International Rescue Committee (IRC) is looking for a Digital Community Liaison Manager.
Major responsibilities:
- Manage a team of Digital Community Liaisons (DCLs), routing messages to different team members based on workload, geographic focus, or other areas of expertise
- Ensure that messages are responded to in a timely manner and that responses follow established best practice in client-driven communication approaches, psychological first aid, confidentiality, and escalation processes for acute protection needs
- Coach, train, supervise and mentor direct-report staff, including communicating clear expectations, setting quarterly performance objectives, providing regular and timely positive and constructive performance feedback, and providing documented semi-annual performance reviews
- Assess staffing needs and make recommendations on a continuous basis
- Work with Social Media Manager to time ad campaigns appropriate to DCL workload
- Provide regular reports on trends in information requests, feedback, and other insights to the broader Signpost team to inform editorial and social media strategy
- Develop standard language for commonly asked questions in consultation with the editorial team
- Keep up to date of new information content on an ongoing basis and ensure the DCL team is aware of and understands new developments in the context, including changes in policy, border conditions, documentation processes, etc.
- Work to optimize the technology tools that the DCL team uses to manage communication
- Excellent oral and written Ukrainian Language skills required. Proficiency in Russian and English is desired
- Follow up with a shift schedule of the DCLs that could be changing on a weekly basis. Ensure the shifts are completed and communicated across the team
- Follow closely developments in the migration context in the wider region and in collaboration with DCLs, suggest new content to be developed to the Editorial team
- Follow protocol to escalate any communication from vulnerable cases to Protection Specialists
- Create links with the refugee and migrant communities and promote their engagement
- Translate articles and support the production of audio and video messages
Expected Travel:
- Travel within Balkans and south-eastern Europe
Requirements:
- Bachelor Degree in Communications, Multimedia or related field
- Highly skilled manager (at least 3 years of experience) with prior experience leading a team, including remote management
- Prior experience working with or refugees, migrants, or other vulnerable populations
- Prior experience in community engagement is desired
- High emotional intelligence and top-notch communication skills
- An understanding of the subtlety of language and an ability to apply communication guidelines in written responses
- 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 and how refugees use them
- An understanding of the power and importance of information
- Fluency in English required. Preference will be given to candidates with fluency in the following languages: Ukrainian and Russian