Community Engagement Manager
As the leader of the Community Engagement Division within the Department of Communications & Governmental Affairs, this position will engage in crowdsourcing to identify and maximize the most effective means of communicating information to the public, employees and other intended groups. This team member will actively curate, illustrate, design, analyze, edit, advance change, communicate, lead and adapt in this position to craft community engagement efforts for The City of Fargo across various platforms and citizen engagement applications. The position will oversee and optimize website operations and graphic design efforts. Utilizing best practices, the Community Engagement Manager will draft (and periodically revise) policies and advocate their implementation across the organization.
Scope of Responsibility:
The Community Engagement Manager is tasked with producing unique and appealing content in a variety of forms, including static graphics, motion animations, viral social content and printed materials. The position is responsible for creating and integrating social media campaigns into broader marketing initiatives and communication programs across the City. This will include social listening, programming and management. A high degree of creativity and out-of-the-box thinking is required for this position, which is intended to tell the story of the City’s brand to its residents and visitors. The person in this position is responsible for the quality and accuracy of their own work, with tasks being performed independently under general supervision. The Community Engagement Manager is expected to engage in creative thinking, writing, designing and employee supervision, while exercising initiative and sound judgement.
To assure consideration, position requires completion of application and submission of cover letter, resume and an online portfolio with examples of applicable digital, vidoe or print projects.
This position is open until filled but screening will begin on October 16, 2020. PRIMARY RESPONSIBLITIES: Essential Duties & Responsibilities:
- SOCIAL MEDIA CURATING - Responsible for leading and managing City profiles across social platforms, including content creation, analytic review and brand adherence across all departments.
- Develop dynamic social media strategies to achieve the City’s goals by strengthening positive sentiment, brand affinity, engagement, interactions, traffic, conversion and reach, along with organically growing a following base for all City of Fargo social media channels.
- Possess a deep working knowledge of Facebook, Twitter, LinkedIn, Instagram and YouTube. This will include monitoring and implementing new social media tool features and enhancements to positively impact performance.
- Work across departments and the public to encourage effective familiarity with, and utilization of, the City’s various citizen engagement applications including, but not limited to, FargoOne, My SideWalk, Everbridge and NextDoor.
- Create daily posts for the City of Fargo brand, including assisting departmental public information officers (PIOs) in disseminating engaging content.
- Provide superior social customer service and expedited first response times.
- Function as an exceptional communicator with the ability to effectively translate technical information and disseminate it to the public.
- Gather and interpret technical information from internal team members to then write, edit and distribute communication materials to promote City events and information in a timely, accurate and constructive manner.
- Ensure content is factual and engaging to create highly impactful, cross-departmental collateral which relates to the key initiatives of the City and its policymakers.
- Monitor the latest trends in social media and social media marketing, including advertising formats, channels and technologies in order to improve campaign performance and provide recommendations on how the City of Fargo can best leverage new tools and services.
- ILLUSTRATING – Function as an exceptional communicator with the ability to effectively translate technical information and disseminate it to employees of the City and members of the public.
- Possess and execute a knowledge of the principles, methods and practices to create innovative, impactful and brand-elevating content.
- Utilize images, text and color to transform statistical data into visual graphics and diagrams, which can make complex ideas more understandable and accessible.
- Create visual concepts using computer software or by hand, to communicate ideas that inspire, inform and engage members of the public.
- Conceptualize and create motion and static graphics for the City’s various video walls and presentation screens across departments.
- DESIGNING – Serve as a designer and passionate brand ambassador for The City of Fargo by developing custom marketing materials on behalf of the City and its various departments.
- Formulate and design a wide variety of materials on behalf of the City including print materials, signage, webpage design/graphics and multimedia presentations.
- Manage print production, carrying the graphics and marketing from concept, edit, approval, project bid, completion and implementation.
- Design aesthetically-pleasing infographics for websites and software applications.
- Oversee contracted/outsourced graphic design projects with vendors when needed.
- Shoot/select photographs or create/select graphical elements to achieve intended tone, while ensuring conformance with City brand standards.
- Use a variety of design elements to achieve artistic or decorative effects.
- CROWDSOURCING – Engage in social listening to identify, monitor and assess comments or questions being generated about the City by members of the public or the media.
- Monitor and respond to customer posts in social media platforms, with an emphasis on brand protection and superior customer service.
- Continually consume social media coverage about the City and its various departments, culminating in reporting and, if necessary, providing official responses.
- Incorporate feedback received into the City’s social strategy and execution plans.
- Recommend implementation of technologies that may aid in the collection and distribution of information within the community.
- Research new and innovative strategies or methods of communicating information by surveying peer government agencies.
- ANALYZING - Using various methods and measurement tools, gather and provide datasets to the Director of Communications & Governmental Affairs as part of the ongoing evaluation of the effectiveness of current communication and social media strategies.
- Compile program and campaign level results across several social media platforms and create weekly and monthly reports, including analysis for insights, optimizations and future strategy development.
