Scaling Updates + Student Feedback Award

HUMANITY, TUTOR GROWTH PATHWAYS + AUTUMN SCHEDULES

We’re so excited for the upcoming Autumn Semester! A couple of important updates:

Humanity Scheduling: Our soft launch continues through Friday 8/30 as we ensure our systems are integrated and tutor accounts work properly

  • Please confirm you’ve successfully logged in via the #announcements Slack channel post
  • While we appreciate you continuing to practice using Humanity, our current scheduling systems (available shifts google sheet, scheduling forms, etc) will remain our primary means for scheduling for another week
  • Our full launch date is set for Friday, August 30 to cover the week starting September 2! Look out for more information on what this entails next week!


Tutor Growth Pathway and Autumn Schedules:
A quick reminder that the freeze period is ending soon for Tutor Growth Pathway assessment

  • Reminder: Sunday, 8/25 is the last day to submit your Autumn availability
  • Expect your official Tutor Growth Pathway level &  new schedule on Thursday, 8/29
  • Launch of the Growth Pathway incentives system is set for September 1st
  • We will announce the contract re-signing process on Monday

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Mark Leibtog for earning the Outstanding Student Feedback Award! Some of Mark’s exceptional student feedback comments include:

  • “THANK YOU SO MUCH! You helped me so much today and it means so much:) Yup has been so helpful and you are one of the best teachers I’ve gotten paired up with!”
  • “Incredible teacher! Very clear next steps suggested”
  • “Very fast, didn’t have me on here for hours trying to solve one problem. Hope to be matched with this tutor again!”

Have a great weekend, all!

— Team Yup

Humanity Launch + Scaling Updates

HUMANITY SCHEDULING LAUNCH

We’re proud to officially announce a soft launch of Humanity Scheduling Software for Yup tutors starting today, August 16th. Please keep an eye out for an introductory email as well as an activation email inviting you to the Yup Humanity Platform.

Full launch of the platform is expected to occur on Friday, August 30. We will send an email to all tutors to confirm this date closer to full launch.

Please note that all scheduling procedures and policies will remain the same for now. This means that you should still claim shifts through our Available Shifts Sheet and fill out the Scheduling form through next week. No changes made on the Humanity platform (such as shift claims or releases) will reflect on the final schedule until full launch.


TUTOR GROWTH PATHWAY

As a reminder, tutors have the opportunity to qualify for any Level based on their performance from August 5 – August 25. The new Growth Pathway system will launch on September 2, at which time we will implement all new policies touched upon in the webinar. Please continue to email us any questions at tutor.support@yup.com. Check out the following newsfeed posts to revisit the details of the program: 

 

AUTUMN SCHEDULING

In light of the upcoming Autumn scheduling process, we ask that each tutor submit their updated maximum availability for the 2019-2020 school year by Friday, 8/23 via the Scheduling Form’s “Update Availability” option. Yup will use this information to craft future schedules, doing our best to ensure that tutors receive the hours they want as per their pre-summer schedules (where relevant) and available hours.

In line with the creation of autumn schedules, we ask tutors submit any session disputes by August 25th. This will allow us to accurately assign Tutor Growth Pathway levels and schedule hours according to the program’s hour maximums by level.


Let us know what questions you have and Happy Tutoring!

— Team Yup

Webinar, Peformance Email & Schedule Software Launch

YUP TUTOR WEBINAR RECAP

Last week, we announced an upcoming initiative that will change how we incentivize tutor growth and performance as we scale: the Tutor Growth Pathway. Yesterday, we were pleased to be joined by over 20 tutors from across the globe for a live Tutor Webinar hosted by Yup’s Director of Tutor Operations, Kreg Moccia.

Thanks so much to those of you who were able to attend – especially to those who were able to jump on the microphone and engage with thoughtful questions!

If you missed the webinar, we strongly encourage you to watch the video in order to fully understand not only the new Growth Pathway program, but also the email you will be receiving today pertaining to your performance (continue reading below for more details).

LAUNCH WEBINAR VIDEO ↪
LAUNCH WEBINAR SLIDES ↪

GROWTH PATHWAY EMAIL NOTIFICATION

Please keep an eye on your inboxes today as we send out the 15-week metrics that will help dictate your Growth Pathway Level once the system goes into place in September. In addition to using historical data, we will also capture data from Aug 5 – Aug 25, which will provide everyone with a chance to progress from their initially assigned level before the program officially launches on Sept 2.

