Giving Older Adults a Lifeline via Technology

Health Care Access

City of Los Angeles

Expand existing project, program, or initiative

Approximately 25% of adults over the age of 65 in the US do not use the internet. When everything shut down in March 2020, it soon became obvious that an internet connection was vital for older adults to stay in touch with doctors, family, friends, and other necessary services. As COVID continued to prevent in-person contact into 2021, SBSS began developing the GOAL-Tech program to address the issues that kept older adults from connecting to resources, such as telehealth, online. SBSS launched a pilot program in conjunction with the USC Leonard Davis School of Gerontology to better tailor the program to the needs of SBSS clients. Research has shown that many older adults experience what is referred to as a second level digital divide related to their comfort levels and skills. Participants in the pilot program stressed the need for patient instructors, hands-on education, cheat sheets, and repetition as keys to gaining confidence and comfort in the use of technology.

The GOAL-Tech program is a six-week class that can be delivered in person or online in small classes. The program does not assume a prior knowledge of technology and covers the basics, including applications, common icons, using cameras and microphones, using email and other messaging programs, online safety, and telehealth basics. A full class period is devoted to review and Q&A, with ample time for questions during each class period. Recordings are made of all online classes so that participants can review concepts and information as necessary. Handouts, workbooks, and manuals are provided for all participants to reinforce the concepts taught in class. The program is designed specifically for English and Spanish speaking older adults but is also offered to their informal caregivers. Caregivers are included so that they may aid the people for whom they care and so that they can develop the skills for themselves. Informal caregivers are often family members and may not have access to the resources to allow for education in technology. In addition, all participants who complete the program have access to a lending library of tablets and hotspots so that they may use the devices in their own homes. SBSS is planning to expand the program to include more languages and a wider geographic area. SBSS provides the city-wide Family Caregiver Support Program through the Los Angeles Department of Aging and is looking to target caregivers throughout the city.

As COVID-19 revealed, life-changing emergencies can quickly alter the landscape of available services and the ways in which people can access them. The sudden shift to telehealth underscored the necessity of providing the most vulnerable residents with the means to attend to routine, chronic, and/or acute healthcare needs in ways that allow for social distancing. Other vital services also moved online as telephones and tablets replaced in-person meetings. GOAL-Tech is designed to allow older adults to maintain and strengthen their connections with various service providers and their social circles. By providing education, hardware, support, and connectivity to allow older adults to navigate the internet safely and comfortably, SBSS is preparing older adults to better navigate future emergencies. SBSS is planning to scale the program up to include not just the city of Los Angeles, but also the county and eventually all of Southern California.

SBSS collaborated with the USC Leonard Davis School of Gerontology to conduct a survey of older adults on their attitudes toward technology for the GOAL-Tech pilot program. English and Spanish-speaking focus group participants reported that they primarily used digital devices to connect with family and friends and cited this ability to connect as a key driver of continued use. Family members, prior work experience, and community resources were the main facilitators of regular use, while lack of know-how was the biggest barrier. SBSS expects to scale the program to include more of Los Angeles' vulnerable, low-income older adult population as well as adding additional languages, including Korean. The program includes 6 weeks of in-person or online instruction with handouts, time for questions, and repetition to ensure participant learning. SBSS will continue to use participant surveys, focus groups, and interviews to evaluate and adjust the program to the needs of participants.