Social Media Coordinator

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

Philly311 is the City’s non-emergency contact system. Residents, businesses, and visitors access information and services through our call center, website, and mobile application. Philly311 strives to improve the quality of life for Philadelphians by providing world-class customer service for every method of contact, delivering accurate information and timely updates. Philly311 is considered a critical service and therefore is staffed during times when the city is closed and acts as a crucial point of contact for constituents to obtain information regarding city services.  Philly311 handled approximately 400,000 phone calls and received over 170,000 inquiries via the Philly311 mobile app, web application, and email.  

Position Summary

The 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 Functions

• Provide 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 Abilities

Knowledge:

• 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.

Bachelor’s degree from an accredited college or university in Communications, Marketing, Public Relations, or a related field.

At least 2 years of relevant experience in social media management, communications, or digital engagement.

We value diverse experiences and are open to flexible qualifications. If you are passionate about this role and meet some of the key criteria, we encourage you to apply.

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $50,000-$62,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx