Student/Family Policies and Protocols

Welcome to Fullmind!

We’re thrilled to partner with you on your educational journey. For over 10 years, our mission has been to make high-quality learning accessible, flexible, and impactful for students and families just like yours. With more than 2,000 teachers using our platform and accreditation from Cognia—the same organization that accredits many of the top schools in the country—you can trust that your education is in great hands.

What makes us different? Our team includes former principals, teachers, and school founders who understand what it takes to create meaningful learning experiences. Every part of our program is designed with the needs of students and families in mind, offering tools and support to help you succeed, whether you're looking to catch up, get ahead, or explore new ways of learning.

This guide will walk you through everything you need to know about our expectations, communication guidelines, scheduling processes, support resources, and much more. Our goal is to provide you with the tools and guidance needed to thrive academically and confidently navigate your educational journey with Fullmind.

Thank you for choosing Fullmind. We’re excited to be part of your success!

Mission, Vision, Culture, and Ethics

Mission

Our mission is to transform student lives by providing the highest quality education support everywhere at any time. We solve our district partners’ greatest pain points by providing them with cost-effective options that extend the instructional reach of the classroom teacher.

Vision

Our vision is to transform the way classroom teachers amplify their effectiveness and extend instruction beyond the classroom walls to serve every student’s academic goals and instructional support needs. Our aim is to humanize ed tech with high quality, certified teachers who deliver live, online instruction using our interactive whiteboard and proprietary LMS, built specifically to accelerate learning. We specialize in homebound instruction, credit recovery, whole-class instruction, suspension alternatives, tutoring, resource room, state test prep and homework help.

Culture

At Fullmind, we hold high expectations of rigor, engagement, and compassion for all students, as we model best practices in social and emotional learning for intellectual growth. These beliefs inform our interactions with colleagues and external stakeholders, as well. We hold ourselves accountable for modeling the same behaviors we expect our teachers to exemplify in their interactions with students. Fullmind team members embrace a path of continuous improvement, both personally and organizationally. We accept any failure as an opportunity for growth, and we model the same belief with each of our students.

Ethics

Fullmind values transparency and impeccable integrity in reporting data pertaining to student achievement and to the financial performance of the company. We respect and handle with care all private information about stakeholders, both in- and outside the Fullmind offices. In the office and through digital mediums, we hold difficult conversations respectfully and privately, while praise and credit are lavished publicly. Members of the Fullmind team feel proud of the organization and of those we serve.

Fullmind Support

Fullmind’s office hours are from 7:00 AM – 7:00 PM (ET), and we’re here to support you! If you need assistance, please email us at studentservices@fullmindlearning.com or connect with our team via Live Chat. for a quick response.

Listen to updated prompts to receive all available options

Department	Email & Live Chat Extensions	Reasons for Contact
Service Related Inquiries	Student Services Team studentservices@fullmindlearning.com https://fullmind.zendesk.com/hc/en-us	Assignment conflicts Increases in availability for assignments Canceling sessions Rescheduling sessions
Student Attendance, Behavior, and Performance Inquiries	Inquiries about student reporting on attendance, behavior, and performance should be directed to the related district or program.
Technology Related Inquiries	Technology Team Support@fullmindlearning .com https://fullmind.zendesk.com/hc/en-us	Tech checks LMS questions
Educator Concerns	Academics Team academics@fullmindlearning .com	Educator Concerns

Onboarding

New Student Orientation

To ensure students feel confident using Fullmind’s LMS, they’ll receive Onboarding Tutorial Resources before their first class.

Our team will reach out using the contact information provided during enrollment, ensuring a smooth start.

Need extra help? Live support is available upon request for LMS guidance or tech troubleshooting—because we're here to make learning seamless!

Once a student is registered by their school, Fullmind will make initial contact with the Student/Parent/Guardian via email, text, or phone etc. to provide initial onboarding information not limited to the below:
- Overview of Fullmind’s services
- Instruction on how the student can activate their account
- Overview of the Virtual Classroom Resources
- Confirmation of the availability during which classes will be scheduled
Live Support
- Whenever a student has difficulties with technology, please reach out to us via e-mail at customersupport@fullmindlearning.com or you can submit a live chat request at https://fullmind.zendesk.com/hc/en-us.

