How do I reschedule a regular session?

Open the PIVOT App, tap your Service Appointment, select Actions, and choose Reschedule. Confirm the new date and time directly with the family, ensuring the replacement session falls before the program’s package expiry date.

What should I do if I need to reschedule at the last minute?

Always aim to provide at least 24 hours' notice whenever possible. If an emergency or unplanned absence occurs, communicate directly with the family as soon as possible and follow the standard rescheduling policy. Contact your Program Delivery Coordinator (PDC) if you encounter any friction.

What should I do if a session needs rescheduling near the program's expiry date?

Reschedule the session to the end of the current term or package period. Notify your PDC so they can assist with adding or adjusting sessions as needed.

Can I cancel a session instead of rescheduling?

No. Sessions should always be rescheduled rather than canceled. Canceling forfeits the session hour, disrupts the student's academic momentum, and creates invoicing and notification errors with the family.

How do I request leave as an APT?

Submit your formal leave request via email to your Program Delivery Coordinator with a minimum of two weeks' notice. Once authorised, you must also update your availability in the PIVOT App by logging a Resource Absence.

Pivot | APT Handbook

Pivot

PIVOT App: Operational Workflow Overview

Real Time Session Tracking: PIVOT serves as the central hub for logging active sessions. APTs must check that appointments are marked Dispatched 🔵 before starting, log Start Work at the session onset, and complete a detailed Progress Report via Stop Work to ensure accurate session tracking and prompt pay processing.
Schedule Adjustments and Cancellations: All schedule modifications—whether rescheduling a single makeup session, shifting recurring appointments, or logging cancellations; are managed directly under appointment Actions. For no-shows, APTs must use the Claim Did Not Show (CDNS) feature to guarantee pay for their time.
Online Session Generation: When in-person sessions cannot occur, APTs can generate integrated Zoom meeting links through the app, which automatically dispatches reminders to families.
Onboarding and Availability Management: New student assignments arrive via app notifications, allowing APTs to review details and either accept (Ready to Go) or flag scheduling conflicts. Pre-approved time off must be logged under Resource Absence in the profile tab to keep schedule metrics accurate.
Troubleshooting and System Recovery: Common sync or transfer errors can be resolved directly in app settings via Data Sync or Clear Cached MetaData without losing entered information, with the web-based version serving as a reliable fallback.

Use your instant access to our complete step-by-step PIVOT Master Guide now.

🎥 The Walkthrough (Recommend viewing in full screen)

To see this high performance interface in action and feel the fluid nature of the platform, watch our 50 second screen walkthrough to your right.

🗓️ The Schedule Hub: This is where your strategy takes shape. Tapping on any individual appointment instantly unlocks the critical intelligence you need to prepare: your student’s name, their specific subject focus, and location details. It confirms you walk into every session fully briefed and ready to lead.

🔔 The Notifications Feed: This is your cultural and operational lifeline. It centralises instant scheduling adjustments, platform enhancements, and critical updates directly from your PDC. As we calibrated in our earlier phase, validating your push notifications are active is vital. Think of this feed as your morning briefing, check it regularly to stay fluid, responsive, and perfectly aligned.

👤 The Profile Hub: This is your personal portfolio, it houses your credentials, contact details, and background information. This hub is also where you command your boundaries. It displays your availability, contact hours, and calendar blockouts; allowing you to protect your personal time while maximising your professional impact.

⚙️ The Settings Suite: Consider this your backend control panel. While Pivot is designed to run seamlessly automatically, this tab is your go-to for minor calibrations, data refreshes, or syncing your preferred email clients.

How to Navigate your Dashboard

A Student Progress Report is a collaborative reflection completed with the student at the end of every session to establish a shared mission.

Phase 1: The Holistic Pulse Check: Log the session topic and conduct a collaborative 0–5 evaluation across 5 proficiency categories:

Confidence: Ask: "On a scale of 0 to 5, how much do you believe in your ability to tackle this on your own tomorrow?" (5 = can comfortably teach a peer).
Engagement and Self Regulation: Ask: "Out of 10, what was your effort level today?" Use gentle candour for distractions or uplift them if they are too self-critical.
Core Frameworks: Follow the same evidence-backed dialogue for Subject Knowledge, Critical Thinking, and Metacognitive Skills.

