Digital Navigator

Action for Boston Community Development, Inc.; Cambridge (MA); On-site; USD 37,000 - 50,000; Full time

Benefits offered by this job

Health benefits

Job summary

Action for Boston Community Development, Inc. seeks a Digital Navigator to assist clients with information and access to affordable internet and devices, and to coach digital skills.

The role focuses on clients in Roxbury and surrounding communities, contributing to inclusive digital equity and workforce readiness. The position requires a high school diploma or equivalent, with customer service experience preferred.

Qualifications

• High school diploma or equivalent (up to 12 months of experience).
• Experience in a career center, call center, retail, or related field preferred.
• Strong customer service and boundary-setting abilities.
• Ability to work with diverse populations and manage high-stress situations.
• Bilingual skills preferred.

Responsibilities

• Assist clients with information on affordable internet and digital services.
• Assess clients' internet access needs and digital skills.
• Advise and help apply for affordable internet service and devices.
• Track interactions and report outcomes.
• Assist in delivering MassHire Google Certificate Program.
• Perform other duties as assigned.

Skills

Customer service

Bilingual

Diversity awareness

Stress management

Education

High school diploma or equivalent

Job description

Department: Education, Training, and Youth Services

Location: Roxbury - Malcolm X Boulevard

Compensation: $23.97 / hour

Description

The MassHire Career Centers connect qualified job seekers with employers, providing the tools and resources needed to start a career, increase skills or find a new job. The Digital Navigator provides assistance to clients who need information and/or access to affordable internet service, affordable internet‑capable devices, and/or coaching in introductory digital skills to become effective internet users. If you are passionate about community development, possess the required skills, we invite you to apply.

Key Responsibilities

• Receive, return, or initiate contact with clients in need of information regarding affordable internet and other digital services.
• Discuss with each client their internet access or need for internet access, technology experiences, and other digital devices.
• Assess clients’ access to technology, customer digital skill level pertaining to what the customer needs to accomplish their connectivity needs and internet use priorities.
• Advise clients about free or affordable internet service options for which they may qualify, assist customers in their efforts to apply for affordable internet service, and support their efforts to secure service.
• Advise clients about sources of affordable computers or other internet for which they may qualify, and support their efforts to acquire appropriate devices, and where they can obtain assistance for computer/device repair.
• Coach clients, as necessary and appropriate, in the use of internet services to meet their internet use priorities. This may include referral to sources of additional digital literacy skill training.
• Track each interaction including clients’ progress in meeting their stated objectives keeping accurate and timely records, and report outcomes as required.
• Assist in the delivery of the MassHire Career Center Google Certificate Program.
• Perform other related duties as assigned from time to time.

Skills, Knowledge and Expertise

• A minimum of a high school diploma, or equivalent and up to 12 months of experience required.
• Experience working in a career center, call center, retail environment, or other related field is preferred, but not required.
• Ability to provide excellent customer service, establish appropriate boundaries with customers, and to demonstrate innovation and flexibility.
• Demonstrated ability to work sensitively with people from diverse backgrounds and manage high stress situations while demonstrating sound decision making.
• Bilingual skills are preferred, but not required.

Expected Salary: $43,625.40 per year ($23.97/hour) – Salary scales are set according to an explicit compensation policy and relevant market data. Due to funding restrictions and our strong focus on internal parity, this salary is thoughtfully aligned with the duties expected for this role, and offers are firm.

Why Work Here

• Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.
• Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.
• Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.
• Comprehensive Benefits: At ABCD, we take care of our own, providing a competitive benefits package, including health coverage and retirement plans.
• A Legacy of Impact: Join an organization that boasts a legacy spanning over half a century, consistently championing the rights and needs of our community's most vulnerable.
• Teamwork & Camaraderie: Be a part of a passionate team, united in their mission to combat poverty, and ensure every individual can reach their fullest potential.