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Communication

Getting New Students

Managing Your Student Allocations: A Guide for APTs
 
As an Academic Personal Trainer (APT) at A Team Tuition, you'll receive new student allocations based on your location, availability, and subject proficiency. This guide outlines our structured process to ensure effective student matching and seamless management of your caseload.
 
1. Understanding Your Student Load
 

  • Minimum Commitment: A core condition of your employment requires a minimum commitment of four students or six hours of tutoring per week. If you need an exception to this minimum load, please seek approval from your Program Delivery Coordinator.

  • Accepting New Students: You'll only receive new student notifications when your profile is set to "accepting new students." Remember to update your profile status to stop receiving notifications once you've reached your desired student load.

  • Adjusting Your Profile: If your student numbers decrease (e.g., due to Year 12 graduates), ensure you promptly update your profile to start accepting new students again.

  • Profile Accuracy is Key: Maintain an up-to-date and accurate profile at all times. This includes your available session times, subject proficiencies, and geographical availability. For instance, if you have a permanent change to your session availability, inform your manager immediately so they can update the app accordingly. Accurate profiles prevent mismatches and scheduling conflicts.

 
2. The Student Allocation Process
 
When a potential new student is matched to you, follow these steps:

  1. Notification: You will receive a notification containing all essential student information:

    • Student's name, subject, and year level.

    • Tutoring session location (home, school, library, or online).

    • Number of sessions per week, including specific days, times, and addresses.

  2. Respond Promptly: Respond to new student notifications within 24 hours. This ensures efficient scheduling and keeps the matching process moving. (Note: A 24-hour response doesn't mean the session will begin within 24 hours.)

  3. Review Details: Carefully review all information in the notification to ensure it aligns perfectly with your current schedule and subject expertise.

  4. Ready to Go: If all details are correct and you can take on the student, click "Actions > Ready to Go" within the notification.

  5. Addressing Issues: If you identify any discrepancies (e.g., incorrect session times, a subject you don't tutor), click "Actions > I Need Help." Clearly explain the issue to Dave, the scheduling manager, to facilitate a quick resolution.

  6. Confirmation Process: After marking a session as "Ready to Go," our scheduling team will verify all details. You will then receive a final confirmation email with the confirmed session details. Do not contact the family until you receive this confirmation email, as the match remains tentative until then.

 
By keeping your profile accurate and responding promptly to allocation notifications, you contribute significantly to a smooth onboarding process, enhancing both your tutoring experience and, ultimately, the student's success. If you have any questions or require further assistance, please don't hesitate to reach out to your Program Delivery Coordinator.

Program Confirmation Email and Text

Once your tutoring sessions are finalised, the next step is the Program Confirmation Email. This email serves as your official go-ahead to begin tutoring sessions and includes all the essential details you need.
 

Program Confirmation Email

  • Details Included: The email will contain all the information available in your app, such as the session day, time, subject, and the student's name. It ensures you and the family are working from the same information, reducing any potential confusion.

  • Consistent Information: A link is provided in the email, which is the same one sent to the family. This link includes details about the program, such as the session schedule, your Program Delivery Coordinator (PDC), and the parent’s access to the STAR Training Course.

  • Additional Support Information: If the student is in a Limitless program and has other tutors, this link allows you to see who else is supporting them. This is for your awareness and helps you coordinate if needed.

  • Relevant Session Information: The email may also include specific challenges or notes shared during the sales call, such as if the student struggles with a particular topic or is transitioning from a previous tutor. This ensures you are well-prepared for the first session.

  • Green Light to Proceed: Receiving this email is your green light to commence sessions and visit the tutoring location. Be sure to check your email regularly for this confirmation.
     

Confirmation Text

After receiving the confirmation email, it's time to send the confirmation text to the parent. ​

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This process ensures you are fully prepared and informed before your first session, setting the stage for a successful tutoring experience. If you have any questions about the confirmation call, feel free to ask!

Client Interaction and Communication

Client Interaction and Communication
Building and maintaining strong relationships with our families is key to student success. As an Academic Personal Trainer (APT), your communication and interaction with clients are vital. Here’s how to ensure you're always providing an excellent experience:
 
Building Rapport and Trust

  • Establish a positive and professional connection by being approachable, respectful, and genuinely attentive to each family's needs.

  • Keep families informed by regularly updating them on their child's progress, highlighting significant achievements and discussing any areas for improvement.

 
Clear and Consistent Messaging

  • Always use clear, concise language when communicating session details, scheduling changes, or program updates.

  • Ensure all your communications are consistent and align with A Team Tuition's values and objectives.

 
Proactive Engagement & Resolution
Wherever possible, address client concerns directly to streamline communication and resolve issues efficiently. Here are common scenarios:

  • Missed Sessions: If you haven't heard back about rescheduling a missed session, send a polite reminder to discuss potential make-up dates.

  • Session Length Requests: If a family requests longer or shorter sessions, clearly explain the program's structured duration and discuss any potential adjustments only within the established program guidelines.

