Digital Navigator Lead

About the role

The Digital Navigator Lead plays an essential role in the Office of Innovation and Technology supporting Philadelphia residents with accessing and using technology. The role includes leading and supporting the Digital Navigator Specialists and Communications Director in developing outreach materials, supporting marketing campaigns, and collaborating with internal departments to share success stories, promote digital equity initiatives, and highlight community impact. The role also involves engaging in direct outreach activities to share information about the City’s Digital Navigator Network and promoting OIT digital inclusion initiatives.

Responsibilities

• Assist with leading the Digital Equity team on special projects and support the Digital Navigator Specialists with program development
• 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
• Screens 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, troubleshooting 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 classes 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
• Aid clients in preparing applications and forms for services and, when appropriate, refer applicants to other agencies for assistance or access to resources

Qualifications

• Candidate must have at least 2-3 years providing digital skills support or training to community members
• Must have some understanding of benefits and role of government in administering benefits programs
• Experience managing/leading teams and projects
• Knowledge of Microsoft Office, Google Suite, and other common workplace software
• Creative, motivated and the ability to meet deadlines
• The ability to work alone and in a team setting; excellent customer service skills
• Excellent oral and written communication, critical thinking and problem skills, comfort using technology and teaching others
• 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
• Comfort working in diverse environments and with diverse clients (including families, homeless, ex-offenders, individuals with behavioral/mental health and or substance abuse issues, etc.)
• The ability to maintain confidentiality
• The ability to work nights and weekends is essential
• Familiarity with Northstar Digital Literacy and/or other common digital skills training certifications a plus
• Candidate must have high school diploma or equivalent
• Bi-lingual language skills are preferred but not required

Compensation

Salary Range: $60,000 - $65,000
Starting salary to be determined based on experience and qualifications.

Benefits

• Comprehensive health coverage for employees and their eligible dependents
• Discounted medical plan eligibility
• Paid vacation, sick leave, and holidays
• Generous retirement savings options
• Public Service Loan Forgiveness program participation eligibility
• Free SEPTA Key Advantage Program for eligible employees
• Tuition discounts and scholarships from partnering colleges and universities

Work Setting

In-person (onsite)

Additional Information

Salary Range: $60,000 - $65,000
Starting salary to be determined based on experience and qualifications.
All applications should include the following:
• Cover Letter clarifying your interest and qualifications for the role.
• Resume

We won’t accept or review incomplete applications.

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].