Security Staff Roles

A detailed explanation of duties for each Security role.

  1. Jorick
    Security saw the most change of all the staff departments with the introduction of specific staff roles. This Resource will explain each of the roles in probably excessive detail so the intended functions of these roles are made painfully obvious. Note that Security staff members assigned to a particular role are expected to focus most of their work on those tasks, but they are welcome to branch out and do other things and they will sometimes get tapped to work a case outside of their area of expertise as needed.

    SECURITY LEAD

    There are two team leaders. While both have the authority to do all of the below, one shall be expected to focus more on assigning cases and training new Security members and the other shall be expected to focus more on advising and handling tough cases personally.

    • Assign cases to Security staffers. Case assignments should balance the desire to give cases to staffers with relevant roles and the need to prevent overloading specific people with too much work.
    • Advise Security staffers on how to proceed with cases.
    • Aid in training new Security staffers.
    • Provide monthly assessments of the Security staffers' performance to the Security Administrator. Sometimes they will be tasked with writing a review to be seen by the staff rather than simply passing the information along.
    • Handle extremely volatile, time sensitive, or otherwise complicated cases as necessary to avoid overloading regular Security staffers and to provide opportunities for education for less experienced members of Security.
    • Take over cases from other Security members when things get out of hand and they request assistance or the decision is made that intervention is necessary. This decision will be made at the discretion of any individual Security Lead or Administrator.
    • Exercise ban authority alongside the Administrators to decide whether or not to ban users from Iwaku.
    • Perform legislative duties such as writing Resources, PSAs, guides, FAQs, or rules updates as needed and commenting on threads in the Legislative Branch of the Security area.
    • Act as liaisons to AMOR as needed. See Liaison role explanation for further details.

    ENFORCER

    Enforcers are the active moderators of the site who go out and handle problems directly rather than waiting for reports to come in. They have a higher level of autonomy than other Security staff members to be able to perform their duties. We aim to have at least 6 Enforcers to adequately handle the needs of the job.

    • Actively look through the following areas of the site for trouble or rule-breaking activities: Chats, Clans, Blogs, the Gallery, and the off-topic boards of the forum.
    • Be a visible presence in the sections they work on. Deterrence by way of visibility is an important function of an Enforcer.
    • Handle the moderation duties of Clans (such as deleting old ones as needed), ad banners, and anything else that requires Security permissions to moderate.
    • Report all rules enforcement actions after the fact to maintain a record of problems. Provide an explanation as well as any logs or links as necessary.
    • Give out warnings for spotted rules violations. They may be done via posting in a thread to tell members to cease some behavior (these are unofficial warnings that do not need to be reported) or via a PM to members, a post warning, or a warning applied directly to a member's account (type of warning given is at the Enforcer's discretion, but all three of these are official warnings that need to be reported).
    • Handle certain problems immediately when spotted. People getting into heated arguments, airing dirty laundry, posting porn in chats, and similar minor problems can be dealt with by the Enforcer as necessary and then reported after it is done.
    • Report any problems found that are beyond the level where simply warning or dispersing troublemakers will not suffice. This includes repeat offenders who have not improved their behavior despite being warned multiple times before.
    • Handle any cases assigned to you by the Security Leads or Administrators.
    • Enforcers are not expected to be fully trained on proper message drafting for regular case work. They will be informed individually which types of cases they are experienced enough to handle without getting prior authorization to send each message.
    • Post logs of case communication to case threads for the sake of accurate record keeping.

    The following duties are not mandatory, though doing them will be appreciated:
    • Comment on case threads assigned to others.
    • Aid in legislative efforts by commenting on threads in the Legislative Branch or drafting up Resources on useful topics.

    CASE WORKER

    Case Workers are expected to handle long-term problem members or those who require careful handling. We aim to have at least 5 Case Workers on staff to handle these needs.

    • Help identify those who are or are likely to become long-term problem members by keeping track of those who commit repeat offenses and/or refuse to accept blame for their actions and/or refuse to heed initial staff warnings.
    • Handle any cases assigned to you by the Security Leads or Administrators. This is a Case Worker's primary duty, and as such they will often be handling multiple cases at one time.
    • The goal for a Case Worker is to help guide troublesome members toward behavioral improvement. They need to remain calm and professional in their communications with these members and exercise their people skills to keep them calm and get them to listen. Keep this in mind when drafting messages.
    • Once Case Workers are informed they are no longer in the training period for the role, they do not have to get prior approval to send their messages for regular cases unless a Security Lead or Administrator tells them they must. All but the extremely delicate or highly explosive cases should be fine for a trained Case Worker to tackle without having their hand held.
    • Post logs of case communication to case threads for the sake of accurate record keeping.
    • Comment on case threads assigned to others.

