Flex Elementary

Main Fax	407-513-3480
Main Email	[email protected]
Registrar Fax	407-513-3480
Registrar Email	[email protected]
Academic Advising – Home Education Students	Based on the grade level that the student is in, please submit an incident to the appropriate counselor. Refer to the FLVS website https://www.flvs.net/student-resources/flex/advisement*
County Virtual Students	All concerns outside of Technical Support for courses taken with the County Virtual Schools (Franchise) Please provide the contact information and offer to transfer based on the County Virtual School listed for the callers specific request. *Refer to the “Franchise” list in Service Now as well as your VSA Student Guide*
Homeschool processes and verification	*Please provide the contact information for the student’s school District and offer to transfer the call. District Home Education Contacts Refer to the following: HSV Process Home Education Guide Homeschool Resources
Customer Care Technician – Flex K-5	Jacqueline Jordan (Last resort after discussing with Supervisor)
Additional Resources	Resources Folder Policies and Procedures

This resource should only be used for Flex K5

For FLVS Full Time please click here FLVS Full Time Resources
For Flex 6-12 please click here Flex 6-12 resources
For Global please click here Global Resources

Flex Elementary - About Us (What is FLVS?)

What is FLVS? (About Us)

Please note this section is an informational section only, to resolve please use appropriate template as needed

FLVS is a public school choice providing elementary, middle and high school curriculum to Florida residents for FREE. All of our courses are fully online. FLVS, the district, and its schools are accredited by Cognia and Southern Association of Colleges and Schools Council on Accreditation and School Improvement (SACS CASI). SACS CASI is an accrediting division of Cognia. Our courses meet all of the Florida Standards. All public institutions within Florida must provide Florida families the option to choose FLVS for courses.
Flex and Home Education students who take courses with Florida Virtual School are not eligible to receive a diploma or GED directly from FLVS. However, students attending FLVS Full Time who follow a traditional, 180-day school calendar do graduate with a diploma. When enrolled as a student in Florida Virtual School Full Time, FLVS is considered your school of record. You take courses with FLVS, receive grades through FLVS, and graduate with an FLVS diploma .Read FAQs specific to FLVS Full Time on our website.

Public or private school students who take courses with FLVS to supplement or enhance their schedule have grades sent to their current school. Transcripts, report cards, and/or diplomas are issued by the public or private school according to your school’s policies and procedures.

Homeschool students who take some or all of their courses on a flexible schedule through FLVS Flex must be registered as a home education student in their district of record. Records are maintained by the school district and your parent/guardian is responsible for your curriculum. Homeschool students who fulfill all of their requirements are still considered a graduate even if they do not receive a traditional diploma. Always check with your local school district or the school in which you are registered to be certain of the specific graduation requirements that govern you. In some districts, there will be schools with requirements that vary from those of other schools.

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Flex and FLVS Full Time Differences - General Overview
The FLVS Full Time serves students in grades K–12. Students have a standard public course load (6 courses per semester for grades K-12). FLVS Full Time is a full-time, 180-day comprehensive public school and is open to Florida resident students in any district. Students must meet all public school requirements for attendance, graduation and standardized test participation. FLVS will be the student’s school district of record and students will receive a school report card and diploma from FLVS. For eligibility requirements please visit our web site https://www.flvs.net/full-time/more
Flex - Homeschool students who take some or all of their courses on a flexible schedule through FLVS Flex must be registered as a home education student in their district of record. Records are maintained by the school district and your parent/guardian is responsible for your curriculum. Homeschool students who fulfill all of their requirements are still considered a graduate even if they do not receive a traditional diploma. Always check with your local school district or the school in which you are registered to be certain of the specific graduation requirements that govern you. In some districts, there will be schools with requirements that vary from those of other schools.
- Website: https://www.flvs.net/homeschool
The difference between the FLVS Flex program and the FLVS Full Time is placement. The FLVS Full Time will only place students at the start of the semester and follows the traditional school calendar year. All students start and finish just as if they were in the public school. The Flex program is a year-round program where students can request and be placed in a course any time.
Both are great programs as they use the same curriculum and similar systems. The deciding factor would be whether you want your student to follow the traditional calendar year. If so, you would choose the FLVS Full Time as this provides the student with a more structured environment. If you prefer that your student have the ability to work year-round (including the summer) then you would choose the Flex program. Either option is completely your choice.
The FLVS Flex program provides courses for credit. We cannot become a student's school of record (or "base school"), nor do we provide a high school diploma. FLVS Full Time will be the student’s school district of record and students will receive a school report card and diploma.
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Program Differences - Flex and Florida Virtual Elementary School - K5 table breakdown

Please note this section is an informational section only, to resolve please use appropriate template as needed

	Florida Virtual Elementary School	Flex Elementary
Enrollment	Typically opens in spring for following school year; mid-year enrollment varies	Rolling year-round enrollment.
Public or homeschool?	FLVS is the public school of record	We serve homeschool, private, public and charter students
State Testing	Required and arranged by the FLVS Full Time team. The Florida Assessment of Student Thinking (FAST) assessments from Instruction. These are computer-based, progress monitoring assessments for K through Grade 10 that will provide real-time data to inform teachers of student progress throughout the school year. The FAST progress monitoring assessments will be administered three separate times per year: once in the fall (August-September), again in the winter (December-January), and lastly during the spring (May). Per statute, all public school students, including FLVS Full Time students, will be required to take the these assessments.	Optional and arranged by the district homeschool office
Parent-prepared student portfolio	Not required	Required in accordance with district guidelines
Student Records	School arranges	Parent arranges in accordance with district guidelines
ESE and Gifted	FLVS Full Time has ESE and Gifted staff available to provide some services and support to students as applicable. All services are provided online and may require daily support from a parent/guardian in the home setting.	Students must work with their district of enrollment/residence for any ESE or Gifted services. Flex ESE Specialists are available to help students receive applicable accommodations while taking courses at FLVS Flex.
Field Trips and Gatherings	Monthly themed community meet-ups and one annual schoolwide field trip located in a central Florida location are planned	Moved away from field trips in 2019-20: Meet ups (similar to FT Elementary)
Courses	4 core classes: math, science, ELA, and social studies, along with 2 specials courses chosen by the family	Parents can choose how many courses a student takes (one or up to 6)
Teacher Hours	8:30 am - 4:30 pm	8:00 am - 8:00 pm
Class Time/Live Lessons	4 days per week (Mon to Thurs)	Recommended but optional - Class Time is offered Tuesday and Thursday every week
Pace	Students must work on pace with the rest of the class. Acceleration is not recommended and enrichment is provided in other ways.	The Flex program requires the students work in each subject daily/weekly. The flexibility in Flex Elementary is within the day or the week. Students need to work daily/weekly to stay on pace

Program Differences - Flex and Florida Virtual Middle and High Schools - 6-12 Table Breakdown

Please note this section is an informational section only, to resolve please use appropriate template as needed

	Florida Virtual Middle and High Schools	Flex 6-12
Enrollment	Typically opens in spring for following school year; mid-year enrollment varies	Rolling year-round enrollment.
Public or homeschool?	FLVS is the public school of record	We serve homeschool, private, public and charter students
State Testing	Required and arranged by the FLVS Full Time team. The Florida Assessment of Student Thinking (FAST) assessments from Instruction. These are computer-based, progress monitoring assessments for K through Grade 10 that will provide real-time data to inform teachers of student progress throughout the school year. The FAST progress monitoring assessments will be administered three separate times per year: once in the fall (August-September), again in the winter (December-January), and lastly during the spring (May). Per statute, all public school students, including FLVS Full Time students, will be required to take the these assessments.	Optional and arranged by the district homeschool office
Parent-prepared student portfolio	Not required	Required in accordance with district guidelines
Student Records	School arranges	Parent arranges in accordance with district guidelines
ESE and Gifted	FLVS Full Time has ESE and Gifted staff available to provide some services and support to students as applicable. All services are provided online and may require daily support from a parent/guardian in the home setting.	Students must work with their district of enrollment/residence for any ESE or Gifted services. Flex ESE Specialists are available to help students receive applicable accommodations while taking courses at FLVS Flex.
Field Trips and Gatherings	Monthly themed community meet-ups and one annual schoolwide field trip located in a central Florida location are planned	Flex does not participate in field trips and gatherings
Courses	4 core classes: math, science, ELA, and social studies, along with 2 specials courses chosen by the family	Parents can choose how many courses a student takes (one or up to 6)
Teacher Hours	8:30 am - 4:30 pm	8:00 am - 8:00 pm
Class Time/Live Lessons	4 days per week (Mon to Thurs)	Recommended but optional -Dependent on the course
Pace	Students must work on pace with the rest of the class. Acceleration is not recommended and enrichment is provided in other ways.	The Flex program requires the students work in each subject daily/weekly. The flexibility in Flex Elementary is within the day or the week. Students need to work daily/weekly to stay on pace

Program Differences - Flex and Florida Virtual Elementary - Day in the Life K5

Please note this section is an informational section only, to resolve please use appropriate template as needed

Flex K5
Materials- No materials are required, as all learning materials are provided online. The only exception is that you will need art supplies dependent grade level if enrolled in the course. Flex Elementary students will be required to have a computer, internet and a working printer with a supply of printer ink. Some assignments will need to be printed out.
What classes- Parents can pick and choose what they want to take from our list of options, we offer the 4 core courses required for promotion as well as electives.
Time- Live Class times on Tuesdays and Thursdays from 9-11:15 for core courses - these times are encouraged but not required. All classes are recorded.
How courses work- Students use their planner to see what the week's work includes and they choose what days and times they will work - that is the flexible part of our program. Students are expected to turn in work every week in every course to remain active and prevent withdrawal.
Testing: state or district testing/assessments are not required for home education program students.
Florida Virtual Elementary
Materials- No materials are required, as all learning materials are provided online. The only exception is that you will need art supplies dependent grade level if enrolled in the course. Florida Virtual Elementary students will be required to have a computer, internet and a working printer with a supply of printer ink. Some assignments will need to be printed out.
What classes- One math, one Language Arts, one Science, one social studies and two electives. (Spanish, Computer Science, PE and Art – chose 2).
Time- 8:30 am -4:30 pm is when teachers are available, as needed via call, text, or email. Students have access 24/7. Live lessons/class time are recorded. Student attendance is expected, and they should make every effort to attend. These take place between 9:00am and 12:00pm, Monday through Thursday. If the student cannot attend, we ask that the parent or learning coach reach out to the teacher to obtain a link for a recording. Afternoons are designated independent work time. We do not anticipate students working that late into the day, however this is dependent upon the students grade level. Most students will work on independent work for 1-2 hours in the afternoons.
How courses work- Like a virtual text book, student goes through reading materials online and then completes assignments based on what has been learned. Assignments, work time, and printing vary by grade level and course. The time it takes for students to complete assignments will vary by child as well. Students will likely be spending 1-2 hours on independent work daily. Assignments vary- multiple choice quizzes/exams, short answer questions, discussion-based assessments (test over the phone with each teacher 1-2 times per semester), essays, etc. Live lessons support learning and help students dive deeper into the material and get started on assignments as a class. Teacher supports by keeping in frequent communication with student and parent, alerting them if there are any concerns and providing one-on-one support as needed.
Testing: The Florida Assessment of Student Thinking (FAST) assessments from Instruction. These are computer-based, progress monitoring assessments for K through Grade 10 that will provide real-time data to inform teachers of student progress throughout the school year. The FAST progress monitoring assessments will be administered three separate times per year: once in the fall (August-September), again in the winter (December-January), and lastly during the spring (May). Per statute, all public school students, including FLVS Full Time students, will be required to take the these assessments.

