Digital Navigator – Texas – Hybrid

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January 1, 2025 Start Date (Hiring 2 regional positions)

Counties Served: Williamson, Travis, Caldwell, Bastrop, Hays, Comal, Bexar (Hiring 2 positions, candidate must be located in or near these counties). Travel will be expected in this role across the primary counties served.

Reports to: Digital Navigators will report to the Lead Digital Navigator and Texas Senior Program Manager.

Job Overview: The Digital Navigator provides in-person, virtual, and hybrid support to community members through individualized or small group assistance, to community members at regionally distributed partner sites. Navigators will attend events (such as public benefits enrollment or device distribution), assist with internet adoption and researching affordable service providers, train constituents on 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 in-person assistance, but may also include video calls and voice telephone, email, text, and other communication methods that work for the learner/ community partner. Travel will be expected in this role across the primary counties served.

The Digital Navigator’s work is part of CTN’s efforts to provide training and support to achieve equitable access to inclusive and diverse content and technical support and equitable internet access for our communities through working with Digital Equity Partners, Community Partners, and other Program Partners.

Digital Navigator is a full time, salaried position.

Duties & Responsibilities

Community Support Coordination: Provide in-person, virtual, or hybrid assistance to community members at regionally distributed partner sites, tailoring support to individual or small group needs.
Event Participation & Assistance: Attend and/or lead community events such as public benefits enrollment or device distribution, support internet adoption efforts, and research affordable service providers.
Training & Coaching: Train community members on the use of affordable internet-capable devices and coach them in introductory digital skills to become effective home internet users. Support navigator staff in similar capacities.
Communication & Outreach: Utilize various communication methods—video calls, voice calls, email, text, and in-person assistance—to support learners and community partners effectively.
Program Alignment: Contribute to CTN’s mission by working with Digital Equity Partners and other Program Partners to provide training and support, ensuring equitable access to diverse content, technical support, and internet services.
Other duties and tasks as necessary.
Core Competencies and Critical Skills

Community Engagement:
Understands the assets and needs of the communities served.
Has the ability to build trust within the community.
Exhibits cultural competency, including strong language capacity and sensitivity to diverse backgrounds.
Teaching and Communication:
Has the ability and desire to teach an identified audience.
Demonstrates excellent telephone and online communication skills, building trust with clients from diverse educational and cultural backgrounds.
Conducts themselves in an approachable and respectable manner.
Problem-Solving and Adaptability:
Creatively solves problems.
Can negotiate and handle stressful situations in a constructive manner.
Shows innovation and flexibility in service delivery.
Technological Proficiency:
Digitally literate and comfortable with technology.
Eager to learn and teach basic technological concepts related to internet services, devices, and common online applications.
Knowledgeable about resources for funding, connectivity, technical help, devices, and digital literacy.
Time and Resource Management:
Efficiently manages time and resources to maximize productivity and support.
Maintains excellent self-organization and manages multiple tasks effectively.
Interpersonal Skills:
Maintains a positive attitude, excellent interpersonal skills, and a sense of humor when working with a diverse range of customers, coworkers, and community members.
Provides outstanding customer service and establishes appropriate boundaries with clients.
Duties & Responsibilities Breakdown:

Outreach (20%)

Receive, return or initiate contact with clients seeking assistance or partners identified by CTN 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.
Info Sessions / Debriefs (10%)

Deliver info sessions to existing and prospective partners and community groups
Facilitate virtual Workshop/Debriefs as needed for capacity building cohorts.
Event Assistance (10%)

Attend community events to communicate program information
Help partners prepare promotional and outreach materials for programs
Work with partners to survey community members to understand needs, interest and availability to participate in the program
Keep partner contact information up-to-date
Communicate partner community issues, updates, and program goals with CTN staff
Training (25%)

Communicate remotely and in-person with learners, managers, and teammates.
Learn the digital literacy curriculum and be able adapt it to the needs of specific learners.
Make phone calls to establish contact with learners, schedule classes, and assess their digital skills.
Deliver training in-person / hybrid / virtual dependent upon partner needs. Individual or group sessions in Central & South Texas.
Report your success and learner progress using online digital tools
Follow an established digital literacy curriculum for various devices
Adjust curriculum to address identified needs within a group of learners with cultural responsiveness
Identify program delivery updates and adjustments for future learners
Evaluation and Data Collection (20%)

Review instructor reports for referred learners and follow up as needed
Develop, track and evaluate program impact
Collect and report additional data as needed
Assist in preparation and submission of program development, impact and delivery reports
Review processes for greater efficiency and effectiveness
Reporting (10%)

Provide reporting from evaluations for each event, collect data in weekly and monthly reports.
Administrative Duties as needed (other duties as assigned) (10%)

Will assist digitalLIFT team with all other duties as assigned
Salary: $46,500 + Benefits Full time

Essential Qualifications:

Excellent written and oral communication skills in English.
High School or GED certificate, with some college-level coursework or equivalent experience.
One year of customer support, office, or nonprofit experience.
Independent work capability with regular remote supervisor communication.
Proficiency with office productivity software (Word, Excel, Google Docs, Sheets, etc.).
Reliable transportation for work across Central Texas.
Legal eligibility to work in the United States.
Fluency in English required, bilingual a plus.
Preferred Qualifications:

Knowledge of word-processing, spreadsheet, and database software.
Basic troubleshooting skills for hardware and software issues.
Excellent customer service and basic technical support skills.
Effective independent work and accurate data entry.
Valid driver’s license, motor vehicle liability insurance, personal injury insurance, and reliable transportation.
Ability to secure and maintain a favorable background investigation.
Ideal Applicant Will Possess:

Bilingual skills (preferable Spanish)
Strong interest in CTN’s mission.
Excellent organizational skills and attention to detail.
Exceptional communication skills, cultural sensitivity, and ability to handle high-stakes conversations.
Ability to manage multiple priorities and remain calm under pressure.
Independent problem-solving skills and flexibility.
Compensation:

Temporary, full-time, 40 hours/week until December 2026, with potential for extension.
Salary: $46,500 + benefits.
90% health, dental, and vision insurance coverage; 50% for dependents.
10 paid holidays.
Paid winter break between Christmas Eve to New Year’s Day.
10 vacation days in the first year, increasing to 15 days in the second year.
16 hours of floating holiday time.
Up to 15 days of paid sick leave.
401k retirement plan.
Flexible work schedule.
Paid professional development opportunities.
How to Apply:

Job open until filled. CTN aims to onboard this position as soon as possible.
Apply through Gusto.
No phone calls, please.