Digital Navigator - Temporary Position

Nelib; Cambridge (MA); On-site; USD 52,000 - 66,000; Full time

Job summary

Nelib is seeking a Digital Navigator for Cambridge Public Libraries to deliver personalized digital literacy assistance and technology instruction under the Digital Equity Initiative. This temporary, term-limited role supports patrons in accessing affordable internet, devices, and digital skills through library programs and one-on-one coaching.

Under the Digital Equity Manager, you will help design curricula, coordinate program logistics, and promote services across seven Cambridge Public

Qualifications

• A bachelor's degree or coursework beyond high school level.
• Experience in teaching, technology instruction, event planning, or library programming.
• Commitment to equity and inclusive service delivery.

Responsibilities

• Deliver personalized digital literacy assistance to patrons of all ages.
• Instruct patrons in using library digital resources and technology tools.
• Provide basic tech support and troubleshooting during hands-on learning sessions.
• Record inquiries and track support requests in the Ticketing system.
• Support digital literacy programs and coordinate event logistics.
• Engage with the community to promote digital equity initiatives and services.
• Collaborate with staff across library branches and city departments to run programs.
• Assist with reporting, statistic collection, and special projects as needed.

Skills

Digital literacy instruction

Patron instruction

Customer service

Technical support

Public speaking

Diversity & equity

Education

Bachelor's degree or coursework beyond high school

Tools

Ticketing system

AV equipment

Live streaming

Job description

This temporary term-limited position will be available through June 30, 2029.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Under the guidance of the Digital Equity Manager, the Digital Navigator plays a crucial role in bridging the digital divide within Cambridge by delivering personalized assistance and instruction to community members seeking affordable home internet, internet-capable devices, digital literacy training, tech support, and troubleshooting within the Library’s Digital Equity Initiative.

Patron Service and General Responsibilities:

• Deliver outstanding library services in a diverse community to patrons of all ages, especially adults.
• Engages library patrons one on one and through group instruction at any of the seven Cambridge Public Libraries or community sites and online
• Instructs patrons in the use of digital literacy-related library resources, tools, and technology;
• Provides basic computer and technology maintenance advice, including troubleshooting and providing technical support during hands-on work with learners
• Discuss needs with each patron regarding access to technology, current digital skill level, internet access options, and internet use priorities. Advise patrons on available resources to meet their goals for connectivity, device access, digital literacy skills, job readiness, online safety, telehealth, or digital engagement.
• Record and monitor community member inquiries and support requests through the designated Ticketing system.
• Support community members in accessing online resources related to housing, food insecurity, unemployment, or career services. Assist community members in filling out online forms for services.
• Communicate and apply Library policies and procedures; address and resolve patron issues; monitor public areas of the library.
• Perform all duties with cultural awareness and humility, recognition of historic and institutional systems of oppression and their impact, and an active commitment to providing equitable services to marginalized or underserved populations in Cambridge.
• May provide patron technology assistance at the Tech Bar, the Main Library's public computing space, and at other library branch locations as needed.
• Champion library initiatives and strategic priorities and foster a culture that embraces change, innovation, and continuous improvement. Perform administrative and organizational responsibilities as assigned, including but not limited to compiling statistics, completing special projects, and generating reports.
• Other duties as required for the good of the Library .

Digital Equity Programs Delivery:

• Work with Digital Equity Manager to design curricula and materials for patron-facing Digital Equity programs including technology classes and informational workshops, and staff training related to digital literacy.
• Facilitate, deliver, and/or assist in delivering Digital Equity programs including technology classes and informational workshops.
• Coordinate with library staff and City departments to organize Digital Equity offerings by handling room setup, audiovisual equipment, live streaming, refreshments, instructor payment, and other program logistics. May greet and introduce presenters, guests, and volunteers.
• May research and coordinate external instructors for digital equity programming .

Digital Equity Outreach and Promotion:

• Reaches out to the community to invite and engage a diverse group of people to participate in digital equity programs, especially residents who are under-resourced and/or underrepresented
• Raise awareness and understanding of library services in the larger community.
• Work with Digital Equity Manager to develop and implement Digital Equity publicity, marketing, and outreach strategies. Write promotional copy and coordinate with other staff to create and disseminate print and digital promotions. Plan and provide on-site assistance at outreach events.
• Create and maintain effective relationships with other agencies, institutions, and organizations working in the area of digital equity.

MINIMUM REQUIREMENTS:

Education and Experience: A bachelor's degree or coursework beyond high school level. One year of experience in teaching, technology instruction, event planning, library programming and/or community work. In exceptional instances, specialized education, training and/or experience may be substituted for part or all of the required elements.

Knowledge, Skills, and Abilities:

• Knowledge and understanding of the Library's mission, vision, values, and strategic priorities.
• Knowledge of digital inclusion principles and best practices.
• Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
• Exceptional customer service skills and commitment to public service
• Demonstrated ability to work in a diverse community and with individuals who may be experiencing hardships that impact their behavior.
• Demonstrated ability to work both independently and as part of larger department and system teams.
• Proficiency and comfort with technology, including a wide variety of hardware, software, audiovisual equipment; experience with end-user computer applications; ability to independently adopt new technical skills as needed; ability to translate technical information to audiences with varied technology knowledge.
• Sound judgment and strong problem-solving skills; flexibility and adaptability in stressful situations and times of change.
• Excellent written and oral communication skills, organizational and project management skills, with the ability to set priorities, attend to many details and meet deadlines.
• Exemplary interpersonal skills, with the ability to foster teamwork and work collaboratively with peers and diverse groups of people from different departments and organizations.
• Knowledge of principles, materials, and equity of access issues related to serving the public; demonstrated ability to apply this knowledge to program and service design and to establish positive relationships with patrons.

PREFERRED QUALIFICATIONS: Experience working with underserved groups such as those with limited technology skills or ESOL learners. Fluency in a language in addition to English is preferred.

SCHEDULE: The work week is 37.5 hours assigned in the best interests of the Library. The schedule requires a five-day work week and includes evenings and weekend hours and participation in a system-wide Saturday rotation.

• Friday 8:30 am - 5:00 pm (or off for Saturday)
• Saturday 8:30 am - 5:00 pm (1 of every 3 weeks)