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Program Differences - Flex and Florida Virtual Middle and High Schools - Day in the Life 6-12

Please note this section is an informational section only, to resolve please use appropriate template as needed

Flex 6-12
Materials- No materials are required, as all learning materials are provided online. The only exceptions are that you will need to purchase your own guitar if enrolled in the Guitar elective, a camera is you are enrolled in the Photography elective, Art supplies for M/J Visual Art 1 & 2, and perhaps a novel for an English class (the teacher will provide more info on that and there are online reading options available for those unable to purchase a novel) as well as a microphone for live lessons.
What classes- Classes vary based on the student's academic history and graduation requirements.
Time- Live lesson times are dependent on the course(s) taken by the student and are recommended but not required as they are all recorded.
How courses work- Like a virtual text book, student goes through reading materials online and then completes assignments based on what as learned. Assignments vary- multiple choice quizzes/exams, short answer questions, discussion-based assessments (test over the phone with each teacher 1-2 times per semester), essays, etc. Live lessons support learning and help students dive deeper into the material and get started on assignments as a class. Teacher supports by keeping in frequent communication with student and parent, alerting them if there are any concerns and providing one-on-one support as needed.
Testing: state or district testing/assessments are not required for home education program students.
Florida Virtual Middle and High Schools - 6-12
Middle School
Materials- No materials are required, as all learning materials are provided online. The only exceptions are that you will need to purchase your own guitar if enrolled in the Guitar elective, a camera is you are enrolled in the Photography elective(can use phone), Art supplies for 2D and 3D art, and perhaps a novel for a Language Arts class (the teacher will provide more info on that and there are online reading options available for those unable to purchase a novel) as well as a microphone for live lessons. Webcams are required.
What classes- One math, one Language Arts, one Science, one social studies and two electives.
Time- 8:30 am -4:30 pm is when teachers are available. Students have access 24/7. Live lessons for core classes take place between 9:00-12:00 (end time could vary based on core course) M-Th and elective live lessons are between 1:00-3:00. Core classes meet for live lessons (which are highly encouraged but not required) 2X per week, while elective live lessons occur usually 1X per week. On Fridays, additional supports are offered when needed for students like Sharks WIN (What I need)-invite only session to help students get caught up or EOC and FSA study sessions(later in the school year). Some teachers offer open office hours or crew tutoring sessions. These vary throughout the year and from crew to crew.
How courses work- Like a virtual text book, student goes through reading materials online and then completes assignments based on what as learned. Assignments vary- multiple choice quizzes/exams, short answer questions, discussion-based assessments (test over the phone with each teacher 1-2 times per semester), essays, etc. Live lessons support learning and help students dive deeper into the material and get started on assignments as a class. Teacher supports by keeping in frequent communication with student and parent, alerting them if there are any concerns and providing one-on-one support as needed.
Attendance/Weekly Submissions: Middle school students are required to complete assignments weekly which will fulfill the students attendance requirement.
Testing: The Florida Assessment of Student Thinking (FAST) assessments from Instruction. These are computer-based, progress monitoring assessments for K through Grade 10 that will provide real-time data to inform teachers of student progress throughout the school year. The FAST progress monitoring assessments will be administered three separate times per year: once in the fall (August-September), again in the winter (December-January), and lastly during the spring (May). Spring testing and EOCs are conducted at the students locally zoned school. Per statute, all public school students, including FLVS Full Time students, will be required to take these assessments.
High School
Materials- No materials are required, as all learning materials are provided online. The only exceptions are that you will need to purchase your own guitar if enrolled in the Guitar elective, a camera is you are enrolled in the Photography elective, and perhaps a novel for an English class (the teacher will provide more info on that and there are online reading options available for those unable to purchase a novel) as well as a microphone for live lessons (Webcams are not required but they can be used).

What classes- Classes vary based on the student's academic history and graduation requirements
Time- Teachers are available from 8:30 am -4:30 pm. Students have access 24/7. Live lessons for core classes are 2x per week and electives are 1x per week, attendance is not required but encouraged. The students schedule will determine their live lesson scheduling.
How courses work- Like a virtual text book, student goes through reading materials online and then completes assignments based on what as learned. Assignments vary- multiple choice quizzes/exams, short answer questions, discussion-based assessments (test over the phone with each teacher 1-2 times per semester), essays, etc. Live lessons support learning and help students dive deeper into the material and get started on assignments as a class. Teacher supports by keeping in frequent communication with student and parent, alerting them if there are any concerns and providing one-on-one support as needed.
Attendance/Weekly Submissions: High school students are required to complete assignments weekly which will fulfill the students attendance requirement.
Testing: The Florida Assessment of Student Thinking (FAST) assessments from Instruction. These are computer-based, progress monitoring assessments for K through Grade 10 that will provide real-time data to inform teachers of student progress throughout the school year. The FAST progress monitoring assessments will be administered three separate times per year: once in the fall (August-September), again in the winter (December-January), and lastly during the spring (May). Spring testing and EOCs are conducted at the students locally zoned school. Per statute, all public school students, including FLVS Full Time students, will be required to take these assessments.

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Flex (Part Time) v. Flex (home education - all courses)

If callers have questions about the differences between taking up to 3 courses as a public/private school student versus taking up to 6 courses as a Flex home education student.

Please refer them to:

School Options

When school is not affiliated with FLVS and caller is wanting to take courses, grades 6-12, please escalate to CCR queue.
When school is not affiliated with FLVS and caller is wanting to take courses, grades K-5, please escalate to FLEX K5 queue.

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Flex Elementary - Contact Information

Media Inquiries
ServiceNow Template: Media Inquiry
Steps to Resolve:
For all media inquiries, including requests for interviews, sound bites, quotes, and information on news releases, annual report, research, FLVS Executive Team and Board of Directors, please direct callers to flvs.net/news.
Probing question: “Are you looking for information on FLVS news releases, annual report, research, or FLVS Executive Team or Board Members?”
- If “Yes”
- Please visit flvs.net/news
  - If “No”
- Are you looking for information on setting up an interview with an FLVS staff member?
  - If “Yes”
    - Please contact our Media Relations Department at [email protected], or go to flvs.net/news to find our contact information
Resolution:
Completed Service Now ticket using appropriate template.
Template must be filled out completely.
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Request Teacher Information
Service Now Template: Teacher Contact Info
Steps to resolve

Probing Question/Script: “Have you already completed your welcome call?”

If “yes”
- Please provide the teacher contact information from within the course **not the VSA contact information**
If” NO”
- Inform the parent that a welcome call will be provided to go over the specifics of the child courses and expectations.
- If parent is requesting immediate service, please assign to Jacqueline Jordan in the Flex K5 queue.
Resolution:

Submit Request teacher information ticket in Service Now. Resolve ticket if teacher information was provided.

Template must be filled out completely
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Request School Counselor Information
Service Now Template: Academic Advisement

Assignment group: School Counselors
Subcategory(Must select one):

Academic Advising/Student Support - English

Academic Advising/Student Support - Spanish

*Please note- Academic Advisement template should only be used if student is currently enrolled and has an account. Inquiries regarding students without an account should be submitted on Program Questions- Flex K5- Potential templates.

Steps to resolve

Probing Question/Script: “May I ask the reason for the request?”
- Create a Service Now ticket including all the student’s information and the reason for the request.
- Assign the Service Now ticket to the elementary support team (Use FLVS website to obtain counselor assignment -
  https://www.flvs.net/student-resources/flex/advisement)
- Advise parent they will receive a follow up within 24-72 business hours
Resolution:

Submit Request Guidance Information incident

https://www.flvs.net/student-resources/flex/advisement

Template must be filled out completely
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Service from Teacher
Service Now Template Used: Service from Teacher

Steps to resolve

Probing Question/Script: “Have you already spoken with the teacher about your concern?”

If “yes”
- Submit a ticket to the Flex K5 queue to Jacqueline Jordan
- Tell the parent they will receive a call within 24-48 business hours.
- If course is being taken through the County Virtual/Franchise, transfer to Franchise (Looks like this)
Service Now Template Used: Program Questions FlexK5 - Current- resolve

If” NO”
- Provide the teacher contact information from within the course **not the VSA contact information**
Resolution:

Submit Service From Teacher template in Service Now. Resolve ticket if teacher information was provided. Assign to Flex K5 queue and Jacqueline Jordan

Template must be filled out completely
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Marketing Inquiries - 3rd Party Inquiries (Not for Global)

Service Now Template Used:Marketing Inquiries

Steps to resolve: Marketing Inquiries

Establish who the caller is and what, if anything they are attempting to sell to FLVS or if they are interested in a partnership.

Resolution:

Completed service now ticket using appropriate template.

Escalate to the CCR Queue

Template must be filled out completely

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Learning Team Meeting Request
Service Now Template: Learning Team Meeting Request

Steps to Resolve

Families calling regarding these concerns should be escalated to Flex K5 queue and Jacqueline Jordan

Parents can request a Learning Team Meeting for the following:
- Grade level change
- Multiple grade levels in a school year
Attendees:
- Home Educator
- Guidance Counselor
- Teacher
- Administrator
Resolution:

Completed service now ticket using appropriate template.

Template must be filled out completely
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Flex Elementary - Courses

ClassTime/Direct Instruction Requirements

Please note this section is an informational section only, to resolve please see Program Questions (Flex) or other appropriate sections for assistance.

Flex –
Core Courses availability - Tuesday and Thursday from 9:00-11:15

Specials availability - Tuesday and Thursday 11, 1:30 and 4:00pm

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Course Approval/Verification
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

This section is for informational purposes only and should be resolved or escalated as – Course Request to the Flex K5 Queue - Jacqueline Jordan as needed

Steps to resolve:

FLVS has no access to district records, thus cannot verify course selections.

During the School year:

Does student attend a public or private school?
- Approvals - Public or Private School - School Counselor and/or school administrator
Summer Inquiries:

Approvals:

Parents / Students must contact their local school for the pending course verification.

Note: A Principal, Assistant Principal or School Counselor on staff during the summer may provide verification.

If no one is available at the school due to summer closures, parents may contact the district School Counselor for assistance.

HOME EDUCATION STUDENT - year round
- Approvals - Home Education - Parent/Guardian
Verify they already have a Parent/Guardian Account.

