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Incident Management Guidelines

1. Primary Responsibility​

Event Security is tasked with maintaining order. Their main role is to address troublemakers promptly and discreetly to ensure a safe and enjoyable environment for all server members during events .

2. Issuing Warnings​

  • Security should issue warnings whenever possible.
  • If no security member is available, Hosts can step in.
  • Speak clearly and firmly when delivering a verbal warning.

3. Handling Offenders​

  • Move the offending member(s) away from others, ensuring privacy during the discussion.
  • Collect detailed information about the incident.
  • Observe the member's behavior, noting any aggression for the incident report.
De-escalation/preventing aggression

Our staff should always be trying to maintain a stern but respectful tone in order to prevent members from becoming aggitated. If member becomes escalatory grab another active staff or an off duty staff at the event to also serve as witness to their attitude prior to logging the incident and attitude of the member.

Staff Unity & Coordination

If there is a disagreement between host and security staff, or if different directives were given from both staff to members, both staff members need to:

  1. Move away from the group/attendee
  2. Discuss the situation privately in the event VC
  3. Reach a point of agreement
  4. Return with a unified decision

This approach helps maintain team coherence and presents a united front to event attendees, which is crucial for effective incident management.

Personal Limitations & Fair Treatment

If you find yourself unable to handle a situation with an attendee for any personal reason:

  • Personal relationship with the attendee
  • Need to step away from VR
  • Emotional state
  • Any other circumstance affecting your judgment

You MUST:

  1. Request another staff member to take over the situation
  2. Properly brief them on the situation
  3. Step away completely to ensure consistent treatment

DO NOT:

  • Rush through the situation just to get it done
  • Handle it differently because of personal relationships
  • Try to "wing it" when you're not in the right state
  • Show favoritism or bias in your handling

Remember: Every attendee deserves the same level of professional treatment, regardless of their relationship with staff members.

Logging Incidents​

Example: Incident Report in Events Incidents​

Here's how an incident report should be structured:

💬
Event Incident Report
Event Security 1
Event Security 18:45 AM

Incident Report - [Event Name]

Offender: MemberName#1234 (VRC: VRName)

Incident Details:

  • Broken consent violation during event
  • Unwanted physical contact reported by attendee
  • Member became defensive when approached

Action Taken:

  • Verbal warning issued
  • Member removed from event
  • Incident documented for review

Witnesses: Event Host 1, Attendee 2

Senior Event Team 1
Senior Event Team 18:47 AM
Thanks for the detailed report. This will be reviewed and logged.

  • Offender's Discord Tag (without pinging them) and VRC Name.

  • Detailed account of the incident:

    • Specific rules broken.
    • All people involved.
    • Notable statements made during the incident and discussion.

  • Disciplinary actions taken.

    Record Keeping and Consequences

  • Make sure all incidents are recorded in 🔺events-incidents and the Eden Apis Host Quick References.

  • Multiple reports against a user within a certain time frame can lead to a ban from events. :::

Event Incidents vs Orion Board

Event incidents stay on Discord for now—continue logging in the events-incidents channel. In the future we plan to move event incident logging to Orion Board.

Event warnings can be recorded in Orion Board via slash commands (/warn-event, /warn-informal-event). Use these when issuing formal or informal event warnings.

Specific Rule Violations and Actions​

  • Broken Consent:

    • Includes unwanted physical contact, boundary violations, coercion into ERP, and advances on non-consenting members.
    • Action: Verbal warning and/or removal from the event (for serious consent breaks).

  • Disorderly Conduct:

    • Includes being excessively loud, using offensive language, inciting violence, and triggering members' sensitivities.
    • Action: Verbal warning to cease immediately; removal at team's discretion.

  • Inciting Drama:

    • Involves speaking negatively about members or staff, spreading rumors, igniting debates, or discussing server tickets inappropriately.
    • Action: Verbal warning to cease immediately.
Host Authority

At any time, you have the right as the Host to remove any rule breaker from your ongoing event if you consider it to be appropriate, just make sure to communicate with security the issue, and write up a ticket for the incident!

note

It's important to learn how to create and tag incident tickets correctly when an incident occurs!