Humanity Launch + Scaling Updates

HUMANITY SCHEDULING LAUNCH

We’re proud to officially announce a soft launch of Humanity Scheduling Software for Yup tutors starting today, August 16th. Please keep an eye out for an introductory email as well as an activation email inviting you to the Yup Humanity Platform.

Full launch of the platform is expected to occur on Friday, August 30. We will send an email to all tutors to confirm this date closer to full launch.

Please note that all scheduling procedures and policies will remain the same for now. This means that you should still claim shifts through our Available Shifts Sheet and fill out the Scheduling form through next week. No changes made on the Humanity platform (such as shift claims or releases) will reflect on the final schedule until full launch.


TUTOR GROWTH PATHWAY

As a reminder, tutors have the opportunity to qualify for any Level based on their performance from August 5 – August 25. The new Growth Pathway system will launch on September 2, at which time we will implement all new policies touched upon in the webinar. Please continue to email us any questions at tutor.support@yup.com. Check out the following newsfeed posts to revisit the details of the program: 

 

AUTUMN SCHEDULING

In light of the upcoming Autumn scheduling process, we ask that each tutor submit their updated maximum availability for the 2019-2020 school year by Friday, 8/23 via the Scheduling Form’s “Update Availability” option. Yup will use this information to craft future schedules, doing our best to ensure that tutors receive the hours they want as per their pre-summer schedules (where relevant) and available hours.

In line with the creation of autumn schedules, we ask tutors submit any session disputes by August 25th. This will allow us to accurately assign Tutor Growth Pathway levels and schedule hours according to the program’s hour maximums by level.


Let us know what questions you have and Happy Tutoring!

— Team Yup

Webinar, Peformance Email & Schedule Software Launch

YUP TUTOR WEBINAR RECAP

Last week, we announced an upcoming initiative that will change how we incentivize tutor growth and performance as we scale: the Tutor Growth Pathway. Yesterday, we were pleased to be joined by over 20 tutors from across the globe for a live Tutor Webinar hosted by Yup’s Director of Tutor Operations, Kreg Moccia.

Thanks so much to those of you who were able to attend – especially to those who were able to jump on the microphone and engage with thoughtful questions!

If you missed the webinar, we strongly encourage you to watch the video in order to fully understand not only the new Growth Pathway program, but also the email you will be receiving today pertaining to your performance (continue reading below for more details).

LAUNCH WEBINAR VIDEO ↪
LAUNCH WEBINAR SLIDES ↪

GROWTH PATHWAY EMAIL NOTIFICATION

Please keep an eye on your inboxes today as we send out the 15-week metrics that will help dictate your Growth Pathway Level once the system goes into place in September. In addition to using historical data, we will also capture data from Aug 5 – Aug 25, which will provide everyone with a chance to progress from their initially assigned level before the program officially launches on Sept 2.

UPCOMING: HUMANITY SCHEDULING LAUNCH

Stay posted for an announcement regarding the introduction of our new schedule software, Humanity ShiftPlanning in the coming weeks. More info can be found in the webinar video and webinar slides.

Humanity’s Mobile App – Coming Soon

Happy Tutoring!

— Team Yup

Autumn at Yup Webinar + Student Feedback Award

CHANGES FOR AUTUMN 2019 + WEBINAR

The webinar will be hosted by our new Director, Kreg Moccia.

Hope everyone is having a fantastic summer! Here at Yup HQ, we are gearing up for a number of new initiatives for the coming school year. In order to prepare for a new go-to-market strategy which could potentially increase our userbase substantially, Ops is redesigning how we test and qualify applicants, schedule tutors, and incentivize tutor growth and performance. The infographic below outlines these changes more in depth.

In order to fully introduce the tutor team to the changes to come, we will be holding a live webinar on Thursday, August 1st at 9:00AM PDT, hosted by our new Director of Tutor Operations, Kreg Moccia. The webinar will touch on all areas of the scaling program, but will focus on the new Tutor Incentive Program.

Looking forward to visiting with you all next week in the webinar! Check your emails for a Google Calendar invite with the Zoom webinar link.


OUTSTANDING STUDENT FEEDBACK AWARD 

Congratulations to Paul Jason Carolino 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 Paul’s exceptional student feedback comments include:

  • “Mr. Carolino you’re amazing!!! Thank you so much for your help. It was so helpful. You don’t know how much I appreciate it!!!”
  • “Awesome tutor! Thank you SO much for believing in me!!!! I dont come across as great of a tutor as you everyday, so thanks for all your help!”
  • “Thank you very much Mr. Carolino, I appreciate your help because you have made me understand what the question was asking. You are a hero!”

 

Happy tutoring!

— Team Yup

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