Full Time - Table of Contents

• General Info

  FLVS Full Time Table of Contents

  Main Fax	407-377-8330
  Records Emails K-5 and 6-12	[email protected] [email protected]
  Support Specialist– FLVS Full Time	Breanne Guzman (Last resort after discussing with Supervisor)
  Additional Resources	Resources Folder Policies and Procedures - FLVS Full Time

  
  

  School house	Family Resource Centers (Enrolled and Active Families)
  Elementary School	Elementary School Family Resource Center
  Middle School	Middle School Family Resource Center
  High School	High School Family Resource Center
  All	FLVS Full Time Testing Information Site

  
  
  This resource should only be used for FLVS Full Time questions. 
  
  For Flex K5 please click here Flex K5 resources
  For  Flex 6-12 please click here Flex 6-12 resources
  For  Global please click here Global Resources
  
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Full Time - About Us (What is FLVS?)

• Flex (Part Time - up to 3 courses) 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 and FLVS Full Time Differences - General Overview

  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  The FLVS Full Time serves students in grades. 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 the FLVS Full Time is placement. The FLVS Full Time will only place students at the start of the semester and follows the traditional school calendar year.  All students start and finish just as if they were in the public school. The Flex program is a year-round program where students can request and be placed in a course any time.

  Both are great programs as they use the same curriculum and similar systems.  The deciding factor would be whether you want your student to follow the traditional calendar year. If so, you would choose the Full Time program 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.  The 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 6-12 and Florida Virtual Middle and High School - Day in the Life

  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.

  FLVS  Full Time

  Florida Virtual 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.  

  Florida Virtual 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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• Program Differences - Flex 6-12 and Florida Virtual Middle and High School 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 Assessment 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

   

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

  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 K5 and Florida Virtual Elementary School - table breakdown

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

  	Florida Virtual Elementary School	Flex Elementary
  Enrollment	Typically opens in spring for following school year; mid-year enrollment varies	Rolling year-round enrollment.
  Public or homeschool?	FLVS is the public school of record	We serve homeschool, private, public and charter students
  State Testing	Required and arranged by the FLVS Full Time Assessment 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 receiveapplicableaccommodations while taking courses at FLVS Flex.
  Field Trips and Gatherings	Monthly themed community meet-ups and one annual schoolwide field trip located in a central Florida location are planned	Moved away from field trips in 2019-20: Meet ups (similar to FT Elementary)
  Courses	4 core classes: math, science, ELA, and social studies, along with 2 specials courses chosen by the family	Parents can choose how many courses a student takes (one or up to 6)
  Teacher Hours	8:30 am - 4:30 pm	8:00 am - 8:00 pm
  Class Time/Live Lessons	4 days per week (Mon to Thurs)	Recommended but optional - Class Time is offered Tuesday and Thursday every week
  Pace	Students must work on pace with the rest of the class. Acceleration is not recommended and enrichment is provided in other ways.	The Flex program requires the students work in each subject daily/weekly. The flexibility in Flex Elementary is within the day or the week. Students need to work daily/weekly to stay on pace

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• 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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Full Time - Academic Advising

• Course Request Questions (Applicants)

  Please note that we cannot offer academic advisement to applicants
  
  Course Selection Questions
  
  Families should make selections based on the students’ academic progress, these are just selections and a member of our counseling team will review and adjust as necessary for each student.

  Families can also review school track recommendations at the below link:

  https://www.flvs.net/student-resources/full-time/graduation-requirements
  
  Service Now Template: FT Schedule
  Assignment Group: FLVSFT Group (Only escalate if necessary, otherwise resolve)

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• Dual Enrollment

  This section is for informational purposes only
  
  Service Now Template: Program Questions - FT612 - Potential or Program Questions - FT612 - Current
  
  Assignment Group: FLVSFT Group and resolve incident, escalate if the caller requires additional information
  
  Information regarding Dual Enrollment with FLVS Full Time can be found by visiting:
  
  https://www.flvs.net/student-resources/full-time/dual-enrollment

  • Students must be enrolled with FLVS Full Time for one semester before they can apply for dual enrollment and must meet eligibility requirements as indicated on the website.
  • The number of dual enrollment courses a student may take per semester is dependent on the number of credits earned and/or grade level. 
  • There are no fees for the courses or the textbooks as an FLVS Full Time student
  • Courses count as college credit and high school credit.

   

  The schools listed on our website are the only schools FLVS Full Time participates with for dual enrollment.
  
  Families can dual enroll with their local college, but they would need to complete their Letter of Intent with their district to be enrolled as home education (NOT FLVS Full Time) or enroll with into their local public school.

   

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• Schedule Change Request

  Please note: Students will have 6 courses per semester. (This is mandatory)
  
  Applicants: Can submit additional requests (such as early graduation, American Sign Language) to the “Applicant Course Request Comments” field in the application
  
  Elementary School:         
  
  We will have a window for schedule changes during the first two weeks of school. 

  Please note:  We are only able to accept schedule change requests for special area courses. 

  For changes to those courses, please contact your school counselors.
  
  Service Now Template: FT Schedule

  Assignment Group: FLVSFT Group (Do not escalate, resolve)

   

  Middle School:       
  
  Directions available on the students FOCUS announcements page

  We will have a window for schedule changes during the first two weeks of school. 

  For any schedule changes relating to core classes or electives, please contact your homeroom teachers. They will take care of requesting the change with the school counselor team.
  
  For math changes, it will need to be approved by the counselor as well as the AP over the math department.
  
  Level changes, accelerated/advanced to regular or vise versa, will also be requested through your homeroom teacher.

  Service Now Template: FT Schedule
  Assignment Group: FLVSFT Group (Do not escalate, resolve)
  

  High School:         
  
  We will have a window for schedule changes during thefirst two weeks of school. 

  Florida Virtual High School students are scheduled for a full 6 course load per semester, regardless of minimum credits necessary for graduation.  

   

  • Schedule change requests will only be honored for the following reasons: 

  • Course level adjustment (honors/AP to regular or vice versa) 

  • Students scheduled into a course which they have already completed 

  • In a course where prerequisite(s) have not been met 

   

  Schedule change requests for any other reason (elective preference) will not be granted.   

  Students may reach out to their assigned school counselor via email to inquire about schedule change requests during the first two weeks of the semester.   

  https://sites.google.com/flvs.net/flvsftschoolcounseling-/home

  
  Service Now Template: FT Schedule
  Assignment Group: FLVSFT Group (Do not escalate, resolve)

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• Scholarship Questions

  Service Now Template: Program Questions Full Time Template (Current or Potential)

  Steps to Resolve:

  Probing questions:

  1. Are you calling in reference to the PLSA Scholarship?
     1. PLSA is not available in FLVS Full Time but is available in FLVS Flex
  2. Are you calling in reference to the McKay Scholarship?
     1. McKay is not available in the FLVS Full Time but is available in FLVS Flex
  3. Are you calling in reference to Bright Futures Scholarship?
     1. Current Students - Submit a ticket to the FLVSFT Group
     2. Incoming/Prospective Students - eligible for Bright Futures - no need to escalate - direct to DOE website for additional questions on Bright Futures itself
  4. Are you calling regarding the Gardiner Scholarship?
     1. Gardiner is not available for FLVS Full Time but is available for FLVS Flex
  5. Are you calling in reference to the Family Empowerment Scholarship?
     1. Family Empowerment is not available for FLVS Full Time but is available for FLVS Flex

  Resolution:

  Completed Service Now ticket using appropriate template.

  Template must be filled out completely.

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• Summer Course Requests (Active FLVS Full Time District Students ONLY)

  Service Now Template: Program Questions Full Time K5 Current or Program Questions Full Time 612 Current
  
  High School:

  • Contact your counselor(Assignment Group: FLVSFT Group, resolve)

  • Failed a course? Your Assistant Principal will be reaching out regarding summer school (Assignment Group: FLVSFT Group, resolve)

  Middle School:

  • Contact your counselor (Assignment Group: FLVSFT Group, resolve)
  • Callers about Summer Bridge – contact their AP (Assignment Group: FLVSFT Group, escalate)

  Elementary School:
  
  FLVS Full Time students cannot take summer courses.  (Assignment Group: FLVSFT Group, resolve)
  
  
  Assignment Group: FLVSFT Group
  

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Full Time - 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

  Resolution:

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

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Full Time - Contact Information

• Request Guidance Information (Current Students ONLY)

  Service Now Template: Academic Advisement 
  
  Subcategory(Must select one): 
  
  Academic Advising/Student Support - English

  Academic Advising/Student Support - Spanish

  Steps to Resolve:

  Verify caller information
  
  During Peak Season, typically two weeks before school starts, and first three weeks of the semester, counselor and AP contact information should not be given out.

