SPEAKER 1: Just [AUDIO OUT] health conditions is certainly one of the areas that we're moving towards. And we will talk a little bit about some of that in the webinar that's upcoming.
SPEAKER 2: Great. Thanks, Brian. So now I'm going to pass things along to my colleague, Elijah Youngs, who works with us at the IOD. He's fantastic. And he's going to be presenting with a couple of his colleagues as well.
So I have started sharing. I have started the recording. Our next session focuses on challenges related to digital equity and introduces one project which worked to address this. So, Eli, you should have permission to share your screen. So just double-check that real quick. Great. We see it. So I will pass it on to you and look forward to learning from you.
ELIJAH YOUNGS: OK. Good morning, everyone. Thank you. Sorry. I have a new mouse, and it's doing its own thing. [LAUGHS] Well, thank you for everyone joining us and taking the time out to hear all the great work that we all have done. My project was called Connect with Tech. And Connect with Tech also was birthed out of COVID-19, facing the many challenges that came about due to COVID-19.
And today, I'm going to be presenting with Tobey, who is the CEO and founder of Generations Online, and Abisha. She is, or was, my grad student worker, but she is now a PhD student in psychology. And we'll go ahead and get started. So Connect with Tech-- Bridging the Digital Divide.
So introduction to health disparities-- COVID-19 just highlighted a lot of structural health disparities in the United States. Especially in Pennsylvania, the rural areas, there was low resources. Communities faced unique challenges, geographic locations. Also, situations due to low income. It could be disabilities and poverty situations as well.
What we came to know is that there was a shortage of physicians and healthcare access, especially in these communities. There is a high poverty rate and lack of insurance. Aging populations were hit very hard during COVID with increasing risk. And in Pennsylvania, older adults, especially in rural areas, face compounded barriers-- location, geographic location.
There weren't many companies in these locations that supply internet services, or they just couldn't get internet at all, or it was a low signal for them to connect to the internet to do certain things on their phone or computer or tablet if they had one.
This grant, the Pennsylvania Department of Health and CDC COVID-19 Health Disparities Grant, it helped to reduce COVID-19 health gaps in underserved communities by removing these barriers, fighting discrimination, and building partnerships between different state agencies, community groups.
The goal of this program was to improve access to resources and support for everyone. We reached out to different organizations, notified them about our program, and tried to make these connections to reach those underserved communities.
So our program overview-- Initially-- let me just start here. We really didn't know initially what we were getting into. [LAUGHS] We thought one thing, but also had to pivot many times. We were planning on doing 5,000 tablets over the two-year program. But that, as you know, got extended. And we end up distributing over 12,000 tablets.
And just to give you an idea of how large this program is or how many people needed access, we received about 18,000 applications or attempts of applications. Only 12,000 was approved, a little bit more than 12,000. And that's over the whole state of Pennsylvania.
We reached 66 of the 67 counties. There was one county that we struggled with, which was a rural county. And we came to the conclusion that maybe a lot of people go there for resources, but don't live within that one county.
So our purpose-- the purpose Connect with Tech was to distribute tablets so that people have the technology to access medical services through telehealth and connect to the internet. While we did not supply internet connection or connectivity, we did provide them with resources.
That was programs-- we had the Affordable Connectivity Program. We had Comcast. Spectrum was another big cable internet provider out in some of the rural areas, and they had low-income programs to help people to get connected to the internet.
We did support and training, teaching them how to use their tablets. We also installed home pages on tablet-- use in teaching them how to use the tablet and maneuver through the tablets and different things of that nature. And Tobey will touch up on that later because Generations Online is the company that created that program for us.
Some of the barriers addressed was also location, disability, race, gender, and gender identity and income. We come to find out a lot of people found that it was too expensive to buy a tablet or some type of device. As we all know, electronic devices are not cheap, so that was one of the big barriers. And this was developed by TechOWL, funded by the CDC and Health Disparities Grant.
