Staff Roles, Policies & Expectations

Santae’s staff plays a critical role in maintaining a fair, welcoming, and well-functioning community. To ensure that moderators and admins uphold the highest standards of integrity and professionalism, the following policies define their responsibilities, conduct, and activity expectations.

Santae has two primary staff teams: The Front-End Teams and Development Teams. Each role has specific duties, and all staff members are expected to work together efficiently to handle player concerns. Together we create the magic that is Santae.

Moderators (also referred to as Mods) are the frontline staff members responsible for enforcing rules, investigating reports, and ensuring a positive player experience.

Community Management

• Monitor forums, chat, and community interactions for rule violations.
• Assist players with basic questions and concerns regarding gameplay and policies. Rule Enforcement
• Issue warnings, temporary chat mutes, or minor suspensions for infractions.
• Investigate rule violations, including harassment, scamming, and cheating.
• Escalate serious cases (e.g., major disputes, account theft) to Admins. Trade & Economy Monitoring
• Watch for fraudulent trades, price manipulation, and SanCash scams.
• Assist players with trade disputes (but cannot reverse trades). Bug Reporting & Exploit Management
• Assist in identifying and documenting gameplay bugs and potential exploits.
• Encourage players to report bugs instead of abusing them. Documentation & Transparency
• Keep detailed records of reports, warnings, and moderation actions.

Moderators do NOT have access to: I. Player passwords or financial information. II. Item or currency restoration functions. III. Permanent bans (only Admins can approve these). Moderator Expectations

• Remain neutral, professional, and fair when enforcing rules.
• Engage positively with the community without engaging in favoritism.
• Escalate serious cases to Admins instead of handling them alone.
• Respect confidentiality of reports and avoid public disputes.

Admins (Administrators) have higher-level access and are responsible for handling technical support, major disputes, and game security. Support Ticket Management

• Review and resolve support tickets related to billing issues, account recovery, and technical problems.
• Investigate major player disputes that require advanced verification (e.g., trade scams). High-Level Rule Enforcement
• Approve permanent bans for serious offenses (e.g., hacking, repeated harassment).
• Monitor IP bans and alternative account detection for ban evasions. Game & Economy Oversight
• Handle SanCash fraud investigations and high-value trade disputes.
• Monitor market manipulation or rule-breaking in trading.
• Work with developers to patch exploits and prevent abuse. Game Integrity & Market Oversight
• Monitor trading, economy manipulation, and fraudulent activity.
• Work with Developers & Artists to patch exploits. Privacy & Data Security Compliance
• Ensure GDPR, COPPA, and Alabama privacy laws are upheld.
• Maintain confidentiality in all moderation and user-related cases. Admins do NOT:
• Reveal private player data to other users.
• Reverse disciplinary actions without proper review.
• Accept bribes, favors, or influence from players for decisions.

Admin Expectations

• Uphold fairness and transparency in all enforcement actions.
• Maintain professionalism when handling escalations.
• Ensure staff confidentiality and data privacy compliance.
• Support and guide Moderators without overstepping boundaries.

The Talent Experience Manager (TXM) is responsible for managing staff experience, morale, training, and internal operations to ensure Santae’s workforce is supported and thriving.

Talent Experience Manager Responsibilities

• Recruitment & Onboarding o Assist in hiring & onboarding new staff members. o Provide clear documentation on roles, policies, and responsibilities.
• Staff Training & Development o Organize training sessions for team members. o Ensure staff understands game mechanics, community guidelines, and responsibilities.
• Workplace Culture & Conflict Resolution o Act as a neutral mediator in disputes between staff members. o Ensure a positive and inclusive workplace culture. o Address staff concerns, burnout, or workplace conflicts professionally.
• Performance Monitoring & Feedback o Provide regular feedback & performance evaluations to improve efficiency. o Identify areas of improvement and strengths for each staff member. o Ensure all staff follow policies & guidelines while maintaining a productive work environment.

Talent Experience Manager Expectations

• Maintain confidentiality in all staff-related matters.
• Encourage team growth and collaboration across departments.
• Ensure Santae’s core values (Kindness, Compassion, Love, and Understanding) are upheld in the workplace.

