Effective Partner Program Services

Experience of Effective Partner Program Services

Published: December 12, 2022

by: Katherine Lato, Barry Glicklich, Maryanna Milton

Thanks to all who took the time to answer our questions about successful service programs.

Introduction

PBDD surveyed our partners in late 2022 to gain insight into what makes an effective program service. We asked:

  • How did the program get started?
  • What lessons have been learned from the time you started it to now?
  • Can you share a story about people who the program serves?
  • What impact has this program had on the community and your goals or mission?
  • What are the challenges? 

We received responses from:

  • ODLAN – Ontario Digital Literacy and Access Network
  • C2K – Computers 2 Kids 
  • PRC – People’s Resource Center 
  • RSVP – Volunteer Program
  • Computer Reach – both digital navigator program and computer refurbishing program
  • IBSA – Community Center & Technology Training
  • AZStRUT – Arizona Students Recycling Used Technology

While we have pulled out the highlights from their answers, we encourage everyone to read the entire paper as many organizations went into depth and the highlights do not present the entire picture. (But we know that people are busy, so wanted to make the information as useful as possible.)

Highlights from getting started

  • A need is seen, and people want to help. Some of our partners have been addressing digital inclusion for decades, others are more recent, or have taken on an urgency due to the gaps demonstrated by the pandemic. All want to help.
  • Many programs either were started, or had a major shift in focus, with the pandemic making in-person gatherings not possible.
  • Major companies can see that partnering with a local school to teach students how to refurbish computers would develop technical skills.

Highlights from lessons learned 

  • Don’t assume that a device not working is an equipment problem. It could be a housing issue such as rodents chewing through the charging cord.
  • A sense of ownership empowers clients.
  • Digital access has provided many with a community and prevented social isolation, which has been referred to as the “silent disease” of the pandemic. Loneliness is a key indicator of well-being, and it negatively affects our mental health.
  • Organizations may have had strategic plans with a slow test and adoption of online programs and services, but the pandemic had other plans. 
  • It is a major transition to shift from all volunteers to employing staff to perform key roles, but this transition is often necessary to avoid losing momentum.
  • Connecting with the right people in the community is important (e.g. city manager, who is longer term than elected officials.)
  • Some programs should be merged to better serve their clients, especially at organizations that have been around for many years.

Highlights on sharing stories

  • A child who was in the hospital receiving leukemia treatment needed a laptop with a headset to interact in the classroom over the ambient hospital sounds.
  • As a client said, “it feels like I have a friend that I can hang out and have fun with. I love learning about this new friend’s quirks, so that we can get along even better…”
  • Many online resources for digital skills do not offer instructions on how to change your name in an established account which can be important to someone who is transitioning. Nor do they cover how to protect privacy to prevent being outed. 
  • When personal circumstances require stepping back from work to care for a sick loved one, online training can help people continue their personal development by renewing certifications and taking computer classes to stay up-to-date.

Highlights on impact

  • It is possible to bring the services to where people are, often by pairing with other organizations.
  • The recipient family often thrives when allowed to invest in their future. This sense of ownership empowers them to utilize the tools received to make a substantial impact on their financial and educational successes.
  • Refurbishing saves the landfill from electronics waste.
  • Recipients can learn how to give back to the community through a well-run program.

Highlights on challenges

  • We all felt connected before the pandemic, only to realize that we were not when the world shut down. The same is still true today. The digital divide is not over.
  • Training early in the pandemic was completely virtual so one challenge was working with the students over the phone to get them comfortable accessing zoom in order to begin online training.
  • Gaining trust is critical. Scheduling sessions with people who have unstable housing and employment demands can be difficult.
  • Geography can be a challenge. If low-cost public transport isn’t available, getting computers and services to the people is costly.
  • The biggest challenge is gaining trust. When the service is free, people wonder “what’s the catch?” 

Full answers 

ODLAN – 2S-LGBTQ+ awareness

The Ontario Digital Literacy and Access Network (ODLAN) is a queer-centered non-profit that works with 2S-LGBTQ+ organizations and other service providers to advise on digital skills and access barriers. They incorporated on January 5, 2021, to address the access barriers that queer older adults were experiencing during the pandemic. Founder Stephanie Jonsson’s graduate research focuses on the experiences of 2S-LGBTQ+ older adults in health care settings. Her ongoing work has informed ODLAN’s insights into how to make online services and spaces more accessible. 

Since forming, they have successfully served 2S-LGBTQ+ service providers with resources, research, tools, and guidance on how to build effective digital strategies for inclusive programs. Through their network partner Connected Canadians, they supplied nine iPads with tech mentorship support to 2SLGBTQ+ older adults experiencing digital access barriers in Toronto. 

The Canadian government’s New Horizons for Seniors Programs funded ODLAN to combat digital exclusion. ODLAN created a comprehensive resource portal of digital literacy and access programs, a review system to ensure organizations on their resource portal were queer-friendly, and developed educational materials, including infographics and videos to educate the public on 2S-LGBTQ+ digital inclusion. The portal launched in August 2022.

Lessons learned include that collaborating with network partners and circulating best practices between organizations that do similar work is vital in sustaining digital literacy education for 2S-LGBTQ+ community members. Though general programs are helpful, there are particular access and literacy needs that are not being addressed for 2S-LGBTQ+ communities. Many online resources for digital literacy do not offer instructions on how to change your name in an established account, how to protect your privacy to prevent being outed, how to find safe communities to socialize with, and don’t include queer-centered platforms in examples of online dating. 

Many of the challenges are systemic; to access the internet and benefit from its content, users need access to an internet connection, a reliable device, and knowledge of how the device works. When people lack access to these services and expertise, it is often because they are experiencing financial barriers, do not have safe or reliable housing, and/or are experiencing discrimination from service providers. Ideally, there would be comprehensive infrastructure solutions to resolve these inequalities, but many people are trying to help through grassroots organizations and programs. ODLAN seeks to help these organizations by bringing them together since small groups need ongoing support in the face of such profound social challenges. In particular, they want to assist organizations that combat these issues by offering rental devices, low-cost internet, or digital literacy education, helping them to become more knowledgeable about 2S-LGBTQ+ identities to best support queer clientele who need digital access assistance.

Unanticipated challenges include the example of a local queer older adult receiving an iPad through the Connected Canadians tablet program, the device wouldn’t hold a charge. Though ODLAN assumed this was a technical issue with the device, it turned out that rodents had chewed the charging cord. What they initially thought to be a device issue was a housing issue, which broadened their understanding of what it means to support people learning to use new devices and access the internet. 

Computers 2 Kids – Computer Distribution

C2K’s Technology Assistance Program has been active since 2004. In September 2021, Computers 2 Kids secured San Diego as one of ten cities in the U.S. for a two-year device access project through Digitunity, becoming the official device distribution partner for the City of San Diego’s SD Access 4 All Initiative.

 A holistic approach is necessary for success in addressing digital inequity. Working directly with the City of San Diego, SANDAG, community partners, and educational representatives ensures that resources are used efficiently and effectively without overlap in services. C2K’s Technology Assistance Program has a proven, highly effective distribution model based on acknowledging that the recipient family thrives best when allowed to invest in their future. This sense of ownership empowers them to utilize the tools received to impact their financial and educational successes substantial.

Many children have to complete their homework on cell phones, while families struggle to afford the high cost of providing devices to give everyone in the home access. C2K helps them obtain access to affordable and reliable computers. One family reached out because their child was in the hospital receiving leukemia treatment and would miss a lot of her school year. Their teacher suggested they contact C2K to get a laptop so the child could join her classmates remotely from her hospital bed. Because the systems also come with an over-the-ear headset and built-in speaker, the child could easily hear and interact with the classroom over the ambient hospital sounds.

C2K has played a vital role in bringing awareness to the needs of the underserved. It isn’t just getting them connected to the internet. It is getting them the tools they need, with the training and technical support, all at an affordable rate to ensure the most sustainable internet use.

The most significant challenge is keeping awareness at the forefront now that much of the world is going back to in-person activities. The digital divide is not over. We all felt connected before the pandemic, only to realize that we were not when the world shut down. The same is still true today.

People’s Resource Center (PRC) 

Frank Goetz started the Computer Training Program through People’s Resource Center in 1997 when a low-income housing complex asked for help learning to use computers. Frank taught the classes by the seat of his pants, and started collecting computers to use in classes. People donated used computers, and the refurbishing program started. PRC was involved in establishing the Microsoft Authorized Refurbisher program so that computers could have legal Microsoft products on them at a low cost. Training has continued to be an important component with classes offered in a variety of subjects at 10 – 15 locations in DuPage county. PRC has refurbished and given away 17,200 computers.

PRC has addressed the digital divide and its impact on low-income communities for more than 20 years. In that time, they have learned what community members need to build basic digital skills and develop advanced skill sets so that they can accomplish their goals. The pandemic transformed PRC’s activities. As virtual education, workspaces, and social gatherings become more common, the Computer Training and Access Program became critical. PRC is building a connected, vibrant community where everyone has what they need to thrive. 

Over the last three years, they have learned: 

  • They can successfully offer virtual programs. While their five-year strategic plan referenced a slow test and adoption of online programs and services, the pandemic had other plans. The team adapted their curricula for online learning, providing community members with tools to offset social isolation, and supporting instructors who had never taught virtually before while remaining flexible as the realities of COVID and health department guidance shifted. Over the last two years, more than 137 people have participated in a virtual or in-person session; 22 have earned Microsoft Office Specialist certifications. 
  • Some programs should be merged to better serve their clients. In February 2022, PRC made the decision to merge the Adult Learning and Literacy Department with their Job Search Assistance Program to create the Adult Education and Employment Department. Between 10-30% of people meeting with a job coach also enrolled in at least one Computer Training course.
  • Meeting people where they are improves access. PRC can better serve adult learners when they know what they need and want to learn. The pandemic revealed a massive gap in digital skills, especially for older adults and individuals with limited English proficiency.
  • There is a growing need to provide laptops (versus desktop computers) and support to community members in obtaining broadband.

To share a story, Laura had built a career in medical education and research, overseeing the development and planning of programs, events, research studies and community outreach for medical associations and medical centers across Northern Illinois. In 2019, she took a step back from her working life to care for a sick loved one. During that year, she continued her personal development by renewing certifications and taking computer classes to stay up-to-date. In a field as high-tech as medical education and healthcare, she needed to maintain a relevant skill set to reenter the job market. When she was ready to return to work, she connected with the Adult Education and Employment Department to work one-on-one with a job coach. She explained that she was looking for computer classes to help boost her resume. She attributes her success in her job search in part to these programs. 

RSVP – Training

During COVID shutdowns, RSVP identified a big need for digital training. Many seniors were unable to order groceries online, participate in telehealth and stay connected with family and friends. Without digital skills they became isolated. The next area of great need was families with children who were trying to learn from home. The lack of digital skills affected the children’s education. Many parents were unable to help their students with school-issued chromebooks. They didn’t know how to download apps or email the children’s teachers. RSVP began the RSVP Digital Equity Program, training volunteers to help others learn how to use devices. They begin with the most basic information. After completing a needs assessment they found five specific areas of need: Internet Safety, Using Browsers, Email, Apps and Zoom.

RSVP learned to keep the learning simple and train on devices that students already own such as smartphones.

As a result of RSVP efforts, seniors are more confident and able to access grocery shopping, sign up for vaccines and covid tests and obtain other information that they need. They can stay connected with family and doctors remotely and ignore spam.  Students have been able to participate in the summer virtual reading program now that their parents know how to log in and access zoom and email.  The training has enabled their children to gain reading comprehension and fluency skills through participating in the program.

Training early in the pandemic was completely virtual so one challenge was working with the students over the phone to get them comfortable accessing zoom in order to begin online training.

Computer Reach – Digital Navigator Program

The Digital Navigator Program was modeled on NDIA guidelines, and based on decades of Apple service experience. Computer Reach launched three pilots in Summer of 2021.

Lessons learned include that gaining trust is critical. Scheduling sessions with people who have unstable housing and employment demands can be difficult.

In July, Computer Reach invited David Freudberg of Humankind Media to Pittsburgh to talk with Melvin Lewis, a recipient of Computer Reach’s Digital Navigator program. More information about the interview is available at:  https://www.humankindpodcast.org/pc/aging-in-community-pt-1-connecting-to-community. As Melvin said, “Having [computer and internet access at home] makes me feel that I am no longer alone—because when you get older, it can get lonely. But now it feels like I have a friend that I can hang out and have fun with. I love learning about this new friend’s quirks, so that we can get along even better … and you guys have been so helpful and patient when I called you about difficulties I encountered while using the computer and internet.”

The impact of the digital navigator program has been that more people in the community are connected and able to utilize Internet resources. This has been measurable.

The biggest challenge is gaining trust. When the service is free, people wonder “what’s the catch?” In some cases, there are concerns that it’s a trick being used by immigration services.

Computer Reach – Refurbishing Program

The Computer Reach refurbishing program grew out of Apple user groups in the late 1990s. Members of the group started acquiring and fixing computers, then started giving them away to people through homeless shelters and food banks. To date, over 12,000 computers have been given away.

Computer Reach has twenty-two years worth of lessons. The biggest one is that it is very difficult to sustain momentum as a volunteer-based organization. It is a major transition to shift to employing staff to perform key roles, but this transition is often necessary to avoid losing momentum.

Computer Reach has made significant progress in working with the local housing authorities to help target the underserved in the community. After a rocky start, they have developed a close relationship with the Pittsburgh Housing Authority, and are working with the Connect Home initiative.

Each computer provided to people in the region serves 1-5 individuals, with an average of three people helped per computer. That makes over 36,000 people who have been helped.

Geography is one challenge. Computer Reach serves a large region, a mix of urban and rural areas, and with a lack of low-cost public transport available, getting computers and services to the people is costly.

Building trust has been a real challenge. In some situations, Computer Reach had developed a program and procured funding, but when they approached the housing authority with a complete package, they were not welcomed. They discovered that relationships needed to be built, and the people serving the community needed to be involved in developing the solution, avoiding the “white knight syndrome.”

IBSA – Community Center & Technology Training

Lazone Grays from IBSA took a step back from his life and looked at what he needed when he first came to Topeka, and how he could help address those needs for others. He was aware that there were a lot of empty buildings in the community, and a lack of libraries. He saw the need for pre-apprenticeships, getting people the exposure to multiple trades, providing a path to an apprenticeship in their field of greatest interest.

Lessons learned include that connecting with the right people in the community is important (e.g. city manager, who is longer term than elected officials.) Learning about other organizations (e.g. PCs for People) and applying lessons from them. Bringing people together is key with opportunities for synergy (e.g. culinary program and technology training, sharing a building.) Once the city sees success in the program, they will want to build on that, but getting started requires laying the groundwork and building relationships. 

Daily, there are people coming to the community center, learning to type, working on the business directory, building skills, and then being hired by local businesses or state governments. There are 21 low income neighborhoods in Topeka, most of which are not served by libraries in the neighborhood. IBSA has worked with a culinary skills organization and acquired a former juvenile detention facility and has converted it to community space. The goal is to bring services to the neighborhoods where they are needed. 

Key impacts include an increase in technology skills, work ethic, and employment using those skills. IBSA has found that teaching technology to young people to help them learn skills that will help them to earn income and instill a work ethic. They have set up five computer lab hubs in five neighborhoods, each with ten computers.

For challenges, the state broadband office is largely focused on deployment and development of infrastructure, but Topeka is in the fortunate position of having access and affordability, but needs support in terms of devices and training to increase adoption.

AZStRUT – Techie Labs

Techie Labs started in 1998 when Intel and Motorola decided that partnering with a local school to teach students how to refurbish computers would develop technical skills and get youth introduced to the AZ StRUT mission. 

They learned that once a program involves more than five school partners, they require a focused, full-time program manager to keep the flow of materials and standards better. Schools are eager to partner and get more hands-on learning materials in their classrooms. They were able to recruit a teacher partner at each school who supports the AZ StRUT mission. Students are very engaged and feel impactful when they know that their work is helping others. 

AZ StRUT has a story about a student who was a Techie Lab student at Gilbert high School in 2009 – 2011. He is now a Network Infrastructure Specialist for Technology Services at Gilbert Public Schools. He credits the StRUT classes with launching his career. “Without AZ StRUT I wouldn’t have gone into computers. Where would I be now? I have a good, well-paying job, family, car and home.” He learned how to give back to his community through AZ StRUT Techie Labs. “Knowing that a computer can have a second or third life through my work in high school classes was rewarding and motivating.” After High School, he volunteered at Earth Day Collection events and even attended StRUT classes at Gilbert to talk with current students. 

Another story is about a teacher who taught many subjects, mainly focusing on electricity. In the 1980s he started fixing computers since he was the electricity guru. “If it was broken, they would bring it to me.” He became interested in computers as his drafting classes and curriculum moved to computer-based design. He found out about AZ StRUT and in the mid 1990s he was one of the first to start refurbishing computers with his students in an AZ StRUT Techie Lab. His students felt that he was a teacher who connected with his students, wanting them to succeed.

AZ StRUT’s approach to refurbishing means their impact is deeper and wider by partnering with schools and students. Some students become volunteers on-site with them. On average they take donated electronics, including computers, to 15 – 20 schools serving over 500 students each year. They save the landfill from electronics waste and turn it into hands-on learning material. Annually, Techie Labs refurbishes approximately 1000 computers that AZ StRUT can then distribute to Arizona Title I students, schools and nonprofits. 

Funding salaries to manage this program is the biggest challenge. Telling the stories and impact in a meaningful and consistent way is also a challenge. Storage and equipment flow is also a space and time challenge. Quality control of refurbished devices can present a time/labor constraint. However, the bigger picture of involving the community in helping the community is important. 

Conclusion and thank you

As always, PBDD is grateful to our partners who took the time to engage with us in sharing their experiences with effective programs. By sharing experiences, we all gain from each other.

Our conclusion is that there is good work being done, but still much work to do.