Position SummaryThe Social Media Coordinator is responsible for managing all social media communications and digital engagement for the Philly311 Contact Center. This role plays a vital part in strengthening public outreach by responding to service inquiries submitted through social media platforms, promoting city services, and sharing timely, accurate, and helpful information with Philadelphia residents. The Coordinator also supports community engagement efforts by capturing and publishing content from public events and by developing strategies to enhance Philly311’s online presence, responsiveness, and accessibility.Essential FunctionsProvide analysis and recommendations on social media strategies that align with organizational initiatives and goals.Identify appropriate social media channels, design social media campaigns, track performance, and implement improvements.Monitor and respond to inquiries, service requests, and feedback submitted through social media platforms (e.g., Twitter/X, Facebook, Instagram).Triage and escalate issues received via social media to the appropriate internal teams and departments.Develop and maintain a content calendar to share city service updates, community events, and public service announcements.Collaborate with the Community Engagement & Outreach Team to attend public meetings and events, capturing photos, videos, and stories for social media distribution.Track social media metrics and prepare regular performance reports to identify trends, engagement levels, and areas for improvement.Ensure all posts adhere to city policies, accessibility standards, and branding guidelines.Create digital campaigns to promote Philly311 initiatives and increase awareness of available services.Monitor public sentiment and social media conversations related to 311 services and city issues, providing relevant insights to leadership.Serve as the primary contact with outside agencies supporting digital engagement efforts.All other duties as required.Required Competencies, Knowledge, Skills, and AbilitiesKnowledge:Social media platforms (e.g., Twitter/X, Facebook, Instagram) and their respective best practices for public engagement.Principles and methods of digital communication, marketing, and public relations.Data analytics tools and techniques for tracking engagement, reach, and sentiment.City of Philadelphia branding, accessibility, and communication standards (or ability to learn quickly).Community engagement strategies and practices in a government or public service environment.Skills:Developing and implementing social media strategies and campaigns that align with organizational goals.Monitoring, analyzing, and interpreting digital engagement metrics to make data-driven recommendations.Writing, editing, and designing clear and engaging digital content tailored to diverse audiences.Customer service and professional communication when responding to public inquiries and concerns.Photography, video capture, and digital content creation for public events and outreach efforts.Using social media management platforms and related software tools.Abilities:Communicate clearly, concisely, and effectively, both verbally and in writing.Collaborate with internal staff, external partners, and outside agencies to coordinate outreach efforts.Manage multiple projects and priorities in a fast-paced environment.Adapt messaging and strategies to changing social media trends and community needs.Exercise judgment in triaging and escalating issues appropriately.Represent the City of Philadelphia in a professional and responsive manner when engaging with the public.
