Community Engagement, Protection and Service Mapping Officer (CEPSMO) at International Rescue Committee (IRC)

Job Overview/Summary

The Community Engagement, Protection and Service mapping Officer will be responsible for community engagement and entry, identification of protection concerns, identification of service providers and drawing up of a service/ stakeholder’s map. S/he would also be responsible for referrals of case for service provision based on need and responding to clients’ information needs. - Additionally, S/he will write or co-write reports on signpost content. - The Community Engagement, Protection and Service mapping Officer will be line-managed by the signpost Senior Editorial Officer and work closely with the entire signpost editorial team as well as the Signpost Protection and Rule of Law Manager.

Major Responsibilities

• Identify service providers through field visits, information from field teams, coordination meetings, working groups, desk research, social media, referral pathways, user surveys/FGDs, etc.
• Develop tools such as new service entry forms, service entry update templates, and new service provider agreements.
• Communicate with service providers on a continuous basis to ensure the accuracy and consistency of information on the service map.
• Act as the liaison between Gidan Bayani, its partners (including government agencies, humanitarian organizations, and CSOs), and internal teams.
• Act as a first line of defense for bugs and issues with the site and actively solicit feedback from users or office staff.
• Coordinate with other actors mapping services to avoid duplication of efforts.
• Send the draft (preview) entry to the service provider for confirmation and ask for clarification where necessary.
• Conduct regular field visits when feasible to verify services offered and capture any access barriers.  
• Reviewing the content and design of the service map on an ongoing basis.
• Collaborate closely with Signpost Digital Community Liaisons (Moderators), providing ongoing training and support to ensure accurate verification of service information through direct user engagement.
• Conduct training for service providers on how to use the service map and solicit feedback from providers.

Program Management, Technical Quality, and Strategy

Program Development

Staff Performance Management, Learning & Development:

Required for all positions with supervisory responsibility, if special considerations are needed (e.g. remote management), make this additive to the base language here.

Research, Learning and Analysis

• Oversee the performance evaluation of Moderators and Community-Based Volunteers in Maiduguri and Yobe states.
• Prepare and submit weekly and monthly reports on project activities.
• Coordination & Representation

Team Collaboration

• Collaborate with the editorial team (Senior Editorial Officer and Moderators); translators; and Senior Advocacy Manager to manage content across all signpost platforms.
• Coordinate with ICT focal point and MEAL Officer to ensure the smooth operation of the signpost tools.
• Work with the editorial team to ensure content is aligned with the information request and appropriate for publication.
• Use online tools and other modes of communication to consistently share information with other members of the editorial team.
• Participate in all team meetings, workshops, strategy sessions, regular communications, etc., as established by the signpost Manager.
• Works Directly With: signpost editorial team (Senior Editorial Officer and Moderators); translators; and Senior Advocacy Manager

Key Working Relationships

Position Reports to:  Signpost Senior Editorial Officer

Indirect/Technical Reporting:  Signpost Senior Editorial Officer

Position directly Supervises:  

The Signpost Moderators and Community-Based Volunteers

Qualifications

Education:

• Bachelor’s degree in communication, Social Sciences, Public information, or another relevant field or an equivalent of three years of hands-on experience in the role.
• Experience working with a humanitarian organization.
• Expert-level knowledge of English grammar and usage.

Work Experience:

• Previous experience with CMS systems
• Self-starter — must be productive with minimal direction and flexible to sudden changes in requirements
• High level of attention to detail.
• Clear and consistent communication style.
• Experience in User Centered Design a plus, Zendesk, Transifex and meta business suite a plus.

Knowledge and Experience

• Knowledge of MS Word, MS Office Publisher, PowerPoint, is strongly desired.
• Experience using a CMS.
• Knowledge of online content best practices.
• Knowledge of social media strategy and content best practices.
• Experience in a humanitarian organization a plus.
• Knowledge of IDP issues in Northeast desired.

Demonstrated Technical Skills:

• Native-level oral and written English skills required.
• Ability to edit content drafted by non-native speakers into North American English.
• Ability to work effectively with a diverse team in a sensitive environment.
• Ability to work independently with remote management.
• Strong interpersonal skills and high emotional intelligence.
• Ability to handle pressure and ambiguity with grace and humor.
• Proven organizational skills.
• Healthy respect for deadlines.
• Strong interest in IDP/ refugee/humanitarian issues.
• Photo and video skills a plus.
• Experience in content editing
• Strong writing and proofreading skills
• Passion for writing
• Strong interpersonal and time-management skills; shown ability to prioritize and deliver on time
• Great attention to detail
• Strong analytic problem-solving skills
• Ability to work both independently and in a multifaceted, cross-functional team
• Native or near-native Hausa, Kanuri, Barbur, Margi, Waha, Shuwa Arab, Fulani/Fulfulde languages a plus.

Demonstrated Managerial/Leadership Competencies:

Languages: 

• Fluency in English and Hausa is required; knowledge of Kanuri is an added advantage.

Computer/Other Tech Requirements:

• Full professional competency in Microsoft Office Suite, especially Word, Excel, Outlook, and PowerPoint.  Add position-specific (e.g. Zendesk, Directus, meta business suite and transifex etc.).