  
  Probing questions:

  • Are you looking for information on course progression?
  • Current student - Is this concerning your GPA or graduation requirements?

    If “Yes”

  • Locate guidance information in FOCUS
  • Provide contact information to caller
  • Offer transfer 

  If not able to locate counselor information in FOCUS escalate to the FLVSFT Group
  
  If Applicant:
  
  

  Note: During enrollment periods, we do not provide guidance information. Inform the caller they will be contacted if additional information is needed during the application process. 

  
  
  

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Template must be filled out completely.

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• Request Teacher Information

  ServiceNow Template Used: Teacher Contact Info

  Steps to Resolve:

  Verify caller information

  Probing questions:

  • Are you looking for your teacher’s contact information?
  • Are you trying to get in touch with your teacher?
  • Can we verify that you have the right contact information for your teacher?

     

  • If “Yes”
    • Locate teacher information on course homepage
    • Provide information to caller
    • Offer transfer 

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Template must be filled out completely.

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• Service from Teacher

  Service Now Template Used: Service from Teacher

  Steps to resolve:

  Probing Question/Script: “Are you experiencing issues with a teacher in the Full Time Program?”

                    If “yes”

  • Use the Service from Teachers Template and fill out template completely
    • Switch the “Category” to FLVSFT
    • Select the appropriate subcategory
    • Parent will receive a call within 24-48 business hours

  • Note: If parent is irate and demands immediate information please change the incident to High or Critical and escalate immediately to the FLVSFT Group.

  Resolution:

  Completed service now ticket using appropriate template.

  Template must be filled out completely

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Full Time - Enrollment

• Academic Requirements

  Service Now Template: Program Questions Full Time K5 Potential, Program Questions Full Time 612 Potential
  
  
  

  For Fall enrollment, students must meet the recommended academic progress outlined below, including the following enrollment requirements:

  • All students must maintain a full schedule of 6 courses even if student is ahead with credits toward graduation.

  • Students who need less than 6 credits to meet graduation requirements are not eligible for a diploma through FLVS Full Time. Cognia accreditation requires "the institution ensure that students graduating from the institution complete at least 25% of the courses for graduation at the institution." This means students enrolling in FLVS Full Time must earn at least 6 credits through FLVS to be eligible and receive a State of Florida diploma. Please note this includes all FLVS coursework (FLVS Flex, County Virtual School, and Global School).

  • Any student transferring from out of the country must provide a copy of the academic records, including any test scores, translated and evaluated for entrance into a Florida public school.
  • Official enrollment is contingent upon receipt of final academic records for the current school year.

   

  Any public, private, out-of-state, or homeschool students without FSA or standardized test scores may complete diagnostic screener assessments to ensure appropriate course placement and/or receive appropriate academic support. FSA scores are not required for completion of application. Any student transferring from out of the country must provide a copy of the academic records, including any test scores, translated and evaluated for entrance into a Florida public school.
  

  Incoming Kindergartners

  • No academic requirements apply

  Incoming 1st Graders

  • Successful completion of Kindergarten
  • Submit prior year report card*
  • Submit most recent FAST** (reading and math)

  Incoming 2nd Graders

  • Successful completion of 1st grade
  • Submit prior year report card*
  • Submit most recent FAST** (reading and math)

  Incoming 3rd Graders

  • Successful completion of 2nd grade
  • Submit prior year report card*
  • Submit most recent FAST** (reading and math)

  Incoming 4th Graders

  • Successful completion of 3rd grade
  • Submit prior year report card*
  • Submit most recent FAST** (reading and math)

  Incoming 5th Graders

  • Successful completion of 4th grade
  • Submit prior year report card*
  • Submit most recent FAST** (reading and math)

  Incoming 6th Graders

  • Promotion from 5th grade 
  • Submit prior year report card verifying promotion from 5th grade*

  Incoming 7th Graders

  • Passing grades in 6th grade core courses, including math, science, social studies, and language arts
  • Submit prior year report card verifying passing grades in prior grade core courses, including math, science, social studies, and language arts*
  • Submit most recent FAST** (reading and math) and EOC scores
  • Students who have earned high school credits while in middle school must submit an unofficial transcript. Unofficial transcripts should include the most recent state test scores ( FAST**, EOC) or score reports should be included as academic documentation.

  Incoming 8th Graders

  • Passing grades in 7th grade core courses, including math, science, social studies, and language arts
  • Submit prior year report card verifying passing grades in prior grade core courses, including math, science, social studies, and language arts*
  • Submit most recent FAST** (reading and math) and EOC scores
  • Students who have earned high school credits while in middle school must submit an unofficial transcript. Unofficial transcripts should include the most recent state test scores ( FAST**, EOC) or score reports should be included as academic documentation.

  Incoming 9th Graders

  • Promotion from 8th grade
  • Minimum unweighted cumulative GPA of 2.0, if applicable
  • Submit report card verifying promotion from 8th grade*
  • Submit passing FAST** (reading and math) and EOC scores or an unofficial transcript for high school credits earned. Unofficial transcripts should include passing state test scores (FAST**, EOC) or score reports should be included as academic documentation.

  Incoming 10th Graders

  • Successful course completion of the following:
  • English 1
  • Algebra 1 or Geometry
  • 6 minimum accumulated credits
  • Minimum unweighted cumulative GPA of 2.0
  • Proficient* scores on 9th grade FAST ELA** and any applicable EOCs
  • Submit report card verifying promotion from prior grade(s)*
  • Submit passing FAST**/FSA (reading and math) and EOC scores or an unofficial transcript for high school credits earned. Unofficial transcripts should include passing state test scores (FAST**, FSA, EOC) or score reports should be included as academic documentation.

  Incoming 11th Graders

  • Successful course completion of the following:
  • English 1 and 2
  • Algebra 1 or Geometry
  • 1 science (Biology or an equally rigorous science)
  • 1 social science (World History, US History, Government/Economics)
  • 12 minimum accumulated credits
  • Minimum unweighted cumulative GPA of 2.0
  • Proficient* scores on 10th grade FAST ELA** and Algebra 1 EOC, as applicable
  • Submit report card verifying promotion from prior grade(s)*
  • Submit passing FAST**/FSA (reading and math) and EOC scores or an unofficial transcript for high school credits earned. Unofficial transcripts should include passing state test scores (FAST**, FSA, EOC) or score reports should be included as academic documentation.

  Incoming 12th Graders

  • 9th grade cohort year must be on track for 4-year graduation
  • Successful course completion of the following:
  • English 1, 2 and 3
  • Algebra 1, Geometry, and a 3rd math credit
  • 2 sciences (Biology and 1 equally rigorous science course)
  • 2 social sciences (World History, US History, Government/Economics)
  • 18 minimum accumulated credits
  • Minimum unweighted cumulative GPA of 2.0
  • Passing test scores for 10th grade FSA ELA or concordant score
  • Passing test scores for Algebra 1 EOC, Geometry EOC, or concordant score
  • Submit report card verifying promotion from prior grade(s)*
  • Submit passing FAST**/FSA (reading and math) and EOC scores or an unofficial transcript for high school credits earned. Unofficial transcripts should include passing state test scores (FAST**, FSA, EOC) or score reports should be included as academic documentation.

  Prior Year Homeschool Students

  • Florida homeschool students: Provide most recent district homeschool evaluation indicating student is on grade level.
  • Out-of-state homeschool students without an evaluation or standardized tests: Submit a current student portfolio with evidence of work samples and activity logs (may be required).
  • Complete the Homeschool Prior Academic History Form
  • Florida Homeschool Students: Provide most recent district homeschool evaluation and most recent standardized test scores, if applicable.
  • Out-of-State Homeschool Students: Those without an evaluation or standardized tests, submit a current student portfolio with evidence of work samples and activity logs (may be required)
  • Current FLVS Flex Students: Submit Cumulative Academic Record or unofficial transcript from VSA

  * Proficient is defined as scores 3, 4, and 5 on state assessments.

  ** In some cases, students without FSA/FAST or standardized test scores may complete diagnostic screener assessments to ensure appropriate course placement and/or receive appropriate academic support. FSA/FAST scores are not required for incoming private, out-of-state, or homeschool students, but diagnostic screening assessments will be used to determine eligibility.

  * Please do not withdraw your child prior to the close of the current school year and only after you have received official notice of enrollment into FLVS Full Time. Students with obligations to the prior school that prevent the release of official academic records may be subject to withdrawal prior to the end of the semester.

  ** FAST scores are not required for incoming private, out-of-state, or homeschool students. Students without FAST or standardized test scores may complete diagnostic screener assessments to ensure appropriate course placement and/or receive appropriate academic support.

  
  Questions or concerns surrounding FSA language:
  
  What is a diagnostic screener assessment?

  Diagnostic screener assessments are assessments conducted by state certified personnel who can determine mastery in subjects to ensure appropriate placement and academic support

  Will FLVS Full Time provide these screenings to determine placement?

  A staff member from the school will reach out if a diagnostic or screener is necessary for your child.

  What areas will screenings cover?
  
  Reading and math

  How will this be conducted?

  They will be conducted virtually after acceptance, preferably with a camera.
  
  
  

  Requirements for Students with Disabilities

  • Students with disabilities are required to meet the state and school admission criteria in order to be accepted into FLVS Full Time, just as their non-disabled peers.
  • Current Individual Educational Plans (IEP) of student applicants who meet the school’s entrance criteria will be reviewed on an individual basis in order to determine the appropriateness of the full-time virtual education option.
  • Please view the FLVS Full Time handbook on Exceptional Student Education (ESE) and Section 504 for more information on students with disabilities.

  Families who contact us regarding delay of Records due to financial obligation

  If a family is having issues obtaining records due to outstanding financial obligations to a previous school - please let them know that full academic records are a requirement of the program and FLVS Full Time will be unable to obtain them if the school will not release them. (DO NOT ESCALATE)
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• Age Requirements

  Age Requirements:

  • Students enrolling in Kindergarten must be 5 years old on or before September 1 in the school year for which he or she is enrolling.
  • Students enrolling in first grade must be 6 years old on or before September 1 in the school year for which he or she is enrolling.
    • The following requirements apply to students in grades 9-12 only:
      Students must be able to meet high school graduation requirements prior to their 20th birthday.
    • Age requirements for students with disabilities that have an active Individual Educational Plan (IEP) differ from the general school age requirements.
  • Birth Certificate is the only acceptable form of proof of age
  • For a foreign birth certificate, a translated copy must be provided.
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• Application Issues

  Service Now Template: FT Focus Application Issue
  
  

  Steps to Resolve:

                  Has the application been submitted?

                  If Yes

  • Determine exact nature of issue using appropriate job aide and escalating as necessary

  If No

  • Determine where the issue is
    • Ensure user is using Google Chrome
    • Ensure user is on a laptop or desktop PC
  • Submit ticket to the FLVSFT Group using the appropriate job aide - detailing issue, page it is occurring on. (If validation please do not attempt to troubleshoot)

  Username/Password & Email Validation
  
  Resolution:

  Completed Service Now ticket using appropriate template.

  Template must be filled out completely.

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• Application Process Overview

  Eligibility & Documentation (Parents and students should review this before starting an application)

  • Parent reviews eligibility requirements (www.flvs.net/full-time)
    • Review residency (Proof of Residency job aide)
  • Age Requirements (Age Requirement job aide)
  • • Students enrolling in Kindergarten must be 5 years old on or before September 1 in the school year for which he or she is enrolling.
    • Students enrolling in first grade must be 6 years old on or before September 1 in the school year for which he or she is enrolling.
    • The following requirements apply to students in grades 9-12 only:
      Students must be able to meet high school graduation requirements prior to their 20th birthday.
    • Age requirements for students with disabilities that have an active Individual Educational Plan (IEP) differ from the general school age requirements.
  • Academic requirements based on student grade level (Academic Requirements job aide)
    • Students with disability requirements
  • All students must submit an application, including current Flex students

  • Parent gathers the required documents needed for the application (Minors can not enroll themselves, this must be done by a parent or legal guardian, if they are not they need to supply custody documentation)
    • Proof of Age
    • Proof of Residency
    • Immunization Records
    • Academic Records
    • Other docs as needed (custody, 504, IEP)

  FLVS FULL TIME APPLICATION PROCESS SUMMARY

  Step 1 - Parent starts a new application at https://flvs.focusschoolsoftware.com/focus/apply/

  (FYI - This is the only application system they can save and continue later)

  Step 2 - Parent then validates their email address to continue that application from an email they receive asking them to click a link to verify the email used is real

  This is what we call Validation and where they can run into some problems with the link not working or saying the email is not able to be verified. We escalate using the Validation section of the FT Job Aide as we cannot fix this here

  Step 3 – Once email is validated, they login with the email address used for validation and the PW they used to start the application at the application submission page https://flvs.focusschoolsoftware.com/focus/apply/ using the Continue Application tab. Families are now required to watch and acknowledge the enrollment video now within the application.

  Step 4 - Application is complete and submitted. The parent and student, depending on if multiple emails are listed, receive email confirmation the application is submitted

  They will no longer login using their email address as the username after Step 4

  Step 5 - Application moves through the process of document review and if a document is needed the user will receive an email notice with the correct UN and PW to login to the FOCUS site vs the email address and PW to login to the application  https://flvs.focusschoolsoftware.com/focus/index.php

  Step 6  - Acceptance, parents get an email to confirm enrollment and approve 'schedule '. Parents struggle here because they think by approving this they agree to the schedule and cannot request changes BUT they can later. They need to do this step even if they do not agree with the immediate schedule because if they do not do this, they are not confirming enrollment and will not start.

  Step 7 - After enrollment confirmation they need to create the parent portal (Focus) account while the student uses the UN and PW from step 5 to login to Focus.

  Both will login at the following address: https://flvs.focusschoolsoftware.com/focus/index.php

  Validation & Application Process (In-Depth)
  
  Parents will begin the application by visiting https://flvs.focusschoolsoftware.com/focus/apply/index.php
  

  
  
  
  

  Parents will need to check email for validation email - cannot be completed from a smartphone or tablet device and must use Google Chrome (use the Validation Concern job aide for issues)
  
  Once the email address is validated they login with the email address used for validation and the PW they used to start the application at the application submission page https://flvs.focusschoolsoftware.com/focus/apply/ using the Continue Application tab.

  IF THE PARENT CHOOSES TO SAVE FOR LATER PLEASE ADVISE PARENT TO WRITE DOWN USERNAME AND PASSWORD TO FINISH APPLICATION LATER!!!!!

  Once application is complete and submitted, check your email(s) for notifications on the status of the application. We will verify the application and documents and notify the parent if anything is missing or needs to be resubmitted. (This process can take multiple notifications and steps to finalize based on parent submissions)
  
  School counselors will then review your student’s academic history and finalize grade level and course placement.
  
  List of Icons for various steps in process
  
  
  

  •Check to be sure application is complete on the Phase 1 tab. If an application is still in progress but everything is submitted including 4 questions = Y on bottom of tab, create a ticket to FLVSFT Group

  The parent will get an acceptance letter when this process is completed

  Acceptance & Enrollment: 

  Confirm your student’s schedule and intent to attend FLVS Full Time after all documents are received and verified.
  
  (Mandatory for enrollment - review Schedule Change Request for concerns regarding schedules)

  Once confirmed the student will be enrolled. 

  Once the student is enrolled and no longer shows in the "Applicant" school families are able to withdraw them from their current school setting (physical school or home education)

  We will assign your student’s classes and teachers and your student can login and begin working online on the first day of the new school year. 
  
  
  
  

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• Application Status Update

  Service Now Template Used: FT Enrollment Status Update

  List of Icons throughout application process (no icons and active - means application has not been submitted)
  
  

  Steps to Resolve:

                  Has the application been submitted?

                  If Yes

  • If parent has questions pertaining to communication from Enrollment or additional questions that are not covered in job aide resources please submit ticket to the FLVSFT Group
  • Advise the parent they will receive assistance within 24-48 business hours.  72 business hours during peak months

  If No

  • Walk parent through submitting the application
  • Advise the parent of the review process using the Application Process Overview job aide

  Resolution:

  Completed Service Now ticket using appropriate template.

  Template must be filled out completely.

  Ineligible Students

  Service Now Template Used: FT Enrollment Eligibility Update

  Important note: If at any time you see the student as ineligible in the status please submit a ticket to the FT group and advise the parent the application is under review.
  DO NOT STATE THE STUDENT IS INELIGIBLE ANYWHERE IN THE CUSTOMER VISIBLE SECTIONS OF THE TICKET - Work notes are acceptable - "Student is marked as ineligible" 

  DO NOT inform family their student is ineligible at any time during the call. 

  ***Please do not edit or change 'details' section of Description box***

              
  

  Resolution:

  Completed Service Now ticket using appropriate template.

