New: Session Dispute Form

In order to accommodate our new session categorization system, we have expanded the old Grade Dispute Form so that it can also handle Flagged Session disputes. This new form is called the Session Dispute Form, and may be used anytime a session is incorrectly graded (by 3 points or more) or is wrongfully flagged for one of the following reasons:

– Incorrectly Tagged Session
– Incorrectly Categorized Session
– Incorrect Answer Given
– Answer(s) Given Away too Easily
– Session Ended in Gap Clarification Phase (by fault of tutor)

As of last night, email notifications will now direct you to the Session Dispute Form to contest a flagged session. IMPORTANT: This form should only be used when you can legitimately contest a received flag. Therefore, any disputes must include reasonable evidence to support your claim.

Let us know if you have any questions,

–Team Yup

P.S. We are aware of an issue with the email notifications for Incorrectly Tagged Sessions. Due to a bug, even if the session was tagged correctly and the Senior Tutor confirms your tags you will still get an email saying there is an issue. If you look at recent notification emails however, you will see that we now include the tags you originally chose and the new tags the Senior tutor chose. If the two lists are the same then you can ignore the email. We are in the process of fixing this issue and will let you know when it has been resolved. Thanks for your patience!

Session Introduction Issues and Whiteboard Tutorial

Hello Tutors,

Rubric 2.1 is officially out. If you haven’t given it a close read, please do so now! (Template 2.1 is in its final stages of development and will be out by the end of the week.)

There is one issue not directly discussed in the Rubric that we need to highlight, as it’s potentially the most significant point of friction between our users and our service right now. The issue we’re talking about is illustrated in the annotated session snippet below.

It’s crucial that you stay up-to-date with our rules on how to start off sessions as we learn more about our users and their tendencies. Students often enter sessions at their most frustrated state, and may become (rightfully) upset if your messages are too numerous, do not convey a sense of immediate progress, or fail to provide new information. 

Unnecessary messages highlighted in red; explanations in red text
Unnecessary messages highlighted in red; explanations in red text

We ask only two things from you in Rubric 2.1 with respect to the introduction: (a) Find out the extent of what the student has already tried and/or understood. (b) Give a concise overview of the student’s primary issue and how the two of you will fix it. This second part can be done in one brief message like so: “Looks like solving systems by elimination is giving you trouble. We’ll walk through the process and you’ll have it down in no time.” As always, respond to any student concerns or comments that pop up before continuing.

While we have your attention, please watch our new whiteboard manual, now in short-and-sweet video form.

Thanks and keep up the great teaching! If you have any concerns, please comment on this post.

-Team Yup

New: Feedback Grade Dispute Form

Along with the new Rubric and Tutor Dashboard, we have created a revised Feedback Grade Dispute Form to be utilized going forward in the case that significant errors have been made during the grading process of one of your completed sessions.

Use this form wisely!
Before using this form, you must first review Rubric 2.0 and Tutoring Template 2.0 to gain a better understanding of your received scores. Only when an overall score graded under Rubric 2.0 directly contradicts Yup Teaching Standards by more than 2 points should this form be used. For example, if you received a score of 5 points when Yup Teaching Standards dictate that you should have received a score of 8 points, then it would be appropriate to use this form.

It is very important to understand that the purpose of this form is not to express frustration over a poor grade or attempt to claim back points that have not been earned. Spamming this form with frequent requests not only clogs the system and delays your requests from being attended to, but it also creates a delay for other tutors with genuine concerns. Abusing this form could result in your privileges being revoked.

New Feedback Grade Dispute Form

Thanks!
— Team Yup

New Email Notifications

As some of you are already aware, one of the new features of Tutor Dashboard 2.0 sends out automatic email notifications when there are certain session issues that need to be address and/or reviewed.

Because all sessions will go into the grading pool, it is very important that you tag sessions appropriately and answer the two post-session categorization questions accurately. This information will be verified by a Senior Tutor and any inconsistencies will be addressed with a notification email and possible further action. Examples of notification emails include:

Continue reading “New Email Notifications”

NEW Tutor Dashboard 2.0

What’s new?

A. Post-session categorization page – We redesigned this page so we collect only the most important information and are able to more accurately categorize sessions. The new design consists of three parts, which are labeled on the following screenshot and explained in further detail below. The submit button at the bottom of the page will only appear orange and be clickable when you completely fill out the form.

Tutor Dashboard 2.0 Part 1

1) The first part of this new form requires you to input the subject of the material you worked on in the session with the student. Once you have chosen the primary subject as being either Math, Physics or Chemistry, you will then have to select the subtopic. We decided to change how you input this information from the dropdown format to clickable buttons to make it easier for you to complete the form.

2) The second part of this form asks you two very important questions. The first question, ‘Did you start explaining how to solve the problem?’, measures whether you started providing the student an explanation during your session. The second question, ‘Did you help the student arrive at the solution at least once during the session?’, measures whether you were able to help the student solve at least one problem. Generally if you answer ‘yes’ to the second question, the answer to the first question should also be ‘yes’.

3) The third part of the this form is for you to provide additional information about the session in the form of tags. This is where you can let us know if the student was trying to cheat or behaved inappropriately. You are not required to select any tags before being able to submit the form, however if any tags apply to the session you need to check them off. Find below a brief explanation of all the tags.

Cheating – the student admits to using Yup on a graded quiz, test or exam

Inappropriate Behavior – the student sent rude, inappropriate, or offensive messages/images

Other Subject – the student submitted a request with academic material outside of the subjects we cover

No Academic Material – there was no offensive behavior, but the student did not submit any academic material

Student Left Unexpectedly – the student left the session unexpectedly without giving notice as to why they had to leave

Student Not Engaging – the student was not engaging in solving the problem together with their tutor

B. New Tutor Dashboard features – We redesigned the Tutor Dashboard and added new features to provide you with more information about your performance. The labels in the following screenshot correspond with the below explanations of the new features.

Tutor Dashboard 2.0 Part 3

1) This menu provides you with two filters to change what sessions populate the dashboard underneath. The first filter lets you organize sessions by subject, while the second filter lets you select different time periods.

2) This part of the Tutor Dashboard provides you with an overview of your performance. It gives you a breakdown of your sessions by category (something we intend to start using in assessing tutor performance), your average feedback score and the number of sessions being considered. All of this information will dynamically adjust according to what filters you have in place.

3) The third new feature that we added allows you to switch between reviewing sessions that have been reviewed by a Senior Tutor and your complete session history. Again, what these two tabs display will be affected by what filters you use.

Happy Tutoring!

-Aaron