APPENDIX D

Focus Group Instruments and Summaries for VPI Practitioners

Focus Group Cohort Methods

As detailed in the Data Collection Plan, the research team conducted three virtual focus group sessions and one in-depth interview with Virtual Public Involvement experts and practitioners from organizations focused on underserved groups. The team secured 7-8 participants for each focus group and conducted one interview with an individual practitioner. The sessions captured qualitative data that provided a more complete understanding of topics related to VPI practices and experiences during the COVID-19 pandemic. Focus groups and the interview enabled the study team to delve deeper into VPI successes, failures, challenges, and benefits experienced by community-based organizations serving target populations and fostered sharing and learning about VPI practices among participants.

To provide a diverse range of experiences with VPI, subject matter experts and practitioners participants were recruited nationwide from a range of organizations serving the following groups, including:

• LEP households
• Immigrant communities
• Job seekers with disabilities
• LGBTQIA+ people
• Lower income communities
• Nonprofit professionals
• Older adults
• People from minority groups including Black and Hispanic
• People with disabilities
• Public library patrons
• Residents of public housing
• Rural residents
• Voters

The draft discussion guide was reviewed and approved by the study panel and focus groups and one interview took place in August and September 2022. In addition to incorporating panel suggestions, final questions or prompts were adapted by facilitators during individual discussions.

Participants used a verbal consent that paralleled that used for the focus groups conducted with transit agencies under Task 3.

Topic Guide

Thank you very much for taking the time to talk with us about your experiences with Virtual Public Involvement (or VPI) for the communities you serve. We know how valuable your time is, and we very much appreciate your insight and knowledge which will contribute to our research here at Rutgers to produce a guide to help other organizations with their VPI efforts.

My name is Karen Alexander from Rutgers POET or Public Outreach and Engagement Team, and I am joined by my colleagues, Cate Heady and Nieves Pimienta, also with Rutgers POET for our conversation about how you and your organization has implemented VPI efforts particularly as a result of COVID-19 and using VPI going forward. Furthermore, we are gathering information specifically regarding outreach to vulnerable and overlooked communities, including minorities, individuals with disabilities, older adults, low income, or homeless persons, and individuals with limited English proficiency, and others.

The information we collect today will be instrumental in our research on virtual public involvement for transit agencies. Our research will inform and provide guidance to agencies, organizations, consultants and others who seek to implement effective, equitable and efficient VPI practices. Because COVID-19 required many of us to transition to virtual public involvement from in-person outreach, it is important that we capture the lessons learned and integrate those lessons into this research.

Part I: Introductions

1. What is your title and role with the organization?
2. What is the mission/charge of your organization?
3. What communities/individuals/constituencies do you/your organization primarily serve?
4. What geographic regions/towns/areas do you serve?
5. For what purposes do you do outreach or public engagement with your constituents, either in-person or virtually? (i.e., teach skills, social or recreational connection, worship, encourage civic participation, governance, fundraising programs, others?) – either in-person or virtual?

Part II: Engagement During-COVID-19

1. How did your programming and communications with the communities and persons you support change due to COVID-19 and related social distancing requirements? For example, have you shifted your programs or engagement strategies to include more online/virtual or other modified in-person methods? Please explain and provide any examples.
2. What types of adjustments or modifications, if any, were needed to shift your engagement virtually within your organization (purchase tools, staff training, modify procedures) due to the COVID-19 pandemic?
3. Overall, how are these virtual or modified in-person strategies working in engaging the vulnerable populations you serve? What specifically is working well (i.e., in getting more responses, encouraging wider participation)?
   1. Are there any specific technologies, tools, or platforms (e.g., Zoom) where you have had success? Why do you think these have been effective?
   2. Are there any other strategies (not just tools, technology) that you used to increase engagement and outreach during the pandemic?
4. What challenges are the communities you support experience while engaging with your staff using these virtual methods?
   1. What strategies are you using to overcome these challenges/obstacles?

