Flex

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 District that the student is located 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*
Home school 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-12	Nicole Blanco (Last resort after discussing with Supervisor)
Customer Care Technician – Flex K-12 Legal Concerns	Crystal Adams(Last resort after discussing with Supervisor)
Additional Resources	Resources Folder Policies and Procedures

This resource should only be used for Flex 6-12

For FLVS Full Time please click here FLVS Full Time Resources
For Flex K-5 please click here Flex K-5 resources
For Global please click here Global Resources

Flex 6-12 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
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 contact our Full Time Program at: #844-522-1965 or 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 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 FLVS Full Time - K5 table breakdown

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

	Florid 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 FVES)
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 School - 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 School	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). 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.	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 School - 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 School
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. Full Time 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 School - 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 School
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 6-12 Academic Integrity

Academic Integrity
Service Now Template: Academic Integrity

Steps to resolve:
Probing Question/Script: “How can I help you today?”
- Probe reason for call
- Identify why they want to escalate to AI
- Obtain proper, detailed notes
For further Academic Integrity information please visit our website https://www.flvs.net/student-resources/academic-integrity

Resolution:
Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
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Flex 6-12 Certificates

Driver Education Certificate (TLSAE, Class E Knowledge Exam, Completion)
Service Now Template: Driver Education

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

DO NOT create a ServiceNow Incident in the ‘IL Concern’ Category and assign to Deborah Adams.

Steps to Resolve:
Probing Questions/Script:
Verify Status in VSA
- What is your FLVS username? (If username is unknown ask for full name and DOB)
- Do you need assistance with
  - the Traffic Law Substance Abuse (TLSAE) Certificate
  - proof that you passed the Class E Knowledge Exam through Driversed.com
  - proof of course completion
Procedure
Identify Completion Status
1. Use provided username or name/DOB to identify student in VSA and use Cumulative Academic Report (CAR) to identify completion status:
  1. Course Completion:
1. Only completed students should have access to their TLSAE certificate and S# or are eligible for a certificate of completion
  - Students who have not completed the course are not eligible for any certificates/proof of completion
  - If the student has received a TLSAE certificate and/or S# then VSA messaging will reflect that as well:
  - If students have an issue with their S# or TLSAE certificate they should be directed to https://flvsdriversed.zendesk.com/hc/en-us so Driversed.com can rectify the issue
For access to TLSAE certificate numbers and S#’s, students should be directed to their VSA Student Dashboard.
Students can access this link on their student dashboard page located on the right side of the page. (Just above where active courses do/would appear after completing the course. This link is there for as long as the account exists.)
1. Students should check their VSA message inbox for their password information.
2. Message Title: Driver Ed Next Steps – DMV, license info and more!
A passing score on the Class E Knowledge Exam is good for one year. This means that students have one year to obtain their learner’s license from the date they pass their Class E Knowledge Exam.”
1. Message Body with a specific username (demo in red):
Congratulations on completing Driver Education.
Continue the process of becoming a safe licensed driver by following these steps:
1. Log on to https://driversed.com
  1. username: [email protected]
  2. password:XXXXX
2. Follow the prompts to change your password
3. Make note of your username and the new password you choose
Once you successfully log in, you will have access to:
- FLHSMV licensing instructions
- The Florida Driver Handbook
- Your TLSAE Certificate (if needed)
- The Class E Knowledge Exam (for ages 15-17)
- Practice Class E Knowledge Exams
- Behind the wheel practice options (Polk and Orange counties only)
- The Mentor App
Please note that Driversed.com (not your teacher or your school) offers this opportunity. Should you experience difficulties contact the Driversed.com support staff:
https://flvsdriversed.zendesk.com/hc/en-us

Stay safe and congratulations again!
Additional Issues:
1. If students cannot log in to Driversed.com as directed they should be directed to https://flvsdriversed.zendesk.com/hc/en-us for assistance
If issue cannot be resolved:
1. Initiate a Service Now Incident
  1. All Incidents must be completed in the NAME of the caller and the short description must include the USERNAME and Virtual School of the caller
  2. Use the following categories/subcategories:
    - TLSAE
      Category- Driver Education / Subcategory- TLSAE Certificate
    - S#
      Category- Driver Education / Subcategory- Class E Knowledge Exam
    - Certificate of Completion
      Category- Driver Education / Subcategory- Completion Certificate
  3. Virtual School:
County Virtual/Franchise will look like this:

FLVS Flex will look like this:

FLVS FK-12 District will look like this:

