Hubspot Knowledge Base

Learn Advanced Digital Skills

Advanced digital skills workshops/classes/programs: CDE Skilling Resources.xlsx.   Review Intermediate tab.

Goodwill Industries of the Southern Piedmont – Goodwill University

http://goodwillsp.org–> Navigate to “Training” tab –> Navigate to Goodwill University

704-372-3434

Goodwill.University@goodwillsp.org

Services:

Computer skills help,

Digital basics/digital literacy and job skills training programs

Who do you serve:

18+ adults with high school diploma

How to contact:

The best method of contact and most responsive way of reaching out and handing off a community member is through the Goodwill University email address provided.

Coding/Software Development/IT Schools or Bootcamps

Per Scholas

https://perscholas.org/locations/charlotte/

Michael Terrell

mterrell@perscholas.org

(980)447-7042

Information:

Per Scholas Charlotte currently offers virtual technology training to residents throughout Charlotte, NC. Employer partner TEKsystems provides graduates with job placement assistance upon graduation.

Courses offered:

End User Desktop Support Powered by TEKsystems

Full Stack Java Developer Powered by TEKsystems

Learning New Digital Skills, 4 counties

Basic computer skills:

Links to County Specific Resources:

Charlotte Skilling Resources

Cabarrus County Skilling Resources

Union County Skilling Resources

Gaston County Skilling Resources

Northstar Digital Literacy – Digital Basic Online Curriculum

https://digitalcharlotte.org/northstar/ to PREVIEW

ADDING A RESIDENT AS A LEARNER:

https://www.digitalliteracyassessment.org/

Use tag: DNresident when adding individuals

They can take any assessment without it being proctored, they just won’t receive the certificate (badge) in the Northstar system. (So for individuas just learning, not needed, but those that might want to put on a resume would want to get it proctored.

When they are ready to get it proctored, they will need to meet you at office hours to use your proctor PIN, or they can do it online using a proctor PIN (regenerate PIN after it)

Consider adding presentation “how to navigate Northstar as a Staff member”

Services:

Computer skills help,

Career Skills,

Microsoft Word,

Basic Digital literacy,

Who do you serve:

Anyone with that can be assisted to do basic computer functions or with basic computer skills to navigate online learning module

How to contact:

the digital navigator would visit the link and demonstrate and/or walk through with the community member on how to access and process through the training

Charlotte Mecklenburg Library – Adult Services/Skills Classes

http://cmlibrary.org/digilit

704-416-0101

onlinereference@cmlibrary.org

Chantez Neymoss

CNeymoss@cmlibrary.org

704-416-0101

Adult Services Coordinator

Services:

Computer skills help,

Computer/laptop/tablet issue,

A variety of skills classes,

one-on-one help

Who do you serve:

Teens, adults, parents, English as a Second Language learners, those seeking employment, job seekers, older adults, senior

How to contact

Emailing to connect a community member with a reference librarian at (onlinereference@cmlibrary.org) is the best way or by phone to the general line 704-416-0101.

Fill My Cup- Adult Literacy and Adult Basic Education Services

https://www.fillmycupliteracy.org/

Office

PO Box 25011
Charlotte, NC 28229

Info@fmcliteracy.org

(704) 705-9797

Goodwill

http://goodwillsp.org–> Navigate to “Training” tab –> Navigate to Goodwill University

or go to https://goodwillsp.org/train/goodwill-university/

704-372-3434

VirtualCareerResources@goodwillsp.org

Rodolfo Alfaro

Megan Barron

VirtualCareerResources@goodwillsp.org

704-372-3434

Training Coordinator

Services:

Computer skills help,

Digital basics/digital literacy – got to GCF Learn Free website (https://edu.gcfglobal.org/en/)

and job skills training programs

Who do you serve:

18+ adults with high school diploma

How to contact:

The best method of contact and most responsive way of reaching out and handing off a community member is through the Goodwill University email address provided.

