STAFF FAQ

If you have a question that isn't answered in this guide, we recommend asking in the #staff-chat channel on Discord. It's important to keep in mind that any questions or concerns raised by staff members should only be discussed in a staff-only channel. This helps to ensure that the community has confidence in The Perch’s team.

If a staff member is unsure about a topic and discusses it publicly, it may create doubt or uncertainty among the community. As such, we ask that all staff members adhere to this policy and raise any questions or concerns in the appropriate channels.

Is there a list of appropriate reasons for punishment?

We have a set of standard reasons for punishment that we use to maintain consistency across all staff members, these are all dished out through the /p menu.

What needs to be recorded in the #staff-log?

The #staff-log channel is a record of all rule violations that have occurred on the server. Whenever possible, staff members should include evidence to support their claims of a rule violation. The only exception to this is the use of hacked clients, as these are automatically detected by our #ac-alerts Discord channel and can serve as evidence if needed. This helps to reduce the need for staff members to collect additional screenshots and evidence when it is already available.

We take all rule violations seriously and it is important to keep a detailed record of any incidents. This allows us to ensure that all punishments are fair and consistent across all players. If you are unsure about what should be recorded in the #staff-log, please don't hesitate to ask a fellow staff member for guidance.

What system should be used when punishing players for rule violations?

We have a standardized system in place for handling rule violations. In all cases, punishments can be issued using the Punishment Menu (/p), which provides a consistent approach to handling rule violations across our staff team.

Helpers can use the Chat Misconduct and ‘Other’ categories of the Punishment Menu to punish players for chat-related offenses and severe offenses/inappropriate names. Moderators and above have a menu with 3 extra options, including Modified Client, Griefing and Gameplay Disruption.

By following this standardized system, we can ensure that all rule violations are handled fairly and consistently across all players. Our punishment menu automatically dishes out the punishment needed.

I'm not going to be online for a few days; what should I do?

If you anticipate being away from the server for longer than three, we ask you to inform us by posting in the #inactivity-notice channel on Discord. Please include the duration of your absence and the reason for your inactivity.

However, if you experience frequent periods of inactivity without providing a valid reason either in the #inactivity-notice channel or through a private message to a member of our Admin team, it may be considered a violation of your duties as a member of The Perch’s staff team.

We understand that unexpected circumstances may arise that prevent you from being active on the server. However, it's important to keep the team informed so that we can plan accordingly and ensure that the server continues to operate smoothly. If you have any questions or concerns about this policy, please don't hesitate to reach out to a member of our admin team.

How do I enable 2FA?

To ensure the security and integrity of our server, we ask that all staff members use a Two-Factor Authenticator App, such as Google Authenticator, to enable 2FA on their Microsoft Account. This is due to the potential impact that commands can have on a player's experience.

For other staff members, enabling 2FA is preferred but not mandatory. We strongly recommend that all staff members enable 2FA for their Microsoft Account to enhance the security of their account and prevent any unauthorized access.

We have provided a tutorial on how to set up 2FA on your Microsoft Account using Google Authenticator. Please visit the following link for more information: https://www.groovypost.com/howto/enable-microsoft-two-step-verification/

If you have any questions or concerns about this policy or need assistance setting up 2FA, please don't hesitate to reach out to a member of senior management.

What should I do if I'm having an issue with another member of staff?

While we hope that all members of The Perch’s staff team will maintain positive working relationships with one another, we understand that conflicts or issues may arise from time to time.

If you find yourself in a situation where you are experiencing difficulty with another member of staff, we encourage you to address the issue in a professional and respectful manner. The best course of action is to speak to a member of our Admin Team about the issue privately.

If the problem is with a senior staff member, we ask that you go directly to Kaya to discuss the matter. We believe in maintaining a healthy and supportive work environment for all members of The Perch’s staff team, and we will do our best to resolve any conflicts or issues in a fair and timely manner.

Should I be acting a certain way when using public chat/voice channels?