**Please explain to parent to upload Proof of Residency before they approve course(s) if they have not already done so**

IF THEY HAVE A PARENT/GUARDIAN ACCOUNT:

Login to your account at www.flvs.net > LOGIN > FLVS Flex

Once logged in:
- Scroll down right above the course boxes
- Click the blue button [APPROVE]
- Then in the pop-up window click “all course semesters”
- Approve.
Once the parent verification is provided registration is complete.
- Student will be assigned to teachers once placement begins on the preferred start date.
IF THE PARENT DOES NOT HAVE A PARENT/GUARDIAN ACCOUNT:

Create a parent account if you don’t already have one: https://vsa.flvs.net/Registration/GuardianApplication.aspx?pageID=141&AID=273&fn=Apply-for-Parent-Guardian-Account
- You will need your student’s username and password to create the account
- Be sure to write down your username and password
Once logged in:
- Scroll down right above the course boxes
- Click the blue button [APPROVE]
- Then in the pop-up window click “all course semesters”
- Approve.
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Curriculum Changes Questions (B.E.S.T. Standards)

This section is for informational purposes only and should be resolved or escalated as Program Questions to the FLVS Part Time - K5 - Queue - Jacqueline Jordan as needed

Please read verbatim to callers
Florida Virtual School follows all Florida curriculum standards. The Florida Department of Education (FLDOE) accepted the Florida B.E.S.T. (Benchmarks for Excellent Student Thinking) Standards for English Language Arts (ELA) and Mathematics for grades Kindergarten-12. We have updated our curriculum to align with the new standards. For information on the B.E.S.T. standards, please visit www.fldoe.org/standardsreview.

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Curriculum
Please note this section is an informational section only, to resolve please see Program Questions or other appropriate sections for assistance.

All courses meet Florida Standards

Core Courses: ELA, Math, Science, and Social Studies

Special Area Courses: Art, Spanish, Computer Science and PE
- All elementary curriculum is the same regardless of delivery model. (Flex or Full Time)
- All courses include multiple DBA’s (Discussion Based Assessments) and other evaluation methods used to verify successful completion of the course.
- Students are engaged in real world experiences and applications to help make meaningful connections to the standards.
- Custom Interactives are embedded in the courses to provide students with multiple exposures to content and opportunities to practice the skills taught within the lessons.
- State Seat Time limitations - Individual to student
- 14 day seat time minimum
- 4^th and 5^th grade students can take M/J courses
- All courses have embedded text readers
- All courses have a pre- and a post test to use with students to determine proficiency
- Getting Started videos are available on flvs.net/elementary
- Printing and uploading is required for some assignments.
- Pace chart – 18 weeks traditional pace
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Maximum number of courses

Please note this section is an informational section only, to resolve please see Program Questions Flex or other appropriate sections for assistance.

Flex - up to 6 courses (4 core, 2 specials)
Public, private and charter may take up to 3 courses with school approval.

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Request to Change Preferred Start Date (PSD) - FLEX K5 ONLY
Service Now Template: Request to Change PSD

Please note that FLVS Flex counselors cannot assist with this concern, please follow the Flex k5 specific procedures below accordingly
Steps to Resolve
- Probing Question:
  - Is the caller listed on the account?
  - Why do you want to change your Preferred Start Date?
  - What date would you like to change it to?
    
    Policy and Procedure
- Response Time: Explain to the Student/Parent that an email will be sent within 24 to 48 business hours, confirming the changes have been applied.
- Check VSA to view the Preferred Date selected
  - In VSA under Cumulative Academic Report, click on the course to view the course information
  - If student is taking course with the County Virtual/Franchise – transfer to Franchise (Looks like this)
- If student is taking course with FLVS (looks like this)
- Check the Preferred Start Date
- Confirm the date listed with the caller
- Please confirm Course Availability before submitting incident
- Move to closing
Resolution
Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Only 1 incident is necessary for these requests
-Template: Request to Change PSD (Template must be filled out completely)
-Assignment group: Flex K5 Queue - Jacqueline Jordan

Note: The Preferred Start Date requested by the Student/Parent cannot be the same date that the call was received.
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Flex Elementary - Enrollment

Course Request Concerns (Add/Drop) - Flex K5 ONLY
Service Now Template - Course Request Concerns - Flex K5 ONLY

Steps to Resolve

How to Enroll - Elementary

New User:

Walk caller through Flex K5 enrollment process How to Enroll - Elementary and course requests.
- If unsuccessful, please escalate to IT - App Services
Existing User:
- Escalate using Course Request Concerns- Flex K5 ONLY template and assign to Jacqueline Jordan in the Flex K5 Queue.
*Must include all courses, grade level and segments applicable.

*Must include county of residence.

Common Scenarios: (Probe to determine concern.)

Are you experiencing any error messages?
- Maximum Course Limit (error message)
- Unable to Enroll in Next Grade Level due to age (error message)
*Does not apply to Kindergarten or 1^st Grade

If caller is attempting to enroll student in Kindergarten or 1^st grade, please probe the following:

Did your student turn 5 (Kindergarten) or 6 (first grade) after September 1st?

Please refer to the below resource for information regarding age requirements for incoming kindergartners and first graders.

Flex K5 Age Requirements
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Denied Choice
Service Now Template Used:Denied Choice
Steps to resolve:
- Probe student/parent for description of issue
- Has the caller stated the counselor denied their course request? (Probe but utilize supervisor if needed)
- Have you already spoken to your school based counselor? (Yes, move to resolution - No, contact school based counselor)
- Has the caller stated they were denied choice? (move to resolution)
- Is the caller currently enrolled at a Charter school? (Please contact supervisor)
Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller and filled out in their entirety)

Use Flex K5 Counselors to assign to the appropriate counselor by county.

Template:Denied Choice

Assign to: School Counselors
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Enrollment Status Update
Service Now Template Used: Enrollment Status Update/Request to Change PSD
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

Steps to resolve:
Check in VSA to determine if the student is taking the course through the County Virtual/Franchise
If Yes- Transfer to the County Virtual/Franchise

If No-See below

Is this a scholarship student? (Check Cumulative Academic Report for PLSA Effective Date: Yes xx/xx/xxxx

How to identify a Scholarship student

If no:

Continue support below

If yes: Scholarships

For Physical School Students
- Verify that the course is has been approved.
  - If not, refer the student to their guidance counselor at the physical school.
- If the course has been verified
  - Click on the course to check the preferred start date.
  - Notify the student of the preferred start date and that placement does not begin until this date. (Standard is within 72 hours of PSD and up to 14 days during peak times)
- - Submit ticket to change PSD if requested
For Homeschool Students
- Verify the student has uploaded a POR document please refer to the POR Job Aide
  - If not uploaded, provide directions on uploading
  - If uploaded, please refer to the POR Job Aide
- Verify the student has completed the HSV process
  - Under the academic profile scroll to the bottom to ensure the HSV has been verified.
    - If the HSV has not been verified, inform the parent that they will need to submit a Letter of Intent at their county and provide them the contact information.
    - If the parent has already completed the letter of intent and has the verification letter from the county, they can submit it via email to [email protected] or fax to 407-513-3480 or upload using the direction in the HSV Process
- If the HSV is processed
  - Check the cumulative academic report to verify the parent has approved the course.
  - If the parent has not verified the course, they will need to verify them through their parent guardian profile (If no profile, provide instructions)
- Check the Preferred Start date
  - Click on the course to check the preferred start date.
    - Notify the student of the preferred start date and that placement does not begin until this date. (Standard is within 72 hours of PSD and up to 14 days during peak times)
- - Submit ticket to change PSD if requested
Verification of Student Courses Status (All Student types)
- Pull up student in VSA and look at the “Cumulative Academic Report”
  - If courses are listed, verify Status of courses
    - If “CR” Status
      Advise Parent they need to login to the parent account and verify the courses
    - IF “CRC” Status
      Advise Parent they are awaiting teacher assignment (Standard is within 72 hours of PSD and up to 14 days during peak times)
- - If courses are not listed or there is no account in VSA
    - Advise parent to register child using the elementary registration system
      “Public School Students”
- Pull up student in VSA and look at the “Cumulative Academic Report”
  - If courses are listed, verify Status of courses
    - If “CR” Status
      Advise Parent they need to contact the public school they are attending to have the school approve the courses
    - IF “CRC” Status
      Advise Parent they are awaiting teacher assignment (If this is during peak enrollment then assignment will not begin until classes start)
  - If courses are not listed or there is no account in VSA
    - Advise parent to register child using the elementary registration system
Resolution:
Completed Service Now ticket using Enrollment Status Update template/Request to Change PSD

Escalate to Flex K5 - Jacqueline Jordan
Template must be filled out completely
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Update Account Information
Service Now Template: Update VSA Account

Subcategory(Must select one):
Update Grade Level(If you update)
Update Academic Profile(DO NOT update, families must update)
Update Student Profile(if you update)
Steps to resolve:
Probing Question: “What changes would you like to make on your account?”
Example of Reasons: Phone Number, Physical School, Grade Level, Email, County, Guidance Counselor etc.
If a student has a ‘Shell Account’ with too little info to verify anyone, and no course requests or history, please see KB0020533 for instructions on how to assist further.
Reminder: You are unable to make updates to the Student Academic Profile, Parent/Guardian Account, Student Name or Date of Birth.
Changes are permitted for: Phone Number, Grade Level, Email, Race & Ethnicity and Physical Address.
Before you can make changes you must first "Unlock data"
- After verifying the student/parent/guardian listed on the account navigate to the Student Profile page
- At the bottom of the Student Profile page click blue the UNLOCK DATA button
- Make the necessary changes necessary.
- You may get a pop up asking if you want to use the address as entered or the suggested one. Use the one that is correct according to the user
- The page will reload and the changes will now be saved
To Update Address please obtain the following from the caller listed on the account:
1. The address you are wanting to update the existing address to?
2. Is the new address the primary address?
3. The current address listed on the student’s account is “insert current address listed,” did you want to remove this address from the student’s account or keep it as a secondary address
4. Once update is complete click confirm data and save
To Update Race/Ethnicity, please obtain the following from the parent listed on the account:
1. Which section is needing updating?
2. What is the update?
3. Once updated click confirm data & save.
- Home Ed families ONLY - If address change results in a new county; advise parent to contact current district and inform them of change; parent must also reach out to new district and submit a new notice of intent; once this step is complete parent must fax processed document to registrar at 407-513-3480; Failure to comply may result in dropped courses
To Update Phone Number please obtain the following from the caller listed on the account:
1. What type of phone number is this? (cell, home, etc)
2. If cell - do you wish to accept texts from teachers?
3. Whose phone number is this or any other descriptive notes
4. Once update is complete click confirm data and save
To Update Email Address replace the student email address and hit confirm data & save.
To Update Grade level replace the students graduation date with the correct information, hit confirm data & save.

