Digital Navigator Specialist

The Digital Navigator Specialist plays an essential role in the Office of Innovation and Technology supporting Philadelphia residents with accessing and using technology. The Digital Navigator Specialist is a trusted digital support staff and acts as a subject matter expert (SME) on technology benefit programs for Philadelphia residents. The Digital Navigator provides individualized or small group assistance via phone, in-person, text, chat or other methods to those who need affordable home internet service, affordable internet-capable devices, and/or coaching and training in baseline and intermediate digital skills in order to become effective home internet users. The Digital Navigator Specialist establishes, maintains, and shares current information with community partners and clients to ensure residents are aware of available services.  The Digital Navigator Specialist is committed to serving any resident of Philadelphia, ensuring that anyone in the community who needs access to these services can get it.Essential Functions Receive and respond to phone calls from call center related to Digital Navigation requests.  Have a minimum of 10 hours available weekly in the community at designated locations to schedule in-person appointments with residents in need of support. Screen residents for eligibility into internet subsidy programs and other related services.  Provide 1-on-1 assistance to residents in the following: enrolling in free or low-cost internet service, finding a free or low-cost computer that meets their needs, getting basic technical support, troubleshoot connectivity issues, using online programs and apps, and enrolling in digital literacy training, adult education programs, or workforce programs. Maintain expertise on the range of internet, device access, and digital skills offerings in the Philadelphia ecosystem.  Interview and assess clients to establish what assistance is needed and to determine their eligibility for benefits or programs. Conduct intake assessments  document services provided and track clients’ progress using OIT software  to  maintain a robust client data system. Consistently document outcomes and services rendered. Locate and correct data entry errors or report them to supervisors.  Provide baseline and intermediate level digital skills workshops and class across priority city locations.  Engage in direct outreach activities to share information about the City’s Digital Navigator Network and promote OIT digital inclusion Initiatives.  Schedule client appointments during direct outreach events and during office days.  Assist clients in preparing applications and forms for services and, when appropriate, refer applicants to other agencies for assistance or access to resources.  Participate in outbound text and phone banking campaigns to residents identified as needing digital access information or services.  Participate in on-going professional development trainings—both voluntarily and mandatory, such as in-services, staff meetings, conferences, etc.  Willing to connect to translation services during calls and appointments with Limited English Proficient (LEP) residents utilizing language access lines.  Stay abreast and inform Philadelphia residents of policy changes and implications as they relate to vulnerable populations. Competencies, Knowledge, Skills and Abilities  Candidate must have at least 1-2 years providing digital skills support or training to community members  Must have some understanding of benefits and role of government in administering benefits programs.  Knowledge of Microsoft Office, Google Suite, and other common workplace software.