  • Additional Subjects: If asked to cover a subject outside your current scope, clarify which subjects you're authorized to teach. For additional needs, suggest they discuss this with their Program Delivery Coordinator (PDC).

  • Term Plans: If you don't have your student's current term plan, politely request it from the family. This ensures your tutoring remains tailored and effective.

 
Follow-Up

  • After addressing any concern, always follow up with the client to confirm their satisfaction and understanding. This proactive step helps minimize the need for PDC intervention and strengthens your relationship.

Handling Difficult Conversations

Difficult Conversations

As an Academic Personal Trainer (APT), you'll sometimes encounter situations that require difficult conversations with parents or students. These moments, while challenging, are essential for addressing concerns, realigning expectations, and ultimately ensuring the best possible support for your students' learning journey.

 

Here’s a guide to help you approach these discussions effectively and maintain strong client relationships:

  • Approach with Empathy: Start by stepping into their shoes. Understand and acknowledge their perspective and concerns. This empathetic approach builds trust and paves the way for a constructive discussion.

  • Stay Calm and Professional: Regardless of how challenging the conversation becomes, maintain a composed and professional demeanor. Your calm approach sets the tone for a respectful and productive exchange.

  • Be Prepared: Before initiating a difficult conversation, gather all relevant information and facts. This preparation enables you to provide clear explanations, address questions confidently, and support your points effectively.

  • Focus on Solutions: Shift the conversation from problems to actionable solutions. Offer practical steps to address the issues raised, and remain open to feedback and suggestions from the parent or student.

  • Set Clear Expectations: Clearly communicate any changes or expectations moving forward. This ensures everyone is on the same page and helps prevent future misunderstandings.

  • Follow-Up: After the conversation, follow up with the client to ensure that agreed-upon solutions are being implemented and their concerns have been addressed. This reinforces your commitment and strengthens the partnership.

  • Seek Support if Needed: If a conversation becomes particularly complex or sensitive, don't hesitate to seek guidance from your Program Delivery Coordinator. They can offer valuable support and help you navigate the situation effectively.

 

By applying these strategies, you can confidently manage difficult conversations, preserve positive relationships with clients, and contribute significantly to your students' success.

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Frequently Asked Questions from Families

As an Academic Personal Trainer (APT), you may encounter various questions from families during your introductory calls. Remember, these questions stem from their care for their child's education. Here’s how you can address some common inquiries:

 

 

    • Less than 6 months: "I recently joined A Team and I am working with several students in the same subjects. I'm passionate about helping students."

    • More than 6 months: "I've been with A Team for [X months/years]."

  • "I've completed A Team’s Academic Personal Training Program and am studying a degree in [subject], equipping me with advanced academic skills."

    • Great result: "I received a [score] in this subject and feel confident teaching it."

    • Unsure/lesser result: "I found this subject interesting and worked hard to understand it, which helps me relate to students facing similar challenges."

  • "I've been trained to work with students' specific learning needs and completed further training on learning difficulties."

  • "Yes, we'll start by getting to know each other and discussing goals and what they are currently working on and what is coming up. We'll also work on specific content, and I'll provide a progress report after each session."

  • "Rather than creating fixed lesson plans, sessions will be based on what your child is currently learning, always aligned with the Australian curriculum. I also have access to a resource database that I can utilize if your child doesn't have any current content to work on."

  • "I focus on understanding their interests and building rapport. I may use games to ease the mood and foster a strong relationship."

  • "I have personal experience with this subject and focus on relating it to students' interests and learning styles."

  • Engage the student by asking open-ended questions and incorporating activities aligned with their interests. Sometimes, a change of pace or a different approach can help re-engage them. Additionally, take some time to understand what is going on and see if there is something specific that is bothering the student. This understanding can help you tailor your approach to better meet their needs.

  • Familiarise yourself with the student's progress and any specific topics they'll be working on. Brush up on any areas you're less confident in using resources like Khan Academy. Ensure you're ready to jump into the session with a clear understanding of the student's needs.

  • Complete your session notes during the last 5 to 10 minutes of the session with the student. This helps recap the session and ensures the student understands the content covered. This also ensures you are paid for the session on time. 

  • The final section of your Session Notes is your comment, which go directly to parents, so ensure proper spelling, grammar, and punctuation.

    Your comments should cover:

    • What you worked on in the session.

    • What went well.

    • What the student needs to do before next week.

    • Any areas for improvement.
       

    Ultimately, you can adapt this process to fit your working style. The key is ensuring the session notes are accurate and professional, as they serve as a direct communication tool with parents. Make sure you do your session notes at the end of the session, because this is also how we know how to pay you. You don't need to put in any additional timesheets or anything like that.

    Comment Examples: 

    "Xander and I worked on his English exam preparation again today. He has been doing lots of practice in class, so we focused on improving his responses and planning out how to properly find and integrate evidence into his paragraphs. He is getting more confident with this, which is great to see! Homework is to find out when the exam is and the word count set, so we can continue to prepare and work up to a full practice essay over the next few weeks to continue to improve his approach."
     

