Program Management

Tutoring Program Delivery Policy

This Tutoring Program Delivery Policy outlines the essential guidelines and expectations for all Academic Personal Trainers (APTs) and management responsible for delivering A Team Tuition Australia's (ATTA) programs. Our core mission is to provide transformative tutoring that boosts student confidence, motivation, and grades. This policy ensures every program element is delivered consistently and to the highest standard, guaranteeing optimal outcomes for our students.

Click here to download the Tutoring Program Delivery Policy

Modification Policies

A Team Tuition's tutoring programs are designed to achieve specific student outcomes, and thus, certain modifications are restricted to maintain the integrity of these programs. Please refer to the Tutoring Program Delivery Policy for a more comprehensive guide to programs.

Permitted Modifications:

Tutoring technique and individual session plans.
Subject content being taught to better suit the student's needs.
Rescheduling sessions to an alternative day or week within the program length.
Reschedule or Make-Up Sessions
Amendments to session delivery method (e.g., moving a session online due to illness).

Prohibited Modifications:

Changing program session length
Adding extra sessions beyond the program scope.
Permanent changes to session location or transferring students to another APT.
Program session length changes
Program subjects regardless of APT competency in newly requested subjects
Program expiry dates

If a family requests any prohibited modifications, inform them that these changes require approval from their Program Delivery Coordinator.

Scheduling and Rescheduling

Rescheduling
Scheduling and rescheduling sessions are crucial for maintaining consistency and meeting program requirements. Please note that any changes to session times must follow the rescheduling policy and should not be changed on a regular basis without contacting your Program Delivery Coordinator.

There are a few different situations where rescheduling is necessary. As you can see in the Decision Matrix, there are different steps that should be followed for each one that are detailed below.

1. Planned Absences (Tutor)
Procedure for Planned Leave:

Notify your PDC via email at least a few weeks in advance.
Update your availability in the app calendar.
Work with families to reschedule sessions, ideally moving them from one day to another.

2. Unplanned Absences (Tutor)

Provide a minimum of 24 hours' notice if unable to attend a session.
Procedure for Last-Minute Absences:

Contact the family immediately.
Send a clear, cohesive message to avoid back-and-forth communication.
Example: "Hi [Parent's Name], this is [Your Name]. Unfortunately, I’m unwell and unable to attend the session tomorrow (or there has been a family emergency). I’d like to reschedule the session. Here are my available times: [List Options]. Please let me know which time works best for you."
Follow up to ensure they’ve seen your message if there’s no response before the session.
Reschedule Session
- If the family responds positively, confirm the new session time and update it in the app.
- If they delay rescheduling, follow up at the next session or escalate to your PDC if they are unresponsive despite your efforts. Give it one week before escalating your PDC.

3. Family-Initiated Rescheduling

With More than 24 Hours’ Notice:
- Work with the family to find a mutually convenient time.
- Reschedule session in the app.

With Less than 24 Hours’ Notice:
- First-Time or Genuine Reasons (e.g., sickness):
  - Reschedule without penalty.
  - If the family cancels less than 24hrs before the session, but it is their first offence, and you had not started driving to their house yet. I would then send them a text as below:
    - Text Template - "Hi ____, I hope everything is okay. No problem cancelling the session, however I did want to remind you of our 24hr cancellation policy. As this is the first time you have cancelled I am happy to just reschedule the session with you in good faith but please note that the session will be claimed in future if cancelations are with less than 24hrs notice."
- Repeated Last-Minute Changes or Weaker Reasons:
  - Inform the family you are marking the session as "Claiming Did Not Show", and provide as much detail as possible.
  - Explain that the session will still be deducted from their package.
  - If the family cancels with less than 24hrs notice and has previously been reminded of the policy, or they cancel when you have driven to the session already (as above). I would then follow up with a text as below:
    - Text Template - Claiming Did Not Show: TEXT TEMPLATE: "Hi ___, I hope everything is okay, No problem cancelling the session, however I did want to let you know that the session will be claimed as less than 24hrs notice was provided. Looking forward to seeing you next week."

4. No-Show by the Family

If you arrive at the session and no one is home or they’ve forgotten:
Mark the session as "Claiming Did Not Show" in the app and provide as much detail as possible.
This will notify your PDC
If the family cancels with less than 24hrs notice and has previously been reminded of the policy, or they cancel when you have driven to the session already (as above). I would then follow up with a text as below:
- Text Template - Claiming Did Not Show: TEXT TEMPLATE: "Hi ___, I hope everything is okay, No problem cancelling the session, however I did want to let you know that the session will be claimed as less than 24hrs notice was provided. Looking forward to seeing you next week."

