General Policy and Procedures
Online Safety Specific Policies
In-Person Safety-Specific Policies
Safety is not just a priority, but a fundamental part of our educational platform. In today’s age, providing a secure online and physical environment is paramount, especially for learners of all ages, as we have students from primary school to A-level students. We take this responsibility seriously and are committed to ensuring your journey with us is both enriching and safe, whether you are an online student, in-person or a part of the charity.
Our primary objective is clear: to create a safe haven for learning, exploration, and growth. We understand that regardless of age, each individual deserves a protected online or physical space where they can thrive without concerns about their safety. We are dedicated to safeguarding your experience and ensuring that you leave Trilogy Tutors satisfied and safe.
As a responsible educational platform, we wholeheartedly embrace addressing any potential challenges that might arise within our community. Be it technical issues, personal etiquette, or any other concern, rest assured that our team is diligently prepared to tackle each situation with diligence and care. Your safety and well-being are at the forefront of our operations, and we stand ready to swiftly and effectively handle any issue that may emerge, more detail can be found lower down in our Policy and Procedures section.
Our promises can be viewed below,
All of these promises will be explored in more detail further down this document to understand more about our policies and procedures.
To ensure the utmost safety and confidentiality, every member of our dedicated team, including our esteemed tutors, operates under a comprehensive contract. This binding agreement underscores our commitment to maintaining a secure and trustworthy learning environment for our valued students and clients. Rest assured, your privacy and well-being are paramount, and our contractual framework further reinforces our dedication to upholding these essential standards. We prioritise transparency and open communication within our tuition company. While employment contracts often involve confidential details, we are willing to consider sharing certain information within reasonable bounds to address concerns or ensure transparency when appropriate. Please feel free to discuss your specific requirements, and we will do our best to accommodate your needs while respecting privacy and legal considerations and taking into account the privacy of our company.
Policy last updated 30/08/2023
All individuals associated with Trilogy Tutors, including but not limited to the CEO, executives, directors, staff, students, charity members, and associates, are expected to diligently adhere to the established policies and procedures of the company.
1.2.1 – ID Checks – We prioritise the safety and security of our valued students and staff. In line with this commitment, we conduct thorough and vigilant ID verification checks for all individuals participating in our programs. This proactive measure ensures a trustworthy and secure learning environment, upholding our dedication to providing the highest quality education while safeguarding the well-being of everyone involved.
1.2.2 – Verify Employment History – In our pursuit of maintaining the utmost standards of professionalism and integrity, our tuition company performs employment verification procedures. These measures are undertaken to ensure that our team is composed of qualified and trustworthy individuals, ultimately enhancing the quality of education and support we deliver to our esteemed students. Through employment verification, we reaffirm our commitment to fostering a credible and dependable learning environment.
1.2.3 – References and Oversees Checks (if needed) – As part of our hiring protocol, our tuition company places a strong emphasis on conducting both comprehensive reference checks and thorough overseas background assessments. These measures are integral to our commitment to providing a secure and enriching learning environment. By verifying the professional background and international records of our staff, we ensure that our students receive the highest standard of education from qualified and trustworthy individuals.
1.2.4 – University/ College and Grade Checks – In our ongoing commitment to excellence and transparency, our tuition company conducts verification processes for university and college placements, as well as grade checks. These procedures are designed to validate the academic achievements of our tutors, ensuring accurate placement and facilitating their educational journey. By upholding these thorough verification standards, we uphold the integrity of our programs and affirm our dedication to academic growth and success.
1.2.5 – Interviews – We uphold a rigorous approach to selecting the finest educators, volunteers and staff for our team. We proudly conduct a comprehensive two-stage interview process, enabling us to thoroughly assess each candidate’s qualifications, teaching expertise, and alignment with our educational values and standards. This approach ensures that only the most dedicated and proficient individuals join our team, guaranteeing an unparalleled learning experience for our valued students.
1.2.6 – DBS checks for all staff – Dedicated to a secure and nurturing educational environment, our tuition company operates in full compliance with child protection laws. In accordance with the UK’s Disclosure and Barring Service (DBS) regulations, we conduct DBS checks for all staff members, reaffirming our commitment to the safety and well-being of our students. By strictly adhering to these legal obligations and procedures, we ensure that our educational programs are not only enriching but also conducted with the utmost consideration for the welfare of the children under our care.
