Who are the "navigators"? Who stepped up to do this job, "helping" people who call for help with a hopeless but mandatory website?

Would you like that job? Probably not. Imagine, if you will, a person who does want that job. Someone desperate for a job, any job? Someone who wants a sitdown job that doesn't seem to involve any real work? Some naif who sees it as a way to help people? Some guy whose real job is a money-making scheme of his own? Some asshole who gets off on inflicting pain on fretful folk who simply must get through a door it looks as though he's got authority to open?