Supporting Families Through Digital Navigation Assistance

While digital tools can make services more accessible, many families still struggle to use them effectively. Cities can address this by offering digital navigation assistance at key community touchpoints such as libraries, schools, and health clinics. Trained staff or volunteers can walk residents through online applications, help reset passwords, upload documents, or explain eligibility requirements. In San José, California, the Digital Inclusion Partnership funded community-based organizations to provide device support and digital literacy training in multiple languages, leading to increased uptake in online benefit applications¹.

Families should ask local service providers if digital support is available before attempting to complete complex applications on their own. Some cities have created “digital help desks” or mobile units that visit neighborhoods to provide in-person tech help. Parents of school-age children may also find support through public school systems, which often have staff familiar with platforms used for benefits like food assistance or subsidized broadband. By tapping into these local resources, families reduce the frustration and delays that often come with navigating digital systems without guidance.

Using Smartphones to Access Services Efficiently

Many families rely on smartphones as their primary internet device, especially those without reliable home broadband. Service providers should ensure their platforms are mobile-optimized, meaning that forms scale properly to phone screens, buttons are easy to tap, and upload functions work even with limited data plans. New York City’s ACCESS HRA app, for example, lets residents apply for and manage public benefits like SNAP, cash assistance, and Medicaid directly from their phones, with photo upload and real-time status tracking².

Families can maximize smartphone use by organizing key documents (such as IDs, proof of income, or lease agreements) in secure cloud storage apps like Google Drive or Dropbox. Many agencies now accept document uploads directly from mobile devices. Keeping digital copies ready helps speed up applications and reduces the need for in-person visits. It’s also helpful to enable SMS notifications where offered, so families receive reminders about appointments, renewals, or missing paperwork. Text alerts can prevent missed deadlines and service interruptions.

Practical Tips for Building Digital Readiness at Home

For families who want to be more self-sufficient in accessing services online, small steps can build digital readiness over time. Start by setting up a shared email address that all adult family members can access and use for benefit applications. Use a password manager or write down credentials somewhere safe to avoid frequent lockouts. Create folders on your device or cloud storage for different services (such as housing, healthcare, education) to keep documents organized.

It’s also important to practice using common digital tools before an urgent need arises. For example, try video conferencing with a friend to get comfortable with telehealth platforms. Download apps used by local agencies in advance and explore their features. Many providers also post tutorial videos or host live “how-to” sessions online. Taking time to learn these tools in a low-pressure setting makes them easier to use when assistance is urgently needed.

Encouraging Community-Based Digital Equity Initiatives

Cities and nonprofits can support families by investing in hyperlocal digital equity programs that address the specific barriers faced in different neighborhoods. For instance, Chicago’s Digital Equity Council worked with local leaders to identify areas with the lowest internet access and launched targeted campaigns to distribute devices, offer bilingual tech training, and expand Wi-Fi availability³. Families benefit most when digital help is tailored to their language, cultural context, and daily routines.

Families can advocate for these kinds of supports by participating in local planning processes, such as town halls, school board meetings, or community advisory councils. Sharing personal experiences with digital access barriers helps agencies prioritize investments where they are most needed. Residents can also join digital literacy workshops or volunteer with local digital inclusion programs to build community resilience and help others overcome the same hurdles.

Leveraging Telehealth for Consistent and Accessible Care

Telehealth is a powerful tool for families managing chronic conditions, mental health needs, or developmental disabilities. It allows for regular check-ins without the burden of commuting, taking time off work, or arranging childcare. For example, during the COVID-19 pandemic, tele-behavioral health appointments increased significantly among Medicaid and Medicare recipients, helping maintain continuity of care even during lockdowns⁴. Many states have now expanded telehealth coverage permanently, including reimbursement for phone-based visits.

To make the most of telehealth, families should check whether their providers offer virtual visits and what platforms they use. It’s important to test the technology ahead of time and find a quiet, private space for calls. Some community clinics provide telehealth kiosks or partner with libraries to offer private rooms with Wi-Fi and devices. For those with limited English proficiency, many providers now offer interpreter services via video or phone during appointments. Using telehealth strategically can reduce missed appointments and improve long-term health outcomes.

Ensuring Secure and Respectful Digital Engagement

Trust is essential when using digital systems to access social services. Families need to know that their personal information is handled securely and used appropriately. Agencies should clearly communicate their privacy policies, use secure platforms that comply with relevant regulations like HIPAA, and allow users to control how their data is shared. For instance, California’s CalSAWS system includes encryption and role-based access controls to protect sensitive data across multiple social service programs⁵.

Families can protect themselves by using strong passwords, logging out after using shared devices, and avoiding public Wi-Fi when submitting private information. It is also helpful to read the consent agreements before uploading documents or completing forms. If unsure, ask caseworkers or help desk staff about how your data will be stored and who can access it. Building digital literacy around privacy helps residents engage with technology more confidently and safely.

Next Steps for Families and Practitioners Alike

For families, the most effective strategy is to combine self-advocacy with available digital tools and local resources. Begin by identifying a few services that offer digital access, whether through mobile apps, telehealth, or online portals. Then, build comfort with those systems gradually, using support from schools, libraries, or community organizations as needed. Keeping a checklist of required documents and deadlines can also help streamline interactions with service providers.

For practitioners, the goal should be to design services that meet families where they are. This means offering multilingual interfaces, prioritizing mobile access, and maintaining in-person options for those who need them. It also means investing in staff training so frontline workers can troubleshoot digital issues or refer clients to appropriate tech support. Ultimately, technology should reduce the stress of accessing help, not add to it.

References

1. City of San José. 2023. “Digital Inclusion Partnership: Building a More Connected San José.” SanJoséCA.gov. https://www.sanjoseca.gov/your-government/advanced/digital-inclusion.

2. New York City Human Resources Administration. 2024. “ACCESS HRA Mobile App.” NYC.gov. https://www.nyc.gov/site/hra/help/access-hra.page.

3. City of Chicago Digital Equity Council. 2023. “Digital Equity Plan.” Chicago.gov. https://www.chicago.gov/city/en/sites/digital-equity/home.html.

4. U.S. Department of Health & Human Services, Office of the Assistant Secretary for Planning and Evaluation (ASPE). 2024. “Tele-Behavioral Health Use Among Medicare Beneficiaries During COVID-19.” https://aspe.hhs.gov/reports/telehealth-use-among-medicare-beneficiaries.

5. California Department of Social Services. 2024. “CalSAWS: California Statewide Automated Welfare System.” cdss.ca.gov. https://www.cdss.ca.gov/information-resources/calsaws.