5. Session Cancellation (Family Request):

If a family opts to cancel instead of rescheduling, clarify that:
The session will not be made up later (that would be a rescheduling)
It will be removed from the system and removed from their program with no refund.
When a family wants to reschedule or cancel an appointment, it's crucial to handle the situation gracefully and maintain open communication.
- Text Template - "Hi ____, I hope everything is okay. No worries at all about not having the session today. Just a heads-up, if you decide to cancel, it will result in forfeiture of the session. However, if you prefer to reschedule, I can definitely accommodate that. Since you've already paid for these sessions, I want to make sure [Insert Student’s Name] continues to receive consistent support. Is there another day this week that works better for you to reschedule the session to?"

Handling Rescheduling Challenges and Communication

Managing session rescheduling can sometimes be challenging, especially when a student is reluctant to find a new time. It's essential to handle these situations with understanding and clear communication to ensure that the student continues to receive the support they need.

When a Student Does Not Want to Reschedule

If a student is unwilling to reschedule a session, it can be frustrating. In these cases, reaching out to the parent is often the best approach. It's important to remind them of the benefits of the sessions and the importance of continuity in their child's learning journey.

Suggested Communication:

Text Template: "Hi___, I hope you are well. I am just reaching out as we have [Insert Hours] to book in from [Insert reason, e.g., cancellation from when the child was sick]. I wanted to remind you that you have paid for the session and if not rescheduled, the hours will expire on [insert expiry date]. We could use this session to [INSERT]. I am available for the session [Insert your availability]. Please let me know when you would like to book in the session."
Follow-Up Protocol: If you are waiting to hear back from a family about when a session can be rescheduled, you may only wait until midnight on Sunday of that same week. If you don’t hear from them by then, you must reschedule it to the end of their term or their current package to be made up at a later date. Let your manager know if this happens so they can help you add in a new session as needed.

Rescheduling in the App Steps:

Confirm the new date and time, ensuring it suits both you and the student.
Open the app and navigate to scheduled sessions.
Select the session to be changed, tap on "actions," and choose 'Reschedule.'

Your Responsibility

Your Responsibility in Scheduling and Session Planning
As an Academic Personal Trainer (APT), being proactive and accountable in managing your schedule is crucial for maintaining a smooth tutoring experience for your students. Here are some guidelines to help you effectively communicate and resolve scheduling issues:

Proactive Communication

Stay Informed and Organized:
- Regularly review your schedule and upcoming sessions to ensure you are aware of your commitments. Use calendar tools or the ATTA App to keep track of your sessions, holidays, and availability.
Collaborate with Families:
- It is your responsibility to collaborate with your families to ensure that sessions you are unable to attend are rescheduled. Open communication helps maintain a positive relationship and ensures the student's learning is not disrupted.
Communicate Early:
- If you identify a scheduling conflict, such as a session booked while you are on holiday or unavailable, communicate with the client as soon as possible. Early communication allows for smoother rescheduling and maintains trust with the client.
Use Clear and Professional Language:
- When discussing scheduling issues with clients, use clear and professional language. Explain the situation and propose alternative solutions that accommodate both your schedule and the client's needs.

Resolving Scheduling Conflicts

Session Booked During a Holiday:
- If you have a session booked while you are on holiday, contact the client well in advance to discuss rescheduling options. Offer alternative dates and times that fit within the program's duration.
Uncertainty About Session Timing:
- If you are unsure whether you have a session on a particular day, double-check your schedule in the ATTA App or your calendar. If needed, confirm with the client to avoid any miscommunication.
Unavailable on a Scheduled Day:
- If you find that you are not available on a day a session has been booked, reach out to the client promptly. Explain the situation and work together to find a suitable rescheduling option.

Rescheduling Timeline

If a rescheduling is needed, you have 7 days to find a suitable time with the client and reschedule the session. Use the ATTA App to ensure the session is rescheduled at a date and time that falls within the program’s expiry date.
If a session is not rescheduled properly, it may result in forfeiture, and an email notification will be sent to the client.

Escalation Process

If you are unable to negotiate a suitable rescheduled time with the client within the 7 days, escalate the issue to your Program Delivery Coordinator for support in the rescheduling process. They can provide additional assistance and help find a resolution that works for all parties involved.

