Online safety warnings shouldn’t scare older Mainers offline | Opinion
Lewiston’s new connectivity hub gives older adults a place to get help online
Lewiston, Maine — At the grand opening of the Encompass Education and Nutrition Center this summer, an older woman stood in front of a computer screen and said, “There is no electrician or milkman for the internet. There’s no one to help. You have to figure it out on your own or get help from your kids.” Her words highlight a growing problem: many seniors in Maine are increasingly required to use the Internet but lack a trusted resource to help them navigate it safely.
The new “SeniorsPlus” connectivity hub, part of the Encompass center in Lewiston, was established with grant support from the Maine Connectivity Authority. It offers free public computers, one‑on‑one technology assistance, basic computer‑skills classes, and online‑safety workshops. The goal is to give older Mainers a local place where they can ask questions, learn at their own pace, and feel comfortable reaching out for help when something goes wrong.
The digital divide is narrowing, but the skills gap remains
Over the past decade Maine has made significant strides in broadband coverage. More than 120,000 homes and businesses that previously had no reliable service are now connected, and thousands more are slated to be added through the Authority’s programs. Yet connectivity alone does not guarantee participation.
AARP Maine’s state director, Noël Bonam, points to data that shows a persistent gap. According to AARP’s recent survey, 20 percent of Americans age 65 and older admit they lack confidence in spotting online scams, and nearly a third report not having the skills needed to fully participate in digital life. In contrast, more than 70 percent of older adults say they would enroll in technology programs designed for them.
These numbers underscore that broadband infrastructure must be paired with human support and education. “We can’t just give people a device and expect them to know how to use it,” Bonam said. “They need trusted, local places where they can ask questions without feeling embarrassed or overwhelmed.”
Why seniors need a help‑desk for the web
The pandemic accelerated the shift to online health care, job applications, government services, banking, and education. For many older adults, especially those who did not grow up with the Internet, opting out is no longer a viable choice. “When something goes wrong, there often is no obvious — let alone trusted — person to call,” Bonam added. “They may not understand a medical portal, suspect an online scam, struggle to make their laptop work or simply not know how to accomplish something online.”
The Encompass hub aims to fill that gap. It sits in a familiar setting that already serves the community—an education and nutrition center that hosts classes, meals, and community events. By embedding technology help in a space where seniors already gather, the hub leverages existing social networks and trust.
“We are building on the strength of community institutions,” Jessica Perez, senior manager of digital opportunity at the Maine Connectivity Authority, explained. “Libraries, schools, YMCAs, tribal buildings—all are trusted places where people learn and look out for one another. Adding a connectivity hub into these environments means people can get help in a setting that feels safe.”
Beyond the hardware: building confidence
The hub’s curriculum includes introductory computer skills, digital literacy, and safety training. Staff members use a “teach‑to‑learn” approach, encouraging participants to practice tasks they will need in real life—such as filling out a medical form, applying for a job, or signing into an online banking account. By demystifying these tasks, the program helps seniors build confidence that can extend beyond the center.
The program also offers a “buddy” system, pairing new users with volunteers who can provide ongoing support. This peer‑to‑peer model has proven effective in other communities, reducing anxiety around technology and fostering a sense of belonging.
The next steps for Maine
While the Encompass hub is a welcome addition, experts say it is just one piece of a larger puzzle. The Maine Connectivity Authority plans to expand the model to other towns and rural communities. “The infrastructure is already in place,” Perez said. “Now we need to invest in the people and places that make connectivity useful.”
The state’s goal is not merely to lay cables but to ensure that all Mainers, especially those who are most vulnerable, can use the Internet safely and confidently. As more residents learn to navigate the digital world, the risk of scams, misinformation, and isolation will diminish.
For now, seniors in Lewiston have a new place to turn when the web feels intimidating. And as the program grows, it may become a blueprint for other communities across Maine looking to bridge the digital divide.
