Member Services Team Job Description

meh · #1 5th August 2009, 01:32 AM

Job description: Member Services Team

The Member Services Team (MST) has three main focuses:

to bring mediation and assistance to the members and staff of Christian Forums

to solve conflicts

to assist the Advisors in making sure staff is behaving in appropriate manners

MEMBER/STAFF RELIEF

The MST provides to members and staff mentoring, coaching, listening and problem solving ideas through various means:

The Suggestion/Complaint Box

The MST is in charge of the S/C box and the moderation of the S/C box. Advisors also may step in and answer threads and/or moderate the forum, but the MST takes the lead role.

Members and staff may use the S/C box to make suggestions regarding the site, make complaints about the site, and go the MST asking for assistance regarding bans. Members may also ask the MST to investigate claims of bias or misbehavior by staff. Staff may also use the S/C box to make site suggestions, complaints or ask the MST for assistance.

Staff Reviews

The MST may initiate staff reviews, but may not discipline staff. Recommendations for action are made to the Advisors or Advisor Assistants. The Advisors or Advisor Assistants may also ask the MST to conduct reviews on staff members, reviews on report working, reviews on warnings and bans, etc.

Mentoring Members

Team Admins may refer a member to the MST for mentoring or help in figuring out ways to post without violating board rules. Members may also go the S/C box on their own and ask the MST for help in this area.

MEMBER ASSISTANCE FOR NEW MEMBERS

A subforum will be created in New Member Intros for the MST to answer questions and to help new members navigate their way around CF.

Trainee and New Staff Assistance

A service related program for new staff will be started. The MST will work with the training manager to get acquainted with new staff.

Questions About CF

The MST will assist the Support Team in answering threads and questions in the Questions About CF forum.

ADVISORY TEAM ASSISTANCE

Advisor's Requests/Projects

The MST will help with projects that are brought to them from the Advisory team. This could include staff reviews, reviewing reports to see they are being worked fairly, contacting a member who needs guidance or mentoring, bringing to the Advisor's attention any threads in the Suggestion/Complaint box that need their attention, and many other projects or reviews.

Subforum in Staff Conference Room

The MST will be in charge of a subforum of the staff conference room in which they will place all Advisor/Owner rulings and clarifications and must-read threads.

Discussion With Members

The MST will begin a program of rotating forum-by-forum discussions focusing on key points concerning that forum's needs or questions.