Planning for Sessions

Prepare in Advance:
- Plan your sessions in advance to ensure you are ready to deliver quality tutoring. Have a clear agenda and materials prepared, and confirm session details with the client beforehand.
Flexibility and Adaptability:
- Be flexible and adaptable in your planning to accommodate any last-minute changes or requests from the client. This demonstrates your commitment to their needs and enhances the tutoring experience.
Engage with the Program Delivery Coordinator:
- If you encounter persistent scheduling issues, engage with your Program Delivery Coordinator for guidance and support. They can assist in finding solutions and ensuring that your sessions run smoothly.

By taking accountability for your schedule and actively communicating with clients, you can prevent scheduling conflicts and ensure a positive tutoring experience for your students. Your proactive approach and commitment to resolving issues demonstrate professionalism and dedication to your role as an APT.

The Role of Program Delivery Coordinators

The Program Delivery Coordinator is a crucial full-time role within A Team Tuition's Service Delivery Department, reporting to the Service Delivery Manager. This position is central to ensuring our tutoring programs achieve their intended outcomes by fostering strong relationships with both our client families and our Academic Personal Trainers (APTs). Coordinators are responsible for managing a portfolio of families and APTs, proactively resolving issues, driving client satisfaction, and supporting APT tenure, all of which directly contribute to our core KPIs: Client Program Retention, Client Lifetime Value, and Academic Personal Trainer Average Tenure and Retention.

View the Program Delivery Coordinator job description.

How Your Program Delivery Coordinator Supports You in Rescheduling Sessions
Guidance and Support:

Your PDC provides you with guidance on the correct procedures for rescheduling sessions, ensuring that you comply with the program's policies.
They are there to support you if you encounter challenges in rescheduling, helping you navigate complex situations and find suitable solutions.

Approval of Changes:

If you need to make significant changes to the scheduled sessions that fall outside the standard rescheduling policy, your PDC is responsible for approving these changes to ensure they align with the program delivery objectives.
They assess requests for exceptions to the rescheduling policy and provide necessary approvals or alternative solutions.

Communication Facilitation:

Your PDC acts as a liaison between you and the families when rescheduling issues arise, facilitating clear and effective communication to resolve any misunderstandings or conflicts.
They ensure that all parties are informed of any changes to the schedule and understand the implications of these changes on the program's delivery.

Escalation and Resolution:

If you are unable to reschedule sessions within the required timeframe, your PDC will step in to assist in finding a suitable resolution.
They work collaboratively with you and the families to ensure that all sessions are completed within the program's duration, preventing any potential forfeiture of sessions.

Monitoring and Compliance:

Your PDC monitors adherence to the rescheduling policy, ensuring that you follow the correct procedures and maintain the program's standards.
They provide feedback and training to help you improve your understanding and implementation of rescheduling policies, enhancing your overall program delivery.

By leveraging the support of your Program Delivery Coordinator, you can handle rescheduling processes efficiently and effectively, maintaining the quality and continuity of A Team Tuition's tutoring programs.

Program Completion

Ensuring Completion

Ensuring that all sessions in a program are completed by the expiry date is crucial for maximising the benefits of the tutoring program. As an Academic Personal Trainer (APT), it is your responsibility to manage your schedule and track the progress of your students to ensure program completion.

Importance of Completing All Sessions

Timely Completion: Completing all sessions by the program's expiry date is essential for meeting the educational goals set for your students. This ensures that they receive the full benefit of the program and achieve the desired outcomes.
Tracking Progress: Regularly monitor the number of hours your students have left in their package. This helps you plan sessions effectively and ensures that no hours are left unused.
Track Upcoming Sessions: You can see all scheduled sessions with each student in the PIVOT app or by clicking the link in the Session Summary that you are sent after each session.

Using the Pivot 2.0 Website

Accessing Student Information: To check how many hours your students have left, log into the Pivot 2.0 website. You can access it through A Team's website (www.ateamtuition.com) by finding the 'Tutor Login' at the bottom of the page.
Student List Overview: On the Pivot 2.0 homepage, you'll find a table titled 'Student List.' This table displays the student name, number of hours left, the expiry date for those hours, and any hours that need to be booked in to ensure the package is completed on time.
Interpreting Data: In the 'Student List,' ensure the column titled "Family Hours to Book in" equals zero. A positive number indicates extra hours that need to be booked to complete the package, while a negative number suggests that completing all booked sessions will exceed the hours paid for by the family.

Support and Resources

If you require further help, feel free to reach out for support. Your proactive approach in managing session completion is vital for maintaining the quality and effectiveness of the tutoring program.

By diligently tracking and managing your students' hours, you ensure that all sessions are completed within the program's timeframe, maximising the educational impact and satisfaction for both students and their families.

Student Program Report

This example of a Student Program Report provides a summary of a students engagement and development throughout their A Team Tuition tutoring program.

