How to report a coach no-show

Overview

Use this guide when a coach fails to join a scheduled session. You will navigate to the session details and use the reporting feature to document the no-show.

Before you start

• You have a scheduled session that has passed its start time.
• The coach did not join the session within the expected timeframe.

When to report a no-show

Wait at least 10-15 minutes past the scheduled start time before reporting a no-show. Coaches sometimes run a few minutes late due to technical issues or a previous session running over. If you haven't heard from the coach by 15 minutes past start time, reporting the no-show is appropriate.

What happens when you report

Your report immediately notifies the tutoring organization's administrators. They'll investigate what happened and take appropriate action, which may include rescheduling the session, crediting the hours back to your package, or following up with the coach. You should receive a response from the admin team within one business day.

How this protects you

Reporting no-shows ensures you don't lose package hours when a coach doesn't fulfill their commitment. It also helps the organization identify and address reliability issues with coaches. Your feedback is valuable for maintaining quality standards and ensuring all families receive the service they're paying for.

Steps

1. 1

   Sign in as a parent

   Go to login

   Use your parent account credentials to access the dashboard.

   
2. 2

   Navigate to Family Sessions

   Go to Family Sessions

   Navigate to the Family Sessions page to find the session where the coach didn't show up.
3. 3

   Find the affected session

   Locate the session where the coach didn't show up. You may need to check past sessions.

   
4. 4

   Open the session details

   Click on the session to open its details page.
5. 5

   Open the actions menu

   Click the actions button to see available options for the session.
6. 6

   Select Report No-Show

   Select the 'Report No-Show' option from the menu.
7. 7

   Confirm the report

   Confirm your no-show report. The platform team will be notified and take appropriate action.

What you'll accomplish

• You successfully submit a no-show report for the session.
• The platform team is notified and can take appropriate action.
• Your session hours may be credited back to your package.

Related Guides

• How to reschedule or cancel a session - Change session times when needed
• How to join a session - Access scheduled sessions
• How to review progress notes - View feedback from completed sessions