Player Helper Leader
From FiranMUX
A Player Helper Leader is the PHers liaison to the wizards. They are the first line of defense, they are the decision makers of the PHers. If they ask the PHers to do something, PHers need to abide by it and do it. They are, of course, permitted to appeal decisions made by the PHLs. That appeal would go to staff. Likewise, PHers should listen to those above them on the @phmentors tree. They may appeal THOSE decisions to the PHLs.
Currently, your PHLs are Ladonna, Taleo, Kendra, Achillus, Adan, and Ania.
A PHL does have responsibilities. They are as follows.
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Limit Requirements and Maintenance
It is a PHer Leader's duty to keep up with the @helpreq limits. Sometimes the list becomes rather overwhelming as new work is passed onto PHers or daily requests start to pile in. In order to complete these requests, player helpers may be permissed to take more than their alloted share of requests for a period of time in order to lower the workload. The PHer Leaders will confer with each other as to when the limit requirements will be changed and when appropriate, reset them to the original limits. The current limits can be found at: Player Helper Limits
Knowing Your Stuff
Being a PHer Leader means that you are often asked questions on how to do things, the proper process for completing @helpreqs and just generally being a sounding board for those who are not as experienced. As a PHL, you are expected to be around and helpful for other PHers. You should know all there is to know about being a PHer and be able to pass that information on as needed.
Mentoring
We have some turnover with PHers -- as new PHers come in, the PHLs should welcome them, make sure they're settling in comfortably and ensure that they are processing helpreqs in an appropriate amount of time and correctly. They should ensure each new PHer has a mentor and that their mentor is actually working with the new PHer. If not, a new mentor should be @requested, or a PHL is expected to compensate. The goal here is not to lose new PHers because they feel frusrated because they are not getting any help.
Train and be Trained
Learn new processes first and train the rest of the PH staff in their use. Often the duties needed of a PHer change to keep up with the rest of staff and the changing needs of the game. PHLs are expected to learn these processes and teach them to the rest of the PHers to allieviate much of the teaching burden on the PHer Wizard staff.
Be an intermediary
There are times where even Player Helpers just need to talk about things that are happening. Sometimes there's a problem, sometimes there isn't. When appropriate, the PHer Leaders should try to be a sounding board for other PHers and also try to diffuse potential problems between PHers before they get can escalate. When necessary, the PHer Leader can contact the PHer Wizards to handle any situations as necessary.
Be a presence on the PH channel
PHer leaders should be present and helpful on the PHer channel. They should be actively aware of what issues are being presented on the channel and answer questions and concerns to the best of their ability. Those things they can't answer should be referred to the PH Wizard staff or @requested. PH leaders may also need to moderate channel conversations to keep tensions down, as some topics, such as CP and SP nominations, can be sensitive to other PHers on the channel.
Timeliness
Sometimes @helpreqs get a bit behind and some get old. There are logical reasons for this sometimes. PHer Leaders should keep track of anything over 60 days old. If not being worked on, when reasonable, you can use the command '@helpreq/unassign' to have the @helpreq releaseed so someone else can claim and finish it.
PHer Leader disciplinary process
A PHL should never be in a position to discipline player helpers, they are to act on an interventionary level, preventing the need for confers with the wizards as possible. With this in mind, there are sometimes issues with PHers that need to be addressed, @helpreqs overclaimed, old helpreqs being held onto:
First instance, page or @mail the person, speak to them about what you noticed and how to fix the problem. A gentle reminder is all that is necessary -- @request to the PHer wizards to document and send a log to firan-admin@yahoogroups.com if you had a paged discussion.
Second instance of same or similar problem, @request the PHer wizards to document and make them aware of the problem and how you should proceed. As always, when you are in a discussion with a player about game related issues, send a log to firan-admin@yahoogroups.com
Third instance, immediately notify the PHer Wizard staff via @request about the repeated problems with that single person and include specific things, like the @request numbers of the prior discussions if possible and be specific about how they violated procedure. The Player Helper Wizards will handle it from there. PHLs are for friendly reminders, notifying staff of the need to unclaim helpreqs here and there as necessary and HELPing other PHers. Discipline in any form will be left to the wizard staff. Inappropriate behavior on the channels or inappropriate behavior with the staff falls into the guidelines under 'help policy harassment'
