How do I lend support to families struggling to use Connect?

• Video Name: “How to support families with Connect issues”

Using Connect at home is a critical way to track student progress as they participate in Springboard programming. As teachers, you can support them in various ways by using your version of Connect. To support families that have questions about, or need support with, using Connect, follow these steps.

Receiving the Welcome to Connect text message

The most common issue might be that families haven’t received the initial text from Springboard yet. Beginning Fall 2023, families will receive a text message during week 1 from Springboard welcoming them to use Connect. If families state that they haven't received a text from Springboard Connect:

1. Navigate to the Access Issues page. 

2. Check the Text Delivery Status column (middle) for the student(s) who have not received a text message. You’ll typically see one of 6 statuses listed here: 

   • Delivered

   • Undelivered

   • Sent

   • Queued

   • Invalid number

   • Opt-out. 

‘Undelivered’ or ‘Invalid Number’

If the status says undelivered, that means the text has not been delivered yet. To see why, you can click on the student's name to view the student’s information. Confirm whether or not the phone number is correct. 

• If the phone number is incorrect, click the Edit button at the top, to the right of the student’s name, and enter the correct phone number. 

• If the phone number is correct, navigate to the Student Page, click the 3 dots on the far right row for the student and click Resend Link. Families should get a text from Connect almost instantly. 

Complete the same process if the status says Invalid Number.

Delivered

If the status says delivered but families say they didn’t get texts, they may have lost the text(s) or they need them to be re-sent. Repeat the same process listed above.

Sent or Queued

If the status says sent or queued, then the text has been sent but it hasn’t been delivered to the phone or the family’s network. Check back in the next day to see if the status has changed to deliver. If the status remains the same after 24 hours, the family may be unable to receive texts - this may be the case for a variety of reasons. If this is the case and the situation may not be able to be rectified within, then that family should opt-in to email notifications, which will be explained below.

Opt-Out

If the status says opt-out, then the family has chosen to opt out of text messaging. What we recommend is that you remind families that using Connect to report on practice at home is a required part of earning end-of-program incentives, and receiving texts is one of the easiest ways to ensure that they are actually using connect. If families want to opt back into text messages, they can text ‘Restart’ to 37572. If families still want to opt-out of receiving text messages, encourage them to sign up for email reminders. 

Changing the Delivery Method for Reminders

To change a family’s reminder delivery method, click on the student’s name to open their profile. Hit edit in their Student Info box. Navigate to the reminders drop-down and select which of the methods the family would prefer: none, SMS & E-mail, SMS only, or E-mail only. 

Please reach out to your Springboard Program Coach if you have any questions about supporting families using Connect.