Ontario school boards launch student support portals as critics question role

CTV News London's Reta Ismail explains a new portal on the TVDSB website to help parents and guardians.

Several Ontario school boards launched new student and family support office websites Tuesday, including the Thames Valley District School Board (TVDSB).

The move comes as those boards remain under provincial supervision, raising questions about whether the new portals are replacing the role of elected trustees.

The TVDSB officially launched its Student and Family Support Office - TVDSB portal on Tuesday.

Education Director Bill Tucker said the online service is meant to help parents and caregivers navigate the school system when they are unsure where to turn.

“Given the size of our school board, it really is designed to help parents and families navigate, should they have some difficulty finding, you know, who they go to, what issues can they have addressed,” Tucker said.

TVDSB is one of five Ontario school boards mandated by the Ministry of Education to have the offices in place by today. All five are under provincial supervision.

Tucker said families with complex concerns about a student’s education plan or wellbeing can submit an online form or call the listed phone number. Concerns will then be directed to the appropriate supports.

Critics, however, argue the portals add bureaucracy rather than accountability.

“It’s smoke and mirrors from the minister,” said Ontario NDP Education Critic Chandra Pasma. “You are taking away the support and advocacy of a trustee who will help you navigate the whole process, and you’re replacing it with another layer of bureaucracy.”

Accessibility advocates also raised concerns.

“There certainly are some problems with the existing trustee system, but these are easily fixed,” said David Lepofsky, chair of the Accessibility for Ontarians with Disabilities Act Alliance. “Mend it. Don’t end it.”

A request for an interview with Education Minister Paul Calandra was declined. In a statement issued by his press secretary, the minister said the government will continue, “overhauling an outdated school board governance model so that more resources go into classrooms, teachers have better support and students have the best chance to succeed.”

The online portal encourages parents and caregivers to first contact a teacher, principal, or superintendent before submitting an inquiry — a process critics say creates barriers for some families.

“If you don’t have a computer, or you don’t know how to use a computer, or you can’t do that in English, or there are accessibility problems that prevent you from using a computer to communicate, you’re out of luck,” Lepofsky said.

Questions are also being raised about whether existing staff can manage the added workload.

“Nobody has added additional resources,” Pasma said. “Family support offices consist of people who are already responding to parents or who have other obligations, which raises questions about timely responses.”

Disability advocates are encouraging families to use the new system and share feedback.

“Let us know how much the people at the other end of the phone understood,” Lepofsky said. “Let us know if they solved it.” Health Care – AODA Alliance

All remaining Ontario school boards are required to have Student and Family Support Offices in place by Sept. 1, 2026.