Digital Navigator Lead

City of Philadelphia • Philadelphia, PA

3d • $60,000 - $65,000 • Onsite

About The Position

The Digital Navigator Lead works for the Office of Innovation and Technology (OIT), the City of Philadelphia’s central IT agency, supporting residents as they access and use technology. The role provides individualized and small-group digital support by phone, in person, text, chat, or other methods. The Lead serves as a subject matter expert on technology benefit programs and helps residents find affordable home internet and internet-capable devices, build baseline and intermediate digital skills, and become effective home internet users.

The position helps lead special projects and supports Digital Navigator Specialists with program development. It also works with the Communications Director and internal departments on outreach materials, marketing campaigns, success stories, and promotion of digital equity initiatives. The Lead gathers resident feedback, tracks engagement metrics, represents the Digital Equity team at community events, and conducts outreach to raise awareness of available services.

The role includes screening residents for program eligibility; assessing needs and providing referrals; helping with applications; delivering digital skills workshops; documenting client services and outcomes in OIT software; and maintaining expertise on Philadelphia-area internet, device-access, and digital-skills programs. The position is in person, requires travel to multiple locations across the city, and requires availability to work nights and weekends. The successful candidate must become a Philadelphia resident within six months of hire.

Requirements

• At least 2–3 years of experience providing digital-skills support or training to community members.
• Some understanding of benefits and the role of government in administering benefits programs.
• Experience managing or leading teams and projects.
• Knowledge of Microsoft Office, Google Suite, and other common workplace software.
• High school diploma or equivalent; the posting separately lists a college degree as the minimum education required.
• Ability to work alone and in a team setting, meet deadlines, and provide excellent customer service.
• Excellent oral and written communication, critical-thinking, and problem-solving skills; comfort using technology and teaching others.
• Ability to learn and teach basic concepts related to internet services, computer and device characteristics, and common online services and applications.
• Comfort working in diverse environments and with diverse clients, including families, people experiencing homelessness, ex-offenders, and people with behavioral or mental health or substance-use issues.
• Ability to maintain confidentiality.
• Ability to work nights and weekends.
• Regular, predictable attendance.
• Ability to travel across the city to multiple locations within a work week.
• Must become a City of Philadelphia resident within six months of hire.
• Ability to lift, carry, push, pull, or otherwise move objects up to 10 pounds; work involves sitting most of the time, with walking and standing often necessary.

Nice To Haves

• Familiarity with Northstar Digital Literacy or other common digital-skills training certifications.
• Bilingual language skills are preferred but not required.

Responsibilities

• Assist with leading the Digital Equity team on special projects and support Digital Navigator Specialists with program development.
• Receive and respond to Digital Navigation requests referred by the call center.
• Be available at least 10 hours weekly at designated community locations for in-person resident appointments.
• Screen residents for eligibility for internet subsidy programs and related services.
• Help residents enroll in free or low-cost internet service, find suitable free or low-cost computers, obtain basic technical support, troubleshoot connectivity, use online programs and apps, and enroll in digital literacy, adult education, or workforce programs.
• Maintain expertise on internet, device-access, and digital-skills offerings in the Philadelphia ecosystem.
• Interview and assess clients to identify needed assistance and determine eligibility for benefits or programs.
• Conduct intake assessments, document services, track client progress in OIT software, consistently record outcomes, and correct or report data-entry errors.
• Provide baseline and intermediate digital-skills workshops and classes at priority city locations.
• Conduct direct outreach to share information about the Digital Navigator Network and promote OIT digital inclusion initiatives.
• Schedule client appointments during outreach events and office days.
• Help clients prepare service applications and forms and refer them to other agencies or resources when appropriate.
• Collaborate with Digital Navigator Specialists, the Communications Director, and internal departments on outreach materials, marketing campaigns, success stories, and community-impact communications.
• Gather resident feedback, track engagement metrics, and represent the Digital Equity team at community events.

Benefits

• Comprehensive health coverage for employees and eligible dependents.
• Wellness program eligibility for a discounted medical plan.
• Paid vacation, sick leave, and holidays.
• Retirement savings options.
• Eligibility to participate in the Public Service Loan Forgiveness program.
• Free SEPTA Key cards and public transportation through the SEPTA Key Advantage Program for eligible City employees.
• Tuition discounts and scholarships through partnerships with local colleges and universities, with stated savings of 10% to 40% on educational expenses in some cases for employees, spouses, and dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level