Facilitator/TA FAQs

How do I enter a live class session?

You can enter the live class session through your Canvas course by following these steps:

  1. Go to www.proxlearn.com
  2. Click School Login on the upper right corner
  3. Enter your username and password information
  4. From the dashboard click on the class you want to join
  5. Click on “Zoom” from the menu on the left
  6. Click on the “Join” button. This will launch the Zoom app, and you will be entered into the live class session.
What should I do if I'm experiencing a technical issue in Canvas or Zoom?

Technical support can be requested through several channels. The best method for requesting technical support will depend on the specific scenario and type of problem encountered.

Live Chat Support

You can live chat with tech support from the Proximity website by clicking on the orange chat box on the bottom right corner of the page. This feature is great when you want an immediate response, as they typically respond within 30 seconds.

Examples of issues that are best to report by chat include:

  • Password reset requests
  • Login trouble during live class

Phone Support: 1-800-524-8570

For urgent issues such as problems disrupting or preventing a live class session, trouble with a time sensitive proctored exam, etc. Please call us for immediate assistance. Calling our 800 number is the fastest way to contact a technical support representative. Phone support is available from 8am to 5pm Central time. However, if you call outside of normal business hours in some cases a tech support rep may still be available to take your call and offer assistance.

Email Support: support@proximity.zendesk.com

Requesting support by email is the best option for matters that do not require immediate assistance, but are nonetheless time sensitive and need to be resolved quickly. Email support requests are also a good option for problems that involve information that cannot be conveyed over the phone, for example, sending lists or screenshots. Email is also the best method to submit suggestions for improvements to Proximity Learning courses and systems.

Examples of issues that are best to report by email include:

  • Locked assignments
  • Submitting screenshots or other file attachments related to a problem

support requests submitted by email will receive a response within 24 hours, and typically much sooner.

All of the support features can be found on the Proximity homepage at www.proxlearn.com. The support phone number and email can be found by scrolling to the bottom of any page on the PLI website.

How do I reset a student's username and/or password?

You can use the live chat feature to contact tech support to reset a student’s username and password, which can be accessed at the bottom right corner of our website: www.proxlearn.com.

How do I add a new student to a class, transfer a student to a different class, or drop a student from a class?

You can use the live chat feature to contact tech support to add, drop, or transfer a student, which can be accessed at the bottom right corner of our website: www.proxlearn.com

Please note that Proximity does not have access to any school’s learning management system, so we are only aware of a schedule change or add/drop when schools notifies us directly.

Does Proximity provide a substitute if the PLI teacher is unable to teach a class?

If our teacher becomes ill, has an emergency, or for any reason cannot teach class on a scheduled “live” class day, Proximity will provide a substitute teacher to cover the class. We also ask all our teachers have a “sub packet” ready in case of emergencies.

Please understand our teachers do get sick, their children get sick, or have family emergencies. We will do our best to make sure the class is covered and the students have work to complete, and communicate this to you in a timely manner.

How do I contact the PLI teacher to talk to them about class?

We will provide you with your teacher’s email address before the classes begin. The PLI teacher information can also be found on the course page in Canvas.

Please use this email address to establish initial contact and come up with a plan for how you will communicate during live class sessions and throughout the rest of the year. Discuss communication preferences (chat, phone, text, email), and how often you will communicate. It is best practice to communicate throughout the live class periods, communicate about weekly agenda and lesson plans, and about any schedule changes your school might have (due to testing, special events, fire drills, etc.).

Open communication helps our teachers be more effective and ensures they are reaching all students. Since you are the person who is on-the -ground, you likely are able to see and hear what students are doing more than the PLI teacher, and this is valuable information to be shared with the teacher.

Do we still have class if our school district is closed due to bad weather or holiday breaks?

Proximity is given your district calendar at the start of implementation, which we follow for holidays and breaks. We also do not hold class when the school closes due to inclement weather. If you find out that your school is closed or following a delayed schedule due to inclement weather, please communicate this to your PLI teacher as soon as possible. Once you are aware of any makeup days, please also communicate this with your teacher so he or she can be available on that day.

