Frequently Asked Questions
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Parent Support
- What is a Parent Observer Account?
- What can I do with a Parent Observer Account?
- Who can get a Parent Observer Account?
- How do I find my student's grades?
- How can I request a Parent Observer Account?
- How long does it take to get a Parent Observer Account?
- Why does it say "Access Denied" when I try to view one of my student's courses?
- Who do I contact if I have questions about the Parent Observer Account?
- What are Keystone Progress Reports?
- When and how are Keystone Progress Reports sent?
- What kind of information will I see on the Keystone Progress Reports?
- Why is my student's Score to Date 0.0%?
- Who can get Keystone Progress Reports?
- How can I request Keystone Progress Reports?
- When will I receive my first progress report?
- Who do I contact if I have questions about the Keystone Progress Reports?
- I signed up for progress reports and I haven't received any, or I used to receive them and now I don't. Why am I not receiving the progress reports?
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What is a Parent Observer Account?
A parent observer account allows parents whose students are enrolled in online courses to "observe" their student's progress in the online courses.
What can I do with a Parent Observer Account?
The parent observer account allows you to see the following information:
- Activities, assignments, tests, and quizzes that have been completed by the student, and when they were completed
- The student's grades on completed coursework
- Activities the student has yet to complete
Please note: Parents cannot view the actual work submitted by the student.
Who can get a Parent Observer Account?
If you have a student enrolled in at least one online course, you can request an observer account. Additionally, observer accounts can be set up for school counselors or anyone else that the parent designates. Since the account is a "passive" account, multiple people can observe the student's progress without the risk of interfering with their work.
How do I find my student's grades?
After you receive your username and password, you can log into your account. The list of courses will be on the right hand side of the screen. Click on the course you would like to check first. On the left hand side of the screen, directly below the red tabs there will be a link for "Observer Tools." Click on that and then click on "View Grades."
How can I request a Parent Observer Account?
You no longer need to request a Parent Observer Account. All new students in each of our programs will receive a Parent Observer Account within 14 days of completion of the following requirements:
- Observer accounts are only available for online courses, so your student must be enrolled in at least one online course.
- We must have your parent email address on file, otherwise we will not know where to send the observer account information.
How long does it take to get a Parent Observer Account?
It can take up to 10 business days (or 14 days) to have an observer account created and linked to a particular student. If you have requested an account and have not received a response within 14 days, please call Student Services at 1-800-255-4937 or send an email to info@keystonehighschool.com.
Why does it say "Access Denied" when I try to view one of my student's courses?
This is a known issue that can sometimes arise when a new course is entered into the Blackboard system, or if an existing course is updated. Please send an email to info@keystonehighschool.com with your observer account name, your student's full name, and the course you cannot access.
This is often fixed within days of you notifying us about the issue, but can take up to a week or more.Who do I contact if I have questions about the Parent Observer Account?
If you have questions about the Parent Observer Account, you can send an email to parents@keystonehighschool.com or you can call our Student Services Team at 800-255-4937.
What are Keystone Progress Reports?
The Keystone Progress Reports are sent out every other week to parents who have requested them. These reports will give you an update on the progress your student has made
- a) in the last two weeks, and
- b) since they started each course
- October 5th, 2009
- October 19th, 2009
- November 2nd, 2009
- November 16th, 2009
- November 30th, 2009
- December 14th, 2009
- December 28th, 2009
- January 11th, 2010
- January 25th, 2010
- February 8th, 2010
- February 22nd, 2010
- March 8th, 2010
- March 22nd, 2010
- April 5th, 2010
- April 19th, 2010
- May 3rd, 2010
- May 17th, 2010
- May 31st, 2010
- Every two weeks (schedule will be updated with future dates)
- Original Enrollment Date - Courses are due within one calendar year from the original enrollment date, so please be sure that your student is completing work regularly and on pace to finish the course within 12 months.
- Last Login Date - The date that your student last logged in to their online course (not available for correspondence courses).
- Number of Logins - The number of times your student logged in to each online course during the reporting period (the last two weeks).
- Days Since Last Submitted Item - The number of days since your student last submitted work to be evaluated by the teacher. There may be a slight delay of up to three days before submitted work is reported on the progress reports.
- Score to Date* - The average score earned on all weighted (required) assessments in the course.
- % of Course Complete - The % of required coursework your student has completed in the course. Practice activities do not count towards the % of course complete.
When and how are Keystone Progress Reports sent?
Progress reports are sent every other Monday* to the "Parent Email Address" that we have on file. Reports are sent in PDF format, so please make sure that you have the latest version of Adobe Reader installed. You can download Adobe Reader for free at http://www.adobe.com/products/acrobat/readstep2.html.
*If the scheduled reporting day falls on a holiday, the reports will be sent on the next business day.
The scheduled date for progress reports are:
What kind of information will I see on the Keystone Progress Reports?
The progress reports will show you the following information:
Why is my student's Score to Date 0.0%?
The "Score to Date" only counts required (weighted) assessments. Your student may be completing practice activities early on in the course, but until your student completes a weighted assessment that counts towards his/her final grade, there will be no score to report on the progress reports.
Who can get Keystone Progress Reports?
Any parent with a student enrolled in our program can receive progress reports. Please call Student Services at 1-800-255-4937 to ensure that your email address is on file and ready to receive progress reports. Progress reports can only be sent to ONE email address. If multiple people would like to receive progress reports, we recommend setting up a free joint email account that can be shared.
How can I request Keystone Progress Reports?
To receive progress reports, all you need to do is to provide a parent email address that will be entered into the student record. The next time progress reports are sent out after we have your parent email address in our system, you should receive a report.
If you do not receive a progress report for your student within 21 days of enrollment, please contact Student Services at 1-800-255-4937 or
info@keystonehighschool.com to confirm that we have your correct email address.
**PLEASE NOTE: Progress Reports can only be sent to ONE email address.
When will I receive my first progress report?
Progress reports are sent every other Monday, and you should receive the first progress report on the next report date following the time that you provide your email address to Keystone. Please contact Student Services at 1-800-255-4937 immediately after enrolling your student to ensure that we have the correct email address on file for progress reports. It should take no longer than two weeks to receive your report.
Who do I contact if I have questions about the Keystone Progress Reports?
If you have any questions about the Keystone Progress Reports, you can send an email to info@keystonehighschool.com or you can call our Student Services Team at 800-255-4937.
I signed up for progress reports and I haven't received any, or I used to receive them and now I don't. Why am I not receiving the progress reports?
We have found that some email services will reject our emailed progress reports as SPAM because of the PDF attachment. To help avoid this, we ask that ALL parents, regardless of which email service you use, add the email address info@keystonehighschool.com to your email address book and/or Safe List.
By doing this, you should not have any problem receiving the progress reports. However, if you signed up for progress reports and are not receiving them on the first Thursday of each month, please send an email to info@keystonehighschool.com or call our Student Services Team at 1-800-255-4937.Have a Question?
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