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.

• 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 shifts), Daily Prayer (one time per day), All Team Meetings, All Team Celebrations - like our annual banquet, Food and Fun Day (Rocklin Staff), and Summits (Remote Teams), Service Projects and others as announced. These initiatives, and others, are key components of the ministry, our culture and 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. Specifically, follow EMF’s Injury Prevention and Safety program, support and maintain safety standards, and participate in safety training.
• Maintains current understanding of technical processes/equipment, uses technology to increase performance/productivity. Achieves a satisfactory level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise.

Digital Care Specialist I

• Use advanced trouble-shooting skills to isolate and repair equipment and/or resolve software/firmware problems in broadcast equipment.
• Deliver outstanding responses and communication in all our digital platforms not limited to but including Facebook, Instagram, Twitter, and FB Communities.
• Basic email engagement from the main K-LOVE and Air1 boxes including folders: Songs & Artists, DJs, Concerts/Events & Community Calendars, Morning Show, News & Closer Look.
• Stay relevant with media trends – use trending response techniques that are within the voice of 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) in partnership with our Digital department in accuracy, timeliness, and representation of our brands.
• Work Pledge Drive shifts as required by all K-LOVE and Air 1 staff and/or participate in designated Pledge Drive support roles when assigned.
• Actively use, contribute, and comment on knowledge articles to provide support to Audience Engagement (AE) department and digital team.
• Have a base knowledge of the partnership with the Marketing department including (Design, Digital, Marketing and Community Engagement).
• Have a base knowledge of the partnership with our pastoral 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 (KA) for escalation process at times when crisis situations may be expressed within digital platforms.
• Report feedback to appropriate departments using our forms and process for escalations.
• Utilize search tools (network websites, Google and more) to locate and assist our audiences with questions through verbal or written forms. Examples: Contest information, concert details, news stories, podcasts, media inquiries, station updates, song titles, artist names, ministry spots, website streaming, and all other on-air content.
• Report all technical, or security issues brought to attention of AE and escalate when needed; follow KA processes in reporting.
• Make outbound calls as needed, always representing our brand voice, ministry, and mission, when follow-up is requested by phone.
• Enter prayer requests when appropriate using Pray4One if a response mentions that we’ll be praying.
• Attend and participate in department meetings, ministry meetings, and training programs.
• Keep department and personal calendars updated, using Outlook efficiently for appointment reminders, meeting invitations, tasks, reminders, out of office messaging, and other helpful information.
• Be an advocate for exceptional accuracy, connection, and empathy as well as a role models for ministry values, and demonstrate a commitment to learn, improve and grow.
• Maintain liaison relationship with various departments in the ministry to troubleshoot and assist in resolving issues quickly, circling back when needed to those who contact us.

Digital Care Specialist II 

Digital Care Specialist  I scope plus:

• Deliver outstanding responses and communication in all our digital platforms in addition to:

K-LOVE OnDemand, AccessMore, Facebook Communities and any other additional EMF brands.

• Basic email engagement from all EMF Brands in addition to AccessMore, hello@klove.com, hello@air1.com, songs & artists, DJs, concerts, events, community calendars, Morning Show, News & Closer Look, and Feedback emails w/coordinator or leadership approval.
• Participate in test groups for product development production releases, upon request.
• Participate in new hire training of Specialist I Team Members, allowing to shadow on basic elements of their role including Facebook/Twitter/Instagram/FB Groups for our main K-LOVE and Air1 pages.
• Assist Supervisor or Lead in the training processes and care of Digital Care Volunteers for Facebook Community Groups (training materials, content development, routine check-ins, and “Surprise and Delights”).
• Carry out other duties as assigned by Supervisor.

Digital Care Specialist Lead

Digital Care Specialist I and II scope plus:

• Provide updates to the Manager/Supervisor on procedures, schedules, system updates, new work tools and key initiatives.
• Assist with department announcements, meetings, celebrations, training classes, and other department events.
• Assist Supervisor with assessments/scoring, interview schedules and at times participating in panel interviews.
• Assist with the onboarding process of new team members. Helping to build training materials. Provide written assessments of the new specialists’ skills and recommend ongoing training plan to Supervisor.
• Assist with department scheduling, forecasting for daily operations as well as Pledge Drive.
• Apply knowledge of EMF Brands, department processes and procedures in assisting with training and answering questions. Serve as a resource to leadership team.
• Assist with ongoing training for team members on new technology, initiatives, or procedures. This may also require occasional changes in daily work schedule.
• Assist in tracking individual team member training hours and results.
• Assist in performing quality surveys on each team member for various platforms including but not limited to phones, text, and all social media forums.
• Assist in tracking and maintaining quality reports for each team member.
• Ability and knowledge to service Digital Care in absence of Supervisor including participating in regular departmental meetings that the Supervisor is not able to attend.
• Lead is a hands-on working team member and has first-hand experience and knowledge of the work, workflow, and priorities. Collaborate with team members in daily activities and step in to fill as needed. Lead will support the Digital Care team as needed.
• Work Pledge Drive shifts as required by all K-LOVE and Air 1 staff.
• Provide back-up for Supervisor and take on job duties such as weekly or monthly reports, daily workflow coordination for the Digital Care team.
• Listen to K-LOVE and Air1. Be aware of the “brand voices” and distinguishing features.
• Embrace new tools, staying current and relevant with technological developments.
• Take personal responsibility and initiative for professional growth opportunities.
• Perform follow up with departments for information updates including Playlists, Music Logs, and Pastoral Content for Community Groups.
• Perform other duties as assigned.

Reports to:             Digital Care Specialist Supervisor

Direct reports:       n/a 

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, gave Himself for them, and wants to be the center of their lives. Our desire is to work together with our listeners to demonstrate Christ’s love through service in their local communities.

We Trust in God: Our faith, trust, and hope is in Christ. God’s Word guides our decisions, refreshes us, and creates an unshakable faith. Our dependence on God is reflected in our commitment to prayer.

Create an Extraordinary Impact: We serve an extraordinary God who deserves our all. He allows us to create, produce, and share media with His life-changing message.

We are Passionate, Creative, and Have Fun: Innovative ideas and solutions, individual initiative and having a good time make our work and lives more interesting.

Learn, Improve, and Grow: We challenge and stretch ourselves, each other, and the ministry to realize the full potential God has given us.

In His Strength: It is not about us.

• Associate degree, or combination of education/training with relevant experience preferred.

Digital Care Specialist I

• Experience working or volunteering in a customer service environment.
• Strong computer skills; with proficiency using of Microsoft Office (Word & Outlook), SharePoint, search engines, Social Media forums and smart devices.
• Minimum keyboard speed of 45 WPM.
• Demonstrated understanding and knowledge of our listener supported ministry.
• Strong written and verbal communication required.
• A team player; the digital group works as a team in achieving goals and maintaining daily coverage.
• Demonstrated ability to work independently, problem solve and contribute as a “first responder” department.
• Ability to multi-task in a variety of platforms or forums, moving forward with accuracy and excellence.
• Strong attention to detail.
• Exhibits versatility and flexibility. Regularly adapts to change while maintaining a positive attitude and high productivity.
• Demonstrated ability to represent ministry professionally and maintain listener confidentiality.