5. One area of concern with vulnerable populations relates to the digital divide, which refers to uneven distribution of access to or use of information and communication technologies, such as the internet, computers, tablets, smartphones. In general, do your constituents have access to the internet? Do they have access to a computer/smart phone?
   1. Compared to the beginning of the pandemic, do your clients continue to experience the digital divide as a barrier to accessing services?
   2. Did you implement any strategies to specifically address the digital divide for any of your constituents (prompts: Wi-Fi hot spots, provide tablets, computers, user training, etc.)?
6. What other organizations or entities have you been looking to/working with for guidance engaging with your communities (in-person, virtual, hybrid)? Who or which organizations do you think is/are doing this particularly well or do you see as a model (in-person, virtual, hybrid)?

Part III: Looking Ahead & Conclusion

1. Going forward, do you think you will continue the virtual outreach methods you have been using during COVID-19? Which methods will you continue to use and why?
2. Overall, how has technology enhanced your ability to communicate with those you support, if at all? How has it been a deterrent, if at all?
3. How do you think virtual and other modified in-person communication methods can be better designed and/or implemented to engage vulnerable populations like the persons/communities you support?
4. In terms of community and client engagement, if you were to sum up the main lesson learned or take-away from the COVID-19 experience, what would it be?

Thank you for participating today!

VPI Practitioners Focus Group #1: Aging and Underserved Communities

August 23, 2022, 1–2:30 PM EST

Introduction

To better understand successes and challenges in planning and implementing VPI with vulnerable communities, the research team conducted focus groups with VPI practitioners from community-based organizations, nonprofits, and government organizations. This session included representatives from organizations targeting older adults and minority populations. These focus group sessions were instrumental in gathering information for this research, as well as providing an opportunity for practitioners to share recommendations and strategies across organizations, fields of work, and geographies. Focus group participants were asked to introduce themselves and their work, discuss their experiences with virtual engagement during COVID-19, and finally look to the future of VPI in their community-based organization, including lessons learned.

The first focus group was held on August 23, 2022, over Zoom. This group consisted of eight participants from eight organizations, plus 3 members of the research team. Participants were selected and recruited based on the prior networks and knowledge of the research team and desktop research to find organizations active in VPI with vulnerable communities across the United States. Participants were sent a Zoom link one day in advance of the meeting, the conversation lasted 90 minutes, and provided insights to working with vulnerable communities, especially older adults.

Focus Group Participants

• Debra Carter, National Caucus and Center on Black Aging, Washington, DC
• Kavitha Gnanasambandan, Blooming Health, New York, NY
• Paul Nagle, Stonewall Community Development Center, New York, NY
• Wanda Payne, National Caucus and Center on Black Aging, Washington, DC
• Christine Perez, National Hispanic Council on Aging, Washington, DC
• Janet Sharma, Age Friendly Englewood, Englewood, NJ
• Melissa Tallant, Community Action Partnership of North Alabama, Cullman, AL
• Janine Tursini, Arts for the Aging, Rockville, MD

Method

Participants joined the virtual meeting on Zoom, unmuted with their cameras on. Following the reading of study participation ground rules and a round of participant and facilitator introductions, the facilitator led the discussion using questions from the discussion guide. The Zoom meeting was also set up with closed captioning to ensure greater accessibility.

At the start of the meeting, participants were read aloud the consent form and had to verbally consent to participate in the focus group.

The focus group was conducted as a structured group interview with a discussion guide. Discussion topics included:

• VPI outreach and engagement purposes
• Changes in practice with COVID-19
• Challenges and successes in shifting to virtual engagement

• Addressing the digital divide
• Technology, training, and tools
• Other best practice examples
• Future use of VPI Tools
• Improving virtual communication methods
• Lessons learned

General Summary

While using virtual engagement required some major adjustments for organizations, including training staff to use and implement new tools and strategies and going through trial and error to find what works, virtual engagement has strong benefits for organizations. These benefits include removing geographic and temporal barriers that prevent people from accessing services and resources, and organizations saw increased participation in their programs. Organizations still face challenges in using virtual engagement, including the issue of the digital divide. Populations negatively impacted by the digital divide includes people of older generations and people in rural areas.

Organizations try to address the digital divide through different methods, including using different platforms to share information and including nondigital methods to reach people, such as phone calls and postal mail. Another method is to identify people in the community that can serve as peer support and teachers to those that need assistance. In addition, organizations worked to make virtual engagement inclusive, increasing accessibility by including captions, adding audio descriptions, providing translations for those with language barriers, and using platforms that are more prevalent for the communities being served.

