Help! I’m struggling to get onto a live class
Firstly, each class has it’s own unique Zoom link which you’ll find at the bottom of each event listing. You’ll see a big blue button that says ‘JOIN THE CLASS’ – click on this or on the link next to it that looks like this ‘us02web.zoom.us/j/82595504970’. This will launch Zoom. You’ll be asked for a meeting password. This will always be ‘shine‘. For every class it’s always going to be ‘shine’ (without the quotation marks).
If you haven’t used Zoom before, it will take a minute or so to download onto your computer or you’ll need to download the app onto your tablet or phone. It’s free.
If you’re struggling to get onto Zoom, we recommend checking out their wonderful help centre here. You can also email us email@example.com with your mobile number or full name (we asked you all for your mobile number when you registered) and we can give you a call and talk you through it. But we’ll be using the Help Centre ourselves so we recommend you check there first as they have an answer for everything!
What age are the classes for?
The classes are great for anyone aged anywhere from 10 – 18 but we do seem to have quite mature students aged 14 – 17 turning up to most classes. We do have some younger members though. There is nothing inappropriate shared in any classes so there would be nothing harmful for younger students, it’s just a matter of what interests them :). Adults are welcome to attend the classes as well, though we haven’t any show up live and we do keep the focus on the young members. As a parent or mentor you might prefer to watch the replays.
How long do the classes go for?
Each class will go for approximately one hour.
Who are the facilitators?
The facilitators and support personnel on all live classes have gone through a rigorous application process, training and continued support and up-skilling. They have completed 4 months and 60+ hours of our award-winning Youth Mentor Training in addition to the many skills and expertise they already have in their chosen fields. The Youth Mentor Training covers duty of care, understanding teen psychology, engagement in a fun, nurturing and supportive way, being aware of what to look out for with more serious issues and more.
Our facilitators must also have a current working with children check (or equivalent for their country and state), must have completed a number of implicit bias tests to ensure they are inclusive and self-aware and must abide by our Code of Conduct to ensure the safety and enjoyment of each of our students. If you would like more information on any of this or to see a copy of our Code of Conduct, please email firstname.lastname@example.org
Our facilitators come from all over the world including Nigeria, New Zealand, Australia, Canada, Hong Kong and the UK and represent a variety of cultural and social identities.
During O-Week we also have some guest experts and influencers facilitating classes. If they haven’t completed the Youth Mentor Training mentioned above, there will be a trained youth mentor live on the call with them.
How can I cancel my membership?
You can cancel your membership by clicking on the below link and filling in the form.
Do you offer refunds?
You can cancel your membership at any time (details above). Refunds will not be issued for the current payment period other than where mandatory by consumer laws. If your young person is not happy with a class we welcome your feedback and would love to have a conversation with you about other ways we may be able to support you.
Can parents attend the classes?
We prefer to keep the classes as parent-free zones so the young people feel more comfortable having open and honest conversations (if they choose to participate – they’re welcome just to attend and watch with their video off).
Can I view the classes on my phone?
Absolutely! We’ll use Zoom for the live classes which works great on your laptop, tablet or mobile phone. We’ve got links to supporting docs if you have any troubles joining in the member’s portal.
What if I can’t make it live?
We will record the classes (not the weekly check-ins) and make these available within 1 week (but usually within 48hrs) in the Vault of on-demand classes.
What if I don’t want my child to be recorded?
We’ll ensure that each student is reminded that they can keep their video off if they choose and encourage them to only use their first name when participating in a class to protect their privacy. If you have specific concerns about this please reach out – email@example.com.
Get in touch with us at firstname.lastname@example.org with any questions or to book in a chat. We’re always here for you.