1.2.7 – Our Own Checks – In addition to formal verification processes, our tuition company takes a proactive approach to ensure the integrity and professionalism of our staff and volunteers. We conduct our own comprehensive checks, including reviewing social media profiles and employing various methods, to further affirm the suitability and character of potential team members. By going beyond conventional measures, we uphold our commitment to delivering an exceptional and secure educational experience for our students.
1.2.8 – Tutor Training – Elevating the quality of education we offer, our tuition company takes pride in conducting our own Tutor Training program. This comprehensive training is tailored to each individual tutor, ensuring that they reach a proficiency level that aligns with our stringent standards. The duration of the training varies, as our priority is to provide tutors with the necessary skills and knowledge, fostering their growth until they are fully equipped to deliver exceptional learning experiences to our valued students. As well as this our tutors are retrained and tested randomly throughout the year to ensure you are getting the best in the market.
1.2.9 – Reverse Tutor Training – Alongside comprehensive tuition training, we also prioritise tutor training that encompasses not only best practices but also clear guidance on what to avoid. This approach ensures that our tutors are equipped not only with the skills to excel but also with an awareness of potential pitfalls. By providing comprehensive guidance on what not to do, we empower our tutors to create a positive and enriching learning environment while upholding the highest ethical and professional standards while avoiding teachings that would be inefficient.
1.2.10 – Contracts – To ensure the highest level of child safety and uphold proper protocols, all members of our team, from the CEO to our dedicated tutors, are required to sign comprehensive contracts. These contracts are designed to outline our commitment to adhering to child safety guidelines, as well as to establish the correct formalities that govern our operations. By formalising these commitments and procedures through contractual agreements, we unequivocally demonstrate our dedication to creating a secure and nurturing educational environment where every child’s welfare is upheld with the utmost care and responsibility.
Operating with a strong commitment to ethical practices, our tuition company upholds a strong code of conduct that serves as the pillar of our operations. This code guides our interactions, decisions, and relationships, ensuring a professional and respectful environment for all members. Our code of conduct encompasses:
These principles collectively shape our organisation’s values and ensure a positive and enriching experience for everyone we engage with.
In our unwavering commitment to maintaining the highest standards of trust and respect, our tuition company places paramount importance on the implementation of strict confidentiality agreements. These agreements serve as a foundation of our operational ethos, safeguarding the privacy and sensitive information of our esteemed students and dedicated staff members. We adhere diligently to these agreements, ensuring that any personal, academic, or proprietary details shared within the scope of our educational programs are treated with the utmost discretion and unwavering security. Our steadfast dedication to upholding these stringent measures underscores our pledge to foster an environment of integrity, reliability, and professionalism. By prioritising confidentiality, we create a safe and conducive learning space where individuals can engage freely, confident in the knowledge that their personal and private matters are shielded from unauthorised access or disclosure. This commitment further solidifies our promise to provide an enriching and confidential educational experience for all those who entrust us with their learning journey.
Maintaining open and effective lines of communication with parents and carers is a vital aspect of our tuition company’s approach. We believe in the power of collaboration and mutual understanding to ensure the best possible educational experience for our students. Through regular updates, feedback channels, and transparent interactions, we strive to provide a strong partnership between our educators and parents or carers. This commitment to consistent and meaningful communication underscores our dedication to the development and success of every student under our guidance.
A crucial aspect of our safeguarding policy is the prompt reporting of any concerns. If a staff member or tutor suspects or becomes aware of a safeguarding issue, they are required to follow our structured reporting procedures.
We have established a comprehensive problem-reporting scheme to ensure a seamless learning experience for our students, whether it’s through online or in-person interactions and so that we ensure our staff and students’ safety. Here’s how we handle reported issues:
1.6.1 – Online Help Forum – We’ve set up a forum where students, parents, tutors and staff can easily submit problem reports. This forum allows us to efficiently communicate and track any issues that arise.
