Sporadic Tutoring Procedure

Procedure If by 35-40 days a mentor is unable to recommend a tutor for Tutor 1 status based on the low number of sessions completed and the quality of their work is unable to be assessed, this procedure should be followed to prevent tutors from remaining at the probationary level for an excessive amount of time.

There are typically two scenarios in which a tutor reaches this point of the probationary period and few sessions have been completed:

1) Minimal Online Activity: The tutor simply is not making an effort to float during peak times if unable to schedule hours. The tutor may or may not have high need subjects, but is simply not making an effort to help him/herself get sessions. 2) High Online Activity: The tutor has one or even several new and/or low usage subjects, and is actively scheduling hours, floating during peak hours, and otherwise making an effort to get sessions. There simply are not many students requesting assistance in the subject areas the tutor is approved to work with.

In both scenarios, the mentor should start by reaching out to the tutor (if not done so already) to suggest the following actions:  Recommend floating during peak usage hours which are Sun-Thurs between 5 and 11pm ET.  Encourage the tutor to take additional exams for other subjects.  Remind the tutor that on the first Wednesday of the Month probationary tutors have scheduling priority to schedule hours for the following week.

Mentors should then request and review a User Presence report from the Mentor Manager and ask themselves the following questions:  Is the tutor logging in during peak usage hours? o Sun – Thurs between 5 and 11pm ET.  How often is the tutor logging in? o Is the tutor logging in on multiple days or just a handful of days?  How long is the tutor available for students to connect with when logged in? o Is the tutor available for 20+ minutes when logged in or only a short amount of time? 1 | P a g e Tutor.com Confidential and Proprietary — Do not distribute © 2016 Tutor.com, Inc. Unpublished—rights reserved under the Copyright Laws of the United States Sporadic Tutoring Procedure  What are the tutor’s approved subjects? o Are all subjects low usage subjects?  Is the tutor demonstrating recurring quality concerns that would prevent a move to Tutor 1 status? o Are these technique concerns that the tutor could continue to work on at the Tutor 1 level?

Based on your answers to these questions, there are several outcomes that could result.

1) If the session quality reviewed so far is acceptable and the tutor has been actively attempting to get sessions… a.i. Can we move to Tutor 1 status and monitor progress (perhaps completing a spot check every two weeks until the quality is assured to be at the tutor 1 level)? a.ii. Discuss recommendation with your senior mentor/mentor manager.

2) If quality issues have been noted in the sessions completed and the tutor has been actively attempting to get sessions… a.i. Issue advisory addressing quality concerns, but not sporadic tutoring. a.ii. Recommend adding more subjects (inform your senior mentor and mentor manager that you have recommended this). a.iii. Recommend other hours to float (if applicable). a.iv. Discuss with Senior Mentor/Mentor Manager the possibility to hand schedule for this tutor.

3) Tutor has minimal online activity. a. Inform Senior Mentor and Mentor Manager of your findings b. Mentor Manager will send Sporadic Tutoring Email b.i. If tutor does not wish to continue, mentor manager will move the account to inactive status b.ii. If tutor wishes to continue, the mentor manager will instruct the mentoring team to issue an advisory. b.ii.1. Advisory should address sporadic tutoring and any recurring quality issues noted in sessions completed. b.ii.2. If an advisory is issued, it will be the tutor’s responsibility to take what steps are necessary to complete sessions. We will have done all we can do for the tutor at this point. b.iii. At this point, the mentoring team should follow standard advisory procedures.

Email Templates

Email from Mentor to Senior Mentor and Mentor Manager seeking information about sporadic tutor at 35-40 days with sporadic tutoring

I am completing a review of from my team who is at day ______in his/her probationary period. When reviewing this tutor’s information, I noted:

Approved Subjects:

Tutor is making an effort to get sessions: Logging in during peak usage times: Logging in regularly, not just a day here and there? Available to students for a reasonable amount of time?

Tutor demonstrating recurring quality issues in the sessions completed?

