UNICEF social media channels are lively platforms meant to be an engaging and learning environment for our audience to share ideas and to discuss UNICEF’s work and the rights of children worldwide. As a human rights organization, we support freedom of expression and encourage open discussion, but these should also be safe places for everyone - particularly children - to participate free from harmful messages. Social media moderation involves monitoring and replying to comments, questions, and content on social media sites, as well as escalating where appropriate. Moderation helps UNICEF protect its reputation, mitigate risk, develop relationships, bust myths, and engage new and prospective supporters. It also helps makes sure our social media channels are a safe space for everyone. Having a robust moderation strategy which includes answering direct questions not only helps provide our audience with information but also helps build trust and community. To support the implementation of the community management strategy/ moderation, UNICEF Lebanon is seeking a Moderation consultant under the direct supervision of the Communication Officer (Digital) to:Monitor UNICEF Lebanon social media accounts, and in consultation with the Digital Communication Officer respond to questions, comment, and concern in a timely manner, as well as flag potential risks where appropriate. Support with collecting qualitative insights and reporting.Support with referring hundreds of individual cases (beneficiaries/ affected people) to the right programmes and partners.
Work Assignment Expected Results:
Tasks/Milestones Deliverables/Outputs Timeline
Community Management for the month of July
in consultation with the Digital Officer respond to social media messages and comments
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Update the RapidPro flows
July 2023
Community Management for the month of August – in consultation with the Digital Officer respond to social media messages and comments
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Collect information on 300 cases received on social media and refer to the relevant programmes for follow-up with partners.
August 2023
Community Management for the month of September – in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly and a quarterly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
September 2023
Community Management for the month of October – in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Collect information on 300 cases received on social media and refer to the relevant programmes for follow-up with partners.
October 2023
Community Management for the month of November– in consultation with the Digital Officer respond to social media messages and comments
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide 2 monthly reports with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
November 2023
Community Management for the month of December– in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly and end of year report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Update the RapidPro flows
December 2023
Community Management for the month of January– in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Collect information on 300 cases received on social media and refer to the relevant programmes for follow-up with partners.
January 2024
Community Management for the month of February– in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide 2 monthly reports with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
February 2024
Community Management for the month of March– in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly and a quarterly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Update the RapidPro flows.
March 2024
Community Management for the month of April– in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages.
Provide a monthly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Collect information on 300 cases received on social media and refer to the relevant programmes for follow-up with partners.
April 2024
Community Management for the month of May– in consultation with the Digital Officer respond to social media messages and comments.
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Collect information on 300 cases received on social media and refer to the relevant programmes for follow-up with partners.
May 2024\
Community Management for the month of June:
in consultation with the Digital Officer respond to social media messages and comments
Monitor 7,500 messages and 5,000 comments on UNICEF Lebanon’s social media accounts.
Flag a minimum of 5 reputational risks identified from the received messages
Provide a monthly and a quarterly report with insights and feedback analysis on the comments, and messages received on UNICEF Lebanon’s social media channels.
Update the RapidPro flows.
June 2024
To qualify as an advocate for every child you will have…
A university degree in Communication/external relations or other related field.
A minimum of 3 years of relevant professional experience in customer service, communication, or media.
Fluency in English and Arabic is required. Knowledge of another official UN language is an asset.
Knowledge/Expertise/Skills required:
Understanding of the current context of Lebanon.
Familiarity with the work of UNICEF including the nuances of technical terms.
Team collaboration and partnership skills.
Ability to cope with pressure and deliver within strict deadlines
