I’VE BEEN SUSPENDED!
…now what? What does this mean?
Here at Got It!, we’ve developed a product we truly believe in — with Experts of the highest caliber to carry out this product and deliver quality content. Since Experts (such as yourselves) are such a major component of this product, we need to ensure all sessions and actions within the platform continue to perform at the desired quality and capacity. As such, our Got It! policies were created and enforced — it is the lack of following these policies that may need to one of the following disciplinary actions:
- Suspension — 3 to 30 days temporary suspension
- Decertification — removal of a subject
- Off-boarding — permanent ban
Disciplinary Triggers
Sessions are subject to auditing for the 5Ds of our company policy and are given ratings by our student users. Low audit scores trigger temporary suspension while multiple audit scores and multiple low student ratings result in decertification or off-boarding. The details for which these triggers are below:
- Suspension
- Format score of D
- Service score of D
- Accuracy score of No (specifically for the wrong concept used)
- Decertification
- Multiple Accuracy scores of No
- Multiple low student ratings
- Multiple claimed but unanswered (CBU) sessions
- Off-boarding
- Multiple Format scores of C or D
- Multiple Service scores of C or D
- PII score of Yes
In addition, we expect all experts to maintain a level of professional behavior when talking in session. As such, behavioral actions may also trigger disciplinary action. This includes but does not limit to:
- Use of profanity or rudeness to student
- Unprofessional behavior
- Collusion/fraud
Early prevention
To steer clear of violating our disciplinary regulations, consider these practical suggestions:
- Attentiveness to Audit Feedback: Carefully review feedback provided by auditors. This will help you pinpoint areas in your explanations that require enhancement. Strive to incorporate these improvements in your subsequent sessions.
- Mitigation of Incomplete Sessions (CBU – Claimed But Unanswered): Refrain from delivering an excessive number of incomplete sessions, where you claim questions but don’t provide answers. A general guideline is to maintain a CBU rate below 18%.
- Caution Regarding Low Ratings: Keep in mind that students might occasionally leave unjustified ratings, which have a limited impact on your overall student rating score. If you consistently receive low ratings, consider taking a break, reviewing auditor feedback, and revisiting the training material focused on achieving 5-star ratings from students here.
Other useful information
- How can I tell how long I’ve been suspended?
- You will receive an e-mail communication regarding the details of your suspension. In addition, when you attempt to log into the Expert Portal, you will receive a time and date (in Central Time) for when your suspension will be lifted.
- Does receiving a warning or suspension affect my ranking?
- No, the two are separate processes. However, audit scores are the key influences to both ranking and disciplinary actions.
- Can I get suspended or off-boarded while I’m still logged into the Expert Portal?
- Yes, the suspension and off-boarding will log you off the Expert Portal and provide you with the expected time and date (again, in Central Time) for when you can re-enter.