Social Media Moderators Refugee.Info (Ukrainian)

Location: Italy

Duration: 6 months with high possibility of extension

Background

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 with programs 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 platform, child protection programming targeting unaccompanied children and victims of trafficking, mentoring programs for the socio-economic inclusion of refugee youth, WPE and education (social emotional learning and healing classrooms), emergency response to the Afghan crisis on the border between Italy and Slovenia. The IRC is setting up a response to the Ukraine refugee crisis with mental health and protection components in Milan metropolitan area.

Job Summary

Refugee.Info is an innovative, first-of-its-kind project that harnesses social media to communicate with refugees and asylum-seekers, listen to their questions and provide 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’re now looking for Social Media Moderators based in Italy, to join our team and help answer users’ questions in English and Ukrainian.

What does a Social Media Moderator do?

Social Media Moderators are the beating heart of Refugee.Info. They communicate with refugees

on social media every day – listening to their questions and giving them individualized answers.

Each day Refugee.Info Social Media Moderators respond to hundreds of 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 Social Media and Editorial teams to develop thorough, well-researched answers and analyse information gaps amongst refugee populations to feed into future content creation..

Specific Duties and Responsibilities:

· Directly communicate with our refugee populations on social media by answering comments, messages and engaging in conversation.

· Collaborate with Refugee.Info social media and editorial teams on messaging and answering complex questions.

· Follow protocol to escalate any communication from vulnerable cases to Protection Specialists.

· At the end of every shift, feedback on and translate representative and noteworthy comments into English, Dari and/or Pashto and write an analysis of the day’s communications (including responses to posts, trends in conversation and information gaps).

· Share opinions, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.

· Translate content on Refugee.Info platforms into Ukrainian.

· 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. Advisory on content

3. Drafting of social copies

Do Social Media Moderators need to know all this information themselves?!

No! Our Social Media Moderators are not expected to find answers to these questions on their own. WE provide the information. Social Media Moderators pass it on. Social Media Moderators’ primary sources of information are:

• The Refugee.Info website

• Past Facebook posts

• Answers provided directly by the Refugee.Info Editorial Team
  When Social Media Moderators start they are required to read through all of the content on our website, blog 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 we 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.

Reporting Lines

Position directly reports to: Program Manager, IRC Italy

Expected Travel and working hours

This is a part-time position (up to a maximum of 50%). Social Media Moderators hours are

semi-flexible and will be decided in discussion with the Project Manager. We prefer all Social Media Moderators to work their hours in the evening, wherever possible, as this is when the majority of

our users are online.

This is a remote role. Social Media Moderators can work remotely from anywhere in Italy, as long as they have a computer.

REQUIREMENTS:

• High emotional intelligence (our users are in difficult periods of their lives and Social Media Moderators need to sympathise with them).
• A native speaker of Ukrainian.
• An excellent level of English (B2 or higher). Knowledge of Italian will be an asset.
• Willingness to learn (fast-learners are very much appreciated!).
• Integrity.
• Humility.
• Good judgement.
• Ability to work autonomously.
• Respect for people of all walks of life.
• A team player.
• Fantastic attention to detail.
• 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.
• Good typing speed.
• Knowledge of social media platforms and how refugees use them.
• An understanding of the power and importance of information.
• The commitment to going above and beyond in the quest to give refugees accurate information.

One of the most important qualities in a Social Media Moderator is the desire to help refugees 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.

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.