Topic Summary

Outreach and Engagement Purposes

• Disseminating information, including sharing information in Spanish-speaking communities
• Educating participants, clients, etc.
• Hosting social events to build community, such as having celebrations
• Increasing social engagement among clients
• Identifying needs and evaluating programs
• Recruiting volunteers and clients

Changes in Practice with COVID-19

• Initially, many organizations used traditional methods, including telephone and mail to connect to people, such as seniors.
• Social distancing regulations caused a major shift in engagement and communication practices, from in-person to virtual, hybrid, and asynchronous events.
• Staff and consumers/participants/constituents needed to use new technology.
• Staff had to plan virtual engagement events and be trained to use platforms and tools.
• While many organizations used Zoom, getting clients to log onto Zoom events often required “cross-technology” linkages, such as sharing Zoom links using text messaging.

Challenges and Successes in Shifting to Virtual Engagement

• Difficulty reaching clients, especially those without access to technology (devices, internet service, and skills) or for people refusing to engage with technology.
• Developing partnerships to provide trainings to staff and to clients.

• Identifying people in the community who can be leaders and teach technology skills to other clients in the community. Many organizations said this type of peer support was important in encouraging people, especially seniors, to use technology.
• Learning how to manage virtual and hybrid environments.
• Not always knowing who is being left out and how to reach them.

Knowing how to Use Technology and Access to Devices and Content Were Essential

• Making sure clients had the devices and software needed to access services—technology donations were important!
• Connecting people to content involved multiple strategies: using translators, audio descriptions on using Zoom and other platforms, disseminating information via WhatsApp (widely used in immigrant communities), and using more social media.
• Encouraging participation by having specific dates (social proof) with scheduled presentations from local politicians or other leaders at virtual events.
• Outreaching using “old school” methods to engage; for example, mailing out training materials teaching recipients how to use “new” technology.

Addressing the Digital Divide

• Acknowledge geographic, economic, and generational differences.
• In rural areas that are without access to internet or phones, people are uncomfortable using technology; they may receive technology but not instructions on how to use it.
• Mitigate the impacts of the digital divide through intergenerational teaching relationships, having a helpline that people, such as seniors, can call, and setting up technology before giving it to seniors so that it is easier to use.
• Understand that some people require or just prefer in-person instructions and help.

Leading Practitioners and Best Practices

• DOROT University Without Walls (www.dorotusa.org/our-programs/at-home): Older adults only need a phone to join a vibrant community of learning and friendship through interactive teleconference programs.
• HealthJay (www.healthjay.com) has developed a Care Engagement Platform that bridges the much needed “last mile” of care access for the underserved populations.
• USAging engAGED database (www.engagingolderadults.org): The National Resource Center for Engaging Older Adults is a national effort to increase the social engagement of older adults, people with disabilities and caregivers by expanding and enhancing the Aging Network’s capacity to offer social engagement.

The Future of Using VPI

• All agreed that virtual engagement will be a part of their outreach and engagement going forward.
• Organizations recognize the importance of teaching people, especially seniors, how to participate in the virtual world as other services such as healthcare are becoming digital, and people need help to access these services.
• Overall, virtual engagement has strong benefits, such as increasing access for homebound people and removing transportation barriers.
• Some organizations are seeing new clients because of virtual engagement.
• Technology-based, virtual engagement is helpful for people to build community, find support, and access for those who prefer virtual engagement.
• Virtual engagement can be deterrent for those who do not engage with technology.

Improving Virtual Communication Methods

• Organizations find using word of mouth can be helpful to share information, even for virtual events.
• Recognize and adjust to the needs of your community, such as using SMS and voice messages rather than emails to connect with mobile phone users.
• Work to remove the lens of ageism, promote inclusive design in digital programs and products, invite diverse voices in user research, and commit to ongoing redesign/improvement incorporating user feedback.