Updating your Parent/Guardian Account
Please log into your parent account to update your information and follow the steps below:
- Log onto your parent account which will direct you to the student dashboard
- Click the Menu (The three white lines on the top left hand side of the page)
- Click "EDIT YOUR PROFILE"
- Update outdated information
- Click save button in the bottom right hand corner of the page
- Resolution: Service Now Template: Update VSA Account resolved in agent name with signature
INFORMATION such as NAME changes or misspelled, incorrect DOB and Legal custody (adding or removing a parent/guardian, etc); Please refer to Request to Change Legal Information
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Setting up a Parent/Guardian Account

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

This section is for informational purposes only and should be resolved or escalated as – Updated VSA Account Template to the Flex K5 Queue as needed

New Parent/Guardian Account:

https://vsa.flvs.net/Registration/GuardianApplication.aspx?pageID=141&AID=273&fn=Apply-for-Parent-Guardian-Account

•       An additional window will open and ask “Do you have a Parent/Guardian username and password already?”

•       Select “No” and click “Submit”

•       Log into the student account

You will need your student’s username and password to complete this process

Existing Parent/Guardian Account:

https://vsa.flvs.net/Registration/GuardianApplication.aspx?pageID=141&AID=273&fn=Apply-for-Parent-Guardian-Account

•     An additional window will open and ask “Do you have a Parent/Guardian username and password already?”

•       Select “Yes” and click “Submit”

•       Log into the parent/guardian account

•       Under “Student Records” – click on “Add Another Student”

The page will refresh and ask to enter the student’s login information to connect the two accounts.

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New Student Enrollment
Service Now Template: Enrollment/Registration

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

This section is to be used for new account creations ONLY, not new course requests - if there are concerns/issues with course requests please use:

Course Request Concerns (Add/Drop) - Flex K5 ONLY

Steps to Resolve:
Probing Questions/Script:
- Which FLVS program are you interested in?
  - Flex Elementary – Continue below
  - FLVS Full Time – FLVS Full Time Resources
- How old is your student?
  - A student enrolling in Kindergarten must be 5 years old on or before September 1 in the school year for which he/she is enrolling.
  - A student enrolling in first grade must be 6 years old on or before September 1 in the school year for which he/she is enrolling and have successfully completed Kindergarten.
  - View more information about these requirements - Florida Statute 1003.21.
  - IEP Students remain eligible for educational services through the end of the school year in which they become 22 years old
- What grade level is your student in?
- Grades K-5 (Flex Elementary)
- Have you ever had any other children attend FLVS is the past?”
- IF “Yes”
  - Search for the previous student to find the parent portal information
  - Provide the parent the username, reset password as needed
  - Walk the parent through creating the account for the elementary child then assist with walking them through adding the student to the existing parent portal.
  - Check VSA for the elementary student to ensure the parent portal is attached to the child’s account successfully.
- If “No"
  - Go to Flex K5 Enrollment Page and walk the parent through creating the student and parent portal for the elementary student
  - Check VSA for the elementary student to ensure the parent portal is attached to the child’s account successfully.
  - Once the parent guardian account is created and all children are linked to the account. Advise the parent to use the elementary registration system. Each of their children should be listed in the drop down. If they are not, you will need to go back and help them link the missing student.
  - Verify that the registration has occurred with the parent by checking the “Cumulative Academic report” in VSA.
Policies and Procedures:
- Provide information on FLVS options (FLVS Flex and/or FLVS Full Time)
- Provide the website (www.flvs.net) for detailed information
- Provide assistance with creating an account or selecting courses.
Issues with registration:
1. Ensure they are using Google Chrome
2. Ensure they are using a Desktop or Laptop
3. Pull up Student’s account in VSA to verify that the account was created correctly.
  - If unable to locate account in VSA, please check A&R then FOCUS
Homeschool New Student Enrollment: Maximum 6 courses
- Educate the Parent on the process of enrolling with the Homeschool District Office
- County Virtual/District/Franchise enrollments - HSV (Please use HSV Process) must be submitted to FLVS.
- Proof of Residency must be submitted to FLVS - please refer to POR Job Aide
- FLVS Flex enrollments - Parent will have to approve the course(s) through the parent/guardian account and confirm they have enrolled with the homeschool office and provide information on parent/guardian account.
- Provide the Registrar’s email or fax for submission of the Homeschool Verification
- If the Student is enrolled in a Public/Private or Charter School, advise the Parent to withdraw from current school, so that they can enroll with the Homeschool District Office
- Provide the Homeschool District Office contact person’s name and phone number
Physical School New Student Enrollment: Maximum 3 courses
Course Verification:
- Courses must be verified by the Physical School Counselor
Resolution:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Template: Enrollment/Registration
- Assignment group: Flex K5 - Jacqueline Jordan
If a help ticket must be escalated for further assistance and student does not have an account. Please use:
- Service Now Template Program Questions – Flex K5 – Potential Student
- Assignment group: Flex K5 - Jacqueline Jordan
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Reinstatement Request
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

DO NOT ASSIGN TO IL CONCERN QUEUE- Flex K5 ILs do not monitor this queue.

Steps to Resolve

NEVER PROMISE OR IMPLY REINSTATEMENT!!! Standard response time is 24 - 48 business hours.
- Probing Question/Script: “May I please have the name of the course?”
- In VSA
  - “Upper Left Menu Option”
  - “Student Records”
  - “Cumulative Academic Report”
- Verify course status and who the course is through
  - If course is being taken through the County Virtual School/Franchise
    - Transfer to Franchise Franchise Contact Information
If student is taking the course with County Virtual School (Looks like this)
- Inform parent/student that the county uses our system but provides their own administration and rules, so to be reinstated, they will have to contact the County Virtual School
- Provide franchise phone number and offer to transfer Franchise Contact Information
- Service now ticket: Franchise template (RESOLVE)
If course is being taken through FLVS

NAc (less than 2 weeks)
Unable to get ahold of teacher
W/WP/WF or NAc over two weeks (within 30 days)
- Cumulative Academic report,
  - Click on the name of the course
  - Bottom left corner look for the withdraw date
  - Provide the teacher contact information in the course **Not in VSA** and offer to transfer
  - If the caller does not have access to teacher contact information - DO NOT PROVIDE Teacher Contact information in VSA, User "Student Reinstatement Request" template to submit incident to Jacqueline Jordan under the Flex K5 assignment group.
  - Advise student/parent reinstatement is not guaranteed
  - Resolve if caller does not need teacher contact information
W/WP/WF or NAc - greater than 30 days

Please remember.

Check Contact log for reason for withdrawal (do not inform family of contact log details)
- If POR is listed as reason please use the POR job aide to assist the caller (Do not escalate to IL of the course)
- POR Processes
  - If POR is not the listed reason for withdrawal please use below references to assist caller
- If the caller does not have access to teacher contact information - DO NOT PROVIDE Teacher Contact information in VSA, User "Student Reinstatement Request" template to submit incident to Jacqueline Jordan under the Flex K5 assignment group.
- Advise student/parent reinstatement is not guaranteed
GUIDE TO TICKET CREATION
- Template must include each course, grade level and applicable segments.
- Maximum number of tickets per student- 3
1. Core courses - Math, Science, Social Studies and Language Arts (1 ticket)
2. Special Areas - Computer Science, Art and Physical Education (1 ticket)
3. Spanish (1 ticket)
*Computer Science is now a Special Area Course.

*Spanish will now require its own ticket.
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Teacher Request/Specific Teacher Request
Service Now Template: Service from Teacher

Steps to resolve

Probing Question/Script: “How can I help you today?”
- Probe reason for call
- Confirm course, start date and/or whether student is assigned to a teacher
  - If student is assigned to a teacher
    - Obtain proper notes
    - Include detailed notes into the incident
    - Move to Closing
  - If student is in CRC status at time of call
    - Submit a Program Question and assign to the technician that corresponds to the program question template used
    - Include detailed notes into the incident
  - If student is in CR status at time of call - Inform caller that they need to contact us again once student has obtained approvals
Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

Template: Service from Teacher

Assign to Flex K5 queue and Jacqueline Jordan
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Withdrawal Request
Service Now Template Used: Withdrawal Request or Program Questions - Flex K5 - Current

DO NOT ASSIGN TO IL CONCERN QUEUE- Flex K5 ILs do not monitor this queue.
Physical school counselors are allowed to call to request withdrawal. IL will reach out to the parent/guardian for confirmation.

Steps to resolve
“Ask the parent for the reason for the withdraw”
Course Status
- If student is taking course with the County Virtual/Franchise – transfer to Franchise Franchise Contact Information
Please note the processes below differ between CR & CRC and CA & A

CR & CRC **Must be on 1 ticket and include ALL course names, segments and PSDs**
- Submit Program Questions – Flex K5 Current ticket to Flex K5 queue - assigned to Jacqueline Jordan
CA & A
- Submit Withdrawal Request to the Flex K5 Queue and Jacqueline Jordan
Note: The 14 day grace period starts the day the segment, 1 or 2, moves from CA to A for Active.

Resolution:
Complete Service Now Ticket the appropriate template.

GUIDE TO TICKET CREATION- WITHDRAWAL REQUEST
- Template must include each course, grade level and applicable segments.
- Advise the parent they will receive a follow up within 24-72 business hours
- Maximum number of tickets per student- 3
- Core courses - Math, Science, Social Studies and Language Arts (1 ticket)
- Special Areas - Computer Science, Art and Physical Education (1 ticket)
- Spanish (1 ticket)
*Computer Science is now a Special Area Course.
*Spanish will now require its own ticket.
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Proof of Residency (Flex ONLY)
Proof of Residency
- Required for all Home Education and Private school students taking FLVS course ONLY (If caller has recently changed from Public/Charter to Private/Home Education this will be required)
- Proof of Residency is NOT required for Public, Charter or Franchise students (This includes Virtual Instruction Programs)
- POR is only required to be verified one time. Once POR is verified, students will not have to re-verify POR, however, if a student’s POR was verified in June 2020 or before, they will have to re-verify POR.
POR FAQ Page

Homeschool Students - If the student’s POR is NOT verified, parents can approve courses, but the course will not move to a CRC status until their POR document has been submitted and verified. Once POR is verified it will move to CRC and onto being placed with an instructor. Course will move to CRC status overnight after POR is verified.
Private School Students - Required to have their POR approved prior to being placed in a course. Once POR is verified it will move to CRC and onto being placed with an instructor. Course will move to CRC status overnight after POR is verified.

Agents are required to check if a student’s POR is verified on their Academic Profile. If POR is NOT verified, remind families to upload Proof of Residency documentation before approving courses moving forward. If a student’s POR was verified in June 2020 or before, they will have to re-verify POR.

Students logging into VSA will be prompted to upload an approved residency document (list provided in VSA).

If the student is not prompted to upload their approved residency document (list provided in VSA) upon logging into VSA, please follow the steps provided below
1. Login to the student’s VSA account
2. Click on the menu bar at the top left-hand side of the page
3. Click “Student Records”
4. Click on “My Documents”
5. Click on “Upload Files” tab
6. Click on “Choose File”
7. Select files to upload
8. Once file is chosen, please click “Attach”
  - If parent is receiving the “Upload Status: No files have been uploaded.” message, please advise them to complete steps 9-10 for their document to successfully attach.
9. Caller will be asked to enter the following information (please note that all fields are required)
  - Enter Title = POR
  - Select all document types in this file = Proof of Residency
  - Comments = Parent can type in whatever they feel is necessary for us to know, but if they have no comments they can put “N/A,” the type of document (ex. Driver’s License, Phone Bill, etc.), or “Proof of Residency.”
10. Once done click the “Save” button at the bottom of the page
All POR documents should be uploaded to the student's account. If the family has multiple students, POR will have to be uploaded to each individual student’s account. Please advise caller that they upload their document(s) using a desktop or laptop computer.

