Digital Navigator

Job Description

Atautchikun is looking for individuals who believe in following NANA’s core values: Honesty and integrity govern our activities, commitments made will be fulfilled and everyone is treated with dignity and respect. All employees must embrace NANA’s mission of improving the quality of life of our NANA shareholders and NANA’s shareholder hire preference policy.

The digital navigator is a trusted guide who assists community members with ongoing, individualized support for accessing affordable and appropriate connectivity, devices, and digital skills. The digital navigator provides individualized or small group assistance to tribal members who need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills to become effective home internet users and be able to participate online fully. This assistance may be provided in person at NANA Village office or by voice telephone, email, text, video chat, and other communication methods that work for the client.

The digital navigator’s work is part of the Grant’s efforts to improve digital skills and equitable internet access for Tribal members in the community. Digital navigator is a part-time position, averaging 4 hours per day, Monday through Friday, based in the posted NANA Village Office.

Responsibilities

• Initiate interactions with clients seeking assistance
• Discuss with each client their home internet access or need for home internet access, technology experiences, and their access to and use of devices.
• Assess clients’ access to technology, current digital skill level, connectivity needs, and internet use priorities. Set agreed goals for digital navigator services. Confirm the details with the client.
• Advise clients about free or low-cost home internet service options for which they may qualify, assist clients in applying for services they choose, and support their efforts to secure service.
• Provide information to clients about sources of low-cost computers or other internet-connected devices and device repair and maintenance for which they may qualify. Support their efforts to acquire appropriate and maintain devices.
•  Coach clients to use their home internet services to meet their internet use priorities and goals. This may include in-person, phone, and online interactions, as well as referrals to sources of additional digital skill training.
• Track each client’s progress and types of requests. Maintain accurate and timely records and report outcomes as required.
• Plan and manage assistance to each client with the goal of fulfilling the agreed goals.
• Contribute to marketing and outreach for the digital navigator program.
• Provide occasional presentations about the digital navigator program to potential partners, potential clients, and program stakeholders.
• Other duties may be assigned, as needed

Qualifications

• Must be at least 18 years of age.
• High school diploma or GED required.
• Six (6) months to one (1) year of customer service, administrative support, community outreach, technology support, or related experience; volunteer experience may be considered.
• Demonstrated computer proficiency, including Microsoft Office, email, internet navigation, and the ability to quickly learn new technology and software applications.
• Strong communication, customer service, and organizational skills, with the ability to explain technical concepts in a clear, patient, and respectful manner.
• Ability to maintain confidentiality, work independently, and accurately document client interactions.
• Willingness to learn digital inclusion resources, affordable connectivity programs, and emerging technology.

Preferred Requirements

• Coursework toward or completion of a degree or certificate in Business, Information Technology, Rural Development, Communications, Education, Human Services, or a related field.
• Experience assisting others with computers, smartphones, tablets, internet access, or other technology.
• Experience working with Alaska Native communities or within the NANA Region.
• Experience delivering presentations, training, or community outreach.
• Familiarity with digital literacy, broadband access programs, or community-based services.
• A valid driver's license may be required depending on work location.
• Ability to speak an Alaska Native language.

Competencies

• Curiosity: You are not expected to be a technical expert, but you are expected to be interested in learning along with your clients and competent in finding relevant resources. You embrace the challenge of learning and teaching basic technological concepts.
• Excellent Customer Service: You provide excellent customer service and demonstrate innovation and flexibility when meeting the needs of clients.
• Innovative and Resourceful: You can creatively solve problems and negotiate and handle stressful situations in a positive manner.
• Active Listening: You can repeat what clients say so they know you understand them. You can establish a relationship of trust and respect.
• Emotional Intelligence: You have high levels of self-awareness and compassion toward others. You demonstrate excellent interpersonal skills and a sense of humor in working with diverse clients, coworkers, and community members.
• Organization: You can prioritize work, schedule client meetings, and provide notes and data on your work.
• Cultural Competence: You can work with diverse clients and are culturally responsive to people from different racial, socio-economic, and ethnic communities. You have experienced or worked within the NANA Region.
• Strong Boundaries: The work of digital inclusion is never complete. You can look after yourself by having limits when working with clients and communicating about boundaries with your supervisor.
• Communication: You can be clear about the limits of the service you are providing and are able to explain what kind of help you are reasonably able to give. You can teach digital skills and guide clients through steps needed to access resources.
• Language Skills: Mus be proficient in reading, writing and speaking English.

Working Conditions and Physical Requirements

Weather: Indoors - environmentally controlled; requires most or all work to be done inside.

Noise level: The noise level in the work environment is usually that of a standard office atmosphere.

Description of environment: Office building with standard office environment.

Physical requirements: Employee is required to occasionally lift and/or move up to 25 lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift.

Travel: No