Community Leadership and Governance Policy

Change Notice (21 October 2026): The positions that carry duties for the business, which this Policy used to describe as volunteer roles, are now paid positions. Section 2 has been rewritten to show the company’s officers, its paid staff, outside professionals and the volunteer roles that remain, which are Moderators, Mentors and Community Support Specialists. How leaders are selected, developed and succeeded is now handled internally and is no longer set out in this Policy.

1. Foundation and Purpose

1.1. Introduction

This Community Leadership and Governance Policy (hereinafter referred to as “the Policy”) establishes the framework for transparent, accountable, and effective leadership within our community ecosystem. This Policy ensures that community leadership operates with integrity, serves the best interests of all community members, and maintains the highest standards of conduct whilst fostering a safe, welcoming, and inclusive environment.

1.2. Core Principles

Our community leadership operates on the following foundational principles:

(a) Servant Leadership: Leaders serve the community rather than wielding authority for personal benefit. For a comprehensive explanation of servant leadership principles and how they apply to all staff roles, see Staff Role Definition and Principles in the Staff Handbook;

(b) Transparency: Decision-making processes and rationales are clearly communicated to the community;

(c) Accountability: Leaders are answerable for their actions and decisions to the community they serve;

(d) Inclusivity: Leadership reflects and promotes the diversity of our community;

(e) Collaborative Governance: Community input is actively sought and valued in decision-making processes.

1.3. Legal Framework Integration

This Policy operates within our comprehensive legal and policy framework, including our Terms of Service, Community Code of Conduct, Content and Moderation Policy, and Limitation of Liability and Indemnification Policy, all of which are incorporated herein by reference.

2. Leadership Structure and Roles

2.1. Leadership Hierarchy

Our community is led by the company’s officers and paid staff, with volunteers who help within the community. Positions that carry duties for the business are paid positions and are not volunteer roles.

2.1.1. Executive Leadership

Chief Executive Officer: Overall strategic direction and final decision-making authority
Chief Operating Officer: Operations, finance, administration, adviser oversight and succession planning
Chief Technology Officer: Technical operations, engineering, infrastructure and security

2.1.2. Paid Staff

Community Manager: Day-to-day community operations and member engagement
Moderation Lead: Oversight of the moderation team and enforcement consistency
Support Team Lead: Coordination of community and product support
Trust and Safety Lead: Child safety, harassment response, appeals and crisis response
Events Coordinator: Community activities and engagement programmes
Communications Coordinator: External communications, community messaging and growth
Training Coordinator: Leadership development and educational programming
Technical Support Engineer: Platform and technical assistance for members and customers
Junior Software Engineer: Development of community platforms and tools
QA Engineer: Testing and quality control for platforms and resources
Technical Writer: Maintenance and improvement of documentation
Data Analyst: Community metrics analysis and reporting
Systems Administrator: Platform infrastructure management

2.1.3. Outside Professionals

Legal counsel, payroll and human resources services, and accessibility and security specialists are engaged as needed. They advise the company and are not part of the volunteer community.

2.1.4. Volunteers

Moderators: Front-line community moderation and member support
Mentors: New member guidance and peer support programmes
Community Support Specialists: General member assistance and issue resolution

2.2. Role Responsibilities

2.2.1. Executive Leadership Responsibilities

Chief Executive Officer:

Establish overall community vision and strategic objectives
Make final decisions on significant policy changes and disciplinary matters
Represent the community in external relationships and partnerships
Ensure leadership team accountability and performance
Oversee crisis management and emergency response coordination

Chief Operating Officer:

Support the Chief Executive Officer in strategic planning and implementation
Run operations, finance and administration
Engage and oversee legal counsel and other outside professionals
Serve as the primary succession candidate for the Chief Executive Officer role
Coordinate cross-functional leadership team activities

Chief Technology Officer:

Oversee technical operations, code reviews and infrastructure
Own security practices and incident response for platforms
Plan engineering work with the Chief Executive Officer

