Digital Navigator

Denver Public Library in Denver, CO, is hiring two full-time Digital Navigators, who will provide individualized or small group assistance to community members who need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills in order to become effective technology users. This assistance is provided primarily in-person or by telephone, but may also include email, text, video chat, and other communication methods that work for the learner. These positions are currently limited term through 2024, but we hope to convert them to permanent positions afterwards. The positions will start at $25/hour.

These Navigators will join our three existing Digital Navigators working in the Digital Inclusion Department, performing one-on-one help at multiple branches across the DPL system and at trusted community partner sites, and working closely with our Mobile Services Department to provide tech help as part of the DPL Bookmobiles’ regular visits to outreach sites across the city. The Digital Navigators’ work is part of the Denver Public Library’s efforts to bridge substantial gaps in access to internet, devices, and tech training for Denver communities like immigrants and refugees, people experiencing homelessness, non-English-speaking communities, and low-income households.

You’ll be working to establish relationships of trust with community members referred to you by both DPL staff and community partners. Meeting with them one-on-one, you will work together to determine clients’ personal connectivity needs and goals, such as affordable home internet, devices, and/or general or application-specific skills. You’ll present options and formulate a plan with each client, and then work with that individual toward the accomplishment of that plan.

Some of that work may look like advising community members about free or affordable home internet service options and assisting them to apply. Sometimes you’ll advise clients about sources of affordable devices and support their efforts to acquire or repair them. You will help the customer through the process of both qualifying for and applying Affordable Connectivity Program benefits, which can mean time on the phone with customer service representatives.

Most of your time will be spent providing one-on-one digital literacy support through in person, phone, and online interaction, as well as referral to sources of additional digital literacy skill training. Because so much of our life is spent online, you’ll also be helping a lot with filling out forms and applications, working with our Community Resources team to refer customers who need resources on housing or benefits.

You’ll check in with clients to verify that they are connected to needed resources, and administer surveys and conduct evaluation to determine project success. Through it all, you’ll track each client’s progress and types of requests, keep accurate and timely records, and report outcomes as required.

About You:
We are looking for someone passionate about teaching and empowering their community, who has experience building relationships with a diverse range of people, and who is willing to learn new tools and technology. This position will require travel to and working out of multiple locations, working closely with staff across the DPL system as well as our community partners. Our target populations often live unstable lives and can share hard stories: you are able to balance empathy and boundaries, respect customer privacy, and are willing to develop your own practice of self-care. Applicants who are bilingual and/or who have preexisting relationships and experience in target communities (west, north, and far-northeast Denver in particular) are strongly preferred. Our ideal candidate will:

• Enjoy teaching people new skills and problem-solving with others.
• Have excellent telephone and online communication skills, including the ability to establish trust with clients of varied educational and cultural backgrounds.
• Demonstrate positive attitude, excellent interpersonal skills, cultural humility and a sense of humor in working with diverse customers, coworkers, and community.
• Ability to understand and clearly communicate basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
• Ability to creatively solve problems, and negotiate and handle stressful situations in a positive manner.
• Ability to embrace the challenge of learning new tools, software and technology.
• Ability to provide excellent customer service and to demonstrate innovation and flexibility.
• Ability to establish appropriate boundaries with clients with care and empathy, and interest in developing skills to ameliorate secondary trauma and burnout.
• Ability to work in a physically demanding environment with continuous lifting of objects weighing up to 75 lbs and moving heavy carts in tight spaces. Some of this work is done in an outdoor environment. 

Full job listing and application can be found here.

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.