Lessons Learned

• Be sure coaches/trainers are adaptable and flexible when teaching technology skills to others.
• Don’t forget to make it fun!
• Have a multitier approach, as one size does not fit all: be proactive and innovative in your work.
• Meet people where they are; better understand how vulnerable populations were impacted and the need to provide supportive services.
• Make sure a system is in place to identify and cultivate early adopters of technology, so they can be ambassadors for their peers and others.

VPI Practitioners Focus Group #2: Aging and Underserved Communities

September 12, 2022, 1–2:30 PM EST

Introduction

To better understand successes and challenges in planning and implementing VPI with vulnerable communities, the research team conducted focus groups with VPI practitioners from community-based organizations, nonprofits, and government organizations. This session included representatives from organizations targeting older adults and minority populations. These focus group sessions were instrumental in gathering information for this research, as well as providing an opportunity for practitioners to share recommendations and strategies across organizations, fields of work, and geographies. Focus group participants were asked to introduce themselves and their work, discuss their experiences with virtual engagement during COVID-19, and finally look to the future of VPI in their organization, including lessons learned.

The second focus group was held on September 12, 2022, over Zoom. This group consisted of seven participants from six organizations, plus 3 members of the research team. Participants were selected and recruited based on the prior networks and knowledge of the research team and desktop research to find organizations active in VPI with vulnerable communities across the United States. Participants were sent a Zoom link one day in advance of the meeting, the conversation lasted 90 minutes, and provided insights to working with specific communities, including people with disabilities, older learners, job seekers with disabilities, immigrants, and voters.

Focus Group Participants

• Gabriela Barria, Support Center Online, New York, NY
• Daphne Bruno, Job Path, New York, NY
• Maggie Bush, League of Women Voters, Washington, DC
• Lorraine Novack, DOROT, Westchester, NY
• Griselda Piedra, Poder English Works, Chicago, IL
• Matthew Salah, Cornell University, Ithaca, NY
• Carly Teichman, Job Path, New York, NY

Method

Participants joined the virtual meeting on Zoom, unmuted with their cameras on. Following the reading of study participation ground rules and a round of participant and facilitator introductions, the facilitator led the discussion using questions from the discussion guide. The Zoom meeting was also set up with closed captioning to ensure greater accessibility.

At the start of the meeting, participants were read aloud the consent form and had to verbally consent to participate in the focus group.

The focus group was conducted as a structured group interview with a discussion guide. Discussion topics included:

• VPI outreach and engagement purposes
• Changes in practice with COVID-19
• Challenges and successes in shifting to virtual engagement
• Addressing the digital divide

• Technology, training, and tools
• Other best practice examples
• Future use of VPI Tools
• Improving virtual communication methods
• Lessons learned

General Summary

Virtual engagement brought challenges and opportunities for organizations. In terms of challenges, organizations had to face issues of getting people digitally connected. From staff to clients, getting people to use technology can be difficult. There is also the issue of the digital divide, which impacts people based on age, socioeconomics, location, and ability. Organizations see a need to be inclusive in virtual engagement, such as using different platforms and means of communication, and translation into Spanish or other languages. In terms of opportunity, virtual engagement led some organizations to see an increase in participants, and an elimination of transportation barriers that previously prevent engagement. Hybrid options, though challenging to implement, are in demand for organizations.

Topic Summary

Outreach and Engagement Purposes

• Civic engagement such as voter registration
• Connecting people with resources and with other members of their communities
• Providing professional development, education, and job trainings

Changes in Practice with COVID-19

• Loaning out and giving technology/devices to constituents/consumers.
• Make sure communication is clear and, precise, and links were correct.
• Number of people served increased during health emergency, but organizations also had to abandon some of their in-person best practices.
• Replacing in-person events with hybrid events, virtual groups, and virtual office hours.
• Using many methods to connect virtually and digitally, such as texts, phone calls, Facebook groups, social media, Google Forms, Facebook Messenger, WhatsApp, and Zoom.
  • Platforms depend on what works for clients, while staff need to know how to use a variety of platforms and methods.
  • In the case of a mentor/mentee program, being flexible with platforms was an important part of the matching process.
  • Unexpected interest in using postal mail to communicate.
• Using surveys to find out what clients want as well as to understand the talent of their staff; adjust as needed.

