Digital Navigator Lead

City of Philadelphia • Philadelphia, PA

1d • $60,000 - $65,000 • Onsite

About The Position

The Digital Navigator Lead works in the City of Philadelphia’s Office of Innovation & Technology (OIT), supporting residents in accessing and using technology. The role provides individualized and small-group assistance by phone, in person, text, chat, or other methods to residents seeking affordable home internet, internet-capable devices, and coaching or training in baseline and intermediate digital skills. The Lead serves as a subject matter expert on technology benefit programs and supports the Digital Navigator Specialists and Communications Director with program development, outreach materials, marketing campaigns, success stories, and promotion of digital equity initiatives. The position also gathers resident feedback, tracks engagement metrics, and represents the Digital Equity team at community events.

The role includes assisting residents with internet and device access, technical support, connectivity troubleshooting, digital literacy training, and referrals to education, workforce, and other services. The Lead conducts client intake and eligibility assessments, documents services and outcomes, and tracks client progress using OIT software. The position requires at least 10 hours weekly at designated community locations for in-person appointments, travel across Philadelphia to multiple locations during the work week, and the ability to work nights and weekends. The work is in person in an office setting and at community locations.

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 is stated in the qualifications; the posting also lists a college degree as the minimum education required.
• Ability to meet deadlines and work independently and as part of a team.
• Excellent customer service, oral and written communication, critical thinking, and problem-solving skills.
• Comfort using technology and teaching others, and ability to learn and teach basic concepts related to internet services, computer and device characteristics, and common online services and applications.
• Ability to work in diverse environments and with diverse clients, including families, people experiencing homelessness, ex-offenders, and individuals with behavioral or mental health or substance abuse issues.
• Ability to maintain confidentiality.
• Ability to work nights and weekends.
• Regular, predictable attendance.
• Ability to travel across Philadelphia to multiple locations within a work week.
• Ability to lift, carry, push, pull, or otherwise move objects weighing up to 10 pounds; work involves sitting most of the time, with frequent walking and standing.
• Must become a City of Philadelphia resident within six months of hire.

Nice To Haves

• Familiarity with Northstar Digital Literacy or other common digital skills training certifications.
• Bilingual language skills.

Responsibilities

• Assist with leading the Digital Equity team on special projects and support Digital Navigator Specialists with program development.
• Receive and respond to phone calls from the call center related to Digital Navigation requests.
• Be available at least 10 hours weekly at designated community locations for in-person appointments with residents needing support.
• Screen residents for eligibility for internet subsidy programs and related services.
• Provide one-on-one assistance with enrolling in free or low-cost internet service, finding suitable free or low-cost computers, basic technical support, connectivity troubleshooting, online programs and apps, and digital literacy, adult education, or workforce programs.
• Maintain expertise on internet access, device access, and digital skills offerings in the Philadelphia ecosystem.
• Interview and assess clients to determine their assistance needs and eligibility for benefits or programs.
• Conduct intake assessments, document services provided, track client progress using OIT software, maintain client data, document 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 City’s Digital Navigator Network and promote OIT digital inclusion initiatives.
• Schedule client appointments during outreach events and office days.
• Help clients prepare applications and forms for services and refer them to other agencies when appropriate.
• Support outreach materials and marketing campaigns, share success stories, and promote digital equity initiatives in collaboration with the Communications Director and internal departments.
• 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.
• Eligible employees can receive free SEPTA transit through the SEPTA Key Advantage Program.
• Tuition discounts and scholarships through City partnerships with colleges and universities.

What This Job Offers

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