This report details observed changes in their confidence, motivation, and academic skills development. It also outlines the weekly focus areas of their tutoring sessions, which included support with homework, assignments, exam preparation, addressing knowledge gaps, and proactive study. This document aims to provide a clear overview of their progress and the areas covered during the program.

Renewals - Everything You Need To Know

Renewals are a key part of your student’s journey, and yours too. Our goal is always to continue momentum, deepen transformation, and keep you working with the students and families you’ve already built a strong relationship with.
Here’s how it works:

1. Progress Audit at 80% Completion
When a student reaches 80% completion of their current program, our internal team will complete a full account audit. This includes generating a Student Progress Report (see summary below and an example report) to give the family a clear picture of their child’s progress.
At this point, your Program Delivery Coordinator (PDC) will reach out to the family to:

Share the child’s progress, achievements, and transformation so far
Gather feedback from the parent and student
Discuss future goals, aspirations, and areas of focus for the next program

What’s in the Student Progress Report?
This professionally designed report includes:

A summary of your student’s Grade Predictor trend over time
Insights into their progress across key domains: Confidence & Mindset, Knowledge & Understanding, Learning Strategies, and Application & Critical Thinking
A clear explanation of how their tutoring has supported real academic improvement
A snapshot of their weekly progress highlights
A customised recommendation for next steps based on their learning journey

This report helps parents see the real transformation happening week by week, not just test results.

2. Program Setup & Dispatch
After the renewal conversation, your PDC will:

Confirm the family’s enrolment in their next program
Set up the new tutoring package and scheduling preferences
Dispatch your sessions for the renewed program directly to your calendar

Our goal is always to keep you assigned to the student wherever possible, ensuring continuity and a strong ongoing relationship.

3. Collaborate With Your Program Delivery Coordinator
We strongly encourage you to collaborate with your PDC in advance of program renewals. You know the student best and therefore your insights are vital.
Provide your PDC with:

Specific highlights and wins from recent sessions
Any remaining growth areas or learning goals
Recommendations for focus areas in the next program

This will help your PDC craft a compelling and personalised conversation with the family, one that inspires confidence and promotes ongoing commitment.

What You Need to Know

Spots are reserved automatically for current families in the next program, so they don’t lose their place.
Families are given priority before new enrolments are opened, meaning their child’s learning continues without disruption.
You’ll be notified when a family renews and your upcoming sessions will be scheduled in line with their preferences.
If you have any questions about a renewal or want to help strengthen a family's case for continuing, reach out to your PDC at any time.

Remember: Renewals are a great opportunity to celebrate progress, reinforce value, and maintain consistency in your student’s academic journey. Your contribution makes all the difference.

Leave & Availibility

Managing your availability and leave is crucial to ensuring a seamless tutoring experience for your students. Here’s how you should handle changes to your availability and requests for leave:

APT Availability Changes

As an Academic Personal Trainer (APT), it is essential to keep your availability up to date. Here’s the process for managing changes:

Updating Availability: Any permanent changes to your availability, such as changes in your university timetable, must be updated in the app within 48 hours of becoming aware of them.
Approval Process: These changes require approval from your Program Delivery Coordinator (PDC) and must align with the APT Leave and Absence Policy.
Communication with Clients: Do not communicate proposed changes to clients until they have been approved by your PDC. Your PDC will review the situation and recommend options based on the client’s circumstances.
Managing Rescheduling: Once your availability change is approved, you are responsible for managing any necessary rescheduling of sessions as per the APT Cancellation and Rescheduling policy.
Alternative Solutions: If rescheduling is not possible, coordinate with your clients and your PDC to find an alternative solution that accommodates all parties involved, which may include an APT Transfer.

Leave Requests

As a casual employee, managing your leave requests is important to minimise disruptions:

Written Notice:

Provide written notice of your leave to your Program Delivery Coordinator. This should be done as early as possible to allow for proper planning.

Resource Absence:

Record your absence in the app by submitting a resource absence request. This helps keep track of your availability and ensures that all relevant parties are informed.

Client Notification:

Notify all families of your upcoming leave and follow the rescheduling policy to manage any affected sessions. This includes coordinating with clients to reschedule sessions or find alternative solutions as needed.

By following these guidelines for managing availability changes and leave requests, you help maintain the quality and consistency of the tutoring services provided to your students. Your proactive approach and clear communication ensure that both clients and the A Team Tuition team are well-informed and prepared for any adjustments.

If you have any questions or need further assistance, don’t hesitate to reach out to your Program Delivery Coordinator.