Providers: Drop-in Issues

What should I do if my student doesn't show up or I can't find them? (Drop-in-queue specific)

When you hit "Start Session" on a student in queue, they are sent a mobile and email notification. Sometimes, they will be out grabbing a coffee; give them a few minutes to show up. Sometimes they will have taken off and not left the queue; try chatting them if they don't show up, and then if you receive no reply, feel free to move on to another student after 3-5 minutes.

If you've skipped them but they suddenly show up, they can check back into the queue and you can move them up in the queue to handle them next, or soon. Alternatively, you can just hit Start Session on them while they are much lower in the queue.

Why are students being told an inaccurate wait time? (Drop-in queue specific)

We calculate the wait time based on the average drop-in session length over the last 20 visits. If you are taking longer per student than the location average on a given day, students will see a shorter wait time than will actually occur. Either try moving through students faster (encouraging them to "give it a shot for a while and then check in again and we'll touch base).