I’ll try to explain about the situation with the care team going in the wrong direction I mentioned above. It was not in an online community but with people working partly together in the same place and partly in other cities, but meeting IRL at least once a month.
A team of about 40 people. There where concerns about situation of stress and pressure, with aggressive language and threats. People did not know where they could address to so we decided to appoint the role of confidants. We asked for candidates and then voted for two.
Some moths later these two had had lot’s of visits of team members that asked to talk to them about various concerns. The two confidants felt that they had to do something about all the problems they heard about, so they put everything (anonymized of course) I a note they sent to all team members and the board. After that things went quite bad. There where accusations of bad handling towards the bard and within the team, a lot of mistrust started, based on half true information that where written in the published note.
There was a lot of effort needed the get things good again, but it took over three times longer it took to create all that mess.
The biggest problem we pointed out later for the confidants was, that they felt responsible to resolve the problems they heard about when people addressed them in their special role. They did not know better because expectations towards them where not clearly defined, and they where not trained to handle the information they got in confident talks.
That’s why I think it’s a good thing to define what we expect from the care team, and what actions they should eventually take or not.