For SPANISH SPEAKERS:

Camino: https://camino.org/what-we-do/

Arriba program, form to fill out

Latin American Coalition offers classes

Harris YMCA offers classes

Access Charlotte: Initiative Overview

Quick Links

Property Manager Intake Form

Reporting Dashboard: Access Charlotte + Spectrum Campaign

Access Charlotte Events Calendar

Access Charlotte Property Addresses

Access Charlotte project timeline (April – June 2023)

List of Access Charlotte Supported Communities

Access Charlotte OneDrive Folder

CDE Event Planning & Templates OneDrive Folder

Access Charlotte Flyer

Spectrum Existing Customer and New Customer sample letters

Router and modem Setup Instructions

Spanish Flyer w/ FAQs

Spectrum Bulk Account Spreadsheet

Access Charlotte’s Partnership with Spectrum (updated 8.2024)

The City of Charlotte has partnered with Spectrum to provide free internet to 8000+ households across 75 affordable housing properties through at least December 31, 2025 (with the possibility of extension through March 2026.) Each housing unit will have its own private network and plan. Customers will receive the Spectrum Internet® Gig plan; it has up to 1 Gbps (wireless speeds may vary) with home WiFi equipment, including 1 FREE Modem and Router. The City will continue to cover the two (2) community centers currently served through the pilot and extend service for 3 years. It will also establish internet in community rooms of 13 housing partner sites serving seniors and people with disabilities for three years; this provides an opportunity for digital literacy trainings and additional ACP enrollment efforts.

Residents are encouraged to call 311 if they need assistance. Access Charlotte calls will be directed to the Center for Digital Equity’s Digital Navigator service, who will provide support with any of the following items:

Access Charlotte account setup

Technical support

Digital literacy training.

HubSpot Documentation of Access Charlotte

Ticket Properties

Select the Access Charlotte community where you live. View here.

Source. View Here.

Source tracks whether residents who live in Access Charlotte communities called 311 or submitted an online form to utilize or services.

Please specify how we can best help you access affordable internet. Select all that apply. View here.

Please specify what type of digital literacy skills you’d like to learn. View here.

Digital Literacy & Skilling Referral Organizations. View here.

Forms

Two Forms: Intended to be used on-site at in-person events, and will be linked to all print marketing materials.

Spanish

English

Access Charlotte Account Setup

Call and Activate

Residents can call Spectrum Customer Care Center (1-833-416-0868) and will be asked to provide:

Name

Specific address

Phone number

Email (if resident does not have one, a spectrum.net email will be autogenerated.)

Social Security Number or Tax ID

Equipment Arrive and Setup

Resident will receive a router and modem. (Setup Instructions)

Receive Account Login

What to do When Access Charlotte Residents Move

Key Contacts & Partners

Household internet: Spectrum

Technical Support: Center for Digital Equity at Queens University of Charlotte

Access Charlotte Coordinator: Jamar Davis at the City of Charlotte

Computer Devices: Eliminate the Digital Divide (E2D) and the Charlotte-Mecklenburg Library

Digital Literacy: Goodwill, Charlotte-Mecklenburg Library, and online resources

Program Updates

Anita Stroud: Spectrum system accidentally tagged Anita Stroud as The Park at Oaklawn, resulting in Anita Stroud residents receiving new/existing customer letters and free in-home internet. In the contract, Anita Stroud is listed as community-only Wi-Fi, so DNs hosted an event intended to promote ACP.

The final outcome is the City of Charlotte and Spectrum has approved free Spectrum internet for all residents of Anita Stroud until June 2025.

If any residents living in Anita Stroud’s community have inquires about free Spectrum service, please inform them that their community is participating in the free Spectrum service. Assist the resident with accessing Access Charlotte (setting up a new account or assisting with an existing account) as usual, refer to the Talking with a Resident: Conversation Flow below, or speak with an Access Charlotte Digital Navigator if you have any questions.

If there are any existing Spectrum customers who are still being charged for the Spectrum internet service when it should be free, we will need to include their names in the Spectrum Bulk account spreadsheet. Please use the link for access Spectrum Bulk Account Spreadsheet

Talking with a Resident: Conversation Flow

RESOURCE: Existing Customer and New Customer sample letters.

Equipment Arrival and Setup/Technical Support

RESOURCE: Setup Instructions for Modem and Router.

Atrium/Advocate Health

The Advocate Health Help Now program provides Atrium and Advocate Health team members with a refurbished device at no cost and the device is shipped to their homes. Click here to view the public-facing Atrium form.

Atrium: Georgia, North Carolina, Alabama, Virginia

Advocate: Chicago, Illinois

Advocate tickets are not yet eligible for a free device, utilize the affordable technology playbook to determine resources for devices.

Atrium tickets receiving a free laptop (partnership with E2D):

The refurbished laptops are supplied by E2D – Eliminate the Digital Divide, a non-profit local to Charlotte.

