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Access User Support

Access User Support

If you have a question about Safety in Schools or need help resolving an issue with your account or courses, please follow these steps to ensure you get the support you need as quickly as possible.

Download a copy of our User’s Troubleshooting Guide to find solutions to the most common errors encountered by Safety in Schools Users.

Step 1: Define Your Request

First, figure out what type of support you need. Click on a support type below to read the description.

Administrative Support

Submit a Request to Register a School if you are a teacher or administrator at a high school that is not currently registered with Safety in Schools.

If you’re not sure whether your school is currently registered, send the request anyways and we will let you know.

User accounts are automatically de-activated after three years of inactivity and are sometimes manually de-activated by a teacher or administrator.

To re-activate an old account, submit a Re-Activate a User Request.

If you have questions about our program or would like to request an info sheet or brochure, submit a Request for Information.

If you are currently using our program in your school and you have a question that you cannot find an answer to in any of our user guides or FAQ, submit a Request for Teacher Support / Guidance.

Technical Support

If you are having trouble logging into your account, submit an Unable to Log In Request.

Submit a Course Access Error if you are experiencing errors within the course environment or while trying to open a course from your My Courses page.

Submit a Course Status Error if the status of one or more of your courses is not showing correctly on your My Courses page or Export Grades spreadsheet.

Submit a Request tagged “Unsure / Other” if you are having difficulty with your account or courses but none of the other Request Types seem to fit.

Step 2: Look for Answers

Once you have defined your request, you may be able to find the answers you need without submitting a support request.

Click on a Request Type to find help with specific issues or read through the FAQ for answers to common questions.

Administrative Support

Register a School

No need to seek answers elsewhere.

Send your request using the contact form on this page.

Re-Activate a User

No need to seek answers elsewhere.

Send your request using the contact form on this page.

Request for Information

Information about the Safety in Schools program can be found on our About Us page, where you will find:

  • Downloadable brochures and information sheets
  • Teacher and Student User guides
  • An About Us video
  • A map of the school districts Safety in Schools currently operates in
  • Links to our Social Media pages
  • A button to subscribe to our newsletter and updates mailing list

You can find additional information about our organizational structure, governance and sponsorship by hovering over the About Us tab on our website.

Or, check out our Frequently Asked Questions below!

Teacher Support / Guidance

Most questions you have as a teacher or administrator can be answered in one of these Guides:

Teacher's User Guide

Our Teacher's User Guide uses screenshots and written instructions to guide you through the registration, enrollment and monitoring processes required to administer our program for your school.

Topics Include:
  • Logging into Safety in Schools
  • Getting Started
  • Creating New Users
  • Creating Classes
  • Doing a Group Student Upload
  • Enrolling Students in Courses
  • Exporting Grades
  • Accessing Custom Safety in Schools Courses
  • Using the Classes Function
  • On the My Courses Page
User's Troubleshooting Guide

Our User's Troubleshooting Guide is for both Teacher and Student users.

This guide contains descriptions and screenshots of the most common errors encountered by Safety in Schools Users and step by step instructions for Troubleshooting those errors.

New Teacher Webinar

You can view our New Teacher Webinar for a demonstration of the functions covered in the Teacher's User Guide and answers to some common questions.

View Webinar

Technical Support

Unable to Log In

You may be able to resolve this issue by looking in the User's Troubleshooting Guide or FAQ.

Course Access Error

You may be able to resolve this issue by looking in the User's Troubleshooting Guide.

Course Status Error

You may be able to resolve this issue by looking in the User's Troubleshooting Guide.

Unsure / Other

You may be able to resolve this issue by looking in the User's Troubleshooting Guide or FAQ.

FAQ

Frequently Asked Questions
Do Safety in Schools courses align with the Alberta Education curriculum?

Yes. You can find curriculum alignment documents on our Alberta Courses page.

I have forgotten my password. What should I do
  1. From the Safety in Schools homepage, click "Login to Safety in Schools".
  2. Click on the "Forgot your password?" link below the login form.
  3. Enter your email address and select "Go".
I got kicked out during my Course Post-Test. What happened?

SWIFT uses an adaptive testing algorithm (used to shorten testing time) based on the mastery score and number of questions selected for the Course Post-Test. You will be presented with questions until it determines mastery or non-mastery.

