Digital Community Liaison Officer (Signpost)

The Digital Community Liaison Officer (Signpost) facilitates two-way digital communication with crisis-affected communities through the Signpost platform. The role provides accurate information, responds to community inquiries, collects and analyzes feedback, identifies emerging concerns and information needs, and supports safe referrals to relevant services. The position contributes to accountability to affected populations by ensuring community perspectives inform humanitarian programming while adhering to safeguarding, protection, confidentiality, and data protection standards.

Responsibilities

• Engage with community members through Signpost digital channels, including social media platforms, messaging applications, and other approved communication channels.
• Respond to community questions in a timely, respectful, and protection-sensitive manner.
• Provide accurate and verified information on available services, rights, entitlements, and assistance programs.
• Support dissemination of approved Signpost content and awareness messages.
• Promote community participation and encourage two-way dialogue through digital engagement activities.
• Monitor and moderate digital engagement channels in accordance with Signpost moderation guidelines, safeguarding standards, and community management protocols.
• Provide information and signposting to relevant services using updated service mapping and referral pathways.
• Ensure referrals are conducted safely, ethically, and in accordance with data protection and safeguarding standards.
• Coordinate with sector focal points to verify information before dissemination.
• Escalate complex protection concerns and urgent cases according to established SOPs.
• Collect, document, categorize, and analyze community questions, concerns, rumors, and feedback.
• Identify trends, recurring issues, misinformation, and emerging protection risks.
• Produce regular summaries and reports on community feedback and information needs.
• Support evidence generation for program adaptation and decision-making.
• Identify, document, and escalate misinformation, rumors, and harmful narratives affecting crisis-affected populations.
• Provide recommendations to the editorial team regarding priority information needs and content gaps.
• Support testing and validation of content with community members.
• Contribute to ensuring content is clear, accessible, culturally appropriate, and gender-sensitive.
• Coordinate with IRC sector teams and partners to maintain accurate information regarding available services.
• Participate in relevant internal meetings and coordination forums.
• Support service mapping updates and referral pathway reviews.
• Maintain positive working relationships with community representatives and service providers.
• Maintain accurate records of interactions, referrals, and community feedback.
• Ensure compliance with IRC data protection and information management standards.
• Prepare weekly and monthly reports on engagement activities, community concerns, and key trends.
• Support monitoring of Signpost performance indicators and project targets.
• Adhere to IRC safeguarding, child safeguarding, PSEA, and protection principles.
• Ensure confidentiality and informed consent in all communications.
• Identify and report safeguarding concerns through appropriate channels.

Requirements

• Bachelor’s degree in Social Sciences, Communications, Journalism, Information Management, International Development, Protection, or a related field
• Minimum 2 years of experience in humanitarian programming, community engagement, accountability, communications, protection, or related fields.
• Experience working with digital engagement platforms, social media moderation, community feedback mechanisms, or accountability to affected populations (AAP) initiatives is highly desirable
• Experience working with crisis-affected populations preferred.
• Experience in information provision, referrals, or feedback mechanisms is desirable.
• Strong written and verbal communication skills in Arabic.
• Good English language skills.
• Strong interpersonal and community engagement skills.
• Ability to analyze community feedback and identify trends.
• Knowledge of protection principles, safeguarding, and confidentiality.
• Strong organizational and reporting skills.
• Proficiency in Microsoft Office applications and digital communication platforms.
• Ability to understand and apply fundamental protection principles (e.g., Do No Harm, confidentiality, inclusivity) in daily activities, especially when identifying and referring vulnerable cases.
• Competence in applying basic data collection methods and tools, and optimally contributing to reporting based on captured information.
• Foundational understanding of the local context, including common protection risks and vulnerabilities, as well as the ability to identify and flag emerging issues.
• Shown ability to establish trust and build relationships with community members and other collaborators in a respectful and culturally sensitive manner.
• Adherence to ethical guidelines and human rights principles, including gender equality, in all interactions and tasks.
• Adherence to the values and principles outlined in IRC Way - Standards for Professional Conduct including Integrity, Service, and Accountability.

Skills

• Humanitarian Programming
• Community Engagement
• Accountability to Affected Populations
• Digital Engagement
• Social Media Moderation
• Community Feedback Mechanisms
• Information Provision
• Referral Systems Knowledge
• Protection Principles Application
• Safeguarding
• Patient Confidentiality
• Data Collection
• Data Analysis
• Reporting Skills
• Microsoft Office Suite
• Communications Platforms
• Crisis-Affected Populations
• Ethical Guidelines
• Human Rights Principles
• Gender Equality

Languages

Arabic, English