  Template must be filled out completely.

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• Application Table of Contents

  
  
  This section is to provide details on each page of the FLVS K-12 application for the 2023-24 school year, fall semester.  Spring semester details can be located here: Full Time Spring Application Guide. 
  
  Agents should be mindful of links back to resource sections of the existing job aides on pages where there may be concerns or issues. 
  
  Validation and Video Acknowledgement Steps
  Validation links, same email, link to video families must watch and Acknowledgement page
  
  Page 2 of the Application
  Documentation information by grade level
  
  Page 3 of the Application
  School and demographic information
  
  Page 4 of the Application
  Address and Contact Information
  
  Page 5 of the Application
  Race and Ethnicity information
  
  Page 6 of the Application
  IEP/504 Documentation
  
  Page 7 of the Application
  Home Language information
  
  Page 8 of the Application
  Zoned school information
  
  Page 9 of the Application
  Previous Discipline information
  
  Page 10 of the Application
  Income information
  
  Page 11 of the Application
  Additional Parent/Guardian information
  
  Page 12 of the Application
  Upcoming school year information
  
  Page 13 of the Application
  Flex course & NCAA information  
  
  Page 14 of the Application
  Academic History information 2021-22
  
  Page 15 of the Application
  Academic History information 2020-21
  
  Page 16 of the Application
  How did you hear about us information
  
  Page 17 of the Application
  Course Selection/AICE information
  
  Page 18 of the Application
  Birth Certificate, POR(A&B), Immunization & custody upload information
  
  Page 19 of the Application
  Academic documentation upload information
  
  Page 20 of the Application
  Certifications and submission page
  
  
  
  
  
  
  
  

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• Change Program - FLVS Full Time District to Flex as Home Education (Actively enrolled FLVS Full Time students only)

  This section is for informational purposes only and should be resolved or escalated as Update Account Information to the FLVSFT Group as needed

  Please ensure the student has completed

  • Completed the withdrawal process from FLVS Full Time      
    • If the student is active in FOCUS please follow the  FLVS Full Time Withdrawal Process - Active Students
    • If the student is inactive in FOCUS please follow the below:
    1. Provide Student with Username for VSA account and reset the password (Do not provide the VSA password until the student isinactive in FOCUS)
       • If the parent/guardian contacting us is not listed in VSA please have the listed parent contact us directly to verify the account. 
    2. Please direct student to www.flvs.net and login to VSA
    3. Update account to reflect home education status
    • Student Records
    • Academic Profile
    • Update District to district of residence removing FLVS Full Time (Not for Home education)
    • Select Home Education Program student from school drop down menu

       

  • If the family mentions transferring gradebooks or wishes to continue finishing courses please submit a Program Questions (K5 or 6-12 Current) ticket to the FLVSFT Group
  • Please ensure that caller knows and understands the Homeschool verification Process and Proof of Residency processes before discontinuing the call

  
  
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• Confirmation of Withdrawal

  Service Now Template: FT Confirmation of Withdrawal
  

  Steps to resolve

  Probing Question/Script:

  Are you looking for confirmation of withdrawal from FLVS Full Time?
  
  Non Peak requests - 24-48 business hours
  Peak requests - up to 10 business days (Peak times are at the beginning and end of each semester and almost all of the spring semester)

  Resolution:

  Completed service now ticket using appropriate template.

  Template must be filled out completely

  
  
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• Full Time Enrollment CLOSED Questions

  Service Now Template: FT Spring Enrollment Questions or FT Fall Enrollment Questions
  
  **These templates are ONLY for:
  
  

  • Spring Enrollment opening (DO NOT use after Spring semester has begun)
  • When Fall Enrollment will open. 
  • Full Time Program Questions template for general questions about the program itself.

  Probing Question if not already offered by customer Are you an active military family?

  (Please do not ask customers if they are homeless or undocumented - please follow the process below)

  If customer volunteers information that they are homeless or undocumented immigrants - DO NOT inform them we are closed.  Please use appropriate template, fill it out completely and escalate to the FLVSFT Group for assistance.  
  

  Response for closed to NON Active Duty Military families, NON homeless families, NON undocumented immigrants
  

  Florida Virtual School is open to all students in Kindergarten -12^th . Florida families who wish to enroll with FLVS, may do so with FLVS Flex. Families outside of Florida may enroll through FLVS Global School. Both schools are open 365 days a year and courses are taught by state certified teachers using FLVS award-winning online curriculum.

  For families who wish to enroll in FLVS Full Time, which follows a traditional 180-day calendar, enrollment dates are available on our website.  

  We encourage all prospective families to visit www.flvs.net for more information. 

  Resolution:

  Completed service now ticket using appropriate template.
  
  This template/sub-category combination is ONLY to be used when Full Time enrollment is closed.  
  
  One ticket per family
  

  Template must be filled out completely

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• Intent to Return

  Intent to Return(ITR): At the end of each school year FLVS Full Time families are asked if they are returning for the upcoming school year.  This usually takes place in the last few months of school leading up to the end of June.  If a family contacts us and it is before the end of school and is not completing the remainder of the CURRENT school year with FLVS Full Time this is a withdrawal; please refer to withdrawal process. 
  
  Students/Parents will receive yearly notification regarding their Intent to Return for the upcoming school year.  
  
  Families will then be contacted by their Homeroom/grade level teacher if they did not complete that process in the monthly call following the deadline to complete the survey. 
  
  If the family is not returning for the UPCOMING/FOLLOWING school year this is ITR.  
  
  

  Probing question/script: “Are you the parent/guardian of (student)?”

  • Please verify if caller is the parent/guardian with the gavel on the account. **Follow Verification SOP if no gavel**(Do not discuss gavel verbiage with caller - gavels establish custody - so custodial parent is sufficient)
  • If the caller is the student, are they over 18?
  • Verify in Focus.
  • Verify with caller that they have not previously submitted an ITR "no" or "yes" already.

  Resolution:
  
  Service Now template: ITR 
  
  If the family is calling to complete the ITR process before the end of the school year please direct them to their homeroom/grade level teacher.  
  
  If the family is calling after  the last day of school but before June 25th please do the following:
  
  If they are not returning  -  Use Withdrawal Process
  If they are returning:
  
  

  1. Unsure sure if they completed ITR - Escalate using Intent to Return template in Service Now to FLVSFT Group
  2.  Wish to switch from "no" to "yes" and stay for the upcoming school year -Escalate using Intent to Return template in Service Now to FLVSFT Group

  
  

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• Parent Enrollment Confirmation

  Service Now Template: FT Enrollment Status Update 
  
  If a parent calls in with questions on receiving the email "Please confirm student schedule and enrollment"
  
  

  • Families must confirm enrollment even if they have concerns about the students schedule - 2 week schedule change window which starts on the first day of school

  
  
  
  
  

  • Make sure parents are following the directions in the email itself
  • • Your child's status as a student is not official until you complete the confirmation.  Please see directions below for this important step:
      1. Log in to your parent/guardian portal in FOCUS by selecting https://flvs.focusschoolsoftware.com/focus/index.php
      2. Use the username and password you created to log into your account.  (If you have lost your username/password, please call (800) 374-1430).
      3. Select the green button to begin the parent enrollment confirmation on your parent portal home page.
      4. Complete the required fields on the form and be sure to Submit and Finish at the bottom of the form. Important:  Students will not be processed for enrollment without completing this final step.
    • Questions on if they completed the form and confirmed enrollment
      • Did they click the green button and complete the form (Y/N)
      • Yes - there is nothing further for them to do
      • No - login and click the green button to complete the form
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• Parent Portal - Creation and Concerns

  Service Now Template: FT Parent Portal
  
  

  New Families:
  
  Verify in "letter log" tab that the email was sent to parent to create the portal (this only happens upon acceptance)
  
  If yes please assist using below screenshots. 
  
  If no, please send a FT Parent Portal incident to the FT Group.
  
  Click on the following link: https://flvs.focusschoolsoftware.com/focus/auth/ 

  
  
  
  
  Read the directions on the landing page (above screenshot) and then select I DO NOT have an Account Registered on the Parent Portal but my child is Actively Enrolled.
  
  

  Enter your name, exactly as it appears on your driver's license and your email address and click Submit.

  
  
  Enter your student's: username and password (that was used to initiate the online application), student ID (2995), and date of birth.  Select Add Student.
  

