Your Virtual Tutoring Benefit

Q. Why has virtual tutoring been added to Back-Up Care?

A. We continue to add and enhance services to meet working parents’ evolving needs. In response to continued high demand for academic support, we are adding the capability to book virtual 1-1 tutors through Back-Up Care.

Q. How are the virtual tutoring hours deducted from my Back-Up Care allowance?

A. You may exchange your Back-Up Care allowance for virtual tutoring credits on the Back-Up Care booking system. Each of your Back-Up Care uses can be exchanged for four x 1 hour weekly 1-1 virtual tutoring sessions.

Q. Do I need to create a Back-Up Care account to reserve 1-1 virtual tutoring?

A. Yes. To request virtual 1-1 tutoring, you’ll need to have fully completed your profile by registering all your child dependants.

Q. Who is the virtual tutoring provider?

A. Explore Learning has been providing tuition for children for over 20 years. They offer expert tuition tailored to your child’s individual needs in maths, English, SATs, 11 Plus, Transfer Tests, entrance exams, GCSEs and equivalent, supporting them to reach their full potential.

Q. How do Explore Learning select their tutors?

A. All tutors are UK based and are selected for their positive attitudes, high energy levels and strong academic journey. Explore Learning are on the voluntary Ofsted register and have robust recruitment, training and safeguarding policies in place, including the requirement for a clear enhanced Disclosure and Barring Service (DBS) check for each employee delivering tuition.

Q. Does the tutoring align with the different curriculums in England, Scotland, Wales, Northern Ireland and Republic of Ireland?

A. Yes. Explore Learning are mapped to school curriculums; National Curriculum, Curriculum for Excellence, Northern Ireland Curriculum and the National Council for Curriculum and Assessment.

Q. What happens when I make a booking?

A. Once you have completed your booking using your virtual tutoring credits, you will receive an introduction call from your Explore Learning management team within 48 hours.

Please note: Once a booking has been made, your child’s tuition sessions must begin within a month. You cannot make a booking more than a month in advance of wanting to begin tuition.

Q. How many sessions should I book at once?

A. We suggest booking 4 hours initially (one block). You can then book additional hours if required dependent on your child’s educational needs. We’d recommend booking additional hours prior to your initial booking ending for a seamless approach of continuing with the same day/time tutor.

Please note: Bookings need to be made through your Back-Up Care account, not with Explore Learning.

Q. When should my tuition begin?

A. You will receive a call within 48 hours from the Explore Learning expert team. They’ll be on hand to answer any questions you may have and to get you set-up and ready for tuition! Your child’s sessions will usually start within a week of this set-up call, based on both your and our tutor's availability.

Please note: Tuition sessions must begin within a month of your original booking. You cannot make a booking more than a month in advance of wanting to begin tuition.

Q. What are Explore Learning’s opening hours?

A. Monday-Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. They are closed on Sundays. Just a reminder, if you purchase credits from any time after 5pm on a Saturday, Explore Learning will be in touch the following Monday or Tuesday.

Q. Can I request virtual 1-1 tutoring hours through the Back-Up Care mobile app?

A. Yes, once you have registered to use Back-Up Care, you will be able to book virtual tutoring via the app.

Q. Are same day reservations available?

A. No. Explore Learning will respond within 48 hours* (Mon-Fri) of a reservation submitted through the Work+ Family Space. From there, you can schedule your first of four weekly virtual tutoring sessions.

*This time may be longer if a booking is made over the weekend.

Q: Will I have the same tutor for every session?

Once you have been matched with a tutor, Explore Learning aim for them to be your regular tutor on a weekly basis, so they can get to know your child and how they learn best. However, if your tutor’s availability changes, they are sick or have time-off, your session will be delivered by another member of their excellent tutor team. If this is a permanent change, then they will endeavor to inform you of this prior to your next weekly session. Information on the name of your tutor for each session is always available on your Member Portal, Navigator.

Q. Can I request the same tutor for multiple 1-1 tutoring reservations?

A. Yes. Please specify the tutor upon booking and you can continue to work with the same tutor, (based on the tutor’s schedule and availability). To ensure a seamless process we suggest making additional bookings prior to your initial sessions ending.

Q. I have multiple children, can they have the same tutor or be in the same tutoring session?

A. Every child has their own individual tutoring session with maths and English questions that are tailored to them and their specific individual learning needs. This means that siblings or children of the same household cannot share the same tutoring session. However, it is possible to have the same tutor for each of your children, based on tutor availability. These tutoring sessions will still be at different times.

Q. Can my child receive both English & maths tutoring within the same tutoring session?

A. Yes. You can choose both English and Math modules.

Q. My child has Special Educational Needs (SEN). Can they benefit from tuition with Explore Learning?

A. Children are unique in their own individual way. Your tutor will get to know your child’s learning habits, so will be the best people to advise you on how they can support your child. If you have any concerns or questions about this, you can speak to the Explore Learning team prior to booking. More information on how Explore Learning support children with SEN can be found HERE.

Q. What if I want to purchase more credits to use for tuition?

A. If you love the tuition and would like to book additional sessions, please go back to your Bright Horizons booking process to purchase more credits. Explore Learning will then be in touch again to get you re-started!