The Community Manager (CM) is responsible for bridging the gap between Santae’s team and its player base. This role ensures engagement, communication, and conflict resolution between staff and the community.

Community Manager Responsibilities

• Player Engagement & Feedback o Act as the primary point of contact for community inquiries and concerns. o Gather feedback, suggestions, and concerns from players to improve the game. o Implement strategies to increase community engagement.
• Communication & Announcements o Post official game updates, event announcements, and community news. o Maintain consistent communication between players and Santae’s development team. o Respond to FAQs, concerns, and reports professionally.
• Conflict Resolution & Moderation Support o Mediate community conflicts when necessary. o Ensure disputes are handled maturely and in compliance with guidelines. o Assist Moderators & Admins with ensuring a safe, welcoming space.
• Event Organization & Player Engagement Initiatives o Plan in-game & community events to encourage participation. o Work alongside the Community Engagement Team & Writers to create engaging lore- driven events.

Community Manager Expectations

• Maintain a friendly, approachable, and professional presence.
• Actively listen to player concerns and advocate for solutions.
• Ensure Santae’s community remains a welcoming and positive space.

The Community Engagement Team focuses on interacting with the player base, fostering engagement, and creating fun experiences.

Community Engagement Team Responsibilities

• Player Interaction & Support o Welcome new players and introduce them to the game. o Encourage forum & Discord activity by starting discussions.
• Community Content & Social Media Presence o Manage social media accounts (Discord, Twitter, etc.) to keep players updated. o Create weekly posts, polls, and interactive content for players.
• Live Events & Competitions o Host game nights, art contests, and community challenges. o Encourage participation in site-wide events & seasonal celebrations.
• Engagement Metrics & Reporting o Track player engagement and participation trends. o Provide feedback to the Development Team & Community Manager to improve experiences. Community Engagement Team Expectations
• Foster a fun, inclusive, and active community.
• Encourage constructive and positive discussions.
• Ensure players feel welcomed and heard.

The Development Team is responsible for designing, coding, testing, and implementing features that enhance gameplay, improve site functionality, and ensure system security.

Development Team Responsibilities

• Game Development & Coding o Develop and maintain core game mechanics. o Write clean, efficient, and maintainable code in accordance with Santae’s infrastructure. o Ensure bug-free implementation of all site features. o Optimize site speed, server efficiency, and security measures.
• Feature Implementation & Updates o Develop and implement new gameplay features based on Santae’s roadmap. o Improve UI/UX for ease of navigation and accessibility. o Regularly update and maintain existing mechanics.
• Bug Fixing & Security Enhancements o Identify and fix bugs, glitches, and system vulnerabilities. o Ensure compliance with security best practices to prevent unauthorized access, hacking, and data breaches.
• Collaboration with Other Departments o Work alongside Community Engagement & Writers for lore integration into gameplay. o Coordinate with Artists & UI Designers to implement visual assets into the game. o Regularly communicate with Moderators & Admins to address technical issues affecting players. Development Team Code of Conduct
• Maintain professionalism and collaboration with other teams.
• Follow best coding practices and maintain documentation for future reference.
• Adhere to Santae’s privacy & security policies regarding data protection and encryption.
• Submit development progress reports for transparency and accountability.

The Writer Team is responsible for creating compelling lore, in-game content, and narratives that bring Santae’s world to life.

Writer Team Responsibilities

• Lore & Story Development o Expand Santae’s world-building, character backstories, and event narratives. o Ensure lore remains consistent across game mechanics and events.
• Quest Writing & Dialogue o Create engaging, well-written quests that integrate with the game’s mechanics. o Develop interactive and immersive NPC dialogues.
• Item & Location Descriptions o Write flavor text for items, pets, locations, and collectibles. o Ensure descriptions align with Santae’s tone, theme, and world-building.
• Event Storylines & Seasonal Content o Develop seasonal and limited-time event stories. o Work with the Community Engagement Team to create engaging roleplay-style events. Writer Team Expectations
• Maintain consistent and high-quality writing.
• Ensure lore is immersive, balanced, and integrated with game features.
• Collaborate with developers, artists, and event planners to ensure seamless execution of game content.

