Admins: Understanding the Provider Drop-In Flow – Penji

This article is specifically School Admins.

Key Takeaways: Understand how a provider would provide support for Drop-In.

Penji Recommendation: We recommend practicing hosting drop-ins like your providers, within your community, before moving on.

Overview

This article explains how providers manage and deliver Drop-In support in Penji, including setting availability and working in both Log Mode and Queue Mode. This is typically used to help admins understand the provider experience and ensure proper setup.

Important

⚠️ Important:

Providers must add availability for each Drop-In location individually
In Queue Mode, providers must check into the room to see and manage students
Log Mode is in-person only, while Queue Mode supports both in-person and online

When to Use This

Use this if:

You are setting up Drop-In mode
You want to understand how providers deliver support
You need to troubleshoot provider availability or queue issues

Steps to Set Up

Provider Drop-In Hours

Go to web.penjiapp.com or open the mobile app
Switch to the Provider view/tab
Click View Drop-In Rooms
Click Edit Your Hours
Configure the following:
- Location: Select the Drop-In room
- Days/Times: Add availability blocks
Click Submit
Repeat for each Drop-In location

To edit availability:

Click an existing time block and update it

How It Works

Using Log Mode

Log mode is exclusively used for in-person locations. Your providers will be able to view their scheduled hours within Penji and will be expected to show up to the location for their scheduled hours. Once at the location, they should follow any check-in requirements you've set.

Overall, the process is that students check in on their own, and your providers will connect with them as they arrive. Once the student is done working, they will need to check out at the Kiosk.

Using Queue Mode

In Queue Mode, providers will check in to the location, monitor, and work through the Queue. The steps for a provider are listed below.

Login to web.penjiapp.com or access the mobile app
On the provider tab, select "View Drop-in Rooms"
Select the location you would like to start working at (where you have assigned hours for
Select"Check in to room" to start your shift. You will not see the "queue" of students who want help if you are not checked into the room.
Wait for students to request help and when ready, select "Start Session" for each student
- If you are supporting students online, you will want to have your online location (ex. Zoom) pulled up AND Penji (either web.penjiapp.com or the mobile app). We will automatically share the online location details with the student.
- If you are supporting students in person, you will go find and connect with the student.
Work with the student and once you are done, select "End Session" in Penji and record any feedback

Best Practices

Ensure providers understand they must check into Queue Mode to begin
Encourage providers to keep Penji open while working
Test both in-person and online flows if using Queue Mode
Remind providers to consistently submit session logs

Limitations

Providers must manually manage availability unless adjusted by admins
Queue is not visible unless the provider is checked into the room
Log Mode does not support structured queue management
Online Drop-In is only supported in Queue Mode