Technology for Development RapidPro & InForm Community Engagement Consultant
Organizational Context
UNICEF operates in over 190 countries, dedicated to saving children's lives, defending their rights, and helping them reach their full potential. We are committed, passionate, and proud of our work, viewing the promotion of children's rights not just as a job but as a calling. UNICEF offers diverse opportunities for professional and personal growth.
Job Purpose
The purpose of this consultancy is to sustain an active, informed, and well-documented user community for UNICEF's RapidPro and InForm platforms. The Digital Centre of Excellence (DCOE) within the Digital Impact Division (DID) supports the scale-up of Real-Time Monitoring (RTM) platforms. RapidPro and InForm are key RTM tools used by UNICEF country offices for programme monitoring, community engagement, and large-scale data collection. RapidPro facilitates two-way messaging services via SMS and WhatsApp for feedback, behavior change, and emergency communication. InForm is a mobile data collection platform for surveys and assessments. The consultant will manage community engagement, maintain the knowledge base, provide second-level user support, and perform routine administration to ensure platform operability for users globally.
Responsibilities
The consultant will be responsible for managing and growing the RapidPro and InForm user community, fostering engagement and knowledge sharing among users. This includes developing and implementing strategies to increase community participation and support. A key responsibility is to maintain and expand product resources, ensuring that documentation, tutorials, and FAQs are up-to-date, comprehensive, and easily accessible to users. This involves creating new content and updating existing materials to reflect platform changes and user needs. The consultant will also support product management and evolution by gathering user feedback, identifying common issues, and contributing insights to inform platform development and improvements. Providing ongoing user support and platform monitoring is crucial, which includes addressing user queries, troubleshooting technical issues, and ensuring the smooth operation of the platforms. This involves acting as a second-level support resource for complex user problems and monitoring platform performance to proactively identify and resolve potential issues. Routine administration of the platforms will also be required to keep them operational for users worldwide.
Work Experience
Five years of professional experience in communication and writing for an external audience. Experience producing detailed technical product documentation. Experience working with and building open-source communities. Experience using and deploying T4D and other T4D tools.
Skills
Community management, Technical writing, User support, Platform administration, RapidPro, InForm, Digital public goods, Open-source communities, T4D tools, Data collection platforms, Knowledge base management, Communication