Digital Equity Partner: AgeSpan on behalf of the Massachusetts Healthy Aging Collaborative

The Need: Digital Equity for Older Adults

As essential services and life necessities continue to shift online, many older adults are at risk of being left behind. For individuals who grew up without the internet or access to a computer or smartphone — particularly those facing financial, health, mobility or vision challenges — the lack of digital understanding can deepen isolation and limit access to healthcare, transportation, benefits and social connection.

AgeSpan and MHAC recognize digital inequity among older adults is rarely about a single barrier. It is often a combination of limited access to devices or internet service, low confidence using technology, and a lack of trusted and tailored support. Addressing this gap requires meeting older adults where they are — geographically and emotionally — to offer learning environments that are welcoming, practical and responsive.

The Approach: A Networked, Community-Based Model

With grant funding from the Digital Equity Partnerships program, AgeSpan partnered with MHAC to activate a statewide network of seven ASAPs and four community-based organizations to advance digital skills for older adults. Rather than relying on a single delivery model, partners offered a range of support including one-on-one training, small group classes, tech cafés, computer labs, office hours and home visits, allowing each organization to tailor programming to local needs.

This flexible approach emphasized real-world application over abstract instruction. Training focused on everyday goals: communicating with family, participating in virtual classes (e.g., yoga, craftwork), attending telehealth appointments, paying rent online and arranging transportation. As community needs evolved, partners adapted programming to introduce device-specific trainings, foundational keyboard and typing classes, smartphone office hours and emerging topics such as AI.  

Impact at a Glance

To date, AgeSpan has used their grant funds to reach older adults across the Commonwealth at an increasing scale. Use of digital navigator services among older adults has rapidly increased, almost doubling the service utilization in the last quarter compared to prior quarters:

• 7,554 older adults gained basic technology skills
• 6,500 older adults received digital skills training tailored to specific personal goals
• 6,430 older adults received digital navigation support

Participants used their new skills to attend telehealth appointments, book travel, manage benefits, apply for housing, pay bills online and connect socially — often for the first time. The steady increase in participation reflected growing community trust and the expansion of outreach and referral efforts.

Human Impact: Confidence, Connection and Joy

For many older adults, learning technology is about more than functionality — it’s about gaining confidence and independence. One participant shared that these services helped her book a flight to Colombia on her own, describing the experience as, “one of the happiest moments of my life.”

In another organization, an older adult who initially doubted her ability to learn new technology attended Chromebook training. With encouragement and support, she not only gained confidence but eventually became a volunteer assistant helping other participants who were struggling and transforming from learner to leader.

These moments capture the focus of AgeSpan’s work: digital equity as a pathway to dignity, connection and renewed purpose. Whether writing personal stories, applying for jobs or engaging with their community online, participants consistently described AgeSpan’s and its partners services as empowering.

What This Work Revealed

AgeSpan and its partners uncovered several insights that are shaping digital equity efforts for older adults statewide:

• Flexibility is essential: Older adults benefit from different formats accommodating for varying levels of skills, confidence and learning styles. Offering multiple entry points increases participation and success.
• Strong partnerships require time and sustainability: Building effective referral pathways and collaborative programs with councils on aging, housing sites and community organizations proved essential and resource intensive. As demand grew, volunteer shortages highlighted the need for intentional strategies, such as partnerships with local colleges, to expand capacity and sustain community-based work.
• Digital skills require lifelong learning: Programs must continuously adapt as technology changes — balancing foundational skills with emerging tools like AI to meet learners where they are.

Click to read the full A Commonwealth Connected report.