Online Services Coordinator

2 weeks ago

Mississauga, Canada The Cross-Cultural Community Services Association Full time

The Cross-Cultural Community Services Association (TCCSA) is a not-for-profit organization that aims to facilitate the well-being of diversified communities through social services. The mission of TCCSA is to enhance the well-being and resilience of diverse communities by strengthening competencies and fostering participation through effective and professional human services.

TCCSA is seeking one full-time Online Services Coordinator to manage the Live Chat service through the agency’s website, help coordinate various online activities, promote these activities online, provide support to newcomer clients’ digital literacy and access to online services, and leverage the use of different social media and online platforms to greatly enhance our capacity to reach and serve newcomers and make our services more efficient and accessible.

**Essential Duties and Responsibilities**:

- To manage and maintain the Live Chat service through our agency’s website and provide support to settlement staff during Live Chat hours;
- To leverage the use of different social media and online platforms to deliver programs and services effectively and make our services more accessible;
- To coordinate and supervise various online programs and activities;
- To provide support to program staff in preparing online learning materials for participants;
- To work with program staff in creating a conducive online learning environment;
- To manage social media platforms including scheduling and community management - maintain and measure the success of digital services using Google Analytics and data from social media;
- To monitor and report on analytics to identify and support ideas, trends, and growth patterns.
- To design and create interactive and engaging content for social media posts;
- To design graphics for social media and other digital media use as needed;
- To publish materials directly to our social media accounts such as Instagram or Facebook to promote our programs and services;
- To monitor social media channels on a regular basis and engage with followers consistently;
- To develop TCCSA’s social media presence and design an effective social media marketing strategies, using all popular platforms (e.g., Facebook, Twitter, Instagram, Snapchat, WeChat) to increase awareness of and access to our online programs and services;
- To manage all online folders of operational documents;
- To develop all the necessary policies, procedures, and guidelines for using social media for the organization;
- To create and design the monthly E-newsletter using Mailchimp;
- To ensure online programs and services are culturally sensitive to service recipients, and support agency and unit goals;
- To provide timely responses to comments, questions and direct messages received on social media platforms using agency’s guidelines;
- To promote TCCSA through different social media and online platforms;
- To establish and maintain excellent online service quality for clients;
- To establish and maintain excellent working relationships and communication with internal and external groups to provide service to special newcomer groups;
- To work in all TCCSA service locations as assigned;
- To perform other duties as assigned by the supervisors.

**Qualifications**
- University degree or equivalent in Social Sciences or a related discipline;
- Minimum of 5 years’ experience in settlement and/or community service is required, with at least 2 years of relevant management experience;
- Previous marketing, communications, and social media experience is preferred;
- Knowledge of best practices for social media platforms such as Facebook, Twitter, Instagram, and LinkedIn;
- Excellent at creating compelling social media copy;
- Excellent writing skills and an ability to write for, and make content accessible to all levels of users;
- Demonstrated skills in leadership, conflict resolution, planning, organization, multitasking, and time management;
- Excellent knowledge and experience in working with diverse cultural and social backgrounds of communities;
- Excellent inter-personal skills; demonstrated teamwork experience and ability to establish and maintain excellent working relationships with stakeholders and community partners;
- Attention to detail and ability to track multiple projects and deadlines;
- Proficiency in written and spoken English, as well as a second language commonly used by predominant client groups is an asset;
- Proficiency with OCMS, MS Office, Google Services, Zoom, and other videoconferences, that facilitate work and communication, knowledge in graphic software such as Canva is an asset;
- Photography and videography experience are an asset;
- Image editing, design skills, audio/video editing and production skills are a strong asset;
- Ability to work effectively both independently and as part of a team in a diverse, multicultural environment;
- Must be able to work flexible hours, including some evenings, weekends and h

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