Coordinator Guide: How to Run the Platform

The step-by-step playbook for coordinators — from a family's first enquiry through to a happy, ongoing tutoring relationship.

Step 1 — Add a new family

When a new family comes on board, you'll create their account and add their children.

1. Go to Students in your dashboard and click Add Parent.
2. Enter the parent's name, email address, and phone number.
3. Share login instructions manually (automated welcome email is not yet enabled).
4. Once the account is created, add their child or children: click the family's name → Add Child → fill in the child's details (name, date of birth, school level).
5. Optionally generate a Telegram link for the parent so they can connect the bot.
6. You're done. The family can now log in and start posting their tutoring needs.

Step 2 — Review new educator applications

Educators enter through the educator onboarding flow. Coordinators do not create tutor accounts directly; they review new educator submissions and approve or reject them.

1. Tell educators to use the public educator onboarding flow at /apply/onboard.
2. When they complete the intake, review them from the pending-review queue in Educators.
3. Open the educator record and check subjects, location, availability, and profile completeness.
4. Approve or reject them through the onboarding review action. Approved educators gain workspace and posting access.
5. If rejected, the educator can update their intake and resubmit; coordinators review the updated submission again.

Step 3 — Review a new posting

When a parent posts a tutoring request, it arrives in your Postings queue. Your job is to review it and find the best-fit educator.

1. Open Postings from your dashboard. New postings appear with an Open badge.
2. Click a posting to see the full request: subject, level, preferred times, location, and any special notes.
3. The Applications tab shows which educators have already applied, along with their match score for this posting.
4. Review each applicant's profile — the score is a guide, but your judgement matters too. Check for special needs experience, language fit, and location if relevant.
5. Tick the educators you want to recommend and click Push Selected. The parent will be notified that options are ready.

Step 4 — After the parent chooses

Once the parent selects an educator, the match is confirmed and trial sessions are arranged. Here's what you need to monitor.

1. You'll receive a Telegram notification when a parent accepts an educator.
2. Check that trial sessions have been logged correctly — go to Sessions, search for the family, and confirm the first session is Scheduled.
3. After the first session, follow up with both the parent and educator to ensure it went well.
4. If either party has concerns, handle them before the second session.

Step 5 — Monitor sessions week to week

Your daily session review keeps things from falling through the cracks. The dashboard flags items that need your attention.

1. Open your Dashboard. The alerts panel shows: sessions awaiting approval, packages running low, educators without recent activity, and families who haven't filled in their child's profile.
2. For each session waiting on parent approval, check whether it's been more than 2 days. If so, reach out to the parent to prompt them.
3. Sessions stuck in Needs Review (neither party has confirmed) may indicate a problem — contact both the educator and family.
4. Disputed sessions appear as a red flag. Open them from the Tickets tab and begin resolution.

Step 6 — Handle a session dispute

Disputes happen when a parent believes a session was logged incorrectly — wrong timing, didn't happen, or hours don't match.

1. A dispute appears in your Tickets tab under the Disputes section.
2. Open the ticket and read the parent's reason. The disputed session details are shown alongside.
3. Contact the educator to hear their account.
4. If the session did not occur or was shorter: update the session record accordingly and adjust billing.
5. If the session did occur as logged: explain this to the parent and close the ticket.
6. Add a note to the ticket with your resolution before closing it. Both parties can see this.

Step 7 — Run a billing cycle

Billing runs on a monthly cycle. Here's the process from start to finish.

1. At the end of the month, go to Billing → Payout Cycles and create a new cycle.
2. The system calculates total confirmed sessions for each educator in the period.
3. Review each educator's session count and payout amount. Check for any anomalies (unusually high or low session counts).
4. Once satisfied, click Finalise Cycle. Each educator receives a Telegram notification with their payout breakdown.
5. For parent billing: go to Billing → Customer Invoices. Invoices are generated per family based on confirmed sessions.
6. Check that every active family has a corresponding invoice for the period. Follow up on any unpaid invoices.

Step 8 — Keep educator profiles accurate

Educator profiles affect match quality. Outdated information leads to poor matches and family dissatisfaction.

• When an educator changes their available days, update their availability in their profile.
• If an educator moves to a different area, update their location.
• If they add a new subject or level, add it to their teaching profile.
• If you have a private note about an educator (e.g. a pattern of lateness), use the Coordinator Note field on their profile. Parents will never see this.

Step 9 — Close or reopen a posting

Postings should be closed once a family is matched or no longer looking.

• A posting closes automatically when a parent accepts an educator.
• If a family withdraws their request before accepting anyone, open the posting and click Close Posting. Confirm the action.
• If a match falls through after a trial and the family wants to try again, create a new posting on their behalf or ask them to post again through their dashboard.

Daily checklist

Quick reference