E2D Project Team Members

Primary Point of Contact: Christy Cowan, Director of Community Engagement

Shipping Contact (Primary HubSpot Operator): Marcie Christenson

Shipment Schedule

E2D ships (25) laptops weekly on Tuesday. It’s expected CDE Digital Navigators block time Wednesday to review tickets with shipped laptops, communicate with the resident, and close the ticket.

E2D utilizes the ticket view titled ATRIUM: FOR E2D to view tickets in chronological order by ticket create date.

Communication between CDE & E2D

CDE Digital Navigator tags the E2D employee (Marcie)with Atrium ID# and street address

The E2D employee tags the ticket owner when the laptop has been shipped

Digital Navigator contacts the resident, updated HubSpot properties, and close the ticket.

TEMPORARY: Ticket owner can reassign task to Americorps member to make the call and send h the email.

Digital Navigator Ticket Management for Atrium employees that request computers

Utilize email templates here: Initiative: Atrium Help Now

Call the resident (follow-up via email / text) to share process overview and confirm:

Teammate ID#

Shipping Address

Remember to engage with resident to determine if they need additional resources around internet plans or digital skilling along with their device request

Complete the E2D form on behalf of the resident: https://share.hsforms.com/2jNY0Peu9TFScYi9rg6_4EAt6t5t

Use street address to determine county

Once key information is confirmed, create a note in the ticket tagging @Marcie Christenson and inserting the #Atrium snippet that includes:

Teammate first/last name

Teammate ID

Shipping address

Until shipping information has been provided to resident, keep ticket in “Waiting for Organization”

Select “Atrium Device (Waiting for E2D)” for “What organization are you waiting on?”

Create follow-up task: Check-in weekly until laptop shipped

DN contacts employee with shipping information once E2D creates task for ticket owner; close ticket and complete the following properties:

Received Laptop

Date Laptop Received

Affordable Technology Referral Organizations

Properties to Update Throughout the Process

Ticket Status

Ticket Description

Source: Atrium

Date Laptop Distributed

Received Laptop

Affordable Technology Referral Organizations

Internet Service Support

Atrium/Advocate team members live across the United States and need nuanced ISP support that correlates with their geographic location.

CDE partner EducationSuperHighway has created a chart of internet providers in select states. where Atrium team members could be located. The chart includes: VIEW CDE/ATRIUM HEALTH ISP PLANS HERE

State + County

Internet Service Provider

Plan Specifics

Type of Internet

Speed

You can also use the tool: https://www.everyoneon.org/

Digital Skilling Support

Determine the geographic location of the employee and utilize state asset lists and NDIA to identify local resources:

Chicagoland Resources: Use this spreadsheet to find digital skills options around Chicago. Take the time to understand the person’s needs and only recommend the top 2-3 that are best for them.

North Carolina Technology Resource Tool (State Digital Equity Asset Map) Use this tool to find resources like help with using the internet, finding public computers and Wi-Fi, and digital classes across North Carolina.

NDIA – Find Affiliates: Other states served: Georgia, Alabama, Virginia, Illinois

CMPD Referral Partnership

Digital Navigator Service Steps

CMPD Case Managers completed CDE intake form

Ticket is assigned  to a Digital Navigator associated with the CMPD initiative

DN reviews ticket notes, reaches out to detective if additional information is needed.

Using contact info collected in the form submission, DN manually creates CMPD Case Manager contact from within the ticket record.

Add custom association label: and associate with ticket using custom association label

For guidance creating a contact with an association label, watch this Loom video.

Before ticket owner calls the resident, reference the Digital Privacy and Security for important context that could inform the phone call.

If ticket includes urgent (“High Priority”) device request AND resident confirms they need a laptop:

Coordinate Laptop Pickup: Tag an Operations Specialist in the CMPD Teams Channel to inquire about soonest availability to pick-up a laptop from E2D.

CDE should give E2D 48 hours to fulfill the request. There may be times that they are unable to meet that turnaround time when they are preparing a large order. Once confirmed with E2D on time that it can be picked up, DN can give resident an update.

If Operations is unavailable, DN should pick-up and drop-off laptop

Text Christy Cowan (include Ashley Page) at E2D notifying her of the date+ time of the urgent device pick-up (704-576-8203)

Ticket Owner Ensures Laptop is Delivered

Delivery Address: CMPD Facility – 601 East Trade St, Charlotte NC 28202

Delivery Communication: Text the CMPD Case Manager when en route with the laptop to determine if the CDE staff member will meet the case manager at the front desk or leave it with a receptionist.

