Digital Navigator

ConnectLakeCounty

DIGITAL NAVIGATOR POSITION PROFILE

Who We Are: ConnectLakeCounty works to reduce the digital divide in Lake County, IL. We believe access to the internet is a necessity and a basic right. Our goal is to identify and implement solutions that ensure the under-resourced residents of Lake County, IL can successfully engage with technology to improve the quality of their life in four primary areas: Economic Stability, Healthcare Access and Outcomes, Education Access and Attainment, and Social, Emotional and Community Support.

Our work focuses on the activities necessary to eliminate digital inequity. We strive to: Deliver programs and services that increase internet subscriptions, device ownership, digital skill building and access to tech support; Establish efficient, scaled access solutions including apartment and public Wi-Fi; and Increase awareness by engaging at local, state and national levels.

Job Overview: An outgoing and empathetic Spanish speaking community advocate, the Digital Navigator (DN) provides individualized and small group assistance to residents who need affordable and reliable internet service, internet-capable devices, and digital skills coaching. Oftentimes the DN helps residents access valuable community resources such as healthcare education and services, employment counseling, housing opportunities, and more.

This assistance is provided primarily in general meetings and one-on-one conversations and consultations, and will include email, text, video chat, and other communication methods that work for the learner.

The Digital Navigator's work is part of ConnectLakeCounty’s effort to ensure all Lake County residents and communities are empowered and lifted by the opportunities that technology provides.

The DNis a full-time, field-based position with flexible hours, reporting to the Lead Digital Navigator. The Digital Navigator will assist residents and community-based organizations throughout Lake County.

Responsibilities and Duties

· Provide support to clients seeking assistance through in-person meetings, phone, and/or online.

· Assess clients' technology access (internet and device) and digital skills to develop a customized "Connect" plan including the following:

• Recommendations for quality free or affordable home internet service options
• Resources for affordable computers or other internet connected devices as well as device repair
• Workshop opportunities for increased digital fluency

· Coach clients as necessary to use home internet services as a primary means of accessing the internet

· Track each client's progress in the ConnectLakeCounty CRM (HubSpot) keeping accurate and timely records

· Plan, prepare and lead digital skills workshops

· Present a unified voice for digital inclusion practices and programs in the community consistent with ConnectLakeCounty initiatives

· Serve as a ConnectLakeCounty expert on national and local panels and committees, at events and within the communities served

· Conduct appropriate research to track the evolving changes in the Affordable Connectivity Program and local provider programs and benefits

· Foster relationships with community-based organizations and anchor institutions

· Create content for outreach materials, social media, and web updates

· Plan and attend community outreach events

· Other work as necessary

Critical Skills and Aptitudes

· Excellent oral and written communication skills with attention to providing personalized customer service by respectfully listening to others to gain full understanding of issues

· Passion for community outreach work; invested in making trusted connections with clients

· High degree of self-organization, language capacity and cultural competency

· Exercises extreme attention to detail at all times

· Presents information in a clear and concise manner; appropriately adapts message, style, and tone to accommodate a variety of audiences

· 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

· Ability to creatively problem solve and work through stressful situations in a positive manner

· Ability to work independently and pivot when necessary

· Able to prioritize tasks in order of value and urgency, allocating time and resources effectively based on appropriate priorities

· Sets and achieves goals, working in a way that meets deadlines and standards

· Ability to adapt to change and evolution of role and organization

· Ability to quickly learn new technology

Minimum Qualifications:

· High school diploma required, college degree preferred

· Must have experience working in Lake County communities. This can include residency, advocacy, volunteering, or community organizing

· Spanish fluency – Must speak, read and write

· Valid driver's license and access to a reliable personal vehicle

· Flexibility to work evening and some weekend hours

· Ability to travel between a variety of locations during the work day

· Proficient in Microsoft Office Suite or Office 365, Google Workspace, and Zoom. Experience using various internet-capable devices: smartphones, tablets, laptops, etc. Familiarity with different operating systems: iOS, Android, MacOS, and Windows.

· Ability to stand for extended periods of time and lift items more than 10lbs

Salary and Benefits

· Salary is $50,000

· Employer provided medical and dental insurance with up to $500 of premium paid by ConnectLakeCounty

· 10 vacation and 3 personal days each year

· 11 paid holidays

· Office closed week between Christmas and New Years – with full pay

· $50 per month transportation stipend

· ConnectLakeCounty will provide an employer owned laptop and mobile phone

Job Type: Full-time

Schedule:

• 8 hour shift
• Evenings as needed
• Weekends as needed

Ability to Relocate:

• Lake County, IL: Relocate before starting work (Required)

Work Location: On the road