Do not text or email the student directly!

Our terms & Conditions state that we allow a 15-minute grace period to respect student privacy and potential emergency situations

During this window, we do not reach out unless told otherwise by the admin team

Remain on Zoom, and wait quietly for the duration of the grace period

After 15 minutes, notify the admin team via text or email

Mark the session as a no-show (if instructed)

Do not offer rescheduling or make assumptions about attendance. The admin team will follow up appropriately!

Attendance is expected at all scheduled lessons

Notify the admin by the Friday prior to any week with a conflict

Emergency cancellations must be communicated immediately via text or phone call

Up to three late/emergency cancellations are permitted before a serious review is required

Do not handle rescheduling—the team will manage this

Attempt to troubleshoot, switch devices, or reset wifi connections.

Notify the admin team right away.

Do not handle follow-up with the student.

Always maintain required tech setup and have a backup plan.

Listen with compassion, but keep the focus grounded in voice.

You can say: “Thank you for sharing that—let’s bring that emotion into the work.”

You are not a therapist. Stay within professional scope.

If concerned for the safety of the student or others, notify the admin immediately and with full confidentiality.

End the session calmly and professionally if needed.

Do not handle it directly or emotionally.

Report the incident to the admin team immediately.

We’ll take it from there.

Ask grounding questions like:

• “What did that feel like?”

• “What’s the message behind this song?”

Remind them that singing is non-linear

Encourage them to find the joy—”Singing is not so serious!”

Curiosity over criticism. Always return to the ‘why.’

Reach out to your mentor or admin

You are not expected to know everything. You are expected to ask.

We are here to help you grow and succeed.

If something happens while on Zoom (e.g., a student becomes unresponsive or appears in distress), remain calm.

If others are present in the student’s space, try to calmly get their attention or call out to them.

If the student is alone, immediately locate their emergency contact—which is stored in their HubSpot contact record.

Have the HubSpot contact tab open or easily accessibly during all lessons for this reason.

Notify the admin team as soon as it is safe to do so. We will handle escalation and follow-up.