Neighborhood Tech Helpers Outreach Associate - Part Time

The New York Public Library

11h•$25

About The Position

The New York Public Library (NYPL) is seeking an enthusiastic candidate to fill the role of Neighborhood Tech Helper (Outreach Associate) to support the expansion of services as part of our HPD partnership for Neighborhood Tech Help (NTH). Community-based Neighborhood Tech Helpers provide individualized assistance to local community members who need coaching in introductory digital skills and/or access to affordable home internet service and internet-capable devices in order to become effective home internet users. The candidate must have excellent communication, digital, outreach and organizational skills and have a high level of comfort engaging with individuals and groups of all abilities and from a wide range of backgrounds across the city (including Manhattan, the Bronx, and Staten Island). This position reports to the Neighborhood Tech Help Program Coordinator in the Community Outreach and Engagement Department and is an integral part of NYPL’s commitment to ensure underserved communities are connected with the Library and have awareness of relevant programs and services. This is a grant-funded temporary position through June 30, 2026.

Requirements

Bachelor’s Degree or 1-2 years relevant work experience
Demonstrated experience in providing excellent customer service to diverse patrons.
Excellent digital and computer skills.
Bilingual or conversational in Spanish required
Ability to demonstrate basic knowledge of current technology platforms and devices, and willingness to learn. Ability to assist others to learn basic digital skills: i.e. related to internet services, computer and device characteristics, and common online services and applications.
Excellent customer service skills. Strong organizational and time management skills with high attention to detail and ability to work on multiple projects simultaneously.
Knowledge of community outreach and engagement in diverse communities and a commitment to DEIA.
Ability to demonstrate excellent interpersonal skills, cultural competency and sensitivity working with diverse customers, coworkers, and community. Ability to establish trust with patrons of varied educational and cultural backgrounds. Interest in empowering older adults, people with disabilities, immigrants, and other vulnerable populations with digital skills and confidence.
Adaptable to changing work environments and ability to creatively solve problems and negotiate and handle stressful situations in a positive manner.
Excellent communication skills both online and in-person —written and verbal—for varied audiences, including public speaking, managing group discussion, classroom management, and listening skills.

Responsibilities

Bring the NTH program to target communities and build community relationships through targeted outreach and one-on-one interactions at a range of outreach events hosted by community partner organizations and in public settings (both indoors and outdoors) such as public housing, city shelters, parks, shopping malls, and recreation centers.
Teach community members about The New York Public Library’s programs and services, including how to get a library card.
Be proactive, informed and helpful when interacting with patrons seeking assistance.
Assess patrons’ access to technology, current digital skill level, connectivity needs, and internet use priorities. If necessary,
Support patrons in troubleshooting for basic digital literacy needs and software/hardware functionality.
Advise patrons about free or affordable home internet service options for which they may qualify, assist patrons to apply for services they choose, and support their efforts to secure service.
Advise patrons about sources of affordable computers or other internet connected devices for which they may qualify, and support their efforts to acquire appropriate devices and where they can get help for repair.
Refer patrons to relevant services or organizations who can support tech needs beyond the scope of NTH.
Teach digital safety precautions
Participate in all required onboarding and skills development opportunities, as determined by the NTH Program Coordinator.
Track program data, keep accurate and timely records, and report outcomes as required.
Assist with maintaining the NTH Playbook and information for referrals to community programs and services.
Provide excellent customer service and support to individuals in diverse communities.
Plan, set-up equipment, and attend scheduled outreach events.
Perform related duties and work on special projects as required.