Digital Community Officer

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 newcomers achieve self-sufficiency in the United States.

Settle In, available in multiple languages, is CORE’s digital information service that directly engages newcomers through its website (https://www.SettleInUS.org) mobile app, and social media platforms. Settle In serves as another touchpoint to disseminate vital, accurate information tied to resettlement services.

The Digital Community Officer will oversee three newcomer-facing social media language teams who directly engage with newcomers, translate materials, and produce videos in five languages (Dari, Pashto, Spanish, Russian, and Ukrainian). This person will oversee a team of eight with direct reports. This position reports to CORE’s Senior Digital Communications Officer.

This position is funded by and will help support IRC’s Virtual Reception & Placement (VR&P) program, which aims to receive and resettle up to 10,000 individuals from the Western Hemisphere this year.

Major Responsibilities:

• Oversee all Settle In (https://www.facebook.com/SettleInUS) and Settle In for Ukrainians (https://www.facebook.com/SettleInForUkrainians) social media moderation in collaboration with Senior Digital Community Liaisons.
• Maintain platform reputation by ensuring all language teams uphold copyediting, moderation, and translation guidelines. Create Standard Operating Procedures as necessary to formalize procedures across the teams.
• Oversee content translation and production process, creating efficiencies in the production process via project management system and working closely with the Digital Content Managers and Multimedia Specialist on content approvals.
• Support language teams in sourcing accurate information for replying to user messages and comments. Keep resource lists and messaging documents up to date and streamlined across language teams. Lead trainings as necessary to inform team members about significant changes that impact their work.
• Supervise three Senior Digital Community Liaisons
• Schedule all posts on the primary Settle In Facebook page, collaborating with the content team on publishing strategy and content campaigns.
• Support partnership opportunities that promote engagement activities with newcomer communities resettling to the United States.
• Support language teams in identifying critical user referral needs and responding following established protocols. Escalate any communication from vulnerable cases to Protection Specialists.
• Support Monitoring and Evaluation Officer in analytics collection, collaborate on identifying internal and external project success metrics.
• In collaboration with the Senior Digital Communications Officer, develop a strategy for expansion of Settle In to additional populations
• Collaborate with Digital Content Manager on identified content needs and information gaps to inform new content creation. Test new content types and adapt content delivery based on the changing social media landscape
• Support professional development opportunities and strategies for direct reports and their team
• As needed, assist with content drafting for Settle In Facebook page and website
• Share opinions, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.
• Represent the team at meetings, internal and external workshops, conferences, and other events as needed.

Job Requirements:

• Bachelor’s degree required
• 4+ years of relevant professional experience
• Fluent in English; fluency in Dari, Pashto, Spanish, Ukrainian, or Russian preferred
• Proven people management skills: the ability to lead diverse staff, promote an inclusive work environment, and champion for psychological safety and well-being
• Strong computer proficiency and well acquainted with basic software tools. Can navigate autonomously in Windows, Android, Microsoft Suite, and Google Docs
• Knowledge of social media platforms, especially Facebook, and cultural use of these platforms
• Preference for experience working in resettlement and Cultural Orientation programming
• Ability to learn new technologies quickly
• Excellent written and oral communication skills: communicating effectively with colleagues and partners in English
• High emotional intelligence (our users are in difficult periods of their lives and the Settle In team needs to engage with empathy)
• 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 decision-making skills 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

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

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.

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: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.