Hi team! We want to provide a quick update on the upcoming TGP Refresh. For those who were around for the last refresh, the process will look quite similar per the positive feedback we received.
Please see below for the timeline:
- 2/2: All session disputes are due by 11:59pm PT Sunday
- 2/3 5pm PT: All disputes processed and new levels communicated via email (we will also keep tutor workbooks set to the winter cycle so you can verify metrics)
- 2/3-2/4 5pm PT: Any tutors moving down levels will have 24 hours to remove hours as needed; an email will explain the process for how to do so
- 2/4-2/5 5pm PT: New tutors moving to Level 2 and all Level 4 tutors will have the chance to add hours; an email will explain the process for how to do so
- 2/5-2/6 5pm PT: Other tutors moving up to Level 2 and all Level 3 tutors will have the chance to add hours; an email will explain the process for how to do so
- 2/6 Evening: New cycle schedules to be confirmed with all tutors via email
- 2/7: Typical 10am PT release for week of 2/10 will reflect new schedules
Additionally, a quick logistics reminder we hope you find helpful:
- Expect January payroll on February 5th per our typical policy
- January payroll rates will reflect current cycle Level
- New cycle Level will be applied starting February payroll
And for our US tutors, please note that we are sending out 1099s in the next week
- We are reaching out from email@example.com to confirm relevant information
- A number of tutors need to sign W9s – please do so ASAP (by 1/27)
- If you have moved recently, please let us know your updated address
As always, please reach out to firstname.lastname@example.org with any questions!
Hi all, welcome back! We’re looking forward to this new semester with you.
Congratulations to Karthik Govindan for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.
Some of Karthik’s exceptional student feedback comments include:
- “My first math tutoring session ever and I’m happy to say it went really well”
- “thank you so much for the advice you gave me…I will be sure to use your strategies in the future. thank you :)”
- “you have tutored me twice this evening, and for both times, I am grateful. I appreciate the patience you have with my lack of concepts I have learned. you’ve taught me through examples, then asked me to apply them to my problem, making the problem solving experience better. thank you so much :)”
- “thank you so much for taking the time to help me! you went back to the question and resolved it just to double check, which I appreciate so we would stay on the same path. you made it easier to solve & we took the path that I was more comfortable, which I’m grateful for. thank you so so much for the assistance :)”
- “you tutored me just yesterday, and the session from yesterday went equally well as today’s…I appreciate all the help & explanations today, as you went at my pace. thank you so so much :)”
Way to go Karthik!
Happy Holidays Yup Tutors!
It is now officially winter break for most students in America. We hope you all enjoy your own well deserved breaks! The Yup Operations Team will also be working in a limited capacity during this time. Please expect delayed responses to any messages until we return on January 2nd. Reach out to email@example.com with any emergency questions or requests!
Disputes Policy Update
Per your feedback, we’ll be updating our dispute policy beginning in January 2020!
- Tutors will now be able to submit an unlimited number of disputes
- Dispute score minimum has been raised to 8
- However, once a tutor has their second dispute rejection in a month, no more disputes will be considered for that month – even if already submitted
- Disputes must be submitted within 7 days of grading or up until monthly deadline, whichever comes sooner
The goal of this policy is to allow maximal flexibility in submitting disputes without overloading Sharon, who personally reviews each dispute. We anticipate this new policy will allow for an increased number of disputes per tutor – but please be thoughtful about what sessions to dispute so as not to reach your limit!
As always, we are happy to hear feedback and will continue to iterate on these policies. Please note that amendments will not be made to session scores/categories/tags; we are only able to ignore scores. Additionally, we will continue to disallow tutor disputes of thumbs up/thumbs down at this time, on the grounds that such disputes are often too subjective.
Thank you and happy tutoring!
TGP Survey Feedback:
Thank you for all your responses to the Tutor Survey! It’s very important to us that we incorporate tutor feedback in our systems and processes. We hope to create an environment where you feel comfortable reaching out at any point with observations and suggestions!
We’re happy to announce that the overwhelming sentiment is that the TGP Refresh Process went smoothly. That said, we also heard back on a few new policies that will be areas of focus for improvement. These included the introduction of the Poor Communication tag, improvements to the whiteboard, and easier ways to see which hours are available. A few notes on how we’re responding to those points of concerns:
- Clarifying Poor Communication Tag: While this tag does make a session eligible, it does not impact pedagogy scores. We’re continuing to align on this tag so that it accomplishes the goal of improving tutor communication without overly penalizing.
- Whiteboard Improvements: We’ve moved up whiteboard UX/UI improvements on our product roadmap, but it will take some time to revamp. It is a fairly large engineering endeavor.
- Hours Availability: We’ve introduced a Google Sheet tutors may use to list available hours in advance
- Detailed breakdown of the survey can be found here. Enjoy!
Winter Break Schedules:
In anticipation of students going on break for the US winter holidays, we will be implementing a Winter Schedule that extends from December 20th to January 5th.
Process: Yup Scheduling will manually reduce scheduled hours for each tutor, with the goal of reducing hours in a proportionate and fair manner.
- Please email Yup Scheduling by end of day 12/10 if you need to remove specific hours from your holiday schedule (e.g., take vacation for two weeks).
- Unfortunately, we are unable to offer special consideration for keeping hours – it would be unfair to all tutors to attempt to make special accommodations for individuals.
- Keep in mind this is only 2 weeks – apologies if you feel your hours are not perfect!
Final winter schedules will be emailed to tutors on 12/13.
As always, please let us know at firstname.lastname@example.org if there are any questions. Happy tutoring!
Congratulations to Prabhat Kumar Kushwaha for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.
Some of Prabhat’s exceptional student feedback comments include:
- “Mr. Kushwaha was not only encouraging but, he also helped me figure out the correct answer by thoroughly explaining the problem and helping me through the process. :)”
- “Thank you for being extremely thorough and helping me visually see where I went wrong in my work! Thank you for being kind and understanding.”
- “thank you SO SO much for your time and help today!! you thoroughly explained many concepts & cleared up various questions I had. I appreciate all the guidance today :)”
- “Thank you so much that problem was impossible at first but now I can’t wait to do more math.”
- “Thank you so much for the help! You were very friendly and really helped me to understand the problem better! I could definitely see how much you love math!”
Way to go Prabhat!
Launching “Favorite Tutors” Feature
We know that students can sometimes work better with certain tutors. In response to both student and tutor feedback, we are excited to announce a new upcoming feature for students.
Starting on Wednesday, December 4 students will have the chance to “favorite” tutors whom they enjoy working with. This will increase the likelihood that the student and tutor are matched in the future!
We anticipate students might mention or ask about this feature in sessions. Please direct students to reach out to email@example.com with any inquiries.
As always, let us know if you have any questions at firstname.lastname@example.org. Happy Thanksgiving to our US based tutors and a happy weekend to all!