Build and maintain a strong and safe online, peer-to-peer support community ... Work with the Website, Helpline and othe
Position Description: Online Community Manager Location: Department: Status: Reports to: Direct Reports:
Sydney (Melbourne based candidates may also be considered) Communications and Online Full-Time Director of Communications & Online Community Engagement Specialist, Moderators
Works closely with: Online Forum and UX Program Manager, Helpline Manager, Director of Communications + Online
Position Purpose: SANE Australia is an independent national organisation helping all Australians affected by mental illness lead a better life. It does this through a range of campaigns, research, education, training and support programs. SANE Australia is developing an online community service for carers, and for people living with mental illness. We need a person to manage this service. The service will allow adults to safely and anonymously share stories, ask questions, and help and support one another. SANE Online Communities will be available later in 2014. SANE Online Communities will provide carers and people living with mental illness two distinct forums where people can share and discuss items relating to mental health, and anything else that may be of interest to them. The service will assist community members in: • • • • • • •
Finding and sharing information Feeling supported Creating/maintaining relationships with others Navigating the experience of health services Relating their story Visualising and/or modelling mental illness Supporting healthy behaviour
The Online Community Manager will: • Build and maintain a strong and safe online, peer-to-peer support community • Oversee and conduct online moderation of the forum service • Drive and support SANE Australia and partner organisations forum service integration • Ensure the integration of forum service strategies into other SANE Australia programs, as relevant This role involves working flexible hours, including some evenings and some weekends. There will also be some travel required, particularly in the first three months of engagement.
Responsibilities: 1
Online community management • •
• • • • •
Oversee the moderation and contributions to conversations on SANE Australia forums in order to build an engaged and safe community Act as the key liaison point for moderators that provide in and out-of-hours support, ensuring compliance with SANE Australia’s duty of care and service management policies and procedures Continue to identify the changing needs of the community and develop and implement and continuously improve a strategy and work plan for structured forum activities Lead the implementation and review process for SANE Australia’s Duty of Care framework. Lead the implementation of SANE Australia’s Community Growth and Engagement Strategy Manage the Duty of Care risk register and provide risk reports Other as may be required
Community Engagement • • •
Support and grow the ‘super user’ group Produce regular updates and forum round-ups for distribution to ensure the online community remains engaged and informed Working with the technical team, modify and manage forum moderator access and select user features relating to user engagement (eg., inclusive of approach to usage of gamification elements)
Data Collection and Reporting • • •
Manage the quality of engagement of the service, and continuous improvement activities geared towards ever more effective public health outcomes Report on all significant service statistics including community growth and usage Monitor and track service performance from the end-user
Service Development and Continuous Improvement • • •
Work with the Website, Helpline and other teams of SANE Australia to achieve an integrated service approach to user engagement, support and management Commission and manage research for continuous service improvement Work with the technical team to maintain and enhance the technical infrastructure for the forums
Communications and Training • • • • •
Promote the service through online and offline activities Manage incoming and outgoing communications concerning the forum service Liaise with other moderators in responding to any crisis or other eventuality needing attention Liaise with and maintain relationships with other partner service providers Liaise with and maintain relationships with police forces in each major jurisdiction
People & Culture • • • •
Uphold and work within the SANE Values & Behaviours Ensure Forum staff are aware of and adhere to policies and procedures Direct, supervise and motivate Forum Staff Plan and facilitate regular team meetings, development, training and debriefing
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Qualifications •
Degree or equivalent in mental health or a related field
Selection Criteria - Essential • • • • • • •
Experience managing an online community and social networking spaces Excellent online and offline communication skills Active engagement in social media space, e.g. blogger, Facebook, Twitter, Google Demonstrated experience in project management Demonstrated interest and ability to work collaboratively and patiently with adults, including adults living with mental illness A service design and management approach Commitment to SANE Australia’s values
Selection Criteria - Desirable • • •
Experience managing and/or supporting vulnerable online communities and/or vulnerable groups or individuals Experience supporting volunteers Mobile technology experience
Date: February 2014
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