SPOC+Responsibilities

A core objective of this initiative and essential factor to year one success will be minimizing laptop/netbook and vendor application downtime. Management and prompt resolution of all circumstances related to instructional coaches, hardware, or vendor applications will require effective communication. Central office staff, iZone technicians, and schools must work collectively to address all situations that arise. Single Point of Contact (SPOC) is designated by principals as the point person responsible for the following tasks: · Attend regular SPOC training o The iZone school readiness team along with vendors will provide regular sessions for SPOCs on school readiness topics § Vendor application training will provide SPOCs with knowledge of application functionality, common technical errors, and basic troubleshooting steps o All schools must have at least one staff member go through this training program. · SPOCs will need to manage school-developed processes and provide direction to teachers and others in the day-to-day management of all aspects of this program. · SPOCSs must be the only conduit to the help desk, vendors, Central staff, etc. · Follow the Technical Support Procedure (outlined later in this document) to diagnose and support teachers with basic technical issues, including both hardware and application support · Conduct basic troubleshooting as day-to-day issues arise · Address basic vendor application functionality questions with support from vendor PD trainers and instructional coaches · Ensure device readiness on a day-to-day basis · Manage the process for all repairs, swap-outs, etc. · Work with iZone computer technicians as they work to respond to on-site support calls, time permitting Because this role is so critical to the program’s success, principals have been asked to free up significant amounts of SPOC time to manage this work.
 * Single Point of Contact (SPOC ** )