Telehealth and technology-- so telehealth became essential during the pandemic. As anyone know, many of us had to do our doctor's appointments if you were-- did not have to go into the doctor's office. They would prefer you to do your doctor's appointments via telehealth.
Some people in the rural areas did not have ways to get to the doctor. One, it was either too far away from them, or they didn't have any facilities in their location. So telehealth became very essential during this time. Especially for adults over 65 who are less likely to use tech for health, and lack of broadband internet access, Connect with Tech addressed the gaps by providing these tablets and connectivity resources, while supporting individuals to manage their health efficiency-- effectively. Sorry.
Why this program matters-- COVID-19 exposed many health inequities-- isolation from health care services, shortage of providers in rural areas, high poverty rates, and aging populations, limited broadband and tech use among older adults, and rural seniors faced the greatest digital health barriers.
So our implementation and process-- our marketing of this program was essential to get Connect with Tech off the ground. We use a combination of social media because I'm with TechOWL, TechOWL has a pretty large following on social media, Instagram, and TikTok. If you don't know, check this out at TechOWLpa-- trying to put that plug in there. But also, we had to market and do targeted marketing outreach.
My students, before we actually launched Connect with Tech, we spent about two months doing research and searching different organizations and programs in rural and in the city in urban areas to reach those underserved populations. And with that, we got these connections, emails, phone numbers. And we sent out a email blast letting them know about our program and instructions on how to apply to the program.
We also had informational flyers to share with clients. Some of our resources included our assistive technology resource centers, who went out to do presentations. Some of our staff, they go out to exhibits and do presentations and tabling. And they would give out our flyers and promote this program to get it out.
And also, word of mouth, which people tend to forget about. That's very important. Once people found out this program was legit and not some type of gimmick, the word started to spread.
And from conversations that I had with many applicants, oh, I heard through my brother or my sister or a friend or my neighbor, especially in senior living facilities. If one person got one, it was like-- it would just spread like wildfire. So that really helped us a lot with getting the word out about Connect with Tech.
So our device distribution-- we distribute-- we gave everyone a headset, which is important. If you're having a telehealth session with your doctor, and you're in a public library or in a public setting or a cafe, you want to not have everyone hear your conversation.
So we provided a headset, the tablet, and a stylus, and a protective case. Because one, these devices are expensive, and we want you to protect them. And if they drop so they're not damaged or broken because we do not replace them. It's one tablet, and that is all we can provide because we want to try to give everyone access to this.
Initially, we started out with a Lenovo tablet. That tablet, as we discovered, was very slow. It wasn't very user-friendly. So over time, we transitioned to Samsung Galaxy tablets to improve the user experience.
So our operation overview-- I managed a team of 32 students when this program began over the three-year span. That team included the tech coach team, who provided technical support and digital literacy coaching to our participants. They may have helped them with even things outside of just learning how to use their tablet, setting up their email, connecting their tablet to their phone.
Some people got locked out of their tablet. They had to assist them with resetting the factory settings on their tablet. So many things of that nature, especially when it comes to our seniors and those who are not experienced with technical devices.
The shipping team handled inventory management and packaging of all the tablets, shipping them out, handling all those different things that come with that, the logistics of handling just this whole project and shipping things out, our distribution, making sure the tablets are working, that they're turning on. And supplies, demand-- supplies that we have and keeping me up to date on what we have and what we need.
The key responsibilities of our student workers was to process new applications and enroll participants into the program, provide one-on-one tech support and troubleshooting, created and managed UPS shipping labels for our outgoing and return shipments.
And as we know here at Temple University, we did have some complications with that. We had UPS leave the campus. So then we had to pivot and change the way that we process shipping and get things out to people.
We oversaw the assembly and distribution of kits to participants across the state of Pennsylvania. We verified that tablets were working and were in working order before we shipped them out, and add educational resource home pages to each tablet.
