Moderator at International Rescue Committee

Job Overview:

IRC is seeking a Moderator to be based in Hagadera under the direct supervision of a Senior Editorial Officer. The Moderator will be responsible for communicating directly with Julisha.Info users daily, replying to comments, messages, and questions. 

Major Responsibilities:

• Engage users in conversations online based on the guidelines.
• Reply to messages and comments received on Julisha.Info social media channels with the help of the Signpost team and moderation guidelines.
• Collaborate with Senior Editorial Officers, Roving Service Mapping Officer, Protection Manager, and protection teams to develop thorough, vetted, well-researched answers.
• Where necessary, link or support the users with information on where/ how they can access services in relation to the service mapping information available.
• Feedback on representative and noteworthy comments and write an analysis of the month’s communications (including responses to posts, trends in conversation and information gaps).
• Share insights, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.
• Analyse information gaps amongst the affected populations to feed into future content creation.
• Keep up to date with all the new information put out on an ongoing basis and attend regular trainings as required.
• Track and analyze information requests on Julisha.Info social media channels to identify trends and/or issues and propose solutions and ideas to improve the effectiveness of the program’s communication strategies and activities.
• Support in management and capacity building of Julisha.Info Community staff.
• Follow protocol to escalate any communication from at risk cases to Protection team.
• Any other responsibility as may be assigned by the supervisor.

Key Working Relationships:

• Position Reports to:  Senior Editorial Officer.
• Position directly supervises: Julisha community staff.

Qualifications

• Typing speed of at least 30 words per minute
• Knowledge of social media platforms such as Facebook
• Experience working with Content Management Systems (CMS) such as Zendesk
• Ability to act with discretion, integrity, and diplomacy
• An understanding of the power and importance of accurate information and the ability to exercise strong judgement in ensuring all answers are accurate.
• High emotional intelligence

Education:  

• Diploma or advanced relevant technical (such as media, journalism, communication) qualifications.

Language Skills: 

• Advanced oral and written Kiswahili, and English language skills. Knowledge of Arabic and/or Somali languages is an added advantage.

Preferred Experience

• Experience working with refugees, asylum seekers, displaced persons, refugee hosting communities
• At least one year of experience working with social medial platforms such as Facebook
• Excellent verbal and written communication skills, great attention to details and, an overall ability to be clear and concise in all communications.
• Strong organizational and time-management skills; proven ability to prioritize and deliver on time
• Strong analytic problem-solving skills with ability to work both independently and in a dynamic, cross-functional team
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint etc.)
• Demonstrated ability to work effectively with stakeholders at all levels
• Basic knowledge of digital design