Online Community & Social Media Monitor, SOPA

Company Name ISANS

Job Location Halifax

Short contract to November, 2019

ISANS is seeking a full-time Online Community & Social Media Monitor, SOPA to develop and implement the SOPA's Online Community Moderation Strategy, monitoring and moderating user-generated content to ensure that the online community is maintained as a safe and fun environment, and to contribute to the overall marketing of the SOPA Program. This role coordinates with the SOPA team and ISANS communication team to support its mission, ensuring a safe and legal community environment, promoting excellent customer service and helping to cultivate a strong community around the brand.

SOPA (Settlement Online Pre-Arrival) was created to improve linkages between pre-arrival and post arrival services using ISANS suite of professional online tools. Immigrants have access to the various online tools before their departure to Canada to facilitate and accelerate economic integration. SOPA is being adopted by other settlement agencies across Canada and ISANS will be providing them with a model, tools, expertise and ongoing support to implement SOPA with immigrants destined for their provinces.

Reporting to the Project Lead, SOPA and the Manager, Online Strategy & Learning, this position will be responsible for:

• Developing and implementing the online community moderation strategy, coordinating with stakeholders across ISANS/SOPA, to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools 
• Reviewing and moderating all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the project lead when required 
• Creating and managing the banned user process, and tracking and removing previously banned users 
• Creating and maintaining the Moderation Guidelines and ensuring they are up to date 
• Producing reports on relevant moderation statistics, issues and outcomes 
• Regularly providing feedback on insights gained from community moderation into the SOPA team 
• Responding to user comments on social media channels 
• Continually monitoring activity 
• Providing customer service follow-up, tracking and monitoring, including maintaining a log 
• Posting images, video and text as necessary 
• Completing maintenance tasks as instructed including, but not limited to updating cover photos, editing existing content, managing spam or offensive comments 
• Carrying out day-to-day administrative tasks to ensure the continued running of SOPA's online forums and Social Media activities 
• Facilitating, moderating and promoting SOPA on Facebook page and online forums at www.settlementonline.ca 
• Promoting the forums and other website features through social media sites 
• Promoting the SOPA program on other social media, web video platforms; aiding in the development of content for above promotion 
• Developing / posting content to the SOPA blog on a regular basis 
• Performing various other marketing duties as required 
• Availability to work days, evening, nights, as well as weekends as and when required.

The ideal candidate for this position will have the following: 
Education: 
• Bachelors Degree or equivalent combination of education and experience will be accepted 
Experience: 
• Experience in a similar position providing excellent customer service to clients 
• Experience working in a cross-cultural environment 
• Experience using popular Social Media platforms essential 
• Experience delivering service face to face and/or online 
• Experience in group facilitation 
• Experience with computer programs and databases; data input, queries, generating/developing reports, spreadsheets, presentation documents, reporting statistics 
Knowledge: 
• Knowledge of online legal issues a big asset 
• Working operational knowledge and understanding of online community platform moderation tools 
• Good technical computer/online understanding and can learn new tools quickly 
• Good knowledge of principles of customer service 
• Knowledge of the antivirus and computer security industry an asset 
Skills: 
• Strong written and verbal English communication skills including creative writing skills 
• Ability to work independently and as part of a team 
• Strong time management and organizational skills 
• Proficient with MS Office applications 
• Additional languages an asset

Terms of Employment 
• Short contract to November, 2019 
• Full-time, 35 hours per week

Commencement Date: ASAP

Closing Date: February 5th ,2019 -4.00pm

To apply: E-mail your resume and cover letter merged into one document to careers@isans.ca, stating in subject line the position you are applying for. 
We wish to thank all applicants for their interest and effort in applying for this position.However, only candidates selected for interviews will be contacted.

Kilah RolleISANS