SLACK TUTOR CHAT
If you are assigned a problem you are unsure about, please take a moment to upload the student’s image in the tutor-chat channel in Slack. Tagging all online tutors using the @here tag will alert your fellow tutors, along with any online TQMs, that you need assistance. If you need a moment to wait for another tutor to respond, politely let the student know that you are working on their problem, thanking them for their patience.
If you are online and receive a @here notification from a tutor struggling with a problem, please take a moment to provide assistance. If you are with a student when you’re tagged, the student takes precedence – however if you have any capacity to help please try your best to do so.
SHIFT ENDING POLICY UPDATE
Starting January 1, 2019, we are updating our policies surrounding ending your shift and overtime compensation. Here are the two changes to the policy:
- It will no longer be acceptable to pass sessions towards the end of a shift.
- Tutors will be expected to accept incoming requests throughout the entirety of their shifts. This will ensure students are connected in a reasonable time frame and have a great experience with Yup.
- Tutors should only claim temporary shifts or takeovers if they are available to extend into overtime. Due to the unpredictable nature of session length, please anticipate the possibility of needing to extend every shift you work by at least 30 minutes.
- If there are shifts in your existing weekly schedule that you cannot potentially extend into overtime, it is important to email firstname.lastname@example.org as soon as possible so we can adjust your schedule accordingly.
- In order to reward and incentivize overtime, we will be increasing the overtime rate from 1.5x your normal hourly wage to 2x your hourly wage starting January 2019.
This policy change aims to address an issue we’ve been seeing with dropped (unclaimed) sessions. It also helps us avoid situations where tutors have to leave mid-solution due to their shift being over, a common area concern for students and parents.
Let us know what questions you have!
— Team Yup