of relevant Service Units and Project Teams by providing input and new suggestions on processes, procedures, and product development, as well was as client feedback on CCOHS products and services.

Physical Effort: Works at a computer or desk for long periods. There is a significant amount of time spent keyboarding and mousing, at least five to six hours daily.

Physical Environment: A high volume of work and precision is required. There is a potential for RMI due to the demand of processing content using a mouse, unless safe work procedures outlined are followed.

Sensory Attention: High concentration is required to build, edit and quality assure e-courses and the various components that make up the e-course. Requires a great attention to detail. Active listening is required when interacting with clients and potential clients.

Mental Stress: There are multiple production schedules to be met. Priorities and deadlines change frequently. When receiving incoming phone calls, the incumbent may have to respond to a variety of types of questions and requests, and deal on occasion with rude and/or unpleasant callers. The frequency of calls is unpredictable.

• Secondary school diploma and at least two years experience text processing, or an equivalent combination of education and experience.
• Experience and good knowledge of e-course development software, audio editing software, as well as word processing, spreadsheet and client management software (e.g. Word, Excel and Acumatica).
• Excellent accuracy and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a team atmosphere.
• Ability to communicate in both official languages is required.