STUDENT LED REPAIR

PROGRAMSTARTER GUIDE

You save. They Learn.

Building new opportunities for students to engage in educational technology.

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CONTENTS

Introduction

Warranties & Insurance

Developing Your Program

Instructors

Choosing Students

Setting Up

Training

Running Your Program

Examples

Acknowledgments & Contacts

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12-15

16-17

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FireFly would like to extend a very special thank you to Sue Simonson for all of her help and expertise. Sue pioneered a student repair program for her district, and her Westonka Tech Interns have gained national recognition for excellence. Thanks to Sue’s passion and eagerness to help other schools, we were able to pull together this and other resources to help you get your program off the ground!

THANK YOUSUE AND THE WESTONKA TECH INTERNS

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INTRODUCTIONOne of the major challenges in education is continually adapting and offering fresh, relevant, and exciting opportunities to students. Schools know that when they fall behind in technology and teaching trends students suffer. But keeping up with the latest tech brings its own challenges. The expenses associated with purchasing new technology and maintaining the old continues to grow. Every year, districts waste time and money in shipping and repair costs for their expanding artillery of educational technology. That’s time and money that should go towards creating valuable learning experiences for students.

If your school faces some of these challenges, it might be time to implement a Student Repair Program! Repair programs (also known as “Tech Team” programs) offer a two-fold solution: Participants get a one-of-a-kind experience that builds tangible and marketable skills, and their school gets an in house tech squad. In these programs, students learn the basics of Chromebook repair, tech support, and customer service while performing professional grade repairs on their school’s educational technology.

There is no one-size-fit-all model for student repair programs. Some large districts develop credited courses with many students to accommodate high breakage rates on school devices. Others opt to have a smaller volunteer operation with only a few student “techs”. There are many factors that go into creating a program that fits the unique demands of your district, so consider your options.

Our team at FireFly wanted to help you pioneer a program for your own district. We pooled the best information we could find on jump starting Tech Team programs into this resource to make it as easy and painless as possible for you to take part in this trend-setting educational platform. With this starter guide, you will learn the logistics, difficulties, and strategies associated with starting these programs.

Hopefully, with the extra support, you will have the confidence to forge a program that changes the way your students engage in educational technology!

What are you waiting for? Let’s get started!

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YOUR DEVICE WARRANTYAccae nostiorion prectur rehenec tatuscil iur?

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pelecabor aut Accae nostiorion prectur rehenec tatuscil iur?TERMS AND CONDITIONS

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WARRANTIES and INSURANCEFirst, take a look at your district’s current technology and warranties. Consider the type of warranty currently applied to your Chromebooks because it will affect the kind of repairs your students will be able to perform. It’s common for warranties to be voided as soon as self repairs are performed on a device so save your school the pain of paying for voided warranties by learning more about your current policy and adjusting if necessary. Most Chromebooks come with a one year manufacturer’s warranty. This covers any hardware damage that may occur within the first year of use. However, they often don’t cover cosmetic or accidental damage, which may be a good place to start with your student repair program.

For devices over a year old, you can get more creative with your coverage options. If keeping your devices under warranty doesn’t make sense for your district once your student repair program is in place, there are some other coverage options for funding device maintenance. Having a backup plan for when your devices suffer damage that cannot be fixed by your student technicians is important. One option is FireFly Smart Repair which offers flexible and affordable

coverage for any device (even if it wasn’t purchased from us). With Smart Repairs, you are able to purchase credits that can be applied to any device, for any repair.

Other ways that districts have financed Chromebook maintenance with Tech Team programs is by instituting district/school-wide device insurance. Parents pay an insurance fee (typically $40-$60) at the beginning of the year to cover any potential damage. Another option is “pay per instance,” where parents are billed for specific repairs and parts each time a device is sent in for maintenance. If none of these seem like a good option for your district, get creative! Do your research and find the coverage that best suits your school’s particular needs.

Whatever coverage option decide on, remember to establish a budget for Chromebook repairs based on your districts breakage rate and the average repair cost for Chromebooks (~$100). Include a budget for Chromebook parts and buffer stock of devices so no student is ever left without access to your school’s educational technology.

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DEVELOPING YOUR PROGRAMA good place to start when developing your course is gaging student interest. One way to do this is by sending students a Google Form questionnaire asking questions like “On a scale of 1-10, how interested are you in learning technical skills with real world applications?” or “How likely are you to enroll in a program that teaches computer repair skills?” Once you have students’ honest answers you can estimate how many students to expect to enroll in your program.

