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, devices, 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 to community members at multiple library branches and trusted community partner sites. The role builds relationships with clients referred by library staff and partners, helps them identify digital needs and goals, explains options, develops action plans, and provides ongoing support. Assistance may include finding affordable internet and devices, learning basic digital skills, navigating online services, using communication tools, creating documents, and completing online forms and applications. This is an onsite position with regular travel among locations throughout Denver. Navigators generally work at a different location each weekday while maintaining the same weekly schedule at those locations. The current schedule is Tuesday through Saturday, 9 AM to 6 PM, with one required evening shift from 11 AM to 8 PM; schedules and locations may change to meet community needs. 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 is identified as an ideal qualification.
Ability to travel regularly to various locations throughout the City of Denver.
Excellent written, phone, virtual, and in-person communication skills.
Ability to understand and explain basic technology concepts, including the internet, devices, and apps.
Ability to work independently, adapt to changing needs, and provide excellent customer service.
Ability to meet people where they are, communicate with empathy and cultural humility, and maintain a calm, respectful presence in emotionally complex situations.
Ability to balance compassion with appropriate boundaries and remain composed while creatively solving problems.
Valid work authorization that does not require visa sponsorship for employment authorization in the United States.

Nice To Haves

Fluency in Spanish; Spanish-speaking applicants are strongly preferred.
Experience working with people experiencing homelessness, low-income populations, immigrants, refugees, or justice-involved individuals.
Experience providing technology support or training.
Enjoyment of teaching and collaborative problem-solving.
Experience or interest in trauma-informed practices, de-escalation, and working with underserved populations.
Interest in learning new tools and technology.
Interest in developing skills to manage secondary trauma and burnout.

Responsibilities

Schedule and provide one-on-one appointments, primarily in Spanish and English, for people with limited technology access, skills, or experience.
Help people find free or affordable home internet service options.
Connect people with sources of low-cost devices and device repair.
Support people in learning 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.
Travel regularly between library branches and community partner locations throughout Denver.