Senior Digital Community Liaison, Afghan

Program & Job Overview:

From March 2022 – March 2023, the International Rescue Committee launched and implemented a first-of-its-kind service model for the resettlement of 556 Afghan Humanitarian Parolees (AHPs) who arrived through Operation Allies Welcome. Via a comprehensive and personalized virtual case management model, the Virtual Afghan Placement and Assistance (VAPA) program provided per capita direct assistance, client-led case management, and resources and referrals for the successful resettlement of these new arrivals. Building off of this award-winning program, the IRC now implements the Virtual Reception & Placement (VR&P) program for Special Immigrant Visa (SIV) holders, the Virtual Resettlement Line for humanitarian parolees, and the Welcome Corps Support Line for private sponsor groups welcoming newcomers through the Welcome Corps.

Using the model developed during VAPA and further advanced for the current iteration of the VR&P program, the International Rescue Committee (IRC) aims to meet the ambitious goal of receiving and resettling up to 10,000 individuals in FY24 from the Western Hemisphere and Operation Enduring Welcome platforms. This project will include coordinating steps overseas, partnering with a variety of stakeholders across the United States, and effectively establishing relationships in a virtual setting.

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 a digital information service run by CORE 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 Senior Digital Community Liaison will support Afghan newcomers via Settle In Facebook and the Help Center (https://www.settlein.support//)).This includes supporting content development and coordinating social media initiatives. Tasks will include moderation of messaging and social media post comments, helping users navigate information on Settle In platforms, clarifying and sharing information on available services, and coordinating live stream events. This position reports to CORE’s Digital Community Officer and supervises two Dari- and Pashto-speaking Digital Community Liaisons.

Major Responsibilities:

• Lead Settle In Facebook page moderation in collaboration with Digital Community Officer and with input from vital partners, including different government agencies.
• Supervise Digital Community Liaison(s).
• 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.
• Compile feedback on (and translate into English) representative and noteworthy comments 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 team members 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:

• Bachelors degree required.
• 1-3 years of relevant professional experience.
• Fluent in English, 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.
• 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 judgement 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.

Additional Preferred Experience:

Multimedia and Social Media Experience

• Experience creating and editing video content
• Experience managing a Facebook page or group.

Resettlement Experience

• Previous experience working with SIV holders through the Reception and Placement program.
• Experience with Cultural Orientation programming and familiarity with CORE’s work and resources.
• An accredited bachelor’s degree in social work or a related field.
• Previous experience working in public health with vulnerable populations.

Public Health Experience

• Previous experience working in public health with vulnerable populations.

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.

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.