2.2.2. Paid Staff Responsibilities

Community Manager:

Foster positive community culture and engagement
Coordinate community activities, discussions, and initiatives
Serve as primary liaison between community members and leadership
Monitor community health and member satisfaction
Implement community feedback and suggestion programmes

Moderation Lead:

Ensure consistent application of community standards across all platforms
Train, support, and evaluate moderation team performance
Develop and refine moderation procedures and best practices
Handle escalated disciplinary matters and appeals coordination
Maintain moderation transparency and accountability systems

Support Team Lead:

Oversee and coordinate all community support operations and team activities
Train, support, and evaluate support team member performance and development
Develop and maintain support procedures, standards, and best practices
Monitor support quality metrics and member satisfaction with support services
Handle escalated support issues and complex member concerns requiring leadership intervention
Coordinate support team scheduling and coverage to ensure consistent availability
Collaborate with other leadership roles to identify support needs and resource requirements
Implement support team improvements and process optimisations based on feedback and analytics
Serve as primary liaison between support team and executive/operational leadership
Manage support team knowledge base and ensure consistent information sharing

Trust and Safety Lead:

Lead the response to child safety concerns, following the child safety policy and training
Lead the response to harassment and bullying reports
Run the appeals process, with consistent and documented decisions
Coordinate crisis response, working with outside mental health partners where appropriate
Train and support moderators in these procedures
Report on incidents and outcomes to leadership

Events Coordinator:

Plan and organise community activities, events, and engagement programmes
Coordinate with other leadership roles to ensure event alignment with community goals
Manage event logistics, scheduling, and resource allocation
Develop community engagement strategies to increase participation
Evaluate event success and gather feedback for continuous improvement
Maintain calendar of community activities and special initiatives

Communications Coordinator:

Manage external communications and public relations for the community
Coordinate community newsletters, updates, and public announcements
Oversee social media presence and community messaging consistency
Facilitate communication between different community platforms and channels
Manage partnerships and external relationship communications
Develop and maintain community brand voice and messaging guidelines
Coordinate crisis communications and public response strategies
Develop and implement comprehensive community growth strategies and member recruitment initiatives
Analyse community growth metrics, member acquisition trends, and retention patterns
Design and execute outreach campaigns to attract new members from target demographics
Coordinate with Communications Coordinator on growth-focused messaging and content
Implement member retention programmes and initiatives to reduce community churn
Identify and develop community growth opportunities through partnerships and collaborations
Monitor and optimise member onboarding processes to improve new member experience and retention
Conduct market research and competitive analysis to identify growth opportunities
Create and manage referral programmes and member advocacy initiatives
Track and report on key growth metrics including member acquisition, retention, and lifetime value
Collaborate with Events Coordinator to design growth-focused community activities and engagement programmes

Training Coordinator:

Develop and maintain comprehensive training curricula for all leadership roles
Coordinate onboarding programmes for new leaders and community members
Manage mentorship programme structure, matching, and effectiveness monitoring
Oversee professional development opportunities and educational resources
Ensure consistent training standards and quality across all programmes
Coordinate with external training providers and professional development opportunities
Evaluate training effectiveness and implement continuous improvements

Technical Support Engineer:

Provide technical assistance to community members experiencing platform or tool issues
Troubleshoot and resolve common technical problems with community systems
Create and maintain technical support documentation and troubleshooting guides
Coordinate with Junior Software Engineers and Systems Administrators on complex technical issues
Monitor technical support channels and respond to member technical questions
Identify recurring technical problems and recommend system improvements
Assist members with accessibility tools and assistive technology integration

Junior Software Engineer:

Contribute to development and maintenance of community platforms and tools
Participate in code reviews and collaborative development processes
Implement features and fixes under Chief Technology Officer guidance
Document technical work and maintain code quality standards
Support technical troubleshooting and issue resolution
Collaborate with Systems Administrators and the Chief Technology Officer on project priorities

QA Engineer:

Test community platforms and tools for bugs, usability issues, and performance problems
Coordinate documentation reviews and updates to ensure accuracy and completeness
Manage feedback collection and analysis processes for continuous improvement
Oversee accessibility testing and compliance verification across all platforms
Ensure consistency and quality across community resources and materials
Develop and maintain quality assurance standards and testing procedures
Collaborate with Junior Software Engineers and Systems Administrators on issue resolution

Technical Writer:

Maintain accuracy and currency of all community documentation and resources
Update policy documents, guides, and informational materials as needed
Coordinate documentation reviews and ensure consistency across all materials
Assist with translation and localisation of documentation for diverse audiences
Create and update visual aids, diagrams, and multimedia support materials
Collaborate with leadership roles to document new processes and procedures
Ensure documentation accessibility and usability for all community members

Data Analyst:

Collect and analyse community engagement metrics and participation data
Prepare regular reports on community health, growth trends, and member satisfaction
Manage community surveys and feedback analysis for leadership decision-making
Support leadership team with data insights and trend identification
Maintain privacy-compliant data collection and analysis practices
Develop dashboards and visualisation tools for community metrics monitoring
Coordinate with other leadership roles to identify key performance indicators and success metrics

Systems Administrator:

Manage platform infrastructure, servers, and technical systems
Implement security protocols and system monitoring
Coordinate strategic technical planning and architecture decisions
Oversee system upgrades, maintenance, and disaster recovery procedures
Collaborate with Chief Technology Officer on technical project prioritisation
Ensure platform scalability and performance optimisation

2.2.3. Volunteer Responsibilities

These roles are about taking part in the community. They carry no duty to the company.

Moderators:

Enforce community standards and guidelines consistently across platforms
Respond to reports and complaints from community members
Document moderation actions and maintain accurate records
Escalate complex issues to Moderation Lead or appropriate leadership
Provide initial support and guidance to community members
Participate in ongoing moderation training and development programmes

Mentors:

Provide guidance and support to new community members
Facilitate peer support programmes and buddy systems
Offer one-on-one mentorship relationships as needed
Coordinate new member orientation and onboarding processes
Share expertise and knowledge to support member growth and development
Collaborate with Community Managers to identify members needing additional support

Community Support Specialists:

Provide general assistance and guidance to community members with questions and concerns
Handle initial intake and triage of member support requests and issues
Assist members with platform navigation, account issues, and general community participation
Escalate complex issues to appropriate leadership roles or specialists
Maintain detailed records of support interactions and common issue patterns
Collaborate with other support team members to ensure consistent service quality
Participate in support team training and knowledge sharing initiatives

3. Leadership Accountability and Oversight

3.1. Performance Standards and Expectations

3.1.1. Ongoing Performance Metrics

All community leaders are evaluated on:

Community Impact Measures:

Member satisfaction with leadership support and responsiveness
Community health indicators including participation rates and member retention
Conflict resolution effectiveness and community harmony metrics
Accessibility and inclusivity improvements and implementation

Individual Performance Standards:

Adherence to community values and ethical standards
Responsiveness to community needs and concerns
Professional development and skills enhancement
Collaboration effectiveness with other leadership team members

3.1.2. Regular Review Processes

Quarterly Performance Reviews:

Structured feedback sessions with direct supervisors or peer review panels
Community feedback collection through anonymous surveys and input forms
Goal-setting for upcoming quarter with specific, measurable objectives
Professional development planning and resource allocation

Annual Comprehensive Assessments:

360-degree feedback including community members, peers, and supervisors
Achievement evaluation against annual goals and community impact metrics
Leadership development planning and career progression discussions
Decisions about continuing in a role, based on performance and the needs of the community

3.2. Community Feedback and Input Mechanisms

3.2.1. Regular Feedback Channels

Monthly Community Forums:

Open forums where community members can directly engage with leadership
Structured question and answer sessions on community concerns and priorities
Anonymous submission options for sensitive feedback or concerns
Public response commitments with timeline expectations for issue resolution

