Job Overview

IRC is seeking a Service Mapping Officer, based in Kakuma under the direct supervision of the Senior Editorial Officer and will support the Signpost team in Kakuma refugee camp. The Service Mapping Officer will ensure the service mapping on assistance and services provided by local, national, International National Organizations (INGOs) and United Nations agencies is collected, updated, and uploaded on Julisha.info and shared with the teams in Nairobi, Kakuma and Hagadera to disseminate regular up-to-date and accurate information. This will include the design and implementation of referral and service mapping guidance and contribution to report writing, and capacity-building activities as requested.

The Service Mapping Officer plays a critical role in enhancing the accuracy and effectiveness of our AI chatbot by identifying, cataloging, and maintaining up-to-date information on services and resources available to refugees. You will work closely with the editorial team, moderators, and AI team to ensure that the chatbot provides reliable and comprehensive information to those seeking assistance. Your work will directly contribute to improving the lives of refugees by ensuring they receive accurate, timely, and relevant information.

Major Responsibilities

• Identify service providers through field visits, information from field teams, meetings, working groups, desk research, social media, and surveys
• Create services destined for a map with pins and list of services
• Collaborate with the Signpost Product Manager, Senior Editorial Officer and the Signpost Service Mapping working group to improve features and identify bugs/issues with the service mapping Content Management System.
• Provide support to the moderators and community incentives on quality referrals and ensure regular follow up on referrals in collaboration with protection staff.
• Assist in creating user-friendly guides and materials that summarize available services for refugees, which can be used both by the chatbot and shared directly with our audience.
• Regularly update information in online and offline service maps, referral directory and share with moderators, senior editorial officers, other IRC and Humanitarian Aid workers/organizations.
• Update referral pathways regularly, connect with local, national, International National Organizations (INGOs) and United Nations agencies on referral pathways
• Conduct regular reviews of the chatbot’s performance in providing service information, identifying areas for improvement and gaps in the data.
• Provide feedback to the AI and content teams to enhance the chatbot’s ability to recommend relevant services based on user needs.
• Supervise referrals, develop, and implement action plans to address emerging referral gaps to improve capacity of staff to conduct safe referrals to relevant service providers.
• Contribute to the design and implementation of information campaigns based on needs
• Equip Julisha.Info moderators with updated information on available humanitarian assistance, services, referrals, and emerging information
• Contribute to report writing, proposal and content development in line with Julisha.Info objectives.
• Where feasible contribute to content creation for Julisha.info platform

Key Working Relationships

Position reports to: Senior Editorial Officer, Kakuma

­Position directly supervises:  N/A

Indirect Reporting: Protection Manager

Other Internal and/or external contacts: Regular coordination with IRC protection team, Julisha.Info teams in Nairobi, Kakuma and Hagadera, other IRC sectors (Health, Nutrition, Women’s Economic and Empowerment, Economic Recovery and Development) and with other humanitarian actors and partners.

Requirements

Minimum Qualifications:

• Approximately two years of relevant experience, including two years implementing humanitarian protection programs.
• At least one-year meaningful experience in web content management; writing or publishing.
• Experience in User-Centered Design a plus.

Demonstrated Skills and Competencies

• Report writing
• Web content management
• Stakeholder engagement, facilitation and training skills
• Working with forced migrants (refugees, asylum seekers) and refugee hosting communities is an added advantage
• Experience in protection work especially referral pathways and partner networking.

Education 

• Diploma/Bachelor’s degree in a relevant field (e.g., Communications, Journalism, Media, Public Relations, Social work, Sociology, Psychology)

Language Skills

• Advanced English language skills, oral and written. Knowledge of Swahili, Somali or French is an added advantage.

Preferred experience & skills

• Humanitarian coordination for managing service maps and referrals.
• Excellent verbal and written communication skills with clarity and conciseness in all communications
• Strong organizational and stakeholder management skills; ability to prioritize and deliver on time
• Strong knowledge of social media management, including content optimization, audience engagement, and trend analysis.
• Strong analytic problem-solving skills
• Ability to work both independently and in a dynamic, cross-functional team
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint etc.)
• Familiarity with AI technology and chatbot systems is an advantage.
• Demonstrated ability to work effectively with partners and in a team at all levels
• This role requires a proactive approach to researching and staying updated on available services.