**Driver Education program can and will assist with all student types (Flex & Franchise)
Assignment Group: will auto assign to ‘Driver Education Program’ based on category/subcategory selection
Assigned to: will auto assign to individual responsible based on category/subcategory
ANY UNUSUAL DRIVER EDUCATION CIRCUMSTANCES CAN BE HANDLED BY CREATING A SERVICENOW INCIDENT AS FOLLOWS:
1. Create New Incident with the following Category/Subcategory
  1. Category – Driver Education
  2. Subcategory – Other
2. Short Description
  1. (FLVS Username)
3. Description
  1. Full detail of the issue
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Outdoor Education Certificates
Service Now Template: Program Questions - Flex612 - Current

Steps to Resolve

Probing Question/Script: Check VSA to make sure the student successfully completed the course. Students who complete the Hunting module with an 80% or higher will receive their Hunters Safety Certificate from the Florida Fish & Wildlife Conservation Commission (FWC).
- For questions relating to coursework provide teacher contact information
- For questions around certificates or missing ID cards:
  - Have the student or parent call FWC for assistance at 850-488-5600 or they may visit www.myfwc.com to request their card.
Resolution:

Complete Service Now ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve incident if information is provided; escalate if caller needs further assistance.
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Industry Certification

This section is for informational purposes only and should be resolved or escalated to the CCR Queue as needed

Service Now Template: Program Questions - Flex612- Current or Program Questions - 612- Potential; if applicable.

The only Industry Certification that FLVS offers is CIW IBA (this stands for Certified Internet Web Internet Business Associate).

The path to prepare for this exam is for the student to take Digital Information Technology, then Foundations of Programming, then Procedural Programming.

High achieving students may have a recommendation from the teacher to take the certification exam after the Foundations of Programming course, without having to take the Procedural Programming course.

If the student is interested in taking the CIW IBA certification exam, their Programming teacher can direct them towards information. FLVS provides a voucher for them to take the exam.

The certification exams that are asked about the most are the Microsoft and Adobe certifications. They are no longer available at FLVS.

For industry certification questions dealing with vouchers, exams, etc, please have them email [email protected] .

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Flex 6-12 Contact Information

Request School Counselor Information
Service Now Template: Academic Advisement

Subcategory(Must select one):

Academic Advising/Student Support - English

Academic Advising/Student Support - Spanish

Steps to Resolve:

Verify Attending School

Physical School:
- Refer to school counselor at physical school for support
Homeschool Students:

Probing Question/Script: “May I ask the reason for the request?”
- If request should be escalated, make sure to collect correct caller information (as listed below)
- Inform caller you will be submitting a request for the counselor to reach out to caller. The counselor should be responding in 24-48 business hours.
  - If they insist on receiving the contact information, please provide the guidance information as requested from the academic profile page
It is okay to provide the phone number for the Guidance Counselor on homeschool students. Do not withhold this information if requested.

Resolution:

Complete Service Now ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: School Counselors
Assigned to: Virtual School Counselor based on county

https://www.flvs.net/student-resources/flex/advisement
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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 IL Concern Queue
  - Tell the parent they will contacted within 24-48 business hours.
- If course is being taken through the County Virtual/Franchise,transfer to Franchise (Looks like this)
If” NO”
- Provide the teacher contact information
Resolution:
Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: IL Concern Queue
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Teacher Contact Information
Service Now Template: Teacher Contact Info
Steps to Resolve:
Probing Questions:
- Which course/courses would you like the teacher’s contact information for?
Provide Teacher’s Info
- You or the student can go to the Student Dashboard page in VSA on the student account
- Click the course and find the teachers contact info on the home page of the course as well as the IL/Principal’s
- If the student is no longer active in the course, do this process…
If there isn’t any valid contact info for the teacher
- Submit a Service From Teacher INC to the IL Concern Queue
- Assignment Group: IL Concern Queue
- Advise caller teacher or IL of the course will be in contact with them within 24 - 48 business hours.
- Please verify Student’s contact info is correct before submitting incident
If teacher info is not available and the course is being taken through the County Virtual/Franchise,transfer to Franchise (looks like this) - do note escalate

Complete Service Now Escalation/Ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: Resolve incident if teacher phone number is provided.
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Marketing Inquiries - 3rd Party Inquiries (Not for Global)

Service Now Template Used:Marketing Inquiries

Steps to resolve:

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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Media Inquiries
ServiceNow Template Used: 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.
Assignment Group: CCR Queue and resolve
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Flex 6-12 Courses

Advanced Placement (AP) Courses and Testing
This section is for informational purposes only (all information is available on our website)

https://www.flvs.net/online-courses/advanced-placement

These courses typically count extra in the calculation of the overall student Grade Point Average (GPA).