Caller is having trouble uploading their POR document

Agent should ALWAYS walk the caller through the process of uploading their document. If the caller continues to have trouble uploading their document, agent should upload the document on the caller’s behalf to troubleshoot. Agent should advise caller that the document will be reviewed by POR Team and if anything further is needed, POR Team will be in contact.
If agent is unable to upload the caller’s document, or is receiving an error message (usually 413 error), please use the following resolution:
Resolution: Complete Service Now Ticket using the appropriate POR Template (All incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue

***Note: POR does NOT have a fax/fax number. The ONLY ways POR documents get to the POR Team is if it is uploaded to the student’s account or emailed to POR Inbox directly***
Service Now Template: POR Flex K5, POR Flex 612 or Flex Shared Domicile Form
Steps to Resolve:
Students/Parents must submit ONE document from from list of acceptable proof of residency documents.

Students must have valid proof of Florida residency to be eligible for enrollment.

All documents must be dated within 30 days from course registration or newer, must be in the name of the parent/guardian listed on the student's account, and include the current home address associated with the student’s account.
Please be advised that the address listed on your student’s account and your proof of residency document must be a residential address and NOT a P.O. Box or commercial address.

Approved Documents

Rule of thumb - if it's not on the list, it is not acceptable.
- Current Parent/Guardian Florida Driver’s License or Florida Identification Card
- Vehicle Registration (must be dated within 12 months)
- Utility Bill - Gas, water, sewage, electric, cable/internet or home/cellular telephone bill (must be dated within 60 days)
- Property Appraiser Tax Statement
- Lease agreement including signatures, name of lessee, and contact information
- Mortgage Statement
- Homeowner’s Insurance Statement (must be dated within 12 months)
- Automobile Insurance Statement (must be dated within 6 months)
Military orders along with one of the following documents:

-DD Form 2058
-State of Legal Residency Certificate
-Leave and Earning Statement (LES)
-Defense Finance and Accounting Service (DFAS) Form 702

Shared Domicile Form

If the caller states they do not have anything from the Approved Documents please submit a ticket to the CCR Queue so they can be sent a Shared Domicile Form. (notate this in the notes - do not change the description) Please be sure to enter the correct subcategory based on grade level of student.

Please inform caller that the Shared Domicile Form must be provided along with ONE of the acceptable proof of residency documents in the name of the individual that the family is residing with and must be notarized. FLVS does NOT notarize Shared Domicile forms; this must be independently completed by the family.
Homeless Families
Never ask if a family is homeless!

If and ONLY if the caller mentions that they are homeless, ask the family if they can provide ONE of the following documents:
- Copy of signed/completed letter of intent to home school on Florida district form
- Florida hotel/motel bill showing extended dates of stay dated within 30 days of enrollment matching parent/guardian name on account
  - Note: Airbnb/Vrbo are considered vacation homes and a luxury, therefore, reservation confirmations and/or reservation receipts from these companies or any other vacation home rental companies are not acceptable.
- Florida RV/campsite receipt showing extended dates of stay dated within 30 days of enrollment matching parent/guardian name on account
- Letter on shelter letterhead stating student names, date of birth and that the family is now staying in the shelter dated within 30 days of enrollment
- Completed and notarized shared domicile form with documentation of proof of residence in the name of the person the family is staying with dated within 30 days of enrollment
McKinney-Vento
Never ask if a family is McKinney-Vento!

If and ONLY if the caller mentions that they are McKinney-Vento, please use appropriate POR template, mark as high priority, and escalate to CCR Queue.
Address Confidentiality Program
If a caller’s address is protected under the Address Confidentiality Program, they will have to provide their confidentially card issued by the State/Federal Government; this card will satisfy the POR requirement (please note that the information listed on the card must match what’s listed on the student’s account)

Questions regarding Submissions

Caller has questions regarding if we received their uploaded POR document (Agent should walk them through performing the following):
- Click the menu in the top left hand corner of the page
- Click student records
- Click My Documents
- Click View to view list of uploaded documents (will be categorized as Proof of Residency or the document type)
Caller wishes to know if their POR document has been verified:
- Click the menu in the top left hand corner of the page
- Click student records
- Click Academic Profile
- Scroll down to Proof of Residency (If not verified past 10 day window please escalate to CCR, if before the 10 day window please resolve)
If POR was verified in June 2020 or before on the Academic Profile, the family will have to re-verify POR; they will have to submit a new POR document.
Caller wishes to know why their POR document has not been verified:
Agent should check the student’s contact log first to see if parent/student have been contacted about POR document before escalating. If they were contacted, please advise parent why their POR document was rejected.
Caller is requesting for a submitted POR document to be deleted
Please ask caller to specify which document they wish to be deleted if they’ve uploaded multiple documents (include details in work notes). Note that if the document was used to verify their student’s POR, we won’t be able to delete it.
Resolution: Complete Service Now Ticket using the appropriate POR Template (All incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue

POR Reinstatement Request

If Homeschool or Private School student was withdrawn due to Lack of POR or lack of verification (see above screenshot)

Agents should view the Contact Log to determine if the withdrawal is due to POR verification and can view the course Enrollment History to determine if the withdrawal is due to POR verification.

Each course needs a separate incident

Resolution:
Use POR Reinstatement Request K5/6-12 templates
Template must be filled out completely
Escalate to CCR Queue

Approvals for Proof of Residency take between 5 to 10 business days during non-peak, these time frames will increase during peak months and after holidays for FLVS staff.

Resolution:

General Questions on POR: resolve on proper template
Questions on Invalid Documents: escalate to CCR queue

Template must be filled out completely.

Military Families
For military families who have additional questions and/or concerns regarding POR, please use the following resolution:
Resolution:
Complete Service Now Ticket using the appropriate POR Template (All incidents must be completed in the NAME of the caller)
Assignment Group: School Counselors and Assign to Amy Lagrasta
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Acceleration and Remediation

Service Now Template Used: Acceleration and Remediation

*Please note- Acceleration and Remediation template should only be used if student is currently enrolled and has an account. Inquiries regarding students without an account should be submitted on Program Questions- Flex K5- Potential templates.

Steps to resolve

Example Question:

My child was taking a course last year that was one grade level higher than his/her current grade level. Will he/she be able to continue taking higher level courses next year too?
Flex – Please escalate to Jacqueline Jordan(Flex K5 queue)

Resolution:

Complete Service Now Ticket using Acceleration and Remediation Template

Template must be filled out completely

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Military Families

Service Now Template: Program Questions - FlexK5 - Current or Program Questions - Flex K5 – Potential

This section is for informational purposes
Any children of military personnel who are in good standing in their Florida school district (including public, private, or homeschool students) may take courses with FLVS Flex. Children of military families who are permanent Florida residents currently residing outside the state may take FLVS courses free of charge by registering as homeschool students with their Florida district of record or by enrolling in our full-time public school option, FLVS Full Time. Military families residing outside of Florida with no established Florida residency are not eligible to take free courses through FLVS Flex or FLVS Full Time, but may enroll in our tuition-based option, FLVS Global School.
Resolution:
Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: School Counselors and Assign to Amy Lagrasta

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Transition from Home Education back to Public School
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly
This section is for informational purposes only and should be resolved or escalated to the Flex K5 Queue as needed

Service Now Template: Program Questions - Flex K5 – Current

1-Students are advised to complete any active FLVS Courses prior to end of summer (Suggested Date: August 10th) or semester change date (check with district on date)

2-Parent MUST Officially Withdraw the student from the District Home Education Office

The district homeschool office MUST release the student from the county homeschool program so the new school can fully enroll the student.

3-Update the student account to name of local school.

Login to student account.

On top blue tab click “Student Records” >> “Academic Profile”.

Change Home Education >>TO>> name of the School, and click Save.

>>This allows the school to retrieve your Final Grade Transcripts once a class is completed and from older completed courses.

>>IF the student in the future needs to take an online class - - they may use this same account.

4-Go Register into the local school.

IMPORTANT: Students returning to public school may choose to complete any active online class(es). Be sure to inform the school counselor so the online class is NOT duplicated on their at-school schedule.

5-Order the FLVS Transcript
An Official FLVS Transcript may be requested for home or new school via our website at: http://www.flvs.net/myFLVS/counselor-office/Pages/TranscriptRequest.aspx
When using the Parchment system to request your Transcript, be sure to select “Florida Virtual School” as the high school transcript you want sent out.

To view an instructional video please visit: https://www.youtube.com/watch?v=vb8su7ph6jU
Resolution:
Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

Assignment Group: Flex K5 Queue - Jacqueline Jordan and escalate if caller needs further assistance, otherwise resolve.
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Transition from Physical School to Home Education

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

This section is for informational purposes only and should be resolved.

Service Now Template: Program Questions - Flex K5 – Potential

If Physical School student wishing to take courses with Flex as Home Education student:

If your student is no longer attending a traditional school, you will need to contact the Home Education Department at your local school board district and register him/her as a homeschool student; this is also where you obtain the Homeschool confirmation letter. You are bound by the guidelines set forth by your district in compliance with homeschooling which may include but is not limited to maintaining a portfolio and completing a student's annual evaluation.

For more information on Homeschooling your student please visit: https://www.flvs.net/homeschool

1.Student will need to create an account at flvs.net (if account exists in VSA please inform them of how to update the Academic Profile)
2. Request courses, and send the homeschool verification document. Students may begin requesting courses but we will need a Homeschool Confirmation Letter on file as well as Parent Approvals.
3. Upload Proof of Residency documentation to student VSA account
4. Parent Approvals – Parents will need to set up a Parent Account, log in, and approve your student's courses online.

If Physical School student is wishing to enroll in FLVS Full Time:
If enrollment is open: https://www.flvs.net/full-time/enrollment?source=signupModal
If enrollment is closed: Refer to Flex

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Dashboard Message
Service Now Template Used: Dashboard Message

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

Steps to Resolve:

Probing Question/Script:
- Course approval and/or verification - see Course Approval/Verification job aide
Homeschool Verification is Missing
- Advise student/parent of the HSV Process or direct to website www.flvs.net/homeschool/resources
- Advise that the district will either upload the HSV to our system, or will provide them with the HSV letter
- Advise student/parent if they receive the letter, they will need to submit it to FLVS. HSV Process
- Provide Registrar e-mail address ([email protected]) and fax number (407) 513-3480 or upload directions available on the HSV Process job aide
- Provide districts phone number from the HSV Process job aide and offer to transfer
- Move to Closing
Awaiting Classroom Availability
- In VSA, select “Upper Left Menu Option”, “Student Records” then the “Cumulative Academic Profile”
- Click on the course name; verify preferred start date.
- Advise student/parent of course placement process.
Proof of Residency:

Ensure caller has already uploaded a Proof of Residency document.
If not, provide directions on how to do so using the POR Job Aide

Notes:

The student will be placed with the parent acknowledgement of the HSV during the parent approval process if the courses are through FLVS Flex.