Class Scheduling and Availability

If the school or program provides the student's class availability, Fullmind will schedule sessions accordingly. If availability is not provided, Fullmind will request this information during the initial contact with the student, parent, or guardian.

If scheduling details are not received within three business days, Fullmind will proceed with scheduling based on its Default Class Scheduling and Availability to keep learning on track.

Based on this information, the Fullmind Team will match a highly qualified, certified Educator to work with each student.
Once a successful match occurs, the Student/Parent/Guardian will be notified via email, text, or phone etc. of the student’s schedule and class start date.
If Student/Parent/Guardian do not accept a student’s schedule, the Fullmind Team will reach out to the school district to communicate the reason for instructional delay.

Fullmind Default Class Scheduling and Availability
Grades K-5 Services	Monday-Friday	Saturday	Sunday
Homebound - All	8:00am - 6:00pm	N/A	N/A
Extra Help	4:00pm - 7:00pm	8:00am - 1:00pm	1:00pm - 7:00pm
Credit Recovery	4:00pm - 7:00pm	8:00am - 1:00pm	1:00pm - 7:00pm


Grades 6-12 Services	Monday-Friday	Saturday	Sunday
Homebound - All	8:00am - 6:00pm	N/A	N/A
Extra Help	4:00pm - 9:00pm	8:00am - 1:00pm	1:00pm - 9:00pm
Credit Recovery	4:00pm - 9:00pm	8:00am - 1:00pm	1:00pm - 9:00pm

*All times are local to school timezone

Communication

Student Communication Expectations

For a safe and seamless learning experience, all communication outside of sessions must take place within Fullmind’s LMS—never through personal email.
To stay informed on assignments and class updates, students, parents, and guardians should check their email daily while enrolled in sessions. Your learning journey starts with staying connected!

Email Etiquette

All emails should be academically focused and use school appropriate language.
- Homework or materials sent to the Educator should have an appropriate title clearly stating the content of the document.
All correspondence on the Fullmind LMS is recorded and can be reviewed if concerns arise.

Fullmind is committed to maintaining a safe and respectful learning environment. Any use of inappropriate material or language in email correspondence will be reported to the student’s school district for potential disciplinary action.

Cyberbullying Policy

Fullmind is dedicated to providing a safe, supportive learning environment free from bullying and cyberbullying. To protect both students and educators, all communication must take place through the Fullmind Messaging System, where messages are securely stored and retrievable if needed.

It is a violation of this policy for any student to engage in bullying or cyberbullying, or for any employee to condone or fail to report acts of bullying or cyberbullying that they witness or become aware of.
- To report cyberbullying, email customersupport@fullmindlearning.com with the subject “Action Required: First Initial, Last Name Requires Assistance”

Include the names of all parties who might be involved, any details you may have, and how you believe the communication is taking place.

Fullmind will complete a thorough investigation of the matter and contact parties for more information when needed.
- Any findings will be reported to the student’s school district for final review and disciplinary actions.

Family and Educator Communication

Fullmind encourages families to actively support their students and engage in meaningful discussions about their progress and work with us.

Through a student’s account, families can gain an understanding of assignments, their due dates, and review Exit Tickets to support the student's completion of work.
Families can also review with your child the recordings of sessions. Many families report appreciating their capacity to see how a new concept is taught by a certified teacher through Fullmind.
- For example, Common Core Math concepts are often presented very differently from the manner in which many of us first encountered the concept in school. To support your student, we encourage that you work with them in reviewing our course content - particularly if they are struggling with engagement and motivation.

Best Practices for Success

Attendance

Student attendance is key to achieving the best possible academic outcomes. Fullmind’s attendance policies and protocols are designed to ensure every student has the opportunity to reach their full potential.

Students should attend all scheduled classes on time and be prepared for learning with any supplies and materials needed for the class ahead.

If a student misses a scheduled class and the parent, guardian, or school does not contact Fullmind to cancel the class within the proper cancellation window: (see Cancelling and Rescheduling Policy)

An Educator will leave a mini-lesson and any assignments for the student to review.
- Students are responsible for watching the mini-lesson and completing all work prior to the next session.
- All work assigned during a mini-lesson is counted as part of the student’s overall grade.
If a student is unable to watch the mini-lesson, they should let the Educator know before the next session.