  

  If completed select I am FINISHED adding students Please take me to the Portal

  If not completed select I would like to ADD ANOTHER CHILD

  

  Please note that only contacts who should receive electronic communication (listed as a parent/guardian on the student's account) regarding the student may create a Parent Portal account.  FLVS Full Time will verify all parent accounts.  (Typically within 2 weeks of the start of school) Once a parent/guardian account is verified, you will be able to login and have access to view your child's information.  Use this link once verified:  https://flvs.focusschoolsoftware.com/focus/index.php

  
  Existing Families:
  
  Create FT Parent Portal incidents if the user cannot be located or if the user is not linked to the student.  (This can occur with imported Connections Academy students)
  
  If there is a "one off" situation please escalate to the FT Group for assistance.
  

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• Proof of Immunizations

  Proof of Immunization

  Provide Florida Certificate of Immunization:

  Form DH680 or exemption forms DH681, DH680B or DH680C. Please ensure the below information is included if submitting Form DH680.

  Grades Kindergarten-12:

  • Four or five doses of diphtheria, tetanus, and pertussis (DTaP) vaccine*
  • Three, four, or five doses of polio vaccine
  • Two doses of measles, mumps, and rubella (MMR) vaccine
  • Two or three doses of hepatitis B vaccine
  • One or two doses of varicella vaccine

  *Students entering grades 7-12 are required to have one tetanus, diphtheria, acellular pertussis (Tdap) vaccine.

   

  **If immunizations are on out of state forms they must be transferred to the FL DH 680 prior to application submission. 

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• Proof of Residency

  Service Now Template: FT Enrollment Status Update or FT Shared Domicile Form
  
  Steps to Resolve:

  Students/Parents must submit one document from Group A as well as one document from group B
  
  Students must have valid proof of Florida residency to be eligible for enrollment. Families living outside the state of Florida due to military service must provide a statement of earnings indicating Florida as their state of legal residence and the orders that moved the family out of state.
  
  Group A (Must Submit one of the following)
  
  

  • Property tax statement
  • Lease agreement with name of lessee and contact information
  • Mortgage statement
  • Home purchase contract or mortgage commitment, including specified closing date, with copy of deed to be provided within 60 days of closing

  
  
  Group B (Must Submit one of the following) 

  • Homeowner’s insurance statement (must be dated within 12 months)
  • Current parent/guardian Florida driver’s license or Florida identification card
  • Automobile insurance statement (must be dated within 6 months)
  • Utility bills: gas, water, sewage, electric, cable/internet or home/cellular telephone bill (must be dated within 60 days)

  
  Military Families
  
  Military orders along with one of the following documents:
  
  DD Form 2058 State of Legal Residency Certificate Leave and Earning Statement (LES)
  
  Shared Domicile Form
  
  If the caller states they do not have anything from Group A (due to their living situation) please submit a ticket to the FLVSFT Group so they can be sent a Shared Domicile Form. (notate this in the notes )- do not change the description)

  They must still be able to provide POR B in the parent/guardians name on the application,  the Shared Domicile does not cover this. 

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Template must be filled out completely.

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• Update Account Information

  Service Now Template: FT FLVS Update Account Information or FT Legal Doc

  Steps to Resolve:

  Probing question: “What information do you need to update?” 
  
  Are you an applicant(if enrollment is open) or a current student?
  
  
  Applicants
  
  All errors to student name, DOB & grade level will be corrected during the review process there is no need to escalate.
  
  All other errors in applications such as address & adding a parent must be escalated per normal.

  Enrolled Students ONLY:
  
  If address, phone number, or email address:
  
  ADDRESS CHANGE
  
  Parents can update their primary address in FOCUS from their parent portal.  The change will be submitted for approval.  A member of the Enrollment and Assessment team will reach out via email requesting updated proof of residency documents.  Once the documents are received, the change request will be approved.

   

  Parent portal>My Child>Child Info

   

  1. Select Address the parent wants to update from the address block

     

  2. Parent should enter the changes to the address in the appropriate fields.

      

     

  3. Save at the bottom right

     

  4. Parent will receive message that the change request has been submitted for approval.

   

   

   

  STUDENT EMAIL/PHONE CHANGES

  Enrolled Students ONLY:
  
  Student Steps:

  1. Student – Left hand side "My Information" then go to "Phase 1 Application"
  2. Edit student email address and/or student phone number.
  3. SAVE top right.

  
  
  

  
  
  
  
  
  
  
  
            

  Parent Steps

  1. Parent can update student email without approval by going to their parent portal>My child>Child Info>Phase 1 Application tab 
  2. Scroll down to student mobile phone number/student email address and edit as needed. 
  3. SAVE at the top right.

  
  
  
  
   
  
  

  
  
  If birthdate:

  • Use FT FLVS Legal Doc template and fill out template completely

  If legal information changes, such as custody or name:

  • Use FT FLVS Legal Doc template and fill out template completely

  If guardian or gavel(custodial parent) updates/changes:
  
  Enrolled Students ONLY:

  ADDING A PARENT/GUARDIAN

  1. Parents can add a new contact from their parent portal. The change will be submitted for approval. Someone from the Enrollment and Assessment team will reach out via email requesting primary parent to complete the caretaker form to add a contact with a gavel. Once the documents are received, the change request will be approved. Emergency Contacts will be approved without additional documentation.   Parent portal>My Child>Child Info

  
  

  2. Select add new contact the top right of the address block

  

  3.  Parents should enter all appropriate information for the new contact.Be sure they indicate custody or emergency contact.

  

  4.  SAVE

  
  
  5.  Parents will receive this message indicating that the change requires approval.

   

   

   PARENT EMAIL/PHONE CHANGES

  1. Parents can update their email and phone in FOCUS from their parent portal. The change(s) will be submitted for approval. Approvals will be processed within 48 hours of submission.

     Parent portal>My child>Child Info

     

  2. Parent Clicks Addresses & Contacts, then Parent selects parent name for the information they want to update.

     

  3. Update information that needs changing, ie. Custody, email, phone

     

  4. Save at the bottom right.

     

  5. Parent will receive a message that the change will require approval.

  

   

  
  

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Template must be filled out completely.

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• Withdrawal from FLVS Full Time (Actively Enrolled Students)

  Service Now Template: FT Withdrawal Request
  
  FLVS Full Time families wishing to withdraw their active student(s) from the program must provide next school information unless they are moving out of the state of Florida.  The withdrawal will not be processed without this information. 
  
  

  Cannot be requested through chat, use withdrawal chat response to advise user to call in
  
  ****If the student is in grades 9-12 please change the sub-category to FLVSFT HS Withdrawal Request and inform the caller that there is a new process.  Families are required to request withdrawal through this process.  When the ticket is escalated they will receive directions from the High School on the process.  They cannot withdraw by calling.  

  
  
  ***FLVS Full Time students do not "withdraw" from FLVS Full Time courses - they can request schedule changes Schedule Change Request
  
  Intent to Return(ITR): At the end of each school year FLVS Full Time families are asked if they are returning for the upcoming school year.  This usually takes place in the last few months of school leading up to the end of June.  If a family contacts us and it is before June 25th and is completing the remainder of the CURRENT school year just not returning for the UPCOMING/FOLLOWING, this is ITR, please refer to ITR Process.
  
  If they are contacting us (no matter the time of year) and state they are immediately withdrawing please follow the below withdrawal process. 
  
  Withdrawal Process Active FLVS Full Time Students (Not Intent to Return/ITR)

  Steps to Resolve:

  Verify caller information.

  Probing question/script: “Are you the parent/guardian of (student)?”

  • Please verify if caller is the parent/guardian with the gavel on the account. **Follow Verification SOP if no gavel**(Do not discuss gavel verbiage with caller - gavels establish custody - so custodial parent is sufficient)
  • If the caller is the student, are they over 18?
  • Verify in Focus.
  • Verify with caller that they have not previously submitted an ITR "no" or "yes" already. (done at the end of the school year)

  If ITR "no"
  (are not planning to return)
  Processed at the end of the month and the new school should request the records from FLVS, do not escalate unless they are insistent.
  
  If ITR "yes" but switching to "no"
  (were planning to return but now are not)
  Is the school year over? - No?  Process using the ITR Process but indicate the switch, explain those are done at the end of the month.
  Is the school year over? - Yes?  Use  below
  
  

  If “No” ITR was completed and/or the school year is not over and immediate withdrawal is requested

  Please instruct caller that only a parent/guardian can request a withdrawal.

  If Parent/Guardian is on phone = “Yes”

  Are you moving out of state?

  If Parent/Guardian states “Yes”

  • What state are you moving to?
  • What is the name of the school your student will be attending? *
  • Is it a public, private or charter school?

  *If parent/guardian does not know the name of the school, then we only need to know the type of school (public/charter or private).
  
