Digital Navigator, Center for Digital Equity

Job Description
Summary: The Digital Navigator role provides individualized assistance to community members who need affordable home internet service, affordable internet-capable devices, coaching in introductory digital skills, and/or technical support to become effective home internet users. This assistance is provided by voice telephone, video call, email and/or in person at community engagement events.
The Digital Navigator works in a hybrid environment (as an example you could work two (2) days at the main location and three (3) days in the field). This is a full-time benefits eligible position and is expected to continue through June 30, 2026. The Digital Navigator’s work is part of the Center for Digital Equity’s efforts to become the most digitally equitable community in America. This role provides technical support for community members as follows: 
Must be able to find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. 
Must be technically capable and a self-starter with strong organizational and customer service skills. 
Must be able to support events, and work weekends and/or evening hours.
This position reports to the Digital Navigator Program Director for the Center for Digital. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.
Essential Duties and Responsibilities include
Receive, return, or initiate contact with clients seeking assistance.
Discuss with each client their home internet access or need for home internet access, technology experiences, resource needs and their devices.
Assess their access to technology, current digital skill level pertaining to what they need to accomplish the plan, connectivity needs, and internet use priorities. Confirm the details with the client.
If necessary, advise clients about free or affordable home internet service options for which they may qualify, assist clients to apply for services they choose, and support their efforts to secure service.
If necessary, advise clients 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 repairs.
Coach clients as necessary to use their home internet services in order to meet their internet use priorities. This may include referral to sources of additional digital literacy skill training.
Track each client’s progress and types of requests, keep accurate and timely records, and report outcomes as required using the CDE Customer Relationship Management (CRM) system.
Plan and manage assistance to each client with the goal of fulfilling the agreed objectives.
Ensure all aspects of client experiences whether over the phone or in-person are well planned and abide by policies and procedures. Other tasks as necessary
Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
Excellent self-organization, language capacity, and cultural competency
Excellent telephone and online communication skills, including the ability to establish trust with clients of varied educational and cultural backgrounds.
Ability to demonstrate positive attitude, excellent interpersonal skills, cultural sensitivity and a sense of humor in working with diverse customers, coworkers, and community.
Ability to creatively solve problems and negotiate and handle stressful situations in a positive manner
Ability to provide excellent customer service, establish appropriate boundaries with clients, and to demonstrate innovation and flexibility
Ability to comply with confidentiality of protected personal information
Ability to fluently speak Spanish is highly valued in this position
Training will be provided for these topics and more
Non-Essential Duties:
Other duties and special projects may be assigned to meet department and/or university needs.