Digital Navigator Specialist

Digital Navigator Specialist

Requirements

• Candidate must have at least 1-2 years providing digital skills support or training to community members
• Must have some understanding of benefits and role of government in administering benefits programs
• Knowledge of Microsoft Office, Google Suite, and other common workplace software
• The ability to maintain confidentiality
• The ability to work nights and weekends is essential
• Candidate must have high school diploma or equivalent

Responsibilities

• Receive and respond to phone calls from call center related to Digital Navigation requests
• Have a minimum of 10 hours available weekly in the community at designated locations to schedule in-person appointments with residents in need of support
• Screen residents for eligibility into internet subsidy programs and other related services
• Provide 1-on-1 assistance to residents in enrolling in free or low-cost internet service, finding a free or low-cost computer, getting basic technical support, troubleshooting connectivity issues, using online programs and apps, and enrolling in digital literacy training
• Maintain expertise on the range of internet, device access, and digital skills offerings in the Philadelphia ecosystem
• Interview and assess clients to establish what assistance is needed and to determine their eligibility for benefits or programs
• Conduct intake assessments, document services provided and track clients’ progress using OIT software to maintain a robust client data system
• Provide baseline and intermediate level digital skills workshops and classes across priority city locations
• Engage in direct outreach activities to share information about the City’s Digital Navigator Network and promote OIT digital inclusion initiatives
• Schedule client appointments during direct outreach events and during office days
• Assist clients in preparing applications and forms for services and, when appropriate, refer applicants to other agencies for assistance or access to resources
• Participate in outbound text and phone banking campaigns to residents identified as needing digital access information or services
• Participate in on-going professional development trainings—both voluntarily and mandatory, such as in-services, staff meetings, conferences, etc.
• Willing to connect to translation services during calls and appointments with Limited English Proficient (LEP) residents utilizing language access lines
• Stay abreast and inform Philadelphia residents of policy changes and implications as they relate to vulnerable populations

Preferred Qualifications

• Familiarity with Northstar Digital Literacy and/or other common digital skills training certifications a plus
• Bi-lingual language skills are preferred but not required