Organisation: Australasian College for Emergency Medicine
Job Title: eLearning Officer
Word Limit: 4 – 5 pages in total
Tertiary qualifications in a relevant Education/eLearning and/or Multimedia design discipline.
I have the following relevant tertiary qualifications:
Masters of Science (Network Systems), Swinburne University Technology, 2009
Bachelor of Science (Information Technology), Sri Lanka Institute of Information Technology,
Experience in the design, development and delivery of high quality online educational materials.
I have extensive experience in the development and delivery of online educational materials. I
previously held the position of Content Developer at the Royal Australian College of General
Practitioners (RACGP). The College provides evidence based education services to its members, an
extensive range of static resources, and coordinates a number of professional online networks and
forums. My role contributed to the production of e-Learning resources, including planning,
designing, creating, editing, formatting and testing this content. I worked closely with specialist
working groups, medical writers and designers, to plan and develop these quality resources, in an
integrated and collaborative manner.
Initially my role focused on the conversion of all the organisations eLearning resources, from a
non-SCORM compliant content authoring tool (Docent Outliner), into a compliant one, Toolbook.
This conversion allowed the College’s online learning content (all its eLearning products and
resources) to now communicate effectively with the Learning Management System (LMS). I also
gained experience programming new online learning activities from a storyboard into the new
content authoring system, Toolbook, and then publishing the e-Learning resources to the RACGP’s
LMS. The organisation utilises C-Netic as its LMS, an online learning platform similar to Moodle.
My other relevant experience in this position included editing audio and video in Adobe Premiere
and Adobe Media Encoder for suitable web streaming, and editing images in Adobe Fireworks and
Adobe Photoshop for online resources. I also coded HTML to display dynamic content in online
learning activities, and reviewed a wide range of resources to ensure quality, as well as logical and
pedagogically sound design. Another component of my role was to schedule and moderate real-
time interactive webinars, and to maintain live, online learning activities.
I gained extensive experience in all aspects of the development of online educational resources
across a broad range of formats, including videos, quizzes, interactive activities, webinars, forums,
and static resources. I ensured the highest level of quality of these resources and was committed
to making sure they supported an environment of learning excellence in the ongoing development
and maintenance RACGP members.
Ability to deliver eLearning materials for an online environment, such as a Learning
I currently am employed as the eLearning Support Administrator for RACGP, where I manage a
range of complex technical and user support functions and resource development activities. I also
undertake extensive liaison with and provide support to, College members.
Part of my role is to load eLearning materials onto the organisation’s LMS, C-Netic. I then
undertake user testing of the modules to ensure there are no technical problems with the
material, and that they are of a high standard. This includes being responsible for performing
initial user acceptance testing of all elements of the new eLearning products (from both a member
and a staff perspective), and undertaking quality assurance testing of the migrated data before the
site goes live. I also oversee all user access to the LMS, and the integration of its resources into
other platforms such as the Colleges main Customer Relationship Management database (IMIS),
and electronic record management system (TRIM).
The main function of my position though, is to provide user and administration support for all
RACGP online products and services, including GPLearning, Quality Improvement and Continuing
Professional (QI CDP), Check, the online exam system and iMIS. I provide user support to up to 50,
000 members and non-members across Australia and internationally. I deliver advice and
information to these clients on every possible issue, ranging from login and launch issues, through
to navigation and platform integration issues. The assistance I provide includes technical support,
training, troubleshooting, diagnosing, and the resolution of all issues in relation to any online
products and services.
I also contribute significantly towards the development of procedural documentation, information
packages and user guides that support the eLearning environment. This includes information for
our clients regarding the use of systems, as well as internal standard operating procedures for
technical and administrative staff.
Planning and organisational skills for effective time management across all eLearning projects.
Throughout my professional career I have had to manage multiple priorities, and meet set
deadlines in busy, service based environments. In my current role I am one of three help desk
support staff who provide assistance to up to 30,000 GP members, 12,000 non-members, and
several thousand overseas doctors.