AP students should contact their teacher regarding testing questions.

The AP Exam

While FLVS AP courses are designed for students to achieve college credit, a passing grade in the course will be accepted for high school credit. Please note:
- A letter from FLVS detailing your semester grade will be issued once course requirements are met.
- Colleges and universities determine credit based on your AP exam score, we strongly encourage students who take AP courses to sit for the course AP exam in May as part of the course experience.
- Students are exempt from fees or costs associated with AP exam participation, with the following exceptions. Students who incur late registration fees are responsible for fee payment, and non-military family students who take the test outside the United States will be responsible for additional registration costs. Check with your Florida district to find the locations and dates for the spring exams
AP Enrollment Dates

In order to successfully complete your AP course(s) prior to the AP exams in May, please ensure you adhere to the course registration dates:

* Full-credit courses register by September 30th
* Half-credit courses register by January 31st

Enrollment for the following school year should open between May and June
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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 needed

Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex612 - Potential

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.
To toggle between multiple students:

Resolution:

Complete Service Now ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve if information is provided; escalate if caller needs further assistance.
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Changing courses (Regular to Honors, Honors to Regular)

This section is for informational purposes only and should be resolved or escalated as – Course Request to the CCR Queue as needed

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

Callers wishing to change their course type from "Regular" to "Honors" or from "Honors" to "Regular" will need to withdraw from the current course enrollment and request the corrected version.

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American Sign Language
Service Now Template: American Sign Language

Steps to Resolve:

Probing Question/Script: “I understand you are interested in American Sign Language, is that correct?”
- Please direct caller to website for information on enrollment in ASL 1 & ASL 2
  - For families wishing to enroll: We apologize for the inconvenience. Due to the overwhelming popularity of this brand new course offering, we currently no longer have any open seats available. At this time, students who are currently enrolled in high school in need of a two-year world language requirement have been prioritized for placement. As more seats become available, we will continue with student placements beyond those needing to fulfill the world language requirement.
  - For families awaiting placement - due to the high demand for the ASL 1 course, there is a delay in student placement. We anticipate students will be placed within 2 weeks of their PSD.
- If caller wishes to start prior to that date inform them that ePasco and Clay county virtual are offering the course and accepting registrations for any Florida resident
Resolution:

Complete Service Now ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve if information is provided; escalate if caller needs further assistance
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Course Availability
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 - Potential

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

Steps to resolve:

Probing Question/Script: “What class are you checking availability for?”

Check if course is available in course catalog
- Visit High School Courses or Middle School Courses
  - If the course is listed
    - Click the name of the class
    - Check the “earliest start date available” for availability.
    - If caller needs help requesting the course walk them through
Parents should refer to the course catalog on the FLVS website for FLVS course offerings

If they wish to take the course through the county virtual school(franchise)
- Provide the franchise contact phone number.
If course is not available:

New courses are announced as they become available. Please check the Course Listings on our website for updates as we may possibly offer this course in the future at:

High School Courses or Middle School Courses

Resolution:

Complete Service Now ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve if information is provided; escalate if caller needs further assistance.
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Course Request
Service Now Template: Course Request

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

Steps to Resolve:

Probing Question/Script:

Have you already tried to select this course?
No:
- Walk student/parent through course selection process
Yes:
- Ensure course(s) are listed in VSA
- Advise of enrollment process and next steps (approvals, placement, etc) at Middle School How to Enroll or High School - How to Enroll
- Advise of Welcome Call process
- Verify Phone number on account is accurate for the teacher to contact them for both parent and student
If student is under the age of 19 and not a graduate and still cannot request courses please escalate to IT-AS Application Services

Homeschool:

Once the parent/guardian verification is completed in VSA, parent will be prompted to confirm the child is registered as a homeschool student with their county/district of residence.

Resolution:

Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve if information is provided.
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Override Requests
Service Now Template: Override Requests

Steps to resolve:

Let them know that an Override Request can be sent to a Counselor/DRM, but it is not guaranteed for placement.

For Home Education Program Students
- Gather all information and submit ticket to the Guidance Counselor listed in the Students “Academic Profile” tab in VSA
- Must assign to the FLVS counselor designated for the county the student lives in
For Physical School Students
- Check in VSA to determine if the student is currently enrolled/has requested in 3 courses.
- If they have spoken with their school counselor already provide contact info for district relations manager for family to ask the school-based counselor to contact the district relations manager
- If they have not spoken with their school counselor already please have them contact them regarding this request
- Only create ticket if they have spoken with their counselor and want to proceed with escalating to DRM, gather all the necessary information for the incident.
- Assign to CCR Queue for public/private school students
Override Requests may be sent to a Counselor/DRM, but it is not guaranteed for placement.

