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Class Cancellation Process

Class Cancellation Process

Assigned To: Sarah Dungan, Dan Tietz, Jessica Myers, Trent Scipio, Carly Cavagnoli, Luke Sanchez

Category: Student Life Cycle

Department: Academic Advisor, Campus Manager, Instructors, Program Manager

SOP Rule: Trigger

Status: Approved by CEO and Implemented

Purpose

This SOP establishes a structured process for handling class cancellations with minimal disruption to students while ensuring proper communication, documentation, and compliance.

Scope

This procedure applies to all class cancellations due to instructor unavailability, staffing issues, or facility-related problems, including documentation and rescheduling.

Definitions

  • Deputy: Scheduling platform for instructor shifts.
  • Class Cancelled Property: HubSpot property that triggers student notifications.
  • Super Admin: User with permission to update restricted fields.

Responsibilities

  • Program Manager:
    • Evaluate and approve cancellations
    • Update HubSpot cancellation property
    • Coordinate rescheduling
    • Document cancellation
  • Campus Manager:
    • Schedule makeup classes in Deputy
    • Ensure instructor compliance
  • Academic Advisor:
    • Communicate updates and confirm schedules with students
  • Lead Instructor:
    • Report availability or issues promptly

Procedure

Step 1: Evaluate Cancellation Need

  • Review situation with Program Manager, Campus Manager, and Academic Advisor
  • Exhaust all backup options before canceling
  • Common reasons include:
    • Instructor unavailability
    • Scheduling issues
    • Facility or external disruptions

Step 2: Update HubSpot

  • Open class ticket in HubSpot
  • Set "Class Cancelled?" property to Yes
  • Only Program Manager or Super Admin can update this field

Step 3: Trigger Student Notification

  • SMS is automatically sent to students after a delay
  • Triggered by HubSpot property update

Step 4: Contact Students

  • Call each affected student
  • Confirm receipt of cancellation message
  • Provide next steps

Step 5: Notify Internal Teams

  • Post update in Slack channels
  • Inform operations and relevant teams

Step 6: Document Cancellation

  • Complete Class Cancellation Tracker
  • Record details for compliance and tracking

Step 7: Schedule Makeup Class

  • Coordinate between Academic Advisor and Campus Manager
  • Assign instructors in Deputy
  • Ensure compliance and correct scheduling

Step 8: Confirm With Students

  • Notify students of new schedule
  • Confirm attendance and availability

Tools and Resources

  • HubSpot
  • Deputy
  • Class Cancellation Tracker

Revision History

  • 1st Version - 06/17/25
  • 2nd Version - 06/20/25
  • 3rd Version - TBD