Student & Family Support Office

Helping parents/guardians navigate questions or concerns about your child’s education

The CDSBEO Student & Family Support Office is here to help parents/guardians and caregivers navigate questions or concerns about your child’s education – especially when the issue is complex or needs support beyond the school level.

We know that parents/guardians play a vital role in their child’s education. We are committed to responding to your questions and concerns in a timely and respectful manner.

We believe that open and respectful communication is key to resolving any issues. We expect all members of our school community – staff, parents, students, and caregivers – to treat each other with respect. All members of our school community are at all times bound to follow the CDSBEO Code of Conduct. We will not respond to communication that is abusive or disrespectful.

Ontario Ministry of Education PPM 170: Policy/Program Memorandum 170 | Education in Ontario: policy and program direction | ontario.ca

Start Here: The fastest path to support

In most cases, the quickest and most effective way to address a concern is to begin with your child’s school through direct communication with the teacher and principal.

Step 1 – Contact your child’s school Teacher

  • Classroom Teacher; learning progress, classroom routines, assignments, day-to-day questions.

Step 2 – Contact the school Principal / Vice-Principal

Step 3 – Contact the Student & Family Support Office

  • If your concern is complex, unresolved after working with the school, or you need help navigating next steps at the board level, the Student & Family Support Office can help connect you to the right support.

How the Student & Family Support Office can help

We provide an additional pathway to help families get support and direction when concerns require board-level navigation.

We can help you:

  • Navigate next steps when concerns are complex or cannot be resolved at the school level.
  • Connect you with the appropriate Superintendent or department for support and follow-up.
  • Direct your inquiry to the right support area, including:
    • Special Education supports and pathways
    • Student mental health and well-being resources and supports
    • Registration / enrolment guidance and next steps
    • Student records requests (e.g., transcripts/records guidance)  

Tip: Sharing what steps you have already taken (teacher/principal contact) helps us triage and respond faster.

Contact the CDSBEO Student & Family Support Office

Fill out the Student & Family Support Office intake form found here: Contact the CDSBEO Student and Family Support Office – Fill out form

Phone: (613) 258-8065 or (888) 531-0201

Email: supportoffice@cdsbeo.on.ca

Please note the office hours: Monday to Friday, 8:30am to 4:30pm

When emailing or calling, please provide as much information as possible.

  • Your child’s school and grade
  • A clear description of your concern and the outcome you are hoping for
  • Steps you have already taken (e.g., contacted teacher/principal; approximate dates)
  • Whether your concern is time-sensitive (deadlines, safety considerations)

Privacy note: Please avoid sharing highly sensitive medical or personal information in your first email. All communications between parents and the school will adhere to the principles of confidentiality and privacy as required under applicable privacy legislation including the Education Act, the Municipal Freedom of Information and Protection of Privacy Act, and CDSBEO Policies and Procedures. Personal information will be handled in accordance with relevant privacy legislation. For more information, please see our Notice of Collection, Use, and Disclosure.

What to expect after you submit:

After your interaction with the Student and Family Support Office, you will receive a customer service survey to help us assess the quality and responsiveness of our service.

An acknowledgement/confirmation that your inquiry was received, including a reference number, within two business days.

We will strive to provide a response within five business days of the acknowledgement.

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