Phase 2: The Session Blueprint: Check the relevant terrain covered (example: assessment prep vs. immediate homework). This data provides PDCs and parents with high level visibility to ensure you are proactively building exam foundations rather than just putting out weekly fires.

Phase 3: The Weekly Mission: Assign a targeted, strategic task to build sustainable habits:

Primary (Foundation): Set 5 gap bridging questions or personalised spelling lists tied to their hobbies/interests.
Senior (Deconstructing Load): Break down large tasks (example: draft the next 2 body paragraphs, gather 10 themed quotes, or complete a targeted algebra quiz under a soft deadline).

Phase 4: Teachable Moments: Mark and celebrate lightbulb moments or mindset shifts in the app to highlight table-side breakthroughs to the family.

Phase 5: The Narrative of Transformation: Write a parent facing summary using a punchy, 3-step technical sequence:

Technical Actions: What was discussed and completed.
Teachable Moment: The cognitive friction point identified and how you shifted it using the STAR framework.
Weekly Plan: The exact mission set and the academic rationale behind it.

Primary Example: Annija worked on mainly doing math plus some additional homework. She requested to review probability as she was curious after learning some content in class today. We looked at tree diagrams which is definitely advanced for her level but regardless she understood everything, attempted questions independently and feels confident in being able to explain the process to someone else. She also requested to focus on multiplication of 3x2, 4x2 and 3x3 and only got maybe 2-3 questions wrong. She is doing a great job knowing her times tables off by heart which is brilliant. She then did some work on her space homework which was just answering a single question. Good job as always today!

Student Progress Reports

Phase 6: Flag with PDC (Private Hotline): Use the private PDC flag (never visible to parents) to report:

Hurdles: Minor behavioural shifts, motivation dips, or family dynamic friction. (For urgent or major issues on the road, call or SMS your PDC directly rather than waiting for the report.)
Wins: Major breakthroughs and successes worth celebrating.

Phase 7: The AI Grade Predictor: Session data feeds into an intelligence engine that projects an academic trajectory based on current consistency. It reflects where the student is tracking today if performance and frequency remain unchanged.

High Trajectory: Validate momentum and solidify their "A-Student identity."
Lower Trajectory: Frame it with parents as a mirror of current data, not a fixed destiny.
Script: "The tracker shows that based on our current data profile, we are performing at a B level. My goal is to use this exact insight to isolate the variables we need to shift to break through this plateau and move our trajectory firmly into the A range."

Rescheduling and Communication Standards

Active Momentum Protection: Cancellations must be treated as strategic pivots rather than administrative pauses.
Valid Reasons: Sickness, exams/compulsory classes, specialist appointments, and severe weather.
Rescheduling Target: Aim to reschedule within the same calendar week. If impossible, recover and complete the session before the program's official expiry date.
Parental Contact Standard: Updating Pivot is mandatory, but you must also text or call the parent/carer directly whenever initiating a schedule change.
System Logging: Select the true root cause in Pivot under APT, Student/School, or A Team Management to update schedule statuses instantly.

The Did Not Show (DNS) Protocol: When a student fails to appear without prior warning, or changes plans at the absolute last minute, the protocol transitions from a standard cancellation to a Did Not Show (DNS) event.

The 20 Minute Protocol:
1. Knock and Wait: Knock firmly, wait 5 - 10 minutes, then knock a second time.
2. Connection Call: If there is still no response after 5 minutes, call the family immediately.
3. On-the-Spot Cancel: If the family answers and indicates they cannot attend, mark the session in Pivot as Cancelled by Student/APT.
4. Unanswered / No-Show: If unreachable, transition to a Did Not Show (DNS) event. You will be fully compensated, and the time is deducted from the family's balance (framed as an intentional investment in your reserved time, not a penalty).
5. Required Notes: Claiming a DNS draws down prepaid client hours, making detailed accountability notes in Pivot strictly mandatory.

