NEW Community Engagement, Protection and Service Mapping Officer (CEPSMO)-Internal Only Level not specified – Level not specified IRC – International Rescue Committee Damaturu | Maiduguri | Mubi | Abuja | Yola

The International Rescue Committee 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, IRC offers life-saving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in more than 40 countries and in 22 U.S. cities, IRC restores safety, dignity and hope to millions who are uprooted by conflict or disaster. IRC leads the way from harm to home.

CONTEXTUAL BACKGROUND

The IRC has been present in Nigeria since 2012 when the organization responded to flooding in Kogi state. In February 2014 the IRC moved into Adamawa State in NE Nigeria to provide humanitarian interventions through a multi-sectoral, integrated approach for conflict affected populations. IRC Nigeria now operates a country office in Abuja and field offices in Mubi and Yola of Adamawa State, Maiduguri and Monguno of Borno state and Damatru of Yobe State. Currently, IRC Nigeria implements programs primary health care, nutrition, environmental health, women’s protection and empowerment, protection, child protection, education, food security & livelihoods

Background on Signpost:

Signpost is a digitally enabled responsive information service that supports and empowers populations in crisis, including asylum seekers, migrants, and people who have experienced violence. Our program equips people with information to understand their options so that they can make informed decisions about how to stay safe, get urgent care for acute problems, exercise their rights, and access services. It was developed by the IRC and Mercy Corps in 2015 to address asylum seekers’ and migrants’ pressing need for reliable information upon arrival to Greece, and is now active in 21 countries on 5 continents.

It meets communities on the digital platforms they already use and aims to deliver information that is contextualized to their specific needs and speaks to their lived realities. This approach draws on evidence that people are more likely to trust and act on information that is responsive to their needs, speaks to their lived realities, and that comes from “peers” rather than authority figures.

Signpost very often incorporates face-to-face information services to reach people who have less access to the internet and social media. In Afghanistan we are anticipating face-to-face delivery modalities to be incorporated into the overall information strategy.

About SignPost Nigeria

The Nigerian instance of Signpost locally known as Gidan Bayani is an innovative, first-of-its-kind project within the Nigeria Country Program that harnesses social media and other digital tools to change the way the humanitarian community communicates with IDPs, Host community Members, returnees, and refugees.

Gidan Bayani meets IDPs, Host community Members, returnees, and refugees in Northeast Nigeria where they are online to listen to their questions and concerns and to provide the information, they need to make informed choices about their lives. We also provide the humanitarian community with a platform to reach IDPs, returnees, and host community members with accessible information in multiple languages.

It meets communities on the digital platforms they already use and aims to deliver information that is contextualized to their specific needs and speaks to their lived realities. This approach draws on evidence that people are more likely to trust and act on information that is responsive to their needs, speaks to their lived realities, and that comes from “peers” rather than authority figures.

Gidan Bayani very often incorporates face-to-face information services to reach people who have less access to the internet and social media. In Nigeria, we are anticipating face-to-face delivery modalities to be incorporated into the overall information strategy.

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

Minimum 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.).

Ability to Travel: % of time if applicable: 25% travel to the deep field.

Standards of Professional Conduct The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of 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, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Working Environment

IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

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