Overview:

Brooklyn Public Library (BPL) is one of the nation’s largest library systems and among New York City’s most democratic institutions. As a leader in developing modern 21st-century libraries, we provide resources to support personal advancement, foster civic literacy, and strengthen the fabric of community among the more than 2.7 million individuals who call Brooklyn home. BPL provide nearly 60,000 free programs a year with writers, thinkers, artists, and educators—from around the corner and around the world. And we give patrons millions of opportunities to enjoy one of life’s greatest satisfactions: the joy of a good book.

In addition to providing individualized and/or small group assistance to residents in need of digital literacy and technology support, the Lead Digital Navigators assist in the training and onboarding of new Community Tech Corps members as well as light administrative duties. In addition, Lead Digital Navigators will be responsible for small group presentations on basic digital literacy skills, operating our hotline, and making sure our sessions are properly documented.    

More about BPL’s Neighborhood Tech Help program: NTH offers free, easy-to-access tech support for residents in the East New York, Brownsville, Flatbush, East Flatbush, Coney Island and Brighton Beach neighborhoods to become more comfortable using their devices, connecting to the internet, setting up online appointments, and otherwise improving their computer skills. Each session will help resolve a tech problem and direct residents to additional resources. The program answers questions about online safety, accessing social services, staying in touch with friends and family over the internet, completing daily tasks with digital tools, navigating virtual healthcare systems, and finding affordable devices or internet access. 

Responsibilities:

Conduct outreach to local community members, including those receiving Section 8 assistance, to encourage participation in tech support services 

Assess each patron’s access to technology, current digital skill level, connectivity needs, and internet use priorities. If necessary,  

Support patrons in solving specific problems related to basic digital literacy and navigation, software, or hardware functionality 

Advise patrons on best practices related to digital safety and avoiding scams and viruses 

Advise patrons about free or affordable home internet service options for which they may qualify and support their efforts to secure service 

Advise patrons 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 

Refer patrons to other services and resources at BPL  

Refer patrons to outside organizations who can support their needs beyond the scope of CTC 

Track each patron’s progress and types of requests, keep accurate and timely records, and report outcomes as required  

Build community relationships about services through targeted outreach and one-on- one interactions 

Operate NTH hotline to answer questions about upcoming program sessions, services, and digital literacy issues     

Assist the Digital Navigation Manager and Digital Navigation Coordinator train and onboard CTC members   

Help Digital Navigation Manager and Digital Navigation Coordinator with light administrative duties such as recording time sheets for Digital Navigators in addition to providing oversight for team members in the field

Host select informational programs and outreach events and provide pre-made presentations on basic digital literacy skills   

Qualifications:

Bachelor's Degree preferred

Ability to demonstrate basic knowledge of current technology operating systems (Windows, MacOS, Android, iOS), applications and websites (Google, Office Suite, online banking), and devices (smartphones, tablets, laptops, desktop computers), or a willingness to learn 

Ability to demonstrate positive attitude, excellent interpersonal skills, cultural sensitivity, patience, in working with diverse customers, co-workers, and community members 

Ability to creatively solve problems and handle stressful situations in a positive manner 

Demonstrated ability to work well in a team atmosphere in addition to inspiring team performance   

Excellent self-organization, language capacity, and cultural competency 

Excellent telephone, online, and in-person communication skills, including the ability to establish trust with patrons of varied educational and cultural backgrounds 

Ability to provide excellent customer service, establish appropriate boundaries with patrons, and to demonstrate innovation and flexibility 

Willingness to travel to residential buildings, community centers, library branches, and other facilities within a specific neighborhood 

Ability to speak Spanish, Haitian, Russian, Ukrainian, Chinese and other foreign languages spoken in our target communities highly valued 

Desire to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device functions, and common online services and applications 

Interest in empowering older adults, people with disabilities, immigrants, and other vulnerable populations with digital skills and confidence 

This is a grant-funded, part-time position with a salary range of $28-30 per hour, maximum 19 hours per week. The grant is funded through 2026.