When we discussed project highs and lows with the program managers of the National Digital Navigator Corps (NDNC) cohort, they often mentioned their digital navigators as the best part of their programs and the times they transitioned to new digital navigators as the most challenging. These times of transition led to some great lessons learned about preparing for turnover in the digital navigator position, expanding and scaling work with additional digital navigators, and ensuring consistency across services provided by digital navigators with different levels of experience.
1. Document procedures and offer shadowing when you can.
What do new digital navigators need to know about “the how” of their job? When there is overlap during staff transitions, or when there are multiple digital navigators, have new staff shadow experienced staff. Written processes are helpful for all digital navigators to provide consistent service over time and by various staff members, so it’s a good idea to create some documentation in all scenarios. NDIA’s Digital Navigator Process Explainer is a good place to start. You’ll need to customize it to fit the specifics of your organization. Check out Salt Lake City Public Library’s DN Service Walkthrough as an example.
Sarah Radcliffe, the digital navigator in Computer Reach’s Washington County Project, helped with onboarding and provided shadowing opportunities for the first digital navigator in Computer Reach’s Somerset County Project, expanding the organization’s work in rural areas.
2. Document resources.
Digital navigator programs spend a lot of time and effort on asset mapping and learning how available resources work for their community members, especially during initial program setup. Preserve that knowledge! Even better, create ways for digital navigators to share comments about their personal experiences with the resources because the knowledge gleaned from that experience is invaluable. Some digital navigator programs incorporate these knowledge bases directly into their CRMs or data collection platforms. Others just use a spreadsheet, like the resource guide template.
Forest County, WI’s digital navigator Steve Watson kept his resources in Steve’s Magic Folder of Goodies, which made it easy to share with other digital navigators he meets. Most of the resources he used frequently are tracked in a simple, well-organized document that’s easy to use and update. The folder also includes marketing materials he’s created for others to duplicate as they like. Don’t forget to keep these kinds of resources handy, too!
3. Document interactions with clients.
When programs expand or have staff turnover, it might be necessary for existing clients to work with a new digital navigator. Good documentation of work with previous digital navigators helps the newly assigned digital navigator know where to start and keeps those community members from feeling like they’re completely starting over.
Leo Wallahee took over the digital navigator position at Cayuse Native Solutions after the departure of another excellent digital navigator, Mel Broncheau. There was a gap in digital navigator services during the hiring process, so the digital navigator program team contacted clients to let them know there would be a delayed response to their requests. In the meantime, client requests were welcomed so the new digital navigator would know to contact them upon onboarding. When Leo started the position, he answered requests received during the downtime and followed up with Mel’s past clients to let them know he was available. Using Mel’s notes, he had a good sense of the support they might need without asking them to report everything they had worked on previously. Deb Croswell, Executive Managing Director for Cayuse Native Solutions and program manager for their NDNC project, has one piece of advice for others preparing for a potential gap in their digital navigator staff: “Document everything.”
4. Document partnerships.
Partnerships are essential for strong digital navigator programs, take time and effort to establish, and often rely on the knowledge and experience of an individual. Don’t forget to document them! This can be as simple as creating a list of organizations and locations that digital navigators have worked with, along with key contact names and information. After that good start, add other helpful information like details of activities with the partner (e.g., office hours in their community room every second Monday afternoon), examples of what hasn’t worked well in the past (e.g., tried doing presentations during lunch but residents were annoyed to have lunch interrupted), and attempted partnerships or contacts that have not been fruitful.
5. Proactively break down silos.
Digital navigators who do well become increasingly independent in their work. They were given more responsibility and less oversight, and their institutional knowledge became siloed, especially when they were the only digital navigator in their organization. We recommend increasing internal communication between digital navigators and other organizational staff, including other digital navigators, supervisors, and program staff on other projects. It’s easier to keep additional people in the loop than to help someone catch up during a time of staff transition, and it keeps the digital navigator from becoming isolated.
Some programs like Pueblo of Jemez and Digital Connect Initiative broke down silos by training their whole staff as digital navigators. This meant anyone could help with group classes, cover staff absences, and explain the program meaningfully to community members.
Beyond preparing for potential staff transitions and program expansions, good documentation makes work consistent and easier over time, adds internal transparency to the program, and allows for tracking progress. Doing these things sooner means seeing those benefits sooner! And doing them sooner will prevent you from being caught off-guard if it becomes time to onboard a new digital navigator. So get started today!
How do you document your digital navigator program’s processes, resources, and partnerships? How does your team prevent information silos? What do you do to prepare for digital navigator succession and program expansion? Share with us at [email protected]!
This blog is one in a series about lessons learned from the National Digital Navigator Corps. Find more practical tips in the Digital Navigator Program Toolkit.
Connect with NDIA’s community of practice by joining NDIA and the Digital Navigator Working Group.