FARMINGTON — Whether it’s figuring out how to save precious family photos or learning the tools for reentering the workforce, the Greater Franklin Digital Literacy program is meeting Franklin County residents where they are in their tech journeys, literally and figuratively.

“My role with Greater Franklin Digital Literacy is to develop and expand the program’s reach and services,” said Program Coordinator Tyler Provencher. “It is through that role that I work to foster collaborative opportunities throughout Franklin County as well as promote and advertise the digital literacy program and its offerings.”

Since its launch, GFDL has steadily expanded its footprint, offering free walk-in tech support hours at public libraries in Jay, Wilton, Farmington, Kingfield, Phillips, Strong, Carrabassett Valley, Stratton, Livermore, Rangeley and New Sharon. Other support sites include Spruce Mountain Adult Education (RSU 73), Franklin County Adult Education (RSU 9), SeniorsPlus in Wilton, and Fitness Stylz in Livermore Falls.

“We currently host ongoing walk-in support hours across most libraries in the county,” Provencher said. “During these hours, community members receive one-to-one technology support ranging from learning the basics of their devices to troubleshooting hardware or system issues.”

GFDL also partners with agencies like the Healthy Community Coalition at MaineHealth, Maine Housing Authority, Gold LEAF Senior Learning Institute at University of Maine Farmington, Franklin County Jail and the Wilton Career Center. “Through these collaborations we have not only broadened our student base, but we have also been able to address a wider range of technology questions, concerns and areas of education that might have otherwise been missed or overlooked,” he said.

The most common tech topics requested are digital citizenship, productivity and software, and digital security and privacy. “Students often say something like, ‘This is how I am currently storing or protecting my files or passwords, but I want to learn new or better ways to do it,’” said Provencher. “That gives us a starting point to review best practices and guide them through their options.”

When asked how broadband expansion has affected the program, Provencher said it’s complex. “I think this is a bit of a twofold situation,” he said. “Some students come in and say, ‘I don’t know what I don’t know, and the more I learn the more I realize there is to learn.’ Then we have others who have access to broadband but aren’t familiar with how to use it or haven’t used it at all.

“Increased access to broadband, and by extension, more digital resources, has meant a parallel increase in the demand for more support, education and guidance,” he said.

One of the challenges in rural areas is hesitancy around asking for tech help. “This is another very, very common occurrence,” said Provencher. “Our approach is simple: meet them where they are at.”

Provencher emphasized the importance of empathy. “If we were to break down a student’s issue into just a technical task, we’d miss the bigger concern,” he said. “For example, someone might say, ‘My phone wants me to pay for storage and I’m going to lose my pictures.’ If we only focus on teaching how to buy more storage, we miss that what really matters to them is losing memories.”

Instead, he asks, “What solution would you like to see?” which he says often reduces anxiety and helps instructors better understand what’s been tried and what the student wants to achieve.

Success stories from the program are wide ranging. “One of my favorites was a woman who learned how to use Google Meet so she could reach a friend out of state and see their face while they talked,” Provencher said.

Another involved a grandmother locked out of Facebook and missing her grandson’s basketball games. “We got her back in,” he said. “She was able to watch the livestream again.”

Other examples include helping a retired health care worker get up to speed on Microsoft Excel, email and digital calendars before rejoining the workforce. “That gave them the confidence to take on a new job,” Provencher said.

Feedback collected from optional, anonymous surveys after instruction sessions has been overwhelmingly positive. “When asked if they would recommend the program, over half of respondents said they were ‘very likely’ to refer a friend, family member or colleague,” he said. “Seventy-five percent stated they were ‘very satisfied’ with their overall experience.”

As the program grows, GFDL is looking at generational connections and career readiness. “One of our primary focuses is to more directly engage our school districts and high school students with the aim of bridging the generational divide throughout our communities,” Provencher said.

He also mentioned developing “workforce training, reentry programs via correctional facilities, and formal curriculum for those enrolling in adult education programs.”

Anyone who wants to help can simply spread the word. “Word of mouth is an invaluable method, and the local librarians have been integral to getting the word out,” Provencher said. “Each location we serve has fliers posted with instructor contact information and schedules.”

To attend a session, Provencher recommends checking the schedule and bringing the device in question. “If that’s not possible, a general description of the problem is helpful,” he said. Appointments outside scheduled walk-in hours can be arranged based on instructor availability.

To learn more, community members can email tprovencher@greaterfranklin.org.