Digital Navigators - Hartford Public Library. In connection with the CT State Library, Hartford Public Library is launching a grant-funded pilot program titled Digital Inclusion for Older Adults.
We are looking to hire several Digital Navigators, who will work with
community members 55 and older, in person and remotely, to help them
build their digital literacy through technological assistance and
training. These are contracted, part-time, temporary appointments
beginning in the end of October/start of November through July 2022.
Digital Navigators will also help oversee the work of teens and young
adults functioning as Digital Mentors. To learn about the program, and
what our digital navigators will do, visit this link.
Job Overview:
The Digital Navigator provides individualized or small group assistance
to community members 55 and older, who 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 is provided primarily by voice telephone but may
also include email, text, video chat, and other communication methods
that work for the learner.
Responsibilities and Duties:
Receive, return or initiate telephone contact with clients seeking
assistance or identified by HPL for assistance. Discuss with each client
their home internet access or need for home internet access, technology
experiences and their devices. Assess their 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
client. If necessary, advise clients about free or affordable home
internet service options for which they may qualify, assist clients to
apply for services they choose, and support their efforts to secure
service. If necessary, advise clients 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 clients as necessary to use
their home internet services in order to meet their internet use
priorities. This may include both in person, phone, and online
interactions, as well as referral to sources of additional digital
literacy skill training. Track each client’s progress and types of
requests, keep accurate and timely records, and report outcomes as
required. Plan and manage assistance to each client with the goal of
fulfilling the agreed goals. Attend regular meetings with HPL staff and
NDIA consultants. 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.
Requirements: Strong technology skills. Customer service experience. Patience & empathy. High School Diploma. Some college coursework.
Preferred: Teaching experience. Bilingual. Experience helping or working with older adults.
This is a contract position: no benefits, no taxes withheld. 10
hours/week minimum, up to 30 hours/week through July of 2022. Schedules
are flexible and may include evenings and weekends. Pay is $20.00 per
hour. Up to 1,140 hours may be worked during the grant period by any one
Navigator.
Applicants should send a brief cover letter, their
resume, and their availability (days and times they are available to
work) to jstyles@hplct.org.
