Schedule A – Scope of Services and Deliverables (Contractor)

  • Academic Operations Services
  • Lead: Associate Vice President for Online Education
  • Provide strategic oversight and governance of online initiatives.
  • Conduct market analyses and enrollment forecasting.
  • Develop operating and financial models to support enrollment planning and student funding strategies.
  • Support accreditation and state authorization.
  • Deliver quarterly operational reports.
  • ll. Implementation, Business Intelligence & Reporting Services.
  • Lead: Director of Implementation
  • Provide strategic oversight of all IT systems, integrations, and scope across CRM, SIS, LMS, and related platforms.
  • Develop and manage project plans, dashboards, and reporting.
  • Coordinate cross-functional teams, monitor risks, and drive accountability.
  • Maintain documentation of project decisions and system/process changes.
  • Recommend operational improvements based on system performance and user feedback.
  • Oversee fulfillment of ad hoc data requests.
  • Provide insights and recommendations from analytics to inform decision-making.
  • Student Support Concierge Services
  • Lead: Student Support Concierge
  • Provide concierge-style advising, registration support, and student advocacy.
  • Monitor progress and intervene to support student retention.
  • Maintain accurate communication records and case notes.
  • Develop communication templates and outreach materials for use in typical retention-supporting scenarios (e.g., student has not registered; student has stopped attending).
  • Assist with degree audits and graduation clearance in coordination with the Registrar's Office.
  • Financial Aid Services
  • Leads: Financial Aid Coordinator & Processor
  • Administer online financial aid applications, eligibility, and processing.
  • Maintain compliance with Title IV and DOE guidelines.
  • Perform reconciliations, QA checks, and audit support.
  • Counsel students on aid options, arrangements, and deadlines.
  • Online Faculty Mentor and Support Services
  • Lead: Faculty Mentor
  • Serve as mentor/liaison to online faculty.
  • Communicate policies; respond to faculty inquiries.
  • Monitor course quality (attendance verification, grading, surveys, engagement).
  • Conduct weekly spot checks; provide written evaluations each term and annually.
  • Provide coaching and support; escalate performance or student issues.
  • Encourage faculty to monitor student progress for improved retention.
  • Learning & Development Management and Coordination
  • Leads: Director of Learning & Development; Instructional Designer(s); Assistant IDs
  • Director of L&D leads design team; enforces QM/OSCQR and ADA standards; manages templates and project maps.
  • Partner with SMEs to design aligned courses; develop activities and assessments; build courses in LMS.
  • Populate courses in LMS; perform QA; resolve technical errors; support SMEs.