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RARERO STAFF HANDBOOK Welcome to the RareRO Staff Team! We’re sure you have a lot of questions and feedback, so we created this handbook to help each staff member understand, comprehend and adhere to our expectations, rules and guidelines. While this may encompass our general organization policies, you should also ensure that you’re aware of any departmental policies or guidelines. If you have any questions or feedback, please contact your direct manager.

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TABLE OF CONTENTS General Guidelines........................................................................................................................................................ 4 Professionalism.......................................................................................................................................................... 4 Personal Relationships............................................................................................................................................... 4 Corruption ................................................................................................................................................................. 4 Teamwork .................................................................................................................................................................. 5 Constructive Criticism ................................................................................................................................................ 5 Counseling ............................................................................................................................................................. 5 Performance Evaluation ........................................................................................................................................ 5 Player Feedback ..................................................................................................................................................... 5 Legitimate Accounts .................................................................................................................................................. 5 Inability To Perform ................................................................................................................................................... 6 E-mail & Schedule ......................................................................................................................................................... 6 Staff Schedule ............................................................................................................................................................6 Staff Logging ............................................................................................................................................................6 Availability ................................................................................................................................................................. 6 Punctuality ............................................................................................................................................................. 6 Time-Off ..................................................................................................................................................................... 6 Internal Processes ......................................................................................................................................................... 7 Human Resources ...................................................................................................................................................... 7 30 Day Trial Period..................................................................................................................................................... 7 Expectation ............................................................................................................................................................ 7 Human Resources Contact..................................................................................................................................... 7 Conduct/Reprimands ............................................................................................................................................. 7 Sign Off .................................................................................................................................................................. 8 Employment Documentation, Processes & Status .................................................................................................... 8 Human Resources File ........................................................................................................................................... 8 Human Resources Involvement/Discrepancies With Management ...................................................................... 8 Department Transfers ........................................................................................................................................... 8 Written Reprimands/Counseling ........................................................................................................................... 8 Performance Improvement Plan (“PIP”)................................................................................................................ 9

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Termination ...........................................................................................................................................................9 Security ......................................................................................................................................................................9 Confidentiality ...........................................................................................................................................................9 Contractual Agreement with RareRO....................................................................................................................10

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STAFF HANDBOOK GENERAL GUIDELINES It is important that the staff team maintains a professional, knowledgeable and healthy relationship with co-staff, management and our players. To ensure these needs are met effectively, we require that staff abide to a core set of guidelines. By meeting these guidelines, we are able to proactively cooperate with our co-staff, managers and community. Failure to meet these guidelines is unacceptable.

PROFESSIONALISM It is crucial that the staff team acts within professional means. Communication itself is about explicit language – speaking and writing words – but communication is also about implicit messages such as tone or use of verbiage. With that being said, we require our staff to represent us wholeheartedly in a professional manner especially in public channels. When this guideline is met, the community has respect for not only the staff as an entity but each individual member.

PERSONAL RELATIONSHIPS

or Any personal relationship that is developed prior to staff will be acknowledged by the applicant either prior to after hire. If this has not happened in reasonable time, the 30-day trial will be terminated. Kaiz/Vylet will be required to approve all staff relationships. Examples of Personal Relationships: 1) Exclusive or non-exclusive relationship; e.g. boyfriend/girlfriend, engaged, marriage, engaging in sexual activities, dating

CORRUPTION While having multiple definitions, in our case, corruption is the abuse of power. Any unfair, foul or misuse of title, authority or granted power will result in serious termination. This type of termination will also result in a permanent Internet Protocol (IP) ban and blacklist from our server. Any legitimate accounts, including players or personal, involved will be also blocked. As a precaution, all staff is blocked from the ability of dropping, trading or storing items. Furthermore, all staff of required level will be blocked from spawning or killing monsters. Examples of Corruption: 1) Using @item or @zeny to create for an account other than your staff account. 2) Killing monsters on a map none other than for GM purposes. 3) Favoritism towards a specific group, guild, party or player(s). 4) Oversaturation of commands or title; e.g. using broadcast too much. 5) Entering competitive player areas; e.g. PVP, WoE, et cetera 6) Failure to enforce the approved Rules & Regulations. 7) Any public/private fights, debates or unprofessional behavior with players. This will result in immediate termination, Internet Protocol (IP) ban and blacklist.

