Digital Navigator Lead

Company Description

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

The Digital Navigator Lead plays an essential role in the Office of Innovation and Technology supporting Philadelphia residents with accessing and using technology. The Digital Navigator Lead is a trusted digital support staff and acts as a subject matter expert (SME) on technology benefit programs for Philadelphia residents. The Digital Navigator Lead provides individualized or small group assistance via phone, in-person, text, chat or other methods to those who need affordable home internet service, affordable internet-capable devices, and/or coaching and training in baseline and intermediate digital skills in order to become effective home internet users. 

A key function in this role will be to lead and support the Digital Navigator Specialists and Communications Director in developing outreach materials, supporting marketing campaigns, and collaborating with internal departments to share success stories, promote digital equity initiatives, and highlight community impact. The role also includes gathering resident feedback, tracking engagement metrics, and representing the Digital Equity team at community events to raise awareness of available services. 

Job Description 

Essential Functions

•Assist with leading the Digital Equity team on special projects and support the Digital Navigator Specialists with program development

Receive and respond to phone calls from call center related to Digital Navigation requests. 

• Have a minimum of 10 hours available weekly in the community at designated locations to schedule in-person appointments with residents in need of support.

• Screen residents for eligibility into internet subsidy programs and other related services. 

• Provide 1-on-1 assistance to residents in the following: enrolling in free or low-cost internet service, finding a free or low-cost computer that meets their needs, getting basic technical support, troubleshoot connectivity issues, using online programs and apps, and enrolling in digital literacy training, adult education programs, or workforce programs.

• Maintain expertise on the range of internet, device access, and digital skills offerings in the Philadelphia ecosystem. 

• Interview and assess clients to establish what assistance is needed and to determine their eligibility for benefits or programs. Conduct intake assessments  document services provided and track clients’ progress using OIT software  to  maintain a robust client data system. Consistently document outcomes and services rendered. Locate and correct data entry errors or report them to supervisors. 

• Provide baseline and intermediate level digital skills workshops and class across priority city locations. 

• Engage in direct outreach activities to share information about the City’s Digital Navigator Network and promote OIT digital inclusion Initiatives. 

• Schedule client appointments during direct outreach events and during office days. 

• Assist clients in preparing applications and forms for services and, when appropriate, refer applicants to other agencies for assistance or access to resources. 

Competencies, Knowledge, Skills and Abilities 

• Candidate must have at least 2-3 years providing digital skills support or training to community members 

• Must have some understanding of benefits and role of government in administering benefits programs. 

• Experience managing/leading teams and projects

• Knowledge of Microsoft Office, Google Suite, and other common workplace software. 

Qualifications

• Creative, motivated and the ability to meet deadlines 

• The ability to work alone and in a team setting; excellent customer service skills 

• Excellent oral and written communication, critic