WELCOME TO THE UPP TEAM…
WE’RE SO GLAD YOU’RE HERE
INTRODUCTION
This is no ordinary team. This is not ordinary work. We seek to do exceptional work every day. Joining the UPP team is not for the feint hearted. We do it for the students who we empower with tools to THRIVE as they LEARN, LIVE and LEAD. They deserve us to give it our very best, every single day. It is an honour to do this work, and we seek to grow ourselves continually so that we may do it better.
Any experience you bring is the reason that you are on our team. However, it will not be enough to be exceptional at the standard that we maintain across our team. It will take time and effort. This journey of development reflects a marathon, not a sprint. We are invested in your training and development. However, we can only help you to the extent that you want to be helped. If you think you know it all, you’ve come to the wrong webpage. There is much learning to be done- and the professional and personal growth we share on our team is profound.
Your attitude will determine your trajectory with UPP and the number of people you will positively impact. The sky is the limit, but we must run the mile we are in.
This webpage offers a foundation for your formation as an UPP team member.
YOUR TRAINING EXPLAINED
You will be rewarded to the level you contribute. At UPP, we help people grow into the best they can be. We will go to great lengths to help people improve. We will support our team to the level that they want to grow. “You’ve gotta grow, or you’ve gotta go.” However, we will not be more invested in anyones’ growth than they are invested in their own growth. You get out what put in. It is indeed practice that makes progress. There are two main areas that will assist you at this time- solo training and coaching.
SOLO TRAINING
This involves the individual study of UPP’s website, systems and processes.
COACHING
Our Director will be your coach. They are there to assist you to become your best.
MILES
We refer to “running the mile you are in”. This is important as we consider your progress as a professional service assistant. In order to add to your skills and contribute more, we ask that you simply focus on the mile that you are in right now. Your coach helps you determine what is in your current mile. This page is laid out in terms of miles.
MILE 1- VISION, MISSION AND VALUES
OUR MISSION
AT UPP, WE FACILITATE EXCEPTIONAL WELLBEING AND LEADERSHIP WORKSHOPS THAT EMPOWER STUDENTS TO THRIVE AS THEY LEARN, LIVE AND LEAD.
WE DO THIS BY…
Making scientifically grounded strategies engaging, relevant, challenging, practical and inspiring for schools. We specialise in building growth mindsets, grit, wellbeing and leadership by facilitating exceptional incursions in Australian schools. In 2020, our team will positively impact 40000+ students through exceptional incursions.
OUR VISION…
is to help every student, be their best.
OUR VALUES
Watch the Values video below, as Luke shares about the UPP team values and the reason behind having them as such an important part of our organisation (and our lives).
Next, read over the values below. Study them. Get to know and apply them in your life and work.
MILE 2- ORGANISATIONAL CHART & THE TEAM
POSITION DESCRIPTIONS
MEET THE REST OF THE TEAM
UPP TEAM- Read team biographies here >>
Please send me your own photo and some text about yourself and I will add that to the website too.
UPP team contact list- At UPP, we aim to serve and support each other along the journey. Anyone on the team is just a phone call or email away.
We currently have facilitators based in Brisbane (where our ‘head office’ is located), Sydney and Melbourne. We service schools Australia-wide. Facilitators work at schools within their cities and, when necessary, travel from their home-cities to schools in cities located in other states such as Adelaide, Canberra and Perth.
MILE 3- WHAT DO WE DO?
WORKSHOPS FOR SCHOOLS
We run face to face workshops in schools for school students. This is the majority of the work we do. Our facilitators go to each school and work with student groups for a whole day or a session. A brief overview of our programs can be seen at our website (these, and others, will be explained in more detail in later miles).
School education in Australia includes preschool, preparatory (or kindergarten), primary school and secondary school. Our facilitators run workshops at schools for students in:
Primary school: years 5 and 6;
Secondary school: years 7, 8, 9, 10, 11 and 12.
Types of schools include government schools, non-government schools (including faith-based schools such as Catholic or Islamic schools) and schools based on educational philosophies such as Montessori and Steiner.
The school day generally starts from 8.30/9.00am and finishes by 3.00pm. Within the day, every school has their own start/finish times, daily schedule and break times.
