School Support | Student no-shows, missing sessions and schedule mismatches

Short answer

When a student does not attend, sessions go missing, or the live schedule does not match expectations, your job is to document clearly and escalate calmly.

If students do not attend

• join on time
• remain available / present as appropriate for the session
• note what happened
• let the school know if that is the agreed route
• let Lanterna know as well

If sessions seem to be missing

Sometimes:

• the school believes lessons continue longer than Hive shows
• new sessions have been discussed but not yet added
• timetable changes have not been reflected properly

In those cases:

• do not guess
• ask Lanterna to confirm the live schedule

If a link or platform issue caused the problem

Include:

• the platform used
• the time
• what the teacher saw
• whether the wrong link was used
• whether students were able to join

Why detail matters

Scheduling disputes are much easier to solve when there is a clean record of:

• what was scheduled
• who attended
• what platform/link was used
• what communication happened at the time