As mentioned before, no two programs are exactly alike and you should strive to build one that fits the repair needs of your district and the demand of your student body. Think about all the factors that come into play in your specific school/district that could influence the structure of you program:

• Number of interested students • Breakage rates (Is there enough demand for repairs to justify a large program?) • Space for new courses in course catalog • Number of Chrombooks currently in use • Typical wear on devices - Do students bring devices home or are devices kept at school? - Are device equipped with protective cases? • Type of warranty/insurance applied to devices

There are endless possibilities when it comes to building the program that is right for your school. Whether your program will be big or small, meet daily or weekly, be credited or volunteer, it’s important to start nailing down some of the details before seeking program approval. A great course description and a passion for engaging students in a new and exciting way goes far when convincing your district to get on board with your new Tech Team program.

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Will this program be offered as volunteer experience, an academic course, or other?

Will we meet daily/weekly?

Will we cover devices from across the district or just the individual school?

Will the course be pass/fail or will students earn a letter/numeric grade?

How will it be listed in your course catalog?

Which department will the course fall under?

Will it be a leveled course?

Will there be any prerequisites?

Who can take the course?

How many credits will students earn?

How will students be assessed?

PROGRAM OUTLINE WORKSHEET

Use this worksheet as a launchpad for writing up your course description. Nail down some of the details and start painting a picture of your program to use in the course approval process

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INSTRUCTORSHiring the right instructional staff to coach your students can make or break your program. Technology is an exciting and useful subject for students to engage in so look for an instructor/s that will bring enthusiasm and passion to your new course!

“Who is qualified to lead this program?” Well, a strong candidate might be a teacher with a background in computer technology or programming, business management, marketing or entrepreneurship. Someone with hands-on experience repairing Chromebooks and other educational devices would be incredibly valuable

as a course instructor. However, as more and more teachers of different content areas cross over into technology education, it’s not uncommon to see former English, social studies, math or science teachers leading a student technology team.

The important thing to focus on is a candidate’s ability to relay complex technical skills to students and energize their classroom. With the right resources and training just about anyone can be a tech instructor, but be sure to follow the licensure or certification requirements of your state when hiring your new staff member.

Nothing boosts student engagement like an enthusiastic instructor. Find someone who is passionate about bringing exciting, meaningful instruction to your new student repair program–it will pay off!

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SELECTING STUDENTSAt the end of the day, the success of your program relies on the strength of your squad, so assemble your dream team thoughtfully. Spark interest in this exciting new course by developing promotional materials, such as recruitment videos and posters. If possible, let parents know about your new program and the real-world learning opportunities it will provide. Some schools’ programs include student applications as part of their selection process. It might be worth considering if you anticipate an abundance of students interest but might not be able to accommodate a large class (See “Example Student Application” in back).

Strive to build a diverse team of students, both males and females, with varying skill sets. The wider range of skills and abilities, the better. Collaboration between different types of students will challenge your team to be more innovative and creative throughout the program.

The ideal student for this program is not necessarily a technology wiz. However, prerequisite knowledge and experience with your school’s hardware and applications can’t hurt. Due to the nature of the program, we do not recommend considering students with a history in vandalizing or damaging school property.

The “PERFECT” Tech Team Candidate• Students with a desire to help others and explore new technologies• Risk takers who enjoy new challenges, and problem solving• Creatives who enjoy writing, video production and public speaking• Tech-enthusiasts with an interest in IT, networking, and computers• Entrepreneurial or business-oriented students

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SETTING UPAfter writing your plan, getting approved, and lining up the perfect instructor, it is time to get down to the nitty gritty. Stay organized and focused, you will be able to create an experience for students that is both rewarding and fun!

Physical SpaceWhen selecting/building your space, choose a centralized location with high visibility that will be easy for students and teachers to visit throughout the day to get their technology questions answered. Since this is service focused program, prioritize accessibility in your design. If your space options are limited at your school, make it easy for students and staff to find your tech squad wherever you are. Post signs and make announcements about where to find your repair shop. Establish hours of operation for your Tech Desk or Repair Shop and prominently display them for students and staff.

Design your new room around the customer experience. Many schools choose to build a “Tech Desk” where students and staff can interact with your tech squad. At your service desk, “customers” can talk with your tech geniuses about their technology issues and drop off repair requests and devices. Having well organized shelves to store ongoing repair projects makes it easy for your tech team to stay organized, and simplifies the customer service experience.

Where will the magic happen? Give your tech team ample space for repairs and tunes ups by setting up individual work stations equipped with tools and supplies. Design for collaboration and comfort–making areas where students can work together to experiment and innovate. This repair area should offer plenty of space and great organization so students can process repairs effectively and efficiently.

