Digital Navigator, Center for Digital Equity
Summary: The Digital Navigator role provides individualized assistance to community members who need affordable home internet service, affordable internet-capable devices, coaching in introductory digital skills, and/or technical support to become effective home internet users. This assistance is provided by voice telephone, video call, email and/or in person at community engagement events.
The Digital Navigator works in a hybrid environment (as an example you could work two (2) days at the main location and three (3) days in the field). This is a full-time benefits eligible position and is expected to continue through June 30, 2026. The Digital Navigator’s work is part of the Center for Digital Equity’s efforts to become the most digitally equitable community in America. This role provides technical support for community members as follows:
- Must be able to find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service.
- Must be technically capable and a self-starter with strong organizational and customer service skills.
- Must be able to support events, and work weekends and/or evening hours.
This position reports to the Deputy Director for the Center for Digital. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.
Essential Duties and Responsibilities include
- Receive, return, or initiate contact with clients seeking assistance.
- Discuss with each client their home internet access or need for home internet access, technology experiences, resource needs and their devices.
- Assess their access to technology, current digital skill level pertaining to what they need to accomplish the plan, connectivity needs, and internet use priorities. Confirm the details with the client.
- If necessary, advise clients about free or affordable home internet service options for which they may qualify, assist clients to apply for services they choose, and support their efforts to secure service.
- If necessary, advise clients 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 repairs.
- Coach clients as necessary to use their home internet services in order to meet their internet use priorities. This may include referral to sources of additional digital literacy skill training.
- Track each client’s progress and types of requests, keep accurate and timely records, and report outcomes as required using the CDE Customer Relationship Management (CRM) system.
- Plan and manage assistance to each client with the goal of fulfilling the agreed objectives.
- Ensure all aspects of client experiences whether over the phone or in-person are well planned and abide by policies and procedures. Other tasks as necessary
- 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
- Ability to comply with confidentiality of protected personal information
- Ability to fluently speak Spanish is highly valued in this position
- Training will be provided for these topics and more
- Other duties and special projects may be assigned to meet department and/or university needs.
Does this sound like a good fit? Click on the green “I’m interested” button and submit:
- A cover letter addressing the position qualifications and experience
- Current résumé
- Salary requirements
- Contact information for three professional references.
Applications received by October 20, 2023 will receive first consideration. Queens will continue to accept applications until the position is filled.
About Queens University of Charlotte
Located in the heart of the nation’s second-fastest-growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.
Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.
Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.
By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.
Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, defined contribution (matching) and supplemental 403(b) retirement plans, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.
Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.
Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens' job search/selection process should contact the Assistant Vice President of Human Resources at 704.337.2222.
Physical Requirements (with or without reasonable accommodation)
- Remain in a stationary position, most of the time.
- Exchange accurate information with co-workers and clients, frequently.
- Read reports, create presentations, use a computer system, most of the time
- Communicate with co‐workers, clients and vendors, most of the time.
- Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time.
- Move about inside the workspace to access resources and office equipment, and attend meetings across campus, regularly.
- Exert moderate force to move objects, occasionally.
- Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.
- Work in office environment, involving contact with faculty, staff, students, service providers and vendors.
- Work has deadlines, multiple interruptions, high volume and may be stressful at times.
The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.