- Extract insights from compiled data/results and adjust strategy and execution plans across multiple social media platforms based on data-driven analytics.
- Measure the effectiveness of specific programs as well as the general impressions of the City and departmental brands on a routine basis.
- WEBSITE EDITING – Serve as a point of contact for operational website issues.
- Independently publish routine updates of the website.
- Receive and assess applicability of departmental requests for minor website structure modifications.
- Educate designated City employees on the proper use of the website’s content management system (CMS) to design and post relevant information to pages.
- Routinely evaluate the website’s various departmental main pages and sub-pages to ensure web navigation, presentation and contents are integrated with the City’s overall communication initiatives. This involves ensuring that web service standards are being utilized, including global graphical and operational consistencies.
- Consult and coach departmental website editors to rectify operational or consistency issues as they arise.
- ADVANCING CHANGE – Strike a critical balance between change making and maintenance of City outreach efforts across departments.
- Assess current outreach efforts and branding across departments to establish a thorough understanding of practices in place.
- Promote adherence to the City’s branding standards by assisting with ongoing training and coaching efforts for all staff members.
- Under the direction of the Director of Communications & Governmental Affairs, work collaboratively across departments to implement new and innovative strategies to improve the reach and effectiveness of City outreach efforts.
- Serve as an ambassador to communicate effective strategies being utilized in one department with other departments in continual knowledge sharing.
- Develop, plan and execute citizen engagement activities which align with the City’s commitment to excellent public service and responsiveness.
- COMMUNICATING – Courteously and professionally maintain working relationships with others in carrying out job functions.
- Communicate with others in the work unit to provide information relating to work assignments and progress of work or to convey information about conditions or work-related needs.
- Understand how to interact with, and energize, a broad range of diverse employee groups.
- Ability to establish and maintain effective working relationships with a wide range of public and private sector officials and the public.
Interact with the public, vendors or across departments to exchange detailed and/or technical information where the ability to explain concepts is exercised, such as in an interview.
- TEAM LEADING - Using independent judgment provides supervision and leadership to divisional personnel under the span of control.
- Assist in making decisions on matters of hiring, transfer, suspension, lay off, recall, promotion, discharge, assignment, reward, adjusting grievances or disciplining employees under the span of control.
- Sets goals and objectives for others to work towards and monitors performance.
- Conducts ongoing feedback.
- PRIORITIZING SAFETY – Perform all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
- Know and follow department and City rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss.
- Wear proper protective equipment when policy requires or conditions indicate a need exists and utilize proper body mechanics and ergonomics while performing work.
- When potentially unsafe conditions are observed, make an effort to avoid or correct them if they are controllable and draw them to the attention of the responsible supervisor or safety representative in a timely manner.
- ADAPTING - Perform other duties and activities as assigned.
MINIMUM QUALIFICATIONS: This position requires graduation from an accredited college or university with a bachelor’s degree in graphic design, visual communications, public relations, journalism, communications, marketing, public administration, business administration or a closely related field; at least 3.5 years of professional experiences or internships, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. A valid driver’s license or evidence of equivalent mobility is also required.
Knowledge, skills and abilities should include:
- Excellent written communication skills across a variety of genres.
- Experience in visual and motion graphics/illustrations/animations is required to create visual concepts using computer software or by hand, to communicate ideas that inspire, inform and captivate.
- Impeccable attention to detail and the ability to craft a unified social voice for the City’s various social media channels.
- Skill in digital photography and digital media.
- Skills in interpersonal communication to facilitate high-level discussions with co-workers, supervisors, the general public and others sufficient to exchange or convey information, resolve disputes and receive work direction.
- Leadership abilities rooted in a courage of conviction.
- The ability to handle multiple tasks with adherence to deadlines under stressful or difficult situations.
- Skills in developing and interpreting data.
- Project management experience.
- Strong troubleshooting and problem resolution capabilities.
- Social media engagement optimization concepts and strategies.
- Fluency in computer applications used by the Communications & Governmental Affairs Department office, including the Microsoft Office Suite, Adobe Creative Suite and Content Management Systems (CMS).
- Proficiency in Associated Press (AP) writing styles.
- Familiarity of federal, state and local laws regarding information dissemination and Freedom of Information Act (FOIA) request requirements.
Most work is performed in a normal work environment. Work is generally light with considerable variety. Extensive use of computer, telephone and other office equipment is required. Daily work often involves moving between rooms. There is considerable attention to detail and deadlines. Intermittent driving is required to attend meetings. Occasional overnight travel may be required. The person in this position may be required to be on-call during some evenings and weekends. In an emergency situation, the person may be required to be on-site for a prolonged period of time at a designated facility.
Activities include stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing/listening, seeing/observing and repetitive motions.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.
Requirements are representative of minimum levels of knowledge, skills and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The City Administrator retains the discretion to add duties or change the duties of this position at any time.
Employment contingent on successful passing of background check and drug screen.