If Maximum not reached:
- Advise student to log into account to request more courses.
- Walk through selecting courses, if needed
- Verify student has completed adding the course on their dashboard
- Advise of enrollment process and next steps needed
- Advise of Welcome Call process
- Verify student and parent phone number(s) on account are accurate for the teacher to contact them
Resolution:

Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)

Assignment Group: Depends on physical school
- School Counselors: Home Ed students ONLY
- Assigned to: Virtual School Counselor based on county
- Student Records > Academic Profile > Virtual School Counselor
- CCR Queue: Public/Private/Charter School students
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Request to Change Preferred Start Date (PSD)
Service Now Template Used: Request to Change Preferred Start Date

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

The Preferred Start Date requested by the Student/Parent cannot be the same date that the call was received.
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 24-48 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
  - Check the Preferred Start Date
  - Confirm the date listed with the caller
  - If the student is assigned to a teacher – the caller needs to contact the teacher to change the start date
    - Provide the teacher’s contact information (resolve)
  Resolution
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Only 1 incident is necessary for PSD Change requests
- Template: Request to Change PSD (Template must be filled out completely)
- Please confirm Course Availability before submitting incident
- Assignment Group: CCR Queue
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Reinstatement Request
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly
Service Now Template: Student Reinstatement Request

All courses must have separate incidents

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 (see visual below on what this looks like in VSA)
    - Transfer to Franchise
  - If course is being taken through FLVS
    - Move to support
FLVS

Check Contact log for reason for withdrawal (do not inform family of contact log details)
NAc (less than 2 weeks)
Probing Question/Script: “Did you complete your Welcome call?”
If “No”
- Service Now Template: Teacher Contact Info
- Assignment Group: CCR Queue and resolve incident if teacher phone number is provided
Unable to get ahold of teacher
- Probe how long ago they attempted to contact their teacher. (Teachers have 24-48 business hours response time)
- If it has been longer, submit “Service from Teacher” incident to Course IL
- Service Now Template: Service from Teacher
- Assignment Group:IL Concern Queue
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 and offer to transfer
- Advise student/parent reinstatement is not guaranteed
- “Student Reinstatement Request” template (make sure to include all information and all semesters the student would like to be reinstated in) - include notes regarding Teacher Contact Information provided.
- Resolve incident unless escalation is required
If student has been out longer than 30 days due to unforeseen circumstances - Escalate ticket to IL Concern Queue.
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
- Service now ticket: Franchise template (RESOLVE)
Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: IL Concern Queue
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Withdrawal Request
Service Now Template Used: Withdrawal Request

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

All courses must have separate incidents

Students are not permitted to withdraw themselves from FLVS courses, this must be completed by a parent or guardian.
Physical school counselors are allowed to call to request withdrawal. IL will reach out to the parent/guardian for confirmation.

Steps to Resolve
Probing Questions/Script:
- What class would you like to be withdrawn from?
- Why do you want to be withdrawn from this class?
- Have you spoken to you instructor about dropping this class?
- Check VSA under “Cumulative Academic Report” to see if the course has been assign to a Teacher
  
  “If Not”
  Response Time: Explain to the Student/Parent that the IL will contract via email within 24 - 48 business hours. (If the Student/Parent would like to be contacted via phone, please document the best contact number)
  “If Yes”
  Resolution
  - Complete Service Now Escalation/Ticket for each course the caller is requesting a withdrawal from (All Incidents must be completed in the NAME of the caller)
  - Assignment Group: IL Concern Queue
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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 to the CCR Queue as needed

Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 – Potential
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.

Resolution:
Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve if information is provided; escalate if caller needs further assistance.

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Grade Forgiveness/Credit Recovery

This section is for informational purposes only and should be resolved or escalated as needed

Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex612 - Potential

The Florida Department of Education only allows students in grades 9-12 to retake a course if they earned a D or F. Students in grades 6-8 that took a high school course can retake the course if they earned a C, D or F. To learn more, please contact your school counselor or county school board office.

Credit Recovery

Florida Virtual School no longer provides courses for credit recovery.You can however take the traditional course but will need to speak with your school guidance counselor about how this will appear on your transcript.

You can check with your county virtual school as they may offer the course in question.
Resolution:

Complete Service Now ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue and resolve if information is provided; escalate if caller needs further assistance.