On average I deal with approximately 40 emails per day, and around 50 phone calls. During peak
periods, such as exam times, this can increase to around 60 emails and 80 calls. In addition to
these duties, I have a number of administrator tasks to complete, including commencing new
users, as well as launching and testing responsibilities to fulfill. All of these duties have to be
completed by set deadlines to coordinate with other activities across the organisation. I have a proven
record in completing all these required tasks, and providing a quality, responsive client service in a
I also have experience delivering key projects within set time frames, and managing tasks to meet
regular deadlines. When I commenced as the Content Developer at RACGP I was part of a
multidisciplinary team dedicated to converting all the eLearning resources with a new Content
Management System, and to a new LMS, to manage all the resources. The team worked together
effectively and cooperatively to meet set time frames, communicating constantly and sharing
information to facilitate an integrated approach to project tasks. My role also incorporated the
development of hardcopy learning resources for publication in the Australian Family Physician and
Good Practice magazines. I had only limited time to format and quality check the materials prior to
their publication on a regular basis. There was no room for negotiation in relation to these tasks as
they had to be completed on time to meet set publication dates.
Excellent oral communication skills to effectively interact with a range of staff members
including Fellows, trainees, ACEM colleagues and external consultants.
I have excellent communication skills, and consider my ability to provide clear and concise l
information and advice to a wide range of clients one of my strengths. As mentioned in the
previous criterion, I provide a broad range of support to thousands of eLearning users in the
medical field, across Australia and overseas. Many of the GPs I provide support to have limited
technical skills, and struggle with the eLearning educational environment. For many of my clients
within Australia I have to provide extensive support and coaching in relation to the launch of
modules and activities, and navigation within the system.
A large percentage of these clients are also International Medical Graduates with varying language
and cultural backgrounds. This can mean that, in addition to a lack of comfort with IT based
learning, many of my clients have recently come from a non-English speaking backgrounds They
sometimes find the experience of utilising the system confusing and frustrating, and it is my role to
provide them with the assistance they need to successfully utilise these resources. I remain calm,
courteous and helpful, and ensure that I have understood their needs and requirements. I also
confirm that they have understood the information I provide to them, and that the key messages
have been successfully comprehended. Often I use varying formats, such as diagrams and charts to
present the information in a way that is more accessible, engaging and less “word heavy”.
When I respond to emails or phone calls I focus on providing a clear, concise response, shaped to
the client’s needs. I use my strong interpersonal skills to establish productive relationships with all
my clients, to understand their issues and concerns, so that I can anticipate and respond to their
My clients also include a range of Practice Management staff who have a range of different
requirements to medical staff. I provide a customised service to these customers as well, ensuring
that my service is tailored to their differing needs and circumstances.
I have also developed strong relationships with internal teams and colleagues, such as the IT
Team, technical experts, medical writers, content developers and medical educators. I establish
excellent internal partnerships with these stakeholders to ensure that we provide an integrated
approach to service delivery. With regard to the small team I currently work with, I listen to my
colleagues, share information with them, and treat them with respect and courtesy at all times.
As part of my role I also work with an external company that hosts the RACGP LMS system. Within
the RACGP I provide first and second level support in relation to the eLearning environment. The
external organisation manages 3 rd level support. In order to undertake my role effectively, I have
built a collaborative relationship with the provider, once again working closely with them to
ensure a quality client service to College members and other relevant customers.
Ability to collaborate well with others to deliver projects.
I have had significant project experience within the eLearning environment. As a Content
Developer I was part of a 10 person professional project team tasked with converting the online
education resources for the RACGP. The team included 3 medical writers, 2 designers and 5
The conversion procedure for such a large body of work was not a smooth process of transition
from Writer, to Designer, to Developer. Often modules, activities and resources had to be passed
back and forth between project members as errors were found, or difficulties encountered. It was
vital that we had a strong process of communication and collaboration to ensure that this was a
clear process. It also required that all team members have excellent organisational skills, and were
all clear about the status of items, who was currently dealing with them, and when they would
again move their way along the chain of development.
I also have experience working as part of a team to develop eLearning resources, and to load them
onto the LMS system. This development process also follows a similar procedure outlined above. I
have to work collaboratively with other members of the project team to ensure items are
completed and launched by the due date.
Another example is the three yearly review process of all materials that I participate in. Once
again, I have specific development and testing tasks that I have to complete in cooperation with a
range of other stakeholders, within specific time frames. The review process needs to completed
every three years to ensure the currency of the educational resources available, to in turn ensure
that GPs meet the ongoing professional learning and development requirements for their medical
Ability to support users of the eLearning system in a positive, professional and timely manner.