So our education resource for our recipients was created by Generations Online. And Tobey will be taking over. I will continue. She created the Easy Tablet Help home page for us, and I'll let Tobey talk on that. Tobey.
TOBEY DICHTER: Next slide, please. Thank you. I'm Tobey Dichter, founder and CEO of Generations Online. And for 25 years, we have tried to help older adults get over the barriers of access, skill, and intimidation. And we were so proud, especially I, as a double Temple grad, when we were approached by TechOWL.
The results and the process, as intense as it was, is such a worthwhile, it was so reliable, and it worked so well. Here's the way-- I'm just going to whip you through five slides, six slides, that show you how we did it.
The whole idea is for those of-- what you would see on the screen is an owl sitting on a branch. And under the branch are four tablets. And those four tablets represent what we are teaching.
So there are the basics-- how to use the web, and how to stay in touch with everything from texting to emails. And then additional apps of how to take pictures and how to download apps. The importance is that there are instructions on every screen.
And so short-term memory for older people. Sometimes other kinds of disabilities required other kinds of accommodation. We built that in at the very front end. And as Eli was talking about the coaches, these 32 young people were helped by us with an online resource center.
So everything from their six boxes down at the bottom of the screen that you'll see, help getting learners started, all the way to printable materials so that they can have surveys or any kind of background they need. Next slide, please.
This is the way it would look, is let your fingers do the walking, is what it says. And if you put your thumb on the green thumb print and then swipe your finger up while keeping it on the screen, then you see more of the screen.
This kind of simple language for people who are intimidated or overwhelmed, in large type, simple words, and absolutely no jargon helps a person feel that accomplishment of learning how to do something. It's senseless to give them tablets if they're not going to learn how to use it. Next slide, please.
And so as Eli talked about, both finding a vaccine. Do you remember how hard it was to register? And people were asking relatives to go online for them. So we created-- it was simple, but it was important, how to find a vaccine, how to register for it. Next slide.
We consulted back and forth. Feedback loop is the best way to improve things. And there was a tight bond between our group. Generations Online, by the way, is a national non-profit. So this was-- we were all in our sweet wheelhouse. This is what we do. This is why we do it.
So as we would consult back with TechOWL, what do people really need? Well, they don't want to go through the whole basics. They just want to learn how to do an email. And so we would refine it, and then we would troubleshoot it. The email guides them step by step how to get a Gmail account because that's the most flexible. Next slide.
As we were talking about telehealth-- the telehealth, it's so interesting when you work on the front lines with some of these people, particularly older adults, but also those who are maybe shut in for other reasons. It is not easy for them to get over the simple thing of using their camera.
We worked with Penn Geriatric Center and learned what the patients need and where they stumbled, where they would get confused. And so we built just a simple tutorial that takes them through the basics. And you can see if you're looking at the screen, tap the image on the right to begin. So once it taps, then there's only two or three instructions-- big type, simple language on each screen. Next slide, please.
And finally, as our final-- by the way, this is still operable. You can go on to Easy Tablet Health-- EasyTabletHelp.org and see the entire work that we created for TechOWL. But the number of scams and phishing that is done for new users is unconscionable. They prey upon older adults, but anybody can get caught, as you know.
So we put forth a very thorough, comprehensive internet safety training. And in each of the trainings, there are the basics. So tap the image to the right to begin. If nothing happens, try again. These kinds of simple reinforcements were part of it.
I have to say, we were just completely awed by the way Eli and his team handled this, and the fact that we could help 12,000 people to any extent that they needed was very gratifying. Thank you. I'll turn it over.
ELIJAH YOUNGS: Thank you, Tobey. Now we're going to have Abisha, or Abi, as I call her, take over.
ABISHA EBENEZER: Hi, everyone. My name is Abisha. I'm the former graduate assistant to Temple TechOWL, and I'll be talking a little bit about our challenges, what it took to run this operation.