    The following duties are not mandatory, though doing them will be appreciated:
    • Aid in legislative efforts by commenting on threads in the Legislative Branch or drafting up Resources on useful topics.

    INVESTIGATOR

    Investigators are expected to seek out various rules violations as well as handle cases that do not fall under the specialties of the Case Workers. We aim to have at least 5 Investigators in Security to handle the needs of this job.

    • Actively look for members who are suspected of using multiple accounts, lying about their age, or evading a ban. Upon finding such cases, Investigators are expected to report them and perform basic preliminary investigation to find anything that supports the suspected rules violation.
    • Handle any cases assigned to you by the Security Leads or Administrators. Cases involving members you reported for the above suspected violations should always be assigned to you unless you already have a heavy case load.
    • Once Investigators are informed they are no longer in the training period for the role, they do not have to get prior approval to send their messages for regular cases unless a Security Lead or Administrator tells them they must. Typically only cases assigned outside of the normal realm of Investigator cases should require this level of cautious communication.
    • Post logs of case communication to case threads for the sake of accurate record keeping.
    • Gather facts and evidence of rules violations on Iwaku and information on members suspected of rules violations.
    • Use gathered information to search the internet to confirm age and other identifying info of suspected rule violators by seeking social media profiles, profiles on other forums, and so on. This should be necessary only to confirm or deny suspected multiple account use, age circumvention, and ban evaders if there is no obvious damning evidence available.
    • Check through Chats, Clans, Blogs, and the Gallery for any content that violates rules.
    • Comment on case threads assigned to others.

    The following duties are not mandatory, though doing them will be appreciated:
    • Aid in legislative efforts by commenting on threads in the Legislative Branch or drafting up Resources on useful topics.

    LEGISLATOR

    Legislators are expected to work with the Security Leads and Administrators to improve site policy by identifying area in need of clarification and writing updates to FAQs, Rules, and similar things. We aim to have at least 2 Legislators on the Security staff.

    • Help identify site policy that needs clarification or updates. This can be accomplished by reading Security case threads to see where confusion exists, seeing what rules and policies confuse regular members, and reading through existing posted policy to find weak spots.
    • Keep up to date on current rules and policies.
    • Write PSAs, FAQs, rules updates, guides, and Resources as needed or requested by Security Leads or Administrators.
    • Aid in training new Security staff members by explaining policy and procedures to them when questions arise.
    • Keep an eye on current Security case threads to spot policy confusion. Correct it when you know the answer, call in Administrators if you do not. If it's something not covered by existing rules or policies, or it's something that has gotten repeatedly confused, bring it up in the Legislative Branch as a needed addition or update to our policies.
    • Comment on case threads assigned to others for reasons other than policy issues. Performing this job duty is appreciated but not mandatory.
    • Handle any cases assigned to you by the Security Leads or Administrators. This should only happen if other Security staff members are all already busy with cases or you get tired of being just a policy clerk and request some work to get you out of the legislative office for a bit.
    • Legislators are expected to be intimately familiar with Security policy before being assigned to the role, and as such they should require no prior authorization to send messages for assigned cases in most circumstances. A Security Lead or Administrator will inform Legislators if this is necessary for an assigned case.
    • Post logs of case communication to case threads for the sake of accurate record keeping.

    LIAISON

    There will be two sets of Liaisons present at all times. The first will be Iwaku's Liaisons to AMOR; these consist of the Iwaku Administrators and the Security Leads and they have access to AMOR's staff areas to do this job. The second set are AMOR's Liaisons to Iwaku; they are individuals that are part of AMOR's staff that have been selected by Diana (AMOR's Administrator) and approved by Iwaku's Administrators to have access to the Iwaku staff areas, particularly Security, to be able to do this job. The following is very general because specific policy regarding Liaisons may change as new challenges and problems arise.

    • DO NOT perform any moderation duties on the site you are a Liaison to unless you have specific permission from that site's Administration or have been hired to staff on both sites. Minor selfish uses of moderation powers to bump your own partner search threads are fine, but you ARE NOT part of the official staff team of that site and should not behave as if you are.
    • Currently Liaisons to Iwaku are authorized by the Administrators to explain site policy to people when rule breaking is spotted (and reporting such incidents is also greatly appreciated) and use the kick command in chats in case of emergencies. They are also welcome to comment on Security case threads, so long as they are making productive comments about the case.
    • Give warnings about trouble members or drama that may cross over to the site you are a liaison to. Use your discretion or guidance from your site's Administration to determine whether or not an issue is likely to cross over and whether or not it is serious enough to merit a warning.
    • Perform searches of your liaison site's security files to look up information on troublemakers who are known or suspected to be present on both sites.
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