The Artist Team is responsible for creating high-quality visual assets that align with Santae’s world, ensuring consistency and artistic integrity in all game elements.

Artist Responsibilities

• Game Asset Creation o Design pets, minimals, NPCs, backgrounds, items, and wardrobe pieces. o Ensure art meets Santae’s quality standards and stylistic consistency.
• Collaboration & Revisions o Accept feedback and revisions from the Senior Clothing Artist or Art Director. o Collaborate with Writers & Developers to ensure accurate art representation.
• Deadline Management o Meet art deadlines for game updates, events, and releases. o Report delays or roadblocks to the Art Director promptly.
• Art Submission & Approval Process o Upload assets in correct formats, resolutions, and layering. o Ensure artwork follows established guidelines for shading, color balance, and composition. Artist Expectations
• Accept and apply constructive feedback professionally.
• Maintain strict confidentiality on unreleased assets.
• Communicate clearly and proactively with the Art Director.

The Senior Clothing Artist oversees all wardrobe and fashion-related assets while ensuring designs align with Santae’s visual style.

Senior Clothing Artist Responsibilities

• Design & Review Clothing Items

o Create detailed, layered wardrobe assets for character customization.

o Maintain consistency across clothing sets, hairstyles, and accessories.

• Guidance & Mentorship

o Provide feedback to junior artists working on wardrobe pieces.

o Ensure color palettes, shading, and materials are consistent.

• Collaboration with the Art Director & Development Team

o Work closely with Developers to ensure proper item layering.

o Collaborate with the Community Team for fashion-based events or contests.

Senior Clothing Artist Expectations

• Ensure high-quality and detailed wardrobe assets.
• Provide constructive feedback to artists without overstepping boundaries.
• Adhere to Santae’s design standards and deadlines.

The Art Director oversees all visual assets, provides final approvals, and ensures consistency across Santae’s artistic direction. Art Director Responsibilities

• Quality Control & Final Approvals o Review all game assets before implementation. o Ensure artwork aligns with Santae’s theme, shading style, and quality standards.
• Mentorship & Guidance o Provide feedback, redlines, and professional critique to artists. o Maintain artistic consistency across pets, minimals, NPCs, and environments.
• Creative Direction & Aesthetic Standards

o Set artistic guidelines for new assets and future expansions. o Work with Developers & Writers to ensure assets complement game lore. Artwork Management & Oversight

• Review and approve all game assets, including pets, items, NPCs, backgrounds, and environments.
• Ensure all artwork meets Santae’s established artistic standards and stylistic consistency.
• Provide detailed feedback, redlines, and guidance to improve quality before submission.
• Maintain high-level artistic direction for new releases, ensuring that artwork aligns with game themes and lore. Task Assignment & Project Coordination
• Assign and manage art tasks to artists based on project needs and individual strengths.
• Ensure deadlines are met and coordinate workflow to prevent bottlenecks.
• Collaborate with Management to plan long-term artistic goals and prioritize workload effectively.
• Address project delays and offer solutions to keep production on track. Collaboration & Applicant Review
• Work closely with Santae Management to review applications for new artists, ensuring that candidates meet artistic and stylistic requirements.
• Participate in the hiring process by evaluating applicant portfolios and providing feedback to Management.
• Assist in onboarding new artists, offering training and mentorship to help them integrate into the team. Leadership & Mentorship
• Act as the primary point of contact for artists seeking feedback or technical assistance.
• Maintain a positive and constructive work environment that fosters artistic growth.
• Encourage innovation while ensuring that all creative assets align with Santae’s vision.
• Promote communication between artists, writers, and developers to ensure seamless integration of art into gameplay. Art Director Expectations
• Enforce high-quality standards while fostering a positive art team environment.
• Ensure all visual elements remain cohesive and polished.
• Offer constructive feedback with clear improvement points.

Santae’s staff represents the game and its values. All staff members must adhere to high ethical standards, treat players fairly, and act professionally at all times.

• Remain Neutral & Unbiased – Treat all players equally, regardless of personal relationships.
• Be Respectful & Professional – Interact with players and other staff politely, even in conflict situations.
• Follow Internal Policies – Enforce rules consistently and as written.
• Maintain Confidentiality – Do not share private staff discussions, player data, or ongoing investigations.

Staff members CANNOT:

• Use their role to intimidate, threaten, or belittle players.
• Give themselves or their friends unfair advantages in events or trades.
• Engage in favoritism or biased decision-making.
• Share or leak private staff discussions.

Failure to meet professionalism standards may result in staff demotion or removal.

Santae does not tolerate staff members abusing their authority. Any staff member caught misusing their role will face consequences. Abuse of Power Includes:

• Banning or muting players unfairly due to personal disagreements.
• Editing or deleting posts to cover up mistakes.
• Threatening players with staff actions outside of proper procedure.
• Using inside information to gain in-game advantages.

Consequences for Staff Misconduct:

• First Offense: Formal warning and review by Admins.
• Second Offense: Removal from moderator/admin team.
• Severe Cases: Immediate dismissal and potential in-game penalties.

*All abuse reports will be investigated, and staff members will be held accountable.

Staff members must be active and engaged to remain on the team.

• Moderators must contribute at least 5 hours per week actively moderating.
• Admins must log in regularly to handle tickets and escalated cases.
• Extended inactivity (without notice) may result in staff removal.

If any staff member needs time off, they should inform the Management team in advance.

Santae evaluates staff members regularly to ensure they meet expectations.

• Moderators and Admins receive periodic performance reviews from senior staff.
• Players can submit anonymous feedback about staff behavior.
• Poor performance, lack of activity, or repeated mistakes may lead to reassignment or removal.

If a staff member repeatedly fails to meet expectations, they may be removed from their role.

If a player believes a staff member has acted unfairly or abused their role, they may:

• Submit a support ticket under "Staff Conduct Complaint."
• Provide evidence (screenshots, chat logs, etc.) to support the claim.
• Wait for an Admin review—staff misconduct is taken very seriously.

*False accusations against staff may result in penalties. *Santae aims for transparency and will investigate staff complaints fairly.

To ensure clear communication and efficient problem resolution, Santae follows a structured chain of command. All staff members are expected to follow these steps when seeking guidance, reporting issues, or escalating concerns.

1. Report to Your Senior First – Moderators, artists, writers, developers, and other department members should first bring their concerns, questions, or issues to their Senior or Lead. The Senior is responsible for providing guidance and addressing routine matters within their department. 2. Escalate to the Talent Experience Manager (TXM) – If the issue cannot be resolved by a Senior, it should be taken to the Talent Experience Manager, who is responsible for staff support, guidance, and conflict resolution, and ensuring a healthy work environment. 3. Escalate to Santae Management – If the Talent Experience Manager is unable to resolve the matter or if the issue involves high-level decisions, policies, or significant concerns impacting the platform, it should be escalated to Santae Management (Admin Team/Owner).

1. Management should go to Seniors First – When handling department-specific matters, Santae Management should consult with Senior Staff before implementing changes. Seniors provide critical insights into their respective teams and help streamline decision-making processes. 2. Final Decision by Ownership/Leadership – If an issue requires final approval, it will be reviewed by the Owner or Executive Team. This applies to policy changes, high-impact game modifications, financial decisions, and disciplinary actions affecting multiple staff members or users.

• Staff members should avoid bypassing the chain of command unless the situation is urgent, involves a direct conflict of interest, or requires immediate intervention from higher management.
• If an issue involves serious misconduct, harassment, or violations of company policies, it should be reported directly to the Talent Experience Manager or Santae Management, bypassing direct supervisors if necessary.
• Any concerns regarding a Senior’s conduct should be directed to the Talent Experience Manager for review before escalating further.
• If a staff member repeatedly bypasses the chain of command without valid reasoning, they may receive guidance on proper escalation procedures.
• Clear and documented communication is encouraged at all stages to ensure transparency and accountability.

*The Chain of Command Policy is in place to ensure that issues are handled at the appropriate level and to maintain an organized and professional work environment.