Digital Navigator

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 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.

Why Work Here