Online Communities Moderator

Position purpose
The Online Community Moderator monitors and moderates user-generated content to ensure that beyondblue’s online communities are maintained as a space that facilitates the safe sharing of personal stories of depression, anxiety and suicide, and how lives are affected by these conditions.
The role assists people and communities to find and engage with appropriate support and services by curating, organising and responding to online discussions across our online forums and social media channels, building the reputation of our online communities as a reliable enabler of change.
The role works on a cross-functional level across the organisation, both within the Suicide Prevention & Support Services team and the broader organisation to provide input and advice.

Accountabilities
• Monitor discussions on all channels for clinical and organisational risk.
• Reviews content submitted by forum users for publication, including posts, avatars and display names and escalating to clinical team where appropriate.
• Monitoring beyondblue’s social feeds (Facebook, Twitter, LinkedIn, YouTube & Instagram), and proactively identifying opportunities for posts and interactions.
• Correspond with forum users and resolve issues related to registration, membership, edits, removal and rejection of posts, and appropriate use of the forums.
• Responding to all social media queries and comments to timeline and within established beyondblue protocols (up to two hours in normal circumstances).
• Responding to general requests and queries received via beyondblue social media channels and liaising with internal stakeholders to resolve issues as required.
• Ensures forum discussions are housed in their appropriate categories, and have titles relevant to their content.
• Manages the moderation rules engine to remove obstacles to participation and encourage contributions, and provides input on changes to community rules policies.
• Manage and update moderator notes with relevant risk and user behaviour data.
• Identify opportunities to refer users to relevant beyondblue resources, write or facilitate responses in a timely fashion, and step in to resolve online disputes where necessary.
• Regularly feed back insights gained from moderation into the Suicide Prevention & Support Services team.

Selection criteria
Education/Qualifications
• Successful completion of tertiary studies in marketing, communications, psychology or related discipline or prior experience in a similar role.

Knowledge/Skills/Experience
• A minimum of two years’ experience in a social media/community management role with strong community focus.
• Strong experience in online, electronic and social media communications and experience using digital dashboards or social media monitoring software.
• Demonstrated experience in developing messaging and copy for social media and/or community channels.
• Highly effective planning, organisational and personal time management skills.
• Ability to meet and manage conflicting deadlines.
• Learning agility: autonomy and the ability to pick up new concepts, instructions and processes and implement.
• Community Management: strong understanding and skills in community strategy implementation, reporting, online reputation management and community engagement.
• Outstanding written and verbal skills: Must be able to communicate clearly, personably and empathetically with a diverse range of people with experience of mental health conditions. Must be able to communicate calmly in a crisis and effectively respond to criticism.
• Attention to detail: Must be highly attentive to detail and have an extremely low error rate.
• Works well with others: Must demonstrate excellence in being a team player.
• Calm under pressure: Must be resilient and capable of working under pressure.
• Flexible, can do attitude: Must be flexible, autonomous with an easy going with a “can do” attitude.

Team Structure and Relationships
Team Structure
• Team of 6 – Program leader, 2x project managers, an online community manager and a supplier relationship manager
• Report to Online Community Manager
Internal
• Community Engagement Manager (blueVoices)
• Communications Advisor (Community Engagement)
• System & Web Projects Manager
• Technical Project Manager
• Social Media Co-ordinator
External
• External moderation teams
• Community Champion groups/people with lived experience