1.6.2 – Immediate Feedback (In Person) – Our tutors are proactive in providing immediate feedback during in-person sessions. They address questions and concerns on the spot, ensuring that problems are dealt with promptly and call issues are instantly resolved.
1.6.3 – Discord Help Chat – Our discord server is where all of our online learning and discussions within the company take place, as well as this our discord server has an open private chat area where you can interact with a senior staff member privately and report any issues or concerns, whether you are a tutor, student or staff member. In the server, you will be able to find two channels, one channel is anonymous and the other a regular channel. To encourage open communication, we provide an anonymous reporting channel. This allows students, staff or tutors who might be hesitant to voice their problems openly to share their concerns confidentially.
1.6.4 – Social Media – Please feel free to reach out to us via phone, message on any of our social media platforms, or directly at our contact number. We are here to assist you and address any queries you may have. Your satisfaction and peace of mind are our top priorities. If you call us and we do not pick up, please leave a message and we ensure you we will respond within a maximum time of 48 hours.
1.6.5 – Parent Communication – We maintain regular communication channels with parents and carers, keeping them informed about any ongoing issues or challenges their child might be experiencing.
1.6.6 – Escalation Protocol – We have a clear escalation protocol in place for more complex or serious issues.
Frontline Resolution (Level 1): Any student, parent, or staff member encountering an issue or concern should first communicate directly with their assigned tutor or the immediate supervisor or any senior member. This initial step aims to resolve matters promptly at the source.
Executive Involvement (Level 2): If the issue remains unresolved or requires further attention, it should be escalated to the executives. They will thoroughly assess the situation, provide additional support, and work towards a satisfactory resolution.
Higher Intervention (Level 3): In rare instances where resolution isn’t achieved through the previous levels, the matter will be escalated to the head leadership team. They will conduct a thorough investigation, engage in direct communication with all parties, and ensure that the most suitable solution is implemented.
External Mediation (Level 4): If, after exhausting internal channels, a satisfactory resolution is not reached, an external mediation process can be considered. A neutral third party will be engaged, in critical situations authorities could be involved, to assess the situation, facilitate discussions, and work towards a mutually agreeable solution.
This escalation protocol is designed to ensure that all concerns are addressed in a systematic and timely manner, with the ultimate goal of achieving a fair and effective resolution for all parties involved and is one of our vital procedures.
Ensuring the safety and well-being of our students and staff is crucial. To uphold this commitment, we consistently conduct thorough risk assessments. These assessments enable us to proactively identify and mitigate potential hazards, ensuring a secure and conducive learning environment online and in person. By diligently evaluating risks and implementing appropriate measures, we maintain the highest standards of safety and provide peace of mind to all those entrusted to our care, which we hope can be seen by these procedures.
In our dedication to upholding transparency, ethical conduct, and the highest standards of integrity, our tuition company has established a whistleblowing mechanism. This framework provides a confidential and secure channel through which any member of our community can report concerns, violations, or unethical behavior without fear of reprisal. By fostering an environment that encourages openness and accountability, we ensure that every voice is heard, and appropriate action is taken to address any issues that may arise. Whistleblowing is an essential component of our commitment and procedures to maintaining a trustworthy and responsible educational community.
Central to our safeguarding policy and procedures is our unwavering dedication to the well-being of our students and staff. In the event that a member of our community confides a safeguarding concern, our response is characterised by a multifaceted approach to providing comprehensive support. Our immediate priority is to ensure their emotional and mental well-being by extending access to professional counselling services and any other external service if needed. We are also prepared to collaborate closely with external experts who specialise in the specific nature of the concern, ensuring that the student receives the best possible guidance and care. Furthermore, our commitment extends beyond the initial disclosure, as we establish and maintain a support network that continues to accompany and guide the student throughout the entire process. This approach underscores our profound commitment to a safe and nurturing environment where each member’s welfare remains our topmost concern.
