Category: General Announcements

September Tutor Survey

We’d like to extend a huge thank you to all of you who participated in our first Tutor Satisfaction Survey!

  • Over 60% of the tutor community completed the survey last month
  • The Operations Team presented the feedback from this survey to the entire company, driving thoughtful conversations
  • We’d like to especially thank those of you who took the time to provide thoughtful comments and suggestions


This month’s survey will be exploring the following areas:

  • Which technology improvement would be most helpful to you?
  • What feedback do you have on the new whiteboard features?

 Your input will directly impact our strategy for improving your tutoring experience! Take the survey now:

September Tutor Satisfaction Survey

Thank you for your participation and happy tutoring!

— Team Yup

Mentorship Program + Dashboard Fixes

MENTORSHIP PROGRAM LAUNCH

We are proud to announce the official start to our Tutor Mentorship Program! After an initial trial run, we have made some exciting improvements, including the ability to set personal goals with your TQM mentor and complete targeted exercises, such as annotating your past sessions to get a sense of how they could have gone better.

Check out the following document to find out more about the program and keep an eye on your inbox – we will be contacting those who qualify to be in the program soon!

Yup Tutor Mentorship Program

TUTOR DASHBOARD FIXES/UPDATES

  • Many of you have reported a bug causing issues with the post-session survey page at the end of the session. If you are having issues submitting this form or are seeing the form return after you have already submitted it, please refresh the page to ensure the Tutor Dashboard loads back to the session waiting room.
  • This week we will be releasing updates to the Tutor Dashboard, specifically the whiteboard, that will fix many reported issues while adding a very exciting and long-awaited new feature: a built-in image gallery! This gallery is will continue to grow and we welcome your suggestions in the New Ideas room on Slack.

As always, please keep us posted with bugs you experience by following the Bug Reporting Instructions . (Check out specifically the step that explains the Dev Console screenshot – this is the most important step for diagnosing the problem.)

Happy Tutoring!

— Team Yup

Schedules, Webinar + Canned Responses

RESUMING NORMAL SCHEDULES

Now that the new school year is growing near, we are excited to be resuming normal scheduling operations on Monday, August 20th.

We know many of you are hoping to revert back to your former schedules, but we also understand some of you have different scheduling needs going into autumn.

  • If you are happy to revert back to your pre-summer normal schedule:
  • If you need to change your availability for autumn:

We will then use this information to determine your weekly schedule going into the new school year. We’ll be in touch later this week to confirm your new shifts for August 20th onward.

UPCOMING WEBINAR


We are excited to announce that our next tutor webinar will be held on Thursday, August 23 at 9:00 AM PDT. We will be expanding on our recent newsfeed post about using positive language effectively. Specifically, we will talk more about growth mindset, what it is, and how to cultivate it within our students. We hope you can make it!

IMPORTANT NOTE ON CANNED RESPONSES

When using canned responses that incorporate a student’s name, you may notice that the name is followed by a number. We ask that you take a moment to review these messages before sending them to remove the number suffixes and ensure you are addressing students by their first names rather than their usernames. We hope to address this issue in the near future, but thanks for taking extra care with canned responses in the meantime!

Happy Tutoring!

— Team Yup

New Login Method + QA 3.0 Adjustments

NEW LOGIN METHOD

If you are facing issues with the new login method, please refresh the page to bring up the old login method and sign in using your username or Facebook details. If both of these methods are not working, please email us at tutor.support@yup.com so we can assist you.

If you were unable to start a shift on time this week due to the login method change, rest assured that this will not be held against you.

QA 3.0 ADJUSTMENTSRelated image

This Spring, we made major changes to our QA System and key tag definitions. Since then, we’ve identified a few more tweaks that will make our system more fair and accurate:

1. Tutor Fault Tags earned during new user sessions will no longer be weighed heavier. As always, treat new users with warmth and enthusiasm!

2. The 4-week limit for the absolute number of Tutor Fault Tags will be lowered to 15. The relative limit will remain at 25%.

3. The 4-week limit for key tags will be lowered to 15%, and the absolute limit for each will be lowered to 10. We expect that very few tutors will exceed these amounts. Our interpretation of the Gave Answer tag is likely to change in the coming month due to new initiatives aimed at improving teaching pace.

4. Tutors will be placed under review if their Composite QA Score falls below 8.0 during their first 4 weeks, 8.5 after their first 4 weeks, or below 9.25 for Tutor Quality Managers.

5. The bonus for earning zero Tutor Fault Tags will be based on the calendar month rather than on 4-week periods, and the minimum will be raised from 10 to 20 eligible sessions. To make up for the lower frequency and higher bar of eligible sessions, the amount will increase to $100.

These changes will take effect on Monday, June 18th. We will not enforce the new rules for sessions that happened before Monday, June 18th, meaning you can not be placed under review due to these policies until July 16th.

Let us know what questions you have!

— Team Yup

April QA Drawing + Detailed Session Feedback Form

APRIL COMPOSITE QA SCORE DRAWING WINNER

Congratulations to our winner of the $250 QA Score bonus drawing for the month of April, Carina Seah!

Every month we will be drawing a winner at random to win this bonus prize – you can be entered up to 4 times per month for every week your composite score is greater than or equal to 9.0.


DETAILED SESSION FEEDBACK FORM

In our first webinar, a number of you mentioned the need for more detailed session feedback.  Based on this suggestion, we have developed the new Detailed Session Feedback Form! This form is very similar to submitting a session dispute – however with this form rather than disputing a grade, you are submitting sessions in order to get more detailed feedback on how you can improve.

Maybe there is a specific tag that you continue to be baffled by, a rubric standard for which you often lose points, or maybe there is a particular student that you can never seem to connect well with. Whatever the issue, simply submit the form and we will get back to you. A few things to keep in mind:

  • The discussion will revolve around the session you submit.
  • We can only accept 1 session per tutor per week due to time constraints.
  • This initiative is on a two week trial and, as such, we can only guarantee a response to the first 50 submissions.

Happy Tutoring!

— Team Yup