Digital Health Navigator Pro

How the compression works

• Paired modules: Learn It eBooks read before class (minutes still count)
• Paired sessions run one combined Live It activity
• Qwest rounds drop to 15 minutes in paired sessions
• Pre-assessment in session 1; post + final exam in session 8

After the 16 hours

• Learners can finish the remaining self-paced content to reach 24 hours
• 24 hours + final exam at 80% = Lead Navigator and the full certificate
• Add the 8-hour work-readiness strand for workforce cohorts

Pacing options

• Twice a week: 6 weeks
• Once a week: 12 weeks (a semester)
• Intensive: 3 sessions a day for 4 days

Add-ons

• 8-hour work-readiness strand (one hour after sessions 1–8, or a separate day)
• 180-hour internship / work-experience log

Room & tech setup checklist

Ticks are saved on this device.

Group norms (agree in session 1)

• Phones are for practice, not scrolling
• No real client names or details — ever
• Ask any question; nobody is “bad with technology”
• Hands off other people’s devices unless invited
• Celebrate every badge out loud

Privacy in practice

• Use made-up practice accounts and demo portals
• Never collect or store learner or client passwords
• Collect only what you need (“minimum necessary”)
• Store sign-in sheets and logs the way your organization requires

Scams and medical questions: refer

• Possible scam: stop, do not click; call back on the official number; report as your organization directs
• Medical question: “That’s a great question for your care team. Let’s send it together.”
• Emergency symptoms: call 911
• Crisis: 988 Suicide & Crisis Lifeline

Leader opener · 10 min

Ask: "Who has helped a family member with a phone or app?" List what made it hard.

Live It activity · 40 min

Scope sort: groups sort 15 request cards into "I can help", "Refer" and "Not my role".

Discussion questions

1. Where is the line between helping and deciding for someone?
2. What would make a client trust you?
3. Which boundary is hardest to keep, and why?

Printable handout idea

“Can I help?” pocket card. Three columns — I can help · Refer · Not my role — with the four boundaries on the back. Learners keep it in their badge holder.

Share It: Tell one person what a Digital Health Navigator does and why it matters in your community.

Scenario debrief: Mr. Ortiz and the blood test results

Mr. Ortiz, 67, has his lab results in the portal and asks you what his cholesterol number means and whether he should stop his medicine.

Model steps:

1. Help him open and read the result screen
2. Point out where the normal range is shown
3. Explain that only his care team can say what it means for him
4. Help him send a portal message to his doctor with his question
5. Note the referral in your log

Leader opener · 10 min

Role-play a bad intake (rapid-fire questions), then ask how it felt.

Live It activity · 40 min

Pairs run the four-question intake on each other and log one outcome on the sample form.

Discussion questions

1. What makes a question feel judgmental?
2. What should never go in a record?
3. How do outcomes help a program survive?

Printable handout idea

Four-question intake + outcome log. One sheet: the four intake questions, a one-goal box, a consent line and the six outcome check boxes.

Share It: Share one small digital win you helped someone reach this week (no names).

Scenario debrief: Ms. Begay's first visit

Ms. Begay arrives with a new phone from her son. She says she is "no good with technology" and needs to see her daughter's school messages and her own clinic appointments.

Model steps:

1. Ask the four intake questions
2. Choose one goal for today
3. Explain what you will record
4. Complete the goal together
5. Log the outcome and book a next step

Leader opener · 10 min

Pass around a phone set to tiny text and no sound. Ask learners to open a message.

Live It activity · 40 min

Accessibility scavenger hunt: find and turn on 5 features on your own phone.

Discussion questions

1. Which feature would help someone in your family?
2. Why update software before anything else?
3. How do you set up without taking over?

Printable handout idea

Phone setup checklist. Charge · update · screen lock · account recovery · Wi-Fi · accessibility, with iPhone and Android paths side by side.

Share It: Teach one person a phone setting that makes their screen easier to use.

Scenario debrief: Mr. Washington can't see the screen

Mr. Washington has low vision and keeps missing his telehealth links because the text is too small to read.

Model steps:

1. Turn up text size and bold text
2. Show him Magnifier
3. Try Spoken Content to read messages
4. Move the clinic app to his home screen
5. Practice opening a link together

Leader opener · 10 min

Ask learners to guess what home internet costs per month where they live.

Live It activity · 40 min

Match-the-plan: groups match 6 household cards to the best affordable option.

Discussion questions

1. Why do people cancel internet even when they need it?
2. What paperwork do families need for Lifeline?
3. Who in your county gives out devices?

Printable handout idea

Getting Connected worksheet. Blank fields for local low-cost plans, Lifeline steps, library Wi-Fi hours and device programs. Fill it in with your cohort.

Share It: Post where people in your neighborhood can get free Wi-Fi or low-cost internet.

Scenario debrief: The Nguyen family lost their discount

The Nguyens used the ACP discount for home internet. It ended and the bill doubled, so they cancelled. Their son needs internet for homework and his mother has video visits.

Model steps:

1. Check if they receive SNAP, Medicaid or school lunch
2. Screen for Lifeline
3. Check the local provider's low-cost plan
4. Compare total monthly cost
5. Help them apply and log the outcome

Leader opener · 10 min

Show three real-looking texts; vote real or scam.

Live It activity · 40 min

Spot-the-scam round in the Navigator Qwest, then build a passphrase.

Discussion questions

1. Why do scams target health and benefits?
2. How do you calm a scared client?
3. What will you do if you think a client was scammed?

Printable handout idea

Stop · Check · Call back card. The three steps, five scam red flags and a passphrase builder on one wallet-size card.

Share It: Warn one person about a scam you learned to spot today.

Scenario debrief: The "Medicaid renewal" text

Mrs. Ali shows you a text: "Your Medicaid will be cancelled today. Click here to verify your ID." She is scared and about to tap it.

Model steps:

1. Ask her not to tap the link
2. Look at the sender and the link address together
3. Find the official AHCCCS or state Medicaid contact
4. Help her check her real status by calling or logging in herself
5. Report and delete the text

Leader opener · 10 min

Ask who has a portal account and who has never logged in. Why not?

Live It activity · 40 min

Portal practice lab: use the demo portal to complete the big four tasks.

Discussion questions

1. Why is password sharing common in families?
2. What if a client cannot pass the online identity check?
3. How do you support someone who reads results and panics?

Printable handout idea

Portal “big four” practice sheet. Appointments · results · refills · messages, with a check box for “did it alone” next to each.

Share It: Help one person find their next appointment in their portal.

Scenario debrief: Rosa helps her father

Rosa manages appointments for her father, who speaks Spanish and does not use email. She has been logging in with his password.

Model steps:

1. Explain why sharing his password is risky
2. Ask the clinic about proxy access
3. Help Rosa complete the proxy form
4. Set the portal language to Spanish if offered
5. Practice finding his next appointment

Leader opener · 10 min

Run a deliberately broken video call; ask learners to diagnose it.

Live It activity · 40 min

"Get Mrs. Lopez into her visit" simulation in the Qwest, then pairs do a live test call.

Discussion questions

1. What makes people avoid video visits?
2. How do you protect privacy in a crowded home?
3. When is audio-only the better choice?

Printable handout idea

Video visit ready list. Charge, update, quiet spot, meds list, questions, backup phone number — plus the top three fixes for sound, video and freezing.

Share It: Share your best telehealth tip with someone who has a visit coming up.

Scenario debrief: Getting Mrs. Lopez into her visit

Mrs. Lopez's video visit starts in 10 minutes. She can see the doctor but the doctor cannot hear her.

Model steps:

1. Check if she is muted in the app
2. Check phone volume and Bluetooth
3. Check microphone permission in Settings
4. Rejoin the visit
5. If it still fails, call the clinic to switch to phone audio

Leader opener · 10 min

Take a BP reading over a sleeve, then correctly; compare.

Live It activity · 40 min

Device pairing walkthrough with a demo cuff or the Qwest simulator.

Discussion questions

1. Why do wrong readings matter?
2. What should a client do with a very high reading? (Follow their care plan; call 911 for emergency symptoms)
3. How do you check an app before recommending it?

Printable handout idea

Home reading guide. Picture steps for blood pressure, glucose and pulse oximeter readings, plus a five-question “is this app safe?” check.

Share It: Show someone how to take their blood pressure the right way.

Scenario debrief: Mr. James's high readings

Mr. James's new BP cuff keeps showing high numbers. He takes readings right after his morning coffee and walk, with the cuff over his sleeve.

Model steps:

1. Review the correct technique with him
2. Help pair the cuff with the clinic app
3. Take two practice readings correctly
4. Show where readings appear for his care team
5. Remind him to call the clinic about any reading they told him to report

Leader opener · 10 min

Show two articles on the same topic; vote which is credible and why.

Live It activity · 40 min

Source-check challenge: teams check 5 claims using Who, When, Why.

