Signpost Social Media Moderator

About IRC:

• The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives.
• Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war and disaster.
• At work today in over 40 countries and 22 U.S. cities, we restore dignity and hope to millions who are uprooted and struggling to endure.
• The IRC leads the way from harm to home.
• IRC has been working in Pakistan for approximately 40 years, managing and delivering large, complex programs to meet the needs in health, education, safeguarding, environmental health and livelihoods for displaced, poor and disaster affected communities.
• IRC works in partnership with local government and non-governmental organizations and is currently working across the country. 

About Signpost:

• Signpost is an innovative, first-of-its-kind project that harnesses social media and other digital tools to change the way the humanitarian community communicates with affected communities.
• Signpost is delivering on its mandate in this challenging time by creating content adapted for vulnerable individuals and communities in their local languages.
• International Rescue Committee’s Signpost digital initiative in Pakistan is titled ‘Bolo’ which means ‘speak’ in English language.
• The platform provides user-focused information in English and Urdu languages, through context-appropriate channels (Facebook Page and the Bolo website).
• Bolo provides accurate information on key services in Pakistan including COVID-19, Health, Education, Civil Documentation, etc.

Job Overview/Summary:

• IRC is seeking a social media moderator under the direct supervision of a Senior Editorial Officer.
• The Moderator will be responsible for communicating directly with Signpost users daily, replying to comments, messages, and questions.

Major Responsibilities:

• Reply to messages and comments received on Signpost social media channels with the help of Signpost team and moderation guidelines.
• Engage users in conversations online based on the guidelines.
• Collaborate with Senior Editorial Officer, Signpost Manager and Protection team to develop thorough, vetted, well-researched answers.
• Feedback on (and translate into English/Urdu if required) representative and noteworthy comments and write an analysis of the day’s communications (including responses to posts, trends in conversation and information gaps).
• Share insights, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.
• Analyze information gaps amongst the affected populations to feed into future content creation.
• Keep up to date with all the new information put out on an ongoing basis and attend regular trainings as required.
• Follow protocol to escalate any communication from vulnerable cases to Protection team.

Key Working Relationships:

Position Reports to: Senior Editorial Officer

Other Internal and/or external contacts: Signpost Manager, Communication team and Protection team

Knowledge and Experience:

• Bachelors or Master’s degree in media, journalism, communication
• Experience working with refugees, displaced persons, refugee hosting communities.
• At least one year of experience working with social medial platforms

Demonstrated Skills and Competencies:

• Typing speed of at least 30 words per minute
• Knowledge of social media platforms such as Facebook
• Ability to act with discretion, integrity, and diplomacy
• An understanding of the power and importance of accurate information and the ability to exercise strong judgement in ensuring all answers are accurate.
• High emotional intelligence

Language Skills:

• Advanced English language and Urdu skills, oral and written

Preferred Experience & Skills:

• Great attention to detail
• Excellent verbal and written communication skills and, an overall ability to be clear and concise in all communications.
• Strong organizational and time-management skills; proven ability to prioritize and deliver on time
• Strong analytic problem-solving skills
• Ability to work both independently and in a dynamic, cross-functional team
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint etc.)
• Demonstrated ability to work effectively with stakeholders at all levels

The IRC Core Values and Commitments:

• The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct.
• These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity Anti-Retaliation and Combating Trafficking in Persons.
•  IRC is committed to ensuring that IRC staff is suitable to work with children and have the knowledge s/he needs to uphold and abide by the IRC’s Child Safeguarding Policy.
•  IRC recognizes that gender equality is fundamental to the achievement of our organizational mission.
• As such, IRC is committed to the promotion of gender equality in all aspects of our operations and programs.
• Our organizational policies, procedures, and actions demonstrate this commitment.