Technology Enhanced Learning Unit (TEL) operational guidelines

 

 

In a progressive and transforming institution and department change is inevitable. This will reflect itself inter alia in the systems and policies as they are adapted to cater not only for the revised vision but also for the demands from various stakeholders. The question of how effective or successful the overarching strategies will be, lies not only in how well drafted they are but also in how well received and effected they are by the people on the ground because it is staff members that ultimately give meaning to the sophisticated jargon. One therefore cannot overemphasise the importance of ensuring that they are apprised of the revised vision and how it is going to impact on their daily duties i.e. each and every member of staff has to understand his/her respective role in the bigger scheme of things.

 

Operations in our computer labs are currently not based on a predefined set of guidelines. This makes them open to interpretation which can be at times different let alone confusing not only for the staff members concerned but also for our students. Quality services cannot be rendered if duties change according to interpretation i.e. staff members will never know what is expected of them and in turn students will never know what to expect. This document aims at standardising all operations within the KZN computer labs by providing a generic platform that is cognisant of each area’s uniqueness whilst committed towards giving effect and meaning to the Department: Tuition and Facilitation of Learning (DTFL) operational plan. Its objective is not to replace any existing UNISA official policies or guidelines but merely to enhance them. Other sections on security and dress code are work in progress; they are a reflection of collective engagement and will prevail until otherwise amended.

 

The key overarching strategy / plan to which this document is linked is:
Department: Tuition and Facilitation of Learning operational plan

With respect to the following goals:

 

Goal 1: Provision of quality services in an ethical manner

Goal 2: Positive student experience

GOAL 3: STUDENT SUCCESS

 

 

KZN – TEL Unit Operational procedures (Practice lab)

 

 

What services do we offer?

• Access to computers

• Basic directional assistance (computer literacy)

• Access to myUnisa & myLife

• Assistance with myUnisa/myLife registration and passwords

• EUP 1501 bookings and examinations

The above services should be pasted somewhere visible/accessible to all students.

 

NB: Every computer lab should have a clearly visible first point of contact or signage especially for students using the lab for the first time.

 

Operating times

Each office should have formally stipulated operating times as depicted below which should also be visible or accessible to all students. These times however do not necessarily have to be the same as each office or area has to take into account its own dynamics.

Durban operating times:

07:45 – 08:00 Administration

08:00 – 10:00 First session

10:00 – 10:10 Restart computers to run Deep freez

10:10 – 12:10 Second session

12:10 – 12:20 Restart computers to run Deep freez

12:20 – 14:20 Third session

14:20 – 14:30 Restart computers to run Deep freez

14:30 – 15:45 Fourth session

15:45 – 16:00 Restart computers to run Deep freeze / Administration

Practice labs

Lab procedure

Each student that intends to utilise the lab hast to satisfy the following condition:

 

Presentation of a valid and current student card and if it is one of the older cards i.e. without a picture then positive identification is also required.

 

Each student will then be assigned to a computer and his/her student card kept until either the session has concluded or he decides to leave. The responsibility to collect the student card/s at the end of the session or when he / she leaves; is that of the student. Students should not under any circumstances look for their student card, these should be handed back by a UNISA official i.e. someone working at the lab. Forgotten student cards should be kept separately for collection by students. No student should use a computer without being properly accounted for; this is also for statistical and security purposes. See also Section 4 – Asset security and Appendix A

 

 

Guidelines – Operational matters

 

Applicable to: Staff

 

All staff should adhere to their respective duties as outlined in the weekly roster and or as per area/office operational processes.

All “current” UNISA students have a right to access any of the services provided by the computer lab.

The lab shall not at any stage be left unattended. In the event where this will not be possible then a note should be pasted on the door or a stand in person requested to fill in for the duration of the absence.

All staff should attend to all queries, conduct themselves in a professional and courteous manner at all times.

No student shall receive preferential treatment for any reason other than those provided for in appendix A or any other section in this document.

Students using the lab should at all times adhere to all the rules and procedures of the computer lab. See also Student rules

All equipment should be checked daily and where necessary reported to the relevant official. See Appendix B section 1

All irregularities and or incidents of theft should be reported immediately to the supervisor or next line management. See also Appendix B – Section 2

Ensure that all lab activities are recorded and filed properly.

It is the responsibility of the supervisor to ensure that all assistants are aware of their duties and that all operational processes are adhered to.

It is also the responsibility of the supervisor to ensure that notices to inform students are put up in the event that there will be a workshop or the lab will deviate from the standard operating times.

Additional information

 

The maximum number of students permissible per computer should not be exceeded unless the reasons thereof are as per Appendix A – Maximum number permissible

 

What is expected of the student (Student Rules?)

• Students should bring their own textbooks and or study material to the computer lab.

• There should only be one student assigned to a computer. This number can be increased to a maximum of two as per Appendix A.

• Students should take note that anything that has been saved on the machines will be automatically deleted after each session. This will be the same in the event of a power failure.

• No eating or drinking is allowed.

• Phones should be on silent or vibrating mode and where necessary, answered outside the lab.

• No audio is allowed except where earphones are used.

• No weapons are allowed inside the computer lab. See also appendix A

• No loud and disruptive behaviour.

• Should any student fail to adhere to any of the above, appropriate actions will be taken against the said offender which includes but not limited to, a temporary or permanent ban from the computer lab. 

The following actions can or should be taken against any student who has been found guilty of any offence:

 

• 1st offence – Verbal warning;

• 2nd Offence – Written Warning;

• 3rd Offence – Banned from using the lab for a month

• Disruptive students or those that fall in the above category i.e. banned students should be asked to leave the lab immediately. If they refuse to leave voluntarily, security personnel should be called in to remove them.

