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FAQs about Service Levels

Scan the topics below for a quick answer to your question.  If the answer is not below, please contact STUDIO

If my course is "Service Level 1", how do I get help?

You have a choice!

  • Service Level 1 Checklist & resources - this is a tool to quickly review key things in your course before it starts
  • Submit a request for help online, including key details (e.g., link to course, start date, description of question/problem/request) and we will triage and respond as soon as possible.
  • Drop in to STUDIO (LIC 004) any time 8:00 - 4:30, Monday to Friday

How are courses assigned to a Service Level?

Program areas determine service level based on development need of the course, several months to a year or more prior to their start date. Here is a general sense of how courses "land" in one of the levels.

  • Service Level 1: These courses have run before, and can run again pretty much the same (with minor tweaks done by instructor, for example to readings). A course may be re/assigned to Level 1 if no instructor is available to work on 15 weeks before the start date; this ensures it will be ready to start on time.
  • Service Level 2: These courses have run before, and still require the expertise of an instructional designer to support intentional learning design or faculty development.
  • Service Level 3: These are typically new courses, with the longest development cycle (~6 - 16 months). An instructional designer is assigned to support learning design and the whole development timeline, beginning with Curriculum Committee support through to final quality reviews.

How are courses re-assigned from Service Level 2 to 1

There are typically two scenarios that lead to a change from SL2 to SL1:

  • Program requests the change (Manual change). Program Office alerts CTET Course Coordinator at least 12 weeks + 3 days before course start date (to get into the proper workflow and automated messaging of SL1)
  • Automatic change that occurs when no instructor information has been provided to CTET. If there is no instructor information in CTET's Agresso report at 12 weeks, the course is automatically assigned to SL 1. Course Coordinator and LT are notified to copy the course.

How are courses re-assigned from Service Level 1 to 2

A SL1 course is changed to a SL2 (always manually) if...

  • Program decides to reassign the course because there is a need for specific learning design support.
  • Program informs CTET course coordinator of the change by 12 weeks prior (i.e., before the work starts). CTET course coordinator then assigns additional CTET resources in ASW, and informs CTET management team re: resourcing implications

How can I tell what level a course is?

After program areas assign a service level to courses, this information is stored in Agresso (RRU's Student Information System) as a part of the CTET Course Schedule report. All program staff at RRU have access to view this report. Also, PAs listed as the program contact on each course will receive automated/standard messaging; these messages will also indicate which level the particular course is.