Final Steps: Close Ticket; Notify CMPD

Ticket Record Updates: Review all properties listed on the left side bar of the ticket record to provide detailed updates. Key properties to update include, but are not limited to, the following:

Ticket Status

Ticket Description

Source: CMPD

Date Laptop Distributed

Received Laptop

Once resident help types have been resolved, Digital Navigator should record extensive notes in the ticket and use the email template to send the CMPD detective the result of the process.

FAQ: Answered by CMPD Officers

What should we know about social media and what is criminal? What are some common scenarios you see?

The law is super vague for social media crimes. The law is called “Accessing the Computer”. Social media crimes take a lot for social media cases to be brought in front of a court. If needed, DNs can send referrals back to CMPD if they need further clarification on details related to the crime they originally reported. One online crime that is seen often is “Romance Scams” amongst the elderly population. This often involves being scammed into paying someone money.

What language/phrases should we consider when working with residents?

DN’s can continue to express that they are not a criminal unit and are here to help them solve their digital needs. DNs should not use names of crimes when describing things:  Ex. Do not say “you were robbed”, say “something was taken from you”

If any new information is shared with the CDE that might be relevant to a criminal case, DN’s should remind the resident that they need to contact their detective as well as send over notes directly to the officer on record indicating that they should speak with the resident.

What other trainings might help us educate ourselves beyond the Victims 101 training from Safe Alliance?

CIT training, crisis intervention training. A lot of times residents just need someone to listen to them.  https://www.nami.org/Advocacy/Crisis-Intervention/Crisis-Intervention-Team-(CIT)-Programs

CMPD Key Contacts

Cyber Crimes Unit: Det. John Koukopoulos, 704-301-9558  john.koukopoulos@cmpd.org

Crimes Against Children: Detective Mary Cahill Mary.Cahill@cmpd.org

Fraud: Detective Tawanda Garrison Tawanda.Garrison@cmpd.org

Sexual Assault (Adult): Detective Christopher Harrington Christopher.Harrington@cmpd.org

Domestic Violence: Detective Melanie Greene Melanie.Greene@cmpd.org

Division Lieutenant and Command: Lieutenant Corey Geohagan corey.geohagan@cmpd.org

Habitat For Humanity

Quick Links:

Intake Form: Habitat for Humanity (Auto-Ticket Creation)

Workflow: Updates 311 Tickets with Habitat for Humanity Source

Workflow: Assign New Tickets to “DN Follow-Up” Status

Spreadsheet Documenting Count of Laptops Monthly

Previous Project Description (2023/2024)

Center for Digital Equity partnered with E2D (Eliminate the Digital Divide) and Habitat for Humanity to provide free laptops to new homeowners participating in the 2023 Jimmy & Rosalynn Carter Work Project.From October 1-6, 2023, volunteers  came together here in Charlotte to build 27 new homes in our West Charlotte neighborhoods in the Meadows at Plato Price development, and on New Pineola Road. View photos of the home building here.This iteration is called the Carter Project and the CDE plans for this to be a continuous partnership.

Digital Navigators met with small groups of adults on-site once a month to build a relationship with the residents, learn their digital needs, and explain available services. Laptops will be delivered directly to households and each adult in the home will receive a no-cost laptop.

Current Project Description (2025-2026)

Center for Digital Equity partnered with E2D (Eliminate the Digital Divide) and Barrings to assist Habitat for Humanity to provide free laptops to new homeowners and now in 2025 the Critical Home Repair Team has been an addition to the Jimmy & Rosalynn Carter Work Project.

DN will provide 1 on 1 assistance to each client that has been invited to the event/ Block Party

Role of CDE

The Center for Digital Equity is supporting Habitat clients by explaining how to use their laptops and offering digital skilling assistance. This may be through small group classes or one-on-one help with additional follow up to track their progress. Digital Navigators will also work with clients to address their needs around home internet or other tech needs.  The laptops are provided by E2D (Eliminate the Digital Divide).

Role of 311

The process outlined above reduces the likelihood that a resident will call 311, and a 311 representative can still select Habitat for Humanity under the Referral? property. This workflow will automatically update the Source to Habitat for Humanity if selected as the referral type.

