What if a student doesn't turn up for a lesson?
How to Contact Students After Missed Lessons
SOP: Locate Student Contact Information and Notify Family When a Student Misses a Scheduled Lesson
Objective
Use the calendar and student profile to quickly find contact details when a student does not attend a scheduled lesson. Then contact the family promptly to confirm the absence and provide the appropriate follow-up, such as resending the online lesson link or calling/texting the family.
Key Steps
1. Confirm that the student did not show up for the scheduled lesson. 0:13
Open your calendar and locate the scheduled session.
Verify that the student has not joined the lesson.
If the student is missing, proceed immediately to find their contact details.
2. Open the student record from the calendar 0:26
In the calendar session, click View.
Click the student’s name to open their profile.
Use the profile to access the student’s contact information.
3. Review student and family contact details 0:36
Check the student’s email address and mobile phone number.
Locate the family contact information in the same profile.
Use the most appropriate contact method based on the situation.
4. Contact the family immediately 0:45
If the student does not show up, contact the family right away.
Prioritize communication so the family knows the student is missing the lesson.
Keep the message brief, clear, and professional.
5. Take the correct follow-up action based on lesson type 0:53
For online lessons: resend the lesson link and tell the family you are waiting in the session.
For in-person lessons: send a text message or make a phone call to the family.
Confirm that the family has received your message whenever possible.
6. Use the invite option if needed 1:20
If the student has not joined the session, select Invite if that option is available.
Use this as an additional way to prompt the student to join.
Follow the separate tutorial for detailed instructions on using the invite feature.
Cautionary Notes
Do not wait too long before contacting the family; prompt communication is important.
Always use the correct contact details from the student profile to avoid delays.
If the lesson is online, make sure the link you resend is the correct session link.
Keep communication professional and focused on the missed lesson.
Tips for Efficiency
Keep the calendar and student profile open so you can act quickly if a student is absent.
Save or bookmark the steps for contacting families so you can respond consistently.
Use the fastest available contact method first, then follow up with another method if needed.
Have a standard message template ready for missed lessons to reduce response time.
Waiting for Students, But They Did Not Appear
SOP: Contacting Families and Re-Inviting Students When They Miss an Online Lesson
Objective
This SOP explains how to respond when a student is not present at the start of a lesson. It ensures the family is contacted promptly, the student is given every opportunity to join, and the tutor remains eligible for payment by following the required communication steps.
Key Steps
1. Confirm the student is absent and prepare to follow the no-show process 0:00
If the lesson has started and the student has not joined, remain available and ready to teach.
Do not assume the session is canceled; continue following the required contact steps.
Keep the lesson open while you attempt to reach the family.
2. Look up the family’s contact information in Teachworks 0:26
Open Teachworks and locate the student/family record.
Use the available Teachworks lookup process to find the correct contact details.
Refer to the internal training video if you need help finding the family information.
3. Re-invite the family to the lesson if you are online 0:32
In the online lesson platform, select Invite Others.
Copy the lesson link so it can be shared again.
Make sure the link is ready to paste into your message to the family.
4. Send an email to the family with the lesson link 0:41
Use your own email account to contact the family.
Send a clear message such as:
“Hi there, I’m waiting for you in the lesson.”
“Here’s the link in case you lost it.”
“Looking forward to seeing you.”
Include the copied lesson link so they can join immediately.
5. Text the family as an additional reminder 0:47
Send a text message to the family after emailing them.
Keep the text short and direct so they can quickly see that the lesson is waiting.
Use the text as a second chance for the family to receive the join information.
6. Continue waiting and give the student every opportunity to attend 0:53
Stay available during the lesson window while the family has time to respond.
Allow the student every reasonable chance to join the session.
Document or remember that you completed the required outreach steps so the session can be handled correctly.
Cautionary Notes
Do not leave the lesson immediately if the student is late; you must first complete the contact steps.
Make sure you contact the correct family using the information in Teachworks.
Always send both an email and a text message so the family has multiple ways to receive the lesson link.
Follow the process exactly to protect your payment eligibility.
Keep your message polite, clear, and concise.
Tips for Efficiency
Keep a reusable email template ready so you can send the message quickly.
Copy the lesson link immediately after selecting Invite Others to avoid delays.
Have the Teachworks lookup process bookmarked or easily accessible.
Send the email and text back-to-back so the family receives the information as soon as possible.
Use a consistent message format to save time and reduce errors.