When the COVID-19 pandemic hit, many organizations serving older adults were faced with an urgent new reality: the digital world was no longer optional. Whether accessing information or staying connected to loved ones, technology became essential for older residents and revealed how many lacked the tools and support to get online.
That moment sparked a shift. Aging services agencies across Massachusetts began reimagining their roles. Many of these care providers now had to act as digital access leaders as well.
AgeSpan, an organization serving older adults in the Merrimack Valley and North Shore, responded to this shift by building a network of community partners and new digital access services to help older adults navigate the online world.
In 2023, AgeSpan, in collaboration with 10 statewide partners, received one of nine grants from the Massachusetts Broadband Institute’s (MBI) Digital Equity Partnerships Program. This funding helped AgeSpan launch its Digital Access Program.
What started two years ago as a pilot is now an established program that reaches thousands of residents with free devices, personalized training and tailored tech support.
“Digital equity ensures older adults are not left behind,” said AgeSpan CEO Joan Hatem-Roy. “It ensures they are empowered to connect with loved ones, access vital services, and keep learning every day.”
AgeSpan’s work echoed MBI’s program goal of supporting expanded digital inclusion efforts to residents statewide, especially older adults.
“We want to make sure older adults have access to affordable internet, devices and the knowledge to use them,” said AgeSpan Digital Equity Program Manager Molly Gerbutavich. “Especially now, with so many services moving online, technology is a necessity.”
Through AgeSpan’s Digital Access Program, adults ages 60 and older receive free LG tablets and one-on-one support to learn new digital skills. To learn at their own pace, participants set their own goals, whether that is learning to join a Zoom call, use accessibility tools or manage a health care portal.
AgeSpan’s impact is amplified through its partner network. One of those key partners is the Massachusetts Healthy Aging Collaborative (MHAC), which leads outreach and supports providers statewide.
“Our programs are built around what people want to do — not what we assume they need,” said MHAC Executive Director James Fuccione. “One participant relearned how to play guitar through YouTube. Another learned talk-to-text because arthritis made typing difficult. We start with their interests and build confidence from there.”
May is national Older Americans Month, an initiative led by the Administration for Community Living (ACL), which recognizes older Americans' contributions, highlights aging trends and reaffirms the commitment to serve older adults. This year’s theme, Flipping the Script on Aging, focuses on transforming how society perceives and approaches aging, encouraging individuals to overcome stereotypes.
AgeSpan and MHAC’s work echoes this month, and supports its theme, by challenging outdated assumptions that older adults are not interested in learning new technology or only go online for medical needs.
“We see people using their tablets to connect with family, learn new hobbies or even explore creative writing,” said Gerbutavich. “They want to participate in their communities just like everyone else.”
However, challenges around affordable digital learning and connectivity remain. With the Affordable Connectivity Program’s funding ending in 2024, many older adults are left with no reliable way to pay for internet access. In Massachusetts, over 367,000 people were enrolled in the program at the time of enrollment freeze like data plan subsidies, but issues surrounding long-term affordability remain.
“Digital equity isn’t just about devices,” said Fuccione. “It’s about dignity. It’s about recognizing technology as infrastructure, like transportation or playgrounds, that help people participate fully in life.”
Since January 2024, AgeSpan and its partners have reached nearly 2,000 older adults. MBI’s Digital Equity Partnerships program and support amplified their impact and work to help organizations across Massachusetts build sustainable digital access solutions tailored to community needs.
“We’ve created a model that’s replicable,” said Gerbutavich. “Partners like Old Colony Elder Services are now offering similar programs because of the funding and the network we’ve built together.”
As Massachusetts continues to plan for an aging population, where nearly 28% of older adults live alone, digital inclusion will remain a central part of ensuring connection.
“This work is about more than access,” Fuccione said. “It’s about creating communities where older adults are seen, supported, and empowered to learn something new.”
AgeSpan, and their 10 statewide partners, deliver support in multiple languages and offer in various learning formats, including home visits, group classes, and public presentations on topics like scam prevention, artificial intelligence, and online safety.
AgeSpan’s main office is located at 280 Merrimack Street, Suite 400, Lawrence, MA 01843. For inquiries about their program, please contact info@dev.agespan.org.