Example Floor Plan

Tech Desk Materials Storage

Work Benches

Project Storage

Interactive Panel

FireFly DIY Repair Kit

Put thought into your physical space. Try to focus on making a room where students can get the most your program. Remember the key elements of a student tech team–education, customer service, and tech repairs.

STAY ORGANIZED

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What you needStocking your repair space with the right materials sets your students up for success as tech geniuses and ensures that repairs get done quickly and professionally. Invest in computer repair tools like Phillips-head screwdrivers, picks, and spudgers. Research what you need to get your repair program off the ground, or save yourself the hassle and look to FireFly. We made your shopping easy with the FireFly DIY Repair Kit. Full of products hand selected by our repair experts, our kit gives you the tools, parts, and training videos you need to run a professional-grade operation. Created specifically for repairs on Chromebooks and other educational technology, this kit delivers everything for two students to complete just about any repair.

Most likely, you will run into repairs that require replacing parts, and having a good stash of parts on hand can make a huge difference when you’re under pressure to get repairs done fast. Stock up! FireFly has thousands of Chromebook components and replacement parts for purchase on our easy, online portal. Get what you need at FireFlyRepairZone.com and be prepared for any broken device that comes your way!

SHOPPING LISTCompressed Gas DusterElectrical TapeMonitor WipesLabel Maker/Label TapeDry Erase BoardsStorage BinsHeat GunsPicksSpudgers

Research essential computer repair tools and equip student work stations with quality supplies. One of the goals of this program is giving students real world skills so acclimate them to working with professional equipment.

Get your own DIY Repair Kit at www.fireflycomputers.com/diy-repair-kit

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TRAININGBefore setting your students loose on district devices, they will need proper training. Some schools facilitate training boot camps for their new student tech teams before the school year begins that cover Chromebook basics and common repairs training. Others choose to run their training on a rolling basis, allowing newer students to spend time learning technical repair skills in a classroom setting, while experienced “student experts” head the Tech Desk. Whatever training best fits your program, be sure to give your new geniuses the opportunity to learn, experiment, and build their new skills.

Training VideosAs an educator, you know the power of visual learning. Repair videos are a great option when it comes to training your new tech geniuses. Seeing repairs in action helps students gain a firmer grasp on computer basics and repair techniques–it’s like a virtual apprenticeship!

There are thousands of free videos available on-line to help your students learn the basics of Chromebook repair, but if you want them to learn industry standard, quality assured techniques, trust expert sources.

One great option for multi-media training is FireFly’s Repair Videos. Made for students to learn the basics of Chromebook repairs, our easily-accessible, on-line platform offers step-by-step repair walk-throughs, expert tips, advice, and cautions. Your students will build a foundation of computer repair skills that will help them get your new program started.

A quality experience for your students starts with great training. Make sure your tech team knows Chromebook basics, and repair best practices before you open for operations to students and staff.

Photo courtesy of Conner Middle School, Boone County Schools, KY © 2018 Jan Searing

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RUNNING YOUR PROGRAMAfter training is completed, you may be wondering how to run your program day-to-day. The good news is that after a while the students will be able to take the reins. They will be in control of dealing with customers, taking repair request, fulfilling orders, and providing tech support. Here is what the average daily operations and repair process looks like:

Plan for down time. You can expect days with no repairs to be made. Push students’ beyond repairs by providing opportunities to grow a number of skills on top of their new tech abilities. Assign projects that build competency in reading, writing, communication, public speaking, and research centered around the subject of technology.

Students bring broken devices to Tech Desk/Repair Center. There, they will give a quick diagnosis (ex. broken screen, won’t turn on, etc.), fill out a support ticket (See Example Repair Request Ticket), and receive a loaner device. Tech team prepares for repairs. The team will determine how each device is insured/warrantied. Then, they will run full diagnostics and order parts for the repair if necessary. Set up guidelines in advance on which repairs your tech team will perform and which will be outsourced for professional maintenance. If need be, send devices out to a trusted repair expert.

Repairs are made by tech team. Requests are divided between techs who will go through checklists (See Example Repair Checklist) and fill out internal documents noting who repaired which device and what parts were used. The course instructor can provide support for challenging repairs. Once the device is fixed, the student “customer” is notified to return loaner and collect the newly repaired device.

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Researching, and reviewing the latest educational apps

Creating how-to tutorial videos

Delivering classroom training and demonstrations

Hosting live Google broadcasts

Consulting with app developers

Presenting at local, state and regional conferences

Moderating tech-based Twitter chats

Maintaining blogs that showcase their work and progress

Gaining certifications they can use towards careers in computer tech

KEEP STUDENTS ENGAGED WITH PROJECTS LIKE...

