About the Role
Overview
The New York Public Library (NYPL) is seeking an enthusiastic candidate to fill the role of Neighborhood Tech Helper (Outreach Associate) to support the expansion of services as part of our HPD partnership for Neighborhood Tech Help (NTH).
Community-based Neighborhood Tech Helpers provide individualized assistance to local community members who need coaching in introductory digital skills and/or access to affordable home internet service and internet-capable devices in order to become effective home internet users. The candidate must have excellent communication, digital, outreach and organizational skills and have a high level of comfort engaging with individuals and groups of all abilities and from a wide range of backgrounds across the city (including Manhattan, the Bronx, and Staten Island).
This position reports to the Neighborhood Tech Help Program Coordinator in the Community Outreach and Engagement Department and is an integral part of NYPL’s commitment to ensure underserved communities are connected with the Library and have awareness of relevant programs and services.
This is a grant-funded temporary position through June 30, 2027.
Responsibilities
- Bring the NTH program to target communities and build community relationships through targeted outreach and one-on-one interactions at a range of outreach events hosted by community partner organizations and in public settings (both indoors and outdoors) such as public housing, city shelters, parks, shopping malls, and recreation centers.
- Teach community members about The New York Public Library’s programs and services, including how to get a library card.
- Be proactive, informed and helpful when interacting with patrons seeking assistance.
- Assess patrons’ access to technology, current digital skill level, connectivity needs, and internet use priorities. If necessary,
- Support patrons in troubleshooting for basic digital literacy needs and software/hardware functionality.
- Advise patrons about free or affordable home internet service options for which they may qualify, assist patrons to apply for services they choose, and support their efforts to secure service.
- Advise patrons about sources of 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.
- Refer patrons to relevant services or organizations who can support tech needs beyond the scope of NTH.
- Teach digital safety precautions
- Participate in all required onboarding and skills development opportunities, as determined by the NTH Program Coordinator.
- Track program data, keep accurate and timely records, and report outcomes as required.
- Assist with maintaining the NTH Playbook and information for referrals to community programs and services.
- Provide excellent customer service and support to individuals in diverse communities.
- Plan, set-up equipment, and attend scheduled outreach events.
- Perform related duties and work on special projects as required.
Required Education, Experience & Skills
Required Education and Certifications
- Bachelor’s Degree or 1-2 years relevant work experience
Required Experience
- Demonstrated experience in providing excellent customer service to diverse patrons
- Excellent digital and computer skills
Required Skills
- Bilingual in English and Spanish required
- Ability to demonstrate basic knowledge of current technology platforms and devices, and willingness to learn. Ability to assist others to learn basic digital skills: i.e. related to internet services, computer and device characteristics, and common online services and applications
- Excellent customer service skills. Strong organizational and time management skills with high attention to detail and ability to work on multiple projects simultaneously
- Knowledge of community outreach and engagement in diverse communities and a commitment to DEIA
- Ability to demonstrate excellent interpersonal skills, cultural competency and sensitivity working with diverse customers, coworkers, and community. Ability to establish trust with patrons of varied educational and cultural backgrounds. Interest in empowering older adults, people with disabilities, immigrants, and other vulnerable populations with digital skills and confidence
- Adaptable to changing work environments and ability to creatively solve problems and negotiate and handle stressful situations in a positive manner
- Excellent communication skills both online and in-person —written and verbal—for varied audiences, including public speaking, managing group discussion, classroom management, and listening skills
Managerial/Supervisory Responsibilities:
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NYPL Core Values:
All team members are expected and encouraged to embody the NYPL Core Values:
- Be Helpful to patrons and colleagues
- Be Resourceful in solving problems
- Be Curious in all aspects of your work
- Be Welcoming and Inclusive
Work Environment
- Office setting
- Public library setting
- Other workshop and public speaking environments
Physical Duties
- May involve some light physical labor such as the moving and lifting of supply boxes or program supplies
- Requires travel within NYC
Pre-placement Physical Required?
Schedule
- 15 hours per week
- Must have flexible availability, including evenings and weekends as needed
- Must be willing to travel to various locations as needed
This job description represents the types and levels of responsibilities that will be required of the position and shall not be construed as a declaration of all of the specific duties and responsibilities for the role. Job duties may change if Library priorities change. Employees may be directed to perform job-related tasks other than those specifically presented in this description as needed.
The New York Public Library Salary Statement
At the Library, we believe that pay transparency and pay equity are important to ensuring we source the best candidates and keep the best employees. When making a determination as to the appropriate salary for a candidate, we consider a variety of factors such, including, but not limited to, the position requirements, the skills, prior experience, and educational background required or preferred for the job, the scope and impact of the role within the organization, internal peer equity, and the candidate's specific training, experience, education level, and skills. No single factor is conclusive; the Library reserves the right to consider any and all relevant factors and make a decision consistent with its policies.
Union Salaries are determined by collective bargaining agreement(s).