Professional Development + Dashboard Update

Introducing: Professional Development Program

We are excited to announce our new tutor Professional Development program! This program aims to help tutors improve on the rubric standards they struggle with most by providing concise video training.

Starting Monday, July 23rd, we will begin tracking rubric standard scores to identify tutors who earned a “No” on 30% or more of scored sessions for a given rubric standard over a 4-week period. If you are flagged for training, you will receive an email with further instructions.

Program Overview:

  • The program will involve watching a 3 – 5 minute video on an individual rubric standard and completing the associated quiz via PlayPosit
  • Each training exercise should take no more than 10 minutes, however, you will be compensated for 30 minutes of your time for passing the quiz
  • To pass you must complete the exercise within 1 week and score 100%, though you may rewatch the videos and retake the quiz as needed

Please let us know if you have any questions by contacting tutor.support@yup.com. We look forward to using this program to help you better understand Yup’s standards and expectations and grow as educators!

Tutor Dashboard Updates

Starting later today, July 18th, you will notice some structural changes to the Tutor Dashboard that we hope will improve your experience on the platform.  If you notice any issues or bugs, please send a screenshot as per the Bug Reporting instructions so we can pass on the issue to our engineering team. Please note the step that explains the Dev Console screenshot – this is the most important step for diagnosing a problem.

Happy Tutoring!

— Team Yup

Paid Training Video: Tutor Fault Tags

A few weeks ago, our Training Coordinator, Sharon Matsuoka, reached out to you with a brief survey to help us understand where your confusions were surrounding Tutor Fault Tags.

We used this information to create a new PlayPosit training video that focuses on how these tags are assigned, as well as how they can be avoided.

Using the image link below, please log in to PlayPosit, watch the video, and answer the interactive quiz questions. Complete this assignment before July 20th to earn 30 minutes of compensation. We have no doubt that you will find this webinar-style video informative!

If you have not yet received your PlayPosit credentials or need help logging in, please email tutor.support@yup.com.

— Team Yup

Dispute Policy Updates

New Policies for Submitting Disputes

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Starting this month, we will be enforcing changes to the Session Dispute policy that will hopefully help the Ops Team manage what is a large volume of incoming dispute requests received on a weekly basis.

While we do understand the importance of the Dispute channel, we want to make sure it is only being used when absolutely necessary:

AS OF JULY 2018

  1. Tutors can submit a maximum of 3 disputes per month
  2. For disputes related to rubric standards:
      • Sessions that earned a score of 8 or higher cannot be disputed
      • Tag disputes are limited to key tags (Gave Answer, Wrong Answer, Content Knowledge)

It is our hope that these changes will help curtail the number of disputes being regularly filed. That being said, if you ever have concerns about a session, the dispute process, or about any other Tutor Operations matter, please don’t hesitate to get in touch with us at tutor.support@yup.com. Your feedback is always welcome and much appreciated!


American Forth of July Holiday

If anyone (American or otherwise!) is hoping to take time off on Wednesday, July 4th please email scheduling@yup.com or use the Scheduling form so we can adjust your schedule accordingly (48-hour notice not necessary.)

Happy tutoring!

— Team Yup

Upcoming Gave Answer Experiment

Ops Experiment with GAVE ANSWER Policy

Image result for icon flat experimentAs part of our efforts to incorporate more tutor feedback into our evolution as a company, we will be conducting a test with the Gave Answer tag. Next week, we’ll begin a two-week experiment that will help us understand how this tag affects teaching and student experience.

For sessions created between Monday, 7/2 @ 12AM PDT through Monday, 7/16 @ 12AM PDT, earning the Gave Answer tag will not result in any QA penalties.

During this two-week period, even though Tutor Quality Managers will still apply the Gave Answer tag as usual, instances of this tag will not count toward any weekly Tutor Fault Tag limits, nor will the tag result in a Rubric Score of 0.

We encourage you to use this time period to experiment with your teaching habits, free from the worry of receiving a Gave Answer tag when you push information to struggling students.

That being said, although there are no Gave Answer Tag penalties during this period, we trust that you will continue to exercise good judgement in providing students with support and continue to teach with our rubric and values in mind.

If you have any questions about this change or the timeline for it, feel free to email tutor.support@yup.com.

— Team Yup

New Login Method + QA 3.0 Adjustments

NEW LOGIN METHOD

If you are facing issues with the new login method, please refresh the page to bring up the old login method and sign in using your username or Facebook details. If both of these methods are not working, please email us at tutor.support@yup.com so we can assist you.

If you were unable to start a shift on time this week due to the login method change, rest assured that this will not be held against you.

QA 3.0 ADJUSTMENTSRelated image

This Spring, we made major changes to our QA System and key tag definitions. Since then, we’ve identified a few more tweaks that will make our system more fair and accurate:

1. Tutor Fault Tags earned during new user sessions will no longer be weighed heavier. As always, treat new users with warmth and enthusiasm!

2. The 4-week limit for the absolute number of Tutor Fault Tags will be lowered to 15. The relative limit will remain at 25%.

3. The 4-week limit for key tags will be lowered to 15%, and the absolute limit for each will be lowered to 10. We expect that very few tutors will exceed these amounts. Our interpretation of the Gave Answer tag is likely to change in the coming month due to new initiatives aimed at improving teaching pace.

4. Tutors will be placed under review if their Composite QA Score falls below 8.0 during their first 4 weeks, 8.5 after their first 4 weeks, or below 9.25 for Tutor Quality Managers.

5. The bonus for earning zero Tutor Fault Tags will be based on the calendar month rather than on 4-week periods, and the minimum will be raised from 10 to 20 eligible sessions. To make up for the lower frequency and higher bar of eligible sessions, the amount will increase to $100.

These changes will take effect on Monday, June 18th. We will not enforce the new rules for sessions that happened before Monday, June 18th, meaning you can not be placed under review due to these policies until July 16th.

Let us know what questions you have!

— Team Yup