Parent Problems
A child tries to join a class that is expected to reach full capacity.
What is: Allow them to stay until capacity is reached but inform the parent they may be turned away?
A parent wants to schedule a makeup class while their account is frozen.
What is: Remind the parent that makeups can only be used while actively enrolled, not while frozen?
Parents consistently arrive late, delaying circle time while waiting for more children.
What is: Start circle time on time regardless, helping train families to arrive promptly?
You are running more than 5 minutes late to your shift.
What is: Contact Megan immediately and let the person on shift know?
Two children are jumping on the trampoline at the same time.
What is: Intervene, enforce one-at-a-time jumping, involve parents, and supervise closely?
A parent is late picking up their child after an independent class/camp.
What is: Stay with the child, keep them safe in the gym or lobby, and call the parent if more than 5 minutes late?
A parent brings an unenrolled sibling to a Siblings & Friends class expecting them to participate.
What is: Inform them both children must be enrolled, mention the sibling discount, and offer Practice & Play as an alternative?
A child has a loud meltdown during circle time in a parent participation class.
What is: Gently ask the parent to step out to help the child calm down and welcome them back when ready?
You need to switch shifts or cannot make it to work.
What is: Notify a supervisor as soon as possible and follow proper shift coverage procedures on Homebase?
A parent places their infant on the floor during Terrific Tots to help their older child.
What is: Assist the older child if possible and remind the parent the baby must stay in their arms or in a carrier for safety?
A parent shows up to their regular class during a camp week. They are upset that their class is not happening and are becoming more irritated
What is: calmly acknowledging their frustration while clearly explaining that the regular class schedule is paused during camp week, and offering alternative options or next steps to help resolve the situation?
A parent asks to book two weeks of classes in advance.
What is: Remind them we limit bookings to 3 classes and 3 free play sessions at a time to ensure fairness and commitment?
A nanny in class is standing back and not assisting or engaging with the child, who is struggling to participate.
What is: Gently prompt and guide the nanny to support the child, reminding them that caregiver participation is part of the class?
What is the appropriate response when you begin your shift and notice that trash from the previous day’s shift was not taken out?
What is: complete the task if possible and report it to Megan so it can be addressed, as all tasks delegated need to be completed prior to end of shift?
A child is out of control during Practice & Play, running into others and throwing toys.
What is: Use the 3-4-5 discipline method, involve the parent, and suggest a break if needed?
During a parent participation class, a parent is consistently on their phone and not watching their child, who begins climbing unsafely.
What is: Politely engage the parent, redirect their attention to their child, and reinforce that active supervision is required for safety?
A parent asks to freeze their account for just one week, even though the minimum freeze period is two weeks.
What is: Kindly explain the 2-week minimum policy and uphold it, offering a supervisor if they’d like further clarification?
A child is dropped off for an independent class, while the parent steps out to make a call. The child seems fine, but begins coughing severely, without covering their mouth.
What is: Depending on what part of class, a teacher should have the child get water. If it continues, the parent should be flagged down and asked kindly about the cough.
You have a vacation you forgot to request off- it's next week and the schedule has already been made.
What is: Vacations must be requested 2 weeks out minimum. If the schedule is already made, it's a coverage request not time off. Ask around for coverage as time off is not guaranteed.
During a busy class, you notice multiple safety issues at once (trampoline misuse, a wandering sibling, and a distracted parent).
What is: Prioritize the highest safety risk first (trampoline), quickly delegate or address the others, and maintain active supervision across the room?