Responsive Information Assistant

Background/IRC Summary:

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 at the request of Albert Einstein, the IRC offers lifesaving care and life changing assistance to refugees forced to flee from war and disaster. At work today in over 40 countries and 22 U.S. cities, we restore dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

IRC has been working in Pakistan for approximately 40 years, managing and delivering large, complex programs to meet the needs in health, education, safeguarding, environmental health and livelihoods for displaced, poor and disaster affected communities.

About Signpost:

Signpost is an initiative that harnesses social media and other digital tools to change the way the humanitarian community communicates with affected communities. Signpost is delivering on its mandate by crafting content adapted for vulnerable individuals and communities in their local languages. International Rescue Committee’s Signpost digital initiative in Pakistan is titled ‘Bolo’. The platform provides user-focused information, through context-appropriate channels (Facebook Page and website). Bolo provides accurate information on key services in Pakistan including COVID-19, Health, Education, Civil Documentation, etc.

IRC is seeking a Signpost Assistant under the direct supervision of the Signpost Editorial Manager. The Signpost Assistant shall reply to user comments, messages, and queries based on Signpost guidelines and produce content driven by user requirements.

Major Responsibilities:

• Support Signpost activities, including coordination with implementing partners, field visits, and supporting information dissemination to help improve access to information for vulnerable communities.

• Design visual content (images and animated videos) on monthly basis for Signpost social media and website,

• Draft accurate content and share timely information about civil documentation, social protection programs, protection and safety, reduce rumors, misinformation, key service options, and other information as requested by users.

• Reply to messages and comments received on social media channels with the help of the Signpost team and moderation guidelines.

• Engage users in conversations online based on guidelines.

• Develop detailed, vetted, and well-researched answers to user queries.

• Share insights, feedback, cultural awareness, contextual knowledge, and learning with the wider team.

• Remain updated with all the new information on an ongoing basis and attend regular trainings as required.

• Ensure two-way communication and be responsive to people’s needs and changing contexts through social media.

• Experience in trauma-informed communication approaches and management techniques that will help build trust with users will be a plus.

• Ensure data-protection protocols to safeguard the confidentiality and protect those registered from potential protection risks, including violence, discrimination, or stigma.

• Ensure safety and security of documents/ assets handover to him/her for the assigned task.

• Follow policies and guidelines provided to him/her during orientation.

Key Working Relationships:

Position Reports to: Signpost Editorial Manager

Other Internal and/or external contacts: Signpost Officer(s), and Protection team.

Knowledge and Experience:

• Bachelors in computer arts, fine arts, media, journalism, or mass communication.

• At least one year experience designing graphical content for social media users.

• Ability to work on a Content Management System (CMS) would be a strength.

• Experience moderating social media platforms (preferred).

Proven Skills and Competencies:

• Proficiency in design software (Adobe Illustrator, Adobe Photoshop, Coral Draw).

• Knowledge of social media platforms such as Facebook.

• Ability to act with discretion, integrity, and diplomacy.

• An understanding of the power and importance of accurate information and the ability to exercise excellent judgement in ensuring all answers are accurate.

Language Skills:

• Fluent, professional level speaking, reading, and writing in English and Urdu.

• The applicant should be able to speak using sufficient, structured and accurate vocabulary in a formal conversation.

Preferred Experience & Skills:

• Excellent verbal and written communication skills and, an overall ability to be clear and concise in all communications.

• Attention to detail.

• Strong interpersonal and time-management skills; ability to prioritize and deliver on time.

• Strong analytical problem-solving skills.

• Work both independently and in a multifaceted, cross-functional team.

• Proficient in Microsoft Office suite (Word, Excel, PowerPoint etc.).

Working Environment:

Works well in and promotes teamwork, flexible and able to handle reasonable deadlines.

The IRC Core Values and Commitments.

• 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 Anti-Retaliation and Combating Trafficking in Persons.

• IRC is committed to ensuring that IRC staff is suitable to work with children and have the knowledge they need to uphold and abide by the IRC’s Child Safeguarding Policy.

• Level of interaction with children: Occasional direct contact with children.

• IRC ensures that its staff must actively practice the roles and responsibilities related to client responsiveness, accountability to people in affected communities and must have competencies to solicits and listens to feedback and other’s perspectives, responds to feedback with maturity and sensitivity and takes appropriate decisions and makes changes to behavior or actions in response to feedback.

• IRC recognizes that gender equality is fundamental to the achievement of our organizational mission. As such, IRC is committed to the promotion of gender equality in all aspects of our operations and programs. Our organizational policies, procedures and actions demonstrate this commitment.

We are an equal opportunity employer and value diversity. Women candidates and differently abled persons are highly encouraged to apply.