Overview
Success for this position is based on understanding and portraying the EMF brands, knowing our listening audience, and being personally passionate about our mission and values. We serve as an extension of what is happening on our digital media platforms through written engagement. Our goal is to enhance our audience experience by offering moderation or conversational responses that match the tone of a post, sometimes fun, sometimes serious. We utilize ministry-wide resources and connections within all our media platforms. The role of supporting our digital platforms puts our team in a front line, first responder position. Though an individual role, you are part of a team and together we problem solve, we’re creativity, we know how to improvise, and we follow ministry guidelines with discernment. This role is focused on spending our time and resources on doing things right and doing the right thing. It’s a high energy, extremely fast-paced, fast-changing position because the volume and momentum are media and technology driven.
Focus and Scope – Essential duties and responsibilities which are basic, necessary, and an integral part of the role;
Team Member Role
- Proactively influence our culture by demonstrating a positive, energetic influence throughout the ministry. Consistently represent the ministry with integrity through actions, words, and behavior that supports and aligns with our Mission and Values.
- Demonstrate the qualities of a life-time learner in the disciplines relevant to effectively perform job duties by taking personal responsibility for professional development and training.
- Actively participate and contribute to ministry wide initiatives and projects like Pledge Drives, Daily Prayer, All Team Meetings, and Service Projects. These initiatives are key components of the ministry and are more fun to do together!
- Support and contribute to ministry endeavors by following employment policies and practices and supporting a safe and healthy work environment.
- Maintain current understanding of technical processes/equipment, using technology to increase performance/productivity.
Digital Care Specialist Role Specific
Digital Care Specialist I
- Deliver outstanding responses and communication in all our digital platforms including Facebook, Instagram, Twitter, and FB Communities.
- Engage with basic email from the main K-LOVE and Air1 boxes.
- Stay relevant with media trends and use trending response techniques that align with our brands.
- Help our audience locate or follow-up on content they have heard through our ministry.
- Meet and strive to exceed department goals and annual Key Performance Indicators (KPIs).
- Work Pledge Drive shifts as required by all K-LOVE and Air1 staff.
- Utilize Digital Department’s best practice guidelines in overseeing and moderating in all our digital platforms.
- Follow ministry guidelines as instructed in Knowledge Articles for escalation processes in crisis situations.
- Report feedback to appropriate departments using our forms and process for escalations.
- Utilize search tools to assist our audiences with questions through verbal or written forms.
- Report all technical or security issues to AE and escalate when needed.
- Make outbound calls as needed, always representing our brand voice and ministry.
- Enter prayer requests when appropriate using Pray4One.
- Attend and participate in department meetings, ministry meetings, and training programs.
- Keep department and personal calendars updated using Outlook.
- Be an advocate for exceptional accuracy, connection, and empathy.
- Maintain liaison relationships with various departments to resolve issues quickly.
Key Relationships
Reports to: Digital Care Specialist Supervisor
Direct reports: n/a
Our Culture – Who we are and what we are called to.
Mission
Create compelling media that inspires and encourages our listeners to have a meaningful relationship with Christ.
We use music, individual’s gifts, talents, and short educational features to build relationships with our listeners through our media channels. The currency from these relationships is trust, and through that trust we help people respond to a God who loves them.
Values
- We Trust in God: Our faith, trust, and hope is in Christ.
- Create an Extraordinary Impact: We serve an extraordinary God who deserves our all.
- We are Passionate, Creative, and Have Fun: Innovative ideas and solutions make our work and lives more interesting.
- Learn, Improve, and Grow: We challenge and stretch ourselves to realize our full potential.
- In His Strength: It is not about us.
Qualifications and Requirements
Education
- Associate degree, or combination of education/training with relevant experience preferred.
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