The 24 Hour Late Cancellation Escalation: A Claiming Did Not Show event applies to any cancellation made within 24 hours of the start time:

Incident 1 (Professional Grace): For a first-time occurrence due to illness, extend grace, reschedule the session, and gently re-align expectations using the policy script (24-hour structural notice).
Incident 2+ (Program Claim): Subsequent late cancellations or no-shows are logged in Pivot as a Did Not Show. The session is deducted from their balance, you are compensated, and no makeup session is required.
PDC Support: Your PDC will step in post-session to handle any uncomfortable conversations, re-align the family with our commitment standards, and safeguard your working relationship.

Severe Weather Protocol

If hazardous driving conditions occur (heavy rainfall, flash flooding, active storm warnings), prioritise safety and reschedule.
Contact the family immediately to inform them and lock in a replacement makeup window on the spot to protect student momentum.

Cancellation and No-Show Protocol Overview

Maintaining a flawless, high prestige momentum requires an adaptive approach to scheduling. While consistency at the table is our absolute priority, we understand that calendars shift. Pivot gives you complete, real time command over your timetable, allowing you to re-architect appointments instantly without missing a beat or dropping your professional standard.

🔄 Shifting the Timeline: Step-by-Step Flow

When a family requests a shift, or when you need to align a makeup session within the calendar week, execute this intuitive flow to update the system in live time:

Step 1: Navigate to your active calendar dashboard, select your current student's profile, and tap the 'Actions' tab. From the drop-down options, select 'Reschedule Appointment(s).'
Step 2: Select the specific Service Appointment block that you want to move.
Step 3: The app will prompt you to make a strategic choice based on the family's needs:
- Option A: Reschedule only the single, isolated appointment you selected.
- Option B: Reschedule the entire future series of recurring appointments to establish a brand new weekly routine.
Step 4: Both pathways will seamlessly transition you to the calibration screen. Here, specify the exact new date, day of the week, and start time for the rescheduled performance window

🏁 Securing Confirmation

Once you finalise the flow, a live system notification will flash on your screen to confirm the shift was successful.

To double check your work and ensure your calendar matrix is immaculate, you can review the updated timeline under the student's Work Order Line Items. The update is instant, completely transparent, and immediately visible to your PDC, ensuring our entire team has your back on the road.

Rescheduling Appointments

At A Team, we empower you to take complete ownership of your time. Inputting your operating hours into Pivot is how you define your boundaries, protect your personal life, and strategically broadcast exactly when you are ready to step out onto the field and transform lives. By keeping this matrix up to date, you completely eliminate scheduling friction, avoid double bookings, and ensure that your sessions fit seamlessly into a lifestyle that keeps you energised and inspired.

📋 The Precision Standard: When configuring your availability, accuracy isn't just about data, it's about reliability. The new automated scheduling system relies entirely on your input to pair you with the perfect students. If you are only available on specific afternoons, or if university lectures lock out certain chunks of your morning, your Pivot settings must mirror that reality down to the exact minute.

🎯 How the System Automates Your Impact: Once your hours are live in Pivot, they are immediately visible to the Management Team. If your operating hours perfectly match an incoming student's requested availability, the system will automatically book that student into your time slot. This means new impact and new income, flows into your calendar effortlessly.

🛑 The Responsibility Directive: Because our scheduling architecture runs at such a high, automated velocity, keeping your availability immaculate is a strict, non-negotiable professional requirement of your role.

The Live Update Standard: You must update the system the absolute second you experience a shift in your regular weekly routine. If your university timetable changes or your personal commitments shift, update Pivot immediately, otherwise, the system will continue to book students into those slots under the assumption that you are free.
Radical Ownership: Your operating hours are 100% your responsibility. If you forget to update your settings and a student is booked during a time you cannot attend, it becomes your sole responsibility to contact that family, handle the scheduling friction, and manually arrange a new time. Consider this an ongoing, vital obligation of your residency.