Our safeguarding policy stands as a dynamic and evolving scheme, subject to a cycle of regular review and ongoing enhancement. This steadfast commitment to refinement is a testament to our dedication to ensuring the utmost safety and well-being of our students. With a detailed approach, we systematically document and analyse various facets, including incidents, near misses, and emerging best practices, as part of our continuous efforts to bolster and fine-tune our safeguarding protocols. This comprehensive process involves a collaborative effort, drawing insights from our experienced staff, external experts, and the broader educational community. By weaving these invaluable perspectives together, we strengthen our ability to anticipate, prevent, and effectively respond to any potential safeguarding concerns. This approach to review and monitoring reflects our unwavering pledge to uphold the highest standards of care and protection, guaranteeing that our students receive an educational environment that is fortified by a culture of safety and constant improvement.
We are committed to upholding the highest standards of integrity, ethics, and professionalism. As part of our unwavering dedication to transparent and ethical business practices, we maintain a strict Anti-Bribery Policy. This policy firmly prohibits any form of bribery, corruption, or unethical influence in all our operations, interactions, and relationships. We are dedicated to fostering an environment of trust and fairness, where our students, parents, tutors, and staff can have complete confidence in the integrity of our services. Our Anti-Bribery Policy guides our actions and decisions, ensuring that our tuition agency operates with the utmost honesty, accountability, and respect for all. We are resolute in our commitment to combating bribery in all its forms and maintaining an environment characterised by ethical excellence.
All individuals associated with our tuition company will be briefed on this page and be told they have access to these safeguarding policies and procedures, which are readily available on this page for anyone to view. By making this information accessible, we aim to empower everyone within our community to recognise, respond to, and report any safeguarding issues, thereby contributing to a safer and more protective learning environment for all.
We are committed to upholding the highest legal and ethical standards to ensure the safety, security, and rights of all our students and tutors. We strictly adhere to the laws and regulations governing our operations in the United Kingdom. Our comprehensive compliance framework encompasses key legal areas, including data protection and privacy in accordance with the General Data Protection Regulation (GDPR), child protection as guided by the Children Act 1989 and 2004, online safety regulations pending under the Online Safety Bill, contractual agreements in line with the Consumer Contracts Regulations 2013, respect for intellectual property rights as outlined in the Copyright, Designs and Patents Act 1988, fair advertising and marketing practices under the Consumer Protection from Unfair Trading Regulations 2008, non-discrimination and equality obligations per the Equality Act 2010, accessibility provisions in compliance with the Equality Act 2010, and adherence to electronic commerce rules under the Electronic Commerce (EC Directive) Regulations 2002. Furthermore, we uphold payment processing and financial regulations as per the Payment Services Regulations 2017, prioritise fair terms and conditions in accordance with the Consumer Rights Act 2015, and ensure compliance with employment laws where applicable. We remain committed to maintaining these standards and continuously adapting to any legal developments to provide a safe and enriching educational experience.”
Here are the links to the laws and regulations mentioned in the paragraph:
1. General Data Protection Regulation GDPR
2. Children Act 1989 and Children Act 2004
3. Online Safety Bill (Pending Legislation)
4. Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
5. Copyright, Designs and Patents Act 1988
6. Consumer Protection from Unfair Trading Regulations 2008
7. Equality Act 2010
8. Electronic Commerce (EC Directive) Regulations 2002
9. Payment Services Regulations 2017
10. Consumer Rights Act 2015
View our charities legal commitment here
At Trilogy, the safety and well-being of our students and staff are of utmost importance. We have established comprehensive safety procedures to address various scenarios that may arise during our online and in-person tuition sessions. In the event of technical or safety issues, we follow these protocols:
1.14.1 – Technical Difficulties – In case of technical issues during online sessions, our tutors are trained to:
1.14.2 – Privacy Concerns – To ensure student privacy during online sessions, our tutors adhere to:
1.14.3 – Emergency Situations (In-Person) – In the event of an emergency during in-person sessions, our tutors and staff will:
1.14.4 – Health and Hygiene (In-Person) – For in-person sessions, we maintain a focus on health and hygiene:
1.14.5 – Behavioral Issues – If a student displays inappropriate behaviour or becomes disruptive, our tutors will:
Tuition Charity Company Safety Procedures:
The safety and welfare of the students we serve are fundamental. Our safety procedures are designed to safeguard the interests of both students and volunteers. In case of challenges or issues, we follow these protocols:
1.14.6 – Volunteer Training – All volunteers undergo thorough training on safety protocols, including:
1.14.7 – Emergency Contacts – Each student’s emergency contacts are collected and kept up to date, so we can:
1.14.8 – Student Welfare Checks – Volunteers regularly assess the well-being of the students and:
1.14.9 – Reporting Suspected Abuse – If a volunteer suspects any form of abuse, they are instructed to:
1.14.10 – Conflict Resolution – If conflicts arise between students or involving volunteers, we:
By adhering to these safety protocols, we strive to create a secure and nurturing environment for our students and volunteers at our initiative.