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STAFF HANDBOOK TEAMWORK Teamwork is important for any team or collaboration with an ultimate goal or focus. With that being said, all staff is required to appropriately communicate, 'divvy' up responsibilities and assist each other per management’s request. Staff members should respect and take part in activities with each individual staff member. Departments should correspond effectively via their managers.

CONSTRUCTIVE CRITICISM Throughout your experience as a staff member, you will receive constructive criticism which is designed to improve your qualities and work-related ethics. With that being said, staff is expected to take constructive and appropriate criticism from management. Players will also have the opportunity to give feedback through the appropriate forums.

COUNSELING Periodically management will hold meetings and counseling sessions to address performance whether negative or positive. These are designed to give the staff member an idea of how management feels they are performing, receive feedback from the staff member and address our expectations.

PERFORMANCE EVALUATION Management will deliver bi-monthly performance reviews. The staff member will receive a 30 days with RareRO counseling and review sign-off (for more information, see the 30-day sign off section). These reviews will be conducted by the staff member’s direct manager, presented to the staff member via a scheduled counseling meeting and the final approval will be verified by the Chief Operating Officer.

PLAYER FEEDBACK Players will be allowed to deliver feedback via the Staff Feedback forum. The player will be required to abide to the rules & guidelines of this said forum. All staff members are prohibited from responding to their own reviews. Any responses they feel should be made must be performed by their direct manager. Failure to abide to this policy will result in immediate termination.

LEGITIMATE ACCOUNTS Staff members are encouraged to utilize a legitimate account given the permission by the direct manager. This account should not affect your in-game time on your GM character as promised. Furthermore, staff members are required to represent the server as they are on their GM character. Legitimate Accounts are subject to punishment per any Staff violations.

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STAFF HANDBOOK INABILITY TO PERFORM

If a staff member is unable to perform adequately to expectations or is impaired they are prohibited from being on RareRO completely. They are unable to use their legitimate account, as well, until this has subsided. Any violations will result in immediate termination. Staff members are required to represent the server as a drug-free and abuse-free entity. Any acknowledgement or signs of drug abuse/intoxication will result in immediate termination.

E-MAIL & SCHEDULE Scheduling is an important method to our organization to ensure nobody is left behind and everyone is on the same page. Staff members are required to fulfill the schedule stipulated in the application and approved via interview/hire. Any changes to availability or hours must be approved by the staff member’s direct manager. The RareRO staff team utilizes Google as a communication hub. Staff members have the available options of the full Google Talk desktop client, Smartphones (iPhone, Android, etc) with instant notifications and/or Google Web Access. Staff members should check e-mail and the staff calendar daily.

STAFF SCHEDULE Each staff member is required to stay up-to-date with the shared calendar, Staff Schedule. Upon hire, this calendar will be provided to you via Human Resources. Any questions on how to use the staff schedule should be presented to management.

STAFF LOGGING

All staff members, excluding (but not limited to) trial GM, must adhere to keeping an updated log neatly placed within the GM+ portions on the forums. These logs will provide daily records of activities executed by it's set user. It is important that each staff member will note any disciplinary action set by a specific clause so that the appropriate departmental group tiers may investigate further on the issue.

AVAILABILITY Staff members are required to set-up, upon hire, their personal calendar via Google. This calendar will have permissions for their direct manager to “review” the times on it. The set-up process should include setting up appointment slots day-by-day, Sunday through Saturday, for availability. Each all-day event (for being off a whole day) or appointment (for showing when available, working, at school, etc) should be set, under the Recurrence button, with a recurrence, weekly, recur every 1 week, on specific day(s) and no end date for range of recurrence.

