POSITION DESCRIPTION Southern Illinois University Health Care TeleHealth and Video Services. INCUMBENT CSN/Position ID N10610 Class Code: 5031

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1 POSITION DESCRIPTION Southern Illinois University Health Care TeleHealth and Video Services INCUMBENT CSN/Position ID N10610 Class Code: 5031 CLASSIFICATION: Videoconference Coordinator (IT Technical Associate) DEPARTMENT: Telehealth, Networks and Programs FUNCTION This position provides technical expertise and support in a team environment to 1) plan and develop innovative video service delivery models that use advanced video and web based communication technologies, 2) implement, manage and monitor cost-effective, sustainable video services, and 3) lead through role modeling and intra/interprofessional communication. Provides scheduling, operation, training, monitoring and maintenance for videoconferencing systems and related audiovisual and computer equipment and software; providing assistance to internal and external customers in the development and assessment of videoconferencing needs; and provides technical guidance with regard to operational policies and procedures, best practices, and performance measures. ORGANIZATIONAL RELATIONSHIPS This position is directly responsible to the TeleHealth and Video Services Administrative Coordinator, who reports to the Executive Director of TeleHealth and Clinical Outreach. DUTIES AND RESPONSIBILITIES I. Facility and Technology Management 30% A. Manage high tech facilities and technologies in support of video services and clinical TeleHealth activities, including the management of point-to-point and multipoint videoconferences; B. Analyze, develop, test, and/or modify technical solutions to meet user and/or systems integration requirements. Participate in team approach to developing and implementing clinical TeleHealth services. Review, analyze, and Evaluate new products as requested and make product and vendor recommendations.

2 C. Monitor and manage multipoint videoconferences and events in video conferencing facilities, trouble shoot and resolve problems and/or promptly contact appropriate people when not able to resolve quickly. Maintain positive relationships with institutional and community members and have frequent discussions to identify and resolve problems quickly. D. Participate in problem resolution approaches to responding to and resolving customer complaints regarding poor performance of video services technologies and communication during video conferences. E. Conduct tests to optimize system performance and investigate system breakdowns and malfunctions. Work with internal and external contacts to monitor and maximize system performance on an ongoing basis. Develop procedures to ensure minimal downtime and loss of productivity and service. F. Assist in the development of user manuals for video conferencing equipment and clinical video as requested and use operation manuals and appropriate policies and procedures for each piece of equipment. G. Document and track technology on loan to other entities. H. Participate in development and implementation of performance improvement activities and maintain appropriate documentation and reports as required. II. User Support and Training 35% A. Serves as technical interface between internal SIUSOM conferencing sites and external conferencing sites in differing geographic and technical locations, in a multi-user environment. B. Assist in building a knowledge database from troubleshooting and resolving video conferencing and customer problems. Documents appropriately in helpline software and knowledge databases. C. Maintains positive relationships with institutional and community members and works with others to monitor and maximize system performance on an ongoing basis. D. Coordinates and conducts new videoconference site certifications and tests to insure reliable connectivity and compatibility with videoconference bridge and other videoconference systems. E. Provides user training in videoconference and audiovisual equipment capability, operation, troubleshooting and backup procedures. F. Makes arrangements for meetings and videoconferences by consulting with customers concerning needs, assessing resource commitment (people and

3 technology), acquiring conference rooms, scheduling videoconferences and audiovisual resources, and assigning/managing employee coverage of events. III. Scheduling 35% A. Answer prospective and current customers questions about video services, communicating frequently through phone calls, , visits, faxes and mail. B. Make arrangements for meetings and videoconferences by consulting with customers concerning needs, assessing resource commitment (people and technology), acquiring conference rooms, scheduling videoconferences and audiovisual resources. Complete all arrangements in a thorough, organized and timely manner. C. Contact participating sites one week before the videoconference or meeting to confirm participation and understand, arrange, and confirm any audio/visual and other support needs. D. Accurately enter data related to meeting, videoconference or other events, execute and follow-up on scheduled events, and generate reports for documentation and continued quality improvement. KNOWLEDGE, SKILLS AND ABILITIES 1. Excellent interpersonal, oral and written communication skills. Reflects a strong customer service attitude. Able to communicate effectively across different venues including face-to-face, phone, videoconference and . Able to communicate effectively and interact professionally with all staff levels and customer groups in complex, collaborative, team-based atmosphere. 2. Proficient software and Internet user. Proficiency is required in Microsoft Office products (such as Word, Excel, Power Point, Access, and Publisher). Proficiency in conducting Internet and web searches is also required. 3. Ability to excel in a high-tech, change-oriented environment demonstrating a high degree of initiative, motivation and professionalism. Detail oriented and organized with excellent follow through ability. 4. Ability and desire to work with videoconferencing and audio/visual equipment and software required. Knowledge and experience in the operation and/or scheduling of videoconferencing, teleconferencing and other audiovisual media desirable. Ability to identify and resolve technical problems and demonstrate fundamental knowledge of effective troubleshooting methodologies. 5. Combination of education and experience equal to a baccalaureate degree is strongly desired. 6. Ability to communicate in multimedia venues.

