Confirming UPSCR Rollout And Special Q&A

Hi Yup Tutors. We hope you’re excited for the Summer period!

Update on the UPSCR Rollout Process

June 1: 4/1 – 5/31 TGP metrics confirmed, TGP levels updated for Summer; UPSCR grading officially goes into effect

June 5: May payroll distributed

June 8: New UPSCR tutor workbooks rolled out with June data

UPSCR Cutoffs

Please see below for the new UPSCR cutoffs. This reflects current tutor performance. We anticipate scores rising as tutors become more comfortable with UPSCR and students become more aligned with the process. We’ll review this policy and update cutoffs as needed.


Level Description All Sessions Cycle Score
5 Quality Manager 500 7.5
4 Master Yup Tutor 300 6.5
3 Distinguished Yup Tutor 100 5.0
2 Yup Tutor 25 3.0
1 New Yup Tutor 0 N/A

Monthly Bonus

Tier Description Graded Sessions Monthly Score
2 Exemplary 15 TQM: 8.0

Non-TQM: 7.5

1 Strong 10 TQM: 7.5

Non-TQM: 6.5

Announcing Q&A With Director of Academics Kreg Moccia

We’re excited to announce an open Q&A with Kreg, our Director of Academics! Please use this link both to submit questions and upvote ones you find interesting from today until June 1. Kreg will respond as quickly as possible (we anticipate a response to ~1 question per day) in the Yup Chat channel in Tutor Slack.

Announcing New Tutor Slack Guidelines

Hi Yup Tutors!

Based on your feedback, we’re excited to announce new guidelines for how Yup will engage with Tutor Slack effectively.

Standard Guidelines

Yup will engage with Tutor Slack based on the following guidelines. We ask that Tutors exhaust other resources before reaching out to us directly, such as checking Policy Guides in our Resources Page or reaching out to other Yup Tutors.

Channel Owner Response Frequency
Announcements Ops (Henry) As needed
Bug Reporting Ops (Henry) Emergencies; Update Posts
Emergency Response Ops (Henry) As needed
General Ops (Sharon) As needed
Math Help Ops (Sharon) As needed
New Ideas Ops (Henry) Once per week (Friday EOD)
Scheduling Ops (Henry) As needed
Student Feedback CS (Jayda) Emergencies; Update Posts
Yup Chat Ops Once per day (EOD)
Direct Messages NA Once per day (EOD)

Bug Reporting

We’ve updated our Bug Reporting Instructions to create a more streamlined way to track and fix bugs. While we encourage all tutors to review in detail, here are the most important commitments:

Yup HQ

  • Provide clear guidelines on how to report bugs through a Tutor Guide
  • Offer a simple, quick-to-complete process for tutors to submit bugs
  • Post ad-hoc updates in the #bug-reporting channel that cover:
    • Bug diagnosis, prioritization, and completed fixes
    • Recommended quick-fix tips for specific bugs (e.g., cache clearing)

Yup Tutors

  • Agree to report all bugs using the designated reporting tools
  • Include all relevant detail – the more information, the easier to fix!
  • Understand that Yup cannot respond to each report, but is aggregating information to prioritize and fix bugs as quickly as possible

Student Feedback

We’ve also updated our Student Feedback Reporting Instructions to create a more streamlined way to track behavioral gaps and reach out to students. While we encourage all tutors to review in detail, here are the most important commitments:

Yup HQ

  • Customer Success (CS) team will use submissions to the Student Behavior form to aggregate information and prioritize to resolve the most prominent student behavior issues
  • When an incident warrants outreach to the student, parent, or teacher a CS Team member will be assigned to the case.  They will notify the #student_feedback slack channel our outreach plan and update accordingly

Yup Tutors

  • Become familiar with the Levels of Student Behavior chart (in document)
    • Any Level 3 behavior should be submitted to the #student_feedback channel immediately.  Please tag @nicole and @jayda in the channel. 
  • Use Student Behavior form for all feedback (Level 1 through 3) to submit a request for CS to investigate a student.  
  • Use #student_feedback slack channel to notify other tutors about the student

Thank You

Last but not least, a huge thank you to Yup Tutors. We think what we’re all doing together with UPSCR is completely revolutionary for online tutoring and a true move in the right direction to making sure students come out of a tutoring session having learned, not just gotten to an answer. And we’re excited for what the future holds!

As always, please reach out to with any questions and Happy Tutoring!

Learning Standards Announcements

Thank you for joining us for our overview webinar and for all the feedback! Please make sure that you join the Learning Standards Slack channel to ask any questions about implementation.

As we roll out our the Learning Standards, tutors should expect policy updates. We have two policy announcements today:

Overtime Announcement

From now on, we’ll ask tutors to limit their OT work to completing the problem at hand. If you are already in OT and the student would like to start a new and unique problem, please use the Shift Ending canned response and end the session after the student has acknowledged it! If the student pushes back, apologize once more saying that you have to go, and then end the session. However, if you feel the next problem builds upon the previous problem, feel free to continue working and we’ll trust tutor discretion.

Student Ratings Announcement

We will no longer use student ratings in any tutor performance metrics starting with our new Learning Standards rollout in June! We’ll still use ratings until then, per current policy. But, if we notice ratings drop as tutors test our new Learning Standards, we will determine alternative measures. So don’t feel afraid to implement and experiment with these new standards!

We look forward to seeing you next week at our Understand webinar on our normal schedule!

Learning Standards Soft Rollout – Update

Hi tutors! Hope you’re staying safe! 

Just a quick reminder to complete your Learning Standards prework by 12pm (noon) PT the day before the training (Sunday at noon, Tuesday at noon, Thursday at noon). Here are the links if you need them again: Monday training, Wednesday training, and Friday training.

If you have still not filled out the survey in our previous newsfeed post and Sharon’s email, please Slack Sharon to let her know which training day works best for you.

Sharon created a new Slack channel called Learning Standards that will serve as a place for you to ask questions about the learning standards. She will also be creating Slack groups for each training group to ensure ease of communication. 

As always, email with any questions and happy tutoring!

Learning Standards Soft Rollout

Hi tutors! We hope you’re well. Thanks for helping with another iteration of the TGP refresh!

Learning Standards Soft Rollout

Our mission at Yup is to empower every student to learn. As a result of tutor feedback and input from math learning experts, we are excited to announce that we’re revamping our pedagogy

What does this mean?

We’re updating our teaching standards and developed a series of trainings to explain how this impacts tutors. Our TQMs are already using this new framework and students are learning more than ever! 

When can I join the training?

We are offering trainings 3 times a week. All tutors are welcome. We ask for attendance for only 1 of these sessions per week.

  • Mondays 10 – 11 PM PDT (starting 4/20)
  • Wednesdays 8 – 9 AM PDT (starting 4/22)
  • Fridays 1 – 2 PM PDT (starting 4/24)

Are the trainings paid?

You will be paid for these trainings at your hourly rate + multi-subject bonus. 

Are trainings mandatory / what if I can’t make it?

Trainings are highly recommended to help you understand the new standards and train to implement them. This is effectively preparing you to succeed on our future evaluative rubric! If you cannot attend, you may watch the recordings afterwards and try the exercises on your own. Unfortunately, this unofficial training time would be unpaid.

What are my next steps?

Please fill out this survey  to let us know which training sessions you will attend so that we can send you more information! If you have any other questions, there will be time for Q&A in the trainings. 

As always, reach out to with any questions (except please hold pedagogy questions until the trainings). Happy tutoring!