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Staff Operations

Purpose

Staff Operations establishes the day-to-day expectations for how the moderation team functions as a cohesive unit.

Consistent operational practices improve communication, reduce errors, and ensure that players receive fair and reliable moderation regardless of which staff member is on duty.

Team First

Moderation is a collaborative effort.

No staff member is expected to handle every situation alone.

When appropriate:

  • Ask questions.
  • Request a second opinion.
  • Escalate difficult cases.
  • Share relevant information.
  • Support fellow staff members.

Seeking assistance demonstrates professionalism—not inexperience.

Daily Responsibilities

Staff should make reasonable efforts to:

  • Monitor player reports.
  • Respond to Discord tickets.
  • Review pending investigations.
  • Document completed actions.
  • Follow up on outstanding cases.
  • Participate in staff discussions when available.

Not every staff member must be present at all times, but active participation helps maintain a healthy moderation team.

Case Ownership

Whenever practical, a single staff member should take primary responsibility for an investigation from beginning to end.

The lead moderator should:

  • Coordinate evidence collection.
  • Communicate with involved players.
  • Document the investigation.
  • Request review when required.
  • Close the case once complete.

Other staff members may assist as needed.

Escalation

Some situations should be escalated rather than handled independently.

Examples include:

  • Permanent bans.
  • Staff misconduct.
  • Governance questions.
  • Security concerns.
  • Appeals.
  • Situations involving unclear policy.
  • Conflicts of interest.

Escalation ensures important decisions receive appropriate oversight.

Conflicts of Interest

Staff should avoid moderating situations where personal relationships could reasonably affect impartiality.

Examples include cases involving:

  • Close friends.
  • Family members.
  • Current disputes.
  • Individuals with whom the moderator has a significant personal conflict.

When possible, request another staff member to lead the investigation.

Maintaining public confidence is just as important as remaining impartial.

Administrative Tools

Administrative tools exist to support moderation—not gameplay.

Staff should use administrative commands only when necessary to:

  • Investigate reports.
  • Resolve player issues.
  • Collect evidence.
  • Maintain server stability.
  • Perform legitimate administrative duties.

Every administrative action should be justifiable if reviewed later.

Documentation Workflow

When a significant case is completed:

  1. Finalize the investigation.
  2. Preserve supporting evidence.
  3. Complete required documentation.
  4. Request review if necessary.
  5. Record the final outcome.
  6. Close the case.

Following the same workflow each time improves consistency across the team.

Continuous Improvement

Staff Operations should evolve alongside the community.

When recurring issues are identified, staff are encouraged to recommend improvements to:

  • Procedures.
  • Documentation.
  • Governance.
  • Training.
  • Communication.

Small improvements made consistently create a stronger moderation team over time.

Final Principle

Successful moderation depends on teamwork.

Professional communication, consistent procedures, and mutual support allow the staff team to serve the community effectively while maintaining the trust of its players.