Frequently Asked Questions

If a student asks a question that is outside of your scope as a volunteer, it is important to remind the student that you are there as a volunteer to support them in improving their English and that you don't have the answer to the question they are asking. 

Encourage the student to contact relevant organizations or support services for further assistance with their specific needs. It is completely appropriate for you to redirect the student to reach out to their supervisor at GMS or their peer mentor at BYU-Pathway Worldwide. Their peer mentor is the best first point of contact for most questions. 

If a student asks for a job, a laptop, or financial support, responding with empathy and compassion is essential while maintaining appropriate boundaries. Refrain from providing direct financial assistance.

Many of the students you are working with don't have ideal internet/Wi-Fi access. You are not expected to become a technology expert, but you can assist these students by recommending some basic troubleshooting steps such as checking their internet connection, refreshing the page, or restarting their device. 

If the issue persists, suggest alternative communication methods, such as using a different platform or switching to audio-only if video is causing problems. Maintain patience and reassure the learner that technical difficulties are common and can usually be resolved.

If the effectiveness of the session is compromised by bad internet/Wi-Fi, you may need to ask the student to reschedule their session for a different time when the issues are resolved. 

It is okay to suggest that a student go to an institute building or location where they know they will have a good Wi-Fi connection for future sessions (if these facilities are available in their location).

It's generally recommended to maintain communication with students only during scheduled chat sessions to uphold professionalism and appropriate boundaries. Encourage students to reach out during designated session times for support and guidance. 

There is a chance that you may be helping a student who is not a member of the Church. This is a wonderful opportunity to be a missionary; pray with them, and help them feel Heavenly Father’s love. Feel free to answer any questions they may have about the Church. 

Although rare, if a student is in a crisis, for example, if they start to talk about suicide, it's essential to prioritize their safety and well-being. Remain calm, listen actively, and offer support while encouraging them to seek professional help or contact emergency services.

Please also report this immediately to Amanda Huertas - English Chat Coordinator:

• Email: Amanda.Huertas@churchofjesuschrist.org 

• Cell/WhatsApp: (+54) 2914719864

OtterAI is an AI assistant that can help students take notes during their English Chat session. However, it will join a meeting even if the student forgets to join the meeting. If this occurs, you should make sure and report it on the attendance form so that we can follow up with the student and make sure they are not using OtterAI inappropriately.

The amount of English Chat sessions you will have each week will vary based on the amount of students who are able to attend a session at the times you have scheduled. One week may be completely full and the next week could be empty based on students choosing the best possible time for them to meet. You may also occasionally experience students that miss their appointments or students scheduling a session with you last minute. 

Please review the Providing Feedback section found on the Orientation page.

You can find advice for selecting a topic in the Chatting with the Student section on the Orientation page.

Please share the following link with them: https://forms.office.com/r/VckyUrVhBq

You can also find a English Chat Volunteer Flyer to share with others in the English Chat Volunteer WhatsApp Group, join using this link.