Needs From: The Volunteer Center of Whatcom County

Seeking volunteer digital navigator to work with seniors living at Woodrose Apartments (Bellingham WA). Ideal candidate will have good customer service skills and some basic technical skills. Training and support provided by CIRC. Please reach out if you have any questions. 

Title: Digital Navigator

Reports to: The Digital Navigator will report to CIRC Program Manager of Health & Technology Initiatives (Amber Cunningham)

Job Overview: The Digital Navigator provides individualized or small group assistance to

older adults living in affordable housing that need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills to become effective home internet users.  Assistance is provided primarily in person but may also include email and other communication methods.

The Digital Navigator’s work is part of CIRC’s efforts to provide equitable internet access and technology education for residents. The Digital Navigator is a part-time position, ideally lasting 6 months with a 4 hour a week commitment.

Responsibilities and Duties

● Receive, return, or initiate telephone contact with residents seeking assistance or

identified by CIRC.

● Discuss with each resident their home internet access/need for home internet

access, technology experiences and their devices.

● Assess the resident’s access to technology, current digital skill level pertaining to what they

need to accomplish the plan, connectivity needs, and internet use priorities. Set

agreed goals for Digital Navigator services. Confirm the details with the resident.

● If necessary, advise residents about free or affordable home internet service options

for which they may qualify, assist them in applying for services they choose, and

support their efforts to secure the service.

● If necessary, advise residents about sources of affordable computers or other internet

connected devices for which they may qualify, and support their efforts to acquire

appropriate devices and where they can get help for repair.

● Coach residents as necessary to use their home internet services to meet

their internet use priorities. This may include referral to sources of additional digital literacy skill training.

● Track each resident’s progress and types of requests, keep accurate and timely

records, and report outcomes as required.

● Plan and manage ongoing assistance to fulfill the resident’s agreed upon goals.

● Other tasks as necessary.

Critical Skills and Aptitudes

● 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.

● Excellent self-organization, language capacity, and cultural competency.

● Excellent telephone and online communication skills, including the ability to

establish trust with clients of varied educational and cultural backgrounds.

● Ability to demonstrate positive attitude, excellent interpersonal skills, cultural

sensitivity and a sense of humor in working with diverse customers, coworkers, and

community.

● Ability to creatively solve problems, and negotiate and handle stressful situations in

a positive manner.

● Ability to provide excellent customer service, establish appropriate boundaries with

clients, and to demonstrate innovation and flexibility.

 Framework provided by the National Digital Inclusion Alliance (NDIA)