Category: General Announcements

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.

Cycle

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.

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 tutor.support@yup.com with any questions and Happy Tutoring!

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!

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 tutor.support@yup.com with any questions (except please hold pedagogy questions until the trainings). Happy tutoring!