Leadership Accessibility Programs:

Regular “office hours” where leaders are available for individual community member concerns
Dedicated communication channels for leadership feedback and suggestions
Community liaison positions to facilitate communication between members and leadership
Transparent communication about leadership decisions and their rationales

3.2.2. Formal Accountability Processes

Community Confidence Measures:

Annual community confidence surveys to assess leadership effectiveness
No-confidence vote procedures for community members to request leadership changes
Transparent reporting of community feedback themes and leadership responses
Regular town hall meetings for community-wide discussion of governance issues

3.3. Leadership Standards Enforcement

3.3.1. Misconduct Investigation Procedures

When concerns about leadership conduct arise:

Initial Assessment:

Formal complaint procedures with clear submission guidelines and protection for complainants
Independent investigation teams to avoid conflicts of interest
Transparent timelines and process communication to maintain community trust
Interim protective measures when necessary to ensure community safety

Investigation Process:

Comprehensive evidence collection including witness statements and documentation
Fair hearing procedures with opportunity for accused leaders to respond
Independent review panels including community member representation
Clear standards of evidence and burden of proof requirements

3.3.2. Disciplinary Measures and Consequences

Progressive Disciplinary System:

Formal warnings with clear performance improvement expectations
Temporary suspension from leadership duties pending improvement demonstration
Role restriction or reassignment to positions with appropriate oversight
Removal from leadership positions with detailed rationale provided to community

Community Protection Measures:

Immediate removal authority for leaders who pose risks to community safety
Public disclosure requirements for serious misconduct to maintain community trust
Appeals processes for leaders facing disciplinary action
Community healing and repair processes following leadership misconduct incidents

4. Community Transparency and Communication

4.1. Transparency Requirements

4.1.1. Public Reporting and Disclosure

Regular Community Updates:

Monthly leadership reports on community health, activities, and initiatives
Quarterly transparency reports including disciplinary action summaries and community metrics
Annual comprehensive reviews of community progress and leadership effectiveness
Public disclosure of significant policy changes and their rationales

Decision-Making Transparency:

Public documentation of major leadership decisions and their reasoning
Community consultation processes for significant changes affecting members
Open meeting minutes and records for community leadership discussions
Clear communication of appeals processes and outcomes

4.1.2. Community Engagement and Input

Participatory Governance:

Regular community surveys to assess satisfaction and gather input on priorities
Open forums for community concerns and suggestions

5. Policy Implementation and Review

5.1. Regular Review and Updates

5.1.1. Policy Review Schedule

Annual Reviews:

Comprehensive policy effectiveness assessment
Community feedback integration and policy refinement
Best practices research and external benchmarking
Leadership team input and improvement recommendations

Continuous Improvement:

Quarterly review of policy implementation and effectiveness
Community feedback integration and responsive policy adjustments
Regular benchmarking against community management best practices
Ongoing legal and regulatory compliance verification

5.2. Amendment Procedures

5.2.1. Policy Change Process

Community Input Requirements:

Leadership team consensus-building and impact assessment
Legal and policy compliance verification before implementation

Implementation and Communication:

Clear communication of policy changes
Training updates for all leadership team members
Community education and awareness programmes for new requirements
Regular monitoring of policy effectiveness and community impact

Acknowledgement and Compliance

By accepting leadership roles within our community, all leaders explicitly acknowledge that they have read, understood, and agreed to comply with this Community Leadership and Governance Policy in its entirety. This commitment includes ongoing adherence to all accountability measures, transparency requirements, and community service obligations outlined herein.

This Policy represents our collective commitment to maintaining excellent leadership standards that serve our community’s mission of fostering a safe, welcoming, and inclusive environment for all members.

This Community Leadership and Governance Policy provides comprehensive information about leadership and governance. For questions about this Policy or to provide feedback on leadership performance, please contact our Community Leaders through the designated channels outlined in our Community Code of Conduct.