🔄 Updating Your Availability: Step-by-Step Flow

When you need to adjust your weekly parameters, the system makes it incredibly simple to recalibrate. Just follow this quick flow:

Access the Terminal: Open any active tutoring appointment on your dashboard.
Trigger the Action: Tap the 'Actions' button and select 'Update Availability.'
Isolate the Day: Select the specific day of the week you wish to alter.
Calibrate the Window: Select the exact start and end hours you are available for that specific day.
Expand or Conclude: From here, you can either select another day to update or close out the flow to save your new operational matrix.

Operating Hours

At A Team Tuition, we manage leave with a communication first mindset. Because structural consistency is the number one driver of student results, we plan our absences with clinical precision to verify no student is left behind.

As an APT, you are a direct reflection of what academic success looks like. We expect you to manage your university assessments, tutorials, and exam study around your commitments at our tables. Showing a student firsthand how you beautifully balance a professional role with advanced level study is one of the most powerful hidden lessons you can ever teach them.

Our intention is to be consistent. We understand that over the course of the year, life happens, university timetables change, holidays come up, and important celebrations occur. We are here to support you as a valued team member, and that starts with clear, proactive boundaries and open communication.

📋 The One-Off Absence Protocol (Holidays and Commitments)

For one off absences, such as a scheduled holiday, a major celebration, or a university clash, you must follow our elite approval sequence before altering your calendar.

🔄 The Step-by-Step Approval Flow

Step 1: The Proactive Check-In Before adding anything into your Pivot app, send an email or an SMS to your Program Delivery Coordinator (PDC) outlining your proposed dates and a brief reason for the leave.
Step 2: The Trajectory Review Your PDC will carefully review your request against your active student transformation goals to ensure their momentum isn't compromised.
Step 3: The Pivot Update Once your leave is approved, your PDC will reach out and remind you to log your unavailability into the Pivot app.

⚖️ Balancing the Academic Horizon

Anticipating Windows: If you see a major commitment coming up on the horizon, like an end-of-semester exam block that hasn't been officially scheduled yet, but you know the general window, that is the exact time to align with your PDC. Don't wait until the last minute.
The Rescheduling Standard: To protect our families' routines, we generally only approve reschedules for direct, unresolvable time clashes. A top-tier APT knows how to masterfully balance both worlds without letting their table momentum drop.

By keeping your availability immaculate and communicating early, you protect your professional reputation, support your team, and ensure your students stay entirely on track for a winning term.

Submitting Leave

On Pivot, minor friction points are flagged instantly at the very top of your dashboard via a clear alert banner: "UPLOAD ERROR – VIEW".

Clearing a data clash takes less than ten seconds. If an alert banner appears on your workspace, follow these swift resolution steps:

Diagnose the Friction: Tap directly on the error banner. The platform will instantly reveal the specific conflict, usually a minor time clash or a momentary network timeout.
Clear the Workspace: As demonstrated in the walkthrough below, simply select Undo (or Delete if you are operating on an Android device). This clears the blocked data and gives you a fresh canvas.
Initiate a Data Sync: This page is also your manual refresh station. With one tap, you can initiate a manual data sync to instantly pull the latest cloud updates from Head Office and verify that your workspace is entirely clear.
Re-Submit: Once the conflict is removed or the time clash is adjusted, re-submit your update or session block. The data will now glide smoothly through the network.

Pivot is designed to run seamlessly, but you are never expected to solve complex tech hurdles alone. If you encounter a persistent data error that won't clear, or if you have any questions about your system's calibration, escalate it to your PDC immediately.

Platform Calibration and Error Resolution

When a new student aligns with your expertise, your dashboard acts as your intelligence briefing. Before you ever step foot inside a family's home, Pivot aggregates every piece of data you need to map out a transformative strategy.

Mastering how to navigate these updates ensures you remain perfectly agile, responsive, and completely prepared from the moment a student enters your orbit.