If a family refuses a schedule or reschedule presented by a Fullmind Admin:

The provided schedule and reasoning for declining is documented.
Fullmind will make efforts to accommodate a family's scheduling needs, but if sufficient availability for the assignments is not provided, Fullmind will escalate to the school administrator.
The school district will be informed of the refusal of schedules, and Fullmind will take direction from the school district on how to best proceed.

Sessions On Hold

If a student demonstrates a pattern of absenteeism, the Student Support Team at Fullmind will notify the school.

At this time, the school may choose to place the student’s classes on hold until the family can be reached,
Or, the student’s sessions may remain as scheduled and the student’s Educators will provide instruction through mini-lessons until the student is able to attend classes again.

Appropriate Academic Behavior

Fullmind expects all students to behave in a way suitable for an academic classroom, so that effective and efficient instruction can take place during sessions. Students can show dedication to their learning by acting in the following manner:

Treating Educators, peers, and other members of the session with respect.
Being cooperative with Educators and Fullmind Team Members.
Maintaining focus and participating throughout class sessions.
Completing assignments in a timely and thorough manner.
Communicating to Educators in real time when requiring support and when questions regarding materials and assignments arise.
Using the whiteboard and functions for their intended use to promote learning.

If a student acts in a behavior that impedes learning, the Educator will report the behaviors during the live session.

A Fullmind Admin will enter the session, facilitate any discussion needed, and end the session if necessary.
If the Educator reports the behavior after the session is over, a Fullmind member will review the recorded session.

Any inappropriate student behavior will be reported by Fullmind to the student’s school district.

All actions taken will be at the discretion of the school district.

Creating an Academic Environment at Home

To support focus and participation, students should attend sessions in a distraction free environment. To ensure strong internet connectivity, sessions should not take place in a car or on a cellphone.

Components of an optimal learning environment include:

Well lit so that the student is visible on the webcam.
- Sitting in front of windows or outside doors affects the lighting on the webcam, making it difficult to communicate.
Minimize background noises when possible.
- Ex. children playing, separate conversations, television, and music.
The student should be the only person in the camera at all times.
- The environment should be free from friends, siblings, and peers who are not also taking the session with the Educator.
All other electronics turned off or silenced.
- Prevent phones from ringing, music playing, and TVs on in the background.
- Texting and cellphone ringtones should be silenced.
All computer tabs should be closed except academic related materials and email.
- Videos and music unrelated to the class session should be turned off.
Creating a writing space where work can be done on pen and paper. .
Snacks and meals should be consumed prior to the session starting when possible.
- Breaks during extended sessions are a great time to have a short snack.

Exit Ticket Completion

Exit Tickets assess a student's progress toward the session objectives.

Exit Tickets will allow the Fullmind Educators to publish a question for students to answer at the end of or after each session. Then, Educators can score the students' responses.
Teachers of Record and Fullmind Educators will use this timely student data after each session to lesson plan/adjust instruction accordingly to meet the needs of the students.
School administrators are able to see student scores and proof of student performance with Exit Tickets

Please view the How to Complete an Exit Ticket article.

Assessment Completion

In order to ensure authenticity on our whiteboard, sessions are recorded.

The Educator will upload an assessment to the whiteboard to share with the student.
The student is required to screen share their desktop to ensure other digital resources are not being accessed while completing the assessment.

If a student refuses to use screen sharing during an assessment:

The Educator will stop the exam and contact Fullmind.
A Fullmind Admin will reach out to the student’s school district to report the refusal of protocol.
The student’s school district will follow up with any next steps as needed.

Plagiarism and Cheating

Fullmind upholds academic integrity as a cornerstone of the high-quality instructional services we provide. To maintain this standard, all work submitted during and related to classes must be brainstormed, created, and produced solely by the student.

If an Educator suspects a student of cheating:

Fullmind will review the assignment in question and investigate the matter, partnering the school district with both the Educator and the student(s) involved.
Any findings will be reported to the student’s school district for final review and disciplinary actions.

Schedule Changes

Canceling and Rescheduling Sessions

If a student is unable to attend a 1:1 class session, a parent, guardian, or school representative must let Fullmind know via email at least 24 hours in advance of the scheduled start time.