The student will not be placed if the course requests are through the Franchises and is still missing the HSV regardless of the blue audit button/parent acknowledgement.

Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve; escalate if caller needs further assistance
If resolved, add your signature to the close notes.
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How to enroll - Flex K5

The below steps can be provided to families

Please note that the Flex K5 enrollment process is different than the Flex 6-12 process

1.Visit flvs.net and click “Enroll” in the top right navigation

2.Enrollment pop-up window:

•Select “Grades K-12” next to FLVS Flex

3.How to enroll page:

•Select “Enroll in K-5”

4.Registration portal:

•If you have an existing parent account, click
“Returning Students”

•If not, click “New Student”

5.Provide student details and select courses:

•Select your child’s school type

•Select your child’s county

•Select your child’s school name

•Select your child’s course(s)

•Click “Add Course(s)”

6.Select start date and review course selections:

•Select start date

•Review list of courses for both semesters

•Click “Save & Continue”

7.Sign Media & Directory Release:

•To opt in, sign and click “Save & Continue”

•To opt out, click appropriate boxes and click
“Save & Continue”

8.Review parent commitment statements:

•Check the “I Agree” box

•Click “Save & Continue”

9.Follow the prompts by selecting:

•How you heard about us and reasons for taking
these classes

•Click “Save & Continue”

10.Verify course selections:
•Review course selections

•To sign up for more, click “Add Additional Course(s)” and follow the same process

•Click “Continue Registration”

11.Provide parent/guardian and student details:
•Complete all the fields under Parent/Guardian Details and Student Details

•Select the appropriate boxes under Race and Ethnicity (Required by the Florida Department of Education)

•Click “Save & Continue”

12.Confirm entered data:
•Review parent/guardian and student information

•Click “Confirm & Continue”

13.Submit your registration:
•Review course selections

•Click “Submit Registration”

14.Add another student (if applicable):
•If you need to register another student, click “Sign Up Another Student” and follow the same process

15.Complete your registration:

•To finalize registration, Florida Residency must be verified and your child’s courses must be approved

•Click “Login to FLVS” and follow the steps listed in the email (Email sent to parent/guardian email address input during registration)

•Florida residency (homeschool and private school only):

•Upload proof of residency document (list of approved documents will be provided

•Course Approval:

•Homeschool: parent approval.

•Public, Private, or Charter School: school approval

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Flex K5 M/J Course Requests
Service Now Template - Course Request Concerns - Flex K5 ONLY

Steps to Resolve

How to Enroll - Elementary

New User:

Walk caller through Flex K5 enrollment process How to Enroll - Elementary and course requests. User account must be created for their current grade level (K-5)
- If unsuccessful, please escalate to IT - App Services
Existing User:

Walk caller through Flex K5 enrollment process How to Enroll - Elementary and course requests for the current grade level.

Example - 5th grade student wants 6th grade math must request 5th grade math and must escalate

Please note all instances with existing users must be escalated to Jacqueline Jordan using the Course Request Concerns- Flex K5 ONLY template to the Flex K5 queue

**Note - courses that need to be added must be included in the ticket so they can be manually added**
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Flex Elementary - ESE, 504, Special Accommodation Concerns

ESE, 504, Special Accommodation Concerns
Service Now Template: ESE Flex

Students with disabilities or impairments enrolled in FLVS Flex must work with their district of enrollment to receive any necessary ESE services, related services, evaluations, annual reviews, re-evaluations, and initial eligibility determinations.

All students at FLVS have access to many accommodations that naturally occur in the virtual setting. FLVS may be able to provide additional accommodations per a student’s IEP or Section 504 Plan if the accommodation(s) is/are applicable to the online educational environment. Some accommodations may not be possible to implement in the online educational setting.

Students/families are encouraged to communicate regularly with their teachers at FLVS Flex to determine whether the virtual educational environment can appropriately meet the needs of the student.

Steps to Resolve
- Information
  1. When the parent calls requesting information in regards to ESE students including information regarding IEP and 504 plans.
  2. ESE Team e-mail: [email protected]
  3. ESE Team Fax: 407-377-8186
Complete Service Now Escalation/Ticket template:ESE Flex
- - Make sure to provide all of the student’s contact information to include
    - Student Grade Level
    - Phone
    - Email address
    - Parent Name
    - Username
-Assigned to:ESE Queue
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ESOL, ELL & Translation

Service Now Template: ESOL/ELL Translation - Flex

Steps to Resolve

If a user calls with questions regarding ELL/ESOL/Translation for an FLVS Flex K5 student

Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

Assigned to: Flex K5 group

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Flex Elementary - Expulsions

Expulsions

This section is for informational purposes only - please escalate to the School Counselors queue and assign to Amy Lagrasta

If a parent/student calls and mentions expulsion, pre-expulsion or alternative placement please refer to the below information:

Page 16

https://www.flvs.net/docs/default-source/district/student_parent_handbook.pdf?sfvrsn=50be7a2a_28

Expulsion

If a student has been expelled from a public school, the superintendent of the district may request that said student be enrolled in FLVS. Only requests from the Superintendent or his/her designee will be considered.

Students who have been expelled from a Florida public school and who subsequently attempt to enroll in FLVS as either a homeschool student or through enrollment in a private school program may be denied access to FLVS.

FLVS reserves the right to deny enrollment depending on the nature of the misconduct that resulted in the student being expelled. All placements will be made on a space available basis. All requests shall be made to the FLVS Regional Counselor and approved by the Director of Instruction.

FLVS reserves the right to, at its sole discretion, place the student in an alternative placement online classroom to complete his/her courses.

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Flex Elementary - Franchise/County Virtual School

Franchise Support
Service Now Template: Franchise Program or Technical Issues Template
- Is this a Technical issue?
  - Yes: Proceed to assist user by doing standard browser and system troubleshooting and documentation, escalate if necessary. (Technical Issues Template)
  - No: Please inform caller the course(s) are being with the county virtual school and will need to contact them directly. (Franchise Program)
    https://www.flvs.net/florida-school-solutions/county-virtual-schools
Transcripts can be provided for courses taken with both FLVS and the student's county virtual school.
Do not escalate all other non-technical concerns -resolve and have them contact their Franchise directly
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Franchise Transfers
Transferring course(s) from a Franchise to FLVS and FLVS to Franchise:
- Advise family of the following if they wish to Transfer their enrollment:
  - Franchise - contact District to initiate Transfer to Flex Franchise Contact Information
  - Flex -Contact Teacher to initiate Transfer
  - Full Time - Contact Homeroom teacher
Franchises and FLVS work together to complete the transfer process.

If they wish to apply for Full Time follow Full Time Enrollment Closed or Full Time Enrollment Open
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Flex Elementary - Program Information

HSV Process
Service Now Template: HSV Escalation

Steps to resolve:

Probing Question/Script:

Is the Student taking the course through the County Virtual School (Franchise) or FLVS?

FLVS Flex

Ask the parent: “Have you contacted your district to register your student as a homeschool student?”

YES
- Once the courses are approved the placement process will begin
Note: Flex K5 parent/guardian accounts are created during enrollment - unlike Flex 6-12

NO
- Contact the school district office and advise they want to home school. (Homeschool District Contact numbers)
- File the letter of intent with the school district to obtain the Home School Verification (HSV) letter from them (if they provide it, not all districts do)
- Parent needs to log in and approve the courses in VSA on the Student Dashboard page logged in as the parent (they can do this at anytime after requesting the classes)
- Courses will not be assigned to a teacher until the parent has approved the course
FLVS will place the student without documentation from the county. Parents still need to ensure the child is registered with the district home education office within the county they reside in.

County Virtual School (Franchise)

The student will not be placed if the course requests are through the Franchises and is still missing the HSV regardless of the blue audit button/parent acknowledgement.
- Have the parent contact the District Home education office and submit their notice of intent.
- If they have received the signed HSV please have them fax it to 407-513-3480, scan and email to [email protected] or upload to My Documents in VSA. If they prefer to upload the document, please have them follow the steps provided below:
- Click on the menu bar at the top left-hand side of the page
- Click Student Records
- Click on My Documents
- Choose files to upload
- Upload file as HSV/LOI
- If the parent has already submitted the form to FLVS and it has been more than 72 hours please submit a ticket for follow up.
Resolution:

Complete Service Now Escalation/Ticket (All incidents must be completed in the NAME of the caller)
- Assignment group: CCR Queue and resolve; escalate if the caller requires further assistance
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Laptops

Please note this section is for informational purposes only and should be resolved

Service Now Template: Program Questions Flex K5 (Current/Potential)

If families are having trouble meeting technology requirements please follow below:
FLVS provides laptops to students who have been enrolled in FLVS for at least one year and, due to financial hardship, do not have a laptop to support their academic performance. Please note this is subject to availability.
If enrolled (1 year or more) families are having trouble meeting technology requirements please use the below:
Please direct anyone who calls inquiring about a laptop to the following webpage:

https://www.flvsfoundation.org/programs/student-access-and-achievement/laptop-learner-program
Resolution:

Complete Service Now ticket (All Incidents must be completed in the NAME of the caller)

Assignment Group: Flex K5 Queue and resolve, if escalation is needed please assign to Flex K5 queue and Jacqueline Jordan and include reason for escalation.

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Program Questions - Flex K5

These families will be calling with questions regarding the Flex program. Please use your resources to assist and escalate if necessary.

Elementary Information

Flex K5 FAQs

**Current Student(Student has an existing account)

Service Now Template Program Questions – Flex K5 – Current Student

Steps to resolve

Assist Caller with their questions using resources

Escalate if necessary to Flex K5- Jacqueline Jordan

Resolution:

Complete Service Now Ticket using Program Questions – Flex K5– Current Student

Template must be filled out completely

**Potential Student (Student does not have an account)
Service Now Template Program Questions – Flex K5– Potential Student

Steps to resolve

Assist Caller with their questions using resources

Escalate if necessary to Flex K5- Jacqueline Jordan

Resolution:

Complete Service Now Ticket using Program Questions – Flex K5– Potential Student

Template must be filled out completely

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Student Clubs and Activities
Service Now Template: Program Questions - Flex K5 - Current or Program Questions - Flex K5 - Potential

Steps to Resolve:

If caller is referring to clubs or other student activities first direct them to website, escalate Mae Martin - CCR Queue if necessary

https://www.flvs.net/student-resources/clubs-activities/clubs

All students have access to elementary activities
- 100 Days of School
- Vocabulary Parade
- Clubs
- Field Trips
- Guest speakers.
Resolution:

Completed service now ticket using Program Questions Template.
Assignment Group: CCR Queue and resolve; escalate if the caller requires further assistance
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Supplemental Materials (Ancillary/Skill Building)
Please note this section is an informational section only, to resolve please see Program Questions Flex K5 or other appropriate sections for assistance.