Q. How do I get my child ready for their online session and keep them safe online?

A. Whilst we recognise that some children may prefer to undertake sessions independently, a parent/guardian should remain nearby for the duration of any member’s session – to be available for feedback at the end and respond to concerns or emergencies throughout. We also advise that younger members and those with additional medical or educational needs are supervised at all times.

Full details on the responsibilities that Explore Learning expect members, their families and their staff to adhere to, to ensure everyone is kept safe when working online, can be read within their Online Safety Policy & Procedures.

Where parents or staff are concerned that a child may be vulnerable to, or experiencing online abuse, or exposure to inappropriate content when working online, they must follow company Safeguarding Procedures and report concerns immediately as advised.

Q. How long will virtual 1:1 tutoring credits be available?

A. Virtual 1:1 tutoring credits can be redeemed with Explore Learning up to 12 months from the date of purchase from Bright Horizons. Once credits have been redeemed, tuition must begin within four weeks.

Please note: You do not need to have had all your tutoring sessions by the expiry date displayed on your booking. Explore Learning will call you when they have received your booking to schedule your tutoring sessions, which must begin within one month. Once your tutoring sessions begin, they will then occur on a weekly basis until your booking credits/hours spend has run out.

Q. How do I reschedule booked sessions?

A. For best availability, please get in contact with Explore Learning as soon as you know you need to reschedule a session. Tutored sessions are to occur on a weekly basis, on the same day and at the same time. Should you wish to change your weekly session, day or time, please go to your Members’ Portal, Navigator. If a session cannot be moved to a different day in the same week, then it will be added to the end of your tutoring block, extending your tuition end date.

Please note, if you need to reschedule a session you will need to go to the My Account section on your Members’ Portal, Navigator. A dedicated team at Explore Learning are available Monday to Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. (Closed on Sundays.)

Q. I need to cancel my session, what do I do?

A. When you request virtual 1:1 tutoring through the back-up care website, you exchange use of back-up care for tutoring hours. At that point, the hours are credited to your tutoring account and any adjustments to your tutoring schedule will be managed with Explore Learning. You are not able to cancel sessions booked but you can re-schedule them via your Members’ Portal, Navigator.

Please let Explore Learning know as soon as possible so they can let your tutor know. They will then add the session to the end of your booking, extending your tuition end date. For the best availability, please reschedule your sessions as far in advance as possible.

Q. Will rearranged sessions be with the same tutor?

A. As tutored sessions are to occur on a weekly basis, on the same day and at the same time, Explore Learning cannot guarantee that any rearranged session will be with the same tutor; this is due to the team’s availability.

Q. Can I reschedule a session if I miss it?

A. You can’t reschedule a session if you’ve missed it. All sessions must be rescheduled in advance of the session start time. If a session is missed, you will not be entitled to receive a replacement session. Instead, you have 24/7 access to your child’s tailored programme where they can resume their study independently, prior to their next tutored session.

Q. How much notice do I need to give for rescheduling a session?

A. Please get in contact with Explore Learning as soon as you know you need to reschedule a session. You can manage your sessions up to 8 weeks in advance. For best availability, we ask that you reschedule your session via your Members’ Portal, Navigator at least one week in advance. If you need to reschedule your session with less than a week’s notice, there may be limited availability. Please note, you cannot reschedule sessions to a different day and time past your credit spend end date.

Q. Will my rescheduled session be with the same tutor?

A. Explore Learning cannot guarantee that rescheduled sessions will be with the same tutor; this will depend on the teams’ availability alongside yours as a family.

Q. How do I move my regular weekly sessions to another day or time?

A. If you are looking to permanently change your session to another day or time, please contact your centre team who will help you with this. For contact details of your centre team go to the My Account section on your Members’ Portal, Navigator.

The dedicated team are available Monday to Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. (Closed on Sundays.)

Q. Can I take an extended break from my booked sessions?

A. Sessions are booked on a continuous weekly basis; therefore breaks aren’t permitted. Children must have at least one session per calendar month to ensure that they continue to make progress and to keep their session slot.

Keeping your child’s attendance consistent over the school holidays will support them in making better progress. If you can’t make your regular day and time, don’t forget to reschedule your session to a time that suits you. You can manage your sessions up to 8 weeks in advance. For the best availability, please reschedule your sessions as far in advance as possible.

Going on holiday? Please refer to the below question, ‘What happens to my sessions when I go on holiday?’.

Please note: If you need to reschedule a session, you will need to go to the My Account section on your Members’ Portal, Navigator. The dedicated team are available Monday to Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. (Closed on Sundays.)

Q. What happens with my sessions when I go on holiday?

A. If you are going on holiday and wish to reschedule, you can do so via your Members’ Portal, Navigator. You can manage your sessions up to 8 weeks in advance. For the best availability, please reschedule your sessions as far in advance as possible.

If a session cannot be moved to a different day in the same week, then it will be added to the end of your tutoring block, extending your tuition end date.

Please note: You will only be able to bring sessions forward ahead of their scheduled time if they are in the same calendar month.

Q. We live in an international country; can I still book online tuition for my child?

A. Except for Ireland, Explore Learning does not accept any international members. This includes existing UK members who are moving abroad on a part time, temporary or permanent basis. They also do not permit online sessions to take place while abroad on holiday. Please inform your Explore Learning centre team if you are residing in an international country.