Coordinator Guide
Coordinators are the operational backbone of NIVAA. They manage tutor-student matching, monitor session quality, handle disputes, run billing cycles, and ensure every family receives consistent, high-quality tutoring.
What does a coordinator do?
Coordinators sit between parents and tutors. They review tutor applications, push the best-fit educators to parents, resolve session disputes, track billing, and monitor platform health through dashboards and analytics. All coordinator work happens through the /admin workspace.
Daily Workflows
A typical coordinator day involves cycling through these core areas. Each links to a detailed sub-page.
1. Dashboard & Metrics Start here. Check KPIs, open disputes, pending applications, and discrepancies that need attention.
2. Student Management Review student funnel, check intake status, monitor pool assignments, and view readiness reports.
3. Educator Management Onboard tutors, review profiles, manage subjects and availability, set incentive bonuses.
4. Postings & Matching Review open postings, score applications across 5 dimensions, push best-fit tutors to parents.
5. Session Operations & Disputes Monitor live sessions, resolve disputes, review session notes, handle cancellations.
6. Billing & Payouts Run billing cycles, generate invoices, manage prepaid packages, process tutor payouts.
Additional Responsibilities
People Onboarding Guide new parents through registration, intake, and first posting. Verify tutor credentials.
Quality & Risk Monitor NPS scores, flag underperforming tutors, track parent churn risk, review alerts.
Marketing & Leads Manage respond.io contacts, WhatsApp workflows, lead funnels, and conversion tracking.
Admin Frontend Routes
Quick reference for every admin route and its purpose.
| Route | Purpose |
|---|---|
/admin | Main dashboard with KPIs, discrepancies, and action items |
/admin/analytics | Monthly hours, revenue, margins, NPS, tenure, daily activity charts |
/admin/students | Student list with funnel tabs (active, awaiting, needs attention) |
/admin/students/view/[id] | Student detail: overview, tutors, sessions, insights |
/admin/tutors | Educator list with subjects, area, onboarding status, NPS |
/admin/tutors/view/[id] | Tutor detail: profile, sessions, students, billing |
/admin/postings | Postings queue: open, filled, closed, pending applications |
/admin/sessions | All sessions with status filters and bulk actions |
/admin/billing/invoices | Invoice management |
/admin/billing/payouts | Tutor payout processing |
/admin/billing/cycles | Monthly billing cycle management |
/admin/billing/packages | Prepaid session packages |
/admin/family-tree | D3 hierarchical view: parents -> children -> tutors |
/admin/marketing-and-comms | WhatsApp workflows, respond.io integration |
/admin/issues (via dashboard) | Parent-reported issues (surfaced on /admin dashboard, no dedicated page) |
Coordinator Telegram Bot Commands
Coordinators receive real-time alerts and can run operations directly from Telegram.
| Command | Description |
|---|---|
/dashboard | View live platform stats: active sessions, pending approvals, open disputes |
/today | List all sessions scheduled for today with check-in status |
/disputes | Show all open disputed sessions requiring coordinator review |
/search [name] | Search students, tutors, or parents by name |
/broadcast [message] | Send a message to all active tutors |
/approve [session_id] | Force-approve a disputed or pending session |
Key Principles
- Blind matching: Parents never see tutor identities until a match is formally accepted (
Parent_Accepted). All admin pages show names as{display_name} ({id})format. - Silent rejection: When a parent accepts one educator, all other pending applications for that posting are silently rejected with no notification sent.
- Package-first billing: Sessions are deducted from prepaid packages. Coordinators must monitor low-balance alerts (<20% remaining).
- Session integrity: Every session flows through check-in -> check-out -> parent approval. Disputes require coordinator resolution before billing.
- Data visibility: Coordinators see everything. Tutors see only their matched students. Parents see only their children and anonymized tutor info until acceptance.