PUNCTUALITY Punctuality and reliability is a key aspect to our staff team. Failure to abide by scheduled meetings, events and availability will result in punishment protocol. All staff members are expected to withhold responsibility and maturity. Management will not continually push subordinate staff to follow through.

TIME-OFF Time Off is defined as not signing in to your GM character for over three days – this is dependent on your availability approved via hire. All staff is required to submit a Time-Off Request Form, completed, to their direct manager, a day before taking the time off. Any time off requests that exceed 3 days is required to be submitted one week in advance. Time-Off exceeding 9 days will result in punishment protocol by the direct manager. Direct Managers are responsible for appropriately creating, based on standards, all-day and appointment events via the Staff Calendar. RareRO Staff Handbook – Revised 06.07.2013 by Host


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STAFF HANDBOOK INTERNAL PROCESSES HUMAN RESOURCES Human Resources is a department led by the Director of HR. This department is designed for the upbringing of motivated staff that is knowledgeable of the RareRO staff culture, rules and regulations. This department is the first contact with all staff and the staff member’s right-hand when situations or investigations are warranted. Staff members are encouraged to seek HR when they feel uneasy about their GM position. All Human Resources investigations, meetings and internal knowledge are completely confidential. Management responsible for violating HR policies will be immediately terminated.

30 DAY TRIAL PERIOD The Trial Period is designed to allow the staff member to blossom into a professional, motivated and knowledgeable staff member. This period will season the candidate into the ideal personnel for their department. This time period also gives the direct manager an opportunity to see if the staff member truly fits contingent of a successful interview/hire process as well as evaluate this candidate closely.

EXPECTATION Trial staff members are expected to closely shadow their co-staff (individuals approved by the direct manager), perform tasks and responsibilities assigned by the department’s senior staff (e.g. team leader or department manager/head), ask questions and give appropriate feedback, proactively work in a team and finally abide by all organizational and departmental rules & regulations.

HUMAN RESOURCES CONTACT Trial staff members are given a HR contact for questions, feedback and assistance. During the trial period, the staff member should proactively respond to HR requests or any meetings. Human Resources will get the staff member started by creating all access to the server; issue handbooks and information; and introduce the staff member to the community. Finally, HR will be involved in the 30 day sign off meeting.

CONDUCT/REPRIMANDS As the staff member is in a trial period, any violations will be addressed via a counseling meeting. This meeting may be an informal warning, written reprimand or immediate termination forfeiting the ability to engage in a 30 day sign off.

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STAFF HANDBOOK SIGN OFF Upon hire, an all-day meeting-categorized event in 30 days is scheduled including the staff member, direct manager and HR representative. Once this day is near, the direct manager will be expected to schedule a meetingcategorized appointment on this day that encompasses the appropriate time all parties will be available to attend. This meeting should happen the day of and failure to execute on this day must be approved in advance by the HR Director, Chief Operating Officer and Chief Executive Officer. During this meeting, the direct manager will issue either a signed Performance Review (type selection as 30 day sign off) that will be issued to the staff member via e-mail afterwards or an extenuated trial period memorandum or a memorandum of counseling resulting in termination.

EMPLOYMENT DOCUMENTATION, PROCESSES & STATUS Examples requiring HR involvement include: department transfers, probation “PIP” and termination.

HUMAN RESOURCES FILE All staff have a HR file created. This file includes any official documentation. Examples of documentation include interview notes/checklist, hiring checklist, written reprimands, etc. Employees are allowed to review their HR file with a Human Resources representative by scheduling a meeting with HR.

