NHQ:BIO - BHQ - Social Media Group Moderator

NHQ:BIO - BHQ - Social Media Group Moderator

This position supports the National Headquarters (NHQ) Biomedical Services (BIO) team. This is a 100% virtual (volunteer-from-home) opportunity. This position is designed to serve as a donor concierge to social media group members, assisting with frequently asked questions, helping maintain a welcoming community experience and serving as the voice of the American Red Cross in responses. This group includes a combination of the most loyal existing donors and new donors seeking information. By engaging with these unique donor groups directly, our goals are to increase donor frequency and retention.

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

Key Responsibilities

  • Represent the Red Cross by helping donors who have questions regarding appointments and providing correct information, acting as a donor concierge.
  • Approve or decline member-generated posts.
  • Ensure that posts fit within the group rules before posting and be ready to immediately post a Red Cross response if the post is on a hot topic.
  • Help enforce the group rules, which can include: closing comments on a post, deleting a post or private messaging group members about rule violations.
  • Carefully watch posts that are becoming divisive and step in quickly to close or delete posts if needed.
  • Respond to mentions and direct messages.
  • Join existing conversations by validating information, correcting misinformation, and sharing information.
  • Pass on feedback via end-of-shift report and alert leadership of any immediate concerns.



  • 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


  • 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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