Problems plague Norwin online instruction

Norwin’s online education program for students not in class has some technological glitches that are preventing them from receiving instructions, school officials acknowledged.

Students are having difficulty accessing the online courses, a problem that randomly occurs, Norwin Superintendent Jeff Taylor said in a statement. The district’s online academy teachers have resorted to providing instruction through Zoom calls when needed, he said.

The problem lies with Accelerate Education, based in Anthem, Ariz., a subcontractor for Capital Area Intermediate Unit, a Harrisburg area IU that has a contract with the Westmoreland Intermediate Unit to provide online learning, Norwin said. The school district has responded by not paying the vendor, Taylor said.

The difficulties in delivering the online instruction are caused by “an incredible spike in enrollment,” said Andria B. Saia, executive director of the Capital Area Intermediate Unit.

More people have been hired to address the problem, Saia said this week, and the IU is working closely with its vendors to solve problems only they can solve.

“We’re working really hard with Norwin. We’re moving as fast as possible,” to resolve the problems, Saia said.

The lack of capacity, primarily in help desk and support services, has caused ripple effects throughout the local and state systems for online education, said Jason Conway, executive director of the Westmoreland Intermediate Unit. The increased need for online instruction has placed unparalleled levels of stress on vendors of online learning services, Conway said.

By Tuesday morning, “the vast majority of access issues have been resolved and students are actively engaged in their coursework,” Conway said. The team at both intermediate units worked around the clock and over weekends to address the system flaws, he added,

But, Richard Nemeth of North Huntingdon told the school board Monday that he has been frustrated with the problems in delivering the virtual instruction to his daughter for her online academy courses. Nemeth said he made numerous emails and phone calls, but the problems were not resolved in the opening two weeks of school.

While admitting that a third-party vendor is responsible, “you’re (Norwin) indirectly responsible,” Nemeth said.

Brian Carlton, board president, showed his frustration as well with the failure to make the online instruction work properly.

“We are livid this is not working,” Carlton said, adding that it is a reflection on the school district, even though it is not Norwin’s fault.