One of my gig work roles right now is helping the City of Portland administer vouchers for low-income residents to purchase E-bikes. This role, largely customer support, has shown me important perspectives on society, and reconnect with community at the grassroots level.

Firstly, the digital gap is exponentially widening. This is a concern as more and more applications to social benefits are fully online. While it reduces overhead costs not to have an office location, many of the callers I serve ask (out of frustration) if they can just come in and finish the application in-office. A lot of my time is spent on coaching callers over the phone on how to use their devices, how to answer CAPTCHA, and how to upload different file types. While this work (on good days) brings me joy (I know, it’s definitely not everyone’s cup of tea, but I grew up coaching my immigrant parents through much of the same painful workflows), I am concerned as the digital gap continues to accelerate and become more complex.

People are afraid of scams and other technicalities they don’t have proper training in. Phone screens are challenging for elders, but they also don’t own any larger devices. Sometimes, since it can take multiple days of exchanges to resolve their cases, we build rapport and develop a faint sense of familiarity. The callers will keep yapping and start telling me stories about their current lives and their troubles as they get left behind by a rapidly evolving society. I realize I’m witnessing the loneliness epidemic firsthand, and try to hold space for their feelings of being left behind.

If a caller is grappling with an issue that I know can be better addressed in-person, I always make a point of asking, “Are you able to access a public library?” and I love it when the answer is, “Oh, I forgot I can get this type of support in a library!”

For Module 5, the focus is on libraries’ ever-expanding catch-all role in society. The communities that libraries often act as a safety net for include the elderly and unhoused. As Tareq Nurul Hasan writes, libraries serve as sanctuaries for mental health and well-being. Maintaining a non-judgmental attitude and providing trustworthy service without stigma is a shared practice. After my hotline shifts, I feel more resolute about ensuring my future purpose can address these issues.

References

Williams, A., & Muller, C. (2021, March 17). Libraries are bridging the digital divide. Internet Society. https://www.internetsociety.org/blog/2021/03/libraries-are-bridging-the-digital-divide/