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Problem Solving & FAQs

Additional Resources

Common Questions

Program FAQs

  •  Transformation Program includes five key components:

    1. Academic Personal Trainer: You, as their dedicated trainer and mentor, who believes in their child's potential.

    2. STAR Training Course: For students in Year 6 and above, a metacognitive program completed independently, recommended within the first month.

    3. Tutoring Sessions: 90-minute personalised sessions, primarily in-person but also available at school or online.

    4. Progress Reporting: Comprehensive session notes sent to families after each session, plus detailed reports with data and visual insights on student progress.

    5. Program Support Manager: An additional point of contact for families, offering support on sessions and broader parenting or educational queries.
       

  • We offer three Transformation Programs:

    • Accelerator for primary school students in maths and English

    • Advantage for one high school subject (includes STAR),

    • Limitless for two high school subjects (includes STAR).

  • No, the structure of each program cannot be modified, they are all 90 minutes in length and focus on Maths and/or English. However, you can adjust the method, content, and individualisation of your session delivery to improve outcomes for the student.

Role FAQs

 

 

  • APTs are expected to provide consistent, high-quality tutoring, maintain open communication with families, and adhere to all policies and procedures. You must also complete session notes and manage your student load effectively, including rescheduling sessions. 

  • A minimum of four students (or six hours) is a non-negotiable commitment as agreed upon as a condition of employment.

  • All A Team Tuition policies can be found in the Google Drive Resource Database. This can be accessed from the Hub Home Page of this manual. 
    Key policies include the APT Leave and Absence Policy, Rescheduling and Cancellation Policy, and the Working With Children Policy. Familiarize yourself with these to ensure compliance and effective role performance.

Session FAQs

  • 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.

  • Along with using both the Primary School Session Plans and Google Drive Resource Database, some other things you can try are: 

    • Break it Down: Divide the session into smaller segments with breaks in between. For example, have three 30-minute segments with short breaks in between each.

    • Variety of Activities:  Incorporate a variety of activities to cater to different learning styles. Use a mix of discussions, exercises, visual aids, and interactive tools.

    • Set Clear Goals: Clearly outline the goals of the session at the beginning. Knowing what to expect can help students stay focused.

    • Interactive Learning: Encourage active participation through discussions, questions, and problem-solving. Use real-life examples or case studies relevant to the subject matter.

    • Use Technology: Integrate technology tools such as interactive quizzes, educational games, or online platforms to keep the session dynamic.

    • Incorporate Real-World Examples: Relate the content to real-world scenarios. This can help students see the practical application of what they're learning.

    • Ask for Feedback: Regularly check in with your student to get feedback on the pace and content. Adjust accordingly based on their responses.

    • Use Visuals: Incorporate visuals like charts, diagrams, and mind maps to break up text-heavy information and make it more engaging.

    • Provide Challenges: Include challenges or problem-solving activities that require critical thinking. This can make the session more interesting and intellectually stimulating.

    • Relate to Personal Interests: Whenever possible, relate the content to the student's personal interests. This can make the material more relatable and engaging.

    • Use Rewards: Offer rewards for active participation and accomplishments. This can motivate students to stay engaged.You can even work with the parents to offer more exciting rewards outside of sessions (later bedtime, more screen time, etc) but please check with the parents first 

    • Encourage Movement: If possible, incorporate movement into the session. This could be a short stretch break or an activity that involves physical movement.

    • Flexibility: Be flexible with your plan. If you notice the student becoming restless or disengaged, be ready to switch gears and try a different approach.

Session Management FAQs

 

  • Notify the client as soon as possible through a phone call, followed by a text message. When possible, extend the session to ensure the full 1.5-hour duration is delivered.

  • Use the PIVOT App to select the session, tap "Actions," and choose "Reschedule." Confirm a new date and time with the student, ensuring it falls within the program’s expiry date.

  • Provide at least 24 hours' notice when possible.
    If it is not planned leave, communicate directly with the family as soon as possible and follow the rescheduling policy. Notify your Program Delivery Coordinator if you encounter any issues.

