Social Media Moderator-Arabic/French
Engage with online community and provide support in Arabic and French
This opening is not available anymore.
Do not try to apply for this job.
Overview
Engage with online community and provide support in Arabic and French
You have:
- A native speaker of Arabic with excellent French writing skills.
- Excellent level of English (B2 or higher). Knowledge of Italian is a plus.
- Strong computer proficiency and good typing speed.
- High emotional intelligence.
- Ability to adapt communication style to the audience and communicate technical information easily.
- Knowledge of social media platforms and usage by refugees.
- Willingness to learn quickly.
- Attention to details.
Job Description
Following a first assessment conducted in January 2017 in Italy and another one in July 2017, several critical protection gaps were identified within assistance provided to refugees in migrants in Italy: mental health and psychosocial support (MHPSS), assistance to unaccompanied children, information provision and legal support. To respond to the identified gaps IRC established a small presence in Italy. Programs in Italy include: Refugee.Info digital information service, emergency response and in-person information provision, human trafficking prevention, mentoring programs for the socio-economic inclusion of refugee youth, women protection and empowerment (WPE), education (social emotional learning and healing classrooms), and psychosocial support.
Context of the Assignment
Refugee.Info is an innovative, first-of-its-kind project that uses social media to connect with refugees and asylum-seekers, listen to their questions and provide relevant, actionable, and accurate information. It is part of Signpost, an umbrella project of responsive information platforms to deliver critical information in over 20 countries, led by the IRC. It began in 2015 in Greece and since 2018 Refugee.Info supports asylum-seekers, refugees and migrants with information in Italy. Currently, Refugee.Info Italy counts with a website, Facebook page and group and two-way communication channels (Messenger, WhatsApp and Telegram) and communicates in English, French, Arabic, Persian, Pashto, Ukrainian and Italian.
Job Summary
We are looking for a Social Media Moderator based in Italy, to join our team .In this role, you will be responsible for engaging with our online community by answering users' questions in Arabic and French, as well as translating content
What does a Social Media Moderator do?
Social Media Moderators are the beating heart of Refugee.Info, playing a crucial role in our mission to support refugees. Every day, they engage with refugees on social media platforms, addressing their inquiries and providing tailored responses on a range of topics, including residence documents, access to asylum, administrative procedures, rights, and available services. Through daily interactions, our Social Media Moderators help individuals make informed decisions about their lives and connect them with vital services.
They also collaborate with the Refugee.Info Editorial Officer to analyze information gaps amongst refugee populations to feed into future content creation, and with the MEAL Protection Officer to assess information and protection needs.
Specific Duties and Responsibilities:
• Answer to users’ messages and comments on Refugee.Info digital platforms in Arabic and French.
• Collaborate with the Moderation Lead on answering complex questions.
• Follow protocol to escalate any communication from vulnerable cases to Protection Specialists.
• Regularly feedback on noteworthy questions and comments, trends in conversations, information gaps and protection concerns of refugee and migrant populations.
• Translate content on Refugee.Info platforms into Arabic and French.
• Read Refugee.Info content and stay abreast of changes in the refugee and migration context in Italy.
• Share feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.
• Participate in regular online meetings.
• Social Media Moderators who demonstrate strong skills and a keen interest in content creation for Refugee.Info may have opportunities to engage in the following activities:
1. Video production
2. Website and Facebook content drafting
Do Social Media Moderators need to know all the information themselves?
Our Social Media Moderators are not expected to find answers to users’ questions on their own on external sources. Social Media Moderators’ primary sources of information are:
• Refugee.Info website
• Past Facebook posts
• Approved answers and offline service maps
Upon starting, Social Media Moderators are required to review all the content on our website and social media platforms, including posts and videos from the past six months. This comprehensive overview provides moderators with a solid understanding of our information, enabling them to respond accurately and effectively to user inquiries. Moderators are also responsible for staying up to date with new content released by the Editorial Team on an ongoing basis.
During their shifts, Social Media Moderators maintain continuous communication with each other and the Refugee.Info Moderation Lead and Manager via Slack, an online communication platform. This collaboration allows moderators to seek guidance from the team on how to respond to questions and to flag any concerns or observations that arise. If moderators are uncertain about the appropriate response to a question, they are expected to consult the team on Slack to ensure accurate and helpful communication.
Requirements:
• A native speaker of Arabic with an excellent level of French. Excellent writing skills in these languages.
• An excellent level of English (B2 or higher). Knowledge of Italian will be an asset.
• Strong computer proficiency and good typing speed.
• High emotional intelligence
• Excellent communication skills, particularly the ability to adapt the communication style to the audience and communicate technical information in an easy-to-understand manner.
• Ability to work autonomously.
• Knowledge of social media platforms and how refugees use them.
• Willingness to learn (fast-learners are very much appreciated!).
• Attention to details.
Promote and actively participate in initiatives and efforts to build team engagement, inclusion and cohesion in IRC Italy
Foster ongoing learning, honest dialogue and reflection to strengthen safeguarding and to promote IRC values and adherence to IRC policies
One of the most important qualities in a Social Media Moderator is the desire to help refugees and migrants, regardless of their nationality, by providing them with accurate information. Many of our Social Media Moderators have prior experience working with refugees in a voluntary or professional capacity and have a migratory or refugee background. Social Media Moderators come from the same culture as the section of our audience they are working with and speak their dialect.
Reporting Lines
Position directly reports to: Moderation Lead, IRC Italy
Working hours
This is a part-time position. Social Media Moderators’ hours are semi-flexible and will be decided in discussion with the Project Manager.
This is a remote role. Social Media Moderators can work remotely from anywhere in Italy, as long as they have a computer.
Standard of Professional Conduct: IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability and Equality. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.
Commitment to Gender, Equality, Diversity and Inclusion: IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of IRC Persons in any work setting.
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.
Equal Opportunity Employer: IRC is an equal opportunity employer and we value diversity and inclusion. We do not discriminate on the basis of race, nationality, ethnicity, gender, age, religion, caste, sexual orientation, differently abled, geographic origin, marital status, veteran status and cultural background (or any other characteristic protected by law). We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#LI-GR2
Qualifications
Potential interview questions
| Can you describe a situation where you had to adapt your communication style to better connect with someone? | This question is aimed at understanding your communication skills and adaptability. | Provide a specific example where you altered your communication approach to meet the needs of the audience. |
| What strategies would you use to manage stressful situations with online users? | The interviewer wants to assess your emotional intelligence and problem-solving skills. | Pro members can see the explanation. |
Added 1 year ago
-
Updated 1 year ago
-
Source:
rescue.org