Discussion questions

1. Why does misinformation spread faster than facts?
2. How do you correct someone without embarrassing them?
3. When is AI helpful in your own learning?

Printable handout idea

Who · When · Why source check. A half-sheet with the three questions, the red flags and a short list of trusted starting points.

Share It: Fact-check one health post before you share it, and share the trusted version instead.

Scenario debrief: The viral cure

Mr. Harris shares a video claiming a supplement cures diabetes so he can stop his insulin.

Model steps:

1. Thank him for asking before acting
2. Check who made the video and what they sell
3. Look up the claim on MedlinePlus together
4. Encourage him to ask his care team before changing medicine
5. Show how to report or skip similar videos

Leader opener · 10 min

Ask: "What gets in the way of finishing a benefits application?"

Live It activity · 40 min

Referral pathway game: map each household card to the right service and handoff.

Discussion questions

1. Why are renewals missed?
2. What documents do people usually lack?
3. How do you follow up without overstepping?

Printable handout idea

Referral map + document checklist. ID, income proof and household details on one side; 211 and your local services on the other.

Share It: Save 211 in your phone and share it with someone who might need it.

Scenario debrief: The Smith family's renewal

Ms. Smith got a letter saying her children's Medicaid will end in 10 days because a renewal form was not returned. She moved last month.

Model steps:

1. Help her log in to the state benefits portal
2. Update her address
3. Complete or upload the renewal
4. Turn on text alerts
5. Log the outcome and set a reminder to follow up

Leader opener · 10 min

Read a jargon-filled instruction aloud; ask learners to rewrite it.

Live It activity · 40 min

Teach-back role-play in threes: teacher, learner, observer.

Discussion questions

1. Why do people nod when they don't understand?
2. How do you avoid taking over the device?
3. What languages are spoken in your community?

Printable handout idea

Teach-back prompt card. Five “show me” prompts and a plain-language swap list (jargon → everyday words).

Share It: Use teach-back with someone you help this week.

Scenario debrief: Teaching Mrs. Chen to refill

You showed Mrs. Chen how to request a refill. She nodded, but at her next visit she says she could not do it at home.

Model steps:

1. Ask her to show you each step
2. Notice where she gets stuck
3. Re-teach that one step in plain words
4. Write the steps on a card in her language
5. Use teach-back again before she leaves

Leader opener · 10 min

Recap the 11 modules with a lightning Category Qwest round.

Live It activity · 40 min

Learners run the three simulations; leader reviews logs and debriefs.

Discussion questions

1. Which session was hardest, and why?
2. What will you do differently with real clients?
3. Where will you use these skills next: internship, CHW, home care?

Printable handout idea

Capstone debrief sheet. For each simulation: intake goal, steps taken, outcome logged, what I would do differently.

Share It: Share your certificate and invite someone to start the FREE Basics.

Scenario debrief: Your three sessions

Work through each Qwest boss level. Your choices decide the outcome for the client.

Model steps:

1. Session 1: Getting connected
2. Session 2: First telehealth visit
3. Session 3: Coverage at risk
4. Log all outcomes
5. Take the final exam

Each hour follows

• 10 min: the skill and why employers ask for it
• 35 min: practice in a navigator scenario
• 15 min: reflect, rate and log the evidence

Completion

• All 8 hours logged in the course
• Evidence for each hour kept in the learner portfolio
• Shown on the certificate as the work-readiness strand

Rules for every entry

• No client names, birth dates or ID numbers
• Write the goal in the client’s words (“see my appointments”)
• Record minutes, not rounded hours
• Supervisor initials each line within one week

Where hours go

• Enter each line in the course log too
• Outcomes roll up on the PHIT Score Card by ZIP
• 180 hours signed = work-experience credit on the certificate

How to give it

• Pre: first 10 minutes of session 1, before any teaching
• Post: the last session, before the final exam
• Same 10 items both times; no scores shared at the pre

How to use the results

• Enter both scores in the course for the cohort dashboard
• Gain = post score minus pre score
• Items most people miss at the pre tell you where to slow down

Also shown on the certificate

• Navigator badge — 16-hour cohorts
• Work-readiness strand — 8 hours logged
• Work experience — hours signed by the supervisor (up to 180)

PHIT Score Card

Client outcomes from the internship log roll up by ZIP code: devices set up, homes connected, portals activated, telehealth visits completed, applications submitted and referrals closed.

Your support rhythm

• Monthly leader webinars
• Quarterly roundtables and leaderboards
• Annual reach & engagement report