Login Changes + CotW

IMPORTANT: CHANGES TO HOW YOU LOGIN

Starting next Friday (June 8th), how you login to the Tutor Dashboard will be changing.

We will no longer be using email addresses or Facebook credentials. Instead, you will be prompted to enter the phone number associated with your tutor account. You will then receive a text message with a verification code, which you can use to sign in:

⚠ Please email tutor.support@yup.com if:

  • You need to login using a different phone number than the one you used when applying to become a tutor
  • You will not be able to keep your phone on hand during your tutoring shifts
  • You encounter any issues preventing you from signing in once this change has been made

COMMENT OF THE WEEK #7

Congratulations to Comment of the Week winner, Finka Bankovic! For this session, 4 out of 5 positive feedback tags were applied by the student, who left the following comment:

Thank you soooo much for your time and effort to help me. Having you ask the right starting questions helped me understand what I needed to do next. Thank you. Hope you have a wonderful day.

Please read through the session and annotations to see why this session prompted the student’s response!

Comment of the Week #7    


Create your own user feedback survey

Have a wonderful weekend, tutors!

— 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

New HipChat Room + Answer Check Infographic

Now on HipChat: New Ideas Room

We are excited to announce a new HipChat room, called the New Ideas room!  In the past, we have reached out to you through periodic surveys asking for ideas on fairly specific topics.  This is our way of providing a forum where we all can discuss what you believe can be done to improve the tutor experience.

For example, what additional features would you like to see on the whiteboard?  What improvements can be made to the Tutor Dashboard? What other information would you like us to collect from students before you begin the session?

Before you get started, here are a couple ground rules:

1. Be respectful of others’ ideas.

2.If you like someone’s idea, don’t be afraid to tell them! If you’d like to add to it or modify another tutor’s input, don’t hesitate to jump in.

3. This is an ideas room, so let’s focus on creating positive solutions rather than dwelling on negative frustrations.

We have invited each of you to the room, so getting started is as easy as logging in. This room is on a two-week trial, so submit your ideas now!


Answer Check Infographic
See the resource below for reminders and tips to ensure you are leaving students with all-star final answers.

Happy Tutoring!

— Team Yup

Weekly Reports, Daylight Savings + Login Error

NEW Weekly Report Emails

Starting this week, you will begin receiving regular performance updates straight to your inbox in the form of Weekly Reports. These emails have been created to provide a high-level view of the information in your Tutor Workbooks, and will contain the following information:

Current Status based on your performance metrics, along with an explanation of where you stand (Good Standing, Acceptable, Warning or Under Review.)

Latest Updates from the Operations Team such as important announcements, policy updates or upcoming events.

– Week Overview detailing the number of sessions you completed, how many shift hours you worked and how many key tutor fault tags were earned in the previous week.

4-Week Performance data based on the previous ranking period with details about your average pedagogy score, % of sessions that reached Gap Bridged, and your Tutor Ranking.

– Monthly Totals for Time Not Active, Scheduling Issues and Session Refunds.

– Student Feedback from the previous week, including comments, average student rating and a breakdown of student comment tags (for example ‘Clear Explanation’ or ‘Slow Typing’)

– TQM Comments from the previous week for any sessions that received written feedback from Tutor Quality Managers.

Click the image above for an example email much like the one you will be receiving this week.

DAYLIGHT SAVINGS REMINDER

On Sunday, March 11th we will be observing Daylight Savings in America. If you reside in an area that doesn’t observe Daylight Saving Time and you haven’t yet been in touch with us about this, please check your email for important instructions from scheduling@yup.com about how this will affect your Yup shifts.

If you live in an area that doesn’t observe Daylight Savings and did not receive an email, please reach out to schedule@yup.com to let us know.

FACEBOOK LOGIN BUG

If you are experiencing the bug currently affecting Facebook login, please disable your pop-up blocker, use Chrome’s incognito mode or retrieve your password via the following link and login with your Yup associated email: Retrieve Password Link.

Have a great weekend, everyone!

— Team Yup

Policy Breakdown + Chat Lag Fix

NEW POLICY BREAKDOWN RESOURCE

As a startup that’s blazing a trail in education technology, we frequently find ourselves uncovering new problems and adjusting our priorities as new data and learnings come to light. At the same time, we know that these policies can be tough to keep track of!

To ensure everyone is on the same page with what is expected of them, we have created the Yup Policy Breakdown. This infographic organizes all of the bonuses and penalties that Yup Tutors can receive into a one-page resource:

In the spirit of learning, improving, and evolving, we’re also taking this opportunity to introduce some updated policies which are a result of feedback from both users and tutors. These changes, which you can find in the above guide, are as follows:

– New bonus opportunities for positive student feedback
– New thresholds for response speed bonuses and penalties
– New maximum absolute totals and minimums for key tags

Check out the links provided on the right-hand-side of the policy page for more details.

CHAT LAG BUG FIX

Many of you have reached out to us with concerns about a bug that was affecting Tutor Dashboard response time, especially when typing in the chat box. We are happy to report that the Engineering Team was able to push out an update this morning that should address the issue. Let us know if you continue experiencing the lag, or if you notice other issues. See the Bug Reporting document for instructions.

Keep up the great work, and as always, let us know if you have questions or concerns about this post by emailing tutor.support@yup.com.

— Team Yup

Create your own user feedback survey