Updated: July 9 2026
Enriched supported campuses are in need to reliable coverage. Any time a guest educator (GE) accepts a role, school leaders are notified a role as been filled. In the event you need to cancel, this policy outlines how to let us know.
How do I contact Enriched?
Live Enriched support is available Monday through Friday 5am to 7pm ET. We can be reached by submitting a ticket or by emailing: support@enriched-support.zendesk.com
Please note: Enriched does not offer phone support. If you are reaching out via phone, you are contacting ESS and this is not the correct support team for those working with charter campuses.
How do I call out?
Earlier than 5pm CT (6pm ET) the evening before coverage:
- Submit a ticket to our Care Team, including your name, a clear request to cancel, the date of requested cancellation and your reason for missing the scheduled role
-
Cancellation (or request of cancellation) of role within WillSub+, Frontline or Red Rove
BE ADVISED: If you are unable to cancel the intended day, please do not cancel or request to cancel a different date within the scheduling portal. Please submit a ticket as instructed in step #1
After 5pm CT / 6pm ET, including the morning of = late cancellation:
In addition to the two steps above, please also:
- Submit official documentation of the emergency nature of the cancellation in their ticket. (Official documentation includes a doctor’s note, proof of ER or urgent care, visit, police report, roadside assistance receipt, etc.)
- Alert the campus directly to their cancellation
When am I in violation of the Attendance Policy?
- Requesting off after 5pm CT (6pm ET) and not providing official documentation of emergency*
- Directly alerting the school or an admin but not submitting a ticket
- Communicating a call out to an Enriched corporate team member but not submitting a ticket
- Canceling a role/requesting days off in WillSub+, Frontline or Red Rover but not submitting a ticket
- Not communicating an absence at all (i.e.: No Call/No Show)
- Listing a date as ‘No Show’ on your timesheet without submitting a ticket
- Leaving a timesheet blank and not communicating an absence by submitting a ticket
In case of emergency:
If you are physically unable to make it to campus and it is after the 5pm deadline or it is the morning of a scheduled role, you should still follow the steps outlined above when possible.
Documentation of an emergency is still required. Documentation includes: Dr. note, ER/Urgent Care/Clinic appointment confirmation, police report, roadside assistance receipt, etc.
Tardiness and schedule adjustment requests
Our campuses request specific hours of support from our GEs. When accepting any role, it is important that you can support the full role as requested. Be assured, we understand that issues arise and emergencies happen, however, GEs are expected to show professionalism by arriving on time to their campus.
What should I do if I will arrive more than 15 minutes late to a scheduled role?
Immediately Submit a Ticket. In your ticket, include:
- Your reason for arriving later than your scheduled start time
- A projected estimated time of arrival or notification that you will have to call out
- Provide documentation supporting the tardiness (picture of flat tire, car accident, etc.)
While we appreciate direct communication with the campus or an admin, it is your responsibility to submit a ticket.
What should I do if the school is asking me to stay later than I'm scheduled?
Before working additional hours, please submit a ticket to alert the Care Team. Campuses and districts have varied requirements in regards to hours worked and overtime charges. We want to ensure your hours worked are approved and that can only be confirmed in advance by our Care Team connecting with the school. Please submit a ticket before working additional hours.
Am I allowed to leave early?
If an admin lets you know your support is no longer needed or that your role is ending early, please submit a ticket to our team to alert us.
If you are requesting to leave early and it is less than 2 hours before the requested end time, please clear this with the campus directly. If it is more than 2 hours before the requested end time, please submit a ticket to our team to alert us to the change.
Special Reminders for Long Term GEs
Our GEs serving in long term or multi week roles are doing amazing work and are ideally acclimated to the culture of the campus they are supporting!
Any GE serving in a role that is scheduled in WillSub+, Frontline or RedRover remains employed by Enriched, not the campus they are supporting. As such, Enriched is responsible for your schedule and pay. Additionally, Enriched is also responsible for providing a replacement GE anytime you are out.
Long term GEs should be alerting Enriched to:
- Call outs
- Illness
- Late arrivals/ early departures
- Time off requests
- Emergencies requiring schedule adjustments
- WillSub+ schedule confusion/timesheet issues
- School Closures, local emergencies, severe weather
In summary:
regardless of the duration of your role or your relationship to a campus or admin, it is still the responsibility of each GE to communicate any schedule changes or adjustments directly to Enriched by submitting a ticket.
If you have any questions or concerns after reviewing this policy, please connect with the Care Team by submitting a ticket and they will be happy to assist.