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The Family Institute at Northwestern University · 1 day ago

Internal Communications & Intranet Manager

Chicago, IL

Full-time

Hybrid

Senior Level

$90K/yr - $123K/yr

5+ years exp

The Family Institute at Northwestern University is one of the nation’s leading relationship-based behavioral health organizations. They are seeking an Internal Communications & Intranet Manager to strengthen organizational communication and knowledge-sharing, oversee internal communication strategies, and lead the evolution of their SharePoint-based intranet.

Health CareMedicalNon Profit

Responsibilities

Develop and execute a TFI-wide internal communication strategy and channel plan (email, SharePoint news, Teams announcements, Viva Engage/Communities) with cadences for all-staff updates, leadership notes, clinical bulletins, and academic program updates

Draft, edit, and publish organization-wide messages; partner with stakeholders to translate strategy, operational changes, and quality/safety updates into clear, accessible content

Establish content standards, style guide, templates, and editorial calendar, including plain-language and accessibility/WCAG standards for all internal channels

Implement measurement and feedback loops (open rates, read time, link CTR, search success, time-to-find, sentiment) and provide quarterly engagement dashboards to leadership

Lead the design, information architecture, and governance of TFI’s intranet (SharePoint) as the authoritative hub for policies, procedures, clinical & academic operations, training assets, and FAQs

Stand up content ownership models (RACI), review cycles/expiry, and metadata & search refiners to improve findability

Collaborate with Shared Services (HR, Finance, Facilities, and IT), Clinical Services, Academics, Operations teams and the Office of the President to ensure content is accurate, current, and compliant (HIPAA/FERPA)

Champion a self-service culture by positioning the intranet as the first stop for answers, enhanced by AI-powered search refiners and Copilot agents that surface relevant content based on user intent and behavior

Embed guided self-help tools such as Zingtree decision trees or Copilot-powered virtual agents that use natural language understanding to answer FAQs, guide users through workflows, and escalate complex issues to the appropriate teams

Explore integration of Viva Connections (dashboard/resources), Viva Engage (communities), and Viva Amplify/campaigning for multi-channel publishing where available

Partner with the VP of Strategic Insights & Analytics and project leads to develop change-communications and adoption plans for initiatives (e.g., EHR optimization, automation, hybrid work norms, compliance updates)

Conduct stakeholder and audience analysis, readiness and impact assessments, and craft messaging frameworks (what’s changing/why/when/benefits/what to do)

Produce adoption deliverables: FAQs, one-pagers, quick-start guides, micro-learning videos, live/recorded demos, and office hours

Coordinate a Champion/Coach network across programs and shared services; capture field feedback and manage resistance with targeted interventions

Define success criteria and measure adoption (task completion, ticket volume, training completion, search/task success, utilization) via SharePoint analytics and Power BI

Serve as a trusted advisor to leadership on messaging, change readiness, and staff engagement

Run a Communications & Intranet Governance Group (monthly) to prioritize requests, align campaigns, and enforce content standards and retention

Crisis/incident communications: establish playbooks and on-call workflows for unplanned events (e.g., systems downtime, policy changes), in coordination with Shared Services and leadership

Partner with the Data & Automation Engineer so that communication about new data tools, Copilot agents, automations, and self-service resources is timely, accessible, and supported by interactive walkthroughs and embedded help

Perform other duties as assigned by manager for business necessity

Qualification

Change-management communicationsMicrosoft 365SharePointTeamsProject managementPlain-language skillsBasic HTML/CSSViva toolsContent design skillsSurvey tools

Required

Bachelor's degree in Communications, Organizational Development, Information Management, or related field; or equivalent experience

5+ years in internal communications, employee engagement, or digital workplace/intranet management

Demonstrated experience planning and executing change-management communications for technology rollouts or process changes (Prosci/ADKAR, Kotter, or similar)

Expertise with Microsoft 365: SharePoint (site design, pages, permissions), Teams (channels, announcements), basic HTML/CSS for pages, and SharePoint analytics

Strong writing/editing and plain-language skills; proven ability to tailor tone for clinicians, faculty, trainees, and administrative staff

Project management skills; ability to prioritize and deliver in a matrixed environment; discretion with sensitive information (PHI/FERPA-protected data)

Must be able to compose written reports clearly and effectively

Must be able to be in a stationary position due to attention to computer screen

The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations

The ability to observe details at close range (within a few feet of the observer) to perform work-related duties

Must be able to apply established protocols in a timely manner

Must be able to determine solutions to problems

Must be able to operate successfully while handling multiple projects