Event Process for 2025 Critical Home Repair/New Home Closings Events

Step 1: The Habitat Critical Repair Team/New Home Closings will send out invitations to clients, inviting them to attend the event.

Step 2: At the event, the Habitat Critical Repair Team will check in clients upon arrival.

Step 3: After check-in, E2D will assist each client with obtaining their laptop.

Step 4: Finally, a Digital Navigator (DN) will review basic laptop instructions with the client, explain the 90-day warranty, create a HubSpot ticket and provide personalized support based on each client’s individual digital skilling needs. DN will also do a follow up call to review service.

Custom HubSpot Properties for Habitat for Humanity

Source: This initiative is tagged with the source “Habitat for Humanity”. The Source property is used across HubSpot to track how tickets are created in the portal

Ticket Tags: On the ticket card of tickets with the Source of The Carter Project: Habitat for Humanity, a blue label will read “Habitat for Humanity” for easy identification

Key Contacts

For Initiative Specific Questions: Maria McAllister (mcallisterm@queens.edu)

For Digital Navigator Support: Tiffany White (whitet3@queens.edu)

For HubSpot or Operations Questions: Ashley Page (pagea2@queens.edu)

Habitat for Humanity POC: New Home Closing -Donna Davis-(ddavis@habitatcltregion.org)

Critical Home repair -Meghan Manges-(mmanges@habitatcltregion.org)

Digital Privacy and Security

Use these tips to guide residents who are concerned with their digital safety

Video to share with senior residents: produced by AARP: https://www.youtube.com/watch?v=bAypt_nf0e4

1. Use a different device

If you think that someone is monitoring your computer, tablet, or mobile device, try using a different device that the person hasn’t had physical or remote access to in the past, and doesn’t have access to now (like a computer at a library or a friend’s phone). This can hopefully give an option for communication that cannot be monitored by this person.

2. Change passwords and usernames

If you think your online accounts are being accessed, you can change your usernames and passwords using a safer device. Once you have updated the account information, it’s important not to access those accounts from a device you think is being monitored. You can also consider creating brand new accounts, such as a new email address with a non-identifying username instead of your actual name or other revealing information. It’s important to not link these new accounts to old accounts or numbers and not use the same password for all of them.

To create strong passwords, focus on length. The best passwords are at least 12 – 15 characters long, containing a mixture of letters, numbers, and symbols. You could create a short sentence or phrase that’s easy for you to remember, like summerismyfavoriteseason. For added strength, or if a website requires it, you can add numbers and symbols to the mix: Summeri$myfavoriteseason24.

Change it up. Use different passwords for accounts that contain sensitive or personally identifying information. The importance of this tip can’t be emphasized enough. If you use the same password across these accounts, once it’s been cracked for one account, ALL your accounts become vulnerable. Just as you use different keys to protect separate places, use different passwords to protect important accounts.

Use additional security options like multi-factor authentication. One example of how this works is that when you log in to an account, you also receive a verification code on your phone or in your email.

3. Check your devices & settings

Go through your mobile device, apps, and online accounts, and check the privacy settings to make sure that other devices or accounts aren’t connected to yours, and that any device-to-device access, like Bluetooth, is turned off when you’re not using it. Make sure you know what each of your apps are and what they do. Delete any apps on your device that you’re unfamiliar with or that you don’t use. Look for spikes in data usage – these may indicate that monitoring software such as spyware may be in use. Read more about changing settings on your mobile devices,

4. Protect your location

You can check your mobile devices, apps, and accounts to see if location sharing is turned on, and update the settings to best suit your needs. You can also call your mobile phone provider to ask if any location sharing services are in use, especially if you were/are on a family plan with the person. Location tracking through your car might be through a roadside assistance or safe driver service.

5. Consider cameras and audio devices

If you suspect that you’re being monitored through cameras or audio recorders, it may be happening through hidden devices or devices like webcams, personal assistants (such as Google Home or Alexa), or security systems. Everyday devices may be able to be secured by changing account settings or passwords. Built-in web cameras can be covered up with a piece of removable tape.

6. Sharing on Social Media

Social media is designed to be social, and information is often public by default. Some sites let you choose who can see your profile or posts. Use the privacy settings tools and guides, which many social media sites offer, to meet your privacy needs.

Be cautious about connecting social media accounts or using one account to sign on to another – it makes it more difficult to lock down your privacy.

