Support Tools Procedure

Support Tools access is necessary for some national roles to carry out their work effectively. As it allows access to sensitive member information, care must be taken over what's seen and by whom.

1. Only those currently carrying out identified and agreed roles should have Support Tools access.
2. Information accessible varies in confidentiality, and users must adhere to our Data Protection Policy.
3. Teams or the Board should tell the Geek Team promptly when someone takes on or stands down from a role, so Support Tools access can be granted or removed (see Note A below).
4. A list of who has Support Tools access is included in the Teams section on ModTools.

The current list of national role holders is below, showing who's entitled to Support Tools access and what they use it for. Those without automatic access can request ad hoc access via the Board and/or Geeks.

• App Developer - yes, needs all facilities to do the job
• Board - no
• ChitChat moderation - yes, Find User and Find Group for context and group email address
• Councils - no
• Data Protection Officer - no
• Development Coordinator - no
• Director of Media - no
• Geeks - yes, needs all facilities to assess member and volunteer problems and keep the platform and ModTools working
• Gift Aid - yes, needs Find User to check other email addresses if contact fails on the one tied to Gift Aid consent
• Governance Wonk - no
• Mailbox Team - yes, needs Find User, Find Group and Find Message to answer problems from members and volunteers
• Mentors - yes, the coordinator and deputy coordinator need Find User, Find Group, List Groups and Contact Group to find and assess struggling communities; for flexibility, the whole Mentor Team has access
• New Groups Team - yes, needs Find User, Find Group, Contact Group and Add Group to set up new communities
• Newsletter - no
• Ombudsmen - yes, needs Find User to check details of complaints between members and volunteers
• Operations Team - no, but team members are likely to have access through their other responsibilities
• Platform Developer - yes, needs all facilities to do the job
• Returning Officers - yes, needs Find User and Contact Group to check voting eligibility and mass-mail volunteers for AGMs and elections
• Social Media - yes, needs Find Group to see home pages and check social media links
• Spammer List - yes, needs Find User to check spam reports from volunteers
• Support - yes, needs Find User, Find Group and Find Message to answer problems from members and volunteers
• Training - yes, needs Find User to help assess volunteer applications
• Treasurer - yes, needs Find User for donation information
• Trustpilot - no
• Volunteer Support/Discourse Support - yes, needs Find User to check whether someone is a volunteer
• Wiki - no

Note A: anyone with Support Tools privileges can remove another volunteer no longer on a team, via the delete button next to their name in ModTools > Teams.

This procedure was agreed on 11 November 2024 by the Development Group, Task 138.

Links

• Support Tools
• ModTools