Job Overview:

IRC is seeking a Moderator to be based in Kakuma Field Office under the direct supervision of the AI Project lead. The Moderator will be responsible for communicating directly with Julisha.Info users daily, ensuring that they receive timely and accurate information. The moderator will work closely with an AI chatbot designed to assist with responding to inquiries, and their role will include reviewing, screening, and approving chatbot-generated responses.

Major Responsibilities:

• Engage users in conversations online based on the moderation guidelines.
• Reply to messages and comments received on Julisha.Info social media channels with the help of the Signpost and Julisha.info team and moderation guidelines.
• Review and screen responses generated by the AI chatbot to ensure accuracy, relevance, and appropriateness.
• Modify or reject chatbot responses as needed to better address the inquiries or concerns of our users.
• Collaborate with Senior Editorial Officers, Service Mapping Officers, Protection Manager, AI Project lead, and protection teams to develop thorough, vetted, well-researched answers and information.
• Where necessary, link or support the users with information on where/ how they can access services in relation to the service mapping information available
• Provide feedback (and translation where applicable) on representative and noteworthy comments, writing analysis of the month’s communications (including responses to posts, trends in conversation and information gaps).
• Share insights, feedback, cultural awareness, contextual knowledge, and learning with the wider team on an ongoing basis.
• Analyse information gaps amongst the affected populations to feed into future content being created.
• Keep updated with all the new information put out on an ongoing basis and attend regular trainings as required.
• Track and analyze information requests on Julisha.Info social media channels to identify trends, issues, and propose solutions and ideas to improve the effectiveness of the program’s communication strategies and activities.
• Follow protocol to escalate any communication from at risk cases to Protection team
• Provide feedback to the AI development team to improve the chatbot’s performance and understanding.

Key Working Relationships:

• Position reports to:  AI Project Lead
• Other Internal and/or external contacts: IRC Protection officers and Julisha.Info teams (Moderators, Service Mapping Officers and Senior Editorial Officers) in Nairobi, Kakuma and Hagadera.
• Contract Duration: This position is for 6 months.

Minimum Qualifications:

• Diploma or advanced relevant technical (such as media, journalism, communication) qualifications.
• Typing speed of at least 30 words per minute with basic knowledge of digital design.
• Knowledge of social media platforms such as Facebook.
• Experience working with Content Management Systems (CMS) such as Zendesk.
• Ability to act with discretion, integrity, and diplomacy.
• An understanding of the power and importance of accurate information plus the ability to exercise strong judgement in ensuring all answers are accurate.
• High emotional intelligence.
• Advanced oral and written Kiswahili, and English language skills. Knowledge of Arabic, Somali or French languages is an added advantage.

Preferred experience

• Experience working with refugees, asylum seekers, displaced persons, refugee hosting communities.
• At least one year of experience working with social medial platforms such as Facebook
• Excellent verbal and written communication skills, great attention to details and, an overall ability to be clear and concise in all communications.
• Strong organizational and time-management skills; proven ability to prioritize and deliver on time
• Strong analytic problem-solving skills with ability to work both independently and in a dynamic, cross-functional team.
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint etc.)
• Familiarity with AI tools and chatbots is a plus.
• Demonstrated ability to work effectively with stakeholders at all levels.