The YWCA Metro Vancouver Digital Literacy Trainer will be primarily responsible for delivering digital literacy workshops and one-to-one support. This role involves resolving basic technical issues by phone, email, or other electronic communication channels, using a ticketing system to track and manage requests. The trainer will deliver digital literacy training both in person and online, working collaboratively across departments, the broader organization, and with the YWCA’s technical support team. They will be expected to follow project policies and procedures and effectively troubleshoot technical issues. The ideal candidate will be proficient in creating clear and efficient IT documentation, confident in public speaking, and experienced in delivering in-person training. They will demonstrate strong interpersonal skills to manage interactions, resolve issues, and handle escalations effectively. A commitment to providing high-quality customer support to both clients and staff is essential. This role also includes supporting the YWCA’s Loaner Laptop Library service for program participants, along with other related responsibilities.

What you’ll be doing:   

• Facilitating specialized small-group sessions on digital literacy for program participants and staff, covering both hardware and software usage through classroom-based and online learning formats.
• Providing individualized training support in areas where learners face challenges. Manages a multi-level learning environment that combines online and in-person instruction and coordinates a loaner laptop library for program participants.
• Digital literacy topics may include the use of common hardware and software tools, such as internet browsers, email platforms, social media, and productivity applications. 
• Covers software basics and introductions to AI tools, with instruction also emphasizing how to comprehend, evaluate, and act on online information, including news sources, public health updates, and civic content from government websites.
• Provide one-to-one digital literacy training virtually, by phone, or in person
• Design and prepare curricula and course outlines; develop instructional methods, videos, training aids, manuals, and other learning materials
• Support data collection and assist in preparing reports
• Contribute to written content such as newsletters and blog articles
• Maintain and expand expertise in computer science and digital literacy
• Collaborate with program staff to coordinate workshop plans that support integrated, practical learning experiences
• Foster a welcoming, engaging, and innovative learning environment
• Be open to and incorporate feedback and coaching from peers, participants and supervisors
• Fluency in two or more languages is considered an asset
• Other duties as required.

What you’ll need: 

• Proficient in Office 365 applications, including Word, Excel, PowerPoint, Outlook, Teams, and SharePoint
• 3–5 years of experience facilitating and delivering digital literacy training in both in-person and hybrid formats
• Advanced knowledge of Learning Management Systems (LMS)
• Experience using LMS platforms such as Absorb, Relias or similar tools for course delivery and tracking
• Skilled in developing digital literacy curricula and designing e-learning courses
• A valid, clear criminal record check (including working with vulnerable populations) is required. 

What we offer:  

We offer our eligible employees the following benefits as part of their total rewards package:  

• Extended medical and dental benefits  
• A defined benefit pension plan (MPP)  
• Pregnancy, parental and adoption leave top up
• 22 vacation days and 3 personal days, in addition to paid sick leave
• Flexible working arrangements for applicable positions   
• Employee Family Assistance Program, a confidential and voluntary support service for employees and their eligible family members   
• A workplace that prioritizes employee health, safety and well-being, including many learning and growth opportunities such as our employee mentorship program and three equity committees that help to support our goals towards achieving meaningful equity and inclusion.  
• Free staff membership to our Health + Fitness Centre  
• Discounts at our YWCA Hotel   
• Priority in YWCA Child Care centres  

Pay Rate: $31.16 per hour