Open Learning COVID-19 FAQ

 Will Open Learning courses continue to run?

Open Learning courses are still running, and we remain open for new course registrations and program applications. If that changes, updates will be posted here on the COVID-19 webpage.

 What should I do about my scheduled exam? Updated May 1

There will be no in-person exams available for May or June. Where possible, we are creating alternative assessments for courses. For many courses, virtual exams may be available through ProctorU. If your course has a “Final Exam” tab, please refer to that for more information about virtual exams. You can direct any general questions to exams@tru.ca. We are experiencing a high volume of emails, but are responding to everyone and will post updates on the website as we have more information.

 What should I do if I have completed my course and just need to write the final exam? Added May 1

If your course has a virtual exam option via ProctorU, we recommend you use that option, as in person exams are temporarily suspended.

If your course does not have a virtual exam option, please review the following:

If you were planning to write your exam in May and will have completed all other course assignments by May 12, send an email to exams@tru.ca to indicate that you are ready to complete your course. Please put “May exams” in the subject line of your email and in your message provide your name, student number and course number.

If you were planning to write your exam in June and will have completed all other course assignments by June 12th, please send an email to exams@tru.ca to indicate that you are ready to complete your course. Please put “June exams” in the subject line of your email and in your message provide your name, student number and course number.

Exam options for July and August will be reassessed as we get closer to those dates.

 I am having difficulty contacting TRU about my Open Learning course. What can I do? Added May 1

Unfortunately, the requirement for social distancing has not allowed our teams to communicate with our students through normal channels. We recommend that you review our website or myTRU for answers to questions. If you need assistance, email is currently the best way to contact us.

If you have questions about your exam, please contact Exams Department at exams@tru.ca

If you have questions about your course, please contact Delivery Support at deliverysupport@tru.ca

If you need help with course registration, please contact student@tru.ca

If you need help with passwords or other technical issues, please contact the IT Service Desk at itservicedesk@tru.ca.

 What do I do if I already own the required textbook for the course I am looking to register in? Updated May 1

Effective May 1, 2020, students will be able to opt out of purchasing the required course textbook when registering online. (You will not be able to opt-out of all materials, as some can’t be sourced elsewhere.) It is critically important that you ensure you have the correct textbook edition in order to successfully complete your course.

 I need my final grade but can’t complete an exam due to COVID-19. What should I do? Added May 1

Where possible, we are creating alternative assessments for Open Learning courses. We had prioritized all students who were scheduled for April exams, and are now working on options for students looking to complete in May and June. Completion options will be communicated to you through email and/or Moodle.

 What is ProctorU? Added May 1

ProctorU is a private company that has a service agreement with TRU to offer proctored online exams for certain courses offered by Open Learning. TRU established this partnership to increase our flexibility and accessibility to those students who needed a timely option for final exams that could be written at home, with a quick turnaround of final grades. Student feedback on the service to date has been excellent. Please note that not every course offers ProctorU as an option, and students are required to meet mandatory technological requirements.

 Do I have to use ProctorU? Added May 1

Given current privacy laws regarding personal information, you can request an in-person exam instead of using ProctorU. However, you should be aware at that we are unable to say for certain when we can safely resume in-person exams. We recommend that students who need to complete their course use this service.

 How do I register for an exam with ProctorU? Added May 1

If your course has a virtual exam, there will be a “Final Exam” tab that contains detailed information on how to apply and hardware requirements.

 Why is there a fee for using ProctorU? Added May 1

We established this partnership several years ago in order to increase our flexibility and accessibility by offering students the option of completing exams on their own schedule and from the comfort of their own home. We also heard from students across Canada who were paying much higher fees to utilize testing centers and wanted a more affordable option for those cases. Our intention was not to remove the option of traditional in-person exams; unfortunately, our exams centres are closed due to the COVID-19 situation and we are unable to safely offer in-person exams for the foreseeable future.

 What will happen to in-person science labs in Kamloops? Updated May 1

All Summer Science Labs have been cancelled. We are exploring options for offering these labs at a later date and will post updates here.

 What will happen to in-person practicums or workshops scheduled as part of course work?

Any disruptions to practicums or workshops will be communicated to affected students via their myTRU email accounts and Moodle.

 Am I still able to contact my Open Learning Faculty Members? Updated May 1

If you need to contact your Open Learning Faculty Member we encourage you to do so. Moodle should be your primary communication tool.

 I’m enrolled in a print-based course. Can I still mail my assignments? Updated May 1

Students in print-based courses will be able to mail assignments to their Open Learning Faculty Member. However, we recommend that you check for any Canada Post disruptions in their area. If you have been mailing assignments but are able to use email instead, please check with their Open Learning Faculty Member to confirm.

 What should I do if I am are having difficulty contacting my Open Learning Faculty Member? Updated May 1

As Open Learning Faculty Members may be receiving increased numbers of questions, we ask for your patience. If more than a week has passed without a response, please contact deliverysupport@tru.ca.

 Am I still able to contact Open Learning with course-related questions? Updated May 1

Please send any questions or experience issues to deliverysupport@tru.ca. We ask for your patience as we are experiencing a much higher than normal volume of email at this time.

 I’m concerned about how the pandemic has affected my academic performance.

As a temporary measure, students who feel that their final grades have been negatively impacted by the COVID-19 situation may elect to withdraw from the course, resulting in a grade of “W” with no impact on their GPA. If you started your Open Learning course on or after August 15, 2019 and had not yet completed it as of March 15, 2020, you can choose this option. This includes courses that began up to and including March 31st that are scheduled to be completed within the next 30 weeks.

 I’m a health care worker and I’m unable to continue my studies at this time. What are my options?

In consideration of the incredibly important work our health care professionals are doing, we are offering students in health-related programs the ability to pause their academic studies (excluding practicums) for an initial term of three months.

Students who exercise this option will be able to carry forward whatever marks they had obtained in their current studies and carry on in their course without fear of penalty or having to start over. Eligibility will be for those program students who started their Open Learning course on or after August 15, 2019 and had not yet completed it as of March 15, 2020. This includes courses that began up to and including March 31st that are scheduled to be completed within the next 30 weeks. Applicable programs are as follows:

 What health and wellness resources can I access?

It is especially important at this time to monitor and care for your own mental and physical wellbeing. TRU offers the following supports for OL students:

You might also find the following resources useful:

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