As a staff member, it is important to conduct yourself in a professional manner when communicating in public chat and voice channels. You are a representative of The Perch and are responsible for enforcing its rules, so you should strive to be a positive role model for players on the server and any Perch-related platforms.

While it is okay to express your opinions, keep in mind that negative comments about changelogs, feature updates, rule changes, or decisions can impact the community's perception of The Perch’s team. We strongly advise you to be mindful of this at all times. Additionally, it is crucial to demonstrate unity as a team, and your actions on any Perch-related servers or social media should reflect this. When players ask you questions, answer them in a respectful and helpful manner, regardless of your rank.

Finally, if you are unsure about something, do not guess. Instead, use phrases like "Hi X, I'm not sure about that specific feature, but I can double-check for you!" or "I haven't used that myself, but I'll ask other members of staff to see if they have!" to show that you are capable of finding the answer.

Am I able to talk to non-staff members about staff-only conversations?

As a staff member, it's essential to maintain the confidentiality of any private channels, content, and servers that you have access to. Sharing staff-only conversations, future content, disputes, or any other sensitive information with non-staff members is strictly prohibited and will result in immediate punishment, including possible removal from the staff team.

Therefore, it is critical to maintain the confidentiality of any staff-only conversations or information and to ensure that they are only shared with authorized staff members on a need-to-know basis.

How should I know when to be strict or lenient?

It can be challenging to determine when to issue punishment for a rule violation. In some cases, a simple verbal warning may be more appropriate than a specific punishment. The Perch accommodates a variety of players, and keeping conversations in chat friendly, inviting, and following the rules can be difficult.

Therefore, it's important to use your judgment as a member of staff to determine the best course of action. For example, if a conversation harmlessly edges into NSFW or becomes too spammy, an indirect verbal warning to the players involved can often resolve the issue. Here are some examples of such warnings:

"I think we're getting a little off-topic now. Why don't we talk about something else?"

"I don't think this is something we need to get further into. Let's move on."

"I don't want to start handing out punishments for breaking rules, so let's stop now."

However, it's essential to acknowledge and put into practice any necessary punishments when they are required. If you're unsure, consult a member of our Core Team for guidance.

How do I handle Discord tickets?

Support tickets are an essential part of what makes an online community work well. Quick, responsive and concise tickets allow for support to be given professionally and give the player confidence that when they have an issue, it'll quickly be handled.

Players make tickets for all sorts of reasons and while you may not have the ability to resolve their issue, it's always best to respond with an acknowledgement of the issue as soon as a ticket comes in, this could be done with a message similar to the following:

• “Hi there, thank you for bringing this issue to our attention; we'll work to get this issue resolved as quickly as possible.”

Only staff ranks are permitted to interact with tickets, however, Content roles may become involved in tickets only if requested to do so by a member of the staff team. Furthermore, if an issue is being dealt with by one member of staff, please refrain from involving yourself if it's unnecessary, this can cause confusion to the player and be perceived as disorganized. If you are dealing with a ticket, make sure to gain all information about the issue, and if a higher member of staff is needing to be involved, tag the desired staff member/role (usually Administrators).

What does "[AUTO]" mean in staff chat?

When a staff member clicks on an x-ray/anti-cheat alert, they will vanish, teleport to the player, and send a notification in staff chat that says "I'll check on this alert." This notification will be prefaced with "[Auto]" to indicate that it was automatically generated by the system. This helps to inform other staff members that the alert is being handled and allows other staff members to not respond to it, unless needed.

What to do if a punishment needs to be given that I can't give?

If you find yourself in a situation where you are unable to give a necessary punishment, please notify a Moderator as soon as possible. You can do this either in-game or via #staff-chat. It is important to provide as much information as possible, including the individuals involved and any actions that have already been taken. The Mod+ will then handle the situation accordingly. Remember that as a staff member, it is important to work together as a team to ensure the best experience for all players on the server.