Social Media Moderator Arabic-French (remote Italy)
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 who are uprooted and struggling to endure. In response to the increased refugee arrivals into Europe, the IRC established the program initially in Greece, which was expanded with programs in Serbia and wider Balkans and in Germany.
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 web-based information service, child protection programming targeting unaccompanied children and victims of trafficking, mentoring programs for the socio-economic inclusion of refugee youth, women protection and empowerment (WPE) and education (social emotional learning and healing classrooms), emergency response to the Afghan crisis on the border between Italy and Slovenia, emergency response to the Ukrainian crisis with protection and MHPSS components.
=== JOB 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 relevant, useful, and accurate information. It began in 2015 in Greece and is a collaboration between the International Rescue Committee (IRC) and Mercy Corps (MC). In 2018 we expanded the project to help asylum-seekers, refugees and migrants in Italy.
We are now looking for a Social Media Moderator based in Italy, to join our team to answer users’ questions in Arabic (and French) and translate content.
What does a Social Media Moderator do?
Social Media Moderators are the beating heart of Refugee.Info. They connect with refugees on social media every day - listening to their questions and giving them individualized answers on different topics, such as residence documents, access to asylum, administrative procedures, rights and access to services. Every single day Refugee.Info Social Media Moderators respond to 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 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: ===
- Accurately and timely answer clients’ messages, comments and engage in conversation over Refugee.Info online platforms in Arabic (and French).
- Collaborate with the Moderation Lead on answering complex questions.
- Follow protocol to bring up any communication from vulnerable cases to Protection Specialists.
- Regularly feedback on noteworthy questions and comments, trends in conversations, information gaps and protection concerns of clients.
- 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 opinions, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.
- Participate to regular online meetings.
- Social Media Moderators who show particular skills and interest in supporting production of content for Refugee Info might be involved in the following activities:
1. Video production
2. Website and Facebook content drafting
Do Social Media Moderators need to know all this information themselves?
Our Social Media Moderators are not expected to find answers to these questions on their own on external sources. Social Media Moderators’ primary sources of information are:
- The Refugee.Info website (https://italy.refugee.info/hc/en-us)
- Past Facebook posts (https://www.facebook.com/Refugee.Info.Italy/)
- Answers provided directly by the Refugee.Info Editorial Team
When Social Media Moderators start, they are required to read through all the content on our website and social media (including posts/videos spanning back 6 months). This gives Social Media Moderators a broad overview of our information (and the information that can be sent to people in response to their questions!). It is Social Media Moderators’ duty to keep up to date with all the new information that the Editorial Team put out on an ongoing basis.
Social Media Moderators are also in constant contact during their shift with each other and the Refugee.Info Editorial Team through an online communication platform called Slack.
On Slack, Social Media Moderators can ask the wider team how to answer questions and ﬂag any concerns or observations during their shift. If Social Media Moderators are ever unsure about the answer to a question (or how to best answer it), then they must ask on Slack.
- A native speaker of Arabic (preferably with an excellent level of French). Excellent writing skills in these languages.
- An excellent level of English (B2 or higher). Knowledge of Italian is not a requirement but will be an asset.
- High emotional intelligence (our users are in difficult periods of their lives and Social Media Moderators need to sympathize with them).
- Ability to work autonomously.
- Strong computer proficiency and good typing speed.
- Knowledge of social media platforms and how refugees use them.
- Willingness to learn .
- Integrity, modesty, good judgement.
- A great teammate.
- Phenomenal attention to detail.
- An understanding of the subtlety of language and an ability to apply communication guidelines in written responses.
One of the most meaningful 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 are refugees themselves. All of them are wholly committed to help. 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: PROJECT MANAGER, IRC ITALY
=== WORKING HOURS ===
Part-time position. Working 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.
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.
IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. In keeping with our core values of Integrity, Service, Accountability and Equality, IRC strives to maintain a work environment built on mutual respect in which all individuals treat each other professionally, and free of bias, prejudice, and harassment. IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of IRC Persons in any work setting. All IRC staff, wherever they are located, are accountable for creating an environment free of discrimination, harassment, bullying, and retaliation.