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OVERVIEW

Introduction

This guide is not to be shared with anyone who is not current TARP staff.

This guide is intended to assist TARP staff members with becoming familiar with the actions needed to handle an active troll situation on any TARP platform.

This guide was created by The Academy Training Team and will be updated as needed. If you notice anything that needs to be updated or corrected, or have suggestions to add, please reach out.

The Academy Training Team

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Confidentiality Policy

As staff members, we are entrusted with access to sensitive information regarding the server and its players that is not available to the general community. This includes, but is not limited to, player report tickets and their outcomes, disciplinary histories, bug reports, exploit submissions, and internal staff discussions. We are also exposed to conversations that may contain information capable of being used for power gaming or metagaming. Any information that is accessible to staff and not accessible to the general community must be treated as strictly confidential at all times.

It is strictly prohibited to discuss, disclose, reference, or imply any details related to the following outside of official staff channels:

Player report tickets
Disciplinary actions or histories
Past or ongoing investigations
Ticket outcomes
Bugs or exploits
Internal staff discussions

Violation of this policy is a serious breach of trust and professionalism and may result in disciplinary action.

If you see, hear, or become aware of any staff member sharing or discussing confidential information outside of approved staff spaces, it is your responsibility and duty to report this immediately to an Administrator or Senior Administrator. Failure to report known breaches may also result in disciplinary action.

Confidentiality is not optional. It is a fundamental requirement of holding a staff position.

Confidentiality is a fundamental requirement of holding a staff position.

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What is an ACTIVE Troll?

An active troll can present themselves in many different ways and locations, including but not limited to:

Posting in Skybox

Voice trolling in the city

Using a mod menu in the city

Text spamming in Discord chats

This guide outlines the process that should be followed regardless of the method used, helping to quickly stop the disruption until it can be properly investigated and addressed.

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KEY REMINDERS

Things to Remember

Stay Calm

Remain calm and collected during an active troll situation. This is temporary and, when handled correctly, will have minimal impact.

Follow Protocols

Follow your training and established protocols. Do not stray from standard procedures.

Slow Down

Once the situation is under control, slow down and take a breath.

Maintain Structure

Maintaining structure and consistency during an incident helps keep the community safe with minimal disruption.

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Guest Role

This process, when followed in order, will end any incident following the next slide.

Take a screenshot of the individual’s roles BEFORE issuing the guest role.

Include the screenshot within the report ticket for Academy to take over.

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Troll Dissolution Process

This process, when followed in order, will end any incident.

Apply the Guest Role in the city Discord they are actively in.

Kick the member from the city.

Apply the Guest Role in the other city Discords and document in the appropriate channel: Partner Guest Role Channel, Ambassador Guest Role Channel.

Open a Player Report ticket and post screenshots of their current roles in each city Discord as needed. Include a screenshot of the player's profile using Mod View.

Remove Member and VIP roles in both Discords.

Search the member's name in both Discords, remove access as needed, and document actions taken.

Add supporting evidence to the report ticket (pictures and clips).

Ping Academy Leadership to conduct appropriate follow-up actions.

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AFTER INITIAL CONTROL

After Initial Control…

This process should be completed after the troll has been controlled in the city and primary Discords.

Check all additional TARP Discords for the user and remove any roles:

PARTNERED

Partnered Business Discord

Partnered Emergency Services Discord

Partnered DOJ Discord

AMBASSADOR

Ambassador Business Discord

Ambassador Emergency Services Discord

Ambassador DOJ Discord

NOTE

If you do not have access to a Discord, contact your Admins or Senior Admins to assist. Be sure to collect screenshots of the user's roles in each additional Discord and attach them to your report ticket.

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Additional Follow-Up

Key reminders after securing initial access

Take a breath.

Evidence is key. If they post anything in Discord, collect screenshots or clips before removing and add them to your documentation.

If they are venting in a ticket, allow it. The limited visibility may keep them focused there while you close other loopholes.

Continue following your protocols. Senior Admins are the only staff with authority to issue bans.

If multiple staff members are assisting, designate one person to take point and compile all evidence.

Treat every ticket as a player report (one individual per ticket, including staff members assisting).

The situation remains a player report until a Senior Admin signs off on the ban.

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CONCLUSION

Remember: slow is smooth, and smooth is fast.

When dealing with trolls, the quickest way to resolve the situation is to remove their access first. Focus on cutting off their access before cleaning up the rest of the incident. The faster access is removed, the easier the cleanup will be.

If you have any further questions, please reach out to Academy Leadership.

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