Specialist, Online Community

Job Title: Specialist, Online Community Location: Bethesda, Maryland (Hybrid) Reports To: Deputy Director, Online Trainings FLSA Status: Exempt About NACHC Founded in 1971, the National Association of Community Health Centers (NACHC) serves as the leading voice for America’s Health Centers and the people and communities they serve. NACHC works to promote the provision of high-quality, affordable, community-based health care to everyone, particularly to underserved populations. Position Summary The National Association of Community Health Centers (NACHC) seeks an Online Community Specialist who will serve as the primary steward of its digital community platform. NACHC’s online communities are a mission-critical communication tool where community health center professionals connect and collaborate. The ideal candidate is a community builder who is equally comfortable moderating discussions, crafting engaging content prompts, pulling analytics to inform strategy and troubleshooting technology issues. The Online Community Specialist owns the day-to-day management, engagement, and optimization of NACHC’s online communities hosted on the Higher Logic platform ensuring a positive and productive online environment. This role also maintains the integration between Higher Logic and iMIS EMS (NACHC’s association management system). The Specialist works closely with internal teams to foster a seamless and valuable digital community experience for users, especially NACHC members. Key Responsibilities Community Management & Engagement Serve as primary moderator and community steward for all NACHC online communities on Higher Logic, ensuring discussions are active, professional, ontopic, and aligned with community guidelines. Drive engagement proactively through strategic discussion prompts, polls, curated content, and targeted member communications — not just reactive moderation. Identify emerging user needs and interests; connect members with relevant resources, SMEs, or NACHC staff before they must ask. Monitor community activity daily and respond to member inquiries, flagged content, and escalations in a timely and professional manner. Cultivate relationships with highvalue contributors, volunteer moderators, and Community Admins to foster a self-sustaining peer network. Platform Administration Maintain community architecture within Higher Logic, including structure, permissions, user roles, discussion libraries, and resource repositories. Own configuration and ongoing maintenance of the Higher Logic iMIS integration, including SSO, membership-based access controls, data synchronization, and activity writeback into iMIS member records. Coordinate the launch of new communities, working groups, committees, and special interest groups — from scoping through rollout and adoption. Serve as the internal Higher Logic subject matter expert; troubleshoot platform issues, elevate bugs, and track the platform roadmap. Develop, maintain, and regularly update Standard Operating Procedures (SOPs) to ensure consistency and continuity across all community operations. Data and Reporting Track and analyze community performance metrics using Higher Logic analytics and iMIS data, including engagement rates, active users, content usage, and adoption trends. Produce regular reports for leadership and internal stakeholders that translate numbers into strategic insight and actionable recommendations. Use engagement data to identify high-value members, lapsed participants, and communities in need of targeted programming or outreach. Recommend and implement data-informed improvements to community strategy, content planning, and the member engagement journey. Member Support and Training Serve as the frontline resource for members experiencing platform issues, login or access problems, or questions about community features. Develop and maintain user guides, onboarding materials, video tutorials, and FAQs that lower the barrier to entry for new community members. Facilitate live onboarding webinars and virtual training sessions for members, Community Admins, and internal NACHC staff. Collaborate with the iMIS team to ensure member records remain accurate and membership status changes are promptly reflected in Higher Logic access permissions. Collaboration and Content Strategy Partner with NACHC’s Membership, Communications, Education, and Policy teams to align community programming with organizational priorities and member benefit delivery. Promote NACHC events, resources, publications, and advocacy campaigns within the community environment in ways that add genuine value for members. Maintain a calendar for community content and announcements to keep communities active and timely. Required Qualifications Bachelor’s degree in communications, marketing, information systems, nonprofit management, or related field (or equivalent experience). 2 to 4 years of experience managing online communities or digital engagement platforms in a professional setting. Proven ability to analyze engagement data and translate findings into strategic recommendations and concrete action. Excellent written communication skills, including the ability to write professional, warm, and onbrand member-facing content. Preferred Qualifications Demonstrated hand-on experience with Higher Logic (Thrive or legacy platform) or a comparable online community or digital engagement platform, including community administration, permissions management, and member engagement tools. Demonstrated experience with iMIS EMS or a comparable association management system (AMS), including member record management, data quality, and AMS community platform integration. Familiarity with association, nonprofit, or member-based organizations. Why Join NACHC? At NACHC, you’ll be part of a dedicated and collaborative team working to improve the health and well-being of communities nationwide. We offer competitive compensation, comprehensive benefits, and opportunities for growth in a purpose-driven organization. Salary: $63,000 - $88,000 #J-18808-Ljbffr National Association of Community Health Centers (NACHC)