Hope everyone is having a fantastic summer! Here at Yup HQ, we are gearing up for a number of new initiatives for the coming school year. In order to prepare for a new go-to-market strategy which could potentially increase our userbase substantially, Ops is redesigning how we test and qualify applicants, schedule tutors, and incentivize tutor growth and performance. The infographic below outlines these changes more in depth.
In order to fully introduce the tutor team to the changes to come, we will be holding a live webinar on Thursday, August 1st at 9:00AM PDT, hosted by our new Director of Tutor Operations, Kreg Moccia. The webinar will touch on all areas of the scaling program, but will focus on the new Tutor Incentive Program.
Looking forward to visiting with you all next week in the webinar! Check your emails for a Google Calendar invite with the Zoom webinar link.
OUTSTANDING STUDENT FEEDBACK AWARD
Congratulations to Paul Jason Carolinofor earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.
Some of Paul’s exceptional student feedback comments include:
“Mr. Carolino you’re amazing!!! Thank you so much for your help. It was so helpful. You don’t know how much I appreciate it!!!”
“Awesome tutor! Thank you SO much for believing in me!!!! I dont come across as great of a tutor as you everyday, so thanks for all your help!”
“Thank you very much Mr. Carolino, I appreciate your help because you have made me understand what the question was asking. You are a hero!”
As an education platform, allowing incorrect answers to slip through the cracks violates a fundamental trust for the students and parents depending on our service. Unfortunately, the Wrong Answertag is one of the most frequently assigned session tags by TQMs.
A recent Ops Analysis uncovered the following data points:
More than 50% of Wrong Answer tags happen when a tutor doesn’t thoroughly check a student’s work
About 15% of Wrong Answer tags stem from a tutor failing to follow given instructions
This analysis has shown us that the majority of Wrong Answer tags can be easily prevented by following directions and checking work thoroughly. Below is an infographic from 2018 with more tips and reminders:
Thank you for your interest in the Tutor Referral program thus far! Just a reminder that we’ve extended our trial until April 5th – keep referring tutors to earn up to $125 for yourself and up to $75 for the referred tutor! Learn More
A number of in-session issues we’ve seen become more prevalent can be easily fixed by the student by updating their app.
Two specific issues caused by outdated apps are missing or disabled achievement buttons and duplicated session messages.
When you notice the above errors, asking the student to update their app – at the end of the session – will ensure they are having the best possible experience.
Late last year, we removed faulty automatic system timers that were (unreliably) ending sessions in which students were inactive for a set amount of time.
Since this change, it has been up to the tutor to end the session when a student becomes inactive – after sending the appropriate canned response. See below for reminders for inactive student procedure.
There are two situations in which you are expected to manually end the session due to inactivity so you can be rematched
The student does not send a message to the chatroom within 2 minutes of the session beginning
The student does not respond to a question for 5 minutes and is unresponsive when checked on
Once the session has concluded and the student confirms that they don’t have more problems/questions, it is acceptable to end the session before 5 minutes have passed
For example, if you have said goodbye to the student and they don’t end the session, end the session manually so you can be rematched.
Earlier this year, we introduced a flowchart-style infographic to guide tutors through the Gap Clarification Phase, as measured by Rubric Standard 1.1. This week, we are excited to introduce similar, infographic-style visual aids to clarify every standard on Yup’s tutor rubric.
These resources aim to break down the best practices for each standard in ways that are easy to reference and understand. In addition to providing tips and suggestions for earning the rubric point(s), they will also guide you through common situations that may arise in a session.
These resources can also be found within our Yup Teaching Standards document on their respective rubric standard slides.
As the Engineering Team continues to diagnose and tackle Tutor Dashboard issues, it is now more important than ever to report any bugs you are experiencing during a shift. The most helpful way to report these bugs is to share a screenshot of the error messages in Chrome’s Developer Console so we can pass these on to the engineers.
To open the dev console, follow the path below in Chrome:
Chrome settings > More tools > Developer tools > Console
Note: We want to capture specifically the error messages listed in the console. You can click the “Default levels” drop-down menu and select only the “Errors” option to see just error messages.
Once you have captured the error messages, please share the image(s) in the Slack #system-issues channel along with a description of the issue you experienced. For urgent errors that prevent you from teaching, please also share this information with us at firstname.lastname@example.org.
Thanks in advance for your help, and for your patience and understanding with these issues!