Confirming UPSCR Rollout And Special Q&A

Hi Yup Tutors. We hope you’re excited for the Summer period!

Update on the UPSCR Rollout Process

June 1: 4/1 – 5/31 TGP metrics confirmed, TGP levels updated for Summer; UPSCR grading officially goes into effect

June 5: May payroll distributed

June 8: New UPSCR tutor workbooks rolled out with June data

UPSCR Cutoffs

Please see below for the new UPSCR cutoffs. This reflects current tutor performance. We anticipate scores rising as tutors become more comfortable with UPSCR and students become more aligned with the process. We’ll review this policy and update cutoffs as needed.

Cycle

Level Description All Sessions Cycle Score
5 Quality Manager 500 7.5
4 Master Yup Tutor 300 6.5
3 Distinguished Yup Tutor 100 5.0
2 Yup Tutor 25 3.0
1 New Yup Tutor 0 N/A

Monthly Bonus

Tier Description Graded Sessions Monthly Score
2 Exemplary 15 TQM: 8.0

Non-TQM: 7.5

1 Strong 10 TQM: 7.5

Non-TQM: 6.5

Announcing Q&A With Director of Academics Kreg Moccia

We’re excited to announce an open Q&A with Kreg, our Director of Academics! Please use this link both to submit questions and upvote ones you find interesting from today until June 1. Kreg will respond as quickly as possible (we anticipate a response to ~1 question per day) in the Yup Chat channel in Tutor Slack.

Announcing TGP Updates With UPSCR

Hi Yup Tutors. With the planned 6/1 launch of UPSCR, we want to provide information on upcoming changes. The below are policy outlines. We aim to provide new UPSCR cutoffs on 5/31. These will be based on scores the week of 5/25, so don’t worry if your scores look different! We may also update cutoffs based on performance.

All changes are planned to take effect on 6/1, but as always, launch dates and decisions are subject to change, and we’ll keep you updated.

Evaluative System Changes

Introducing Professionalism Metrics

These are base expectations for tutoring on our platform. >95% tutors consistently achieve these metrics. Not meeting these metrics on a monthly basis will result in contract re-evaluation. We will not hold tutors accountable for bug-related issues.

Metric Threshold
Attendance 90%
Claim Rate 85%
Student Ratings 80%
Wrong Answer / Insufficient Content Knowledge Tags <10%

TGP Updates

Student ratings no longer affect TGP Level. Instead, we focus on UPSCR and total sessions. Falling below L2 metrics at end of cycle will result in contract re-evaluation. 

Result Requirement Reward
Level Name All Time Sessions Previous Cycle Score Rate Increase Max Schedule
Hrs/Week
Max Shift
Hrs/Week
5 Quality Manager
(must apply)
500 TBC 22.5% 40 60
4 Master Yup Tutor 300 TBC 15% 40 50
3 Distin-guished Yup Tutor 100 TBC 7.5% 25 40
2 Yup Tutor 25 TBC 0% 10 25
1 New Yup Tutor 0 N/A 0% 0 10

Bonus Updates

Bonuses will now reflect UPSCR scores and the number of graded sessions in a month. Additionally, all professionalism metrics must be satisfied for the month.

Result Requirement Reward
Tier Description Graded Sessions Monthly Score Rate Increase
2 Exemplary 15 TBC 10%
1 Strong 10 TBC 5%

Please note that we have updated bonuses from being “multipliers” to rate increases. This will impact <1% of tutor pay and simplify the TGP system.

Other Policy Changes

Removing Disputes

Our UPSCR grading audits have shown that TQMs are scoring sessions with extreme similarity and accuracy. Furthermore, our most common dispute requests – removing wrong answer tags – no longer impacts TGP scores as critically. Based on this, we’ve decided to remove our session dispute policy.

Session Feedbacking

Some tutors have had only 33% of sessions feedbacked over the last month. For the Summer, all tutors will have 100% of sessions feedbacked. 

Please bring any questions you have about these changes to the slidos of your respective trainings!

Announcing New Tutor Slack Guidelines

Hi Yup Tutors!

Based on your feedback, we’re excited to announce new guidelines for how Yup will engage with Tutor Slack effectively.

