Thousands of Portlanders have long struggled with a lack of affordable and reliable internet access, devices, and digital literacy skills; making them feel invisible and left behind. Our community partners have shared more insights on these experiences. We’ve also learned about the impacts of the technology kits (devices, internet, training) and the underestimated need for digital connectivity.
Summary
As the COVID-19 pandemic increased dependence on technology, it has exacerbated the digital divide for frontline communities such as people of color, people living with disabilities and low-income. Risk also increased for those who cannot safely access essential resources and services remotely. Without access to technology and internet connectivity, our project recipients have:
Lost connection with friends and family.
Experienced loss of income.
Found it difficulty to balance work and school during the pandemic.
The resources distributed with $5 million in CARES Act funding aided Black, Indigenous, and People of Color (BIPOC) communities and individuals with disabilities. However, this project was only able to fufill 25% of the applications received.
As our community partners learned more about the need for these critical lifelines, they reported back that the demand is underestimated. Community organizations shared how quickly resources were allocated and the exceeding demand for internet access and devices. These have been critical lifelines for BIPOC communities and those living with disabilities, who are at the highest risk of digital exclusion.
Understanding the digital divide in Portland
The CARES Act Digital Divide PDX project partnered with 24 community-based organizations to implement the technology kit resources (devices, training, internet assistance) to community members. Our community partners not only distributed these digital inclusion resources but also built digital communities. This means they built new digital programming and services with those they serve to do online what they would ordinarily do in person. Today we share stories that offer insight into:
How community members accessed technology before the CARES Act Technology Kit project.
How they connected to their social networks.
How they use technology to access other resources and critical services.
The stories shared reflect a wide variety of experiences. We are grateful for the time given to offer deep insights into Portlander’s struggles with technology access. Stories featured are from:
Portland Opportunities Industrialization Inc. (POIC).
Hacienda CDC.
The Arc of Multnomah-Clackamas Counties (The Arc).
North by Northeast Community Health Center.
Asian Pacific American Network of Oregon (APANO).
Before the Technology Kit project, community members had little to no technology access
The vast majority of communities served through this project were surviving with little access to technology and were socially isolated. Families often shared one device among several family members. Many were only able to access the internet through their phones. A few partner organizations commented they did not realize how pervasive the digital divide in Portland was until working with tech kit recipients.
Portland Opportunities Industrialization Center (POIC) reported that before the pandemic 75% of their community members did not have reliable computers. Another survey by Hacienda CDC showed that 80% of their community only accessed the internet through their phones. Recipients from The Arc of Multnomah-Clackamas (The Arc) had no technology access whatsoever before receiving resources from the CARES Act Technology Kit program.
Helping community members connect to social networks and online communities
While others in their communities were able to stay connected to friends and family, tech kit recipients were cut off from one another. Receiving CARES Act resources allowed them to connect to their social networks and join virtual communities. Human interactions with loved ones separated geographically were difficult. This makes it tough to know what was happening to people. Many of our community partners rely on in-person interactions to provide services and outreach. They struggled to maintain participation as life moved online in the spring of 2020.
The Arc and a related program, Club Impact, run a social group for adults with disabilities in Portland. They offer day programs and events for community members to join. When they switched to a virtual platform, a significant portion of their members were unable to attend. After receiving iPads, the attendance numbers have greatly increased. The Arc recipients have been able to stay connected and build community.
North by Northeast’s Community Health Center patients can participate in various committees. Patients are engaged in decision making and program development. The clinic was conflicted in the spring when meetings moved online and many could not attend.
One board member on the racial equity committee was unable to connect to meetings. They experienced technical difficulties due to an unreliable computer. While calling into Zoom meetings is an option, it means missing out on chat functions and getting to see people's faces. Tech kit project support through devices and digital literacy materials helped rebuild after the loss of valuable community input and engagement.
The clinic shared they were not offering video-based health calls because many patients did not have internet connectivity. Offering the telehealth services, not accessible by all patients, could worsen existing inequities. With more investment in reliable, affordable internet connectivity and devices for organizations like North by Northeast, the quality of telehealth—a crucial service— in this pandemic, can better serve marginalized communities. They expressed how they dream of having a “stack of computers on hand” to distribute to vulnerable community members.
