Your questions
The details behind
the decision.
Scope, responsibilities and how the service fits your school.
Who is the service for?
English language schools and international education providers seeking out-of-hours support. We discuss your student groups, accommodation arrangements and required cover before agreeing the scope.
What is included in the core service?
First-line remote response, practical coordination, escalation, recording of significant incidents and an agreed handover. The service agreement sets the actual scope.
What remains the school’s responsibility?
Safeguarding leadership, statutory responsibilities, disciplinary and formal management decisions remain with the education provider. The school supplies current procedures, contacts and operational information.
Does cover include physical attendance?
Physical attendance is outside the core remote retainer. Any call-out provision, availability, fees and direct costs must be separately agreed. Routine transfers and planned activities are also separate.
Can you use our existing duty number?
The operating model can use a number owned or controlled by the school, with MyJourney authorised to operate it during agreed hours. The technical arrangement and access need to be confirmed during setup.
What happens if a school contact cannot be reached?
Escalation routes, alternative contacts and authority need to be agreed before cover begins. The service follows the school’s procedures; urgent matters are escalated during the incident.
What happens to an incident at the end of cover?
An active serious incident should be escalated and transferred appropriately, rather than treated as closed because office hours have begun. The handover identifies remaining actions and the school role taking them on.
How is the fee agreed?
The proposal reflects the agreed service scope. Cover hours, centres, responsibilities and required staffing are considered when agreeing or reviewing the arrangement. Approved third-party transport and direct costs are separate from the core fee.
Can students and hosts contact the service?
Access and authorised callers are agreed with the school. Students and hosts should use the contact details supplied by their education provider, rather than the business enquiry form.
Can we see what a handover looks like?
Yes. The illustrative example shows contact details by role, actions, escalation status, outstanding follow-up and the next action owner. It is fictional and does not disclose real student information.
Here when it matters.