When you take photos or create videos to post on social media, be aware of any information in the background that someone could use to find your location, such as street sign names, address numbers, license plate numbers, or business names.

Regularly review who is in your “friends” or “followers” list, and be aware that your friends’ friends may be able to see your profile and posts.

Read about Online Dating and Online Gaming, and Video Sharing Sites. See our guide to Facebook

Talk to friends and family about limiting what they post about you. Ask employers, community groups, sports teams, volunteer organizations, or other groups you’re involved in to not share your personal information online.

7. Limit the information you give out

Most everything we do these days asks for personally identifying information—whether it’s to make a purchase, open a discount card, or create an online account. When possible, opt out of information collection, or only provide the minimum amount necessary. You can get creative – for instance, instead of using your first and last name, use your first and last initials. You can also use a free virtual phone number, such as Google Voice, to give yourself an alternative number to share when you need to.

8. Removing Content from the Internet

There may be several types of information about you on the Internet that you would like to remove because they are “sensitive” – impacting your life in some way or endangering your safety – such as your home address or intimate images of you. You may also find inaccurate information. Read more about your options for removing sensitive content from the Internet.

Companies called data brokers gather your personal information from the Internet and public sources. This may include your current and previous addresses and other contact information, information about your age, social connections, education, work, and more. Read more about data brokers and how to opt out of them so that they no longer display your information online.

9. Signing Up for New Accounts

Create email addresses and usernames that don’t include identifying information like your full name.

Create more than one email account. You can use separate email accounts for job searches, social groups, online dating, and more.

Use different usernames when creating different online accounts.

Use a different profile photo for each separate account profile. You can also consider using a picture that isn’t a photo of you.

Be cautious about sharing personal information beyond what’s required to create an account or set up a profile. Sometimes sites don’t make it obvious that the information is optional, so look to see if it’s required.

Click “no” when sites or apps offer to check your contact list, Facebook friends list, or any other source of information about your contacts, to help connect you with your friends already on their site.

Opt- out of having your profile be publicly searchable.

10. Private Web Browsing

Most web browsers give you an option to browse privately, which means that once you close the browser window, the websites you visited won’t be saved in the browser history. However, if you bookmarked or downloaded anything, that can still be seen.

You can also regularly delete history, cookies, temporary internet files, and saved forms and passwords from your web browser. Read more about Internet Browser Privacy Tips.

11. Be Careful with Wireless Networks

Consider using a VPN (Virtual Private Network) when using public Wi-Fi. You can also use one at home, or even install one onto your home router, if you want to hide your location from websites you visit.

Change the default password for your home wireless network.

Read more about WiFi Security

Quick Links: For more information, review: www.techsafety.org/resources-survivors

Campaign: CMPD referral

Flow Chart of Process(es)

Supplemental information and/or decision tree

HubSpot properties, workflows, emails, etc. related to the playbook topic

Points of Contact: Tiffany White, Sherry Sample

Updated: Purchasing Affordable Technology

Definition of Purchasing Affordable Technology

Residents who are interested in a no-cost or low-cost device. A device qualifies as any electronic element with some computing ability that supports the installation of firmware or third-party software. Examples include a laptop, chrome book, iPad, computer speakers, monitor, disk drive, printer, microphone, modem, or mouse.

As of April16, 2025- we are using the following language when someone specifically requests a no-cost or free device: We know having a computer is important and are happy to share resources where you can purchase a good, low-cost laptop.

If a resident asks about “free” or “no cost” computers- you can respond with:

We currently do not have free laptops to give out. By submitting a ticket to the CDE, you are automatically in our system if we need to contact you in the future.

Follow it up with:

Can you tell me a bit more about what sort of computer you are looking for so I can refer you to a resource that will best meet your needs?

Set a task to follow up with them in 2 weeks to see if they were able to purchase a laptop.

HubSpot Properties to Complete When Help Type = Purchasing Affordable Technology

The three HubSpot properties listed below, along with their field options, allow us to track how many residents have received a laptop and when they received that laptop (as most of our data is shared per fiscal year).