Challenges and Successes in Shifting to Virtual Engagement

• Getting people access to technology and devices.
• Getting senior staff to use technology was identified as a challenge, too.
• Having a variety of trainings so that people can learn about multiple platforms and virtual best practices.
  • People have to become tech support for other people; sharing peer-to-peer knowledge is important.

• Language, training, and tech speak are not always accessible. Information may need to be translated to reach target groups, for example, Spanish-speakers, people who are Deaf (ASL), or used with captioning.
• Some people need “virtual handholding” to understand and use technology.

Addressing the Digital Divide

• Don’t assume technology is easy to use because it is the default—it is not always easy to use.
• It is important to remember the value of connecting using traditional methods as well as virtually or digitally.
• Socioeconomic differences, developmental disabilities, mobility issues and functional ability issues all impact this gap.
• Some seniors don’t want to join things digitally, so staff has to “come to them.”
  • It’s easy to lose people.
  • Staff may need to go the extra mile to help older adults connect virtually.
• Timing of events is important, because not everyone has flexibility in their schedules to attend things at a scheduled time.

Technology, Training, and Tools

• People in many different positions became “tech support” to help clients use and understand the technology needed to receive services. Employees needed training to serve in this function, as well.
• Using a variety of channels to communicate—using Zoom, but also telephone calls and mobile phones, as well.
• Working with other organizations to fill in gaps in services, including getting devices to people.
  • Creating a YouTube channel with instructional videos.
  • Also working with front-line organizations, such as food banks, to share information about their services.

Leading Practitioners and Best Practices

• Open Doors NYC (www.opendoorsnyc.org) invests in the creativity and leadership of Black and brown people who use wheelchairs and inspires action for safer, more just communities.
• Feeding America (www.feedingamerica.org) is the largest hunger-relief organization in the United States.
• JCC in Manhattan Adaptations Program (https://mmjccm.org/adults/special-needs/adaptations/adaptations-program-descriptions) is a dynamic, supportive, social community for adults at the Jack and Shirley Silver Center for Special Needs at the Marlene Meyerson JCC in Manhattan.

Future Use of VPI Tools

• Continue to use different platforms/tools.
• Organizations plan to continue using virtual engagement.
• People do well in different environments. While hybrid has some complexity, there is a demand for in-person, hybrid, and virtual options in providing services and programs.
• Virtual educational programs eliminated transportation barriers.

Improving Virtual Communication Methods

• Work to secure better bandwidth for everyone—students on the less expensive internet plans had poorer-connections and greater lag time during online lessons.
• Use closed captioning, fonts at a larger and more readable size, and visuals with screen description, to help make information more accessible.

Lessons Learned

• Be aware that some people are still scared of in-person and what could happen, health concerns persist.
• Be careful and mindful of people’s time.
  • Some people are fatigued with virtual and online outlets.
  • Let participants know how long a program or activity is likely to take, in advance.
• Become comfortable with the discomfort of making mistakes and learning.
• People enjoy personal touches to build connections.
• Teamwork is important; understand and assess your internal strengths and then use them.

VPI Practitioners Focus Group #3: Community-Building: Human Services, Direct Services, and Advocacy Organizations

September 20, 2022, 3–4:30 PM EST

Introduction

To better understand successes and challenges in planning and implementing VPI with vulnerable communities, the research team conducted focus groups with VPI practitioners from community-based organizations, nonprofits, and government organizations. This session included representatives from organizations targeting older adults and minority populations. These focus group sessions were instrumental in gathering information for this research, as well as providing an opportunity for practitioners to share recommendations and strategies across organizations, fields of work, and geographies. Focus group participants were asked to introduce themselves and their work, discuss their experiences with virtual engagement during COVID-19, and finally look to the future of VPI in their organization, including lessons learned.

The third focus group was held on September 20, 2022, over Zoom. This group consisted of eight participants from eight organizations, plus 3 members of the research team. Participants were selected and recruited based on the prior networks and knowledge of the research team and desktop research to find organizations active in VPI with vulnerable communities across the United States. Participants were sent a Zoom link one day in advance of the meeting, the conversation lasted 90 minutes, and provided insights to working with specific communities, including LGBTQIA+ older adults, non-English speakers, and people in low-income communities.