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Foreign Language Questions (French 3+ and Latin 4)
We currently offer Latin 4 as well as French 3, 4 & 5. These courses are available now, but the registration process is slightly different. Instead of registering through the course catalog, students need to register through the appropriate link below.
- https://forms.gle/7RyaSG57S6xVg2Ri9 (French 3-5)
- www.tinyurl.com/latin4enrollmentflvs (Latin 4)
The students will still need to reach out to their guidance counselors (or parent/guardian if Home Ed) to alert them that they are registering for these courses and will need to be approved.
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Flex 6-12 Enrollment

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
- 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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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/magnet school?(Refer parent to school Principal for consideration - resolve incident)
  - Charter/magnet schools fall under the category that they do not have to approve FLVS since the family has used their school choice option already to attend the charter/magnet program.
Resolution:

Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: School Counselors
Assign to:Virtual School Counselor based on county
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Dual Enrollment
Service Now Template Used: Academic Advisement

Steps to resolve:

Check in VSA to determine if student is a Homeschool Student
For Homeschool Students:
- Probe the parent/student to ensure he/she has reached out to the college of their choice to understand their enrollment requirements
- Provide the FLVS Counselor’s information for future reference.
For Physical School/Private School Students
- Direct them to their school counselor for more information
Resolution:

Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: Virtual School Counselor based on county
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Enrollment Status Update
Service Now Template Used: Enrollment Status Update/Placement Request/Request to Change PSD

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

How can we assist you today?

Steps to resolve:
Available in VSA (screenshots below)
Yes?- Transfer to the County Virtual/Franchise

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
Is the course approved by the student's physical school?
- No course has not been approved - Refer to student to their guidance counselor at their physical school
- Yes course has been approved
  - 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.
  - Submit ticket to change PSD if requested
Resolution:

Service Now Template: Request to Change PSD
Assignment Group: CCR Queue

For Homeschool Students
- Does the student have a POR document for this fiscal year uploaded?
  - Refer to the POR Job Aide
    - Not uploaded? Provide directions on uploading
    - 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 via directions 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.
  - Submit ticket to change PSD if requested
Resolution:

Service Now Template: Request to Change PSD
Assignment Group: CCR Queue

Placement

Parent’s perspective:
The placement process begins on the preferred start date or when all verifications have been received. Students will not be placed before the preferred start date. Please be sure to have your student monitor their account for placement information. Once the student receives a message on their Dashboard page that says “Enter Course” the student will be able to click on it to contact their teacher and begin working.
Student’s perspective:
The placement process begins on the preferred start date or when all verification's have been received. Students will not be placed before the preferred start date. Please be sure to monitor your account for placement information. Once you receive a message on your Dashboard page that says “Enter Course you will be able to click on it to contact your teacher and begin working.
Please advise of Welcome Call process and verify student and parent phone numbers on the account for the teacher
- Submit ticket for Placement Request if past 14 calendar days from their preferred start date to be assigned to a classroom.
Resolution:

Service Now Template: Placement Request

Only if:
- Request is 14 calendar days from their preferred start date to be assigned to a classroom
- POR is uploaded and verified - not follow POR job aide
- Not a PSD change request
Complete Service Now Escalation/Ticket for each course the caller is requesting placement All Incidents must be completed in the NAME of the caller
Assignment Group: IL Concern Queue
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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
Steps to Resolve:
Probing Questions/Script:
- Which FLVS program are you interested in?
- How old are you?
  - Students must be 19 years old and under
  - IEP Students remain eligible for educational services through the end of the school year in which they become 22 years old
- What grade level are you in?
- Students from 6^th to 12^th Grade (FLVS Flex or Florida Virtual Middle or High School)
- Students from K-5 (Flex Elementary or Florida Virtual Elementary)
Policy and Procedure:
- 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, selecting courses and/or directing parents to the Full Time application during enrollment period
- Direct the student/parent to the New Student Orientation video once an account has been created
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 Student/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 Student/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
- Offer to transfer
Course Verification:
1. Parent/Guardian Listed on the Student’s account must create a Parent/Guardian account
2. Provide assistance with creating the account (Only if you are speaking to the Parent/Guardian)
3. Verify that the account is created in VSA
4. Walk the Parent/Guardian through verifying the courses
5. Inform parent/student of the Welcome Call process
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)
- Assignment Group: CCR Queue and resolve; escalate if caller needs further assistance.
- Must include Close Notes and Signature
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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

Service Now Template: Updated VSA Account

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.

Resolution:

Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)

Assignment Group: CCR Queue and resolve; escalate if caller needs further assistance.

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SNIF and FLEIDS
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 – Potential

**Please do not escalate**

If a student/parent calls in please inform them that the information is updated as it is provided by the DOE and that we update from those lists directly on a weekly basis.