Affordable Technology Referral Organizations — Link to view property

This captures two things:

A) The organizations that Digital Navigators refer residents to

B) The organization / source where a resident received a laptop

Received Laptop — Link to view property

Yes

Future Pickup Known

Waiting for Next Distribution

Date Laptop Distributed — Link to view property

The “Received Laptop” property has three options to choose from:

Yes = Close Ticket; Resident has received a laptop

Future Pickup Known = Close Ticket; Resident has communicated they have scheduled a specific date to pickup a laptop (e.g., MeckTech or Tech Tuesday Event)

Waiting for Next Distribution = Ticket Remains Open; Resident is automatically added to HubSpot pipeline “Waiting on Device”

The “Date Laptop Received” property is a date picker property that documents the exact month, day, and year a resident received a laptop. If “Received Laptop” is any of Yes or Future Pickup Known, then the “Date Laptop Received” property must be completed.

Full Contact List

PCs for People

HOME

PCs for People is a nonprofit organization dedicated to providing affordable refurbished computers and low-cost internet access to individuals and families with low income. Their mission is to bridge the digital divide and promote digital inclusion. Here’s how you can utilize their services.

To access computers or internet services through PCs for People, you must meet one of the following criteria:

1. Participate in a government assistance program (e.g., SNAP, Medicaid).

2. Have a household income below 200% of the federal poverty level or 60% of the area median income.

3. Provide valid photo identification and proof of eligibility, such as enrollment documentation or income verification

Services Offered

1. Refurbished Computers:

Purchase desktops or laptops online

2. Internet Access:

– Prepaid, high-speed 4G LTE internet plans starting at $15/month.

How to Get Started

Check Eligibility: Visit there Eligibility Page to review income and documentation requirements.

Shop Online: Browse devices at the online store.

Human-I-T

www.human-i-t.org

Store: store.human-i-t.org

Human-i-T is a nonprofit organization that focuses on making technology accessible and affordable to low-income individuals, families, and nonprofits. They provide refurbished electronics, low-cost internet, digital skills training, and tech support.

Services Offered:

1. Refurbished Electronics:

– Affordable laptops, desktops, tablets, and other devices.

– Devices come with a one-year warranty and optional tech support.

2. Low-Cost Internet:

– Discounted internet plans starting at $14.99 per month

– Assistance with finding affordable internet providers in your area.

How to Use Human-I-T’s Services:

Check Eligibility: Proof of low-income status is required. Acceptable documents include SNAP/EBT, Medicaid, SSI, or energy assistance program documentation. More details on eligibility can be found here.

Shop Online: Visit the Human-I-T store to browse and purchase devices: Human-I-T Online Store.

Connect with Internet Services: Visit their website to find discounted internet providers: Human-I-T Internet Services.

The GRID store (CHARLOTTE, NC ONLY)

The GRID – Powered by Goodwill

The GRID is a retail and job training initiative operated by Goodwill Industries of the Southern Piedmont in Charlotte, North Carolina.

Services Offered

1. Low-Cost Refurbished Electronics:The GRID refurbishes and sells donated electronics, ensuring the devices are in good working condition and priced affordably. They offer desktops, laptops, monitors, printers, and more

2. Job Training Programs

3. Donation & Recycling

How to Buy:

For Purchasing: You can visit their physical store in Charlotte at 5301 Wilkinson Boulevard to purchase electronics or browse available items.

Computers for a Cause

Computers with Causes

Computers with Causes is a nonprofit organization that provides free refurbished computers to individuals, families, and organizations in need. Operated by the Giving Center, a 501(c)(3) nonprofit, it accepts donations of computers, laptops, tablets, and other electronic devices, refurbishes them, and redistributes them to those who qualify.

How to Apply for Assistance

1. Eligibility Requirements, Income-based criteria: You must meet specific income requirements, typically below a certain threshold. Additional Qualifiers: They prioritize providing computers to low-income individuals, veterans, seniors, students, and people with disabilities.

2. Application Process Online Application: Visit the Computers for a Cause website to fill out an application form. The form typically asks for personal information, income details, and the purpose for which you need a computer. You may be required to submit documentation that supports your eligibility, such as proof of income, government assistance benefits, or disability status.

3. Approval & Distribution: After submitting your application, the organization will review it. If approved, you will be contacted for further steps, which might include selecting a suitable device or scheduling a pickup or delivery. The computers are refurbished, and depending on availability, you may receive a laptop or desktop, ready for personal or educators

Hubzone Technology Initiative (located in HENDERSON, NC)

Website: Free Chromebooks HUBZone

Phone: 252-590-0240

Email: Info@hubzonetech.org

Services Offered: Free Chromebooks, apply online here

Who do you serve: Everyone, but income and device availability dependent

They primarily give out laptops through partner organizations, but individuals can apply. $15 shipping or pick up from a HUBzone location

Kramden (must pick up in DURHAM, NC)

Website: Low-Cost Computers Kramden

Phone: 919-293-1133

Email: info@kramden.org

Services Offered: Refurbished computers: $30 desktops and $70 laptops. Computers must be picked up at Kramden Institute in Durham.