Focus Group Participants

• Sara Flores, El Sol Science and Arts Academy, Santa Ana, CA
• Lisa Krinsky, LGBTQIA+ Aging Project, Fenway Health, Boston, MA
• Norma Lozano, Erie Neighborhood House, Chicago, IL
• Maruska Lynch, Metropolitan Family Service/AARP Experience Corps, Portland, OR
• Kim O’Malley, Metropolitan Family Service, Portland, OR
• Kate Schiavi, Louisville Free Public Library, Louisville, KY
• Susan Trotz, OutstandingLife, Boston, MA
• Gabriel Velasquez, Avenida Guadalupe Association, San Antonio, TX

Method

Participants joined the virtual meeting on Zoom, unmuted with their cameras on. Following the reading of study participation ground rules and a round of participant and facilitator introductions, the facilitator led the discussion using questions from the discussion guide. The Zoom meeting was also set up with closed captioning to ensure greater accessibility.

At the start of the meeting, participants were read aloud the consent form and had to verbally consent to participate in the focus group.

The focus group was conducted as a structured group interview with a discussion guide. Discussion topics included:

• VPI outreach and engagement purposes
• Changes in practice with COVID-19
• Challenges and successes in shifting to virtual engagement

• Addressing the digital divide
• Technology, training, and tools
• Other best practice examples
• Future use of VPI Tools
• Improving virtual communication methods
• Lessons learned

General Summary

The participating organizations discussed the opportunities of virtual engagement as well as the need to adapt to the populations that they serve. They said that connecting people takes more than just technology, and a community can still be strong without being technology based. There is also the issue, illustrated by the digital divide, of getting people access to technology and devices needed.

Organizations turned to younger, more digitally connected people for guidance as well as peer support to help people learn to use technology. There are also major benefits to using virtual engagement and technology to support the work of organizations targeting underserved groups. While it is important to use the technology that makes sense for your community, it is also important to include traditional, nontechnical tools for engagement, as it may help overcome geographic boundaries, including transportation challenges, and may offer a more inclusive and equitable method of participation. Finally, participants noted that the democratic design of some platforms (such as all boxes in a Zoom grid are the same size) can offer an equalizing effect when communicating with those in traditionally more powerful positions.

Topic Summary

Outreach and Engagement Purposes

• Combat neglect in the community; connect families to resources; connect people to socialization
• Engaging programs for children and teens
• Mental health, counseling, and empowerment groups, for women, LGBTQIA+, aging and older adults, ethnic and racial groups

Changes in Practice with COVID-19

• Staff had to adapt to performing virtually and showing up differently than in the prepandemic environment.
• Teachers and parents both had to learn to use new management systems to deliver educational content to young students.
• Training on multiple platforms had to be done virtually.
• Work started after pandemic to build a platform for LGBTQIA+ older adults to serve as a bulletin board and community connector, using Zoom, FaceTime, and phone calls.

Challenges and Successes in Shifting to Virtual Engagement

• Digital divide in community means not all participants enjoy equal access to online or virtual content.
• Equity and retention are concerns in the digital universe—there was a drop-off in participation due in part to screen fatigue.
• Set participant expectations in advance—communicate ground rules such as talking one at a time, muting microphones, and using cameras, when possible, to create a sense of community.

• Use more than just technology to reach people, such as phones, yard signs, posters in shopping malls, etc. Some people have better access to these methods, so approach them with a lower-tech balance to keep them engaged and meet their needs.

Technology, Training, and Tools

• Bring people who were not able to connect virtually to learn in person at computer labs in libraries, schools, etc.
• Help people learn to use technology
  • Provide computer labs for people to connect and use virtual technology.
  • Use peer leaders, such as older adults teaching other older adults.
  • Younger people with more technology skills can help teach others to use new tools and platforms.
• Use specific tools, such as polls, reading chat aloud, and smaller (language-specific) breakout rooms, to increase interaction while using online platforms.

