As a Remind tutor, there may be times where you are unable to find necessary information or have a unique situation that requires you to reach out to Remind directly. Please use your professional judgement and reach out in any of the below situations. 

Unmatching with a student

If, for whatever reason, you would like to be unmatched with a student, please reach out to the Remind Support team with the following information: the student you would like to be unmatched from, the reason, and any specific information you have on the situation. This will assist us in better matching students and tutors in the future. 

If a student is advancing to the next level of math and you are unable to continue, please let us know as well. We’ll update the student’s subject accordingly and assist them in getting matched with a new tutor.

Getting sick or taking last minute time off

If you need to take a sick day or are unable to tutor for a day due to an emergency, please reach out to the Support team through the Get Live Help button.

If you are sick with an illness that prevents you from participating with Remind Tutoring for a predetermined amount of time (for example, a positive Covid test or medical treatment where you will be out for a week) please reach out to the Support team through the Get Live Help button and update your availability as appropriate.

Leaving the Remind platform

If you find that the Remind Platform is no longer fitting your schedule, or needs, please let us know at least two weeks in advance that you are unable to continue on the platform. We will update your status so that you are no longer receiving students and assist in transferring your recurring students to different tutors. This ensures a seamless transition for students and parents.

Moving between states

If you are planning to move between states, please reach out to Remind informing us of your coming move, what state you will be moving to, and the date when you will be in your new location. Due to constantly changing legal requirements, there are some states with which Remind Tutoring is unable to work at this time. If you are moving to one of those states, we will let you know when you reach out. If Remind Tutoring’s relationship with any of those states changes, we’ll reach out to you at that time to see if you would like to once again work with Remind Tutoring students.

Payment issues

If you notice a discrepancy in your pay, please contact Remind Tutoring via the Get Help button and indicate the pay period that you are referring to, the amount that is inaccurate, and (if applicable) the session that is being referenced. Our team will look into the discrepancy and get back to you as soon as possible.

Harassment or inappropriate behavior from a student or parent

If you are being harassed by a student or parent during a call, please reach out to Remind. Let the Remind Coordinator know and they will jump on to join to end the session. The Remind team will be investigating the incident (including watching the video recording of the session) and will pause all future sessions until the investigation is complete.

Emergency escalations

You have a unique window into a child’s home life. You may witness particular incidents or a change in a child or their environment that signals a crisis. At Remind, we take especially seriously our responsibility to help safeguard children. 

As a tutor, if you see or hear any of the following during your session, please contact Remind’s crisis management team by emailing  coaching-crisis@remind101.pagerduty.com.  This will immediately escalate this to the on duty supervisor.  Our team is here to support you through this matter.

Some issues that may be escalated - 

• Child endangerment (abuse and neglect)
• Threat of self-harm or suicide (including cutting)
• Sexual violence
• Physical violence towards any member of family
• Illegal drug use

Please use your professional judgement to decide if you should report an observed behavior. When in doubt, please escalate and report to our staff to investigate.