To cancel a 1:1 session

Email to customersupport@fullmindlearning.com containing the date, time, and subject of the class session you wish to cancel between the business hours of 7:00 am EDT and 6:00 pm EDT Monday - Friday.

Include as many days and times the student is available to reschedule the class session so we can work to reschedule the session.
We will not be able to cancel a class session via phone call. If you call us about canceling a class session we will ask you to send an email to customersupport@fullmindlearning.com.

Cancellation with less than 24 hours before scheduled start time

Classes are unabled to be to cancelled with less than 24 hour notice.

The educator will leave a 15 minute mini lesson that the student can review at a later date and time by viewing the video recording of the class session that was missed.

Students are responsible for all material covered during the mini-lesson and any assignments given during the missed session.
Please see the article titled Student: How Do I View Past Classes for further information on how to view a mini lesson.

**Note that group classes may only be canceled or rescheduled by a school administrator.

Session Extension Requests

Fullmind can only grant session extension requests with prior approval from the student’s school district.

If a parent or guardian would like to extend their student’s sessions with Fullmind, please reach out to the school district to request the extension.
Fullmind will wait for a directive from school districts before extending student sessions.

Student Travel Policy

Students should be sure to notify Fullmind of any extended travel as soon as possible by emailing customersupport@fullmindlearning.com.

When students attend classes while away from their usual setup, access to a camera and microphone is still mandatory.
- Sessions should take place in a quiet, non-distracting location.
Equipment evaluation should take place 12 hours prior to a session, whenever possible, to ensure the lesson can take place as planned without technology interruptions.
- Please reach out to us via e-mail at customersupport@fullmindlearning.com or via live chat request at https://fullmind.zendesk.com/hc/en-us to assist with any technology complications prior to or during a session.

Procedures for Reporting Session Concerns/Incidents

Inappropriate Student/Family Behavior

If a student or family member behaves in a way unsuitable for an academic environment:

Educators will attempt to redirect the off-task student behavior and focus on the learning task collaboratively
Educators will respectively and calmly remind the student of suitable classroom expectations and allow the student an opportunity to repair the behavior.
Fullmind Educators will not attempt to communicate with an upset family member or a hostile environment.

If respectful communication is not facilitated, an Educator will turn off their camera and microphone and report the session incident to Fullmind.

Student Off-Camera/Unresponsive for Extended Time

If a student is off-camera for an extended amount of time during a session, the Educator will remain logged into the class session and notify Fullmind to explain the situation.

A Fullmind Admin will call the student and check on their well-being.
Depending on the outcome of the phone call, the Educator will be asked to complete a mini-lesson or wait until the student returns to the class.

Student Departs from a Session Early

Sessions must be completed in their entirety. The School District determines the number of hours a student is responsible for completing to ensure they receive credit for the full course. For safety and accountability, students may not be excused from sessions early at the discretion of the Educator.

If a student departs from class early for any reason:

The Educator will remain in the session for its entirety.
The Educator will complete the planned instruction in the form of a mini-lesson.

Educator Has an Emergency

If an Educator is having an emergency during a session, the student, or guardian should reach out to Fullmind via e-mail at customersupport@fullmindlearning.com or live chat request at https://fullmind.zendesk.com/hc/en-us.

A Fullmind Admin will call the Educator and check on their well-being.
The Fullmind Admin will join the class and let the student know whether the class will resume or be rescheduled for another time.

Educator Off-Camera for an Extended Time

The student should stay logged into the class session, and notify Fullmind via e-mail at customersupport@fullmindlearning.com or live chat at https://fullmind.zendesk.com/hc/en-us.

A Fullmind Admin will call the Educator and check on their well-being.
The Fullmind Admin will join your class and let you know whether your class will resume or be rescheduled for another time.

Student in Crisis Protocol

Fullmind Educators use their professional judgment to determine if a student is in crisis; if a student is expressing serious and foreseeable harm to self and/or others.

These emergencies may include but are not limited to: suicidality, life-threatening allergies(or otherwise medically fragile), physical abuse, sexual abuse, neglect, dating violence, bullying, sexual harassment, gun violence (or violence of any kind).

All comments about doing harm to self or others are taken seriously.

