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).
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.
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 online tutor, it can be tricky gauging how a student is feeling about a lesson or concept. Tutoring in-person, we draw upon non-verbal cues like facial expressions and body language to read a student, then adapt accordingly. In a chat setting, we are entirely reliant on the student’s ability to share this information with us.
This past week, we introduced a new feature that aims to take some of the guesswork out of determining a student’s learning needs. Student Canned Responses provide students with handy shortcuts for expressing themselves during a session.
Check out the following infographic which outlines the new student canned responses and provides tips for responding to them during a session:
If you are assigned a problem you are unsure about, please take a moment to upload the student’s image in the tutor-chat channel in Slack. Tagging all online tutors using the @here tag will alert your fellow tutors, along with any online TQMs, that you need assistance. If you need a moment to wait for another tutor to respond, politely let the student know that you are working on their problem, thanking them for their patience.
If you are online and receive a @here notification from a tutor struggling with a problem, please take a moment to provide assistance. If you are with a student when you’re tagged, the student takes precedence – however if you have any capacity to help please try your best to do so.
SHIFT ENDING POLICY UPDATE
Starting January 1, 2019, we are updating our policies surrounding ending your shift and overtime compensation. Here are the two changes to the policy:
It will no longer be acceptable to pass sessions towards the end of a shift.
Tutors will be expected to accept incoming requests throughout the entirety of their shifts. This will ensure students are connected in a reasonable time frame and have a great experience with Yup.
Tutors should only claim temporary shifts or takeovers if they are available to extend into overtime. Due to the unpredictable nature of session length, please anticipate the possibility of needing to extend every shift you work by at least 30 minutes.
If there are shifts in your existing weekly schedule that you cannot potentially extend into overtime, it is important to email email@example.com as soon as possible so we can adjust your schedule accordingly.
In order to reward and incentivize overtime, we will be increasing the overtime rate from 1.5x your normal hourly wage to 2x your hourly wage starting January 2019.
This policy change aims to address an issue we’ve been seeing with dropped (unclaimed) sessions. It also helps us avoid situations where tutors have to leave mid-solution due to their shift being over, a common area concern for students and parents.
In the coming days, we will be rolling out a new dashboard feature that will expand on our current “Star” badges. These fun new Student Achievement badges will be located in the same portion of the Tutor Dashboard as the canned responses and can be accessed by clicking the trophy icon (see below.)
Students will be able to earn badges by exhibiting certain positive behaviors – for example, asking an inquisitive question can earn the ‘Cool Curiosity’ badge. While the goal is to praise and reinforce ideal student behavior, our hope is that they will also make sessions more engaging and fun.
We encourage you to use Achievements frequently, however it’s also important to use them methodically. Avoid sending badges when the pace of the session could be disrupted or when the student needs support more than praise.
Below you will find a list of each badge along with the matching icon, and guidelines for awarding the badges.
CONCEPT CARD LIBRARY
Last week we introduced Concept Cards, a game-changing addition to our whiteboard gallery. Since the release, we have introduced a resource that we hope will make using these Concept Cards more effective. Check out the ‘Concept Cards‘ button at the top of the newsfeed window for a complete, searchable gallery of all the available Concept Cards to help tutors familiarize themselves with dozens of cards available in the whiteboard gallery.