Digital Navigators play important role in community advocacy

Jonathan Crowell

June 6, 2024

The world has increasingly become more digital. From remote work to online education programs and even telehealth services, our interactions are highly enabled by technology.

However, this isn’t a reality for all…yet.

Take, for example, a retiree who needs to schedule a doctor's appointment but does not know how to access their provider’s website portal. Or a family whose device isn’t working properly and restricting access to internet services that many of us use to work, learn and live online.

While these might not be challenges for those who have integrated technology as part of their everyday lives, they can be insurmountable barriers for others.

The Maricopa County Broadband Initiative is a collaborative effort between Arizona State University and the Digital Equity Institute (DEI) to address the digital divide in Arizona. Digital Navigators play a key role in the initiative, bridging the gap between this project work and community impact by offering support and resources to make the online world more accessible to those who need it.

Addressing gaps in access and adoption

To better understand the impact these Digital Navigators have, it’s important to recognize the complexity required to bring communities online.

The first challenge is access and availability. Under the Maricopa County Broadband Initiative, the team behind AZ-1 – a central hub for information and resources related to broadband access and digital equity in Arizona – is the collaborative effort underway to improve access. The AZ-1 team recently launched a broadband mapping project, which showcases where broadband is severely lacking in communities across the county.

Another complexity when bringing communities online is adoption and utilization. Once individuals gain access to the internet, how do they learn best practices – and, more importantly, safeguard their digital identities?

This is where a program like the Digital Navigators is essential. Spearheaded by DEI, this team is engaging with the community to provide hands-on education to access resources for online education, telehealth opportunities, and workforce development.

"Digital Navigators are the catalyst for building trust with community," said Erin Carr-Jordan, chief executive officer of DEI.

Meet the Digital Navigators

Digital Navigators attend to incoming phone calls, troubleshoot technology problems and empower community members with digital literacy skills. The dedicated team are on the front lines of bridging the digital divide in Maricopa County, providing a lifeline for those struggling to navigate the complexities of the digital world. These Digital Navigators not only provide immediate solutions, but also offer guidance for long-term digital skills development.

Lilian Taruvinga, a Digital Skills Navigator since February 2024, thrives on seeing the "improvements in the digital skills" of community members.

“I get to think critically about what best serves the community and would help bridge gaps in technology access," she said.

Whether it's guiding users through digital literacy training programs — such as Learning.com and Common Sense Media — or helping them set up ride-sharing apps, Taruvinga's work empowers individuals and fosters digital independence.

Clayton Salm, another Digital Skills Navigator, tackles technical issues head-on. A partnership between DEI and Apple has equipped Salm and his team with the resources to provide iPads and essential digital literacy training.

"We are fortunate enough to have a few regulars that use our Hive space frequently," said Salm, highlighting the program's ability to create a safe and supportive learning environment.

Leading the charge is Alexa Tarvid, the Digital Navigator team supervisor. Since 2022, she's witnessed the team's dedication to empowering individuals.

"Those we serve often come in frustrated, but they leave knowing they aren't alone," asserted Tarvid.

With a growing team of ten and plans to expand their Hive locations across Maricopa County, the Digital Navigators are making a significant impact. Their commitment to personalized support and community engagement is paving the way for a more inclusive digital future in the local community and beyond.

The digital divide isn't an inevitable chasm, but rather a hurdle that can be overcome with the right support.

"It takes passion and dedication to do this work well," Carr-Jordan continued. "It is through the relationships they build that people learn to safely and confidently explore online spaces and become empowered to take full advantage of the the internet for education, work, and play," she concluded.

As technology continues to reshape our world, these Digital Navigators are ensuring everyone has the map and the knowledge to navigate the terrain ahead.