Yup Tutor Community

Hi, everyone,

We hope you had an excellent week! In reviewing sessions for the Outstanding Student Feedback Award, it was so exciting to see all of the sessions where you navigated students artfully through productive struggle. It is clear from student and teacher feedback that students are gaining a deeper understanding and greater problem-solving independence through your amazing work! Please read through the remainder of this post for important information and reminders. As always, thank you for all that you do!

Outstanding Student Feedback Award

Congratulations to Marley Van Deusen for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks and demonstrate excellent overall performance. 

Some of Marley’s exceptional student feedback comments include:

• “Best Tutor Ever!”
• “She was great and helped me undersatnd the materials better”
• “She was very nice!”
• “She was the best ever!”
• “Lovely at answering and explaining whatever questions you have for her best tutor evaaa <3”
• “Helped me do my work! Quick and efficient!”
• “She had really clear explanations that’s what really stood out to me!”

Way to go, Marley!

Session Volume and Scheduling

While our session volume is similar to this time last year, many of you have noticed that you’ve been scheduled for fewer hours than in the past.  This is because it was common for us to overschedule. As a result, tutors often worked shifts without ever being assigned a session. Moving forward, this will be far less common as we recently improved our scheduling systems and are now meeting session demand with greater precision.

As a reminder, hours are scheduled according to:

• Demand week over week – there is variation each week due to anticipated in-class use and adjustments to match historical demand trends.

• Availability – New scheduled hours are distributed automatically to tutors’ schedules according to their availability indicated in Humanity.

• TGP Level – Hours are distributed equitably across tutor levels. Everyone’s hours are typically within one or two hours of the level average. The table below shows the average number of hours per TGP level for last week. 

Due to fluctuating demands, there is some variability in your weekly schedule. Make sure that you check your schedule carefully each week. 

We are anticipating onboarding additional students in November, and we will continue to add scheduled hours to meet our needs. 

Reminders

Hi, everyone,

We hope you had an amazing week! Session volume continues to increase and we are optimizing the scheduled hours to match the demand. Please read through the rest of this post for examples of science problems that tutors should help students with and some helpful reminders. Thank you for the excellent work!

Science Problems

There have been a few sessions in the past few weeks where students brought science questions where they needed help with the math content (manipulating equations etc). If a student brings a science question please ask if the student needs help with the math portion of the problem before stating that we do not cover the content. Below is an example of a question where the content is science but the student needed math help.

In this example, because the formulas are given, the problem is essentially a word problem that requires little to no knowledge of physics to solve. In this situation, asking the student what they are struggling with (conceptual vs. procedural) is important prior to ending the session.

Reminders

Hi, everyone!

Thanks to everyone for all of your excellent work this week! Session volume continues to increase. We are adding shifts steadily to meet this rising demand. Please read through the rest of this post to celebrate the Outstanding Student Feedback Award recipient and some helpful reminders.

Outstanding Student Feedback Award

Congratulations to Adrian Chalabe 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 Adrian’s exceptional student feedback comments include:

• “Thank you so much for your help! You were patient and kind! I appreciate the help!”
• “Very clear and helped me understand how to do everything myself.”
• “He is awesome!”
• “Thank you so much for all your help! I understand this concept much better now! :)”
• “Very kind and helpful! :)”
• “Thanks for helping me out today!! I was really struggling and you were patient with me. :)”
• “TVery brief and efficient with the explanations, and the demonstrations, much appreciated.”
• “Best teacher!”

Way to go, Adrian!

Reminders

Hi, everyone!

We hope that you have had a great week! The 2022-23 school year has begun and session volume is increasing. We will be increasing shift volume steadily over the next couple of weeks. Please make sure that your Humanity availability is up-to-date.

Connectivity Indicator Light

You have been receiving emails with summaries of your connectivity throughout your scheduled shifts for the past couple of weeks. There has been steady improvement and we appreciate the steps that you have taken to increase connectivity. While the emails provide an overview, we want to provide real-time information so that you know if you are having connectivity issues. To accomplish this, our engineers have built a Connectivity Indicator Light. This new feature will appear to the right of the drop-down menu next to the Yup logo on each screen.

If you hover over the icon, a message will appear with a description of your connectivity. Below are the four different connectivity symbols and the description that will appear to help you determine the underlying issue.

 

If the icon is not a green check mark, you need to take action to ensure that you are actively connected to the dashboard and that your internet connection is strong. Below are a few tips for things to try if you have an internet connectivity warning.

This new feature will be deployed today! We hope this will provide more clarity and actionable information for you to be consistently available to do the amazing work you do with our Yup students throughout your shift!

TGP Refresh Timeline

The end of August marks the close of another TGP cycle. We are currently manually reviewing sessions and metrics to prepare for the refresh for the next cycle. Please review the Yup Tutor Policies for more information regarding the tutor-ranking system and TGP levels. The next TGP cycle is from September 1 – October 31. The following are dates and deadlines for information regarding August’s payment and TGP refresh.

• September 5:
  • Payment for work completed in August sent via PayPal and direct deposit
  • Payment summary emails sent
  • September 1 – October 31 TGP levels sent in payment summary email
• September 6:
  • Workbooks flip to the new TGP cycle. This will include all sessions starting September 1. Workbooks will display new TGP levels. If you do not see your new workbook, please do a hard refresh.
  • Direct deposit funds arrive in accounts

Reminders

Hi, everyone!

We hope you have had a wonderful week! Schools are beginning to reopen after the summer holiday so we hope to see a slow but steady increase in session volume. We will increase hours accordingly. Thank you for all of your care and attention in supporting our students and empowering them to learn!

Below are some notes on tutor connectivity and upcoming important dates. Have a great weekend everyone!

Tutor Connectivity

At Yup, we provide 24/7 service to students which means that tutors need to be consistently available during their scheduled shifts. We’ve noticed recently that a large proportion of students have been unable to connect with tutors despite adequate staffing. Many of you have also flagged for us that despite being available during an active shift, the ERT bot is sounding and you are never assigned a session. There are several reasons that this might be happening. We’ve outlined them below along with some solutions for the future.

To better diagnose issues in any of these areas, we will be sending weekly emails summarizing two key pieces of information:

• The total amount of time that you spent on the post-session screen beyond the expected 2.5 minutes.
• Total minutes of your shift you were actively connected to the Yup Tutor dashboard.

Please let us know you have any questions or need support!

Reminders