Online Community Adviser

Job description

• Implement an excellent experience for people who use our online community.
• Lead on safeguarding within the team – ensuring all safeguarding concerns are responded to and recorded appropriately by the team and providing wellbeing support.
• Ensure that our disabled customers and their families have a good experience finding the information they need on employment, parenting, equipment, care and numerous other topics across the forum boards on the community.

Main responsibilities

• Work on the community responding to discussions, managing, moving and renaming discussions where appropriate
• Act as safeguarding point of contact for the service and work closely with safeguarding team.
• Deal with spam and reported posts, including safeguarding reports
• Promote content, including blogs, across our social media channels including responding to Facebook comments and other social media tasks
• Identify potential new community champions and advisers
• Closely work with the Community team on various projects and tasks where required
• Collate and complete the monthly community team diary in Outlook

Bloggers outreach and content creation

• Identify themes and ideas for guest blogs and content with the team
• Research potential bloggers using the community, internet and social media and build relationships with potential guest bloggers
• Create blogs in line with the community planning calendar, edit to ensure tone of voice and Scope’s style are followed
• Email other relevant organisations to share and promote the online community blogs
• Set up Guest Q and A's with external professionals in subjects of interest in line with the community themes and community plan

Email newsletter marketing

• Create Mailchimp emails within the corporate template to promote community conversations and themes
• Report on the open and click rates using MailChimp analytics
• Annotate the newsletter transmission date to Google Analytics
• Create specific email newsletter campaigns around particular issues as required
• Create emails to interact and activate members to re-visit the community

Story championing

• Train as a ‘Stories Champion’ with the Stories team
• Collate stories from our community users that can be used by the organisation as a way of promoting the online community: interview, transcribe, write the feature and share
• Work with colleagues in PR and stories to identify themes that will work with the community themes
• Create content for other Scope purposes e.g. critics and pair-writing

Other

• Work with volunteers appropriately within the department
• Encourage fellow team members to maximise potential through continuous learning
• Assist with tasks and activities with other departments e.g. press, PR and social media
• Attend and contribute to meetings and training days internally and externally
• Be an advocate for what we do by championing our vision and representing the department positively across Scope
• Be the designated safeguarding lead and report any safeguarding issues both internally and externally as required.

Important contacts

Internal

• Community team, including Community Champions and Advisers (staff and external)
• Helpline and all other online digital services
• Cross department including, Digital, Research and Marketing colleagues
• Volunteers
• Safeguarding team

External

• Peers within charitable sector, particularly information providers
• Local authority safeguarding teams
• Maintain links with other organisations in relation to safeguarding and wellbeing of customers and staff.

Person Specification

Knowledge and experience

• Worked within a community/forum environment
• Social media knowledge and understanding of Facebook and Twitter including the use of social media scheduling tools
• Writing and content creation skills
• Understanding of the importance and application of Plain English essential

Essential

• Experience of writing and editing content for a community audience
• Understanding the importance of multimedia content for different audiences

Desirable

• Lived experience of disability
• Demonstrable understanding of the social model of disability
• Experience of creating or commissioning multimedia content
• Understanding of safeguarding both children and adults

Skills and competencies

• Excellent written English, spelling and grammar
• Methodical, with excellent attention to detail
• Highly computer literate