When a Fullmind Educator has determined that a student is in crisis, there is a protocol in place to take action quickly and ensure the student is in the physical care of a parent/guardian or school personnel.

Session Concerns

Student Enrolled in Wrong Course

If a family or student believes that the student has been enrolled in the wrong course, and they contact Fullmind to report their concerns to customersupport@fullmindlearning.com

The Fullmind Admin will direct the family to call the school to report the error, and Fullmind will do the same.
All final decisions and future action items will be determined by the student’s school district.

Teacher from Same School District

The Fullmind staffing team does their best to not assign any Educators to work with students from the same school district unless specifically requested by the district.

If you become aware that your Educator works in the same school district where you are a student, let your Educator know that you are both from the same district during your session and that they should tell Fullmind.
If before your next session you notice you are still assigned to the same Educator, please reach out to us via e-mail at customersupport@fullmindlearning.com or you can submit a live chat request at https://fullmind.zendesk.com/hc/en-us, and you will be assigned a new Educator.

Requesting Change of Educator

If a student and family would like to request a change of Educator, email customersupport@fullmindlearning.com with the following information:

Educator name
Student name
Course title
Reason for change
- All written and verbal documentation to support request should be included in the email. Please be specific and include student anecdotes and dates of incidents whenever possible.

Filing an Internal Complaint

Fullmind strives to provide all students with an academic environment where they can succeed. Should a family believe to be in a position with an internal member of the Fullmind team, we ask that all concerns be reported to the point of contact at the student’s school/district. The school/district will work closely with Fullmind’s School Relationship Manager until all concerns have been addressed.

All final decisions on action items are at the discretion of the student’s school district.

Grades

Grades are directly reported to the student’s school district. Fullmind employees are unable to discuss or share grades with families or students directly.

Call your school district with any questions or concerns about the student’s progress reports or final grades.
Your school district will follow up with Fullmind to relay concerns or to obtain more information.

Technology

Fullmind LMS or Whiteboard Malfunctions

If a student is unable to launch a session or is having difficulties manipulating the whiteboard properly, please reach out to us via e-mail at customersupport@fullmindlearning.com or you can submit a live chat request at https://fullmind.zendesk.com/hc/en-us.

Email subject should read: “URGENT - Issue Description”.

Student Webcam and Headphone Use

Educators and students are required to use webcams and headphones during every session to ensure an optimal learning environment.

If a student does not activate their webcam or use microphones:

An Educator will inform A Fullmind Admin about the breach in protocol.
- The Fullmind Admin will review the session(s) to check for proper technology use.
Any inconsistencies with the policy will be reported to the student’s school district for further actions and to ensure the student has the proper, working technology while attending Fullmind sessions.

Technology breaches that will be reported may include:

Turning off camera mid-session.
Turning off the microphone to speak with other people in the room or on the phone throughout the session.

When screen sharing on the Fullmind whiteboard, all media must be connected to content and pre-screened with the following considerations:

Computer background images should be academically appropriate.
Media must be age appropriate and never from R-rated movies.
Video and audio clips should be free of sexual content, explicit language, and adult material including drug use, alcohol use, and violence.
Any student-created media should be appropriate for an academic environment.
- Educator concerns about student created media will be forwarded to the school district for review.

If a student violates any of the outlined Media Guidelines, Fullmind will report all findings to the student’s school district for possible disciplinary actions.

Educator Webcam and Headphone Use

If an Educator does not activate their webcam:

Ask the Educator to turn on their webcam, so you can more easily interact during the lesson.
- “I’m looking forward to class today! Can you please turn on your webcam, so I can see you?”
- “It looks like your webcam hasn't been turned on. Is everything ok?”
After a session where the Educator never turns on their webcam, email Fullmind at academics@fullmindlearning.com.
- An Academics Team Member will check in with the Educator to review the required technology during sessions.

If an Educator is not wearing headphones:

Ask if the Educator has headphones they can use during the session.
- “I’m having a hard time understanding you. Can you please find some headphones to use during our session?”
- “It is hard for me to hear you when there is such an echo. Do you have headphones you can use during our class?”

After a session where the Educator does not wear headphones and the lesson was negatively impacted due to noise, email Fullmind at academics@fullmindlearning.com.