Senior Digital Community Liaison

Program & Job Overview:

Implemented by the IRC, the Cultural Orientation Resource Exchange (CORE), a technical assistance program, connects and supports refugee resettlement staff globally to deliver effective Cultural Orientation which helps refugees and Special Immigrant Visa holders achieve self-sufficiency in the United States. CORE is funded by the U.S. Department of State, Bureau of Population, Refugees, and Migration.

The Senior Digital Community Liaison will support CORE’s Settle In Facebook. Settle In Facebook is an information service designed to directly engage newly arrived Afghans resettling in the United States. This platform—an extension of CORE’s existing work with the Settle In website and the Settle In mobile app—serves as another touchpoint to disseminate vital, correct information tied to early resettlement services. Available in Dari, Pashto, and English visitors can view updates on the Facebook page and message directly with Dari and Pashto-speaking Digital Community Liaisons.

Senior Digital Community Liaisons interact with Afghans resettling in the United States on social media primarily through private messaging and social media post comments, helping users navigate information on our platforms, clarify and share information on available services, and lend a friendly, empathetic ear. This position reports to CORE’s Senior Digital Communications Officer.

Major Responsibilities:

• Lead Settle In Facebook page moderation in collaboration with Senior Digital Communications Officer and with input from vital stakeholders, including the State Department Bureau of Population, Refugees, and Migration.
• Maintain platform reputation by copy-editing content and assuring accurate translations.
• Manage and support Settle In Facebook team in replying to messages and comments received on the page by following moderation guidelines.
• Identify critical user referral needs and respond following established protocols. Escalate any communication from vulnerable cases to Protection Specialists.
• Assist with publishing social media posts in Dari and/or Pashto focused on key Cultural Orientation messages in coordination with the Digital Content Manager.
• Compile feedback on (and translate into English) representative and noteworthy comments and write an analysis of the week’s communications (including responses to posts, trends in conversation and information gaps).
• Contribute to a Frequently Asked Questions document in English, Dari and Pashto that can be used to answer user questions on the platform.
• Based on user questions or misunderstandings, propose new content topics to feed into content creation. As needed, collaborate with Digital Content Manager to develop thorough, well-researched content about Cultural Orientation topics (Examples: Employment, Housing, Education, Role of the Resettlement Agency) and translate into Dari and Pashto.
• Share opinions, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis. Present findings to relevant external stakeholders, as needed.
• Collaborate with other CORE staff to ensure maximum visibility and integration of all new CORE resources;
• Represent CORE at meetings, internal and external workshops and conferences, and other events, as needed;
• Perform other duties as assigned.

Job Requirements:

• Fluent in English and Dari and Pashto.
• 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, especially Facebook, and cultural use of these platforms, with preference of experience managing a Facebook page or group.
• Preference for experience working in resettlement and Cultural Orientation programming
• Ability to learn new technologies quickly.
• Excellent written and oral communication skills: the ability to communicate effectively with colleagues and partners in English and Dari.
• High emotional intelligence (our users are in difficult periods of their lives and moderators need to empathize with them).
• An understanding of the subtlety of language and an ability to apply communication guidelines in written responses.
• An understanding of the power and importance of accurate information and the ability to exercise strong judgment in ensuring all answers are accurate. Fantastic attention to detail.
• Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time and meet deadlines. Ability to work autonomously.
• A commitment to going above and beyond in the quest to give people in crisis accurate information.

*Working Environment:***Remote position.

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The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

COVID-19 Vaccination Requirement: In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires candidates who are selected for interview to furnish proof of vaccination against COVID-19 in order to be considered for this position.

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. 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.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.