HUMAN RESOURCES INVOLVEMENT/DISCREPANCIES WITH MANAGEMENT Termination and department transfers require HR involvement. HR addresses any discrepancies with the direct manager’s decision via the direct manager for final approval and addresses it accordingly; e.g. If the COO is terminating and HR disagrees, Kaiz will be required to approve and HR will deliver the decision made with the parties involved. All meetings and changes in employment are delivered via Google Talk privately.

DEPARTMENT TRANSFERS The process of transferring departments is via an unoccupied position announced by HR. The staff member interested will be required to inform their direct manager, be within their current position for at least 30 days, fill out the transfer application, send the filled out transfer application to their direct manager, receive the transfer application from their direct manager and present it to Human Resources completed. Afterwards, if the other department is interested, an interview will be scheduled and the process will follow from that point on per HR guidelines.

WRITTEN REPRIMANDS/COUNSELING Failure to meet the demands of the department or management’s expectations will result in formal counseling sessions. During these sessions a written reprimand (i.e. write up) will be issued after the meeting via e-mail. These meetings will address and re-visit the expectation and policies. Furthermore, any resulting actions by management will be presented to the staff member once all factual violation-related or unsatisfactory behavior has been professionally and appropriately addressed. Human Resources will only sit in meetings involving termination unless otherwise decided upon by the direct manager. Other parties applicable in these meetings include senior department staff subordinate to the direct manager’s authority (i.e. Team Leaders). In some scenarios, Executive Management may oversee these meetings.

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STAFF HANDBOOK PERFORMANCE IMPROVEMENT PLAN (“PIP”) A Performance Improvement Plan or “PIP” is issued to staff members deemed in violation of or withholding excessive violations. This is issued on a case-by-case situation. Performance Improvement Plan is a plan given to an employee whose performance is unsatisfactory in one or more critical elements for the purpose of identifying the deficiencies and how to correct them to attain and sustain performance at the Minimally Meets Expectations level. Staff members whom have trouble following the rules and receive written memorandums are subject to termination. An appeals process is acceptable via Human Resources when a staff member feels as if their written reprimand is unjustified.

TERMINATION Failure to perform adequately during the Trial period or the obtainment of excessive write-ups/major violations will result in termination. Termination will include HR involvement and during this process a written reprimand of termination will be issued stipulating matters such as keeping legitimate accounts, any access denied (IP ban) and such. Blacklisting from the community happens when corruption is prevalent in the staff member’s reign. Any signs of corruption after the termination may result in additional punishment executed and documented. Some cases of termination may result in public awareness dependent on the reason. Staff members whom do not leave on a professional, confidential and appropriate level will be subject to additional punishment including blacklisting.

SECURITY Staff members are required to secure their accounts with strong passwords. Failure to prevent your account from unauthorized access will result in immediate termination. Staff members are expected to never ask anyone for their passwords. Any violations will also be subject to public acknowledgement deemed appropriate.

CONFIDENTIALITY All staff documentation, decisions, reasoning, communication and other staff-related information is completely confidential. Any violations dependent on the situation will result in immediate termination, Internet Protocol (IP) ban and blacklisting from the community. Staff members are in agreement upon hire to do so whether a change in employment status has occurred.

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CONTRACTUAL AGREEMENT WITH RARERO CONTRACTUAL AGREEMENT WITH RARERO Upon accepting Human Resources offer of hire, the staff member is in agreement of the following handbook and any policies established hereinafter. The staff member acknowledges the result of any violation or infringement may be anything from termination to complete blacklisting from RareRO. The staff member also agrees that all staff information and documentation is completely confidential to personnel only. The staff member agrees to withhold this confidentiality during the term of employment and if terminated continue to withhold to this agreement and any established stipulations. Any violations to this agreement during or after employment with RareRO will result in permanent blacklisting from our community under all aliases. Human Resources and Executive Management has the right to release any staff member documentation deeming it being challenged by the staff member or third parties for reasoning of ensuring the organization’s image is preserved.

RareRO Staff Handbook – Revised 06.07.2013 by Host


RareRO Staff Handbook