What is the nature of the recurring quality concerns (if applicable):

Thanks,

Email from Mentor Manager to Tutor to determine interest in tutoring at 40-45 days with sporadic tutoring issues

Hi _____,

As you are nearing the end of your probationary period, we have conducted a review of your account and noticed that you have only been able to tutor sporadically. As a result, we wanted to send a reminder to you that the probationary period is not meant to be indefinite. To provide a high quality, reliable service to our students, it is the expectation that tutors are able and willing to tutor an average of five or more hours per week. Given the time frame of the probationary period and the number of sessions completed, we were

3 | P a g e Tutor.com Confidential and Proprietary — Do not distribute © 2016 Tutor.com, Inc. Unpublished—rights reserved under the Copyright Laws of the United States Sporadic Tutoring Procedure hoping to get some additional information from you regarding your plans to continue tutoring.

If you do wish to continue working with our service and feel you have the time to do so, we would ask that you please respond to this email within 4 days with your intentions to continue with the service and please resume tutoring as soon as possible. As a reminder, should you not have any sessions for 30 days, your account will be moved to inactives status for you.

If you feel, however, that there are factors preventing you from regular tutoring at this time, you might want to consider moving your account to inactive status. Should you choose to move your account to inactive status, you would have up to 1 year from the date of your last session to be eligible for reinstatement without having to reapply. Should you wish to be reinstated, you would just need to notify us via Tutor Support ([email protected]) and we would review the status of your account at that time. If approved, reinstatement usually only takes a few days (depending on how long you are away we may conduct an updated background check). So, let us know if this is something you would like to take advantage of.

If you are no longer interested in continuing with our service, please let us know by responding to this email. If we do not hear back from you by within 4 days, we will assume you no longer have the time available or interest in continuing and your account will be moved to inactive status.

Sincerely,

Mentor Manager email to tutor with high user presence, but low session count and CC mentor and senior mentor

Hi ______,

We have completed a review of your account today and noticed that even though you are floating as suggested in the tutor resource manual, you seem to be having difficulty getting sessions.

4 | P a g e Tutor.com Confidential and Proprietary — Do not distribute © 2016 Tutor.com, Inc. Unpublished—rights reserved under the Copyright Laws of the United States Sporadic Tutoring Procedure If the tutor is floating during nonpeak hours: First, we would like to recommend that you attempt to float during our peak usage times which are 4pm-11pm ET, Sunday-Thursday. This is when usage levels are highest and you are most likely to get a session. We encourage you to sign up for floating alerts (in the Settings and Tools menu) if you have not already done so. We also suggest that you check the schedule during the week as hours will come available throughout the day/week as they are removed by tutors due to emergencies arising. Just as a reminder, probationary tutors do have first priority scheduling on the first Wednesday of each month.

If the tutor has only low usage subjects: In reviewing your tutoring subjects, we noted that they include some of our newer and/or lower demand subjects. As fewer students are requesting help with these subjects, it means we have fewer openings on the schedule for tutors and fewer sessions being conducted. One thing we would suggest is seeing if there are some other subjects you would be comfortable tutoring. If so, you can apply to add additional subjects to your list of approved subjects. This often provides you with a greater number of available hours. To apply for additional subjects, follow this link: https://prv.tutor.com/apply/login.aspx.

You then just need to log in with the username and password you use to access the classroom. Once you have completed the test(s) for the subjects(s) you would like to add, please notify us using the Tutor Support Link at: http://support.tutor.com. We will then review the results of your completed exams and the needs of the service and notify you of our decision.

If the tutor needs hand scheduling: Acknowledging the fact that you have been attempting to get sessions through floating during the peak usage hours, and that there are no other subjects at this time for which you are comfortable completing the content exam, we would like to extend the offer to have some hours hand scheduled for you. We would be able to schedule up to 5 hours during peak usage hours to see if we can get you some sessions. If this is something you would be interested in, we would need to know by Tuesday at 12:00pm ET what hours you would like us to schedule for you for the following week. This is not something that would be a recurring option, but we would like to see if we could get you some sessions in the immediate future.

5 | P a g e Tutor.com Confidential and Proprietary — Do not distribute © 2016 Tutor.com, Inc. Unpublished—rights reserved under the Copyright Laws of the United States Sporadic Tutoring Procedure We would like to help you conduct as many sessions as possible in the next two weeks so that we can make a status change decision in the very near future. Please let us know if you have any questions or concerns.

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