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EXAMPLE DOCUMENTSEXAMPLE SYLLABUS

*Some options require fees for certification. If your proposed project requires payment of any kind, payment will be the responsibility of the individual student.

Tech Genius Program Mrs. Phillips Course Syllabus Grades 10-12

Course Description: The FireFly Tech Genius Program (FTGP) is a hands-on study of technology integration, problem solving, and Chromebook repair. Students will be required to assess problems and define the best approach to addressing or solving the problem. In addition, FTGP students will work as part of a technology service and are expected to act professionally as “technology experts” toward other students and staff.

Course Requirement:

1. Chromebook Support/Repair and Tech Desk assistance a. FTGP students will learn how to repair the different Chromebook models used at FireFly

High 1:1 tech plan. Repairs include monitor replacement, key replacement and replacement of internal parts.

b. FTGP students will learn how to troubleshoot student and teacher problems related to Chromebook and other network/software issues.

c. FTGP students will learn advanced Google Apps topics including apps, extensions, drive, calendar, mail, etc.

d. FTGP students will become proficient in Schoology and other FireFly High applications. e. Abuse of these privileges or purposeful destruction or any district equipment will result in

a removal to the office and possibly of the class.

2. FTGP Choose Your Own Adventure Project

FTGP students will have the opportunity to pursue an individual project of their choice. Think of this course component as a choose your own adventure project, where students get to choose an area of interest (related to the subject of technology) and grow their skills and knowledge in the area of their choice. Possible projects include (but are not limited to):

• Microsoft Office Specialist Certification* • CompTIA A+ or Net+ Certifications* • Computer programming using code.org • Android & iOS App Development* • Mobile School Apps (Virtual Planner, Grade, Lunch Menu, School Navigation Toll,

Computer Lab Scheduler, etc) • Maintain a social media presence for FTGP • Create a series of videos and tutorials to teach repair basics

If necessary, I will assist you in the development of your project to you started. You will complete the FTGP Project Proposal From and get your project approved by your instructor. Work should not begin on your project until approval is given.

[YOUR SCHOOL NAME] TECH GENIUS PROGRAM

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Chromebook Support RequestDate:Name:

Problem (Please be as specific as possible):LCD Display (Screen)Trackpad

KeypadOther

Insurance? Yes No

Tech Intern Notes:

Signature:

EXAMPLE REPAIR REQUEST TICKET

STAY ORGANIZED AND EFFICIENTCreating repair request tickets is a great way to simplify the customer experience at your Tech Desk. Students and staff can fill out request tickets which will be attached to their specific device to keep orders organized for the tech staff.

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DIY Repair Checklist

You Name

Device Type

School

Is This a Warranty Repair?

Student’s Name (computer owner)

Problem on Ticket

Troubleshooting steps

Parts Replaced

Did you test that the problem is fixed?

Is your magnetic board empty?

Yes No

Yes No

Yes No

Did you clean the device? Yes No

Did you check for loose bottom screws?

Did you write on the ticket what you did?

Did you enter it into the computer system?

Did you throw bad parts and/or put back good parts?

Does the student have insurance?

Did you place the device in the correct spot to be returned to the student?

Amount of time the repair took:

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

EXAMPLE REPAIR CHECKLIST

Your Name

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EXAMPLE STUDENT APPLICATION

ASSEMBLE YOUR DREAM TEAMMake the process easy and accessible–like this example from Westonka High School’s Tech Interns Program–by building your application using Google Forms. Ask a variety of questions that cover topics like previous tech experience, why they are interested in the program, and how they deal with challenging problems.

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STILL HAVE QUESTIONS?Connect with the Device Lifecycle Experts™ today!The FireFly team is eager to work with you to make a student repair program part of your device lifecycle. We know there’s a better way to support school technology and we work every day to create unique solutions for our customers. Learn more about how FireFly can help you get your program off the ground and see for yourself why we are the nation’s leader in 1-to-1 school technology!

VISIT US ONLINE Website | fireflycomputers.comProfessional Repairs | fireflyrepairzone.comRepair Parts | fireflyadvantage.com

CALL US TOLL FREE

1-866-950-8868

Here’s to the self-maintainers! The team at FireFly wanted to make it as easy and painless as possible for you to start a student led repair program of your own so you can be fully self-sufficient with your Chromebook fleet. Learn the logistics, difficulties, and strategies to getting started in this guide!

Even more solutions to make you look good at your job at

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