Frequently Asked Questions
Does Connections Learning provide support services with all of its solutions for schools?
Yes. All the support services described here are included with each
Connections Learning solution at no additional charge with the exception
of the Teacher Professional Development Program for non-Connections
Connections Learning support staff will be
interacting with our students and staff. Have those staff members
undergone background checks?
Yes, all Connections Learning staff
undergo thorough criminal background checks and employment history
verification. We have a rigorous hiring process that ensures our staff
members are both well-qualified and trustworthy.
Mentors our school assigns to the Connections Learning courses may not
be tech-savvy. Is that a problem and how will you support them?
your Classroom Mentors need to be comfortable accessing the Internet
and using web content, they don’t need to be computer whizzes. We
provide specialized training for your Classroom Mentors and Site
Coordinators as well as ongoing support. We also ensure that your team
always knows who to contact for help at Connections Learning.
Are Classroom Mentors expected to teach any of the material? Do they need to be teachers?
When you choose one of our teacher-led solutions, our certified
teachers provide the instruction. Your Classroom Mentor may be a
paraprofessional who assists the online teacher by maintaining order in
the on-site classroom and ensuring the students’ on-site environment is a
productive one. As part of our training for your Classroom Mentors and
Site Coordinator, we’ll cover how Connexus® works so your staff can help
students with the basic tasks they need to navigate the system.
In terms of technical support, how can your staff help us use our existing technology with your solutions?
Connexus digital learning platform is designed specifically to work
with legacy computer systems so schools don’t have to invest additional
funds to be compatible. If you have equipment with the minimum configurations we’ve
outlined, you’re ready to use our system. However, if you do encounter
problems, our full-time technical staff can help resolve them. They are
proficient in a wide-range of computer systems and expert in Connexus.
We want our students and staff to stay focused on the subject matter, not
technology issues. How do you ensure that?
technical staff operates a help desk from 9 a.m.– 6 p.m. EST, Monday
through Friday. Your after-hours messages and emails are answered
promptly the next business day. Our tech staff also uses remote
diagnostic tools to “see” what’s happening in your classroom and resolve
problems quickly, avoiding lengthy phone calls describing those
Does your technical staff know how to help student users effectively?
The “proof” of our support is in our stats. Our
Connexus system has an outstanding uptime of 99.9% thanks to the
reliability of its design and our full-time support staff. To-date, our
tech support has kept class in session for more than 60,000 students
enrolled in over 700,000 courses. Our tech staff knows how to keep
systems running and how to communicate with student users who have
differing degrees of technical proficiency.