Job Description
The Denver Public Library (DPL) is a growing urban library system that serves the City & County of Denver. DPL sees more than 4 million visitors every year across its 27 locations, serves Denver’s most vulnerable communities through outreach and mobile services, hosts thousands of programs a year and manages a collection of more than 1.4 million physical and digital materials. We believe a strong library is vital for a strong community. DPL is committed to serving the evolving needs of Denverites through inspired programming, diverse collections, culturally-representative spaces and equitable policies & procedures.
The mission of the Digital Inclusion Department (DI) is to leverage the resources of DPL and community partners to connect everyone in Denver with the technology access and training they need to thrive. We oversee and coordinate access to public computers, circulating technology like Chromebooks and hotspots, digital literacy training, and our system of six ideaLAB makerspaces.
The Mobile Services Department’s reach spans across the city of Denver, meeting community members where they are to provide library services and access. Under the umbrella of the Communications and Community Engagement department, the Mobile Services department delivers library programs and services through a mobile fleet to increase library access to target populations, including children, teens, and older adults. We provide library services and resources including intergenerational programming to a diverse customer base outside library locations and create positive experiences for library customers visiting the bookmobile by checking out books and other materials.
What you'd do:
DPL is hiring four full-time Digital Navigators, who will provide individualized or small group assistance to community members who need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills in order to become effective technology users. This assistance is provided primarily in-person or by telephone, but may also include email, text, video chat, and other communication methods that work for the learner. These positions are currently limited term, but we hope to convert them to permanent positions after the initial year of the program.
Three of these Navigators will be working in the Digital Inclusion Department, performing one-on-one help at multiple branches across the DPL system and at trusted community partner sites. The fourth Navigator will work in the Mobile Services Department, providing tech help as part of the DPL Bookmobiles' regular visits to outreach sites across the city. The Digital Navigators' work is part of the Denver Public Library’s efforts to bridge substantial gaps in access to internet, devices, and tech training for Denver communities like immigrants and refugees, people experiencing homelessness, non-English-speaking communities, and low-income households.
You'll be working to establish relationships of trust with community members referred to you by both DPL staff and community partners. Meeting with them one-on-one, you will work together to determine clients’ personal connectivity needs and goals, such as affordable home internet, devices, and/or general or application-specific skills. You'll present options and formulate a plan with each client, and then work with that individual toward the accomplishment of that plan.
Some of that work may look like advising community members about free or affordable home internet service options and assisting them to apply. Sometimes you'll advise clients about sources of affordable devices and support their efforts to acquire or repair them. Most of your time will be spent providing one-on-one digital literacy support through in person, phone, and online interaction, as well as referral to sources of additional digital literacy skill training.
You'll check in with clients to verify that they are connected to needed resources, and administer surveys and conduct evaluation to determine project success. Through it all, you'll track each client’s progress and types of requests, keep accurate and timely records, and report outcomes as required.
About You:
We are looking for someone passionate about teaching and empowering their community, who has experience building relationships with a diverse range of people, and who is willing to learn new tools and technology. This position will require travel to and working out of multiple locations, working closely with staff across the DPL system as well as our community partners. Applicants who are bilingual and/or who have preexisting relationships and experience in target communities (west, north, and far-northeast Denver in particular) are strongly preferred. Our ideal candidate will:
- Enjoy teaching people new skills and problem-solving with others.
- Have excellent telephone and online communication skills, including the ability to establish trust with clients of varied educational and cultural backgrounds.
- Demonstrate positive attitude, excellent interpersonal skills, cultural sensitivity and a sense of humor in working with diverse customers, coworkers, and community.
- Ability to understand and clearly communicate basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
- Ability to creatively solve problems, and negotiate and handle stressful situations in a positive manner.
- Ability to embrace the challenge of learning new tools, software and technology.
- Ability to provide excellent customer service, establish appropriate boundaries with clients, and to demonstrate innovation and flexibility.
- Ability to work in a physically demanding environment with continuous lifting of objects weighing up to 75 lbs and moving heavy carts in tight spaces. Some of this work is done in an outdoor environment.
- For the position with Mobile Services, a valid Colorado driver's license with a good driving record and the ability to safely operate large vehicles.
We know your time is valuable. Applicants who meet the following minimum requirements will be considered:
- A high school diploma or equivalent.
- Two years of public customer service experience.
- Submission of a resume that lists your work experience and a cover letter that connects your experience to this position.
- Two years of technology support or training experience (preferred, not required).
- Conversational fluency in a language other than English (strongly preferred, not required).
Benefits & Additional Compensation Info
The full City and County of Denver benefits package will be offered. Although the full salary range is provided, we anticipate offers will fall between $19.31 and $21.73 per hour.
Additional Info & Requirements
Other things you should know:
- City employees must be fully vaccinated against COVID-19. All persons offered a position will be required to provide valid proof of vaccination prior to starting employment.
- The schedule will be determined by the needs of the department, which currently include onsite Tuesday- Saturday daytime hours. We anticipate the position will be mainly onsite and include travel between branches as well as occasional evening and weekend hours.