What to do if there is a problem when you arrive at school

Most bookings go smoothly, but occasionally something unexpected happens when you arrive. Here is what to do in the most common situations.

The school says your booking has been cancelled

Stay calm and do not leave immediately. Contact the Zen Educate support team straight away so they can look into what has happened and confirm the situation with the school.

If you have travelled to the school and been turned away, you can write to the support team to raise this. They will pass your case to the school team to review and resolve.

There has been a double booking

If you arrive and the school tells you there is a double booking - two educators booked for the same role, please do not leave. Wait while the situation is resolved. The Zen Educate team will work with the school to find the best solution for everyone involved.

Contact the support team as soon as you are aware of the issue so they can get on to it quickly.

The school is not aware of your booking

If you arrive and the school has no record of your booking, show them your confirmed booking in the Zen Educate app - open your Calendar and tap the booking to show the details.

The school can also contact Zen Educate directly to confirm the booking details. Do not leave the school until the situation has been clarified - in most cases it is an administrative issue that can be resolved on the spot.

If you are unable to get it resolved at the school, contact the support team and they will liaise with the school directly.

You have been put in a year group you do not cover

If you arrive and are asked to cover a year group outside your experience or preference, please stay and handle the situation respectfully. Do not walk out - this can cause significant disruption to the school and may affect your reliability record.

Let the school know calmly that the year group is outside what you normally cover, and contact the Zen Educate support team at the same time. The team will work with the school to find the best solution, whether that is a different class or alternative arrangement for the day.

General advice for any problem on arrival

Whatever the situation, the steps are the same:

1. Stay calm and do not leave without speaking to someone at the school.
2. Contact the Zen Educate support team as soon as possible - the earlier we know, the faster we can help.
3. Be professional and respectful with the school at all times - how you handle a difficult situation reflects on you as an educator.

The support team is available during school hours to help resolve day-of issues as quickly as possible.