Digital Navigator

Job Description

Job Description

Digital Navigator Job Summary

The Digital Navigator reports to the Cortland Senior Program Supervisor and provides individualized or small group assistance to seniors in Districts 9 and 11 who need affordable home internet service, affordable electronic devices, and / or coaching in introductory digital skills in order to become effective home internet users. This assistance is provided primarily through in-person classes but may also include email, text, video chat, and other communication methods when the learner has the capacity. The Digital Navigator’s work is part of the Bernal Heights Neighborhood Center's efforts to bridge the digital divide and isolation experienced and provide equitable internet access for seniors or adults with disabilities.

Bernal Heights Neighborhood Center (BHNC)

BHNC is a non-profit community-based multi-service agency founded in 1978 with a mission to “preserve and enhance the ethnic, cultural, and economic diversity of Bernal Heights and surrounding neighborhoods. We promote community action to build a just and equitable community for all. BHNC focuses on the needs of people with low and moderate incomes. We work to achieve this mission by :

Providing linguistically and culturally responsive services to our community’s most vulnerable adults, seniors, youth, and their families;

Building leadership : organizing and empowering our tenants, clients, members, and allies to advocate for their needs and for the needs of the community.

Developing affordable housing throughout San Francisco.

BHNC’s key programs to meet this mission are : Senior Programs, Youth Programs, Adult Employment, Service Connection at affordable housing properties, Community Organizing, and Housing Development and Rehabilitation. We serve thousands of seniors, youth, adults with disabilities, and families annually from our two offices in Bernal Heights and the Excelsior. Funding for programs comes from the public sector, housing development and management, foundations, local businesses, and individuals.

Responsibilities and Duties

Conduct an assessment with each client to determine their overall training and resource needs for internet access, devices, and home use of technology.

Create a digital program plan that includes training, resource connections, and internet use priorities.

Create a digital Individual Service Plan in coordination with the client.

Disseminate information on free or affordable home internet service options for qualifying individuals, assist clients in applying for services, and support their efforts to secure service.

Coach clients as necessary to use their home internet services to meet their internet use priorities. This may include in-person, phone, and online interactions, as well as referral to sources of additional digital literacy skill training.

Advise clients about sources for ongoing technology use or purchase, including repairs or technical support, as needed.

Provide timely follow-up (within two weeks) for any referrals and track each client’s progress and types of requests. Keep accurate records up to date and report outcomes as required.

Track emerging needs and represent BHNC as an advocate for digital equity efforts and digital inclusion policies and programs.

Create monthly narratives to include a summary of overall activities, challenges, successes, and needs that may be needed for funding reports or external communication.

Plan and manage assistance to each client with the goal of fulfilling the agreed goals.

Conduct group and individual workshops in person and on Zoom.

Other tasks as necessary.

Critical Skills and Aptitudes

• Two year prior experience working with seniors and disabled adults preferred
• One year prior experience outreach, engagement, community work preferred

Proficient in Microsoft Platforms, Google, Internet, social media, cell phone devices, etc.,

Able to learn utilize Slack, Asana, Salesforce and similar tools to communicate and track client interaction

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 to older adults and individuals with limited comfort with technology.

Ability to create simplified course curriculum and client training plans designed to meet the needs of older adults and adults with disabilities.

Demonstrated cultural competency and language capacity for a diverse target audience with a willingness to learn and implement cultural humility practices.

Knowledge and understanding of cultural humility and trauma informed practices with the ability to help clients navigate BHNC and San Francisco based services.

Able assess and refer clients to services and the service team when learned through client engagement.

Excellent interpersonal communication skills in person, online, and by telephone, building rapport and establishing trust with clients of varied educational and cultural backgrounds.

Positive and resilient attitude, cultural sensitivity, and a sense of humor in working with diverse customers, coworkers, and community in sometimes stressful situations.

Technically savvy self-starter with a commitment to serve this population with excellent customer service, offer well thought out solutions, establish appropriate boundaries with clients, and demonstrate innovation and flexibility.

Must have a valid California Driver’s License with a clean driving history for a minimum of 3 years

Physical Requirements

Requires frequent sitting, typing, and computer use

Compensation

This full-time, non-exempt position includes a competitive salary based on experience with the following benefits : 401(k), dental insurance, employee assistance program, health insurance, vision insurance, life insurance, generous paid time off, monthly cell phone stipend, professional development assistance

This is a full-time, non-exempt position that includes a competitive wage based on experience. BHNC is an at will equal opportunity employer.