Please also communicate schedule changes that are a result of school-wide events, like pep-rallies, assemblies, state-wide testing, or scheduled drills.

Who do I contact if the live class session should have started, but the PLI teacher is not present?

If it is time for the live class session, and your PLI teacher is not present, first try contacting the teacher. If you are unable to get in contact with the teacher, please contact your Client Success and Support Team (CSST) member (listed below). They will find out the status with the current teacher, and also provide coverage for the current live session. They will also coordinate make-up sessions as needed if the teacher does not show.

Please also contact the CSST if late starts or no-shows become a consistent problem, as our teachers are expected to be present and on time during all live class sessions.

Myken Caviness
Director of Client Success and Support Team
mcaviness@proxlearn.com
800-524-8570 Ext. 801

Charlotte Ogburn
Client Success and Support Team Manager
cogburn@proxlearn.com
800-524-8570 Ext. 807

Sefina Lucki
Client Success and Support Team Manager
slucki@proxlearn.com
240-780-8914

Alysha Landis
Client Success and Support Team Advocate
alandis@proxlearn.com
215-429-7839

Aron Hill
Client Success and Support Team Advocate
ahill@proxlearn.com
512-565-9097

How is attendance taken for class, and what is the policy for make-up work for absent students?

Proximity teachers do not have access to your school’s learning management system. As such, the in-class facilitators are responsible for taking attendance at the start of every class period, communicating student absences to the PLI teachers, and reporting attendance according to their school-specific expectations (paper or electronic). Facilitators should also communicate to their PLI teachers if the absences are excused or unexcused so that the teachers can follow your school’s policy for allowing make-up work.

What is your grading and late work policy? How are grades turned in?

Proximity Learning follows your school’s grading policy and structure. The district should have provided us with a copy of your grading policy, but please check to make sure your teacher has a copy. Our teachers will follow your grading schedule and send you final grades for progress reports and/or report cards. We ask our teachers to send them to you at least 48 hours before they are due, if possible.

PLI teachers will also follow your school’s policy for accepting late work. If your school does not have an established policy for late work, then it is up the teacher’s discretion to accept and grade late work.

Since we do not have access to your LMS (i.e. PowerSchool), the school is responsible for entering them into the system. This responsibility falls on the in-class facilitator at some schools, and on a district data manager at other schools.

You can download the class grades into an Excel file by following the steps below:

  1. Navigate to your course page in Canvas and click on “Grades” in the menu on the left.
  2. From the grades page, you can filter the grades by grading period or by student name
  3. Once you have filtered the grades you want, click on the “Export” button at the top right, then clock on the CSV file to download the grade report into an Excel file
  4. With Excel you can edit and filter the student names and dates as needed. Some LMS’s, like Power School, have the ability to mass upload grades from Excel into the LMS. Contact your school or district’s LMS person for further assistance.
Can students access their coursework or receive extra help outside of class?

Students can access Canvas from any computer at any hour of the day. Students may even join live class sessions when they are not physically present at school that day.

There is also a Canvas app available for both iPhones and Androids on the App Store

Students may also contact their teachers to see their availability to provide extra help outside of class hours. Our teachers often set up their own regularly scheduled “Office Hours” where they are available to answer questions and give extra help to students.

Can parents have access to Canvas to see their child's course?

Any parent can access Canvas to view work and grades by using their child’s login credentials.

Parents can also request their own Canvas account to monitor their child’s progress by filling out an online form, found at tinyurl.com/proxparent. Once they fill out the form, they will receive an account activation email to complete their registration. It will take around 3-5 business days to link a parent’s account to their child’s.

Parent observers can view and read the syllabus, announcements, assignments, and the classwork calendar. They can send messages to the instructor and to their child, as well as view and print their child’s grades, and view assignment due dates and comments.

Parent observers cannot comment on announcements or submit assignments or quizzes. They cannot view course rosters or send messages to other students in the course other than their child and the teacher. They also cannot view other students’ grades.

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Our Mission:

Equity of access to quality instruction from a certified educator.

Contact Us:

800-524-8570

support@proximity.zendesk.com

600 Congress, 14th Floor, Austin, TX 78701