Cabell Schools virtual help desk answers parents and students questions

Published: Sep. 10, 2020 at 6:22 PM EDT
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HUNTINGTON, W.Va. (WSAZ) - On Wednesday, Cabell County Schools announced a virtual help desk would be available starting Thursday morning, to help parents and students working remotely answer questions and gain access to various programs.

The hours this week are from 8:00 a.m. to 4 p.m., and phones have been ringing off the hook.

WSAZ visited with Jason Jackson, the director of technology and information systems, who explains the program.

“Cabell Schools realized that we had some issues that were coming up with virtual school students because those students never come to our buildings to visit us,” Jackson said. “Their issues with technology were that they didn’t have someone to lean on.”

The district quickly trained five individuals with prior teaching and tech experience to answer calls and walk users through the programs, while also troubleshooting username and password questions.

“A lot of parents just don’t have that information in front of them, nor do they know what’s going on at times,” Jackson said. “So what we do is make sure we can provide it to them.”

The help desk verifies account information and details to make sure they are giving data to the right people.

If they aren’t able to answer a question immediately, workers will take down contact information and reach out to other resources for additional guidance.

It takes patience and persistence from both sides of the phone line as workers try to problem solve and get students back to learning.

The district plans to re-evaluate after Friday to see if they need to increase staff or cut back as more people get logged in and comfortable with the systems.

If you wish to call the virtual help desk, they can be reached at call (304) 528-5192.

Next week, the help desk hours will transition to 8 a.m. to 5 p.m.

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