So firstly, with some of the logistical physical considerations, we had to make sure we were carefully coordinating and collaborating between multiple departments and external partners. We were collaborating with other community organizations to receive applicant referrals, provide tech support, market the program. And within Temple itself, we were collaborating with other departments. So we wanted to make sure we maintained those relationships and carefully coordinated with them.
With a team of 32 student workers, as a graduate assistant with Eli, we had to make sure that the daily operationals or the day-to-day functioning was efficient and carefully supervised. We made sure that we delegated tasks appropriately and created manuals or protocols whenever problems did emerge, so that as we trained new students we had-- we were increasing efficiency, and we had more of these manualized structures in place.
Third consideration was making sure that we continuously adjusted our inventory process and our tech support protocols. So sometimes there were gaps or phases where we were waiting for new inventory or waiting for new tablets or accessories, making sure that we notified applicants of any delays and notified them about what tech support might look like, so creating a protocol for that kind of logistical consideration.
We also wanted to make sure we had clear communication all throughout the program to make sure that we could deliver the kits in a timely fashion and also provide participant support in a timely fashion. So making sure that we, once again, let participants or applicants know about any delays we had or what that timeline would look like from submitting your application to getting your kit delivered, giving them a transparent view of that process.
And then we used REDCap as our database or software to track our applications real time. We used GPS to track our shipments in real time. Making sure we had these real-time tracking systems is also important so that we could stay on top of any problems that might occur, and also provide that transparency again and create efficiency. Next slide, Eli.
Overall, our impact-- we'll go a little bit more into our specific successes. But our broader impact, we did see that we did bridge the digital divide. Like we said, we were able to serve 12,000 Pennsylvanians. We were able to distribute tablets and provide internet access resources, provide training and ongoing tech support. And we were able to start increasing that access to telehealth and health services at a time where it was very much needed right after the pandemic.
And we hope that throughout this process and overall, that we were able to empower Pennsylvanians to manage their health, and also empower them to start using these other sorts of resources to make better health decisions. [INAUDIBLE].
This is just a quick picture of the counties we served in Pennsylvania. So as you can see, Erie, Allegheny, and Philadelphia and Delaware County had the most applications approved by far, which kind of makes sense. These are also the counties with probably the most amount of people.
If you look closer in Central PA, we didn't have as many applications-- so Mifflin, Snyder, et cetera. And I think there was only one county that we didn't receive any applications.
ELIJAH YOUNGS: Correct. [LAUGHS]
ABISHA EBENEZER: Hopefully, if this program is replicated in the future in Pennsylvania again or in another state, that would be a consideration to think about. How do we continue to reach more rural counties and more rural populations? And how do you create more engaging collaborations with some of their community stakeholders and partners? But you can see here that we were able to reach a broad variety of applicants and participants from all across Pennsylvania.
And then a little bit more about specific statistics. So overall, throughout the program, we received 14,000 applications. I remember when this program started, and it was kind of a slow roll of getting applications. And then all of a sudden, it burst. We were receiving 50 to 100 applications per day once. And through those 14,000, we deemed 12,000 as eligible through our criteria.
And we tried to make our inclusion criteria pretty broad. We didn't want to make it super specific where we were excluding too many people. So 12,000 people were deemed eligible. Only 2,000 were ineligible. And we were able to assemble and distribute 11,500 kits.
And through those applications, we were able to provide 6,200 instances of tech support. So not just providing the tablets themselves, but also having that one-on-one support with participants who might have needed that extra help with their device or, in general, with technology.
Some of the more specific successes of our program-- so we were able to really connect with some of these underserved rural communities through partnerships. We made it a point, when we were at the beginning of the program, thinking about marketing the program and reaching out to community organizations, of going county by county and looking at their county's website, trying to find different county organizations, contacting them, emailing them, speaking with them to make sure that we could create partnerships not through just email, but meaningful collaborations and learning more about the people in their county and the population they serve and what their needs were.
