Position Closing Date: 12/19/2025

Full-Time = 40 Hours/Week

GENERAL SUMMARY

Under moderate supervision, provides individualized or small group assistance to community members who need affordable home internet service, affordable internet-capable devices, and/or digital literacy skills in order to become effective digital citizens by referring low cost or free services, assisting with the registration process and working collaboratively with individual to develop a plan to effectively use the Internet and other digital technology.

JOB REQUIREMENTS

Specific Knowledge, Skills, and Abilities required include:

• Knowledge of library services and operations.
• Ability to explain basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
• Skill necessary to develop and maintain effective and appropriate working relationships with co-workers, customers, vendors, and/or representatives of other agencies.
• Ability to demonstrate proficient use of personal computer software or systems applicable to the essential functions of the job, which may include (but not be limited to) email/calendar software, internet/intranet browsers, word processing, spreadsheets, database software, and various systems or software used by CCPL.
• Skill in operation of typical office equipment such as personal computer, facsimile, copiers, scanners, calculators, and telephones.
• Ability to provide comprehensive customer service, including delivery of accurate, prompt, and courteous assistance, both orally and in writing.
• Ability to handle multiple tasks simultaneously with frequent interruptions, including the ability to successfully prioritize both emergency and non-emergency issues.
• Ability to understand the difference between confidential and sensitive information and to handle each appropriately.
• Ability to use Library resources effectively and efficiently.
• Ability to communicate effectively both orally and in writing.

ESSENTIAL JOB FUNCTIONS

• Complies with Cuyahoga County Public Library’s policies, rules, guidelines, procedures, requirements, standards, and practices applicable to the job, including (but not limited to) work scheduling and attendance, customer service, use of Library property, computer use, personal conduct, and confidentiality.
• Receive, return, or initiate telephone contact with customers seeking assistance.
• Discuss home internet connectivity or need for connectivity, technology experience, and current devices.
• Assess customer access to technology, current digital skill level, connectivity needs, and internet use priorities. Establish a plan in collaboration with customer to become effective digital citizens.
• Advise customers about broadband service options for which they may qualify, assist with the application for services they choose, and support their efforts to secure service.
• Advise customers about 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.
• Coach customers in the use of home internet services. This may include both in person, phone, and online interactions, as well as referral to sources of additional digital literacy skill training.
• Track each customer’s progress and types of requests, keep accurate and timely records, and report outcomes as required.
• Address classes or groups to share Digital Navigator services available.
• Represent CCPL at outside opportunities to encourage use of Digital Navigator services.
• Other tasks as necessary.

Summary Minimum Education & Experience Required

• Bachelor's degree from an accredited college or university in a related field.
• At least six months of customer service experience.

OTHER TESTING/LICENSES REQUIRED

• A criminal background check is required.
• A pre-employment drug screening is required.
• A valid driver’s license, reliable personal transportation and in-force automobile insurance required.

PHYSICAL DEMANDS AND WORKING CONDITIONS

• Occasional stooping or bending. Occasional light to moderately heavy lifting, up to 50 lbs., may be required.
• No major sources of working conditions discomfort, i.e. standard work environment with possible minor inconveniences due to occasional noise, crowded working conditions, and/or minor heating, cooling or ventilation problems.
• Occasional minor discomforts from near-continual video display terminal use.