Constance Okoroafor — Twayne Safe Haven
Twayne Safe Haven · Core Team

Role overview · 2026

Constance
Okoroafor.

Community Experience & Communications Lead

This page covers what the role is, what Constance owns, what to escalate, what success looks like, and how to begin.

Role Overview What It Is Really About Why Constance Ownership Success First 30 Days TSH Core Team · 2026
Constance with TSH community members
01 · Role Overview

What This Role Is
and Why It Exists.

As Twayne Safe Haven expands across states and moves toward more structured programmes, the community needs someone whose specific job is to pay attention to the quality of how members move through it. Not just what gets announced, but whether it lands. Not just whether an event happened, but whether members felt held during and after it.

The Community Experience and Communications Lead exists to close the gap between what TSH intends and what members actually experience. That is the full scope of this role.

10 States in the network
6,000+ Community members
3 Active platforms

At its core, this role is about how members feel. Not just what they see or receive. Whether they feel welcomed. Whether they feel seen. Whether the space makes sense to them. Whether they feel like they belong here, or like they quietly fell through the gaps.

02 · What This Role Is Really About

02 · The Core of the Work

Member Experience
Is the Job.

That principle must stay practical. Paying attention to how members feel means tracking all of the following, week by week:

📨
Are messages clear or confusing?
Members should never guess what TSH is saying or what they need to do. Unclear communication is a member experience failure. This role owns that standard.
🔇
Are quiet members being overlooked?
Members who go silent are often the first sign that something is not working. This role maintains deliberate attention to who has gone quiet and for how long.
🌡️
Does the tone match TSH?
TSH is warm, human, and story-driven. If what goes out sounds cold, careless, or rushed, that is a mismatch this role catches and corrects before it reaches members.
🔁
Does follow-up actually happen?
After activities, community moments, or important interactions, members notice whether the community follows through. This role tracks that and ensures it does not fall silent.
Constance at a TSH community event
03 · Why Constance

An Intentional
Appointment.

Constance was chosen because she brings two things that are genuinely hard to find in the same person: close enough familiarity with this community to understand how it actually runs, and a perspective that reflects what quieter or less visible members experience inside it.

That second point matters more than it might seem. Quieter members are usually the first the community loses. They disengage gradually and go unnoticed until it is too late. Having someone in this role who naturally holds that point of view is a strategic decision, not a sentimental one.

Understands the internal workings of the community from being close to it
Reflects the quieter member perspective that communities routinely miss
Thinks carefully about tone, clarity, and how communication lands in practice
04 · What Constance Owns

Direct
Accountability.

These areas belong to Constance directly. If they are not happening consistently, the gap sits with this role.

Communication quality. She drafts, reviews, and refines member-facing messages, announcements, and updates before they go out. Every message should be clear, warm, and on-tone.
Engagement monitoring. She tracks who is active, who is warm, and who is drifting or going quiet. This is a regular practice, not a one-time check.
Follow-up execution. After activities, events, and important community moments, she ensures the right follow-up message or check-in goes out. Things do not end in silence on her watch.
Experience gap identification. She notices where the member experience is unclear, cold, or inconsistent, and flags it to the team with a clear recommendation.
Tone consistency. WhatsApp, Facebook, and Instagram should feel like the same community. She protects that consistency across all three.
Quiet member attention. She maintains a deliberate eye on members who have not been visible and decides whether to flag, reach out, or escalate based on what she observes.
05 · What She Supports

Contributing
Without Owning.

These are areas where her input and presence matter, but where she is a contributor, not the decision-maker. The distinction should be held clearly.

Content planning. She recommends ideas, prompts, and sequences. Final content decisions sit with Sammie.
Programme logistics. She handles the member-facing communication side of activities and events. She is not managing full operational logistics.
TSH 101 readiness. Her work improving day-to-day member experience directly prepares the community for TSH 101. She is not the owner of TSH 101 itself.
Engagement ideas. She surfaces ideas for getting members more connected. Execution decisions are made collaboratively with the team.
Constance with TSH community members
06 · What to Escalate

Do Not Carry
These Alone.

Part of working well in this role is knowing what not to hold. The following must be brought to the team promptly, not handled independently.

A member showing signs of emotional distress or crisis
Conflict between members that goes beyond a light communication issue
Any situation where a member may need professional support or referral
Recurring confusion affecting multiple members across the community
Sensitive complaints, trust concerns, or safety issues of any kind
Any decision affecting wider community direction, structure, or policy

Escalating promptly is not a failure. It is the right action. The role is designed to work within a team, not around one.

07 · What Success Looks Like

Observable Signs
of Strong Performance.

Success here is not a feeling or a personality trait. It is visible. These are the signs that the role is being done well:

✅
Members understand what is happening
Communication is clear. Members know what they are being invited to, what is expected of them, and what TSH is doing. Confusion has reduced noticeably.
👁️
Quiet members are noticed earlier
There is a consistent practice of tracking disengagement. At least some previously quiet members have been reached because of deliberate attention from this role.
🌡️
Tone is consistent and on-brand
What goes out across all platforms feels warm, intentional, and like Twayne Safe Haven. It does not sound generic, rushed, or inconsistent from one platform to the next.
🔁
Follow-up consistently happens
After activities and key community moments, members receive relevant follow-through. Nothing important ends in silence or gets dropped without a closing action.
💡
Useful observations reach the team
The team receives regular, specific observations: what is landing, what is failing, what members seem to need. Not random opinions. Grounded, actionable insight.
🤝
Members feel more held
If you surveyed a cross-section of TSH members on whether the space feels organized, welcoming, and responsive, more of them would say yes than before this role started.
08 · First 30 Days

What a Strong
Start Looks Like.

The first 30 days are not about doing the full job at full speed. They are about building a clear, honest picture of what the community currently looks like. That picture is what the rest of the work is built on.

Observe current communication patterns across WhatsApp, Facebook, and Instagram before moving to fix anything
Notice specifically where messages land clearly and where they cause confusion, get ignored, or drop off without response
Identify members who appear quiet, confused, or drifting, and bring those observations to Sammie with context
Draft or refine at least two community messages, with close attention to tone and clarity
Own the follow-up around at least one community activity end to end, so the full cycle is understood from the inside
Share a focused set of early observations with Sammie: what members seem to need, where communication is falling short, what appears to be working
Calibrate regularly with Sammie throughout the first 30 days so the role develops with clarity, not guesswork

A strong first 30 days looks like someone who listened carefully before they moved, and moved with intention when they did.

Constance in the Community

Context That
Sharpens the Work.

Constance has been close enough to this community to have a real working understanding of how it feels from the inside. That context is a genuine advantage in this role.

Constance at a TSH community hangout
Constance with TSH members
Constance with TSH community
Constance at Lagos hangout
09 · Boundaries of the Role

What This Role
Is Not.

These boundaries are not limitations. They are what keeps the role sustainable, focused, and effective. Constance is not expected to:

Provide therapy, counselling, or act as emotional crisis support for members
Carry the community alone. This role operates within a team, not above it
Be available online all day or respond to every community moment in real time
Act as programme facilitator or hold the emotional safety lead function
Make final decisions on strategy, policy, or community direction
Resolve sensitive or serious issues independently without escalating to the team

Clear scope.
Real responsibility.

This is a real role with real accountability inside a community that takes people seriously. The work is not always dramatic. But when it is done with attention and care, members feel it. That is the whole point.

Twayne Safe Haven · Nigeria · 2026 · twaynesafehaven.org