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Digital Navigators

Overview

    In partnership with the Salt Lake City Public Library and National Digital Inclusion Alliance, ULC is advancing a new Digital Navigators service model to help libraries address the new and intensified digital access barriers resulting from COVID-19. Now being piloted by SLCPL and NDIA through September 2021, the Digital Navigators model offers a replicable blueprint for meeting the digital needs of underserved community members via phone-based support services.

    This project was made possible in part by the Institute of Museum and Library Services grant number LG-248566-OLS-20.

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    Who Are Digital Navigators?

      Digital Navigators are individuals who are positioned to provide phone-based support to community members for issues related to the full spectrum of digital needs, including home connectivity, tech support, skill building and device access. Digital Navigators can be either volunteers or professionals.

      The framework currently being piloted by Salt Lake City Public Library and NDIA is designed to equip and prepare Digital Navigators to confidently assess needs over the phone and guide customers to supports relevant to their specific experience level and situation.

      Digital Navigators Baseline Job Description

      Source: National Digital Inclusion Alliance

      Ongoing Activities

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        Salt Lake City Public Library

        As the project lead for the initiative, Salt Lake City Public Library is working to test and enhance the Digital Navigators service model through partnered outreach to residents in three lower-income neighborhoods. The service areas include ZIP codes where reported COVID-19 rates have been among the highest in the county.

        Salt Lake City Public Library's outreach will kick off in December 2020. Stay tuned for information about updates from the Library.

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        National Digital Inclusion Alliance

        The National Digital Inclusion Alliance is helping to extend the reach and adaptability of this project by offering online resources and coordinating a cohort of organizations who are developing their own Digital Navigators programs.

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