Student number identifier Florida or SNIF – is a 10-digit code the districts use internally to uniquely identify students. This is mainly use for FTE purposes.
- FLEID is something the DOE created to take place of SNIF.
- Both FLVS and the district of enrollment should use the same number for the student.
- The FLEID was introduced in fiscal year 16-17, students that graduated prior to that year will not
Resolution:

Complete Service Now Ticket (All incidents must be completed in the NAME of the caller)

Assignment Group: CCR Queue and resolve
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Teacher Request/Specific Teacher Request
Service Now Template: Service from Teacher

Steps to resolve
- Probe course they are wanting a specific teacher or teacher change and why
- Confirm course, start date and/or whether student is assigned to a teacher
  - If student is assigned to a teacher
    - Template: SERVICE FROM TEACHER
    - Assignment Group: IL Concern Queue
  - If student is not assigned to a teacher
    - Template: PROGRAM QUESTION for grade and user type of prospective or current student that fits the students case
    - Inform caller that they need to contact us again once student is assigned to a teacher and we can then place a request for a change if they did not get the teacher desired. Resolve ticket.
Resolution:
Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
Assignment Group: IL Concern Queue
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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) - if 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
Update Student Profile(if you update)
Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly
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.
- Updating your Parent/Guardian Account
Please log into your parent account to update your information and follow the steps below:
- Log into 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
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
- 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.

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.
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 InformatioRequest to Change Legal Information
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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 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 the student's account and the proof of residency document must be the 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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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 6-12 – 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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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 CCR Queue as needed

Service Now Template: Program Questions - Flex612 – 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: CCR Queue and escalate if caller needs further assistance.
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Military Families

Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 – 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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How to enroll - Flex 6-12/Request Courses
Steps to Enroll

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 6-12”

4. Browse courses:

• Select the “High School” or “Middle School” tab to view course offerings

• Click on desired course to view more details, such as Description, Topics and Concepts, Prerequisites, and more

• Select “Add to Backpack” to enroll or “Return to Course List” to go back

5. Review your backpack:

• To enroll in additional courses, click “Add More Courses” and follow the same process

• Click “Continue” You will be able to select your semesters and preferred placement date in a later screen

6. Log in or create an account

New students:

• Click “Create an Account”

• Create your username and password

• Input an email address you regularly check

• Click “Continue”

• Write down your Username and Password

7. Complete your student information:

• Complete all the fields onscreen, including Personal, Demographic, Phone, and Address

• Click “Save & Continue”

8. Complete your parent/guardian information:

• Complete all the fields on the screen, including Personal, Phone, and Address

• Click “Continue”

9. Confirm account information:

• Review Student and Parent Information

• Click the pencil icon to make changes

• Select “Save & Continue”

10. Follow the prompts by selecting:

• How you heard about FLVS and your reason for taking these classes

• Click “Continue”

11. Review the student and parent/guardian commitments:

• Check the appropriate boxes

• Click “Continue”

12. Sign media release (parent/guardian):

• Review the media release statements

• Select opt in preference

• Type your name

• Click “Continue”

13. Register for courses:
- Review courses and credit hours
- Select your desired semesters
- Select your Preferred Placement Date
This is when the process begins to place you with your teacher, not necessarily the date you will start your course

• Select “Continue”

• You may be asked to alter your course selection based on your student type: »Public school students: 3 course limit »Homeschool students: 6 course limit

14.Submit enrollment:

• Review your course enrollments

• Click “Submit Enrollment” To print a copy of your enrollments, click the printer icon

15. Next steps:

• Review additional information regarding your enrollment, including ensuring courses are approved, ways to check your courses status, and starting your courses

• Click “Login to FLVS” to view your courses or “Return to FLVS.net”

Course Requests

Returning students:

If you have an existing login, input your username and password

Follow the prompts by selecting:

How you heard about FLVS and your reason for taking these classes

Review the student and parent/guardian commitments:

Sign media release (parent/guardian):

Register for courses:

• Review courses and credit hours

• Select your desired semesters

• Select your Preferred Placement Date

This is when the process begins to place you with your teacher, not necessarily the date you will start your course

• Select “Continue”

• You may be asked to alter your course selection based on your student type: »Public school students: 3 course limit »Homeschool students: 6 course limit

Submit enrollment:

• Review your course enrollments

• Click “Submit Enrollment” To print a copy of your enrollments, click the printer icon

Next steps:

• Review additional information regarding your enrollment, including ensuring courses are approved, ways to check your courses status, and starting your courses

• Click “Login to FLVS” to view your courses or “Return to FLVS.net”
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Flex 6-12 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 regard to ESE students including information regarding IEP and 504 plans.
  2. FAX LINE FOR ESE DOCUMENTATION ONLY: 407-377-8186
  3. ESE Team e-mail: [email protected]
Resolution:

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

Assigned to:
ESE Queue
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ELL/ESOL & 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 6-12 student

Resolution:

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

Assigned to: CCR queue

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Flex 6-12 Expulsions

Expulsions
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 – Potential

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.