Finding Appointments

Tapping any session inside your Schedule Hub instantly reveals your briefing sheet. Here, you have immediate access to your critical operational data:

The student’s name, school, and academic focus area.
The primary client contact details and session address.
The total allocated hours designed for the program.

Understanding Status Codes: The Pre-Launch Phase

Occasionally, you will spot a session in your calendar labeled "Scheduled, 🔶 Not Confirmed".

💡 The Standard: This indicates that our Head Office team is currently creating the final alignment with the family. Consider this your early access look. At this stage, please hold off on contacting the client. The data is there exclusively for you to review the student's profile and begin weaving your initial strategy in the background.

The moment the final alignment is secured by our team, your mobile device will receive an immediate flash briefing: "YOU HAVE A NEW CLIENT!" On your dashboard, the status will instantly shift to a crisp, blue "Dispatched, 🔷 Confirmed".

Your Professional Response

We pride ourselves on responsive, world class execution. Within 24 hours of receiving this notification, open the alert under your Notifications Feed, tap Actions, and select one of two professional paths:

🟢 Ready to Go: Select this to signal to your PDC and support team that you have reviewed the briefing, checked your calendar, and are fully locked in for the mission.
🔴 I Need Help: Select this instantly if an unexpected calendar clash or location barrier arises. This signals our team to step in and support you immediately.

Note: While you are now fully confirmed in the system, please hold on making your initial welcome phone call to the family until you receive your official A Team confirmation email blueprint.

Work Orders

To view the broader architectural scope of your student’s program beyond just today’s session, you will look at the Work Order. Think of the Work Order as the macro-contract for the student’s academic transformation.

What it Houses: The total term framework, the specific expiration dates of the program, and overall delivery guidelines.
How to Access It: Inside any individual session screen, simply scroll down and tap the linked Work Order.
Tracking Your Impact: Inside the Work Order details, look for the "Family Account Hours Remaining" metric. Checking this field weekly allows you to track exactly how much runway you have left in the student's current program, helping you pace your strategy perfectly across the school term.

Accepting Students and Work Orders

Pivot Training Course

CLICK HERE TO ACCESS

Frequently asked questions

📅 Scheduling Rescheduling and Leave

🛠 Troubleshooting and App Management

🚨 No-Shows and Student Allocations

📝 Session Notes and Payroll

Technical Difficulties

Common App Issues

Sync Errors: Problems in syncing data can prevent session notes from being updated or visible.
Session Completion Notifications: Receiving notifications about incomplete sessions despite marking them as complete.
Payment Discrepancies: Not receiving payment due to session notes not being processed correctly.

Strategies for Managing App Issues

Troubleshooting Sync Errors
- Data Sync: Utilise the "Data Sync" feature in the app settings to resolve syncing issues. This ensures that all data is up-to-date and correctly reflected in the system.
- Check for Errors: Regularly check for any upload or sync errors. Tap to resolve or undo these as prompted to ensure session notes are processed correctly.
Ensuring Session Completion
- Start and Stop Work: Make sure to hit 'Start Work' and 'Stop Work' for each session. This marks the session as complete and ensures it is recorded in the system.
- Verify Completion: Check that the appointment is marked as 'Completed' in your schedule, with a visible green tick, to confirm that it has been processed.
Addressing Payment Discrepancies
- Resolve Errors: If you have not been paid for a session marked as 'Completed,' it may be due to an error blocking it from the payroll system. Go back into the app to resolve any errors.
- Reschedule or Cancel: If sessions didn't take place, reschedule them through the app. Avoid leaving sessions as 'Dispatched' for longer than a week to prevent disruptions in follow-ups and invoicing.
Additional Support
- FAQs and Resources: Refer to the FAQs above, Pivot training course and Pivot 2.0 Website for further guidance on resolving app issues.
- If issues persist, contact your Program Delivery Coordinator for assistance. They can provide additional support and help troubleshoot complex problems.

By following these strategies, you can effectively manage app issues, ensuring that sessions are recorded accurately, payments are processed correctly, and the tutoring experience remains smooth and efficient.