Steps to Resolve

Please direct questions regarding Skill Building to the Flex K5 queue and Jacqueline Jordan

Please direct all username and password questions for these services to the students teacher

Flex - available through the Media Center.
- K-2 Reading: Squiggle Park
- 3-5 Language Arts: Dreamscape
- K-5 Math:Prodigy
- K-5 Coding: Scratch
- 3-5 Florida Standards Assessment Resources
- K-5 Typing Club
- K-5 Follett Library - eBooks
- K-5 Flocabulary
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Time Requirements

Please note this section is an informational section only, to resolve please see Program Questions (Flex/Full Time) or other appropriate sections for assistance.

Grades K-3 - 20 hours per week or 720 hours per year.

Grades 4-12 - 25 hours per week or 900 hours per year.

**Homeschool students - advisable to develop a program using a similar time frame.

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Virtual Media Center

Please note this section is an informational section only, to resolve please see Program Questions (Flex) or other appropriate sections for assistance.

Please direct all username and password questions for these services to the students teacher

A variety of library books, tutoring support and recordings are available through the Media Center for students, parents and teachers to access.

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Age Requirements - Flex K5 Only

This section is for informational purposes only and should be resolved or escalated to the Flex K5 queue using Program Questions - Flex K5 - potential as needed

· A student enrolling in Kindergarten must be 5 years old on or before September 1 in the school year for which he/she is enrolling.

· A student enrolling in first grade must be 6 years old on or before September 1 in the school year for which he/she is enrolling and have successfully completed Kindergarten.

View more information about these requirements - Florida Statute 1003.21.

Kindergarten and Grade 1 students whose birthday falls after September 1st.
Cannot enroll until July of that school year (start of FLVS new fiscal year). (Example: turned 5 or 6 after Sept 1 of this school year cannot start until July of this year)

New Florida Residents with special circumstances

Kindergarten or 1st grade coming in from outside the state of Florida** Escalate these to Flex K5 - Program Questions - Jacqueline Jordan

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Gradebook/Course Materials/Portfolios Home Education families

This section is for informational purposes only and should be resolved.

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

It is the home school family’s responsibility to keep a portfolio as they move through a course.

This means they are printing grade book, work samples, etc throughout the course.

Once the final grade is issued, the family does not have access to the course.

Once course is complete, they can request a transcript.

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Extra-Curricular Activities

Please send the following link to students and parents asking about utilizing sports or other non-credit extra-curricular activities at their locally zoned school
https://fhsaa.com/

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Flex K5 Tutoring Support

Service Now template - Tutoring Support
Subcategory - Flex Tutoring
Please have caller contact their teacher so an official request for Tutoring can be submitted on their behalf.
Please resolve incident

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Flex Elementary - Records, Legal Inquiries and Forms

Legal Records Request or Student Verification
Service Now Template Used: Legal Records Request
Steps to Resolve:
State/Department/Government Agencies requesting student records
- Please inform the caller that they will need to fax or email a Records Release to the Registrar
- Provide the email address and/or fax number
[email protected] and/or 407-513-3480

Student Education Verification Records(escalate to CCR)
- Please inform the caller that they will need to fax or email a Records Release to the Registrar
- Provide the email address and/or fax number
  - [email protected] and/or 407-513-3480
Deliver a Subpoena or legal documents
- Provide FLVS physical mailing address provided below
  Legal Records Department
  5422 Carrier Drive, Suite 201
  Orlando, Florida 32819
Note: Anyone requesting records without a student release or subpoena/records request will not be provided any information.

Resolution:
Complete Service Now Escalation/Ticket (All incidents must be completed in the NAME of the caller)
Template: Program Questions - Flex
Please note: Do NOT enter the student’s personal information (i.e. UN/PW or any legal info) in the Description box. Enter that information in the Work Notes.
State: Active
Assignment Group: CCR Queue
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Transcript/Record Inquiries - Flex K5 Only
Service Now Template: Transcript (Change Assignment group to Flex K5 - Jacqueline Jordan)
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

Home Education FAQs
Steps to resolve:
Probing Question/Script: “Is it for the Official or Unofficial transcript?”
Official
Did you try requesting your transcript online at www.Parchment.com or ?
- If NO:
  - Direct student/parent to Parchment’s website
  - Advise parent/ student once on the website they would have to create an account with Parchment
  - The cost for the FIRST request is FREE. Each additional request afterwards is $5.00
  - Ensure student is selecting the correct location for the request to be sent
  - Standard mail - 5 to 7 business days
Transcript Update
Service Now:
Template: Transcript
Must include Close Notes and signature
Click Resolve Incident
· IF “YES but, placed on HOLD”
· Verify the following with caller:
- Name
- Date of birth
- If it does not:
  - have the caller update the information in parchment
- Submit a Service Now ticket to the Flex K5 Queue for processing
Unofficial
- Have caller login to VSA:
  - Select “Upper Left Menu Option with the three lines”
  - “Student Records”
  - “Cumulative Academic Report” tab
  - Scroll all the way down to the “Completed course section”
  - “Print official transcript”
  - Transcript will print
ALWAYS walk callers through these steps, DO NOT hit “Print official transcript”. Caller must click that button
Transcripts can be provided for courses taken with both FLVS and the student's county virtual school.
FLVS does not place completion date on our transcripts.

We are not the school of record.

Homeschool students can complete the completion affidavit on our website or be directed to their home education office for more information.

Resolution:

Complete Service Now Ticket using appropriate template.
Ensure ticket is completed fully and assigned to the correct group or resolved as needed.
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School Official/Physical School Personnel Support
Service Now Template: School Official/District Personnel

Steps to resolve:

Probing Question/Script: “Are you with the student or parent?”

YES
- Probe for the reason of the call
- Ask to speak with the student/parent
  - Pull up account & verify account
  - Verify counselor is listed on Academic Profile
- Assist with reason for call.
NO
- Probe for the reason of the call.
- Ask for student information
- In VSA Select “Upper Left Menu Option”, “Student Records” then the “Academic Profile”
  - Verify the counselor is listed in the school’s counselor section
  - Verify counselor email address
- Ask them to login to ensure they can enter
- Assist with reason for call
  - If any information on account or courses needs to be requested, inform school official that they must inform the student to make appropriate changes
- If school official is calling outside of individual student needs provide DRM contact number.
- If school official is calling to request records for the student please have them submit a Records Request on their letterhead to [email protected] or 407.513.3480. (DO NOT ESCALATE)
- If password related please support
Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

Assignment Group: Flex K5 Queue and resolve unless caller requires further assistance and escalate to Jacqueline Jordan.
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Proof of Enrollment - Flex K-5

Service Now Template: Proof of Enrollment FlexK-5

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

Steps to resolve:

Probing Question/Script: "Are you a public, private or home education student?"

Public/Private
Please have the caller contact the school of record for the student to obtain Proof of Enrollment

Home Education

Complete incident obtaining all information, including where the caller wishes the Proof of Enrollment to go (email address).

FLVS Flex is not the school of record.

Resolution:

Complete Service Now Ticket using appropriate template.
Assignment group: Flex K5 and Jacqueline Jordan

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Request to Change Legal Information
Service Now Template: Request to Change Legal Info
Assignment Group: CCR Queue
Let the caller know documentation must be submitted before change occurs on any of the following:
Adding/Removing a Parent or Legal Guardian, Acceptable Legal Documentation:
- Birth Certificate
- Court Documents
Date of Birth Corrections, Acceptable Legal Documentation:
- Birth Certificate
- Government Issued ID
- Passport
- Court Documents
Name Change or Corrections, Acceptable Legal Documentation:
- Birth Certificate
- Government Issued ID
- Passport
- Court Documents
Unable to Verify Account, Acceptable Legal Documentation:
- Birth Certificate
- Government Issued ID
- Passport
(Does not apply to shell accounts. If a student has a ‘Shell Account’ with too little info to verify anyone, and no course requests or history, please see KB0020533 for instructions on how to assist further)
Resolution:
Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
Assignment group: CCR Queue
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Flex Elementary - Scholarships

Scholarship Placement
For scholarship families awaiting placement – Agent should check the student’s contact log first to see if parent has been contacted regarding scholarship invoice/status before escalating. If they were contacted, please advise the parent why their student is awaiting placement.
**If parents have additional questions outside of what’s listed in the message on the contact log, please escalate ticket.
Contact Topic: PLSA
Subject: Private Pay
Message (examples below):
- Sent email to parent, Parent pay awaiting payment for FLVS invoice 503-XXXXX
- Uploaded document in SUFS, awaiting approval for FLVS invoice 502-XXXXX
- Sent email to parent, Scholarship ID inaccurate requested ID FLVS invoice 503-XXXXX
- Sent email to parent, insufficient funds for FLVS invoice 503-XXXXX
- Parent verified termination date. (Date scholarship should be removed from the student’s account.
Service Now Template: Scholarships
Steps to Resolve
Probing Question/Script: Is the student is using the scholarship for the current school year?
I
If they are NOT using the scholarship:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Category: Scholarship/PLSA
- Subcategory – Denied Scholarship
- Assignment Group: Gardiner Scholarship Queue
- Assign To: Leave blank
- Assure the family that the scholarship information will be removed, and the student will be assigned to a classroom shortly.
If they ARE using the scholarship:
Review the student's account to ensure the courses are in CRC status. (DOES NOT APPLY TO PEP SCHOLARSHIP RECIPIENTS) (Image 4.)
- If the course(s) are not in “Course Request Complete” (CRC) status, please advise the family:
  - Script: Courses must be approved by you or the student’s private school (if applicable) before the student can be placed in their classroom(s).
- If the course has been approved within 3 business days and is in “Course Request Complete” (CRC) status:
  - Do not escalate a ticket - Please allow 3 business days after the course has been approved to receive the invoice email before escalating a ticket.
- Script: We are in the process of completing the invoice for your student. An email with an invoice will be sent to you and your private school (if applicable) from [email protected] (PLSA Info). Please allow 3 business days to receive the
  invoice email before reaching out.
  - If the course has been approved and it has been longer than 3 business days escalate the ticket to the Gardiner Scholarship Queue.
If they ARE using the scholarship:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Category: Scholarship/PLSA
- Subcategory – Request Invoice Copy
- Assignment Group: Gardiner Scholarship Queue
- Assign To: Leave blank
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Decline Scholarship Use
Service Now template - Scholarship
Steps to Resolve
Create a Help Ticket to notify the cholarship team that we must remove the scholarship information from the student's FLVS account.
Probing Question/Script: Please advise the reason for removal.
Resolution:
- Category: Scholarship/PLSA
- Subcategory – Denied Scholarship
- Assignment Group: Gardiner Scholarship Queue
- Assign To: Leave blank
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Adding Scholarship to existing FLVS Flex account
Please direct them to the Scholarship information page (www.flvs.net/studentscholarships) of the FLVS website, where they can find information about their specific scholarship and the link to the Self Reporting Tool to provide Florida Virtual School your child’s scholarship information. Once they complete the Self Reporting Tool, we will apply the scholarship information to their account and change the student to private pay.
Self-Reporting Tool has already been submitted
Script: The scholarship will be added to your student's account once it is confirmed with the Department of Education. Please be advised that once the information is confirmed and added, the scholarship team will provide an invoice for the courses.
Do I need to wait for the scholarship to be added to the account before requesting courses?

