That is really the concern of the Teachers, not the support staff. They are paid to plan and account for grades and work out ways of improving them. We are here to support the staff in teaching and learning as best we can.
The job is to make sure the systems run as best as they can, and where possible suggest ways of improving it. Not to worry about X student getting the grade they need for that college course.
If a student or teacher asks me for help of course I'll do what I can to help within the scope of my job and my abilities. But it is not my job to ensure that his grades are met as expected, that is between the student and the teacher.
As well as introducing a helpdesk and/or fault reporting system, it would be useful to work with your SLT to introduce a Service Level Agreement or a set of expected timescales (a better description perhaps). If users are aware of the likely timescales involved in dealing with the different categories of requetst, they are less likely to complain. I have attached one that I prepared for my last school. This was well recieved by (most) users as it enabled us and them to manage their (and our) expectations.
Just PM'd you.
Originally Posted by Sam_Brown
I can understand some of what you say but other bits ... nope ... seriously wrong IMHO.
Originally Posted by Rydra
Whilst you may not care about whether the students gets the student gets the grades or the targets are achieved you can bet the school does, and that should be everyone in the school. You are not there just to make the systems work, but to make sure the systems are the right ones for the students to get the best grades.
If I was a medical room as a surgical technician and I made sure the room was a decontaminated and clean as it could be and so were all the instruments, but the surgeon suddenly needs a type #11 bladed scalpel but I only have #16s because both I and the surgeon know that he can still do the job with it, but it leaves a bigger scar ... yes, the patient may be saved but I am doing the job properly if I don't care about the size of the scar too?
As for doing favours ... yep, if it affects the school stuff it doesn't happen, but instead of saying the teacher will be grumpy (some staff, teacher or otherwise, will always be grumpy) explaining to the staff member that by doing them a favour you are not able to do x, y & z which is affecting T&L. I'd also still stick it on the helpdesk as you can use it to show how you are helping staff become more ICT literate.