We've heard so many stories and so many first-person accounts of how this resource has helped people, from telehealth visits to seeing the social media engagement and providing that digital literacy support. Even through some of the phone calls we would get, people would talk about their stories and how this has really helped them, or through their applications, how this device or this resource is really needed.
And one of the successes that I'm personally proud about is we did-- I think we had a really efficient distribution model. Eli knows me. I'm all about, how do we streamline this process? Because we had so many student workers and we had a lot of hands in the pot, so making sure that we were able to have a system where it can go step by step, and we were able to fix any missteps that came about. And I believe the reason why we were able to distribute so many tablets as we were able to is because we had a system that was running pretty smoothly and pretty efficiently.
And then some of our challenges, and this is the last slide I'll be speaking on. So reaching rural areas. Like you see, there were a couple of central counties and some of the rural counties where we didn't receive as many applications.
So we did partner with local organizations. I think that is a consideration for the future, like I mentioned, about how do we create more partnerships? How do we get the word out there? And also, how do we gain trust with the community that's typically underserved or typically not represented?
Preventing duplicate applications-- So REDCap was a learning curve, but we were able to understand how to implement a verification process, learning how to support offline applicants, so participants who couldn't submit applications traditionally online, and then just making sure we adjusted our distribution model when it came to shipping.
ELIJAH YOUNGS: Thank you, Abi. So I'll take back over. And just talking about our major lessons learned. I know we're running out of time. So just to run through that. It was all about scalability. Expanding from 5,000 to 10,000-- that was something we literally had to make adjustments to do.
One, finding space to store all the tablets here at Temple University and make sure they're secure and locked down; collaborating with other community partners to expand our reach using our assistive technology resource centers; using that distribution list, and just talking to people in the community and reaching out to our neighbors, our friends, our other organizations, our networks, and using their reach as well.
Technology-- it simplifies the process. As Abi stated, making automation improve-- making things automated in REDCap, which also was a task, but it also improved our handling of everything-- automatic emails, letting them know the application was submitted, letting them know the application was reviewed. And also automation emails letting them know OK, your application was approved or you were denied. And getting feedback from all our stakeholders also help improve or help us in this process.
I'm going to move forward to the next slide, which is just some feedback from some of our participants or recipients of tablets from the program. I'm not going to read all of them, but just leave them up here for a few seconds just to let you go through.
One of my favorites, I'll just read that. "My name is Judy, and I recently received my tablet-- my first tablet. My late husband was my connection to all things tech. Thank you for all that you have done, Judy G." And these are just some of the testimonies or feedback that we received. A lot was over the phone.
One applicant, her name was Love. I remember her last name because it's Love. But I felt like she became my grandmother because I talked to her about twice a week for two months and just taught her how to use her tablet, and we built this connection.
And just one more here. "Thank you so much. You have no idea how much this means to me. This is going to be extremely helpful with classes and for the upcoming semester and overall access to life for life."
That's big. Saying how life is going to change because we issued and gave her a free tablet. So that lets you know how effective this program is, how broad it is and touched many people's lives throughout the state of Pennsylvania.
And finally, how they got access to Connect with Tech. People applied to the program through our website. A lot of it came through over the phone. We would process applications over the phone and submit them for them. Paper applications came to us through our networks and our other resources and partners.
And we have our outreach team that went out into the community. Some of our coworkers would go to senior living facilities and take a whole bunch of paper applications. And they would either bring them back to me, or they would mail them back. And we would get stacks of envelopes with applications and had to put those into REDCap electronically as well. So it created more work, but we got it done.
And that is the conclusion of Connect with Tech. I'm sorry I ran over a couple of minutes. Any questions?
SPEAKER 2: That's OK, Eli. Thank you so much. That was a fantastic presentation. Thank you, Eli, Abisha, and Tobey.