STAFF DUTY OVERVIEW

Being a staff member on The Perch does not only grant you a new role on the server, it also comes with a few responsibilities. In this Handbook you will be able to very clearly see what those are. As a staff member you are expected to follow these guidelines.

We require all staff members to enable 2FA on their Microsoft account, find how-to here: https://www.groovypost.com/howto/enable-microsoft-two-step-verification/

Helper:

As a Helper you have a few responsibilities, mostly having to do with the in-game chat and Discord, here’s a quick overview:

Engaging with the Community:

Your main responsibility is to engage with our community. This includes but is not limited to welcoming new players, welcoming back returning players, answering any questions that pop up, engaging in public conversations and showing interest in the community (such as asking how their day is going/ how they are). You are a representative of the server and the way you act is how the server is received. We expect Helpers and (Sr.) Moderators to join and leave without vanish enabled to have them be visible.

Monitoring Chat:

Making sure there is no inappropriate conversation or other chat-related rule breaking is one of your main duties. Whenever you are online, we ask that you keep an eye on chat. Helpers have access to the /p (punishment) GUI. Here, helpers can perform a few actions to prevent things from getting out of hand. Including clearing chat, and muting a player.

Answering Tickets:

Tickets are a big part of our server. Players may open one for general support, bug fixes or as an appeal. There are several things expected of you when you get pinged for a ticket. In cases of appeals, never involve yourself unless told otherwise. Helpers are able to look at the appeal to learn how to handle them in case they get promoted and are expected to attend to them themselves.

We expect helpers to answer non-appeal tickets first. If it’s a question you can answer, answer it! If it’s not, tell the player that their ticket has been received, and that an appropriate staff member will be with them ASAP.

If you have additional info, an idea what’s wrong but not the permissions to fix it or found a mistake of a staff member responding to it, ping the person in staff chat instead of adding to the ticket, as that can be perceived as unprofessional.

Assisting with Events:

This is a duty that will occasionally arise. Once in a while, we will want to hold events to bring the community together, and make sure the server stays lively. This is where you come in. We expect helpers to show initiative in creating events, and actively propose events where possible. We may ask a Helper/Moderator to manage an event.

Attending to alerts:

Alerts are our server’s anti-cheat system that will notify the staff team on Discord. Helpers have the power to investigate anti-cheat alerts and x-ray alerts, but do not have the power to issue a punishment related to the alert type. Helpers can record or take screenshots of the player who triggered the alert for evidence collection in the event the player is hacking. The evidence should be sent to staff logs for a moderator or above to review and assign the appropriate punishment.

(Sr.) Moderator:

As Moderator you are considered a decision-maker for the server. We expect you to be familiar with our mechanics and rules. Furthermore, all Helper tasks and rules also apply to you, as well as additional responsibilities that come with being a Moderator.

Sr. Moderators are expected to train new Helpers Moderators, and communicate any issues within the team with the Admin team.

Attending to alerts:
As a Moderator you have 3 types of alerts that might pop up during your time on the server.

Anti-Cheat Alerts
These are alerts that our anti-cheat sends out. By clicking on them, you can check what the player is doing. If the player is a new join, it’s likely that they’re using a hacked client. If it’s a player that’s played on our server for a while, it’s likely a false flag. Judge yourself if their movements and actions look suspicious. You can use the /p menu, category ‘Hacked Client’ to punish further.

X-Ray Alerts
We have a plugin called OreAnnouncer that detects if a player might be using X-Ray. If the plugin picks up on something, you will get a message in the chat, and on Discord.

If online, we expect a Moderator to check it out, and fittingly respond to the alert. If not online, we expect a Moderator+ to handle it whenever they log on next. Make sure to add a check-mark, X or Question Mark to the X-Ray alert in Discord. Upon teleporting to an AC alert, it will disable the anti-cheat on the specific player for 60 seconds.

In order to tell if someone is using X-Ray, it’s mandatory to have proper proof. Make sure that the player is mining ores that are covered (by stone, deepslate, etc) and that there is multiple instances of it happening. We need to, in case of an appeal, be able to have overwhelming proof that they used X-Ray. When a player is using X-ray, you can use the /p (punishment) menu in order to ban, and clear their inventory.

After the ban is done, log at least 3 instances of them mining ores that were covered by something in the staff-log in discord, and add the co-ords to it.

Chat Alerts
Chat alerts are produced by our Chat Plugin, it detects a few things:

Spam, slurs, overly vulgar swear-words, and overcapitalization. Our chat filter also auto-bans when vulgar slurs are being used. Chat alerts are open to interpretation, and can’t be conclusive for a ban.

Handling Tickets (esp. Appeals):

Just like a Helper you are responsible for answering Tickets, except you are always expected to look into a situation, unless it is a ban that you have no involvement in. If an appeal is filed for your ban, we expect you to handle the appeal if available. In case of bug reports you can’t handle due to lack of permissions, handle it the same way a Helper would. In case of support tickets, see if you can help, if not, answer the ticket as a helper would and inform/ask in staff chat how to go from there.

Monitoring non-public chats:

While we are a lot stricter about what is allowed to be said in general chat, we still monitor non-public chats, these being local and party chats. These are logged in our Discord. This is to prevent harmful behavior and crack down on bullying and inappropriate conversations (especially including minors). Jokes between friends are nothing to be worried about, unless they cross the line of racism, sexism, homophobia, etc.