I always provide a friendly, helpful and timely service to my clients. I focus on what we are both
trying to achieve, that is a skilled workforce of medical professionals within Australia. I let this end
goal guide my interactions, and the support that I provide. As outlined in a previous criterion, I
provide extensive user support to thousands of clients across Australia and overseas. I have
consistently received positive feedback from clients and colleagues in relation to the quality of the
support I provide.
Competence with relevant computer systems and software:
I have excellent IT skills and tertiary qualifications, including a Masters of Science (Network
Systems) and a Bachelor of Science (Information Technology). My capabilities specific to the
systems and software mentioned in the job description are outlined below.
a) Ability to learn in-house Learning Management System (Moodle)
I have extensive experience in the use of the Learning Management System C-Netic, a similar
learning platform to Moodle. My use of C-Netic includes loading a range of eLearning modules
onto the LMS, and then undertaking user testing of the modules to ensure their quality, and to
confirm there are no technical problems with the material. I also oversee all aspects of access to
the LMS, including new users and password set up. Another duty I have in relation to the LMS, is
ensuring the integration of its resources into other RACGP systems such as iMIS and TRIM. It is also
relevant that I have completed a number of online tutorials on Moodle via lynda.com (an online
learning company that specialises in software skill development).
b) Ability to learn in-house Content Management Systems (Kentico)
While working as a Content Developer I was part of team that converted all of the RACGPs
eLearning resources from a non-SCORM compliant content authoring tool (Docent Outliner) into a
compliant one, Toolbook. This significant project was undertaken to allow the College’s online
learning content to be integrated effectively with the LMS. I also gained significant expertise in
programming new online learning activities from a storyboard into the new content authoring
system Toolbook, and then publishing the e-Learning resources to the LMS.
c) Intermediate to advanced level: MS Word, Outlook, Excel and PowerPoint.
I have strong skills with these products, and have regularly used PowerPoint to create slideshows,
Excel to analyse data, and Word to prepare correspondence. I also use Outlook on a daily basis to
manage emails and tasks.
Training/qualifications in Rapid Authoring tools and/or Multi-media software.
I have significant programming experience which has provided me with the skills required to
assemble media components (using a rapid authoring tool such as Adobe Captivate or Connect) to
create an application. During my professional career and tertiary studies, I have also gained
abilities in using multimedia software to undertake design functions for eLearning resources. I
have proven experience with Adobe Fireworks, Adobe Premiere, Adobe Media Encoder, Adobe
Photoshop, Adobe Dreamweaver, and Adobe Flash. This includes editing audio and video in Adobe
Premiere and Adobe Media Encoder for suitable web streaming, and editing images in Adobe
Fireworks and Adobe Photoshop for online resources.
Experience in the use of Learning Management Systems such as Moodle.
Please note my response to this under the Essential Criteria
Competence in the use and development of Content Management Systems such as Kentico.
Please note my response to this under the Essential Criteria
Skills in the use of Web 2.0 technologies.
I understand the use of Web 2.0 technology to allow users to interact and collaborate with each
other, creating user-generated content in a virtual community. I have coded HTML to display
dynamic content in online learning activities, and have scheduled and moderated real-time
interactive webinars, and maintained live, online learning activities.
Demonstrated competence in developing modules in Articulate Storyline or similar.
I have undertaken a number of learning modules in Articulate Storyline, including What is
Storyline?, Getting Started, Building Blocks, Getting Started with Characters, Adding Content to
Your Course, Developing Interactions, Creating a Custom Interaction Lab, Publishing Basics, Player
Design, Publishing Your Module, Creating Assessments, Simulations, Screen Recording, Lightboxes,
Layers, Triggers and States. In June I also plan to attend an intensive workshop on this software. As
mentioned in earlier criteria, I have graduate and post-graduate qualifications in IT, with capability
in programming. This would provide me with the skills needed to quickly gain competence in this
Experience in the field of education, preferably in medical education.
I have three years of intensive experience within the field of medical education. I have worked
extensively with eLearning production professionals in this field, including technical experts,
medical writers, content developers and medical educators, to develop a diverse range of
educational resources. These resources cover a broad range of formats, including videos, quizzes,
interactive activities, webinars, forums, and static resources. My experience has been within a
range of learning areas, including various types of surgery, and dermatology modules. I also have
extensive experience providing user support within the online medical education environment
across the areas of GPLearning, Quality Improvement and Continuing Professional Development,
and the online exam system.