Script: You do not need to wait until the scholarship is added to request courses. The scholarship team will provide an invoice for the active courses. The invoice will contain the courses your student registered for, and a link to select a payment option.

If the family still needs assistance, please escalate a ticket to the Gardiner Scholarship Queue.
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Scholarship Information
Service Now template - Scholarship
THIS SECTION IS FOR INFORMATIONAL PURPOSES ONLY

Scholarships are used to expand students’ educational opportunities and are enacted through legislation and housed within the Florida Department of Education.
- Statute Reference: https://www.fldoe.org/schools/school-choice/statutes-rules.stml
Scholarships are managed by SFOs (Scholarship Funding Organizations) such as Step Up for Students or AAA Scholarship Foundation.
How does it work?
1. Families apply through the SFO (Step Up For Students)
2. (877) 735-7837 & AAA Scholarship Foundation (888) 707-2465) website.
3. The SFO determines if the student is eligible to be awarded a scholarship
  1. If funding is available, qualified students who have been awarded will then be 'Funded,' which means that money has been set aside for them to use per the rules of their scholarship.
  2. If funding is not available right away, the family may still be able to receive partial (or sometimes full) funding later in the school year.
4. The family may choose to decline the scholarship at any time.
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How to identify a Scholarship student
- From the Cumulative Academic Report, the “PLSA Effective Date:” will say “Yes, [effective date]” (Image 1 below)
- If the family states there should be a scholarship listed, have the family fill out the Self Reporting Tool - Self Reporting Tool.
- If the student previously had a scholarship and a termination date has been entered, this field will say "No." Termination Dates can be found on the Academic Profile. (Image 2 below)
Steps to register for classes for scholarship students
1. Student registers for the course
  1. Enrollment appears as "Course Requested."
  2. Virtual School Program is “Part Time” (Image 3 below)
    *All typical requirements, such as Home School Verification and Proof of Residency, still apply to scholarship students
2. Guidance (private school students) or Parent/Guardian (home school students) verifies the enrollment.
  1. Enrollment now appears as "Course Request Complete."
  2. Virtual School Program is “Part Time Self Pay” (Image 3 below)
3. Whoever is responsible for paying for the course fees (this may be the parent or private school) MUST complete the payment options form to authorize FLVS to send them the invoice.
  1. Private School students' parents should communicate with their student's Guidance Counselor to determine who is responsible for the payment of FLVS course fees.*
  2. Home School students using the Family Empowerment Scholarship for Unique Abilities may use scholarship funds to pay for their FLVS course fees, OR if funds are not available/they prefer to, they may pay out of pocket.
4. The Scholarship Support Team reviews the completed Payment Option Form and 'processes the enrollment for the student to be placed with a teacher.
  1. Enrollment is “Course Request Complete”
  2. Virtual School Program is now “Part Time Self Pay."
  3. The person who completed the Payment Options Form will be sent an invoice. If the payment option is “Pay Later, " the person will receive an invoice and a link to the online payment portal. Payment is due in 30 days.
5. Enrollment will place the student in a classroom as soon as there is availability.
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Course Tuition and Payment Information
Course Tuition
- Course fees are $267 per half-credit (one segment)
- Charges apply to courses the student is enrolled in and/or registered for at the time the scholarship becomes effective; including any courses completed after the scholarship's effective date.
Payment Information
- Payment Options
- After their parent/private school verifies the course request. Scholarship students will receive an invoice by email to choose one of the payment options listed below.
- Please allow 3 business days after the course has been approved to receive the invoice email before escalating a ticket.
- This email will contain the invoice information, the courses the student registered for, and a link to select a payment option.
Option 1: Pay out of Pocket using our online payment portal.
Pay Now - Payment can be made to Florida Virtual School directly if you would prefer not to use scholarship funds or if funds are depleted.
- Your child will be placed in their selected course(s) once we confirm receipt of payment.
Pay Later - Payment can be made via check or credit card within 30 days of the invoice date.
- Your child will be placed in their course(s) once the payment selection has been received and the scholarship team reviews your request.
Option 2: Pay using funds from your scholarship account (funds must be available)
- Funds must be available in your scholarship account.
  1. To check the status of available funds, please log in to the account provided by your scholarship funding organization.
  2. If scholarship funds are available, follow the instructions provided by your scholarship funding organization to submit an invoice for direct payment to Florida Virtual School.
- Your child will be placed in course(s) once Florida Virtual School can verify payment from the scholarship account.
Option 3: Setup a Payment Plan
- Plan payments will be automatically charged to your credit card.
- Students will be placed in course(s) once the payment plan is approved.
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Enrollment Dropped
Student enrollments may be dropped due to no payment option being selected for their requested course(s). To determine the reason the course was dropped view the Enrollment History.
Families/Schools are asked to please complete the payment option form within 5 business days. If we do not receive a completed form, the course request will be canceled, and/or active courses will be suspended.
When a student’s course is dropped, we place a note stating why the course is dropped and who dropped it (see below). If the below note is listed, please escalate a ticket, and do not have families request the courses again.
Service Now template - Scholarship
Steps to Resolve
Create a Help Ticket to notify the scholarship team the family is inquiring about the dropped course.
Probing Question/Script: Do you need the invoice and payment options link emailed to you?
Resolution:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Category: Scholarship/PLSA
- Subcategory – General Scholarship Inquiry
- Assignment Group: Gardiner Scholarship Queue
- Assign To: Leave blank
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PEP Students - Student Type for Initial enrollment
Personalized Education Program (PEP) scholarship recipients must register as “Private School” student type in the FLVS Flex Admissions and Registration process.
- If the parent has received an automated email stating they aren’t allowed to take more than 3 courses, please advise them to disregard the notice. Our IT team is working on correcting this issue and it will not impact the student’s enrollments.
- If the parent is unable to enroll in more than 3 courses, please escalate a help ticket to the Gardiner Scholarship Queue.
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PEP Students - Who will approve the PEP Student Courses?

Once your courses are requested, we will reach out by email with your invoice details and a link to select a payment option. Our scholarship team will verify the course requests once a payment option has been selected and all required steps are complete.

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PEP Students – Home Education Termination

PEP families must withdraw as full-time public or private school students or terminate a home education program with their school district and enroll as a PEP student with Step Up for Students. Please contact Step Up For Students for more information or instructions on applying for the Personalized Education Program.
Contact Information: Step Up for Students 1-877-735-7837 or AAA Scholarship Foundation at 1-888-707-2465
Are FLVS Flex Courses Free (Scholarship Recipient)?
If students are awarded scholarships, Florida Virtual School will not be funded through the Florida Department of Education for students who successfully complete their course(s). Thus, payment responsibility for Florida Virtual School course(s) lies with parents directly.
Refund Policy
Following activation in a course, the student has 14 days during which he or she may withdraw and receive a refund. If the student completes 20% or is active in the course beyond the 14 days and then withdraws, a refund will not be issued.
What is Private Pay?
If students are awarded scholarships, Florida Virtual School will not be funded through the Florida Department of Education. Thus, payment responsibility for Florida Virtual School course(s) lies with parents directly.

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PEP Students – Add to an existing account
Steps to Resolve
Update Physical School in the Academic Profile (DO NOT update, families must update) - if the caller is unable to update this section due to a technical issue, please include the School Name as well as School Counselor information in the notes when escalating.
Probing Question: “What changes would you like to make to your account?”
Example Reason: Update physical school to Personalized Education Program (PEP)
Walk the caller through updating the Academic Profile.
- Click the menu in the top left-hand corner of the page.
- Click student records.
- Click academic profile.
- Update the outdated information.
- Click save in the bottom right-hand corner of the page.
Resolution:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Category: Scholarship/PLSA
- Subcategory – General Scholarship Inquiry
- Assignment Group: Gardiner Scholarship Queue
- Assign To: Leave blank
- Resolve the incident
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Flex Elementary - Table of Contents

General Info

Flex Elementary

Flex Elementary - About Us (What is FLVS?)

What is FLVS? (About Us)

Flex and FLVS Full Time Differences - General Overview

Program Differences - Flex and Florida Virtual Elementary School - K5 table breakdown

Program Differences - Flex and Florida Virtual Middle and High Schools - 6-12 Table Breakdown

Program Differences - Flex and Florida Virtual Elementary - Day in the Life K5

Program Differences - Flex and Florida Virtual Middle and High Schools - Day in the Life 6-12

Flex (Part Time) v. Flex (home education - all courses)

Flex Elementary - Contact Information

Media Inquiries

Request Teacher Information

Request School Counselor Information

Service from Teacher

Marketing Inquiries - 3rd Party Inquiries (Not for Global)

Learning Team Meeting Request

Flex Elementary - Courses

ClassTime/Direct Instruction Requirements

Course Approval/Verification

Curriculum Changes Questions (B.E.S.T. Standards)

Curriculum

Maximum number of courses

Request to Change Preferred Start Date (PSD) - FLEX K5 ONLY

Flex Elementary - Enrollment

Course Request Concerns (Add/Drop) - Flex K5 ONLY

Denied Choice

Resolution:

Enrollment Status Update

Update Account Information

Setting up a Parent/Guardian Account

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly

New Student Enrollment

Reinstatement Request

Teacher Request/Specific Teacher Request

Withdrawal Request

Proof of Residency (Flex ONLY)

Proof of Residency

Acceleration and Remediation

Military Families

Transition from Home Education back to Public School

Transition from Physical School to Home Education

Dashboard Message

How to enroll - Flex K5

Flex K5 M/J Course Requests

Flex Elementary - ESE, 504, Special Accommodation Concerns

ESE, 504, Special Accommodation Concerns

ESOL, ELL & Translation

Flex Elementary - Expulsions

Expulsions

Flex Elementary - Franchise/County Virtual School

Franchise Support

Franchise Transfers

Flex Elementary - Program Information

HSV Process

Laptops

Program Questions - Flex K5

Student Clubs and Activities

Supplemental Materials (Ancillary/Skill Building)

Time Requirements

Virtual Media Center

Age Requirements - Flex K5 Only

Gradebook/Course Materials/Portfolios Home Education families

Extra-Curricular Activities

Flex K5 Tutoring Support

Flex Elementary - Records, Legal Inquiries and Forms

Legal Records Request or Student Verification

Transcript/Record Inquiries - Flex K5 Only

School Official/Physical School Personnel Support

Proof of Enrollment - Flex K-5

Request to Change Legal Information

Flex Elementary - Scholarships

Scholarship Placement

Steps to Resolve

Decline Scholarship Use

Adding Scholarship to existing FLVS Flex account

Scholarship Information

THIS SECTION IS FOR INFORMATIONAL PURPOSES ONLY

How to identify a Scholarship student