Students: Appointments Introduction

Steps to Book an Appointment

Appointments are usually 1-on-1 interactions scheduled between yourself and a Provider (tutor, coach, etc.). This is the general flow for booking that you'll find:

1. Tap "Schedule an appointment" on the home screen.
2. Select a course.
3. Pick a time - times from all providers for the selected course will be shown.
   
   • You can filter these times down by location, or provider if enabled, by using the filter on the top of the calendar view
          
     
     • Please note that filter by provider is controlled by your admin and in some cases not enabled in a community. 
4. Pick a Provider - multiple providers will be shown if available for that time and course. Tap each provider to see their detailed profile and select one to move forward.
   
   • You can chat with providers at this step if you want to ask them questions first.
   • NOTE: if you filtered by provider on the calendar view, you will skip this step and go right to the location screen.
5. Pick a location - the locations displayed depend on what location availability the provider has set for your selected time slot. A different time/provider may have different location options available. Different communities also have different sets of locations.
   • NOTE: if you filtered by location on the calendar view, you will skip this step and go right to the Agenda Screen.
6. Agenda Screen - follow the instructions for entering this information.
7. Confirm session request.
8. The status of the session will either be Pending, Scheduled, or Declined. See the below section "Appointment Statuses" for an explanation of each status. Note that if the status is Pending, the tutor has the opportunity to either confirm or deny the appointment. 
   • If auto-accept is on, the appointment will be confirmed right away and you will receive the calendar invite.
   • If auto-accept is off, you will receive the calendar invite once the tutor confirms the appointment. 
9. Meet the tutor at the time and location listed in Session Details.

For all sessions, you will be sent a calendar invite with the following details included:

• The title of the calendar invite will read as, "[student first name] and [provider first name] - [community short name]".
• When the session is (date) and where (location)
• The event description will include
  • The course (topic) you want to work through
  • Your responses to the agenda questions

Appointment Statuses

Pending

The Pending status will be shown when a student has requested to meet with a provider and the provider still has to accept the appointment. Your appointment is not scheduled until the tutor accepts the appointment and "Pending" is no longer shown. If it is close to the appointment time and the provider has not confirmed the appointment yet, we suggest chatting with the provider through Penji or reaching out to your program coordinator. 

NOTE: Some centers have "auto confirm" set up, so the Pending stage is skipped in the appointment flow. With "auto-confirm," once a student requests an appointment with a provider, the appointment is automatically scheduled.

Scheduled (Confirmed)

Once the provider has confirmed the appointment, the Pending status will be removed and the details of the session (Date and Time) will be shown. Your appointment is now fully scheduled. 

You will receive 2 emails once the provider accepts the appointment: an email stating that the tutor has accepted the appointment, and another email containing the appointment details and a calendar invite. 

Declined

Providers have the ability to decline appointments they are invited to teach in. Declined appointments will not affect your session usage limits. You are also not expected to join a declined appointment. Although you will not be notified via email of a declined session, it will be visible on your Learn Screen.

When you click into a declined session, no session details will be shown. 

How to Cancel a Session

NOTE: Canceling a weekly appointment will cancel all future weekly appointments as well.

How to Cancel: 

1. Click into the session you would like to cancel.
2. Select the three dots in the upper right-hand corner.
3. Select "Cancel Session".

   

4. Explain why you are canceling the session.

5. You will receive a notification ("Your session has been cancelled") and email (shown below) from Penji once your session is officially cancelled. The calendar invite will also be removed. 

Above is an example of a cancellation email. 

How to Skip one Session in a weekly series

NOTE 1: A session can be skipped on the same day as the session, or in the future. 

NOTE 2: A student can only skip a session for 1:1 appointments, NOT group appointments. If you will be absent from a group appointment, please contact your program coordinator.

1. Click into the session you would like to skip for this week.
2. Select the three dots in the upper right-hand corner.
3. Select "Skip a Session".
   
   
4. You will now see a screen with all of the listed skip dates for this series. You will want to select "Add a new skip date", select the date, and confirm that you would like to skip this date. Note that you are only able to add skip dates one at a time.
     
   
   
5. If you are skipping a session that has already been created, you see the session placeholder card on the Learn Screen, then you will be notified that the session has been canceled and removed from your calendar. On your Learn Screen, a new session placeholder card will appear for the next session date in the series that is upcoming. For example, skipping a 1/6/2023 session will create a new session for 1/13/23. 
   
   • If you are skipping a session that is more than a week out, and the session placeholder card is not on your Learn Screen, you will be notified that the session has been canceled and removed from your calendar. Instead of being redirected to your Learn Screen, as described above, you will see the "Skip Session" page with the date listed as a current skip date. All skip dates will be listed here. 
     

NOTE 3: When a Provider skips a session, you will be notified through email, the calendar event will be removed, and the session placeholder card will update for the next upcoming session.