  If Parent/Guardian states "No” (not moving out of state)
  
  Complete all portions of the incident including next school information
  
  
  If the caller is just an "applicant" and wishes to "cancel their application" or "Withdraw the application". 
  
  Please refer to  Full Time Applicant Withdrawal Process
  

    

  If “No”

  • What is the name of the Florida school your student will be attending? **
  • What Florida county is the school located in?
  • Is it a Florida public, private or charter school? **

  **If the parent/guardian does not know the name of the school or the type of school, please inform them that we cannot process their request.

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Assign to the FLVSFT Group (Never Assign to the IL Concern Queue)
  Template must be filled out completely.
  

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• Withdrawal from FLVS Full Time (Applicants ONLY)

  Service Now Template: FT Withdraw Application Request
  
  Cannot be requested through chat, use withdrawal chat response to advise user to call in
  

  Steps to Resolve:

  Verify caller information.

  Probing question/script: “Are you the parent/guardian of (student)?”

  • Please verify if caller is the parent/guardian with the gavel on the account. **Follow Verification SOP if no gavel**(Do not discuss gavel verbiage with caller - gavels establish custody - so custodial parent is sufficient)
  • If the caller is the student, are they over 18?
  • Verify in Focus.

  
  

  If “No”

  Please instruct caller that only a parent/guardian can request a withdrawal.

  If the caller is just an "applicant" and wishes to "cancel their application" or "Withdraw the application". 
  
  They will NOT be in a schoolhouse (K5, 6-8 or 9-12)
  
  
  

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Assign to the Full Time Group

  Template must be filled out completely

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Full Time - ESE, 504, Special Accommodation Concerns

• ELL/ESOL/Translation

  Service Now Template: ESOL/ELL/Translation - Full Time

  Steps to Resolve

  If a user calls with questions regarding ELL/ESOL for an FLVS K -12 District
  
  If a user calls with questions regarding ELL/ESOL and their pending application please have them email [email protected] or escalate a ticket to the FLVSFT Group. 
  
  Resolution:
  

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

  Assigned to: FLVSFT Group
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• ESE Services

  Service Now Template: FT ESE

  All students applying to enroll in FLVS K -12 District must meet the school enrollment criteria. When students with disabilities or impairments apply to enroll in FLVS K -12 District, student records will be reviewed by FLVS to determine whether full-time virtual instruction is appropriate. All necessary ESE services and related services must be able to be delivered online in a virtual manner to students at FLVS K -12 District. If comparable services are not available or not appropriate in a full-time online environment, or if FLVS K -12 District has concerns that a full-time online setting may not be the Least Restrictive Environment (LRE) for the student, then other educational options will be discussed during the application process. 

  Steps to Resolve

  • Information
    • When the parent calls requesting information in regards to ESE students including information regarding IEP and 504 plans.

  • Complete Service Now Escalation/Ticket template:
    • Make sure to provide all of the student’s contact information to include
      • Student Name
      • Parent Name
      • Phone Number
      • Email Address

  Please note that all other details of the conversation are NOT to be entered in to the incident for the privacy of the student
  
  Assigned to: FLVSFT Group

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Full Time - Expulsions

• Expulsions

  This section is for informational purposes only - please escalate to the FLVSFT Group using the appropriate Program Questions template based on grade level when necessary

  If a parent/student calls and mentions expulsion, pre-expulsion or alternative placement please refer to the below information:
  
  Families can begin an application, but they must answer the questions regarding their student's disciplines.  Once completed and submitted a member of the administrative team will review the student's records to determine eligibility.
  
  If the family wishes this to be escalated and answered based on disciplines before the application is submitted please submit a ticket to the FLVSFT Group

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Full Time - Private/Protected FOCUS Account

• Private/Protected Account - FOCUS

  Service Now Template: FT Private Account
  
  Private/Protected Accounts in FOCUS will appear with a red blinking light on the screen after the name is searched for.
  
  
  
  If the account is Private/Protected:
  
  DO NOT provide any information to the user - please use the below statement:
  
  "Unfortunately, I do not have access to the information requested on the account.  I will however submit a request to the Full Time school and someone will reach back out to you as soon as possible"
  
  DO NOT inform the user that the account is Private/Protected
  
  DO obtain all information requested in the template and place it in the work notes of the template and escalate to the FLVSFT Group - DO NOT Resolve, DO NOT place any information in the Description box.  (There is a message there that will automatically be sent to the user)
  
  DO notify a supervisor immediately
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Full Time - Program Information

• AICE - Cambridge

  This section is for informational purposes only and all other questions should be escalated as Program Questions - 612 - Current or Potential to the FLVSFT Queue
  
  

  Cambridge Advanced International Certificate of Education (AICE) Diploma Program - Overview & FAQs

  Overview

  The Cambridge Advanced International Certificate of Education (AICE) Diploma is an international curriculum and examination system that emphasizes the value of broad and balanced study. Alongside in-depth understanding of a variety of subjects, students also need to master a broader range of skills critical for success in university study and employment. 

  AICE provides a broad curriculum with a balance of math and science, languages, art and humanities, and interdisciplinary subjects. The program offers flexibility and choice by allowing students to select subjects within the program.
  
  Is this available to my Florida Virtual middle school student or Flex middle or high school students?
  
  AICE is primarily available to Florida Virtual High School students.  (further questions on grade level eligibility should be escalated)  There is currently one course available to Flex high school students (lease see AICE info or course catalog)

  AICE Info

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

  This section is for informational purposes only and should be resolved or escalated as Program Questions to the FLVSFT Queue as needed
  
  Please read verbatim to callers
  

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

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• Day in the life of a FLVS Full Time       Student

  This section is for informational purposes only and should be resolved or escalated as Program Questions - FT612 - Potential,  Program Questions - FT K5 - Potential to the FLVSFT Group as needed  
  
  Informational Videos (Can be provided to families)
  **Only include video link, no need to include the schoolhouse unless they have multiple students**
  
  ES https://drive.google.com/file/d/1JveTg1k31DmtohulcW5oUKa2_yAE4G4l/view?usp=sharing

  MS http://bit.ly/FTMiddleInfoVideo

  HS https://bit.ly/FTHSInfoSession2022

  Live Lessons
  All lives lessons are conducted using Zoom and are recorded & available for viewing later in all schoolhouses.
  
  
  All Full Time students are required to take 6 courses **even if they do not need 6 credits to graduate, they are required to take 6
  
  

  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,  working printer with a supply of printer ink. Some assignments will need to be printed out.  Webcam's are required.   Additional supplies that may be needed would be for science experiments or art projects, but most of those are household items.

  What classes- One math, one Language Arts, one Science, one social studies and two electives. (Spanish, Computer Science, PE and Art – chose 2).  Students will have one  teacher for core courses and two additional teachers for electives/special areas

  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.  If your child is spending more time in the afternoon than you are comfortable with, you are advised to reach out to the teacher to discuss solutions. 

  There are no live lessons on Fridays but it is an opportunity for students to complete their weekly assignments and get extra assistance from their teachers as needed as well as participate in free, optional clubs at different times.

  
  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. 

  
  Attendance/Weekly Submissions: Elementary 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). Per statute, all public school students, including FLVS Full Time students, will be required to take the these assessments.
  
  What is the student to teacher ratio going to be during class time live lessons?

  We will have 35-40 students assigned to each core classroom teacher.

  How many assignments are assigned each week? How much more time will they need to work beyond the morning class times? How much printing will be required?

  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.

  Can kids work at a faster pace if they’re able to?

  We encourage students to stay with the set pace of the class so that when they attend Class Time, they are making connections between the online lessons and the class time content. If you feel that your child needs an extra challenge, talk to his/her teacher about how your child’s needs can be met as they complete their work independently.

  ---

  
  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 Owls 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 was learned.  Assignments vary- multiple choice quizzes/exams, short answer questions, discussion-based assessments (test over the phone with each teacher 2 times per semester, per course), 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, 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 or phone with camera is required if 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 required.

  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.  

  Additional Resources that can be given to families(Do not include this line to families):
  

  • General Full Time questions, please direct them to the website: https://www.flvs.net/how-it-works/enrollment-options/full-time 
  • Course offerings:

  https://www.flvs.net/elementary-school-courses#fulltime

  https://www.flvs.net/middle-school-courses

  https://www.flvs.net/high-school-courses 

  • Dual enrollment, student clubs and activities, etc. please direct them to the website: https://www.flvs.net/curriculum/accelerated-programs/dual-enrollment 

  
  

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• Extracurricular Activities (non-credit)

  This section is for informational purposes only and should be resolved
  
  Service Now Templates: Program Questions – FT612 - Potential, Program Questions - FT K5 - Potential,  Program Questions - FT612 - Current or Program Questions - FT K5 - Current depending on student type. 
  