Standard Guidelines

Yup will engage with Tutor Slack based on the following guidelines. We ask that Tutors exhaust other resources before reaching out to us directly, such as checking Policy Guides in our Resources Page or reaching out to other Yup Tutors.

Channel Owner Response Frequency
Announcements Ops (Henry) As needed
Bug Reporting Ops (Henry) Emergencies; Update Posts
Emergency Response Ops (Henry) As needed
General Ops (Sharon) As needed
Math Help Ops (Sharon) As needed
New Ideas Ops (Henry) Once per week (Friday EOD)
Scheduling Ops (Henry) As needed
Student Feedback CS (Jayda) Emergencies; Update Posts
Yup Chat Ops Once per day (EOD)
Direct Messages NA Once per day (EOD)

Bug Reporting

We’ve updated our Bug Reporting Instructions to create a more streamlined way to track and fix bugs. While we encourage all tutors to review in detail, here are the most important commitments:

Yup HQ

  • Provide clear guidelines on how to report bugs through a Tutor Guide
  • Offer a simple, quick-to-complete process for tutors to submit bugs
  • Post ad-hoc updates in the #bug-reporting channel that cover:
    • Bug diagnosis, prioritization, and completed fixes
    • Recommended quick-fix tips for specific bugs (e.g., cache clearing)

Yup Tutors

  • Agree to report all bugs using the designated reporting tools
  • Include all relevant detail – the more information, the easier to fix!
  • Understand that Yup cannot respond to each report, but is aggregating information to prioritize and fix bugs as quickly as possible

Student Feedback

We’ve also updated our Student Feedback Reporting Instructions to create a more streamlined way to track behavioral gaps and reach out to students. While we encourage all tutors to review in detail, here are the most important commitments:

Yup HQ

  • Customer Success (CS) team will use submissions to the Student Behavior form to aggregate information and prioritize to resolve the most prominent student behavior issues
  • When an incident warrants outreach to the student, parent, or teacher a CS Team member will be assigned to the case.  They will notify the #student_feedback slack channel our outreach plan and update accordingly

Yup Tutors

  • Become familiar with the Levels of Student Behavior chart (in document)
    • Any Level 3 behavior should be submitted to the #student_feedback channel immediately.  Please tag @nicole and @jayda in the channel. 
  • Use Student Behavior form for all feedback (Level 1 through 3) to submit a request for CS to investigate a student.  
  • Use #student_feedback slack channel to notify other tutors about the student

Thank You

Last but not least, a huge thank you to Yup Tutors. We think what we’re all doing together with UPSCR is completely revolutionary for online tutoring and a true move in the right direction to making sure students come out of a tutoring session having learned, not just gotten to an answer. And we’re excited for what the future holds!

As always, please reach out to tutor.support@yup.com with any questions and Happy Tutoring!

Our April Outstanding Student Feedback Winner

Congratulations to Javier Cobos for 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 Javier’s exceptional student feedback comments include:

  • “Could not be more happy, thank you, you are one in a trillion”
  • “Mr. Cobos was very helpful and made me eager to solve another, I wish him a good day and I thank him for being a good teacher”
  • “Thanks again for all of the help! You are definitely one of the best tutors on here!

Way to go Javier

That’s it for the newsfeed this week! Please let us know of any questions by emailing tutor.support@yup.com and Happy Tutoring!

Learning Standards Announcements

Thank you for joining us for our overview webinar and for all the feedback! Please make sure that you join the Learning Standards Slack channel to ask any questions about implementation.

As we roll out our the Learning Standards, tutors should expect policy updates. We have two policy announcements today:

Overtime Announcement

From now on, we’ll ask tutors to limit their OT work to completing the problem at hand. If you are already in OT and the student would like to start a new and unique problem, please use the Shift Ending canned response and end the session after the student has acknowledged it! If the student pushes back, apologize once more saying that you have to go, and then end the session. However, if you feel the next problem builds upon the previous problem, feel free to continue working and we’ll trust tutor discretion.

Student Ratings Announcement

We will no longer use student ratings in any tutor performance metrics starting with our new Learning Standards rollout in June! We’ll still use ratings until then, per current policy. But, if we notice ratings drop as tutors test our new Learning Standards, we will determine alternative measures. So don’t feel afraid to implement and experiment with these new standards!

We look forward to seeing you next week at our Understand webinar on our normal schedule!