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Technical Support Centers for Families

Creating technical support centers to support students and families during remote learning

Overview

Through weekly check-ins with students and families, Metro Nashville leaders quickly realized that families were struggling with technology. Students and schools needed additional help troubleshooting and getting support.

Approach

The team launched virtual technical support centers for families, open five days a week, online and by phone from 7 am to 7 pm and in-person at four outdoor virtual learning support centers during the school day.

The key to making this work was redeploying central office capacity to ensure centers were adequately staffed. The district had instructional technology staff and translators available, but additional capacity was needed to respond to students and families and direct them to the right supports. To create this capacity, central office team members worked flexibly, serving at centers on a regular ongoing basis.

“It's been, I think, very powerful for those of us who have worked at those centers because we all feel a disconnect from families and kids right now. There [at the centers], we get to be with students and families and understand the challenges that they're facing.” – Dr. Keri Randolph, Executive Officer of Strategic State, Federal and Philanthropic Investments at Metropolitan Nashville Public Schools


This strategy is a part of TLA's Hop, Skip, Leapfrog release, which explores the concrete ways in which schools and systems pursued student-centered innovation during COVID-19. Explore the full guide to find additional strategies, insights, and resources.