Digital Navigator Pear Suite

8 hours ago

Honolulu HI United States HICHW Workforce Development Full time

About the Company : Pear Suite’s care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling various healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.

Title : Digital Navigator

Reports to : Pear Suite’s Community Program Manager

Job Overview : The Digital Navigator acts as a liaison, providing individualized or small group assistance regarding connectivity services, devices, and foundational digital skills. The Digital Navigator provides education to patrons of the Hawaii State Public Library systems so they can build their confidence and competence in resolving technological and digital challenges the learner may encounter. This assistance is provided primarily by voice telephone but may also include in-person, email, text, video chat, and other communication methods that work for the learner.

The Digital Navigator’s work is part of the Hawaii State Public Library’s efforts to increase access to digital literacy and equitable internet access for residents of the state of Hawaii.

Digital Navigator is a full-time position.

Location : Hybrid (Remote/On-Site)

Responsibilities and Duties

  • Receive, return or initiate telephone contact with clients seeking digital navigation assistance.
  • Discuss with each client their home internet access or need for home internet access, technology experiences and their devices.
  • Assess their access to technology, current digital skill level pertaining to what they need to accomplish, connectivity needs, and internet use priorities. Set agreed goals for Digital Navigator services. 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 repair.
  • Coach clients as necessary to use their home internet services in order to meet their internet use priorities. This may include both in-person, phone, and online interactions, as well as 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 Pear Suite platform.
  • Plan and manage assistance to each client with the goal of fulfilling the agreed goals.
  • Other tasks as necessary.

Critical Skills and Aptitudes

  • 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 and humility.
  • 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.

Minimum Qualifications

  • High school diploma or equivalent
  • Access to a working computer
  • Reliable transportation
  • English language skills required; other languages a plus
  • Community Health Worker certificate recommended
  • 1 year experience in community health, teaching, or related fields
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