We implement a range of procedures to safeguard the well-being of our students and staff during virtual tutoring sessions. We carefully select and utilise secure and trusted online platforms, such as Discord, that meet our privacy and security standards. Our tutors and students are educated about responsible online behaviour, and we emphasise the importance of maintaining personal information confidentiality. Regular training and updates further equip our tutors to address potential online safety issues promptly and effectively. By proactively addressing online safety concerns, we create a secure and conducive virtual learning environment that prioritises the protection and peace of mind of everyone involved. Here is how we do that:
2.1. – Secure Discord Server – We maintain a secure and exclusive Discord server for virtual tutoring sessions, selected based on evaluations of its privacy and security features. We also ensure all of our information databases are secure and are only viewed by our staff members and the provided tutor for your child or yourself. Similarly, our discord server is open for the public to join and communicate within, with or without being a student or staff member of our company. However, we are very clear on our server about which channels you should or should not be displaying private information. Our teaching channels are private and are strictly access only to the tutor teaching, the student and our senior members for monitoring. We also have group channels which are company members only as well as the general chats. This facilitates open communication for all participants while preserving the privacy of our staff and members.
2.2 – Guidelines and Expectations – Our commitment to a secure and respectful virtual learning environment is further reinforced by the establishment of clear and unequivocal guidelines. These guidelines serve as a comprehensive system, not only outlining the anticipated online behaviour expected from our esteemed tutors and dedicated students but also the importance of responsible conduct within our digital realm. Moreover, it’s essential to note that both students and staff are contractually obliged to adhere to these guidelines, ensuring a collective understanding and commitment to maintaining the highest standards of online behaviour and decorum. By cultivating an atmosphere founded on mutual respect and adherence to these contractual obligations, we aim to create an online space where every participant feels empowered to engage meaningfully while safeguarding the privacy, comfort, and well-being of both our valued staff and esteemed members.
2.3 – Confidentiality – We prioritise the utmost confidentiality of personal information. Our tutors and students are educated on the importance of not sharing sensitive data during virtual interactions in our out of our company’s domains.
2.4 – Monitoring and Supervision – All virtual sessions conducted on our secure Discord server are actively monitored and supervised to prevent unauthorised access and ensure that interactions remain appropriate and conducive to learning. As well as this, tutors and students CANNOT interact with each other unless in the domain of our Discord server under our supervision.
2.5 – Access Controls – We implement access controls to limit entry to authorised participants only, thereby minimising the risk of unwanted intrusions in our private chats and databases.
2.6 – Data Encryption – Modern encryption methods are utilised to safeguard the transmission of information and maintain the integrity of each online session and ensure our databases are secure.
2.7 Regular Training – Our tutors, staff and executives receive ongoing training on online safety best practices. This equips them to address potential issues promptly and effectively, ensuring a secure learning environment and keeping students and staff safe.
2.8 – Technical Support – Immediate technical support is available to troubleshoot any issues that may arise during virtual sessions, ensuring uninterrupted and secure learning experiences.
2.9 – Age-Appropriate Content – Our approach extends to the curation of age-appropriate educational content, a crucial facet of our commitment to providing a well-rounded and secure virtual learning experience. Through thorough assessment and selection, we ensure that the materials utilised in our virtual sessions are not only educational but also tailored to the specific developmental stage of each student. This thoughtful curation safeguards against any potentially inappropriate or sensitive content, guaranteeing that the learning journey remains engaging, enriching, and well-suited to the unique needs and sensitivities of every participant. By consistently offering content that resonates with individual age groups, we strive to foster a dynamic and secure virtual environment where students can explore, learn, and interact with confidence and enthusiasm.