Resolution:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Assignment Group: School Counselors and Amy Lagrasta
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Flex 6-12 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 6-12 Program Information

GED - General Equivalency Diploma
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 - Potential

Steps to Resolve

Probing Question/Script:
- What’s your grade level?
- How old are you?
- Student must be 18 years old or younger
- IEP students up to 21 years old
If eligible for FLVS:
- Inform of FLVS options
- Provide FLEX and Full- Time - how to register
  - Move to closing
    
    If not eligible for FLVS:
- Inform FLVS does not have a GED option
- Provide fatdec.com as a resource to the caller
  - Move to closing
Resolution:

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

Assignment Group: CCR Queue and resolve; escalate if caller needs further assistance.
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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
- Advise the parent to create a parent guardian profile to approve the courses.
- Once the courses are approved the placement process will begin
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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Program Questions
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 - Potential

Steps to Resolve:

Probing Questions regarding eligibility:

“Are you currently a Florida Resident?”

If NO:
- Explain the Global Program
- Offer the caller to transfer to Global
If YES:
- What school are you currently attending?
  - If Private School
    - Check Private School Affiliation
      
      If affiliated - support
      
      If not affiliated
      
      Caller needs to contact Principal and ask them to get affiliated with FLVS
  - If Public School
    - Provide Flex support to caller
  - If Homeschool
    - Provide Homeschool support to caller
Non-eligibility questions:

What grade level are you in?
- Grades 6 -12 – Flex
- Grades K-5 - Elementary
For Public/Private School Students
- Direct parent to https://flvs.net/flex/faqs
  - provide information from the website to answer their questions as needed
For Homeschool Students
- Direct parent to https://flvs.net/homeschool/faqs
  - provide information from the website to answer their questions as needed
Move to closing

Resolution:

Completed Service Now Template using Program Questions Template.
Assignment Group: CCR Queue and resolve; escalate if the caller requires further assistance
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Student Clubs and Activities
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 - Potential

Steps to Resolve:
- If caller is referring to a field trip please escalate to Methuselah Martin - CCR Queue
- If caller is referring to clubs or other student activities first direct them to website, escalate Methuselah Martin - CCR Queue if necessary
https://www.flvs.net/student-resources/clubs-activities/clubs

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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Laptops

This section is for informational purposes only and should be resolved.
Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex612 - 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: CCR Queue and resolve

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Testing Information

This section is for informational purposes only.

Service Now template(resolve):Program Questions - Flex612 - Current

For all testing inquires (AP, EOC, etc) callers should contact their teacher.

This includes testing sites as well as applicable passwords.

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Gradebook/Course Material Home education students

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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Age Requirements
This section is for informational purposes only and should be resolved or escalated to the CCR Queue as needed

Service Now Template: Program Questions - Flex612 - Current or Program Questions - Flex 612 – Potential

Page 21 - https://www.flvs.net/docs/default-source/district/student-progression-plan.pdf?sfvrsn=d3437f2a_8
The Florida Virtual School will enroll students through age 19. Students must complete their courses before age 21.(Please see ESE page for information on ESE students)

FLVS provides courses for credit. We cannot become a student's school of record (or "base school"), nor do we provide a high school diploma. Students must be one of four things to take a FLVS course:

1) Continuously enrolled in a public high school/middle school

2) Continuously enrolled in a private high school/middle school (the school must be affiliated)

3) Enrolled as a homeschool student in a public school district

4) Enrolled in a hospital/homebound program

Resolution:
- Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
- Assignment Group: CCR Queue and escalate if caller needs further assistance.
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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 6-12 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 6-12 Records, Legal Inquiries and Forms

Legal Records Request or Student Education Verification
Service Now Template: Legal Records Request

Steps to resolve:
State/Department/Government Agencies requesting student 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
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

Anyone requesting records without a student release or subpoena/records request will not be provided any information.
Resolution:

DO NOT enter the student’s personal information (i.e. UN/PW or any legal info) in the Description box. MUST be entered in Work Notes.
Complete Service Now Escalation/Ticket (All incidents must be completed in the NAME of the caller)
Assignment Group: CCR Queue
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School Official
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 studen/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
  - If counselor is not listed on the account escalate to the CCR queue for assistance
- 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: CCR Queue and resolve unless caller requires further assistance.
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Transcript Inquiry
Service Now Template Used: Transcript

Please note that FLVS Flex counselors cannot assist with this concern, please follow procedures below accordingly
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?
- 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
· 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 CCR 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 graduation date or 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.
Assignment group: CCR Queue and resolve; escalate it caller needs further assistance.
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Proof of Enrollment - Flex 6-12

Service Now Template: Proof of Enrollment Flex 6-12

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: CCR Queue

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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 6-12 Scholarships

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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Decline Scholarship Use
Service Now template - Scholarship
Steps to Resolve

Create a Help Ticket to notify the scholarship team that we must remove the scholarship information from the student's FLVS account.
Probing Question/Script: Please advise the reason for removal.
Resolution:
- 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
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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
    Enrollment appears as "Course Requested."
    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.
    Enrollment now appears as "Course Request Complete."
    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.
    Private School students' parents should communicate with their student's Guidance Counselor to determine who is responsible for the payment of FLVS course fees.*
    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.
    Enrollment is “Course Request Complete”
    Virtual School Program is now “Part Time Self Pay."
    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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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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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 the reason their student is awaiting placement.
**If you do not see a message on the Contact Log please continue with the probing question below.
Contact Log Example:
Contact Topic: PLSA
Subject: Private Pay
Message (examples below):
Parent Pay Later - Sent an email to the parent, awaiting payment for FLVS invoice 502-XXXXX
- School Pay Later - Sent an email to the parent and school. The school is responsible for payment for FLVS invoice 503-XXXXX
- Using Scholarship Funds – The invoice was uploaded to the student’s scholarship account, awaiting approval for FLVS invoice 502-XXXXX
- Inaccurate Scholarship ID - Sent an email to the parent to advise Scholarship ID is inaccurate. Requested correct ID for FLVS invoice 502-XXXXX
- Insufficient Funds - Sent an email to the parent to advise insufficient funds for FLVS invoice 502-XXXXX
Service Now Template: Scholarships

Steps to Resolve

Probing Question/Script: Is the student using the scholarship for the current school year?
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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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.
  1. 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.
  1. 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 6-12 Table of Contents

General Info

FLEX 6-12 Table of Contents

Flex 6-12 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

Flex and FLVS Full Time Differences - General Overview

Program Differences - Flex and FLVS Full Time - K5 table breakdown

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

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

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

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

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

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

Flex 6-12 Academic Integrity

Academic Integrity

Steps to resolve:

Flex 6-12 Certificates

Driver Education Certificate (TLSAE, Class E Knowledge Exam, Completion)

Congratulations on completing Driver Education.

Outdoor Education Certificates

Industry Certification

Flex 6-12 Contact Information

Request School Counselor Information

Service from Teacher

Teacher Contact Information

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

Media Inquiries

Flex 6-12 Courses

Advanced Placement (AP) Courses and Testing

Course Approval/Verification

Changing courses (Regular to Honors, Honors to Regular)

American Sign Language

Course Availability

Course Request

Override Requests

Request to Change Preferred Start Date (PSD)

Reinstatement Request

Withdrawal Request

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

Grade Forgiveness/Credit Recovery

Foreign Language Questions (French 3+ and Latin 4)

Flex 6-12 Enrollment

Dashboard Message

Denied Choice

Resolution:

Dual Enrollment

Enrollment Status Update

New Student Enrollment

Setting up a Parent/Guardian Account

SNIF and FLEIDS

Teacher Request/Specific Teacher Request

Update Account Information

Proof of Residency (FLEX ONLY)

Proof of Residency

Transition from Physical School to Home Education

Transition from Home Education back to Public School

Military Families

How to enroll - Flex 6-12/Request Courses

Flex 6-12 ESE, 504, Special Accommodation Concerns

ESE, 504, Special Accommodation Concerns

ELL/ESOL & Translation

Flex 6-12 Expulsions

Expulsions

Flex 6-12 Franchise/County Virtual School

Franchise Support

Franchise Transfers

Flex 6-12 Program Information

GED - General Equivalency Diploma

HSV Process

Program Questions

Student Clubs and Activities

Laptops

Testing Information

Gradebook/Course Material Home education students

Age Requirements

Extra Curricular Activities

Flex 6-12 Tutoring Support

Flex 6-12 Records, Legal Inquiries and Forms

Legal Records Request or Student Education Verification