  • Submit leave requests via email to your Program Delivery Coordinator with a minimum of two weeks' notice. Also update your availability in the app by putting in a resource absence.

  • Contact the client immediately. If no response within 15 minutes, follow the rescheduling flowchart and inform your Program Delivery Coordinator. You may claim remuneration for the session if the cancellation was short notice using "Claiming Did Not Show".

  • Sessions must be rescheduled, not canceled. Canceling results in a forfeiture of the session and could lead to issues with client notifications and invoicing.

  • While you, as an Academic Personal Trainer, are primarily responsible for managing your sessions, your Program Delivery Coordinator (PDC) is there to support you with any issues or questions that arise. You are encouraged to take ownership of scheduling, rescheduling, and communicating directly with families to ensure sessions run smoothly. If you encounter challenges or need guidance, your PDC is available to provide assistance and ensure that any complex situations are handled effectively. They act as a valuable resource, helping to facilitate communication and support your role in delivering high-quality tutoring experiences.

STAR & Teachable Moments FAQs

 

  • The STAR (Strategies to Accelerate Results) Training Course is a 9-module online program designed to equip students with strategies used by top-performing students.

  • Identify opportunities during sessions to apply strategies from the STAR training course to support the student. Report these moments in your session notes.

Communication FAQs

 

  • You will receive a notification with all the necessary details about the new student, including their name, subject, session location, and schedule. Ensure your profile is up-to-date to receive accurate allocations.

  • Maintain clear and consistent communication with families regarding session times, locations, and any changes. Always confirm details in advance and provide updates as needed.

  • Approach difficult conversations with empathy and professionalism. Listen actively to the client's concerns, provide clear explanations, and work collaboratively to find solutions. If needed, seek guidance from your Program Delivery Coordinator.
    A list of how to answer some challenging questions can be found in the Communications section of the manual. 

  • Don’t hesitate to reach out to your Program Delivery Coordinator with any questions or issues. They are there to support you and help ensure your success in your role.

Safety and Compliance FAQs

 

 

 

  • Contact your Program Delivery Coordinator immediately. They will address the situation professionally and ensure your safety.

  • Yes, a supervising adult must be present during sessions to ensure child safety.

  • If you have concerns about a student's safety, notify your Program Delivery Coordinator immediately and document the concern in the 'Notes to PDC' section of your session notes. This ensures the issue is legally recorded and addressed according to our Child Youth Risk Management Strategy.

  • Yes, you are prohibited from engaging with students on social media and must not share personal views or encourage social media use. Maintain professional boundaries at all times.

  •  Inform ATTA immediately if a client requests private working arrangements, as engaging in such work violates your Employment Contract. Maintain transparency with ATTA to ensure compliance.

  • No, you are not covered by insurance for transporting students, and it is outside the scope of your role. Politely decline and inform the family that this is against ATTA policy.

Program Completion and Renewal FAQs

 

  • We automatically reserve each family's spot in the next program, with the goal of keeping you, their current APT, assigned whenever possible. Your Program Delivery Coordinator (PDC) will provide the family with a summary of the results you've helped their child achieve, along with a plan for the goals in their next program. The family can then confirm their enrolment, select their program length, and choose a payment plan.

  • Use the Pivot 2.0 Website to check the 'Student List' for remaining hours and expiry dates. Ensure all sessions are completed by the package expiry.

  • Reschedule it to the end of the term or current package and inform your manager to help add a new session as needed.

Resignations and Transfers FAQs

 

  • Provide written notice to your Program Delivery Coordinator with at least two weeks' notice. Complete all outstanding responsibilities and participate in an exit interview. Please refer to the Tutoring Program Delivery Policy and your contract. 

  • Transfers can occur due to resignations, schedule changes, or requests from APTs or families. All transfers require approval, and your PDC will facilitate communication with all parties involved.

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: Utilize 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 Document on the Resource Database 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.

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