Admin Proctoring Standard Operating Procedures (SOP)
1. PURPOSE & SCOPE
1.1 Purpose
To ensure safe, ethical, effective, and monitored online teaching by enforcing platform-only interaction between tutors and students, preventing personal contact exchange, and maintaining academic quality under Pakistani socio-cultural norms.
1.2 Scope
This SOP applies to all tutors, students, parents, and administrators for all teaching sessions conducted under MENTISERA Home Tuition.
LEGAL & CULTURAL COMPLIANCE
This SOP is designed to ensure:
- Protection of female students and tutors through monitored, safe interactions.
- Establishment of parental trust via transparency and accountability.
- Mitigation of corporate liability by enforcing clear, uniform policies.
- Full compliance with the cultural and ethical expectations of Pakistani society.
2. NON-NEGOTIABLE PLATFORM RULES
2.1 Communication Isolation Rule (CIR)
Tutors and students must not exchange: phone numbers, email addresses, WhatsApp / Telegram links, or social media handles. All interaction occurs only within the MENTISERA platform.
2.2 Teaching Mode Restriction
External tools (Zoom, Meet, WhatsApp, phone calls) are prohibited. Only the MENTISERA Virtual Classroom is permitted. Violation will result in disciplinary action.
3. ADMIN PROCTORING RESPONSIBILITIES
3.1 Admin Authority
Admins are authorized to:
- monitor sessions (live or recorded)
- intervene when misconduct is detected
- issue warnings
- suspend sessions
- restrict or terminate accounts
4. SESSION PROCTORING PROCEDURE
4.1 Session Initiation
Session auto-logs:
- tutor ID
- student ID
- timestamp
- subject
- duration
4.2 Live Monitoring
Admins may:
- join silently (no notification to tutor/student)
- observe video, audio, screen share, chat
- monitor teaching methodology & conduct
4.3 AI-Assisted Monitoring
System automatically scans for:
- numeric strings (phone numbers)
- email patterns
- phrases suggesting off-platform contact
- inappropriate language
- extended idle time
- syllabus deviation
Triggers generate Proctoring Alerts where deemed necessary.
5. SESSION RECORDING & DATA RETENTION
5.1 Recording Policy
Each session is recorded with:
- video
- audio
- chat
- whiteboard
- attendance logs
5.2 Retention
Standard retention: 90 days
Flagged sessions: 1 year
Legal cases: retained as required
All data is encrypted and access-controlled.
6. TUTOR QUALITY CONTROL PROCESS
6.1 Tutor Performance Metrics
Admins evaluate tutors based on: punctuality, completion rate, student retention, syllabus coverage, proctoring flags, and parent feedback.
6.2 Discipline Ladder
| Level | Action |
|---|---|
| 1 | Soft warning |
| 2 | Written notice |
| 3 | Temporary suspension |
| 4 | Mandatory retraining |
| 5 | Permanent ban (CNIC locked) |
7. STUDENT & PARENT SAFETY
7.1 Parent Visibility
Parents can: view session summaries, access recordings, track tutor punctuality, and raise concerns.
7.2 Complaint Handling
Complaints auto-generate tickets, are reviewed within 48 hours, and are resolved based on evidence.
8. ESCALATION & INCIDENT MANAGEMENT
8.1 Critical Incidents
Immediate escalation if:
- personal contact is shared
- harassment detected
- repeated policy violations occur
8.2 Admin Response
session paused or terminated, account restricted, incident report logged, final action approved by Super Admin.