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NHQ Blood Services Social Media Group Moderator

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NHQ Blood Services Social Media Group Moderator

 As a donor concierge, you'll assist social media group members with frequently asked questions, help foster a welcoming community atmosphere, and represent the American Red Cross in your responses. You'll engage with both our most loyal donors and new donors seeking information, aiming to enhance donor frequency and retention through direct interaction. This role supports the National Headquarters (NHQ) Biomedical Services (BIO) team and is a fully virtual, volunteer-from-home opportunity.

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Locations

Remote: National Headquarters,Remote: Northeast Division,Virtual Volunteer

Key Responsibilities

  • Serve as a friendly Red Cross representative, assisting donors with appointment inquiries and providing accurate information, acting as a donor concierge.
  • Moderate community posts, approving or declining member-generated content to ensure it aligns with group rules.
  • Monitor and manage discussions, ensuring posts adhere to guidelines and promptly addressing hot topics with appropriate Red Cross responses.
  • Uphold community standards, which includes closing comments, deleting posts, or privately messaging members about rule violations.
  • Proactively manage divisive content, swiftly intervening to close or delete posts if necessary.
  • Engage with the community, responding to mentions and direct messages.
  • Participate in conversations, validating information, correcting misinformation, and sharing valuable insights.
  • Provide feedback and updates, submitting end-of-shift reports and alerting leadership to any immediate concerns.

Qualifications

Our NHQ roles require candidates to meet specific qualifications, and the selection process is competitive due to the high number of applicants. We encourage you to apply if your skills and experience align with the requirements. A complete application, which includes screening conducted by our NHQ Screening Team, is reviewed carefully, and we value a wide range of experiences that may contribute to success in the role.

Required:

  • Reliable access to resources needed to volunteer 100% virtually
  • Experience moderating social media groups or communities
  • Experience serving as a public-facing communicator
  • Knowledge and/or experience related to blood donations
  • Knowledge and/or experience related to platelet or plasma donations
  • Exceptional communication skills.
  • Familiarity and access to Facebook & Excel well as dependable internet access
  • Ability to clearly communicate written responses as a Red Cross representative, using both provided responses and custom replies.
  • Patience, empathy, good customer service skills and calm demeanor, particularly when dealing with group member conflicts and negative donation experiences
  • Must be ages 18+
  • Willingness to comply with current public health and Red Cross policies

Training

  • Language of Caring Training
  • Red Cross Facebook Moderation Training (part of onboarding)
  • Social Media Guidelines for Employees and Volunteers (part of onboarding)
  • Policy for Red Cross Branded Social Media Accounts (part of onboarding)

Development Opportunities

Unique communications and community management experience, ability to grow customer service skills

Length of Appointment

Minimum 6 month commitment; renewable

Time Commitment

Flexible schedule, but will need to set a schedule for 3+ shifts per month, with a minimum of 2 hours per shift. At least 6 hours per month. Most shifts are nights and weekends, but occasional weekday help will be needed.

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