For example, if the mastery level is set to 50% and the test includes 5 questions, SWIFT will stop testing if the learner fails the first three questions.

If you believe there has been an error with your Course Post-Test, please submit a Request for Support and include the date and time of your latest attempt in your description of the issue.

I have passed all the Pre-Tests in my course. Do I have to do a final Course Post-Test?

If you do not answer all the questions in the module Pre-Tests correctly, they will be added to the test at the end of your course.

If you pass all the Pre-Tests in your course, you will not be presented with the final Course Post-Test, but you will be presented with your certificate.

I mastered my course, so why does it say that I haven’t started?

You may have pressed Restart Course on your My Courses page, which resets your status on the Safety in Schools system.

To reset your mastered status, please send a message to swiftsupport@swiftlearning.com and ask to have your course history restored. Remember to include your full name and your email address associated with your Safety in Schools account.

Sometimes people mistake the Pre-Tests or Module Exercises for the Course Post-Test, so it is possible that you haven’t yet mastered the course. If this is the case, the SWIFT Learning team will be able to show you your previous attempts and the score that you earned on each of them.

Also remember that mastery is set at 80% for Safety in Schools courses, rather than a +50% pass/fail.

I scored below 80% on my Course Post-Test. Can I try again?

You can review the course and take the Course Post-Test as many times as needed to master the material. We recommend that you review your previous attempt(s) and at least some portions of the course material before you try again.

Select Continue Course from your My Courses page, then open your navigation pane using the map icon and select Course Achievements. From there, expand the Completed Tests menu and select an attempt to see an overview of your results and the option to review that test.

Once you feel comfortable with the material, go back to your Course Achievements page and click the Course Post-Test button.

Note: if you click Restart Course, you will lose access to your previous attempts and course achievements. We only recommend restarting a course if you have reached the maximum number of Post-Tests available (10) without achieving mastery.

When I start a course, do I need to complete it all in one sitting?

No. You can log out and come back to your courses as many times as you’d like, making it easy to complete your courses at your own pace and when it is convenient for you.

Be sure to select the Exit Course icon on the lower left-hand side of your screen, as this will save your place in the course. When you log in again and click on Continue Course, you will be taken back to where you left off.

Note: You cannot resume tests, so be sure you can complete any tests before exiting the course.

Can I go back into a course I have already mastered to review the material?

Yes. When you log in again you will see a Review button beside the Certificate button on your My Courses page.

I am reviewing my test and a question I know I got right was marked wrong. What should I do?

Please take a screenshot of the error and send it to swiftsupport@swiftlearning.com with a brief description.

Be sure to provide the name of the course along with your name and the email address and password associated with your Safety in Schools account.

I set up a student account, why aren’t they able to log in?

You may have typed in an incorrect or invalid character or used an invalid email format when you created the account.

Please check the account information and correct any errors. If you do not see any errors or the student continues to experience login issues, please submit a Request for Support.

I have completed the course, how do I print my certificate?

If you have completed the course to a Mastery level, you should see a "Certificate" button beside the course name on your My Courses page. Click this button to download a copy of your certificate.

Why does my certificate say my teacher's name instead of mine?

Your teacher may have made an error creating your account or have given you access to their account instead of your own. All users must have their own account with a unique email address and the correct first and last name of the user, as this is what will appear on any certificates earned using that account.

If you are experiencing this issue, please submit a Request for Support and include your teacher’s name and a copy of the certificate.

Is there a question that you think belongs here? Please send your suggestion to info@safetyinschools.ca.

Step 3: Submit a Request for Support

Request Administrative Support

*If you are trying to log into your Safety in Schools account, please select the "Login to Safety in Schools" button from the menu above and use the login information provided to you by the teacher or administrator that registered you.

User Type:

Request Type:

Description:
Please include as much detail as possible in your description.

Would you like to include an image or attachment?

Request Technical Support

*If you are trying to log into your Safety in Schools account, please select the "Login to Safety in Schools" button from the menu above and use the login information provided to you by the teacher or administrator that registered you.

User Type:

Request Type:

What steps have you taken to resolve this issue?
Checked account information and corrected any errors
Closed active session and signed out of account
Checked network and internet connections
Cleared cache, cookies and browser history
Added the URLs from Troubleshooting Guide to my networks Trusted Sites

Description:
Please include as much detail as possible in your description.

Screenshot:
Please include a screenshot of the error if possible.

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