Signpost Assistant

Job Overview/Summary: IRC is seeking a Signpost Assistant under the direct supervision of Signpost Lead. 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.

• 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.

Knowledge and Experience:

• Bachelor's degree in social sciences, development studies, public administration, social work, communications, or related field.

• At least 6-months experience in content writing,

• Ability to work on a Content Management System (CMS) would be a strength,
• Experience moderating social media platforms (preferred).

Proven Skills and Competencies:

• 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.

• Written and verbal communication skills in any local language including Pashto, Punjabi, Saraiki and Sindhi is preferable.

• 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.