UPCOMING: HUMANITY SCHEDULING LAUNCH

Stay posted for an announcement regarding the introduction of our new schedule software, Humanity ShiftPlanning in the coming weeks. More info can be found in the webinar video and webinar slides.

Humanity’s Mobile App – Coming Soon

Happy Tutoring!

— Team Yup

Tutor Survey, Summer + #random

TUTOR SURVEY RESULTS

Thank you to everyone who participated in our recent Tutor Satisfaction Survey! Here are some of the high-level takeaways from your responses:

  • OVERALL: The majority of the tutor team is satisfied with Yup, feels motivated/valued, and feels respected in communication with Ops
  • FEATURES: Canned responses and the general interface were rated amongst the best tools, while content cards and the whiteboard were most often flagged for needing improvements
  • SCHEDULING: Most of the team is satisfied with scheduling policies; one common request was to increase the frequency of scheduling issue emails (a change which has already been implemented – see below!)
  • BONUSES: While the team generally understands the bonus system, we did receive helpful feedback regarding how bonuses could be more fairly administered/more reflective of performance
  • EVALUATION/QA: Thoughts on the QA system are similar to that of bonuses – largely understood, but with feelings that there may be better ways we could go about assessing performance or grading sessions
Breakdown of Survey Responses

Short Term Solutions:

  • Increased  frequency of scheduling issue emails to weekly
  • Addition of #random slack channel to strengthen community (see below!)
  • Revisiting eligible vs. ineligible sessions and how we grade them
  • Following-up on feedback from tutors more often via newsfeed/Slack/1:1
  • Revisit and communicate TQM role application process


Long Term Solutions:

  • Upcoming bonus analysis and revisit
  • Consideration on how to address multi-problem sessions
  • Reworking of evaluative process to be more fair, and more clearly communicated

SUMMER SCHEDULE REMINDER

As many of you know, Yup functions on a reduced schedule every summer to adapt to a decrease in traffic. This year, we will be implementing the reduced summer schedule starting Monday, June 10th.

If you have preferred hours to give up, please submit an “Update Availability” request via the Yup Scheduling Form by this Sunday, June 2nd. You will then receive a new, temporary schedule from us by June 5th.


NEW SLACK CHANNEL – #random

Going through Tutor Survey responses, we saw multiple suggestions for a less formal Slack channel in which tutors can connect on a personal level. We are so excited for you all to use the new #random channel to get to know each other and put personalities to the names you often see. If you haven’t already done so, please introduce yourself and tell us a little bit about your background and what is important to you when you aren’t teaching math!

Launch #random Channel

 

Happy Tutoring!

— Team Yup

Scheduling Reminders + Achievements

SCHEDULING REMINDERS

As many of you know, the Yup Tutor Operations team recently welcomed a new member, Henry Grunzweig, to manage hiring and scheduling. Henry is delighted to be working with you all! As he takes on this new role, here are a few reminders to help make the scheduling system run smoothly for everyone:

  • Take care to click the “End Shift” button when finishing shift to ensure we are accurately logging your shift time. Refreshing the page after clicking will confirm if the shift is ended.
  • Whenever possible, please use the Scheduling Form to let us know about shift changes rather than emailing scheduling@yup.com directly. For shift takeovers, both tutors are expected to submit a form. Take care to ensure all the information in the form is correct to avoid confusion (AM vs. PM and Pacific Time zone for example.)
  • Avoid claiming new shifts unless you are confident you will be able to commit to covering them. For temporary available shifts, check the Claimed Shifts sheet to see which shifts you have claimed.

ACHIEVEMENTS ANALYSIS

We recently worked with a data analyst and PhD student out of Stanford University to learn more about how our new Achievements feature impacts student learning. Here are some of the findings from the session analysis that we are excited to share.

Students who receive an Achievement are more likely to:

  • Reach Gap Bridged
  • Give the session a ‘Thumbs Up’/5-Star rating
  • Tag a session as “Fast Teaching” or “Fast Typing
  • Return to the app for another session

Overall, trends suggest that students have a more enjoyable experience when they earn achievements!

Here are our top Achievement senders since the feature launch:

  1. Mark Leibtog – 1560 achievements sent
  2. Usharani PV – 1444 achievements sent
  3. Kristine Dale Alcaide – 815 achievements sent

Great work, tutors! Going forward, let’s aim to not only send multiple achievements in every session, but to use authentic language when sending them. For example rather than saying “Here – take a Great Grit badge!“, explaining “Way to push through a tough problem – you earned a Great Grit achievement 🙂” will  make the experience more meaningful for the student.

Happy tutoring!

— Team Yup