School terms differ across Australian states and government and non-government schools have slightly different start/finish days for each term. This website gives a good overview.
WORKSHOPS FOR STAFF AND PARENTS
We run staff professional development (often called Staff PD) workshops and parent information sessions at the request of schools.
ONLINE MATERIALS
We sell online learning modules, called Thrive Online Lesson Modules, to schools.
BOOKS
Our Director and Founder, Luke McKenna, has written two books which are available as free downloads online and are also used as marketing materials. We sell hard copies of the books via Book Depository (and other online sites), at conferences or to schools who request them.
Thrive: Unlocking the truth about Student Performance; and
You are welcome to access the free downloads of these books, if that is of interest to you (reading the books will not form part of your paid training).
MILE 4- TOOLS WE USE
GOOGLE SUITE
We use Google Suite every day for our email (Gmail), calendar, drive, GMass etc. Our login details are: admin@unleashingpersonalpotential.com.au / UPP_CSL2017. Please login and take a brief look around to get a feel for the site.
We have an Operations Manual containing all our processes. As we bring you onboard, these processes will be updated to reflect our new working arrangements and responsibilities, however, have a brief look through this document.
Please review our website to give you an overview of the work we do and services we offer.
RECKON ONE
Our accounting system is called Reckon One (just for your information right now, more on this later).
All of our booking data is kept in a Google sheet called the Booking Schedule. This is a critical document to all our processes. Data we receive from schools is recorded here. We also use:
-Zapier to transfer information from the Booking Schedule to our Google calendar; and
-GMass to transfer information from the Booking Schedule into template emails prepared in Gmail.
OK, these are your first miles. Ask any questions of your coach or share any concerns before you move on to the next Mile (which will be sent to you soon), so that we can help you troubleshoot or guide you along the journey. There are no silly questions. It is wise to seek clarity.
MILE 5- LET’S GET STARTED
GMAIL
A big part of your role will be managing the Gmail account and responding to our clients.
Starting Monday, August 10, 2020 I'll send copies of the emails I send to clients to your email marrafuentes@gmail.com. I will also note the actions I have taken on each as I work through the inbox so you can start to get a feel for how we need to respond to emails and keep our processes up to date.
I will also ask you to begin drafting some simple responses on my behalf. I will email these requests to your personal email address. To draft a response email, please login in to the Gmail account, prepare the draft email (as if you are me) and then send it to me for review. I will then send the email out (and provide any feedback to you).
As mentioned, our login details are: admin@unleashingpersonalpotential.com.au / UPP_CSL2017.
GUIDELINES
Timeframes will be in AEST, please ‘translate’ into PHT.
Please email Director to confirm when a task is complete.
Seek clarity if unsure of any request.
MILE 6 - TUTORIALS BEGIN
Tutorial 1: The Booking Schedule (Operations Manual information)
Tutorial 2: Using GMass to send ‘Final Details’ emails (Operations Manual GMass process and final details)
Tutorial 3: Operations Manual checking in email process. No screen recording for this one. Refer to GMass process (Tutorial 2), if required
Tutorial 4: How to Boomerang an email to return to you for follow up.
MILE 7 - UNDERSTANDING OUR WORKFLOW
Tutorial 5: Our workflow explained
Tutorial 6: Contact Us process and responding to a ‘Contact Us’ email with a template
Booking Schedule, Worksheets | Follow Up Resources | Description | $ tab
Operations Manual, Responding to email queries
I can’t find a calendar showing week numbers for each term, however, you do have a link to the term dates (above). Each term is 10 weeks long. Please count out the weeks from the start of term to find the dates schools’ refer to when asking for ‘Term 4, Week 4’ etc.
Tutorial 7: Sending the Booking Confirmation email and adding a new booking to the Booking Schedule and Calendar
In my screen recording I forgot this important point about noting the Master Contact Us form.
Tutorial 8: Cancelling a booking
Operations Manual, Cancellations
Tutorial 9: Rules and notes when responding to emails:
Userlike emails (from the website chatbox)
New enquiries - are they already clients? How to check.
Reckon One - changing the date of an invoice
Session times - how to update the Booking Schedule once we have them
Response Order - how to triage your overflowing inbox