Students get help faster when they know who to contact. CVA teachers are the first stop for questions related to the class itself, while counselors and CVA support teams help with scheduling, credits, graduation planning, and additional layers of support.
Teachers are the first stop for anything related to the class itself. If a student is confused about instructions, needs clarification on feedback, or wants help understanding the content, the teacher is the right person to contact.
When teachers consistently point students to the right place, two things happen: students get help faster, and teachers can focus on teaching rather than trying to solve every type of problem.
Use this guide to help you know when you should answer the student's question verses when you should contact CVA Teacher Support or refer the student back to their school counselor.
Teachers answer questions about the class, assignment directions, feedback, content, due dates, grading, and student progress in the course.
Department Leads help support learning strategies and academic progress across courses. They serve as a bridge between the student and additional layers of CVA support.
School counselors address scheduling, credits, graduation requirements, transcripts, and college or career planning.
Teachers should be the first point of contact when the question is connected to classroom learning, assignments, feedback, or academic progress in the course.
Answers questions about the class and helps students understand the content.
Clarifies assignment directions, expectations, rubrics, and requirements.
Explains feedback on submitted assignments and helps students understand how to improve.
Helps students understand a skill, concept, reading, problem, or task.
Answers questions about course due dates, grading expectations, and assignment status.
Checks in on struggling students and helps them create a realistic plan to get back on track.
Teachers can also provide study tips and learning support to help students manage their work and succeed in the course.
Helps students plan their time and keep up with coursework.
Helps students organize tasks, assignments, and course expectations.
Helps students create realistic plans when they fall behind.
Supports students with strategies that help them improve and move forward.
The Student Resources Hub gives CVA students one place to find help with common questions about online learning, CTLS, assignment submissions, grades, communication, troubleshooting, and staying on track.
Teachers can share this link with students as a first stop before walking them through common course questions individually.
Open Student Resources HubUse clear, supportive language to help students understand their next step.
“That’s a great question about the assignment directions. Let me walk you through what the rubric says about the assignment.”
“You’ve fallen behind, and reaching out is the first step! Let’s work together to come up with a realistic schedule to get you back on track.”
“That’s a great question about your graduation requirements. Your school counselor will be the best person to help with that.”
School counselors focus on big-picture academic planning rather than day-to-day coursework.
Questions about schedule changes, course placement, or future course plans.
Questions about what a student needs to graduate.
Questions about credit checks, transcripts, and academic records.
Questions about post-secondary planning, pathway decisions, or future goals.
CVA teachers should not contact a student’s local school directly. Direct all questions or concerns to CVA Teacher Support. If a school reaches out to you, forward that email or message to CVA Teacher Support. Do not respond to any teacher or school communication without first hearing from CVA Teacher Support.