A Big Thank You to Kelsea and Humanity Feedback

Kelsea Rathbun is moving to the Yup Growth team!
After several years on the Tutor Operations Team, Kelsea has been offered an exciting opportunity to support Yup’s Growth Team as a data analyst. While she will still be supporting Tutor Ops’s data needs, she will no longer act as a tutor liaison; please direct any questions or communications to tutor.support@yup.com.

Humanity Feedback
Thank you for all your responses to the Tutor Survey! We’re happy to announce that Humanity has been quite well received. Some of the top themes included an overall reduction of time spent determining schedules, increased simplicity in transferring shifts, and excitement about mobile access to scheduling. A detailed breakdown can be found here.

However, we do recognize there are opportunities to improve:

We agree there are better ways to track OT and breaks using Humanity’s time clock; when our engineering team has more bandwidth, we’ll explore fixes!

  • For now, we ask tutors to continue to use the OT form and clock in/out via the tutor dashboard
  • To minimize issues, please try to do everything in a timely manner – for instance, submit OT right after it occurs and clock out on time

Humanity bugs, such as expired shift releases and difficulty releasing shifts, are frustrating – for you and for us!

  • We’ll continue to work with Humanity; we hope our more tenured tutors agree this is a step forward from our old system, and it will only get better!

 

Additionally, we want to take the time to highlight and respond to some common feedback that we recognize is important, but may not be able to address in the near future:

Questions regarding shifts being scheduled in 1 hour increments

  • We use 1 hour shifts because Humanity does not support partial shift release (e.g., release only 1 hour of a 1-6pm shift)
  • If Humanity adds this feature, we will make the corresponding change

Requests to publish schedule >1 week in advance

  • We plan to continue with weekly schedule release: we expect frequent schedule changes based on demand, new tutors, hours changes, and more
  • However, tutors should expect their own schedules to remain steady through refresh cycles; feel free to submit leave requests in advance accordingly

Concerns regarding the current Friday 10am PT shift release procedure

  • We recognize this system is not perfect for a number of reasons, but it is the most feasible on our end at this point in time
  • We intend to release shifts at this specific time weekly, and Henry will be in continuous contact until the actual release if we are unable to do so
  • We have limited shifts and a lot of highly qualified tutors – the best way to guarantee more hours is to move up in the TGP system

 

 

As always, please reach out to tutor.support@yup.com with any recommendations, suggestions, questions, or concerns. Happy Tutoring!

TGP Updates and Student Ratings Tips

Payroll

In line with our policy of paying the 5th of every month, or the Monday following if the 5th is a weekend, please expect September payroll to arrive the evening (PT) of Monday, October 7. 

TGP Updates

When we first introduced the Tutor Growth Pathway, our goal was to set initial TGP metrics and then update them based on tutor performance. We’re excited to say that performance to-date has been stellar, with an average composite score of >9.4 and average student ratings >90%! Accordingly, we’re making some small updates:

  • Level 1
    • Composite Score: 8.5 → 8.75
    • Student Ratings: 75% → 80%
    • Claim Rate: 75% → 80%
  • Level 2
    • Composite Score: 8.75 → 9.0

As a reminder, there is another month in our refresh cycle – plenty of time to hit these numbers! Feel free to reach out to Sharon Matsuoka for support.

Student Ratings Tips

Our Operations team has been hard at work identifying teaching styles that often lead to higher student ratings. Here are some tips on things to focus on to increase your student rating!

Grammar: Students find it easier to engage when tutors write grammatically correct sentences, spelling is accurate, and punctuation is correct

See our newly released grammar cheat sheet for more info

Speed: Students tend to view their tutor as more responsive during sessions with lower average response time.

We encourage checking in with students to let them know you’re still there, particularly if you’re in the middle of solving a large problem!

Achievements: While achievements are a great way of motivating students, be thoughtful about how frequently you’re awarding them

We’ve found older students in particular (grades 10+) may interpret frequent achievements as a sign that they’re struggling with the problem

Tone: Occasionally, students feel as if their tutors acted rude or condescending based on how they interpret the tutor’s tone; while we know this is not the tutor’s intent, we encourage tutors to try to match their phrasing to the student’s level of understanding and also to act respectfully towards the student even when the student or the tutor is upset or frustrated.

Student: “I would like to finish this problem ASAP.”

Tutor: “We could work a little faster if you could be a little patient.”

When we use language that conveys “this would happen if you just did this…”, it can come off as blame on the student. 

As always, if a student seems particularly disengaged or frustrated, fill out the student feedback form upon session end.

Thank you and happy tutoring!

 

 

September Tutor Survey

We’d like to extend a huge thank you to all of you who participated in our first Tutor Satisfaction Survey!

  • Over 60% of the tutor community completed the survey last month
  • The Operations Team presented the feedback from this survey to the entire company, driving thoughtful conversations
  • We’d like to especially thank those of you who took the time to provide thoughtful comments and suggestions


This month’s survey will be exploring the following areas:

  • Which technology improvement would be most helpful to you?
  • What feedback do you have on the new whiteboard features?

 Your input will directly impact our strategy for improving your tutoring experience! Take the survey now:

September Tutor Satisfaction Survey

Thank you for your participation and happy tutoring!

— Team Yup

Adapting to Student Knowledge

PLAYPOSIT VIDEO TASK

A few weeks ago, we invited a number of randomly selected Yup tutors to watch a PlayPosit training video entitled ‘Adapting to Student Knowledge’. The video outlines general strategies for using guiding questions to move sessions forward quickly while aligning with students’ abilities. 

We found that after being asked to review this video, not only did the selected tutors demonstrate higher gap bridged percentages, but students left less “confusing explanation” feedback and more “fast teaching” feedback on the tutors’ sessions.

If you haven’t already done so, please log in to PlayPosit, watch the video, and answer the interactive quiz questions. The video is less than 6 minutes long and, at the end of the video, you’ll have the chance to leave feedback; please let us know about anything you found either confusing or helpful. We hope you find it informative!

If you have not yet received your PlayPosit credentials or need help logging in, please email tutor.support@yup.com.

— Team Yup

Discussion:

Introducing Badges

Use the New Star Feature

We want to reward students for participating and being proactive during sessions. Thus, we’re introducing our latest feature, badges!

You will now have the option to give students a star to motivate and inspire them. The star icon will be available on your tutor dashboard. Once you click on the star button, you will have to confirm that you want to send it. After you click “yes”, a star will be sent to the student.

Feel free to give students one or multiple stars during your sessions. Here are some situations where we recommend that you send a star:

+ Student uploads their work

+ Student actively participates

+ Student asks insightful questions

+ Student does more than one question

After giving a star, please let the student know why you are giving them the star. For example, “Hey Allen, you’ve earned a star because you’ve been asking great questions in this session. Great work!”

Please do not abuse this feature by giving students too many stars.  

We will provide further directions around badges as we learn more from student reactions. We are excited to see you use this new feature to help students participate and learn!