     

    "Kane and I continued to work on his maths revision today. He has been keeping up in class and paying attention, which is great to see. He hadn't done his homework from last week, so we went through this together today and spoke about the importance of keeping up with homework to stay on top of his content. Next session, I'm hoping to see his homework completed so we can move on to some more additional study."

  • In the APT Manual, on the Home Page Hub, you can click the links to access both the Google Drive Resource Database and the Primary School Session Plans. 

  • Use the session guides as a framework but be ready to adapt based on the student's immediate needs. If they have an urgent focus, like an upcoming exam, prioritise that while still touching on other planned areas if time allows.

Internal Communication

What to Expect When Working with Your Program Support Coordinator and A Team Tuition

As an Academic Personal Trainer (APT), you will be part of a structured coaching and feedback routine designed to enhance your performance, foster growth, and strengthen our community culture. This framework is designed not only to provide ongoing, flexible support but also to challenge and grow you throughout your journey with us. The role of an APT offers tremendous opportunities for personal and professional development in areas such as teaching, communication, planning, problem-solving, coaching, and mentoring. These are core leadership skills that will give you a significant advantage in achieving your ultimate career goals, and we are proud to play a part in helping set you up for a successful and rewarding career.

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We understand that the role can sometimes feel isolating, with APTs located across the country and primarily managing and running their own student programs. This support framework is designed to address that by fostering a sense of community, connection, and continuous development, ensuring you never feel alone or stagnant in your role. With the guidance of your Program Delivery Coordinator and the support of this strategy, you’ll feel empowered, inspired, and well-prepared to achieve excellence for both your students and yourself.

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Academic Personal Trainer Development Program

Each quarter or school term follows a structured cycle to provide well-rounded support and continuous improvement. You can of course reach out to your PDC at any time, but this is the formalised structure. 

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Month 1 (Jan/Arp/Jul/Oct):

APT Online Group Meetings (30 minutes)

Month 1 of each school term features APT online group meetings to engage and inspire Academic Personal Trainers (APTs) for the new term. Facilitated by your PDC, these sessions foster collaboration, build community, and provide the tools you need to succeed. You’ll connect with APTs from across Australia, share challenges and successes, gain best practices, and participate in interactive training. Meetings also include company updates and recognition for exceptional performance. While optional, attendance is highly recommended to upskill and strengthen your network within the company.

 

Purpose: Cultivate a collaborative culture, share best practices, and build a sense of belonging for all APTs.

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Format:

  • Facilitated by your Program Delivery Coordinator (PDC).

  • Networking opportunities to share experiences, advice, and challenges with other incredibly successful APTs.

  • Topics include best practices, success stories, peer-led problem-solving, and relevant company updates.

  • Recognition for exceptional performance and milestone achievements.

  • A training component to address common challenges and introduce new strategies.


Month 2 (Feb/May/Aug/Nov):

Monthly Informal Check-In 

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Month 2 of each School Term includes an informal check-in, designed to maintain open communication and provide ongoing support. These flexible check-ins can be conducted via call, email, or text, depending on your preference, and focus on progress updates and immediate support needs.

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Purpose: Provide flexible, ongoing support between formal reviews.

 

Format:

  • A relaxed check-in based on your preferences (via call, email, or text).

  • Focus on progress updates and immediate support needs.


Month 3 (Mar/Jun/Sep/Dec):

Formal Performance Analysis and Coaching (20 minutes)

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Month 3 of each school term involves a formal one-on-one performance analysis and coaching session conducted online for convenience. Together with your PDC, you’ll review session notes, student progress, and academic data, identifying your strengths and any areas for improvement. Clear, actionable feedback will be provided to align your strategies with your students’ needs. Following the review, if needed, your PDC will send you a summary email outlining key discussion points and action items.

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Purpose: Provide detailed feedback on your individual performance and your students’ progress.

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Format:

  • Conducted via Zoom face to face for convenience and connection.

  • Review of session notes, student progress, and academic data.

  • Discussion of strengths, areas for growth, and solutions to challenges.

  • Address any concerns about student engagement or performance.

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Adhoc Support and Guidance

In addition to the quarterly development structure, ad-hoc support is available whenever you need it. If urgent issues arise, such as parent concerns or performance-related challenges, your PDC will work with you to address them quickly and effectively. You are also encouraged to reach out for guidance on student progress, session strategies, or any other queries, ensuring you always feel supported and confident.


Team Communications

Our company-wide communications platform, Zoom, serves as a central hub for collaboration, communication, and engagement among APTs and the broader team. It supports online tutoring sessions, group discussions, announcements, and peer collaborations through dedicated group chats, with real-time notifications ensuring timely responses. The platform allows the Program Delivery Team to easily connect with APTs, share updates, and provide immediate support, fostering a strong sense of community, teamwork, and shared success.

 

From team updates to school specific channels, Zoom Chat will be your go-to for all work-related communications. You’ll be able to:

    •    Post quick updates,

    •    Ask questions directly to team members, and

    •    Share files instantly—all in one organised platform.

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