Particularly in our elementary program, your at-home support is crucial for your success. The at-home support is called a learning coach, and you may hear your teacher use this term. Learning coaches are often parents, but your parent could also designate another family member or adult to be your learning coach. This person will work closely with you and your teacher. If you have any problems, you should talk to your learning coach first. Your learning coach will help you acquire materials needed, navigate in a class to get you started, or assist with an art project. Your learning coach will also communicate regularly with your teacher to discuss progress.
Your teacher will be sending you a welcome email as soon as you are enrolled. Teachers are best contacted by e-mail and will return communication within 24 hours. Your online teacher will be scheduling synchronous sessions with you on a regular basis. If you need assistance from your teacher before you meet online, then contact your teacher anytime you need help with an assignment or understanding course material. If you want to improve your grades or have questions about a grade you earned, your teacher will always be willing to talk to you.
Occasionally you may have technical difficulties or encounter a problem that neither your learning coach nor your teacher can solve. We have a telephone support help desk available for these types of problems from 8 am to 8 pm EST. Our toll-free support number is 1-866-705-5575. You can also reach our help desk by submitting a ticket online. When you submit a ticket, you will be able to track the progress of your ticket. After creating your first ticket, you will be sent an e-mail where a link is provided for you to join the system. If you decide to call instead, you will be asked to submit a ticket for tracking purposes (or one will be created for you).
While we expect that in most cases, your learning coach, teacher, and our help desk can solve most of your problems, you may need additional help. If you feel that your online teacher is not responding to you in a timely manner, for example, then you may need to reach out to an administrator. Contact the help desk and your concerns will be routed to the right person.