Digital Navigator- Kenmore

Title: Volunteer Digital Navigator

Reports to: The Digital Navigator will report to Amber Cunningham CIRC Program Manager

Job Overview: The Digital Navigator provides individualized or small group assistance to older adults living in affordable housing that need coaching in introductory digital skills, and affordable home internet service and device access. Onboarding and training provided.

The Digital Navigator’s work is part of CIRC’s initiatives to increase Digital Equity and Literacy among residents. The Digital Navigator is a part-time volunteer position, lasting 6 months with a 4 hour a week in person commitment. Background checks and volunteer agreement are required through CIRC. Schedule is flexible but must occur between business hours of 10am-5pm.

Responsibilities and Duties

• Assess the resident’s access to technology, current digital skill level pertaining to what they need to accomplish the plan, connectivity needs, and internet use priorities. Set agreed goals for Digital Navigator services. Confirm the details with the resident.
• If necessary, advise residents about free or affordable home internet service options for which they may qualify, assist them in applying for services they choose, and support their efforts to secure the service.
• If necessary, advise residents 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 residents as necessary to use their home internet services to meet their internet use priorities. This may include referral to sources of additional digital literacy skill training.
• Track each resident’s progress and types of requests, keep accurate and timely daily records, and report outcomes via established resident surveys.
• As necessary: receive, return, or initiate telephone contact with residents seeking assistance or identified by CIRC.
• Discuss with each resident their home internet access/need for home internet access, technology experiences and their devices.
• Plan and manage ongoing assistance to fulfill the resident’s agreed upon 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.
• 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.