Cambridge Digital Navigator Program Helps Hundreds of Cambridge Residents Address Gaps in Digital Access

In honor of Digital Inclusion Week, which is taking place October 6 - 10, the City of Cambridge is proud to highlight the work of the Cambridge Digital Navigator Program. Cambridge's digital divide deepened during the COVID-19 pandemic, with up to 40% of low-income residents reporting that they did not know how to use the internet for essential functions such as banking, applying for jobs, contacting medical support, or purchasing groceries. The Cambridge Digital Navigator program was created to address gaps in digital access. The innovative program model centers on community-based Digital Navigator roles who support low-income residents in accessing internet service, free digital devices, digital literacy classes, and one-on-one tech support.

The Digital Navigator Program is a collaborative effort between the City of Cambridge Department of Human Service Programs (DHSP), Cambridge Public Library, Cambridge Public School Department, Just-A-Start, Homeowners Rehab, Inc. (HRI), Cambridge Housing Authority (CHA), and Cambridge Community Television (CCTV). The Cambridge Coalition works closely with and models MassHire's Digital JEDI Consortium, which supports Metro North communities in reducing digital inequities in jobs and career growth.

Since launching in August 2024, the Cambridge Digital Navigator Program has:

• Responded to more than 2,000 requests for digital support
• Served more than 800 residents across all partners
• Distributed 569 devices, including laptops and Wi-Fi hotspots
• Referred 164 residents to community services including affordable housing, childcare, and food assistance
• Connected 102 households to low-cost internet access
• Enrolled 76 residents in digital literacy classes

The Cambridge program has six Digital Navigators. These roles, coordinated by CCTV, are strategically deployed to support residents where they live or in community settings where they feel welcome, including CHA and Just-A-Start affordable housing developments, HRI senior housing, the Community Learning Center, Cambridge Public Schools, and the Cambridge Public Library's Main Branch. Digital Navigator support includes helping residents sign up for low-cost internet service, troubleshooting connectivity issues, and assisting residents in setting up computers, tablets, or other devices for home use. Data collected over the past year indicates that residents return to the Digital Navigators multiple times as they build trust. Digital Navigators also help residents with online processes like applying to the Cambridge Preschool Program and DHSP Afterschool Lottery, as well as signing up for food benefits and completing job applications.

"CCTV has long been committed to access and community wellbeing," said Shelley Wolfe, Executive Director of Cambridge Community Television. "The Digital Navigator Program has quickly become a major pillar of our work, helping residents gain confidence with technology while connecting them to critical resources. By bridging digital access with social and economic opportunity, this program empowers our community members to participate more fully in civic life and to thrive in today's digital world."

"We are proud of the immense impact that the Digital Navigator Program has had on Cambridge residents who are most deeply affected by the digital divide," said Cambridge City Manager Yi-An Huang. "Thanks to this innovative program model and close collaboration with our partners, we have supported hundreds of residents in accessing digital and community resources that enhance their quality of life."

The program is currently funded by the Mass Broadband Institute and the American Rescue Plan Act (ARPA) through the MassHire Metro North Workforce Development Board and the City.

To learn more about the Digital Navigator Program and how to play a role in its ongoing impact, visit CCTV's website: https://www.cctvcambridge.org/learn/digitalnavigatorprogram/