Addressing the Digital Divide

• Challenge in connecting people to the internet—suggested strategies/examples included:
  • The State of Illinois provided free internet to all people in school and donated laptops were also provided; community organizations helped to disseminate them.
  • Connecting with people in rural areas can be difficult—it’s hard to identify them, and broadband access can be spotty, so extra effort is needed here.
  • One way to increase access in urban areas would be by providing free internet in low-income housing developments.
  • While smartphones are very helpful for getting people connected, monthly charges can be costly for users; need to disseminate information on discounts/subsidies.
• People may feel uncomfortable using different aspects of technology
  • People need help navigating the digital divide. However, it can be valuable to assume a community-based perspective, for example, a community lacking in technological connections can still be strong and physically connected.
  • Use more intentional platforms and methods for targeted messaging, for example, setting up a podcast for specific community to share information, as was done by Avenida Guadalupe Association.
• Perception exists that internet companies may try to take advantage of communities lacking digital access by offering market-based approaches to providing internet.
• Some people need more to understand and use different platforms and systems.

Other Best Practice Examples

• Cyber-Seniors (https://cyberseniors.org) provides free technology support and training for senior citizens powered by tech-savvy student volunteers.
• Older Adults Technology Services (https://oats.org) works with AARP to help older adults use technology and incorporate it into their lives.
• Senior Planet (https://oats.org/senior-planet-from-aarp) is a social media platform exclusively for adults 60+ to interact with each other virtually and cultivate deeper, more meaningful relationships.
• Unidos US (https://unidosus.org) serves the Hispanic community through research, policy analysis, and state and national advocacy efforts, and with program work in communities nationwide and through over 300 affiliates.

Future Use of VPI Tools

• Some platforms help equalize presenter and participants so that people normally underserved have more access to people in positions of power, which fosters greater visibility for these communities and their concerns.

• Focus on accessibility and convenience, to make tools easier to use. VPI can meet needs with specific programs when virtual tools and methods are well-matched to the community.
• When geographic constraints are lifted more people can participate. Examples included:
  • LGBTQIA+ bereavement groups over Zoom allow people from all over to join.
  • Virtual events on multiple platforms, offered asynchronously, can reach more people; live events posted as recordings extends reach even further.
  • Without the need to travel, caretakers can more easily access support and information using virtual connections.

Improving Virtual Communication Methods

• Design for accessibility so everyone can use digital tools; example of Mac users who had to remove cookies, etc., to be able to use a specific online program.
• Generational divide still exists, as well as challenges for people with disabilities in accessing virtual meetings, such as the cost of accurate transcriptions, ASL interpreters, etc. Improve virtual engagement and communication so it is easier to learn and use, and accessible to a wide range of users.
• It would be helpful if programmers and designers consider all type of devices, with interoperability for mobile phones, tablets, desktops, etc.
• Make VPI more accessible (and not frustrating) using built-in tools and features.

Lessons Learned

• Patience is a virtue; you need to understand what those you are working with and how to use it, so you can better teach others including potential new users.
• There is value in challenging assumptions regarding how tasks are completed and considering new ways of getting work done!

Supplemental Interview: Alex Glazebrook, Vice President of Program Operations at OATS, a Collaboration with AARP

September 20, 2022, 12:30–1:15 PM EST

Introduction

In the focus groups with non-transit organizations, participants were asked about other organizations they looked to for inspiration in virtual public engagement. One of the organizations mentioned was Older Adults Technology Services (OATS). Based on this input, the research team conducted a supplemental interview with Alex Glazebrook, VP of Program Operations at OATS, on September 20, 2022, over Zoom.

The discussion followed the focus group discussion guide. Topics included:

• VPI outreach and engagement purposes
• Changes in practice with COVID-19
• Challenges and successes in shifting to virtual engagement
• Addressing the digital divide
• Technology, training, and tools
• Other best practice examples
• Future use of VPI Tools
• Improving virtual communication methods
• Lessons learned

General Summary

OATS’s work allows people, specifically older adults, to use technology and incorporate it into their lives. Like most other organizations, COVID-19 led to a shift to only virtual engagement. While OATS works to assist older adults in using technology, in some instances OATS used nondigital methods of communication to reach people and introduce them to their programs and services. These methods include phone calls, newspaper and radio ads, and billboards.

For some engagement events, Zoom became the primary tool for many purposes. To use Zoom effectively, OATS used certain practices such as having multiple hosts to manage meetings and having public meetings without passwords to ease participation.

