Starting a small business is extremely challenging. Now, imagine starting a small business without internet access. It’s even more difficult in rural areas, where the lack of broadband access, limited resources, and a shortage of digital skills have left entire communities disconnected from today’s digital world.
That’s where Computer Reach, a community-based organization, comes in, working hard to help communities overcome these barriers in underserved areas in Western Pennsylvania. Computer Reach is dedicated to giving people in Western Pennsylvania access to technology—using refurbished computers, teaching digital skills, and providing support to communities that need it most. While they’ve helped many different groups, reaching rural areas meant trying something new: community-based digital navigators.
“There’s not a lot of ongoing digital inclusion efforts in Pennsylvania’s western half,” explains Dave Sevick, Executive Director of Computer Reach. “While Pittsburgh and Allegheny County have more services, there aren’t any programs giving out free devices and doing training for rural communities. With fewer people, there are fewer resources.”
That’s the value of digital navigators—trusted community members who can provide one-on-one guidance and support to help connect people to the digital world. Computer Reach was selected by NDIA to create a digital navigator program as part of a grant from Google.org.
Washington County Digital Navigator Program
- Part of Southwestern PA, bordering West Virginia
- Program led by Computer Reach
- Has provided digital skills and tech support to over 250 end-users in Washington County
- 200 hours of in-person training and 128 hours of tech support
- Distributed over 280 laptops
- Computer Reach recovered over 35,000 pounds of e-waste
These navigators offer personalized in-person or remote support to help people become more comfortable using technology in ways that make sense for them. Sarah Radcliffe, Computer Reach’s digital navigator, is leading the charge in Washington County. Sarah is passionate about empowering people by teaching digital skills and providing free devices to those who need them, making sure everyone has access to the digital world.
One of Sarah’s favorite stories is about Ronald Garett, or “G,” who’s starting his own painting business. “He’s motivated and passionate about learning,” Sarah shares. “We’ve been teaching him how to use ChatGPT to help him set up his business. He’s so eager to learn, and it’s amazing to see how much confidence he’s gained as a business owner.”
Sarah’s work has already had a measurable impact. Since the program launched, she’s served over 250 end users, handed out countless refurbished devices, and helped small business owners, students, and seniors access everything from job opportunities to health services—all through technology.
In fact, Sarah’s been so successful that she’s now helping other counties get their own digital navigator programs off the ground. She even worked with teens this past summer at the Technology Trained by Teens program to become future digital navigators. “If there are people out there that want to do what I do, they already have everything they need: a motivation to help people, empathy, and a drive to do the work,” Sarah says. “It’s really just about being organized.”
What advice would you offer to a new digital navigator?
“The best advice I could offer for leading a program like this one is to be flexible, be able to pivot, and stand firm in your boundaries. Make things work but not at the expense of work-life balance.”
Sarah Radcliffe
“G” himself couldn’t agree more. “I know that the skills I’ve learned will benefit me in the best way,” he says. And it’s not just him. From students and seniors to veterans using telehealth services, the program is making a real difference in people’s lives.
With new funding secured, Computer Reach is gearing up to expand to Greene and Fayette counties. Plans are already in motion to bring on more digital navigators, ramp up outreach, and distribute even more refurbished devices.
“A lot of people who didn’t have a device before, have never had a device, or wouldn’t have otherwise been able to afford one, are getting them. Those who need it are getting the necessary digital skills to build confidence in themselves, to do anything, go to school, work, do a telehealth appointment.”
Sarah Radcliffe (at Net Inclusion 2024)
What makes the digital navigator program so special? According to Dave Sevick, “This work is 80% social work and 20% tech.” It’s all about relationships—getting to know people, listening to their needs, and providing ongoing support. Sarah agrees, saying, “Community members come to me for more than just computer help—I try to be a resource hub for them.” And clearly, it’s working.
The success of the Washington County Digital Navigator Program shows just how powerful community-based digital inclusion efforts can be. With more communities eager to get on board, Computer Reach is proving that personalized, hands-on support is the key to bridging the digital divide. As more rural areas across the country face similar challenges, programs like this offer a model for expanding digital access and use to everyone.
Increasing Access, Affordability, and Adoption in Washington County
- Helping residents know the various connectivity options available to them. Through word of mouth and partner referrals, Computer Reach has been assisting the community for 24 years. Partnerships with local organizations have led to prominent media coverage in newspapers and radio.
- Access to technology. Through their Internet Lending Program, Computer Reach partners with T-Mobile, COSTARS, and PNC Bank to provide an affordable and flexible connectivity option for community members. Access to a gateway that supports 64 connections, with no data cap or throttling at $35 a month means that households have reliable, fast internet to support family members connecting multiple devices. Anyone can participate in the lending program regardless of income. Learn more.
- Expanding connectivity. Community partnerships have been instrumental in outreach efforts, enabling Computer Reach to help 265 residents in Washington County with in-person training, and access to computer devices.
- Accessing community resources. Computer Reach uses an asset map to identify nearby resources closest to community residents. The organization has partnered with PA Career Link, The Literacy Council, and Chrome Federal Credit Union.
