Transfer Scam Reports if Inactive SR (Get more SRs)

[Satan]

If a scam resolver goes inactive for more than 3 consecutive days, figure out something to transfer the report over to another readily available resolver.

Lotus put a notice on his profile wall that he'd be gone from 28th of Feb to 10th of March. I had no idea until I checked up on his profile and find it ridiculous that this paid staff member going on an mcm hiatus is the reason why his scam reports have been buried by active SRs like Kram.

If a SR is going inactive and puts a notice in advance, figure out something in the background to have the report be handled by a different resolver.

 

[Funnychip098]

100% agree

 

[Kram]

I feel like it is impossible for this to be asked at the moment. There are 2 scam resolver, Lotus and myself, (Justis is currently wrapping up the scam reports he has). I have been busy with a lot of things in life and in general recently so I have been unable to keep up with my own scam reports, I could not take Lotus'. There's also the fact that it is harder to pick up where someone else left off compared to starting one from the beginning. Staff are paid based on activity so don't think that he is getting paid while he is away.
Everyone has a life to tend to and many people have other endeavors in their lives, Lotus isn't doing anything wrong by not being here, we all at some point are not able to tend to MCM. Lotus let us know in advance and took on fewer reports than he would normally so he wouldn't be leaving too many people hanging.
In an ideal world where there are an excess of scam resolvers, then yes, it might happen, but right now I just can't see how viable it is.

 

[Satan]

Get more scam resolvers. Find people who are familiar with xenforo functions and experience on other competitor sites who know the scam report process. You don't need to force everyone to start at chat moderator if they already wish to specialize in scam resolving.

 

[Kram]

Get more scam resolvers. Find people who are familiar with xenforo functions and experience on other competitor sites who know the scam report process. You don't need to force everyone to start at chat moderator if they already wish to specialize in scam resolving.

Scam resolving is a fairly big responsibility that will only cause outrage if done wrong.
Getting used to how the community reacts, working on your judgment, getting used to the staff team flow, all of them are important in my opinion which is why starting at chat mod and going to mod is needed in most scenarios.
It's not we are saying no more staff, we just added 3 new chat mods.

 

[Satan]

that will only cause outrage if done wrong.

Scam resolving is subjective. It doesn't matter what people think of the outcome. What matters most is did they follow the secret standards/protocols that you scam resolvers set up behind the scenes and if they didn't then its on the higher staff to deal with them.

People are more outraged now that there are only 2 scam resolvers (one of whom went on a hiatus, leaving numerous reports to be buried by your activity on other people's reports) than they would be if there were plenty of scam resolvers to deal with cases effectively.

Getting used to how the community reacts, working on your judgment, getting used to the staff team flow, all of them are important in my opinion which is why starting at chat mod and going to mod is needed in most scenarios.

If you need to work on your judgement, you shouldn't be considered a staff member on the current team, which does not reflect with the extremely selective process, which is further reflected by adding 3 new mods, that's great, but not enough. Its a step in the right direction but such a tiny step its barely noticeable or significant. If MCM is looking to train users to become staff members who don't have the "right judgement", take users who are active and put an honest effort into their applications.

Since you'll basically just train them on the protocols behind the scenes anyways. The process right now for training a chat mod to become moderator is too slow OR the selectivity of the staff app process is too narrow.

 

[Sloth]

This problem has unfortunately been going on for years. Scam Resolvers have constantly had to deal with being extremely understaffed and extremely overworked due to the massive amount of reports being received on the site. Kram is absolutely right. You can't blame the Scam Resolvers because of this. They work extremely hard under the current circumstances and have to deal with countless reports with each of these reports potentially taking multiple days to solve with all the evidence submitted. On top of that, Scam Resolvers are also people just like the rest of us. They are allowed to have breaks and they are allowed to take vacations. Even jobs where you have to physically show up allow you to go on vacations. Don't get upset that Lotus had to take a leave of absence for a while, he's allowed to do this. He also acted professionally by informing everyone that he would be gone instead of just vanishing for a month never to be seen again.

As for the the solution to the problem itself, I do believe that we need more scam resolvers. Even if we just had two or maybe 3 more it could make a huge difference in combating scammers. My biggest problem in the current system with the lack of a larger scam resolving team is time wasted. Time is always of the essence in a scam report. Every minute wasted is another user potentially getting scammed. Something I've noticed as of late is multiple scam reports being opened on the same people, with nearly the same story being told on how the scam went down. Yet these reports sit stagnant for days in end with nobody responding, all the while more scams are potentially being committed. It is true that Mc-Market shouldn't just promote any random users to the Scam Resolver team, that would be a terrible idea. One should never sacrifice quality over quantity when dealing with potential staff members. At the same time though I do believe Mc-Market has a bit of a trust issue when it comes to promoting staff members. In the past, administrators and even owners have admitted to being understaffed and continue to do nothing about it because in their eyes they don't believe anyone is qualified of being on the staff team. In their defense, most people probably aren't capable of being a mature and well rounded member of the staff team. Yet at the end of the day you'll never find out who is capable of taking on this responsibility if you don't take a chance and trust people to do the job.

 

[Satan]

Yet at the end of the day you'll never find out who is capable of taking on this responsibility if you don't take a chance and trust people to do the job.

This is what counts.

 

[Ajdin]

The fact this site has had staffing issues (not only scam resolvers) for the past 2 years obviously shows that this is an issue at the core of the entire workflow behind the scenes. Staff members come and go too frequently and I think the site has gone through most reputable members nowadays whereas previously most staff members have been around for several years.

 

[Mick]

Since this suggestion was made we have massively improved our processes and time that it takes for scam reports to be responded to and resolved. Most recently we have promoted an additional two scam resolvers so now I believe that we are in a position where there are enough redundancy and manpower to ensure that a situation like the one that occurred a few months ago will not happen again.

We will not be allowing users to request that their scam report is reassigned in the future as that will only increase the amount of work that needs to be done as the new resolver will have to go through all evidence/correspondence again, which isn't ideal during a time of backlog.

Denied, thanks for the suggestion.