Hacienda CDC shared how the Digital Divide project provided an incentive to adapt to digital programming and create digital spaces. Their success came from existing infrastructure and trust among their community. The families they serve are hard to reach and often fall through the cracks of school support systems. High schoolers in the Hacienda community used to have a regular after-school community. With their Chromebooks, they have started to rebuild their spaces with Minecraft. After months of limited contact, families were able to connect to loved ones far away. This was a rejuvenating experience, to be able to see family on a screen rather than handing the phone off. Many were skeptical about using Zoom, hearing it was used for primarily work purposes. Afterwards, they mentioned they had no idea what they were missing. They were overjoyed to be able to connect with family states or countries away, it was special. Some were able to meet new family members for the first time virtually.
Tech kit recipients are now able to receive critical services virtually
Receiving internet enabled devices were a critical lifeline for community recipients. They have been used for school, jobs, access to healthcare, and other program benefits. Community organizations said the majority of their community used smartphones for internet access. This puts them a disadvantage as certain websites are not designed for smartphones.
Before this project, Hacienda community members without computers skewed younger. They experienced limited success with online schooling, many not attending or falling behind. This was a combination of slow or nonexistent internet access or coordinating access between siblings. For one family of six, receiving a CARES Act Technology Kit meant no longer needing to share two smartphones with everyone. Another Hacienda recipient attending Portland Community College was at risk of dropping out. They needed a device or way of connecting to email, they were in tears after receiving a Chromebook. This student shared it "saved my life and my grades!" Resources received have been life-changing, especially for teenagers. They appreciate having more privacy and their own device. Student recipients can regularly attend school, no longer missing the necessary tools. Some even described the device and connectivity as liberation.
Students are the most visible community members with technology needs. They are also the typical recipients of digital divide projects. POIC helped individuals in all stages of life. For adults, this project made it easier to search jobs and to connect to other aid from POIC and in the Portland area. Some of POIC's recipients were parolees, who experience a lack of aid when transitioning into society. They mostly rely on their phones for all Internet needs and having a Chromebook has been life-saving.
POIC covers a large area of Portland from NE Columbia to 182nd Avenue. Fifty of their families assisted by this program reported no income and the rest were well below the federal poverty line. Receiving internet access or technology devices is essential for families to survive. It allows them to access and learn about other programs and resources. Otherwise they might miss foodbox drops, rent relief, or other forms of aid relief. If they hear about resources through word of mouth, they'll be too late.
Many of APANO’s recipients are seniors in the Chinese community living in Jade District senior housing. Due to their health vulnerability, they are extremely isolated. It is even harder for them to learn about resources, food insecurity being a major concern.
With Chromebooks and internet cards they are now better connected to APANO staff who can help them access resources. These experiences were shared by The Arc and North by Northeast communities. Tapping into the social service world is easier when households have a device.
Telehealth services have been critical, particularly for those with pre-existing health risks. North by Northeast recipients skew older and primarily serve Black men with diabetes. Those who received devices were in their mid 50s, about the average age of a typical patient. Before the pandemic, in-person visits were essential to this relationship-based organization. With growing displacements in North and Northeast Portland, most patients are in East County/Gresham. The ability to conduct virtual visits will remain after the COVID-19, helping further their reach. Similar to North by Northeast, The Arc community serves adults. While they don't provide health services, The Arc has helped their community with telehealth services. These adults live with disabilities, and can receive care they have missed now that they have internet access.
For some tech kit recipients, being able to upgrade internet service and receiving a device allowed them to keep their jobs. They previously relied on technology available at work. When work went remote they experienced issues with old computers and bandwidth issues. Others were unable to search for employment when they lost their jobs in the spring. After receiving a device they were able to find remote jobs. “Work, social, and school are all online and people want to learn… You don’t know what you don’t know, but as soon as that door opens, I’ve been missing out on this,” shared one community member.
A case for future efforts
Every time a family receives a resource it allows them to buy something else they need. Money spent on internet access can go to food or medicine. We would like to thank our community partners and community members for sharing their stories. Community partners shared many more stories illustrating the impact of the CARES Act Technology Kit project on their lives. This helps us add to the digital divide narrative in Portland. While resources distributed went to those desperately in need, only 25% of that need was met. We know far more work is needed to close the digital divide gap and reach all vulnerable groups. Learning about accessing technology can be uninviting because of the price tag and literacy required. Community partner organizations played an essential role as trusted partners and building a bridge to training. If more people thought technology access were possible, the numbers would grow.
The success of this project is rooted in wide community engagement and community leadership in decision-making by frontline communities. This is only possible when community members have essential services covered to access digital spaces. Participation from Black, Indigenous, and People of Color Portlanders and those living with disabilities will depend on reliable internet and devices.
Community work groups will continue to center communities at high risk of digital exclusion. We will keep supporting frontline organizations and building digital communities. To learn more about future efforts, contact connectingportland@portlandoregon.gov for more information.