Digital Community Liaison Officer (Ukrainian speaker)

IRC - The International Rescue Committee

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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 seeks to be an operational and inspiring leader in matters of resettlement, asylum, and integration, demonstrating its credibility and expertise as a leading service provider, partner and advocate across the arc of the global displacement crisis.

Across Europe, the IRC delivers programs that address acute humanitarian needs of asylum-seekers and other vulnerable migrants who are newly arrived, stranded or in transit, and programs that address their longer-term integration needs.

In response to the increased number of people on the move from 2015, the IRC began responding in the Balkans to assist vulnerable refugees, asylum seekers and migrants. Since the conflict in Ukraine started and consequent displacement into neighboring countries from February 2022, the programs are established to address the most pressing needs of people on the move across the South-east Europe. IRC continues to use its voice and expertise to increase safe and legal pathways, ensure protection and improve the quality of resettlement, asylum and integration services. The programs are implemented in close partnership with local non-governmental organizations and governmental institutions.

Job Description

Refugee Info 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.

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 Manager 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 RI 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 Manager on an ongoing basis and attend regular trainings as required.


● 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.

IRC is an Equal Opportunity Employer IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability.

Added 10 months ago - Updated 9 months ago - Source: