Digital Navigator

•Job Overview• The Digital Navigator supports older adults, residents with disabilities, and other eligible participants in building the digital skills needed to maintain housing stability, access benefits and health care, and complete essential online tasks with greater confidence and independence. This position provides one-on-one coaching, small-group instruction, and scheduled support hours across Greenfield Housing Authority properties and designated service locations. The role also assists eligible applicants experiencing housing instability with online housing-related tasks, including CHAMP applications, Section 8 waiting list access, document uploads, and related digital processes. This is a part-time, 20-hour-per-week, grant-funded position for one year, with the potential for continuation or expansion to full-time based on funding and program needs. Employment may be subject to early termination in the event of funding loss, program changes, or other circumstances affecting grant-supported operations. •Essential Functions• The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Provide one-on-one digital navigation support to residents and eligible participants, including assistance with smartphones, tablets, laptops, email, passwords, internet safety, document uploads, online forms, and virtual communication tools. Assist residents with digital tasks tied to housing stability, health access, benefits retention, transportation scheduling, financial management, and daily living, with a focus on promoting independence and reducing barriers to aging in place. Conduct small-group workshops and posted office hours at housing authority sites and other approved locations to build foundational digital skills and confidence. Provide support with telehealth access, patient portals, benefit renewals, online communication, and secure document submission for residents who need repeated, individualized assistance. Assist eligible applicants experiencing homelessness or housing instability with CHAMP public housing applications, Section 8 Centralized Waiting List enrollment, online rental searches, and uploading required documentation during designated support hours. Assess each participant's digital access, current skill level, barriers, and goals, and tailor assistance accordingly. Connect residents to available affordable internet options, device resources, and other digital-equity supports when appropriate. Coordinate outreach through flyers, lobby postings, referrals, direct resident engagement, and communication with staff and partners to promote awareness of available services. Maintain accurate records of participation, attendance, services provided, outcomes achieved, and referrals made in compliance with agency and grant requirements. Track measurable outcomes such as number of participants served, services completed, digital skill milestones reached, and housing-related tasks supported. Work collaboratively with Resident Services staff, the Family Self-Sufficiency Coordinator, front office staff, and other GHA personnel to ensure coordinated outreach, referrals, follow-up, and alignment with broader resident self-sufficiency goals. Provide individualized or in-unit assistance when mobility limitations, disability-related needs, or other barriers prevent participation in group settings, where appropriate and consistent with agency protocols. Serve as a liaison between residents, GHA staff, and service providers during technology, connectivity, or device-related rollouts and upgrades, helping ensure residents remain informed, supported, and connected. Refer participants, as appropriate, to workforce development, education, ESOL, financial literacy, benefits counseling, and supportive service partners. Coordinate outreach through flyers, lobby postings, direct resident engagement, text or phone reminders, referrals, and communication with staff and partners to promote awareness of available services. Perform other duties as required. •Education, Training and Experience• Prior experience in resident services, human services, digital literacy instruction, community outreach, customer service, or affordable housing is strongly preferred. High School Diploma or equivalent required; post-high school education, training, or coursework in human services, education, community development, digital literacy, or a related field is preferred, or any equivalent combination of education, training, and experience. Experience working with older adults, residents with disabilities, low-income households, or individuals facing barriers to housing stability is strongly preferred. Experience providing digital-skills coaching, technology support, resident-facing service coordination, case management, or similar direct assistance is preferred. Ability to explain technical concepts in simple, patient, accessible terms is highly desirable. Familiarity with online housing systems, benefits portals, telehealth platforms, and Microsoft Office or Microsoft 365 is preferred. Bilingual language skills are preferred. Valid Massachusetts Driver's License is preferred, as the position requires travel among housing authority sites and service locations. •Additional Position Information•

Work Schedule:

The Greenfield Housing Authority's standard operating hours are 8:00 a.m. to 4:00 p.m., Monday through Friday, with a 45‑minute lunch break. The schedule will include agreed-upon daytime and occasional late afternoon or evening hours in order to meet resident needs and maximize participation.

Ability:

Ability to establish and maintain effective working relationships with residents, applicants, staff, and community partners. Ability to communicate clearly, patiently, and respectfully with people of varied backgrounds and comfort levels with technology. Ability to work independently, organize time effectively, and manage multiple priorities across different locations. Ability to recognize barriers to participation and adapt support to different learning styles, mobility needs, and confidence levels. Ability to maintain confidentiality, professional boundaries, and a respectful, resident-centered approach to service. Ability to operate a computer and be proficient in the use of MS Office Suite and database applications.

Skills:

Excellent customer service and organizational skills. Strong written and verbal communication skills. Proficient computer skills and familiarity with Microsoft Office Suite applications and common online platforms. Strong documentation, follow-up, and outcome-tracking skills for grant reporting and program improvement. Proven ability to handle sensitive situations with empathy, patience, and professionalism.

Reports to:

Director of Residents Services.

Works closely with:

Resident Services staff, Family Self-Sufficiency staff, front office staff, and community partners supporting aging, benefits access, digital inclusion, and housing stability. If you are passionate about helping older adults and other vulnerable residents build digital confidence, access essential services, and maintain housing stability, we encourage you to apply.

Pay:

$20.00 - $25.00 per hour

Work Location:

In person