Online Community Information Coordinator

Job description

Role purpose:

Expand our information and advice offering on a range of topics related to disability, including disability benefits, employment, and accessibility.

Manage information partnerships and teams of volunteer advisers to provide customers with accurate information through a forum-based online community.

Create a positive and supportive experience for our disabled customers and their families by helping to facilitate meaningful connections.

Main responsibilities and accountabilities:

• Build and manage information partnerships from scratch to enhance the overall information and advice offering of our service
• Use relevant tools and networks to retain a fresh pipeline of information partnership opportunities
• Recruit and co-ordinate a team of volunteers in service of our information and advice offering.
• Work on the community by responding to discussions and providing advice and support to our members.
• Perform moderation tasks, such as moving, closing, and tagging discussions as well as responding to spam and reported posts
• Closely work with the community team on community strategy, process development and ongoing projects or tasks where required.
• Work to safeguard our most vulnerable customers.

Content creation:

• Research potential contributors using the community, internet and social media and build relationships with said contributors.
• Create and source new high-quality content, including conversation starters, blogs, guest Q&As, and discussions, in line with Scope’s style and tone of voice.
• Build content sharing relationships with other relevant organisations to promote online community content.
• Create Mailchimp emails within the corporate template to promote community conversations and themes, interact with and encourage members to re-visit the community, and campaign around particular issues as required.

Internal Contacts

Community team, including volunteers and advisers (staff and external)

Helpline, Content Design, and all other services

Cross department including, Digital, Research and Marketing colleagues

External Contacts

Peers within charitable sector, particularly information providers

Co-production groups

Person specification

Knowledge and experience

Essential

• Demonstrable experience of creating and managing partnerships or developing successful corporate relationships within the Third Sector
• Exceptional standards of supporter care and strong attention to detail
• Experience working within an information and advice environment
• Experience within a community/forum/moderation environment
• The ability to engage and build positive professional relationships
• The ability to spot and seize new opportunities for collaboration
• The ability to solve problems and identify improvements
• Understanding of the importance and application of Plain English
• Understanding of the importance of consistent and accurate advice
• Writing and content creation skills
• Experience of managing multiple and conflicting priorities

Desirable

• Lived experience of disability
• Knowledge of key disability benefits such as Personal Independence Payment or Employment and Support Allowance
• Experience of regularly working with or managing volunteers
• Knowledge of creating or commissioning accessible multimedia content
• Understanding the importance of multimedia content for different audiences
• Demonstrable understanding of the social model of disability

Skills and competencies

• Excellent written English, spelling, and grammar

• Methodical and consistent, with excellent attention to detail

• Highly computer literate

• Works proactively and with initiative