 

* Application of the above should be done in consultation with the supervisor or as per Appendix A – General*

 

 

 

Note on students using the lab

Every effort should be made to assist every student requiring assistance or using the computer lab but this should at all times be restricted to only  directional support i.e. no formal teaching is allowed.

Workshops

The above will only take place where prior bookings/arrangements have been made. This is critical for proper planning and coordination as during this period no students are allowed access to the lab.

Lab supervisors and lab assistants should assist where necessary/possible and also ensure that all equipment within the lab is in good working condition.

 

Dress Code:

• As a result of the complexity of the subject, there is no specific reference to any particular item/s of clothing. The only condition is that any item that is worn should not tarnish the professional image of UNISA.

 

 

Asset security

Signing in

 

Only student cards should be kept at the registration desk. IDs and proof of registration should only be used for identification purposes and should be given back to the student after the verification process. Student cards should only be given back to the student upon confirmation that all assets that were assigned are present when he/she exits the computer lab.

Loitering

Unauthorised students i.e. student who either did not make any bookings or have not been given permission to use the lab should not be allowed past the reception area/first point of contact. If a student comes in seeking a fellow student, they should be asked to wait either at the reception area/first point or outside whilst someone calls the person they are looking for.

 

 

 

Control

Students who wish to use the lab should stand in an orderly manner and not be allowed to overcrowd the reception area. Various access control systems can be implemented in order to achieve this.

Where possible, students should be seated in one area/section. This will allow for easy monitoring especially in terms of movement around the lab and will also minimise the number of students using computers that were not assigned to them.

Passwords to unlock lab PCs should not be distributed or given to students, they should log in themselves as per the instructions page that is pasted on the desks.

 

Compu-safe padlocks

All machines should be locked at all times and also checked regularly for functionality and reported if necessary.

 

 

 

Appendix A:

 

General

This document is only a guideline and as such does not cater for every eventuality that an official might be faced with in the process of executing his/her duties. This therefore means that there might/will be instances where the said official will have to use his/her discretion especially where the matter in question is of an urgent nature and cannot be reasonably communicated to the next line manager/supervisor.

Maximum number permissible per computer:

• Students are allowed to bring in a partner to assist them however this is only limited to one partner.

• This right however can be waived at the discretion of the computer lab staff without any prior notification.

Student cards

• Student cards will no longer be kept once security cages have been adequately modified to ensure maximum asset security.

Students with disabilities

All efforts will be made to accommodate students with disabilities this includes but not limited to:

Ensuring that the lab is accessible

Ensuring that students who fall in this category do not stand in the queue i.e. they are moved to the front of the queue.

Ensuring that someone is always available to assist with their individual requests.

 

Weapons

In the absence of a safe for safekeeping guns or any other weapons, officials on duty e.g. police officers with verifiable credentials are allowed to use the lab with their duty weapons.

 

 

Appendix B:

Procedures to follow in the event of:

Section 1

Machine failure:

• Detailed information about the problem should be collected or drawn up.

• Inform the supervisor or the officially appointed staff member for broken machines. Where this will not be possible then:

  Decide whether or not the fault can be resolved locally or has to be referred to ICT.

  If it can be resolved locally then follow all necessary steps to resolve the problem.

  If it cannot then fill in the Order Number Request form and email it to the ICT department.

  If you are not sure of either “b” or “c” above then consult your Supervisor or colleagues or your Supervisor’s line manager.

• If instructed/requested to send the machine or hardware to Pretoria (PTA), then ensure that it is packed in box that will provide maximum protection of the asset.

• Where there was a machine that was sent to PTA: follow up the next day to ensure that it was delivered and received. If they did not, then follow up with the local courier office.

• If the equipment was received by ICT and there is no correspondence after a week then do a follow up.

• Should you not receive any response after three days from the first follow up date then send a second follow up.

• Should you not receive a response two days after the second follow up then escalate the matter to you line manager.

NB: Ensure that all correspondence is properly recorded e.g. contact person, date and time, resolution etc. E-mail correspondence is a better option as it can be tracked easily without the need for manually recording the aforementioned information. Include your direct supervisor in the CC line from the point of sending the first follow up.

Section 2

Theft:

• Do not touch anything

• Verify that the “missing” item is indeed missing and that it has not been relocated/taken by a colleague.

• If the asset has been genuinely stolen then immediately inform your supervisor and in consultation with your supervisor inform the security personnel on duty and the centre manager respectively.

• In consultation with your supervisor and or center manager then report the matter to the police.

• Request an OB number from security and send it together with the case number (SAPS) to your line manager or follow steps as outlined by the relevant department e.g. center manager’s office or insurance company (head office).

 

Section 3

Strike:

If possible, consult your line manager/supervisor about the situation. If not then,

Inform students of what is happening outside and that for safety considerations all activities will be suspended immediately. Ensure that this information is conveyed in a manner that will not incite panic.

If it is safe to do so, evacuate all students to a safe area. If it is not then request the students to remain inside the lab and inform them that they will exit once it is safe to do so. Students who still wish to leave the venue should not be prevented from doing so unless their exit will endanger the safety of those who want to remain. The application of the latter is subject to one’s safety being a priority i.e. you cannot enforce these rules at the expense of your safety.

Compile a report either during or after the incident and submit it to your line manager. This report should detail all that occurred including time of the incident, steps taken, and outcomes thereof etc.

 

 

 

Conclusion:

Upon close examination it becomes clear that for the purposes of this document one should not try to categorise the contents according to the DTFL goals mentioned in the opening page. One should rather realise that they are seamlessly infused into every aspect/provision of this document i.e. if the guidelines are followed as specified we will be in a position to provide quality, consistent services that will impact positively on the students thereby improving their chances for success.