4 7. Work hours variable and may intermittently include weekends when programming support is needed. 8. SIU TeleHealth is sensitive to the needs of under-represented minority populations and demonstrates by actions a commitement to the mission and the behavioral standards of SIU School of Medicine. SIU TeleHealth provides excellent service to both internal and external customers through collaboration and partnership; compassion and respect; integrity and accountability; diversity and inclusion; as well as continuous learning and improvement. WORKING CONDITIONS See attached Physical and Environmental Requirements Form. Responsibility: Supervisory Controls and Guidelines There is no formal supervisory responsibilities to this position with the exception of at time, the most senior staff member will assist newer staff members in managing and addressing daily work needs. Work performed is reviewed by Executive Director and Director on an as needed basis throughout the year and at annual performance evaluations. Difficulty: Complexity and Scope and Effect Complexity The position requires skill and abilities to complete the tasks outlined above including but not limited to video conferencing, audio, display, and MCU technologies, computing tasks using complex software applications, telephone management, and documentation and reporting systems. The work is complex in nature and requires multitasking and analytical on-the-spot decision-making. Scope and Effect Job effects include superior video conferencing experience for internal and external customers, cutting edge technology deployment for customers, immediate availability to internal and external customers for support for video, audio, and webinar needs. Some decisions made by the employee will be final when working with customers in a support role, other decisions will be collaborative with the employee providing input into the final decision made by the Executive Director. Personal Contacts Contacts with internal and external TeleHealth and Video Services customers through the telephone, web tools, video conferencing, audio conferencing, and in-person. Purpose of the contacts is for customer support, installation of systems, training, planning, and generally to carry out the responsibilities of the position. BASIC MINIMUM QUALIFICATIONS: 1. High School graduate or equivalent 2. Any combination totaling 2 years from the following categories:

(a) progressively more responsible work experience in an Information Technology related profession; or (b) college coursework in IT, or a closely related discipline, as measured by the following

5 (a) progressively more responsible work experience in an Information Technology related profession; or (b) college coursework in IT, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: i. 60 semester hours or Associates Degree equals 1 year: ii semester hours or Bachelors degree equals 2 years. 3. Work experience that includes the following: (a) Two years supporting Microsoft Windows desktop systems (experience can be concurrent with experience in #2). 4. Possession of a valid Drivers License and an automobile to carry out the duties of this position. INCUMBENT DATE: Employee SUPERVISOR DATE: Supervisor REVIEWED AND APPROVED BY DATE: Department Head

6 PHYSICAL AND ENVIRONMENTAL REQUIREMENTS SIU SCHOOL OF MEDICINE Incumbent: Position No. (If applicable): WORK ENVIRONMENT: (Check all applicable environments) Classification: Department: VIdeo Conference Coordinator - ITTA Telehealth Network & Programs-SMS Office Clinic Research Laboratory Other (Be Specific): Hospital Warehouse Outdoors External Customer Organizations, Video Conference Rooms, Outpatient Areas PHYSICAL DEMANDS: Seldom Occasionally Frequently Constantly N/A (Indicate frequency of activity during performance of position duties) (Performed rarely less than 2% of the time) (Performed less than 25% of the time) (Click on the Physical Demands Definitions button at the bottom of the form for a list of physical demands definitions) Reading Writing Speaking Close visual acuity Travel Hearing - Conversation Hearing - Other Sounds Stooping Squatting Gross hand manipulation Fine hand manipulation Working in dust, fumes, gases, or irritants Working at heights Working in extreme cold, heat and/or humidity Working in close quarters Climbing Operating motor vehicles Sitting Standing Walking Working above shoulder level Twisting Kneeling (Performed 26% to 50% of the time) (Performed 51% or most of the time) Pushing or pulling Carrying Lifting lbs lbs lbs. Other (Please list): I affirm the environmental and physical demands listed on this form are an accurate reflection of the requirements of this position to the best of my knowledge and belief. I have read, understand and am capable of meeting the physical and environmental demands of this position. Supervisor Signature Date Supervisor Name Employee Signature Date HR-0195S Page 1 of 1 01/10

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