At IMMERSE, we’re committed to fostering a welcoming and respectful environment for everyone. As members of this community, we all share the responsibility of upholding these values. If you witness behavior that doesn’t align with our Community Guidelines, reporting it helps us maintain a positive space for learning and connection.
Tools to Manage Social Interactions
To help users uphold the Community Guidelines and avoid conflict, we offer preemptive support options for both learners and Guides.
Submitting a Report
To keep the process as simple as possible, please email us directly at [email protected].
What Information to Include
When submitting a member report, please include the following information:
Member name
Member ID Number (located in the member's profile after clicking on their user name tile)
Location of incident
When the incident occured
Who was present
What happened (detailed description of the incident)
How you or others were impacted
What Happens After You Report a Member?
Our team carefully reviews every report to ensure fair and thoughtful action. Here’s what happens when a report is submitted and how you can help.
Review & Follow-Up
Our Customer Support (CS) Team reviews reports daily.
Our team will assess and choose the correct action:
Review the Member’s profile and begin a case.
Contact Member (warning) - If the situation does not require a suspension, we may reach out to the member with a reminder of our guidelines.
Suspension - If suspension is necessary, we will notify the member via email and provide next steps.
Urgent Cases
In serious cases, such as a direct violation of our community guidelines, a Program Manager (PM) may take immediate action to suspend a member to maintain a smooth experience for both our community and staff.
The CS Team will follow up with the member to ensure a fair resolution.
Staff Addressing In-Person Conduct Violations
To keep IMMERSE a safe and welcoming space, we encourage our staff to report concerns and take appropriate action when needed. For all violations, we will follow a progression of steps, ranging from a verbal warning to removal from the session, based on the severity of the incident.
Verbal Redirection or Cease Request
Verbal Redirection or Cease Request
Whenever possible, Guides will address concerns privately by moving the member in question to a private audio channel.
If the behavior continues after the discussion and/or warning, members will kindly be informed that they will be removed from the session if it doesn’t stop
When age is a concern, Guides will politely ask a user to confirm their age.
If they confirm they are under 18, Guides explain our age policy, ask them to leave on their own and let them know we will follow up via email with more information about future offerings, and then remove them if they don’t leave on their own.
Session Removal
Session Removal
If needed, members can be removed by staff in classes and public spaces like The Commons. Before removal, Members are informed that our Customer Support/Success team will follow up via email.
Guides can deny follow up requests to join classes to limit disruptions.
For cases that need extreme and immediate measures taken, Guides can remove and suspend someone in the same action.
Filing a Staff Report
Filing a Staff Report
For all violations, Guides Use a staff Member Report Form to officially document the issue no matter how small. This helps us keep track of undesirable platform behavior and prevent exploitation of our services, among other things
If the issue involves disruptive behavior, being underage, or multiple accounts, the member will automatically receive a notification that their account has been suspended.
Issue Mitigation Steps
Issue Mitigation Steps
Formal Warnings
If a member is suspended, they will receive an email from our CS Team with an explanation and next steps.
Suspended members must reply with confirmation that they will follow the guidelines in order for access to be reinstated.
Termination & Blacklisting
Working Together to Build a Stronger Community
Creating a positive and inclusive space is a shared effort. By treating each other with respect and reporting concerns responsibly, we can ensure that IMMERSE remains a safe and welcoming place for everyone. Thank you for being a valued part of our community!💙
For further assistance, contact us at [email protected].