Signpost Program Manager

Job Background:

Asylum seekers have arrived in New York City (NYC) in increasing numbers over the past year. In response to the complex landscape of systems, services, rights, and responsibilities faced by this population, the IRC has partnered with Documented, a leading nonprofit newsroom dedicated to reporting with and for immigrant communities in New York, to launch Documented InfoDigna. Documented InfoDigna will be an expansion of IRC Mexico’s InfoDigna Signpost platform that leverages Documented’s existing library of local resources. Signpost is a global interagency project that creates digital help centers to empower people impacted by conflict, disasters, poverty, and violence. Driven by community needs, Signpost allows clients to access essential services and make informed decisions on the issues that matter most to them, with content available in multiple languages. Documented InfoDigna will provide information to asylum seekers on available public benefits, the immigration process, and available services in NYC that are responsive to their needs. It will consist of interactive information content, service mapping, two-way communication via digital staff, and broad dissemination of the platform via governmental and civil society partners. Based on IRC’s experience launching Signpost instances, it is expected that Documented InfoDigna will reach over 100,000 users in its first year.

Job Overview:

Reporting to the Cross Border & Asylum TA, the Program Manager, Signpost oversees editorial procedures and standards across digital platforms for Documented InfoDigna, which is a partnership model collectively implemented. The Program Manager is responsible for leading the coordination with Documented’s team and joint implementation of a user-focused content strategy informed by protection principles and digital content and social media best practices. The Program Manager leads a team that includes a Content Manager or Coordinator and Service Mapping Officer (currently not funded). Additionally, the Program Manager oversees 1 Digital Community Liaison (and potentially an additional position, pending additional funding) who provides two-way communication with InfoDigna users. The Program Manager collaborates with regional, local, and headquarters-based protection staff to ensure alignment with needs across the IRC network, accuracy of content, and adherence to the program standards.

Major Responsibilities:

Documented InfoDigna Program Management

• Establish clear editorial guidelines and standards and ensure staff are trained in and able to use them.
• Create, revise, and maintain editorial and social media standard operating procedures (SOPs) to ensure the project continuously shares accurate, timely, and relevant information across its channels.
• Vet and edit all sensitive content for adherence to editorial standard, with the support of Technical Units as needed.
• Develop and manage relationships with third-party content providers. Ensure third-party content receives appropriate technical review.
• Provide input on, and draft language for, proposals and reports related to Documented InfoDigna.
• Represent Documented InfoDigna at conferences and in interagency meetings.
• Maintain knowledge of, and ensure staff are trained on, editorial team tools including content management systems (Contentful and custom CMS, Google tools), social media tools (Facebook, Facebook Ad Manager, Page Manager and Instagram) and project management tools (Trello, Transifex and Slack).
• Maintain understanding of asylum and immigration policy, including as it relates to the reception of asylum seekers locally in NYC.

People Management 

• Manage the Signpost, Documented InfoDigna team.
• Lead the collaboration with Documented NY to ensure fair and transparent collaboration and effective workflow amongst the collective team.
• Continuously assess staffing needs and propose changes or develop new editorial roles as needed.
• Maintain and develop knowledge of current digital and social media content best practices and share knowledge with editorial team.
• Report on the content and user interaction trends and data analysis for ongoing business development strategies, policy recommendations and advocacy efforts.
• Establish editorial guidelines and standards in coordination with Documented’s team and train new staff members based on shared standards.
• Provide a measurable development plan including on-the-job learning with the aim of strengthening technical capacity, exchanging knowledge within the team, and providing guidance on career paths.
• Promote and monitor staff well-being and self-care; approve and manage all time, attendance, and leave requests to ensure adequate program coverage.

Internal Collaboration and Coordination

• Maintain ongoing communication with Signpost Product Manager as well as with Cross Border & Asylum technical advisors and other technical units on site strategy, features, and issues units, and to ensure accuracy of content, particularly as it relates to the immigration system.
• Coordinate and collaborate with InfoDigna Mexico team on content, information trends and needs; ensure consistent branding, coordinated partner outreach, and a cohesive cross-border approach.
• Ensure appropriate coordination with the IRC NY office to share resources related to content and service mapping; ensure coordinated partner outreach and a cohesive approach.

Key Working Relationships: 

Position Reports to: Signpost RAI US TA/Cross Border & Asylum Technical Advisor 
Position directly supervises: Digital Community Liaisons, Content Manager, Service Mapping Officer (pending additional funding)

Position directly collaborates with: Documented’s Communities Editor and Digital Community Liaisons

Other Internal and/or external contacts: National Partnership for New Americans, Office of NYC Department of Small Business Services, NYC government agencies,

Internal:  Range of technical and operational units, including the Asylum & Legal Protection Unit; Global Signpost team; IRC NY Senior Manager for Asylum Programs; IRC Mexico InfoDigna team 

External: wide range of editorial and referral partners in NYC and beyond

Job Requirements: 

• Bachelor’s degree in social justice, communications, journalism, migration studies, community advocacy, or other related field, or equivalent combination of background and experience. Master’s degree preferred.
• 3-5 years of professional experience, preferably working with immigrant communities; experience working in the immigrant rights field in New York City and/or at the US-Mexico border preferred.
• Minimum of 3 years of program management and supervisory experience.
• Experience developing web or social media content.
• Previous experience managing social media marketing campaigns in a media outlet, public relations firm, advertising agency or related.
• Previous experience with CMS systems.
• Awareness of and dedication to the rights and realities of immigrant communities in the U.S., including through lived experience. Understanding of the resources and services available to immigrants, particularly asylum seekers.
• Self-starter — must be productive with minimal direction and flexible to sudden changes in requirements.
• Excellent visual design skills for clear and accurate presentation of content.
• Demonstrated commitment to diversity, equity and inclusion.
• Excellent interpersonal, oral and written communication skills; demonstrated ability to successfully work in a fast-paced environment within and across departments/functions/geographic locations, and develop positive relationships with locally and remote based staff
• Fluency in written and spoken English.
• Bilingual ability is preferred in Spanish, French, Portuguese, Mandarin, Russian, Arabic, Turkish, Dari, Georgian, or other New York City refugee/immigrant languages.

Working Environment: 

• Standard, professional office environment, including the current hybrid mode of remote work within New York City and required in-office days and some ‘field’ time within the service delivery area to perform the above-outlined responsibilities. Office working environment is subject to change based on organization/business needs.

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget.  Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.

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