Outreach & Navigation Specialist / Digital Navigator

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Job Description  Job Title: Outreach & Navigation Specialist / Digital Navigator Department: 211 Reports to: 211 Director Status: Full Time FLSA Classification: Nonexempt Date: February 20, 2025 Mission: United Way Fox Cities (UWFC) improves lives by bringing diverse people together to build a stronger, more caring community for everyone.

Core Values: Accountability, Community, Caring, Integrity, Commitment Summary: The Outreach & Navigation Specialist is an essential member of the United Way Fox Cities 211 team and will work alongside a network of Navigators and serve the northeastern Wisconsin region. This individual will work directly with eligible clients receiving loaned devices through Techquity WI programming to help them gain digital skills, troubleshoot technical issues, and feel confident using their device to support their everyday needs for education, employment, health monitoring, and more. The role will involve identifying eligible individuals, onboarding program partners, guiding enrolled individuals through technology setup, organizing and/or supporting local laptop distribution events, and providing ongoing digital literacy training and navigation to device recipients. This assistance will be provided primarily in person and by voice telephone but may also include other communication methods that work for the learner. Some travel will be required. Core Competencies: Candidates must be effective communicators, with strong discernment and organizational skills, commitment to adding value to the team, and a goal of implementing United Way’s strategic direction. The individual should have exceptional listening skills, demonstrate energy and initiative, and show integrity and compassion for all members of the team and community. Ideal candidates will have experience providing excellent culturally responsive customer service to diverse clients of all backgrounds. A passion for digital inclusion and a commitment to help bridge the digital divide is essential. Duties/Responsibilities: Client Support and Engagement

• Identify and enroll eligible clients in the Techquity Wisconsin device loan program.

• Facilitate device distribution according to program plan and funder requirements.

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• Conduct individualized assessments with each client to determine program eligibility and clients’ specific technological needs, home internet and device access, and digital skill needs.

• Assist clients with device setup (e.g., laptops, tablets), internet connectivity, and basic troubleshooting.

• Provide guidance on safe internet practices, including cybersecurity and protecting personal information.

• Encourage and support clients in exploring online resources, including telehealth, education, and essential services.

• Serve as on-call responders to device and internet-related questions from device recipients. Help with device navigation, problem-solving, and replacements if devices fail.

• Distribute tip sheets and other resources, and schedule follow-up sessions based on individual needs.

Community Training and Digital Literacy

• Conduct one-on-one and small group sessions to help clients navigate digital tools and resources confidently, and that meet the clients’ specific needs.

• Provide orientation to the Community Upskill website for local digital skilling and upskilling.

Case Management and Impact Tracking & Reporting

• Set and confirm goals with the client to support their plan, connectivity needs, and internet use priorities. Plan and manage assistance to each client with the goal of fulfilling the agreed goals.

• Document client interactions, event details, device distribution, and navigation progress in case management systems to track outcomes and support follow-up.

• Collaborate closely with team members to gather and report on client success metrics, providing insights to improve service delivery.

Community Engagement with Cultural Sensitivity

• Onboard eligible community partners, guiding them through the device enrollment and distribution process.

• Function as a supportive digital guide for diverse populations, ensuring cultural sensitivity and inclusivity in every interaction.

• Develop and distribute coordinated, consistent local program outreach and recruitment materials.

• Engage with local community events, promoting digital literacy resources and offering digital navigation services in a way that builds trust and rapport.

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Other Duties as Assigned Reasonable accommodation may be made to enable individuals to perform the essential functions.

Education and Experience:

• Bachelor’s degree, or equivalent experience, in education, nonprofit management, social services or related field required.

Required Skills/Abilities:

• Spanish and/or Hmong language skills highly desired.

• A valid Driver’s License and current auto insurance are necessary.

• Ability to manage multiple tasks efficiently while meeting deadlines.

• Excellent knowledge of Microsoft Office Suite – especially Word, Outlook, Excel, and PowerPoint. Ability to use video conference tools (e.g., Zoom, Microsoft Teams).

• Strong written and verbal skills for stakeholder interaction and relationship building.

• Ability to work in a hybrid/distributed office environment.

• Self-initiative in learning modern technologies and advancing tech skills.

• Comfort with and knowledge of how to appropriately engage with a wide range of parties (colleagues, executive leadership, vendors, etc.).

• Familiar with tracking tools, ensuring accuracy in data gathering, documentation, and reporting.

• Demonstrated flexibility in changing environments and experience aligning program activities with broader goals.

• Proficient in project management tools, databases, spreadsheets, word processing, and email platforms.

• Experience working in digital inclusion, tech support, volunteer training, or similar programs a plus.

• Customer services experience with demonstrated innovations and flexibility to meet the needs of clients.

• Problem-solving and creativity with the ability to manage competing priorities in a positive manner.

• Cultural competence demonstrated by the ability to collaborate with diverse clients from different racial, socio-economic, and ethnic communities.

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Core Values Integration: As a member of our team, you will be expected to demonstrate a commitment to our core values in all aspects of your work. Work Environment:

• The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this class. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this class, an employee is regularly required to stand, walk, and sit, talk or hear both in person and by telephone; use hands and fingers repetitively to handle or feel objects or controls and operate computers and other standard office equipment; reach with hands and arms. The position also includes remaining in a stationary position a portion of the time, either standing or sitting, and occasional lifting of up to 20 pounds

• Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

• Travel and attendance at meetings outside of the office is frequently necessary. Evening and weekend hours may be required.

• While performing the duties of this class, the employee is regularly required to use written and oral communication skills; read and interpret information; analyze and solve problems; observe and interpret people and situations; learn and apply new information or skills, work under intensive deadlines and interact with United Way Fox Cities and United Way Wisconsin and members and others encountered in the course of work.

This job description describes the general nature and scope of responsibilities for this position. Please note other duties and responsibilities may be assigned or removed at any time with or without notice. Signatures:

This job description has been approved by:

Leader ______________________________________ Date ________________

HR__________________________________________ Date ________________

Employee signature below indicates the employee's understanding of the requirements,

essential functions and duties of the position.

Employee______________________________________ Date__________________