Digital Navigator

Just A Start•Cambridge, MA

16d•$32•Onsite

About The Position

The Digital Navigator will work with Just A Start’s residents to address their most urgent needs related to access to low-cost internet programs, smartphone and computer use, navigating online platforms, and individualized and group digital skills building. The Digital Navigator will also troubleshoot connectivity and device issues while developing and implementing beginner-level digital skills workshops. The Digital Navigator’s work is a key part of Just A Start’s efforts to address digital equity. The Digital Navigator will work with Just A Start’s Resident Services Coordinators to identify residents who require technical support. The Digital Navigator will participate in shaping service delivery and in evaluating success metrics.

Requirements

Skilled in hardware troubleshooting and in supporting technology users.
Skilled in technology and digital communication tools, including text, voice, email, and video conferencing.
Excellent telephone, online, and in-person communication skills, including the ability to establish trust with residents of varied educational and cultural backgrounds.
Ability and desire to teach basic technological concepts related to internet services, computers and devices, and common online services and applications.
Is patient and client-centered, and uses a strengths-based approach to teaching.
Ability to creatively solve problems, negotiate, and handle stressful situations in a positive manner.
Ability to provide excellent customer service, establish appropriate boundaries with residents, and demonstrate innovation and flexibility
Ability to work within a team and with other providers.
Ability to learn how to track work in Salesforce.

Nice To Haves

Bilingual in Spanish, Haitian Creole, Bengali, Amharic, Chinese, or Hindi preferred.

Responsibilities

Identify and assess individual residents’ digital needs based on their stated goals.
Agree on the goals of digital navigator services.
Promptly respond to requests for assistance from residents.
Assist residents in signing up with low-cost internet providers.
Assist in troubleshooting connectivity issues in residents’ apartments when necessary.
Connect residents to free/low-cost computers, hot spots, or related equipment.
Assist residents in setting up a computer, tablet, or other devices for home use.
Assist residents in setting up smartphone email, voicemail, and other apps.
Coach residents as necessary to use their home internet services in order to meet their internet use priorities. This may include in-person, phone, and online interactions, as well as referral to sources of additional digital literacy skills training.
Hold “computer lab” hours weekly in the Community Room at Just a Start’s apartment building at 402 Rindge Avenue.
Provide a 6-week beginner digital literacy workshop series each quarter.
Keep up to date on digital resources available to residents.
Track individual residents’ progress and types of requests, keep accurate and timely records in Salesforce, and report outcomes as required.
Assist in evaluating and changing the digital navigation program on an ongoing basis.