Digital Navigator

Posting Details
Position Information
Posting Number
S24049P
Posting Date
10/30/2023
Closing Date
11/17/2023
Title
Community Outreach Worker
Working Title
Digital Navigator
Salary Range
$50,000 Per Person
Employee Class
Civil Service
Department
Geography, Sociology, History, Anthropology & African American Studies
Full-time/ Part-time
Full-time
Specialization
Hours Per Week
37.5
Standard Work Week
Monday through Friday, some evening and weekend hours
Job Summary
The Digital Navigator works in close collaboration with the Project Manager, Project Coordinator, and Principal Investigator to advance the Chicago State University's mission by providing individualized or small group assistance to Illinois residents and community organizations that need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills in order to become effective home internet users. This assistance will be provided primarily in-person or by voice telephone but may also include email, text, video chat, in-person, and other communication methods that work for the learner in English or another language, as appropriate to the assignment.
The Digital Navigator will also work closely with the navigator program at Northeastern Illinois University, as well as other education and community partners to deliver the digital navigation technical assistance to eligible individuals, from early learners to seniors, residing in the zip codes and census tracts identified in the grant funding this initiative.
Job Description
Duties and Responsibilities:

• Receive, return, or initiate telephone, email or in-person contact with Illinois residents and community organizations seeking assistance or identified by CSU, NEIU, UIC, GSU, Illinois Broadband Lab, or Illinois Innovation Network for assistance.
• Confirm eligibility for program services, from informational services to everyone to technical assistance for those residing in the eligible geographic area.
• Assess their access to technology, current digital skill level pertaining to what they need to accomplish the learning plan, connectivity needs, and internet use priorities. Work with community members to identify and agree upon goals for Digital Navigator services. Confirm the details with the resident.
• Coach, train, and guide residents individually or in group settings on how to use their home internet service to meet their day-to-day needs (i.e., creating an email account, applying for a job, participating in virtual learning, etc.). This may include both in-person, phone, and online interactions, as well as referral to sources of additional no-cost digital literacy skill training offered in their community at non-profits, community-based or faith-based organizations, government departments, or other institutions. Serve as a trusted, supportive, and empathetic resource for community members as they build confidence in their digital skills.
• Work collaboratively with community organizations, local government, anchor institutions, and other service providers to coordinate and provide information and training at their facilities to their members/clients/customers.
• If applicable, provide training at an agreed upon training site or location other than a community anchor institution.
• If applicable, advise residents about free or affordable home internet service options for which they may qualify (such as ACP), assist clients to apply for services they choose, and support their efforts to secure service. Help them navigate enrollment processes from start to finish.
• If applicable, 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. If applicable, advise residents about financial digital literacy and connect them with the Illinois Comptroller's Bank On program.
• Track types of requests through a uniform system, as well as each resident's progress toward goals. Keep accurate and timely records, and report outcomes as required. Proactively follow up with residents.
• Plan and manage assistance to each resident with the goal of fulfilling the agreed-upon Goals.
• Coordinate and collaborate with the local digital equity leadership entity for the region or area of service to deliver grant-funded services.
• Complete and remain current on internet safety training to be able to advise community members at a basic level on how to stay safe and avoid scams.
• Follow safety protocols.
• Maintain the confidentiality of client information.
• Other tasks as necessary or as assigned by the Principal Investigator, project manager, navigator lead, or direct supervisor.

Minimum Qualifications

1. Familiarity with the basic digital literacy functions, such as:
   • software, email, social media, online form completion, and internet
   • knowledge of secure internet practices
   • operation of a variety of equipment including smartphones, tablets, desktop, and laptop computers
   • general awareness of Microsoft operating system and internet browser navigation
   • basic skills in troubleshooting technology
   • basic skills in online research
2. 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.
3. Excellent self-organization, language capacity, and cultural competency.
4. Excellent telephone and online communication skills, including the ability to establish trust with clients of varied educational and cultural backgrounds.
5. Ability to demonstrate positive attitude, excellent interpersonal skills, empathy, patience, cultural sensitivity and a sense of humor in working with diverse customers, coworkers, and community.
6. Ability to creatively solve problems, negotiate, and handle stressful situations in a positive manner.
7. Ability to provide excellent customer service, establish appropriate boundaries with clients, and to demonstrate patience, compassion, innovation, and flexibility.
8. Ability to navigate adeptly in the census tracts and zip codes targeted under this funding opportunity, including a working knowledge of the community anchor institutions, commercial sectors, non-profit organizations, and government agencies working in the geographic area.
9. Familiarity with government assistance programs for low income and lower-income persons experiencing or having experienced specific needs.

Preferred Qualifications

1. Associate or bachelor's degree in communications, information technology, social work, or certification training and/or experience in a related field
   to the position duties.
2. Bilingual individuals are encouraged to apply (in particular Spanish, Polish, Arabic, Tagalog, or Chinese)
3. Knowledge of common software/applications such as Microsoft Office and Google Suite
4. Intermediate experience with navigating:
   • Windows and Apple computers
   • Android and Apple smartphones/tablets
   • Microsoft Office (Word, Excel, PowerPoint, Outlook)
   • Google Applications (Docs, Sheets, Slides)
   • Zoom Video Chat/Screen Sharing
5. Job experience and/or coursework in computer technology, software applications and troubleshooting, multimedia, Internet research, teaching, or training
6. Knowledge or experience with the Affordable Connectivity Program (ACP) application process
7. Knowledge or experience with digital financial literacy
8. Knowledge or experience working with long-term unemployed, single parents, immigrants and migrants, and returning residents.
9. Knowledge or experience of government and charitable assistance programs, including financial, housing/shelter, heating, food, childcare, transportation, public health, mental health, violence prevention, crisis intervention, and other similar services.
10. Lived experience of unemployment, single parenthood, immigrant or migrant status, or re-entry.

Knowledge, Skills and Abilities

1. Knowledge of the community and resources as defined by the specific program.
2. Knowledge of principles and processes for providing customer and personal services.
3. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
4. Knowledge of clerical procedures and systems (word processing, spreadsheet software, etc.).
5. Skill in service orientation - anticipating, recognizing, and meeting others' needs.
6. Skill in active listening.
7. Skill in analyzing situations and finding workable solutions (critical thinking).
8. Skill in being organized and detail oriented.
9. Ability to engage and establish rapport with people from varied ethnic/social/economic backgrounds.
10. Ability to communicate clearly, both verbally and in writing.
11. Ability to prioritize, and to manage time effectively.
12. Ability to work independently and as part of a team.

Additional Applicant Information
Physical Requirement/ Demands
Work Environment
In person, remote online, in person at local community organizations.