Digital Navigator

Our client is seeking a "Digital Navigator" to join their Digital Equity team to help ensure that all of our residents can access and afford reliable internet, devices, and digital skills training. The Digital Navigator will provide individualized or small group assistance to community members who need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills in order to become effective home internet users. This assistance may be provided in person or by voice telephone, email, text, video chat, and other communication methods that work for the learner. The Digital Navigator's work is part of the City's efforts to ensure equitable internet access for all residents, especially our most vulnerable.

Requirements

Responsibilities and Duties:

• Initiate interactions with residents seeking assistance or identified by our community partners for assistance.
• Discuss with each resident their home internet access or need for home internet access, technology experiences and their devices.
• Assess their access to technology, current digital skill level pertaining to what they need to accomplish the plan, connectivity needs, and internet use priorities. Set agreed goals for Digital Navigator services. Confirm the details with the resident.
• Advise residents about free or affordable home internet service options for which they may qualify, assist clients to apply for services they choose, and support their efforts to secure service. This includes the federal "Affordable Connectivity Program (ACP)."
• Plan and lead ACP enrollment and outreach events across the City at community centers, public housing communities, and other neighborhood spaces. This includes collaborating with other City departments, community partners, and internet service providers. Events can be either enrollment-specific and informational, depending on the type of event (ex. Tabling only) and setting.
• Advise residents about sources of affordable computers or other internet-connected devices for which they may qualify, and support their efforts to acquire appropriate devices and where they can get help for repair.
• Create marketing materials and develop campaigns to promote Digital Equity-related programs, information, events, and other resources.
• Performs related work as required

Critical Skills and Aptitudes:

• Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
• Excellent self-organization, language capacity, and cultural competency.
• Excellent telephone and online communication skills, including the ability to establish trust with clients of varied educational and cultural backgrounds.

• Ability to demonstrate positive attitude, excellent interpersonal skills, cultural sensitivity and a sense of humor in working with diverse customers, coworkers and community.
• Ability to creatively solve problems, and negotiate and handle stressful situations in a positive manner.
• Ability to provide excellent customer service, establish appropriate boundaries with clients, and to demonstrate innovation and flexibility.
• Bi/Multilingual applicants are preferred.
• Experience planning and leading public engagement opportunities, such as public forums and comment solicitations

Skills Required:

• Excellent written, verbal, and presentation skills
• Experience researching and analyzing complex, technical policy topics
• Demonstrated ability to communicate with diverse audiences about such topics
• Ability to complete projects efficiently and independently with minimal supervision
• Strong organizational and project management skills
• Energy, creativity, and entrepreneurship
• Bachelor's degree in public policy, urban planning, or related field
• At least 2 years of work in government, advocacy, or non-profit on policy issues.