Digital Navigator Lead

City of Philadelphia; Philadelphia (Philadelphia County); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Comprehensive health coverage

Paid vacation, sick leave, and public/

Public Service Loan Forgiveness

Free SEPTA rides

Tuition discounts

Job summary

City of Philadelphia’s Office of Innovation & Technology (OIT) seeks a Digital Navigator Lead to guide residents in accessing affordable home internet, devices, and digital skills training. You will mentor Digital Navigator Specialists, develop outreach materials, and partner with city departments to share impact and resources.

The role requires 2–3 years of digital skills support experience, strong customer service, and comfort teaching others.

Qualifications

• 2-3 years of digital skills training or support experience.
• Understanding of benefits programs and government role in administering them.
• Knowledge of Microsoft Office, Google Suite, and common workplace software.
• Bi-lingual language skills preferred but not required.

Responsibilities

• Lead the Digital Equity team on special projects and support program development.
• Answer calls from the call center related to Digital Navigation requests.
• Schedule 10+ hours weekly for in-person resident appointments at designated locations.
• Screen residents for eligibility into internet subsidy programs and related services.
• Provide 1-on-1 assistance enrolling in internet services and digital skills training.
• Maintain expertise on internet access and digital skills offerings in the ecosystem.
• Document outcomes and track services rendered in the client data system.
• Lead baseline and intermediate digital skills workshops across priority city locations.
• Engage in direct outreach to promote the Digital Navigator Network and initiatives.
• Schedule client appointments at outreach events and office days.

Skills

Digital skills training

Customer service

Microsoft Office

Google Suite

Bilingual preferred

Education

High school diploma or equivalent

Northstar Digital Literacy certification

Job description

• Compensation: USD 50,000 - USD 60,000 - yearly

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.

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.

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.

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, critical thinking and problem skills, comfort using technology and teaching others
• Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
• Comfort working in diverse environments and with diverse clients (including families, homeless, ex-offenders, individuals with behavioral/mental health and or substance abuse issues, etc.).
• The ability to maintain confidentiality.
• The ability to work nights and weekends is essential.
• Familiarity with Northstar Digital Literacy and/or other common digital skills training certifications a plus.
• Candidate must have high school diploma or equivalent.
• Bi-lingual language skills are preferred but not required

Other Specialties, Certifications, Physical Requirements, and Work Conditions

• Regular, predictable attendance is required
• This position requires travel across the city to multiple locations within a work week.
• This position operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
• Exertion of physical strength to lift, carry, push, pull, or otherwise move objects up to 10 pounds. Work involves sitting most of the time. Walking and standing is often necessary in carrying out job duties
• Successful candidate must be a city of Philadelphia resident within six months of hire

Additional Information

Salary Range: $60,000 - $65,000

Starting salary to be determined based on experience and qualifications.

Work Setting: in-person (onsite)

Discover the Perks of Being a City of Philadelphia Employee:

• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
• Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [e-mail].