COVID-19 Operational Advisories (Regular Classes)

Latest COVID-19 Operational Advisory (Regular Classes)

Updated: 03 April 2020, 11.00PM

Dear Concerned Parents,

We hope that you and your family are doing well!

Here are some quick updates regarding our Centre’s operations in light of the recent safe distancing measures implemented by the Ministry of Health.

These measures are designed to significantly reduce movements and interactions in public and private places, in a bid to curb the local transmission of COVID-19.

 

(A) Changes to our Customer Care Operations

(1) Our reception will be closed from 7 April 2020 (Tuesday) to 4 May 2020 (Monday).

(2) Although our reception has to be closed, our Customer Care team will continue to support you with your questions during this period as they will be working from their homes during their allocated shift periods.

(3) Please refer to the following support channels:

☎️ Phone Calls/ WhatsApp: For enrollment enquiries (e.g. registration/withdrawal, fee payments, lesson make-ups & class transfers)

Our team of senior staff has been assigned to hold onto the Company’s mobile phones during the aforementioned period.

Our phone lines and WhatsApp support channels will continue to function during our usual operating hours:

– Monday: 12PM to 7PM
– Tuesday to Friday: 12PM to 9PM
– Saturday to Sunday: 8.30AM to 7.30PM

🖥 Technical Help Over Website Live Chat: For technical enquiries related to your child’s digital learning experience

👉🏻 Click on this link to pull up the chat window: https://pique.one/helpdesk

We have decided to dissociate technical help from our WhatsApp support channels so that we can help those who need assistance immediately.

Our Live Chat system allows us to help multiple parents at once by assigning tickets to available Customer Care team members. This is much more efficient as compared to texting us or calling us.

 

(B) Digital Lesson Experience

(1) There will be 𝗡𝗢 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 to the digital lessons. Meeting IDs and passwords will still be disseminated to you via Email and WhatsApp & your child is expected to continue his/her online lessons.

(2) As part of our Business Continuity Plan (BCP), we have invested in plenty of equipment to boost our team’s productivity at home. This includes additional network infrastructure for our academic members so that they can continue to conduct lessons reliably at home.

(3) Students who are attending the Grade Accelerator Programme (regular classes) with us would have received the materials needed for the next three academic weeks.

Our team is also working round the clock to produce the materials for the subsequent academic weeks.

For safety & logistical considerations, we will be couriering these materials to your residence at NO EXTRA COST 😄 to you. More information will be sent to you via WhatsApp sometime next week once we are ready.

– Academic Week: 23rd April to 29th April
– Academic Week: 30th April to 6th May
– Academic Week: 7th May to 13th May
– Academic Week: 14th May to 20th May
– Academic Week: 21st May to 27th May

🔺(5) We will also be suspending all topical test submissions/collections from our Centre.

If your child is required to submit the topical test to our academic team, please use a desktop scanner or a phone app (e.g. CamScanner) to scan the paper as a SINGLE PDF before sending the test to us at submit@thepiquelab.com.

 

Moving Forward

While these measures are understandably disruptive to our usual operations, our team will continue to adapt and support our community members in the best way possible in our own capacities.

We seek your kind understanding and patience during this period if we are unable to get back to you as promptly as we usually do prior to this COVID-19 situation. We’ll also be putting up a list of frequently asked questions (FAQs) on the academic updates page so that you can continue to be kept informed.

Thank you & stay safe!

💕 Together With You,
The Pique Lab

COVID-19 Operational Advisory (Regular Classes)

Updated: 24 March 2020, 10.00PM

Dear Concerned Parents,

In light of the latest developments of the coronavirus situation in Singapore, we will be adhering to the latest directive by the Ministry of Health (MOH) that was released on 24th March 2020.

All centre-based tuition and enrichment classes will be suspended from 26 March 2020, 2359H to 30 April 2020, but may be extended if the situation does not improveThis is to reduce the intermingling of students from different schools and enhance the safety of the students in Singapore.

Section 1: What Does It Mean For Your Child In Term 2

Section 2: Step-by-Step On How Our Video Lessons Work

Section 3: Next Steps With The Pique Lab

Section 4: Last Notes By Our Team

Section I: What Does It Mean For Your Child For Term 2? 

In order for us to continue supporting your child during this period, we will be conducting the following Grade Accelerator Programme (GAP) lessons (i.e. weekly, regular classes) using video:

    • Primary 3 Grade Accelerator Programme
    • Primary 4 Grade Accelerator Programme
    • Primary 5 Grade Accelerator Programme
    • Primary 6 Grade Accelerator Programme
    • Secondary 1 Grade Accelerator Programme

These video lessons will be carried out during your child’s existing scheduled regular class.

For instance: If your child attends a Primary 5 regular class with us every Wednesday from 5PM to 7PM, it will be carried out at the exact same timing online.

Based on conservative estimates, you can expect this arrangement to happen for the whole of Term 2 (i.e. April, May and June).