  If necessary escalations can be sent to the FLVSFT Group
  
  

  Requirements:

  • Should be done at the start of the school year
  • Contact your Florida Virtual Elementary, Middle or High School counselor
  • Direct caller to review the following website https://fhsaa.com/sports/2020/3/11/Nontraditional_Students.aspx 

  FLVS Full Time personnel will not complete any of the forms listed on the FHSAA website for families, the servicing school must complete. 

  FLVS Full Time students are permitted to take extracurricular activities(non-credit) within their public-school zone per Florida State law.  (Below for reference)
  
  

  State Statute 1006.15, “Student standards for participation in interscholastic and intrascholastic extracurricular student activities; regulation.”: http://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=1000-1099/1006/Sections/1006.15.html allows for students to participate.  

  (e) A student of the Florida Virtual School full-time program may participate in any interscholastic extracurricular activity at the public school to which the student would be assigned according to district school board attendance area policies or which the student could choose to attend pursuant to s. 1002.31 if the student:

  1. During the period of participation in the interscholastic extracurricular activity, meets the requirements in paragraph (a).

  2. Meets any additional requirements as determined by the board of trustees of the Florida Virtual School.

  3. Meets the same residency requirements as other students in the school at which he or she participates.

  4. Meets the same standards of acceptance, behavior, and performance that are required of other students in extracurricular activities.

  5. Registers his or her intent to participate in interscholastic extracurricular activities with the school before the beginning date of the season for the activity in which he or she wishes to participate. A Florida Virtual School student must be able to participate in curricular activities if that is a requirement for an extracurricular activity.

  (f) A student who transfers from the Florida Virtual School full-time program to a traditional public school before or during the first grading period of the school year is academically eligible to participate in interscholastic extracurricular activities during the first grading period if the student has a successful evaluation from the previous school year pursuant to paragraph (a).

  (g) A public school or private school student who has been unable to maintain academic eligibility for participation in interscholastic extracurricular activities is ineligible to participate in such activities as a Florida Virtual School student until the student successfully completes one grading period in the Florida Virtual School pursuant to paragraph (a).

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• Full Time Tutoring Support

  Service Now template - Tutoring Support

  Subcategory - Full Time 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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• Laptop for Learners Program

  Please note this section is an informational section only, to resolve please use Program Questions – Program Questions - FT612 - Current,  Program Questions - FT K5 - Current as determined by grade level
  
  Applicants/Potential applicants:
  
  FLVS Full Time provides laptops to students who have been enrolled in FLVS Full Time 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

  If the family has extenuating circumstances or is adamant about an escalation please have them contact a member of the administrative team.  

  
  
  
  
  
  
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Full Time - Records, Legal Inquiries and Forms

• Driver Education

  Service Now Template: Driver’s Education Certificate

  Steps to Resolve:

  Verify Student in FOCUS

  Certificates, proof for insurance, proof of taking the class – ticket to FLVSFT Group

  • Move to closing

  Resolution:

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

  Template: Driver’s Education Certificate

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• Media Inquiries

  Service Now 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 specialist at [email protected], or go to flvs.net/news to find our contact information 

  Resolution:

  Completed ServiceNow ticket using appropriate template.

  Template must be filled out completely.

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• Proof of Enrollment - FLVS Full Time

  Service Now Template: FT Records Request
  
  Steps to resolve:
  

  Probing Question/Script: "Are you a current or former student with FLVS Full Time?"
  
  Are they looking for Transcript Assistance?

  Active

  Complete incident obtaining all information, including where the caller wishes the Proof of Enrollment to go (email address).
  
  Indicate in incident the caller is an actively enrolled student 
  
  Proof of Enrollment?(Y/N) - should be Y only when they are calling for Proof of Enrollment
  
  

  Inactive
  
  Complete incident obtaining all information, including where the caller wishes the Proof of Enrollment to go (email address).
  
  Indicate in incident the caller is an inactive student 

  Proof of Enrollment?(Y/N) - should be Y only when they are calling for Proof of Enrollment
  
  Resolution:

  Complete Service Now Ticket using appropriate template.
  Assignment group: FLVSFT Group 

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• Records Request (Records TO FLVS)

  Service Now Template: FT Records Request

  Steps to resolve
  
  Use this template if the family is experiencing issues with obtaining records from their school
  
  Note: If the parent needs to have records sent to FLVS Full Time for enrollment please follow the following steps
  
  1. Complete the FT Records Request Template
  2. Inform the parent they will receive an email with the link to the form
  3. Inform the parent they will need to bring the completed form to their school for processing (Ask parent to make a copy)
  4. Inform Parent/Student to Email the completed form to [email protected] or fax to (407) 377-8330
  
  Escalate to the FLVSFT Group

  Resolution:

  Completed service now ticket using appropriate template.

  Template must be filled out completely

   

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• School Official

  Service Now Template: FT Legal Doc

  Steps to resolve:
  
  Probing Question/Script: “Are you calling to confirm enrollment or something similar?”

  YES

  • Probe for the exact reason of the call.
  • Ask for student information
  • Assist with reason for call
    • If school official -  If requesting records for student use the following job aide Transcript Request (FROM FLVS)
      • They will need to submit a Records Request on their letterhead to one of the following:

  FVES K-5 Students:
  Please submit your completed form via email or fax to the FLVS Full Time administrative offices.

  [email protected]

  Fax: 407-377-8330

  EVMS & FVHS 6-12 Students:

  Please submit your completed form via email or fax to the FLVS Full Time administrative offices.

  [email protected]

  Fax: 407-377-8330

  NO

  • Probe for the reason of the call.
  • Ask for student information
  • 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

  Resolution:
  
  Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
  
  Assignment Group: FLVSFT Group and resolve unless caller requires further assistance.

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• Transcript Request (Records FROM FLVS)

  Service Now Template: FT Transcript Request

  Steps to resolve

  Probing Question/Script:

  What type of transcript assistance do you require? (This includes requests for diplomas)

  Is this request going to a elementary school, middle school, high school or a college?

  Have you already submitted a transcript request, if so then when?

  If no, please walk them through finding the transcript request form on the FLVS website. 

  https://www.flvs.net/student-resources/transcript-request
  
  Inform Parent/Student to Email the completed form to the following:
  
  Grades K-12: [email protected] or fax to (407) 377-8330
  
  Are they looking for Proof of Enrollment?

  • If school official is calling to request records for the student please have them submit a Records Request on their letterhead to one of the following:

  Florida Virtual Students:
  Please submit your completed form via email or fax to the FLVS Full Time administrative offices.

  [email protected]  

  Fax: 407-377-8330

  Non Peak requests - 24-48 business hours
  Peak requests - up to 10 business days (Peak times are at the beginning and end of each semester and almost all of the spring semester)
  
  Please note: FLVS Full Time students (current or former) cannot login to VSA to print their unofficial records for FLVS Full Time.  They must complete the official transcript process.
  

  Resolution:

  Completed service now ticket using appropriate template.

  Template must be filled out completely

   

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Full Time - Technical Concerns

• VSA Connect - Pass Through Issues

  First Time users passing through from FOCUS to VSA may experience an error message

  Users calling for assistance should be verified using FOCUS
  
  

  Service Now template: FT Pass through Concerns
  
  If the caller gets error screen: 

  • Close out the error screen
  • Go back to the FOCUS page
  • Click the pass through again (VSA Connect)

  If these steps are not successful please have them report it to their homeroom teacher
  
  

  Unknown Student Information 
  
  Why is this occurring?: 
  
  This occurs when something is not matching between VSA and FOCUS and will prevent the student from accessing their account and the account needs to be fixed.
  
  
  

  Resolution:
  
  Service Now Template: FT Pass Through Concern to IT-Application Services
  
  Red/White/Blue screen OR Blue Screen
  

  Why is this occurring?: 
  
  This page is normal and expected due to large numbers of students being activated in courses
  
  Response:
  
   “The page you are seeing is normal and expected due to the large number of students being activated in their courses right now. Instructors are aware of this as well and do expect delays of students accessing their courses. This process can take up to 24-48 hours to complete. If you are still not able to access your course after 48 hours from your first attempt to access the course please contact the help desk to report the issue.”
   
  
  
  

  Resolution:
  
  Service Now Template: FT Pass Through Concern
  24-48 hours of original pass through - resolve
  Over 48 hours -  to FLVSFT Group
  
  Unconfirmed Match Error
  
  Why is this occurring?: 
  
  If students see this screen it means they have an existing VSA account and have tried to enter that information but incorrectly or too many times.
  
