Arabic Social Media Moderator

Job Description

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, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries, the IRC aims to restore safety, dignity, and hope to millions uprooted and struggling to endure. In response to the arrival of refugees in Greece in 2015, the IRC has been offering SMS, WASH, Livelihoods, and Protection services to children, women, and people in need of mental health support.

Refugee Info Summary:

Refugee.Info is an innovative, first-of-its-kind project that harnesses social media to connect with refugees and asylum-seekers, listen to their questions and provide information. Refugee.Info (RI) is the European instance of Signpost, a joint initiative launched in Greece by the International Rescue Committee and Mercy Corps in 2015 at the height of the European refugee crisis. In 2018 we expanded the project to help asylum-seekers, refugees and migrants in Italy.

We’re now looking for new Social Media Moderators, based in Greece to join us and help answer users’ questions in their language. Additionally, moderators will support the translation of content across the languages that Refugee.Info supports, might provide interpretation sessions during info sessions that the program conducts, and participate in Facebook live events.

This job announcement is for the position of Arabic-speaking Social Media Moderator.

Job Overview/Summary:

What does a Moderator do?

Social Media Moderators are the beating heart of Refugee.Info. They communicate with refugees and asylum seekers on social media every day — listening to their questions and giving them individualized answers.

Their goal is to respond to hundreds of comments and messages to help people make informed choices about their lives and connect them with services that can help.

They also collaborate with the Refugee.Info Team to counter rumors, develop detailed, well-researched answers, and analyze information gaps amongst refugee populations to foster future content creation. Additionally, they support translations of content for Refugee.Info website, Facebook page, and other channels in various refugee languages.

What do we look for in a Social Media Moderator?

One important quality in a Moderator is the desire to help refugees and migrants by providing them with accurate information. Many of our Moderators have prior experience working with refugees in a voluntary or professional capacity and are refugees themselves. All of them are wholly committed to helping.

Moderators come from the same culture as the section of our audience they are working with and speak their dialect.

Duties

• Directly communicate with our refugee populations on social media by answering comments and messages and engaging in conversation.

• Collaborate with Refugee.Info Team on messaging and answering complex questions.

• Follow protocol to escalate any communication from vulnerable cases to Protection Specialists.

• At the end of every shift, provide feedback on noteworthy and write an analysis of the day’s communications (including responses to posts, trends in conversation, and information gaps).

• Share opinions, feedback, cultural awareness, contextual knowledge, and learning with the broader team on an ongoing basis.

• Build links with the refugee and migrant communities and promote their engagement.

• Translate articles and support the production of audio and video messages.

• Support with interpretation in-person info sessions and Facebook live events

Requirements

• Holding a work permit in Greece

• High emotional intelligence (our users are in difficult periods and moderators need to sympathize with them).

• A native speaker of Arabic.

• Proficient in English

• Confirmed experience as a translator/interpreter with strong translation skills in English-Arabic and vice versa

• Fast learner.

• Good judgment.

• Ability to work autonomously.

• Respect for people from all walks of life.

• A standout colleague.

• Fantastic attention to detail

• An understanding of the subtlety of language and an ability to apply communication guidelines in written responses.

• Strong computer proficiency and well-acquainted with basic software tools - can navigate autonomously in Windows, Android, Skype, Microsoft Suite, and Google Docs.

• Good typing speed.

• Knowledge of social media platforms and how refugees use them.

• An understanding of the power and importance of information.

Trial period

Every Refugee.Info Moderator must undertake a trial period of one month to see if they are a good fit for the project and if the project is a good fit for them.

During their trial period, Moderators are trained by other members of the team so that they can eventually perform their work autonomously.

At the end of the month’s trial period, each Moderator undergoes a review, where their performance is assessed, and the decision is made about whether to offer them a permanent role on the project.

Hours

Part-time (20 hours/week). Social Media Moderator's hours are semi-flexible and will be decided in discussion with the Project Manager. Professional Standards: IRC staff must adhere to the values and principles outlined in IRC Way – Global Standards for Professional Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, IRC operates and carries out policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Respect at Work Fiscal Integrity, and Anti-Retaliation.

Accountability to Clients: IRC staff must adhere to the commitment of contributing to the sustainability and development of its (CR) Client Responsiveness Mechanisms, preserving the culture of prioritizing the needs of our clients and affected communities by systematically listening to their perspectives and using their feedback to make programmatic decisions and give them greater influence over program design and delivery.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Diversity and Inclusion: At IRC we are passionate about creating an inclusive workplace that promotes and values diversity. Organizations that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, nationality, and perspective are validated to be better organizations. More importantly, creating a safe workspace environment where everyone, from any background, can do their best is the right thing to do. So, bring your whole self to work.

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Qualifications