If the government were to allow centre-based tuition classes to carry on at some point in time, we will re-evaluate the feasibility of running offline lessons, concurrently with online lessons.

Here’s The Thing:

Our team of teachers will continue to do our best to coach our students in our online classes as we usually do in our offline classes. This is OUR commitment to EVERY student at The Pique Lab.

We will be sharing how we plan to execute for video lessons (see: the next section on how our video lessons work), so that we can continue to help your child learn in a safe environment in the upcoming months.

If you have paid for Term 2 lessons and are considering to join us for Term 2 lessons, we would like you to review what we have planned (see: the next section on how our video lessons work), so that you can make a more informed decision for yourself.

However, we completely understand if you feel dissatisfied or uncomfortable with our digital plans.

As such, we will make necessary arrangements for a full refund of Term 2 fees (if payment has been made) OR process a class withdrawal (if payment has not been made yet).

Should the situation change for the better later in the year, we welcome your child to consider attending classes with us again. 🙂

Meanwhile, please read on!

Section 2: Step-by-step Guide On How Our Video Lessons Work

 

Step 1: Receiving Your Child’s Lesson Handouts

Worksheets for the next four academic weeks will be made available for collection or hand-delivered to your door-step via our trusted courier partner, Urban Fox, which will repeat every month in the term:

  • 26/03/2020 – 01/04/2020* (skipped if your child attended the last offline class at our centre on 26th March)
  • 02/04/2020 – 08/04/2020
  • 09/04/2020 – 15/04/2020
  • 16/04/2020 – 22/04/2020

Why Do We Do That?

(A) This process eliminates the inconvenience of printing the handouts or having your child attempt the questions electronically.

 

(B) Given that your child’s upcoming examinations are very likely to be done on paper, we want to retain the familiarity behind attempting questions and writing answers on paper. It is very important to not lose this touch, especially with the increase in digitalised learning during this period.

*For the academic week (27/03/2020 –  01/04/2020): We will be emailing the materials to you so that your child can have them prior to the video lesson.

IN ADDITION, we will also be sending the hard copy of this week’s materials to you via courier delivery, along with the next 3 academic weeks & you can expect to receive them some time next week.

 

Step 2: Receiving Your Child’s Class Access Link

Your child’s teacher will be conducting the video lesson at his/her current scheduled day and time of his/her existing regular class.

These classes will be presented/streamed on Zoom, our online video lesson partner. You shall receive a link for your child to join the class.

💕 We will also send you a video walkthrough on how to set up your Zoom lesson on your device.

 

Step 3: Attending The Lesson

Clicking on the link during the scheduled slot brings your child into the digital classroom where he/she will see the teacher and his/her classmates.

For the best learning experience, your child needs to switch on his/her web camera and microphone.

The teacher will conduct the lesson accordingly as he/she would usually do in an offline setting.

A 5-10 minute break can be expected during the middle of the lesson. During which, students may use the restroom or have a snack.

If your child has any question(s) at some point during the lesson, he/she may raise his/her hand or ask them in the ‘Chat’ box.

 

Step 4A: Managing Homework

Your child’s homework will be given to you in the same parcel in Step 1.

Instructions for the homework will be communicated during the video lesson. We will also send an email to you after the end of each lesson to share the instructions for the homework.

Your child is expected to complete his/her homework on paper dutifully as how he/she would have done previously.

🔺 Due to logisitical considerations, we will not be collecting your child’s homework during this period. Instead, we will be sending you the answer sheet for the homework via email after the end of each academic week.

💕 You have our assurance that your child’s teacher will review important questions in the homework in the next video lesson.

Step 4B: Managing Diagnostic Tests

At some point in time during the academic term, your child may be given a test to assess his/her learning progression.

📌 Scan your child’s completed test using a desktop scanner OR a mobile phone app (CamScanner) and save it as a SINGLE PDF document.

Next, we’ll need you to send that PDF to us via email at submit@thepiquelab.com using the following subject title in this format:

[NAME OF TEST] – [CLASS CODE] – [FULL NAME OF CHILD]

For Example: “Heat Energy Topical Test – WED5ZA – Chen Xiao Ming”

Your child’s teacher will then mark the topical test & send it back to you via email.

You may expect the topical test to be marked and returned to you within 7 to 10 working days after we have received your submission (i.e. the usual turnaround time in an offline class).

🔺In light of the elevated set of COVID-19 prevention measures by the government, the Centre’s reception will be closed till further notice. As such, please take note that the following method of submission has been phased out with effect from 3rd April 2020 (Friday):

Drop the completed test off at our front desk (Serene Centre, #02-20) within 7 days after the end of the scheduled lesson.

 

Section 3: Next Steps With The Pique Lab

Our Customer Care team will reach out to you for your preference via WhatsApp within the next 3 working days (27th March 2020 (Friday) to 29th March 2020 (Sunday)).

✅ If you are comfortable with our video lessons, we will proceed with Term 2 lessons as scheduled!

