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!”
It’s important that you update your password before it’s time to log into your next shift following the update next week – this will ensure that no sessions are dropped as a result of tutors being unable to login.
If you don’t remember which email is associated with your Yup account OR you wish to change it, please email email@example.com as soon as possible.
Please limit disputes to three per month (based on when the session occurred), and submit within a week of when the session was conducted
Please stick to the guidelines for dispute eligibility: sessions that earned less than 8 points; sessions tagged Gave/Wrong Answer or Content Knowledge.
Please do your best to explain why you feel you were inaccurately scored.
Answer Check Policy:
Reminder that we should only ask a student for their work/thought process once – if they refuse, please proceed with checking answers rather than continuing to press. (Relevant newsfeed post.)
Shift End Policy:
If you are with a student when your shift ends, you should only end the session if 1) you have found an answer together after your shift has ended OR 2) you have worked with the student for 30 minutes past the end of your shift (Relevant newsfeed post.)
When ending a session for one of the above reasons, please let the student know you have worked past the end of your shift (feel free to use a canned response for this!)
This policy was created to avoid poor student experiences near the end of a tutor’s shift. If your schedule does not allow you to follow this policy, email firstname.lastname@example.org
OUTSTANDING STUDENT FEEDBACK AWARD
Congratulations to Surinder Kaurfor 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 Surinder’s exceptional student feedback comments:
“Thank you so much! Made a stressful night with a lot of hard problems much easier. I hope I get you again soon!”
“I would love to be paired up with her again. It was a very productive and fast session.”
“Thank you so much Ms. Kaur lol now because of you I can go to the theme park with my friends!!! Yay!”
“This question was on my recent SAT so thank you for helping me understand how I could have done it :)”
Tutors, please avoid updating to Chrome 75 if you can at all avoid it as it is not compatible with the current build of the Tutor Dashboard.
Please note that going to check which version of Chrome you currently have will prompt the update to download unless you previously disabled auto-update.
If you have already updated to the newest version of Chrome and are facing issues in-shift that prevent you from effectively teaching, please send a Report Bug report, end your shift and email email@example.com to let us know.
This will not be held against you but it’s important that you document the bug so we can address these issues.
Our engineers are working on addressing the issue now, but in the meantime here is an article that explains a few different ways to disable auto-updates for both Windows and Mac:
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
Short Term Solutions:
Increased frequency of scheduling issue emails to weekly
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 Formby 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!