Login Change + Feedback Award & Reminders

⚠️ UPCOMING DASHBOARD LOGIN CHANGE ⚠️

On Friday, June 28th, we will be switching to a new login system for tutors. Instead of using your phone number to log in, you will be required to use your email address and password.

When the new system is deployed, please complete the following steps:

  1.  Log out of the dashboard
  2. Click the Reset Password link at yup.com/users/sign-in
  3. Enter your Yup-associated email address
  4. Check your email for a reset password link
  5. Follow the instructions to set your password
  6. Login using the new method!

It’s important that you update your password before it’s time to log into your next shift following the update next week – this will ensure that no sessions are dropped as a result of tutors being unable to login.

If you don’t remember which email is associated with your Yup account OR you wish to change it, please email tutor.support@yup.com as soon as possible.


GENERAL REMINDERS

Submitting Disputes:

  • Please limit disputes to three per month (based on when the session occurred), and submit within a week of when the session was conducted
  • Please stick to the guidelines for dispute eligibility: sessions that earned less than 8 points; sessions tagged Gave/Wrong Answer or  Content Knowledge.
  • Please do your best to explain why you feel you were inaccurately scored.

Answer Check Policy:

  • Reminder that we should only ask a student for their work/thought process once – if they refuse, please proceed with checking answers rather than continuing to press. (Relevant newsfeed post.)

Shift End Policy:

  • If you are with a student when your shift ends, you should only end the session if 1) you have found an answer together after your shift has ended OR 2) you have worked with the student for 30 minutes past the end of your shift (Relevant newsfeed post.)
  • When ending a session for one of the above reasons, please let the student know you have worked past the end of your shift (feel free to use a canned response for this!)
  • This policy was created to avoid poor student experiences near the end of a tutor’s shift. If your schedule does not allow you to follow this policy, email scheduling@yup.com

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Surinder Kaur 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 Surinder’s exceptional student feedback comments:

  • “Thank you so much! Made a stressful night with a lot of hard problems much easier. I hope I get you again soon!”
  • “I would love to be paired up with her again. It was a very productive and fast session.”
  • “Thank you so much Ms. Kaur lol now because of you I can go to the theme park with my friends!!! Yay!”
  • “This question was on my recent SAT so thank you for helping me understand how I could have done it :)”

Happy tutoring!

— Team Yup

IMPORTANT: Chrome 75 Update

Tutors, please avoid updating to Chrome 75 if you can at all avoid it as it is not compatible with the current build of the Tutor Dashboard.

  • Please note that going to check which version of Chrome you currently have will prompt the update to download unless you previously disabled auto-update.
  • If you have already updated to the newest version of Chrome and are facing issues in-shift that prevent you from effectively teaching, please send a Report Bug report, end your shift and email tutor.support@yup.com to let us know.
    • This will not be held against you but it’s important that you document the bug so we can address these issues. 
  • Our engineers are working on addressing the issue now, but in the meantime here is an article that explains a few different ways to disable auto-updates for both Windows and Mac:
  • Feel free to post questions in the #announcements thread on Slack and we’ll keep you posted in the coming days on when it is safe to manually update to Chrome 75 without issues on the Tutor Dashboard.

Thanks and have a great weekend!

— Team Yup

Tutor Survey, Summer + #random

TUTOR SURVEY RESULTS

Thank you to everyone who participated in our recent Tutor Satisfaction Survey! Here are some of the high-level takeaways from your responses:

  • OVERALL: The majority of the tutor team is satisfied with Yup, feels motivated/valued, and feels respected in communication with Ops
  • FEATURES: Canned responses and the general interface were rated amongst the best tools, while content cards and the whiteboard were most often flagged for needing improvements
  • SCHEDULING: Most of the team is satisfied with scheduling policies; one common request was to increase the frequency of scheduling issue emails (a change which has already been implemented – see below!)
  • BONUSES: While the team generally understands the bonus system, we did receive helpful feedback regarding how bonuses could be more fairly administered/more reflective of performance
  • EVALUATION/QA: Thoughts on the QA system are similar to that of bonuses – largely understood, but with feelings that there may be better ways we could go about assessing performance or grading sessions
Breakdown of Survey Responses

Short Term Solutions:

  • Increased  frequency of scheduling issue emails to weekly
  • Addition of #random slack channel to strengthen community (see below!)
  • Revisiting eligible vs. ineligible sessions and how we grade them
  • Following-up on feedback from tutors more often via newsfeed/Slack/1:1
  • Revisit and communicate TQM role application process


Long Term Solutions:

  • Upcoming bonus analysis and revisit
  • Consideration on how to address multi-problem sessions
  • Reworking of evaluative process to be more fair, and more clearly communicated

SUMMER SCHEDULE REMINDER

As many of you know, Yup functions on a reduced schedule every summer to adapt to a decrease in traffic. This year, we will be implementing the reduced summer schedule starting Monday, June 10th.

If you have preferred hours to give up, please submit an “Update Availability” request via the Yup Scheduling Form by this Sunday, June 2nd. You will then receive a new, temporary schedule from us by June 5th.


NEW SLACK CHANNEL – #random

Going through Tutor Survey responses, we saw multiple suggestions for a less formal Slack channel in which tutors can connect on a personal level. We are so excited for you all to use the new #random channel to get to know each other and put personalities to the names you often see. If you haven’t already done so, please introduce yourself and tell us a little bit about your background and what is important to you when you aren’t teaching math!

Launch #random Channel

 

Happy Tutoring!

— Team Yup

Introducing: Student Canned Responses

As an online tutor, it can be tricky gauging how a student is feeling about a lesson or concept. Tutoring in-person, we draw upon non-verbal cues like facial expressions and body language to read a student, then adapt accordingly. In a chat setting, we are entirely reliant on the student’s ability to share this information with us.

This past week, we introduced a new feature that aims to take some of the guesswork out of determining a student’s learning needs. Student Canned Responses provide students with handy shortcuts for expressing themselves during a session.

Check out the following infographic which outlines the new student canned responses and provides tips for responding to them during a session:

As always, please don’t hesitate to reach out to us with feedback via the #new-ideas channel on Slack or via email at tutor.support@yup.com.

Happy tutoring!

— Team Yup

New Live Whiteboard + Paid Survey Reminder

NEW FEATURE: LIVE WHITEBOARD

One of the most valuable ways to engage students is with visual aids that allow them to grasp a concept in ways that can’t be achieved with text alone. However, illustrating concepts and annotating images using the whiteboard does take time, and can unfortunately disrupt session flow.

To solve for this problem, we are introducing Live Whiteboard! We believe that if students can view tutors’ whiteboard in real time, this aspect of a session will feel less time-consuming. Imagine sitting in a classroom and watching your teacher write on the board; this feature mimics this experience to create a more engaging learning environment.

What does it look like for the tutor?

View of the whiteboard when the LIVE feature is engaged, featuring the LIVE indicator along with the "On/Off" switch in the top left corner.

What does it look like for the student?

When the whiteboard is live, the student can click the LIVE button in the top right-hand corner to launch the whiteboard view.

How does it work?

  • When the Live feature is enabled, your student will be able to see anything that you put on the whiteboard
    • You do not need to change anything you do! Just be aware that when you add items to the whiteboard, your student can see them.
  • It is still important to send an image once you’re finished working on it
    • If you don’t send an image, your student can see it but won’t be able to refer back to it later on (and you won’t be able to reuse it from the gallery.)
  • A stable internet connection is vital in order for the feature to function
    • The live option whiteboard will be disabled if either your internet connection or the student’s isn’t stable.

This feature will be launching next week for most students. As always, please let us know about any feedback (good or bad!) in the #new-ideas channel on Slack!


REMINDER:  TUTOR SATISFACTION SURVEY

If you haven’t done so already, please take a moment to complete the compensated Yup Tutor Satisfaction Survey.

Because this survey covers a lot of areas of being a Yup tutor and will take time to complete, we are offering 1-hour of compensation for completing the survey thoughtfully and within the given deadline. We ask that you complete the survey no later than 11:59PM PDT on Monday, May 13th.

Complete Paid Tutor Survey  › 

Your responses will aid us in making important policy changes and feature improvements while giving us a general sense of what we can do to ensure you are having a rewarding experience on the Yup team!

Happy Tutoring!

— Team Yup