Digital Navigator

City and County of Denver•Denver, CO

1d•$24 - $30•Onsite

About The Position

The Denver Public Library is hiring a full-time Digital Navigator for its Digital Inclusion department. The department provides equitable access to technology, digital literacy training, and support, and coordinates technology education opportunities and six ideaLAB makerspaces. The Digital Navigator program helps bridge gaps in internet access, device access, and technology training for Denver communities, including immigrants and refugees, people experiencing homelessness, older adults, people with disabilities, and low-income households. The Digital Navigator provides one-on-one technology assistance at library branches and community partner sites, builds trusted relationships with community members, assesses their digital needs and goals, helps them understand available options, develops action plans with them, and provides ongoing support. This is an onsite role that works from multiple locations throughout Denver, generally at a different location each workday on a recurring weekly schedule. Regular travel between library branches and community partner locations is required. The schedule is determined by department needs and currently includes Tuesday through Saturday, 9 a.m. to 6 p.m., with one required evening shift of 11 a.m. to 8 p.m. The starting wage is $25 per hour, and the position includes a City and County of Denver benefits package.

Requirements

Two years of public-facing customer service experience.
Ability to travel regularly to various locations throughout the City of Denver.
Ability to build relationships with people from diverse backgrounds and support people who may be facing housing instability, trauma, or other barriers.
Excellent written, phone, virtual, and in-person communication skills.
Ability to explain basic technology concepts, including internet, devices, and apps.
Ability to work independently, stay self-motivated, and solve problems creatively while remaining composed in stressful situations.
Ability to provide excellent customer service and adapt to changing needs.
Ability to establish appropriate boundaries with customers with care and empathy.
Valid work authorization that does not require visa sponsorship for employment authorization in the United States.

Nice To Haves

Fluency in more than one language is strongly preferred; additional languages are welcomed and valued.
Experience working with people experiencing homelessness, low-income populations, immigrants, refugees, and/or justice-involved individuals.
Experience providing technology support or training.
Enjoyment of teaching and collaborative problem-solving.
Empathy, cultural humility, and a positive attitude.
Experience or interest in trauma-informed practices, de-escalation, and working with underserved populations.
Eagerness to learn new tools and technologies.
Interest in developing skills to manage secondary trauma and burnout.
Experience building relationships with people from diverse backgrounds.

Responsibilities

Schedule and provide one-on-one technology appointments, primarily in Spanish and English, for people with limited technology access, skills, or experience.
Help customers identify and find free or affordable home internet service options.
Connect customers with sources of low-cost devices and device repair.
Support customers as they learn to navigate the internet, use online communication tools, create documents, and complete online forms and applications.
Respond to customer phone calls, emails, and voicemail messages.
Check in with customers to track progress, conduct surveys and evaluations, and maintain accurate records of services and outcomes.
Build trusted relationships with community members referred by library staff and community partners.
Help customers identify digital needs and goals, review options, develop action plans, and provide ongoing support.
Travel regularly among library branches and community partner locations throughout Denver.
Meet customers where they are, use trauma-informed care, maintain a calm and respectful presence, and as needed help de-escalate frustration or navigate difficult conversations.