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!”
We will then use this information to determine your weekly schedule going into the new school year. We’ll be in touch later this week to confirm your new shifts for August 20th onward.
We are excited to announce that our next tutor webinar will be held on Thursday, August 23 at 9:00 AM PDT. We will be expanding on our recent newsfeed post about using positive language effectively. Specifically, we will talk more about growth mindset, what it is, and how to cultivate it within our students. We hope you can make it!
IMPORTANT NOTE ON CANNED RESPONSES
When using canned responses that incorporate a student’s name, you may notice that the name is followed by a number. We ask that you take a moment to review these messages before sending them to remove the number suffixes and ensure you are addressing students by their first names rather than their usernames. We hope to address this issue in the near future, but thanks for taking extra care with canned responses in the meantime!
A few weeks ago, our Training Coordinator, Sharon Matsuoka, reached out to you with a brief survey to help us understand where your confusions were surrounding Tutor Fault Tags.
We used this information to create a new PlayPosit training video that focuses on how these tags are assigned, as well as how they can be avoided.
Using the image link below, please log in to PlayPosit, watch the video, and answer the interactive quiz questions. Complete this assignment before July 20th to earn 30 minutes of compensation. We have no doubt that you will find this webinar-style video informative!
If you have not yet received your PlayPosit credentials or need help logging in, please email email@example.com.
We’re really excited to be hosting our second Tutor Webinar tomorrow to go over QA 3.0 and the recent changes that have come with it! Many thanks to those of you who filled out Sharon’s survey and took the time to share questions or confusions you had.
Webinar #2 will be held tomorrow – Thursday, April 19 at 9:00 AM PDT. The following instructions need to be followed closely in order for your attendance to go smoothly:
Please visit the Webinar Link well before the start time tomorrow so you can download Zoom (the webinar service we are using). While you are there, please also test your computer speakers.
Please make sure you are on time (@ 9:00AM PDT tomorrow, 4/19) – we don’t want you to miss any of it!
During the webinar, if you think of a question or comment, please send a message to the chat. If it is a longer question that will take some time to type up, simply type “question” so Sharon is made aware.
The following is a link to the questions we will be answering in the webinar. We recommend having this open as you tune in so it is easier to follow along: Webinar Questions
Last Months Webinar: We apologize for the delay in getting the March webinar video to you, but here it is! Keep in mind that since this webinar we have disabled refunds, so the information on refunds is no longer applicable.
Student Bug Protocol
Sometimes, students are affected by bugs that adversely impact their sessions. For example, tutors have recently encountered a bug that causes a student’s message to repeat many times over. While this issue may appear like the student is spamming you, it is essential for you to handle these situations with care and not assume that it is deliberate:
Just like we hope students are understanding when bugs affect us, we too must exhibit that level of understanding. We request that you calmly explain what is happening on your end and respectfully ask the student to close the app and submit a new session request.
An example of a line you can send the student is, “I’m sorry, but there seems to be a bug that’s significantly affecting my ability to read your messages. Can you please try closing the app and connecting again?”Please then tag the session as “Potential Bug”.
While it is important to block students from our service that are behaving inappropriately, sessions where there is likely a bug on the student’s end should not be tagged in this manner.
Happy tutoring! As always, please let us know what questions you have.