Responding to a student's help request
Acknowledge, resolve or re-assign a request for help from a check-in.
If a student asks for help in a check-in, they choose two staff members from your school's pastoral team. The first person is emailed straight away. The second is the backup.
How you'll know
- You get an email as soon as a student asks you for help.
- You get a reminder email at 7am on the day a request is due.
- The speech-bubble icon in the top bar shows a purple dot when requests are due.
Find your requests
Click the speech-bubble icon in the top bar. Requests are sorted by urgency: overdue first, then due today, then coming up.
Respond to a request
Open a request to see who asked and when, their first and second contact, when it's due, everything that's happened, and the student's recent check-ins week by week. From there you can:
- Acknowledge it, with a note the student receives by email
- Resolve it
- Re-assign it to another staff member, with a reason
Every step is recorded in the request's history. If the student asks again while it's open, that's recorded too. A student can only have one open request at a time.
Your school sets how many school days you have to acknowledge and resolve a request. Admins see overdue requests in the Monday weekly overview.
Who can see a request
Only the two staff the student chose, anyone it's re-assigned to, and admins.
If a student asks for help during a school holiday, they're told when staff will be back.