OATS identified digital divide challenges similar to those of other organizations, including limited access to both broadband and to devices. For example, Glazebrook described the rapid rise of telehealth services and how seniors cannot always meaningfully engage with it.

Going forward, OATS will continue to use both virtual engagement and in-person engagement to connect with older adults. OATS suggests using existing communication and social networks to reach people. For example, using public transportation on-board communication systems to expose riders to targeted messaging. Sometimes, simple actions such as a phone call can be very effective in reaching people; he emphasized listening to what people want and engaging with them where they are.

Topic Summary

Outreach and Engagement Purposes

OATS enables older adults to learn how to use technology, and then incorporate it into their lives to make positive change. The work of OATS is structured across five key impact areas: advocacy, social engagement, financial security, health, and creativity.

Changes in Practice with COVID-19

• OATS began offering programming exclusively virtually, and while participation increased, it was clear that the people who lost out during the pandemic were the most digitally distant. It was difficult to reach them, OATS used phone calls to contact them, but the level of engagement was down.
  • This was especially apparent with OATS’s work with communities of color and in poverty.
  • To compensate, engagement was shifted to more traditional types of marketing, newspaper, and radio ads, tried posting a billboard within a mall food court, once reopened.

Challenges and Successes in Shifting to Virtual Engagement

• Broadband and device access is big problem but can’t really be solved by OATS alone.
• OATS collaborated with partners, not in providing device or connectivity (partners helped with these), but in training people to use the tools.
  • There was an emergency broadband benefit during the pandemic to subsidize devices and internet access.
  • Transitioned to the Affordable Connectivity Program (www.fcc.gov/acp), but people don’t always know about these programs’ eligibility rules. It is an FCC benefit program that helps ensure households can afford the broadband they need for work, school, healthcare, etc.

Addressing the Digital Divide

• OATS collaborates with the NYC Office of the Mayor, NYC Chief Technology Officer, NYC Department for the Aging, and the NYC Housing Authority in efforts to connect older New Yorkers with technology more effectively.
• Digital inequity is also seen through the diffusion of innovation theory, whereby those at the end of the chain (i.e., older adults) adopt innovation much later and benefit less.

Technology, Training, and Tools

• Zoom became the obvious choice for OATS to use, because it was mainstream and what people were accustomed to.
• OATS used specific Zoom strategies to foster engagement:
  • Two instructors: one leading the content and one monitoring the chat, responding to messages, letting people in and out of the waiting room.
  • Public meetings without passwords or registration—people who are not savvy would not be able to do a complex registration.
  • Encouraged cameras on, and instructors called on people, similar to in a classroom.
  • Used polls and breakout rooms.
• OATS provided training in other regions, like Tompkins County (Ithaca area), NY, where there is strong interagency collaboration. Organizations secured the technology and OATS offered the training.

Other Best Practice Examples

• The Oasis Institute (www.oasisnet.org) is an organization with a purpose to serve older adults through lifelong learning, health, and volunteering.
• Cyber-Seniors (https://cyberseniors.org) provides free technology support and training for senior citizens, powered by tech-savvy student volunteers.
• GetSetUp (www.getsetup.io) is on a mission to help the third of the world’s population who are over 55 to learn new skills, connect with others and unlock new life experiences.

Future Use of VPI Tools

OATS will continue to use virtual outreach methods but the balance between virtual in in-person is still to be determined.

Improving Virtual Communication Methods

• Technology has been a mixed bag for older adults. Some older adults really want to engage in person, face-to-face. People’s individual circumstances relate to how/if they want to connect online; the virtual world isn’t always how people want to spend time.
• However, virtual engagement can be better implemented to engage older adults by:
  • Using existing networks, such as meal delivery services to spread information
  • Levering opportunities, like communicating with people while they’re being transported

Lessons Learned

• Use tools to get input and feedback. Listen to what people want! OATS did a survey (through phone calls) to get input for their program development early in the pandemic.
• Keep things as simple as possible to maintain connection and engagement
  • Simple phone call, or sending something in the mail can be enough for many people
  • Engage with people where they are—leverage existing opportunities.