  Troubleshooting:
  
  If they do not remember that information they will need to click the links (screenshot below) or the agent can assist with a password reset through VSA.
  
  Please note:
  
  After they fail to answer the questions 3 times, they’ll continue to keep getting this page until they either create a new account or enter in the correct credentials of their existing account.
  

  
  At this stage the password will need to be reset and if the student does not believe they have a VSA account they would choose to create a new one.
  

  
  
  
  Resolution:
  
  Service Now Template: FT Pass Through Concern to FLVSFT Group
  
  Welcome back screen 
  
  Why is this occurring?: 
  
  If students see this screen it means they have an existing VSA account and will need to enter that information (screenshot below).
  
  Troubleshooting:
  
  If they do not remember that information (screenshot below) they will need to click the links below or the agent can assist with a password reset through VSA.
  
  
  
  Below are screens families may see - these screens must be completed in order for them to move forward.
  
  Confirm Information 
  
  Parent/Guardian Profile
  
  
  
  Security Questions
  
  
  
  
  Resolution:
  
  Service Now Template: FT Pass Through Concern, escalate as needed to FLVSFT Group, otherwise resolve.
  
  
  No Schedule/Courses showing when student passes through 

  • If the student is enrolled (their grade level is visible - no longer says applicant)
  • States when they pass through there are no courses on their dashboard
  • Advise them to wait 24-48 hours from the first time they clicked the VSA Connect button

  
  Resolution:
  
  Service Now Template: FT Schedule, escalate after 48 hours to FLVSFT Group, otherwise resolve.
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Full Time - Testing Inquiries

• 3-10 F.A.S.T. Testing/Cambium

  Service Now Template: FT 3-10 FAST Testing/Cambium

  FLVS Full Time Testing Information Site
  
  State Testing is a mandatory requirement of the FLVS Full Time and takes place remotely and at the students locally zoned school multiple times throughout the year.  
  
  All applicant testing questions should be answered using Academic Requirements or our website  FLVS Full Time Enrollment website

  Notes:

  • Headphones are required
  • Adaptive – answers must be submitted but can be flagged for review by them before submission
  • Each test is given in one session and accessed through a secured browser that must be downloaded ahead of time.
  • Webcams must be enabled
  • Proctored

   

  Steps to Resolve:

  Probing question: Which test do you need assistance with? 

  Are you inquiring about PM1, PM2 or PM3? 

  • Notate test and concerns in ticket

    Are you experiencing a technical issue with the test?

    • If technical:
      • Attempt to assist
      • If no resolution; escalate to IT-Application Services

  For general questions regarding Progress Monitoring/F.A.S.T., or Star Assessments outside of technical issues and above notes:

  • Submit a ticket to the FLVS FT Group

  Resolution:

  Completed Service Now ticket using appropriate template.
  
  Template must be filled out completely.

   

   

   

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• K-2 Renaissance Star Assessments - F.A.S.T.

  Service Now Template: FT K-2 Renaissance Star Assessments

  FLVS Full Time Testing Information Site
  
  State Testing is a mandatory requirement of the FLVS Full Time program and takes place remotely and at the students locally zoned school multiple times throughout the year.  
  
  All applicant testing questions should be answered using Academic Requirements or our website  FLVS Full Time Enrollment website

  Notes:

  • Headphones are required
  • Each test is given in one session and accessed through an internet browser
  • Proctored by teacher in Zoom

   

  Steps to Resolve:

  Probing question: Which test do you need assistance with? 

  Are you inquiring about PM1, PM2 or PM3? 

  • Notate test and concerns in ticket

    Are you experiencing a technical issue with the test?

    • If technical assist or escalate to IT-Application Services

  For general questions regarding Progress Monitoring/F.A.S.T., or Star Assessments outside of technical issues and above notes:

  • Submit a ticket to the FLVS FT Group

  Resolution:

  Completed Service Now ticket using appropriate template.
  
  Template must be filled out completely.

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• Testing Inquires - Previous Year

  Service Now Template: FT Testing Inquires - Previous Year
  
  FLVS Full Time Testing Information Site
  
  All applicant testing questions should be answered using Academic Requirements or our website  FLVS Full Time Enrollment website

  Steps to Resolve:

  Probing question: Which test do you need assistance with? 

  For FSA, EOC, or standardized tests scores or concerns:

  • Submit a ticket to the FLVS FT Group

  Resolution:

  Completed Service Now ticket using appropriate template.
  
  Template must be filled out completely. 

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Full Time - Username/Password & Email Validation

• Username/Password & Email Validation

  Service Now Template: FOCUS UN/PW or FT Validation Concern

  Steps to Resolve:

  Is the student “active” in FOCUS

  Yes?

  Please proceed below:

  • Please proceed below:

    • If application is In-progress –  https://flvs.focusschoolsoftware.com/focus/apply/ (Cannot be reset)
      • Please submit FOCUS UN/PW ticket to the FLVS FT GROUP
        • Subcategory FLVSFT UN/PW Applicant
    • If application has been submitted – Locate username by clicking students name on top left of the page –  https://flvs.focusschoolsoftware.com/focus/index.php
      • Please reset the password, if that is unsuccessful submit FOCUS UN/PW ticket to the FLVSFT GROUP
        • Subcategory FLVSFT UN/PW Student
    • If caller is a current active student - Locate username by clicking students name on top left of the page – https://flvs.focusschoolsoftware.com/focus/index.php
      • Please reset the password, if that is unsuccessful submit FOCUS UN/PW ticket to the FLVSFT GROUP
        • Subcategory FLVSFT UN/PW Student
    • Max login attempts https://flvs.focusschoolsoftware.com/focus/index.php
    • • • Verify the caller
        • See Service Now Knowledge Base article KB0011775 for how to unlock the account
        • Reset password and have the user attempt to log in. If they can then resolve the ticket, if they cannot get in right away they need wait at least 2 hours to allow the system to reset and contact us back if there are any further issues.
      • Does not apply to applicants

  No?

  
  Please proceed below:

  Is the student “inactive” in FOCUS
  

  • Please probe caller to determine when application was submitted (Phase 1 tab) and/or if they are ITR "No"
    

  • If application was submitted during the current enrollment period please escalate with a description of issue and what caller needs help with 
  • If ITR "No" or application is not from the current enrollment period please follow job aide

  • Please inform caller they will be unable to access their previous enrollment period application and must submit a new application with a different email address.
  • Graduates and students who elected ITR "no" will no longer have access to their accounts.

  
  Parent Portals/Passwords

  • If parent is listed on the account (with gavel**Follow Verification SOP if no gavel**(Do not discuss gavel verbiage with caller - gavels establish custody - so custodial parent is sufficient)) and has an “active” parent portal
    • Please reset password and resolve the incident using the correct template and subcategory

  • If parent is listed on the account (with gavel**Follow Verification SOP if no gavel**(Do not discuss gavel verbiage with caller - gavels establish custody - so custodial parent is sufficient)) and does not have an “active” parent portal
    • Escalate to FLVSFT Group – using the Portal Creation job aide so they can be given directions on how to create a parent portal
  • If parent is not listed on the account and does not have an “active” parent portal
    • Escalate to FLVSFT Group – using the FT Update Account Information job aide so they can be assisted with being added to the account and then be given directions on how to create a parent portal

      • Max login attempts https://flvs.focusschoolsoftware.com/focus/index.php

        • Verify the caller
        • See Service Now Knowledge Base article KB0011775 for how to unlock the account
        • Reset password and have the user attempt to log in. If they can then resolve the ticket, if they cannot get in right away they need wait at least 2 hours to allow the system to reset and contact us back if there are any further issues.

  
  Validation (only done during enrollment)
  
  Make sure the user has tried to validate their email using the Chrome browser from a PC or Laptop.
  
  The Email is case sensitive and must be entered in the same case it was during registration. (e.g. [email protected] must be entered the same way during validation. [email protected] will not validate
  
  If the user is not in FOCUS and has stated they started an application

  • Do not attempt to troubleshoot concern
  • Submit FT Validation Concern incident to the FLVSFT Group
    • Probe to determine if the user has multiple students.
    • include email address as entered by caller (case sensitive) - callers must enter the email address as written
      
      • Please instruct them to use a different email address for each student
      • If they do not have multiple email addresses inform them they will need to validate and submit each application one at a time.

  Resolution:

  Completed Service Now ticket using appropriate template making sure to update the subcategory for UN/PW's

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