Digital Navigator, Franklin County

Overview:

United Way of the Franklin & Hampshire Region (UWFH) and The Alliance for Digital Equity (ADE) in Western Massachusetts are recruiting a Digital Navigator team member who will be placed in a one-year, grant-funded position at UWFH, to primarily support residents of Franklin County, Massachusetts. We are seeking a passionate and dedicated individual to join our team as a Digital Navigator. While this position will primarily support residents of Franklin County, Massachusetts, it will be a part of a Digital Navigator network serving all four counties of Western Massachusetts and will be expected to support work across the entire region. This role is crucial in bridging the digital divide within our community by providing essential support to help residents connect and thrive digitally. 

Job description:

As a Digital Navigator, you will empower individuals by connecting them to resources that assist with internet connectivity, device acquisition, and digital skills training. This position is part of a regional network dedicated to digital equity and offers opportunities for professional growth and collaboration. The Digital Navigator plays a vital role by providing individualized or small group assistance for: 

• Affordable Connectivity: Help residents identify and secure resources and internet options that meet their needs. 

• Device Acquisition: Advise and assist residents in acquiring affordable or refurbished computers or internet-connected devices. Delivers devices to community-based organizations and trains staff to distribute.

• Digital Skills Training: Coach residents on using their internet access and common online applications effectively. 

This position is crucial to ensure equitable access to the digital world, empowering individuals to participate fully online, and is part of a new regional Digital Navigator network of the Alliance for Digital Equity in Western Massachusetts. The Digital Navigator hired for these positions will be part of a learning community of practice for digital navigator practitioners, receive training, devices, and ongoing support and contribute to their colleagues across the region.  

Work Environment: 

This is a full-time, non-exempt position that is grant-funded for one year. If hired, more details about the possibility of longer-term opportunities will be provided.  Work may be conducted in person, over the phone (voice, messaging), email, video chat, or through other communication methods preferred by the client. 

Duties and responsibilities: 

Client Intake and Assessment: 

• Initiate contact with clients seeking assistance or identified by their supervisor(s). 
• Conduct initial interviews to understand each client's internet access needs, current digital skills, and preferred communication methods. 
• Collaboratively set achievable goals for digital navigation services with each client. 

Internet Access Assistance: 

• Research and advise residents on free or low-cost home internet service options. 
• Assist clients with the application process for chosen internet service providers. 
• Offer alternative resources for connectivity. 

Device Support: 

• Inform clients/residents about sources of affordable computers, tablets, or other internet-connected devices, including repair and maintenance options. 
• Deliver to and train residents, organizations, and trainers on devices.
• Support clients in acquiring and maintaining appropriate devices.
• Prepare reports on program outcomes as required.

Digital Skills Training: 

• Coach clients/residents on using their internet access and online applications to meet their goals. 
• This may include in-person, phone, or online instruction, with referrals for advanced training as needed. 

Data Tracking and Reporting: 

• Maintain accurate records of client progress and service requests. 
• Prepare reports on program outcomes as required. 

Client Management: 

• Develop individualized plans to help clients/residents achieve their agreed-upon digital navigation goals. 

Additional responsibilities may include:

• Participation in ongoing training programs. 
• Collaboration with internal and external partners to enhance community digital access. 
• Promote Media Center services and provide information on other available resources. 
• Attend monthly Digital Navigator cohort meetings.
• Other duties as assigned.

Required Qualifications: 

• High school diploma or equivalent. 
• Strong customer service orientation and interpersonal skills. 
• Basic computer literacy and ability to learn new software applications. 
• Ability to work independently and as part of a team. 
• Availability to work flexible hours, including evenings and weekends. 
• Valid driver's license and reliable transportation. 
• Ability to pass a background check. 

Preferred Qualifications: 

• Associate or bachelor's degree in a related field (e.g., social work, human services, communication, education). 
• Strong understanding of the unique character of Franklin County and the North Quabbin Region or experience working in rural areas.
• Experience working with diverse populations. 
• Bilingual proficiency in English/Spanish. 
• Experience in community outreach, nonprofit organizations and/or small municipal governments. 
• Certifications in digital literacy or technology training. 
• Experience with Northstar or other digital literacy training tools.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of associated responsibilities, skills, efforts, or working conditions. The United Way of the Franklin & Hampshire Region reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities, and positions titles as it deems necessary to meet the needs of the organization.

To Apply:

Please send resume and cover letter to geoff@uw-fh.org.

UWFH Mission: Our mission is to work in partnership with our community to identify and address our region's most pressing issues. We inspire and engage individuals and organizations to invest together in overcoming those challenges.

UWFH Vision: Our vision is that all individuals and families have equitable access to the tools and resources to support their basic needs and ensure future auccesses. In doing so, we build a strong, vibrant, and inclusive community.

UWFH Values:

• Equity: We understand and acknowledge that we live in a world with systemic racism, economic disparities, and other forms of intersectional disadvantages. We are committed to addressing those inequities at the organizational and individual level.
• Human Dignity: We treat all people respectfully and operate in ways that celebrate everyone’s humanity.
• Collaboration: We work collaboratively with each other, our partners, and our communities to make the most of our combined resources.
• Accountability: We hold ourselves accountable to high ethical, administrative, programmatic, and fiscal standards.
• Curiosity & Learning: We strive to ask questions rather than make judgements. We are committed to learning from our successes and our mistakes.

United Way of the Franklin & Hampshire Region is committed to providing a diverse and inclusive work environment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other protected status as required by applicable law. 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to these position. They are not intended to be an exhaustive list of associated responsibilities, skills, efforts, or working conditions. The United Way of the Franklin & Hampshire Region reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities, and positions titles as it deems necessary to meet the needs of the organization.