Social Media Moderator Ukrainian speaker
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.
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.
- 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.
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.