Digital Navigator

1 month ago

Cleveland, Ohio, United States Ashbury Community Services Inc Full time
Job Overview

The Digital Navigator plays a vital role in bridging the digital divide in our inner-city communities by providing individualized or small group assistance to program participants who need affordable home internet service, internet-capable devices, and/or basic digital literacy training and tech support.

The Navigator will also be responsible for monitoring the ASC3 Hotline for Internet Information and Digital Navigator Google Voice account, answering and forwarding questions regarding computer and internet connectivity.

Key Responsibilities:

  • Assist clients via telephone, email, and in-person (1-on-1 and in a classroom setting).
  • Conduct adult basic digital literacy courses, remotely and in-person.
  • Monitor ASC3 Hotline for Internet Information (HII) and Digital Navigator Google Voice account: return technical support phone calls, provide referrals, etc.
  • Provide 1-on-1 support to clients with specific tech support needs, remotely and in-person.
  • Direct community members to relevant resources, navigate them through online processes such as appointment scheduling, voting registration, virtual payments, government assistance applications, etc.
  • Develop relationships with community members by providing 1-on-1 attention, over multiple sessions, if necessary.
  • Travel to various training and support sites, as required.

Critical Skills and Aptitudes:

  • Excellent telephone, online, and in-person communication skills.
  • Ability to work and establish trust with diverse client populations.
  • Excellent understanding, sensitivity, and patience with clients who may require repeated instructions or interactions to solve issues.
  • Proficient in Microsoft apps, Google apps, Zoom and other virtual platforms.
  • Basic knowledge of operating systems such as Linux, Mac OS, Windows, iOS, Chrome OS and Android.
  • Basic knowledge of internet connectivity, routers, hotspots, and local ISPs.
  • Ability to provide excellent communication, establish appropriate boundaries with clients, and demonstrate innovation and flexibility.
  • Basic knowledge of PC, tablet and smartphone hardware, software, and peripheral connectivity.
  • Proficient with passwords, online safety, and privacy management.
  • Excellent public speaking and teaching skills.
  • Ability to handle inventory up to 30lbs.
  • Ability to travel independently as necessary to service program deliverables (must have car).

Education:

  • HS Diploma/ GED Equivalent (Required)
  • Northstar Digital Literacy Certification (Attainable Upon Offer)
  • College education/ coursework (Preferred)

Experience:

  • Classroom instruction or equivalent experience: 3-5 years (Required)
  • Technical support: 1 year (Preferred)
  • Experience working with mature adults and seniors (Strongly Preferred)
  • Bilingual (Spanish) is a plus.

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