Summer Support 2020

The eLearning & Information Services office, located in room 1138, will be closed for the summer and our team will be working remotely. Although you may see team members working in this office from time-to-time, we cannot accept drop-ins for support. If you require support in the building, we ask that you continue to use the Education Support Portal as a means to request assistance. Please refer to the Frequently Asked Questions below to learn more about how we will support your working arrangements.

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Frequently Asked Questions

How do I obtain Personal Protective Equipment?

Staff: Your unit manager will coordinate with us to determine your office's Personal Protective Equipment needs.

Faculty, Instructors, and Students: Your program office manager will coordinate with us to determine your Personal Protective Equipment needs.

Unit Managers and Program Office Managers: Please fill out the request form to order Pandemic Supplies.

How do I receive technical support in the building over the summer?

The eLearning & Information Services office, located in room 1138, will be closed for the summer and our team will be working remotely. Although you may see team members working in this office from time-to-time, we cannot accept drop-ins for support. If you require support in the building, we ask that you continue to use the Education Support Portal as a means to request assistance.

Although we always strive for just-in-time solutions to the inquiries we receive, please understand that on-site support may require additional turnaround time and coordination. We appreciate your patience as we navigate the phased re-entry plan.

How do I receive technical support at home over the summer?

We will continue to provide support to those working remotely over the duration of the summer. We ask that you continue to use the Education Support Portal as a means to request assistance.

We have received requests regarding "home infrastructure" (e.g. placement of outlets, electrical panels, cable management, weak WIFI signals in certain rooms, etc.) Unfortunately, we do not have the capacity or expertise to address these requests. We ask that you keep your support tickets specific to the technology that is owned, loaned, and/or supported by Western University.

My home internet is not working. What do I do?

We have received quite a substantial number of requests regarding home internet connectivity over the last couple of months. We will certainly continue to troubleshoot these requests as best as we can. However, we may need to refer you to your home internet service provider, or third party technical support, if we determine the issue is beyond our ability to resolve.

I am planning to return to work on a part-time basis. What do I need to know?

Additional equipment requirements must be made by your supervisor via the Education Support Portal.

If you have been approved to return to the building on a part-time basis, but continue to use loaned out equipment when working remotely (e.g. headsets, webcams, etc.), we ask that you take this equipment back and forth with you if you anticipate needing it while you are in the building.

If you have taken your computer monitors home, we will do our best to make arrangements to have one monitor at your desk in the building for the time being. Our monitor inventory is quite low, and we may not be able to accommodate dual monitors for both your home and faculty offices at this time.

Steps to take when returning to campus:

'Return to Campus'
questionnaire

All faculty and staff members are asked to complete this questionnaire prior to each shift/visit to campus.

Practice
physical distancing

When possible, stay two metres apart

Wear a non-medical mask/ face covering

Appropriate use
of non-medical masks

Wash hands
thoroughly and often

Handwashing tips

Avoid
touching your face

Esp. mouth, nose and eyes

Stay home
if feeling unwell

Absence Notification Tool

How do I receive OWL and Instructional Design support over the summer?

All OWL and Instructional Design consultations will be conducted remotely over the summer. We ask that you continue to use the Education Support Portal as a means to request assistance or to arrange one-on-one meetings with our Instructional Designers.

We are currently working to put additional supports in place to assist with converting Fall Term on-site courses to our online environment.