Our teachers will continue to support your child in his/her learning from Term 2 onwards:

  • Your child will continue to receive our highly targeted past year examination practices on a weekly basis.
  • Your child will attend lessons with us on our video platform with his/her teacher.
  • We will also send you step-by-step instructions on how to set things up.
  • The materials will be sent to your place, including the answer sheets wherever applicable. Diagnostic tests will also be marked & returned to you via email.
  • We will also be addressing any question(s) that your child may have about learning during and after our lessons.

❌ If you are dissatisfied or uncomfortable with our proposed plan above, we can process a class withdrawal for your child.

Please take note that once a withdrawal has been processed, we will no longer reserve a seat for your child in our classes & the seat will be offered to other students.

If you have made payment for Term 2, we will process the refund accordingly via bank transfer to your preferred bank account.

Section 4: Last Notes By Our Team

Over the past 7 years, we have managed to help thousands of primary school students excel in Science using our proven methodology and we are able to do that because we care for our students.

We believe that we are able to tide through this crisis together as a team, working closely with your child along the way in this journey.

We would like to extend our sincerest gratitude to parents reaching out to us & showing your generous support during these troubling times.

Please rest assured that we will not let you down & will continue to do better in creating a fantastic learning experience for your child.

Thank you & stay safe!

💕 Together With You,

The Pique Lab Team

Last Updated: 24/03/2020, 22:00H

Frequently Asked Questions

Q) Why do you have to courier the worksheets to me? Why can't I print the worksheets on my own?

Our team has decided to courier the documents to you as this eliminates the inconvenience behind printing the handouts or having your child attempt the questions electronically.

Given that your child’s upcoming examinations are very likely to be done on paper, we want to retain the familiarity behind attempting questions and writing answers on paper. It is very important to not lose this touch, especially with the increase in digitalised learning during this period.

Lastly, this decision was made to protect our organisation’s intellectual property interests.

Q) What happens if I or my child experiences any technical issues?

(1) We will be sending you a user manual, along with a video walk-through on how to set things up.

(2) We strongly suggest that you and your child conduct a demo session before the actual lesson.

(3) If you still experience any technical difficulties, please try on an alternative device.

(4) If you are still unable to resolve your problem, our Customer Care team can help you out at our premises.

However, we will need you to make an appointment with our Customer Care team via WhatsApp prior to dropping by, so that we can assign an available technician to help you out when you arrive.

Our academic team will not be available for consultations when you or your child drops by.

Q) Can my child access the live video lesson on two or more devices?/ Can I share access with my friends?

No, we only permit one student to be connected to the live video lesson at any point in time.

This is because we need to be fair to all of the students who have paid for academic support & also to prevent the abuse of our video lessons.

Attendance will be taken before the start of the lesson. Unidentifiable students or duplicate students will be removed from the lesson.

Q) What happens if my child is unable to attend the scheduled live video lesson?

If your child is unable to attend a scheduled video lesson, please reach out to our Customer Care team to arrange for a make-up lesson in any of our existing scheduled video lessons within the same academic week.

Please take note of the following terms & conditions for make-up video lessons:

(1) Our academic week starts on a Thursday and ends on a Wednesday in the next week. (NOTE: We may not have classes for your child every day and at every time slot. Please check with us for the list of available classes.)

(2) Please request for your video make-up lesson at least twenty-four (24) hours in advance and no earlier than thirty (30) days in advance.

(3) If your child missed his/her scheduled make-up video lesson, we will not be able to offer a second make-up video class.

Q) Why am I unable to record the live video lesson?

Due to the sensitivity of the material, we are not permitting video playbacks in order to protect the organisation’s intellectual property interests.

As such, we seek your kind understanding to get your child to pay close attention during the lesson and ask any questions if he/she has them.

Besides, our teachers are also available to address any Science-related questions on the academic WhatsApp line during this entire period. 

Q) When will you resume offline lessons?

Presently, it appears that we are in the infancy phases on this global pandemic and there is no clarity as to when the existing precautionary measures will be relieved by the ministries. 

Given our present resources, we are only able to support one form of learning at any point in time.

Based on the current plan, video lessons will take place for the whole of Term 2. We will continue to assess the situation and advise our next steps for Term 3.

We are also trying not to change our plans rashly in order to avoid bringing more inconvenience and distress to our community.

Q) I'm only interested in offline classes. Can I reserve my seat or credit my fees in case the situation gets better?

Presently, it appears that we are in the infancy phases on this global pandemic and there is no clarity as to when the existing precautionary measures will be relieved by the ministries. 

Given that there are limited seats available in our classes and business overheads, it is only fair and just if our existing resources go towards helping paying students.

While we appreciate your support for our offline classes, it is also important for us to continue to sustain ourselves, so that we can give more value to our community. If you are uncomfortable with our digital plans, you can explore other alternative education partners who can best serve your child during this period.

When the situation recovers, you may check back with us on the availability of our classes and our Customer Care team can advise you from there.

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