Slack Updates and Introducing Emergency Response Tutor Program!

We’ve seen a lot of great feedback about how we can best use Slack as a company, and we’re excited to announce a few major updates based on your feedback!

SLACK CHANNEL REORGANIZATION

We’ll be renaming and repurposing a number of Slack channels to make conversing clearer. Please see the first edition of Yup Tutor Slack Guidelines! You’ll find a list of renamed channels, an explanation of where to post what, and best practice recommendations.

INTRODUCING: EMERGENCY RESPONSE TUTOR PROGRAM

We’re proud to announce a new trial program: Emergency Response Tutors

    • Emergency Response Tutors (ERTs) have the option to jump online during high wait periods (announced by automated alerts) and take extra sessions
    • Any tutor may voluntarily choose to be an ERT
    • For any time spent in-session but out-of-shift during high wait periods, ERTs will be compensated at 2x hourly rate
    • Please note that out-of-session time will not be compensated; as sessions will be allocated first-come first-served, we recommend coming online to help only if you’re already available – typical high wait periods only last 5-10 minutes
    • Join the Emergency Response Tutors Slack Channel

Because this is a trial, the parameters of this program may change. We’ll be testing its effectiveness over the next few weeks by measuring how many drops it prevents and also your satisfaction with the program. Please see this slide in the Tutor Policies deck for more detail and let us know of any questions!

STUDENT FEEDBACK UPDATES

We are introducing a form to systematize your feedback on students. This form should be a primary feedback mechanism so we can track student performance, but we also encourage you to continue to use the Student Feedback Slack Channel to offer helpful advice to other tutors.

In turn, Yup Tutor Operations will commit to consistent reports on the most common issues and students that are brought up. Additionally, we’re already working on product specs directly related to your feedback:

  • Internal student profiles that allow tutors to review comments from other tutors on best practice teaching styles for each student
  • Students’ can select preferred learning styles (e.g., more whiteboard, faster teaching, check in often) and these are shown to tutors 

Thanks and happy tutoring all!

Fall Schedules, Tutor Growth Pathway, and Humanity Launch!

We continue to be excited for the start of the Fall semester this upcoming Monday, 9/2. We want to thank everyone for helping us through all the recent changes.

Tutor Growth Pathway and Fall Schedules

Congratulations on a great job during our Tutor Freeze Period! We saw a big bump in comp scores, ratings, and claim rate. This means better teaching, less drops, and faster service for our students =)

 

Growth pathway payment rates will go into effect on September 1, 2019

  • August payroll will reflect our old system, including relevant bonuses 
  • Please ensure that you have signed your new contract: reach out to sharon@yup.com with any questions or concerns

Fall schedules will go into effect September 2, 2019

  • Please verify your schedule and reach out to scheduling@yup.com with any concerns or requests to add hours, based on the noted schedule availability

Humanity Scheduling Software

Full launch of Humanity will take place on September 9/2. Until then, please continue to use our typical procedures and policies for scheduling matters (e.g., fill out a form for a shift switch or leave request on 9/1). However, some important notes:

Available shift release for the week of 9/2 will take place Friday, August 30 in Humanity

  • Tutors can see their weekly Fall schedules the evening of Thursday, August 29 
  • Tutors can claim hours up to their total weekly hours Level maximum

Starting 9/2, we will move to using Humanity for all major scheduling procedures

  • Release shifts, request leave, and continue to claim shifts in Humanity
  • Use the scheduling form to submit overtime or availability updates

New Tutors

And finally, get excited for an influx of new tutors! We expect up to ~50 new tutors to onboard over the next few weeks, and more when we split the subject exam (more to come on that). 

Keep up the fantastic work everyone!

–Team Yup

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

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

New Feature + General Reminders

NEW FEATURE: IN-SESSION PROMPTS

Yup tutors have a lot to do in-session. Remembering which tools to utilize and when, using growth mindset language, and typing quickly – all while teaching math and adapting to students’ needs! This role requires a significant cognitive load, and with so many specifics to remember we know it isn’t easy to stay on top of everything.

In-Session Prompts are designed to encourage appropriate use of teaching tools and growth mindset language. The feature will prompt you when it’s appropriate to use these levers:

We hope this will increase student satisfaction and learning while making your job easier. As you notice the prompts this week, please tell us what you think in the #new-ideas Slack channel! We review comments regularly to inform future feature requests and changes.

GENERAL REMINDERS

  • Is your student using an unfamiliar or unusual solution method? Avoid discrediting the student or their teacher’s method, which could come off as rude or disrespectful.  Instead, ask for a snap of their notes or textbook to gain more insight into the method or check with #tutor-chat (or Google) for support!
  • Coverage Reminders: Both Riemann Sums and calculating volume with integrals fall within Yup’s concept coverage. Please take a moment to brush up on these concepts if you are not already familiar.

 

Happy Tutoring!

— Team Yup