Digital Community Liaison Officer

Job Description

Signpost is a digitally enabled responsive information service that supports and empowers populations in crisis, including asylum seekers, migrants, and people who have experienced violence. Our program equips people with information to understand their options so that they can make informed decisions about how to stay safe, get urgent care for acute problems, exercise their rights, and access services. It was developed by the IRC and Mercy Corps in 2015 to address asylum seekers’ and migrants’ pressing need for reliable information upon arrival to Greece, and is now active in 15 countries on 5 continents.

It meets communities on the digital platforms they already use and aims to deliver information that is contextualized to their specific needs and speaks to their lived realities. This approach draws on evidence that people are more likely to trust and act on information that is responsive to their needs, speaks to their lived realities, and that comes from “peers” rather than authority figures.

Signpost- Ukraine Crisis

IRC is launching its Signpost program in response to the Ukrainian refugee crisis in partnership with Google and existing volunteer-led initiatives. We plan to build a large ambitious program that spans Europe and empowers people displaced by the crisis in Ukraine with the most important information they need to navigate their next steps, and eventually rebuild their lives, with access to individual, person-to-person support along the way.

Position summary

Digital Community Liaisons (DCLs) are the front-line staff of the Signpost program. They communicate directly with clients every day -- replying to their comments, messages and questions sent through social media. They help people displaced by the crisis in Ukraine to navigate the information they need to access services, know and claim their rights, and stay safe always using verified information, pre-vetted by an Editorial team to do so. DCLs provide non-judgmental support to people in need, always letting the client lead the conversation, and providing empathetic accompaniment to people navigating a new reality and complex information ecosystem.

Major Responsibilities

● Reply to messages and comments received on Signpost social media channels with the help of a team of experts and moderation guidelines.

● Engage users in conversation online.

● Follow protocol to escalate any communication from vulnerable cases to Protection Specialists or other specialized staff.

● Feedback on representative and noteworthy comments, trends in conversation and information gaps.

● Keep up to date with all the new information prepared by the Editorial team on an ongoing basis and attend regular trainings as required.

Requirements

● High emotional intelligence

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

● An understanding of the power and importance of accurate information and the ability to exercise strong judgement in ensuring all answers are accurate.

● Ability to work autonomously.

● Respect for people of all walks of life.

● A team player.

● Fantastic attention to detail.

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

● Knowledge of social media platforms, especially Facebook, and cultural use of these platforms.

● Excellent oral and written Ukrainian skills required. Proficiency in Russian or English a plus.

The International Rescue Committee is an Equal Opportunity Employer. International Rescue Committee considers all candidates on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, Equality 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, and Anti-Retaliation

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