Community Management Contractor; Individual Consultancy; 11.5 Months; Beirut, Lebanon

Contract

This is a Consultancy contract. More about Consultancy contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, support

UNICEF started to work in Lebanon in 1948 and established its office in 1950. For more than 70 years we’ve been working closely with the Government of Lebanon, other UN agencies, international and local NGOs, universities, and more than 100 partners to meet the needs of disadvantaged children in Lebanon. Responding to lifesaving needs and ensuring equal access to quality public services, the impact of our work is felt in every aspect and every sphere of society. To learn more about our work, please refer to: https://www.unicef.org/lebanon/what-we-do

How can you make a difference?

UNICEF social media channels are lively platforms meant to be an engaging and learning environment for our audience to share ideas and to discuss UNICEF’s work and the rights of children worldwide. As a human rights organization, we support freedom of expression and encourage open discussion, but these should also be safe places for everyone - particularly children - to participate free from harmful messages. Social media moderation involves monitoring and responding to comments, questions, and content on social media sites, as well as escalating where appropriate. Moderation helps UNICEF protect its reputation, mitigate risk, develop relationships, bust myths and engage new and prospective supporters. It also helps makes sure our social media channels are a safe space for everyone. Having a robust moderation strategy which includes answering direct questions not only helps provide our audience with information but also helps build trust and community.

To effectively manage this dialogue with its digital community, UNICEF Lebanon is seeking a community management consultant to:

- Monitor UNICEF Lebanon social media accounts, read and respond to every question, comment and concern in a timely manner, as well as escalate and flag potential risks where appropriate; under the supervision of the Communication Officer (Digital) and in coordination with programme sections;

- Protect UNICEF from risks to our reputation, and collect qualitative insights into content types which foster audience engagement.

- Build understanding and affinity with UNICEF advocacy priorities and brand, particularly to showcase our impact for children, and to increase our audience’s engagement with child rights.

- Build support for UNICEF among potential donors, advocates and volunteers, engage new and prospective supporters. while strengthening loyalty among existing UNICEF supporters.

- Support hundreds of individual cases (beneficiaries/ affected people) by referring to the right programmes and partners.

Work assignment expected results: ( Full time consultancy and tasks are recurrent on a monthly basis)

Tasks/Milestone: Deliverables/Outputs:

Monitor closely, daily and in a timely manner hundreds of comments and messages received on UNICEF Lebanon social media platforms, including FB, Instagram, twitter, LinkedIn and YouTube. Ensure all comments and messages on social are monitored and any risk is flagged and addressed.

Respond effectively to the messages and comments received on social media, according to UNICEF’s FAQs guidance, and community management /moderation strategy.Ensure all comments and messages are addressed and people’s inquiries are resolved. Also, ensure we are encouraging discussions about the issues we work on, and linking them to more information on our website or calls to action.Drafting engaging and insightful responses that strengthen the brand positioning, advocate for the rights of the child, helps provide the audience with information and helps build trust.Responses are well drafted, reviewed and edited as needed by the Digital Communication Officer, and more information is sought from relevant colleagues if unsure.Flag any reputation risk identified among the messages received on timelines or private messages and that needs to be addressed. This includes any severe criticisms or specific allegations about UNICEF, the UN or our work, or any breaking news that relates directly to children.Flag and escalate any comment or message which may put UNICEF’s reputation at risk to minimize reputational damage as much as possible.Assist with introducing effective tools to immediately and efficiently deal with online criticism and minimize the reputational damage/risk.Suggest additional tools to make sure all incoming messages and ongoing discussions are effectively monitored.Look for comments from influential people which could reach wider audiences, e.g., celebrities and journalists using tools such as Hootsuite and Talk walker.Ensure influential comments are shared with the Digital Communication Officer.Coordinate with relevant staff (e.g., programmes, communication, supply, operations, etc.) to review drafted responses, request additional information and refer individual cases to relevant partners.Coordination mechanisms are applied.Prioritize moderation during peak campaign moments and big news events that could impact UNICEF’s work or reputation within your country.

Ensure moderation during campaigns.Provide weekly insights on the comments, messages and feedback received on UNICEF social media channels; and daily when launching a social media campaign.Insights and Analysis provided.Produce monthly and quarterly reports on moderation statistics, issues, outcomes, and effectiveness of moderation, including the relevant number of comments received, sentiment and response rate; Reports deliveredSetup the RapidPro tool, build flows and integrate them into social media channels such as Facebook messenger, to enable faster and more efficient communication with social media followers.RapidPro application is integrated into Facebook, and flow is running and continuously updated.Support Digital Communication Officer with reporting on online community management that contributes to the AAP brief and digital engagement.Q&As, Reports and presentations delivered.Collect and archive all the formulated responses for different types of questions/comments received on UNICEF Lebanon main social media platforms.Ensure the archive is up to date with all formulated responses and replies to FAQsTo qualify as an advocate for every child you will have…

Education: A university degree in communications/ external relations or any other related field.

Experience: A minimum Minimum 3 years of professional experience working in customer service, communication, or media.

Language Requirements: Fluency in English is required. Knowledge of another official UN language or local language of the duty station is an asset.

Knowledge/Expertise/Skills required:

• Excellent writing skills.
• Understands the current context of Lebanon
• Familiar with the work of UNICEF and UNICEF Lebanon - including the nuances of technical terms.
• Excellent communication skills, both written and oral
• Attention to details
• Ability to work with professionals and to respond immediately to social media followers.
• Ability to work as part of a team and in close collaboration with internal and external partners.
• Ability to cope with pressure and deliver within strict deadlines.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

To view our competency framework, please visit here.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

A detailed financial proposal based on the above deliverables should be attached to your application.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.