2.10 – Parental Involvement – We actively encourage parental involvement and provide guidance to parents on how to support their child’s online learning within our secure Discord community, including discussions on internet safety and how to be more aware online.
By integrating these comprehensive measures into our virtual tutoring approach, which is facilitated within our secure Discord server and supported by our content and information databases, we create a secure and conducive online learning environment that prioritises the safety and well-being of our students at all times.
At Trilogy Tutors, the safety and well-being of our students are of utmost importance to us. We are committed to maintaining a secure and nurturing environment for all our students, where their educational experience is supported by stringent child protection measures.
For students under the age of 18, we require that they are accompanied by a guardian or parent at all times when conducting in-person tuition sessions. This policy is in place to ensure the safety and supervision of the student throughout the session. We strongly believe that the presence of a responsible adult helps create a secure learning environment and fosters a sense of trust between our tutors, students, and parents.
We have established a set of comprehensive child protection protocols to ensure the safety and well-being of your child during their time with us. These protocols encompass various aspects of our services, including interactions with tutors, communication methods, and physical environments. Our tutors are trained to adhere to these protocols, which include
3.1 – Vetting and Background Checks – All our tutors undergo thorough background checks and screening to verify their suitability to work with children.
3.2 – Professional Conduct – Our tutors are expected to maintain the highest standards of professionalism and conduct during all interactions with students.
3.3 – Supervised Sessions – In cases where guardians or parents are unable to be present during in-person sessions, our tutors are instructed to conduct sessions in environments that are safe and conducive to learning.
3.4 – Communication Guidelines – We maintain clear and open communication with both students and parents, ensuring that parents are informed about the progress and content of each session.
3.5 – Reporting Mechanisms – Our tutors are trained to identify and report any concerns related to the safety, well-being, or behaviour of a student, in accordance with legal requirements and ethical guidelines.
3.6 – Emergency Procedures: We have established emergency procedures to address any unforeseen situations that may arise during sessions, ensuring prompt and appropriate responses to ensure the student’s safety.
Safety and transparency are at the core of our charity operations. We maintain a rigorous safety policy that prioritises the well-being of our students, tutors, and staff. Our commitment to accountability extends to the prudent use of donated funds; we ensure that every contribution is directed towards meaningful and impactful initiatives. To uphold this promise, we meticulously track and document all financial transactions, offering transparent proof of payments for the various charitable endeavours we undertake. We believe that through our stringent safety measures and financial transparency, we can provide our community with the assurance that their support translates into tangible positive outcomes – which we hope can be seen in these policies and procedures and in the overall effort we put out.
Committed to Ensuring Legal Adherence and Ethical Integrity, we place paramount importance on upholding comprehensive legal compliance and ethical standards for the well-being and security of all members of our program. In addition to the laws and regulations stated in the prior sections, we understand the significance of adhering to further legal obligations in our pursuit of excellent charitable work. Our dedication extends to compliance with the Health and Safety at Work Act 1974, which mandates the safety of our in-person interactions. For individuals involved in our charity activities, we conduct Disclosure and Barring Service (DBS) checks, ensuring robust safeguarding protocols. Moreover, if applicable, we align our practices with the Payment Card Industry Data Security Standard (PCI DSS) to guarantee secure payment processing. It is important to note that the Consumer Rights Act 2015, Contract Law, and the laws regarding Consumer Rights and Complaints Handling, which we mentioned earlier, are fully addressed elsewhere on our website. We are committed to a holistic approach, ensuring our operations are not only legally sound but also aligned with the principles of transparency and accountability.
The laws mentioned in the above paragraph can be found here:
If you have any unanswered questions after reading our whole Policies and Procedures page then you must visit our FAQs page or contact us at +44 7402 614352 or through our contact page.
If you have any unanswered questions after reading our whole Policies and Procedures page then you must visit our FAQs page or contact us at +44 7402 614352 or through our contact page.