Who do you serve: Adults making 200% of FPL or on income-based government assistance

Low-cost refurbished computers: $30 desktops and $70 laptops
90-day warranty with all computers
All computers come with Windows 10 installed
Computers must be picked up at Kramden Institute in Durham. Kramden is not able to ship computers at this time.
HOW TO APPLY:
Individuals can apply themselves – proof of eligibility and a photo ID required.
Individuals can be nominated by a partner agency.

Online Retailers

Amazon: Offers refurbished and new budget laptops. Look for certified refurbished options for quality assurance.

Walmart: Often has budget-friendly laptops and frequent sales.

Best Buy: Check their “Open Box” deals and clearance sections for discounted laptops.

Newegg: Known for electronics, it has regular deals on laptops, including refurbished ones.

Discount electronics Used Computers, Laptops, Monitors (discountelectronics.com)

Manufacturer Outlets

Dell Outlet: Offers refurbished and discounted models.

Lenovo Outlet: Refurbished and clearance laptops are available at reduced prices.

HP Store: Features a “Deals” section with budget-friendly options.

Refurbished and Used Laptop Online Platforms

Back Market: Specializes in refurbished electronics with warranties.

eBay: Search for refurbished or used laptops from reliable sellers with high ratings.

Facebook Marketplace or Craigslist: Local options often come at lower prices but ensure to inspect the laptop in person.

Internet Service Providers: Cabarrus, Union & Gaston

Search FCC National Map by address

Spreadsheet showing providers in each county

NDIA’s Role in Affordable Internet Access

NDIA The National Digital Inclusion Alliance (NDIA) is an organization dedicated to promoting digital equity and inclusion across the United States. NDIA works with local communities, nonprofits, and policymakers to expand broadband access, digital literacy, and affordable internet options, particularly for low-income households.

NDIA evaluates internet plans based on affordability and accessibility, ensuring that providers offer plans suitable for low-income families. They focus on:

Why NDIA’s Rating Matters

The NDIA’s rating ensures transparency from ISPs and helps consumers find fair-priced, high-quality internet options without misleading promotional offers or hidden fees. Their advocacy also pushes ISPs to expand these plans nationwide. Honor Roll of Low-Cost Plans – National Digital Inclusion Alliance

EveryoneOn is a national nonprofit organization dedicated to closing the digital divide by helping low-income households gain access to affordable internet, devices, and digital literacy training. Since 2012, EveryoneOn has worked with internet service providers, nonprofits, and other organizations to connect over 2 million people to the internet and provide 10,000+ devices to families in need.

· EveryoneOn provides a National Offer Locator Tool, which helps individuals find affordable internet service plans, low-cost devices, and digital literacy programs based on their ZIP code and eligibility. National Offer Locator Tool

ISP Consumer Labels: What You Need to Know

ISP Consumer Labels are standardized broadband “nutrition labels” created by the Federal Communications Commission (FCC) to help consumers compare internet service plans more easily. These labels provide clear, transparent, and easy-to-read information about internet plans, similar to how food nutrition labels display ingredients and nutritional facts.

Where Can You Find These Labels?

ISPs offering broadband plans must display these labels on their websites and marketing materials.

ISP Consumer Labels: https://broadbandnow.com/broadband-consumer-labels

Affordable home internet options

Plan name: ATT Access

Speed: 100 mbps

Cost: $30/month

Who do we serve: Household with at least one resident who participates in the SNAP program, participates in the free or reduced lunch program or households with income below the 200% federal guidelines.

How to apply: https://www.att.com/internet/access/

or call English: 866-531-0531, Spanish: 877-649-6154

Plan name: ATT Prepaid 5G

Speed: 50 mbps average

Cost $30/month

How to apply: https://www.att.com/affordable-connectivity-program/prepaid-wireless/

Plan name: ATT Fiber

Speed: 300 mbps

Cost: $55/month

How to apply: https://www.att.com/local/internet/north-carolina/charlotte

Plan name: Spectrum Internet Assist

Speed: 50 mbps

Cost: $24.99/month, WiFi is an additonal $10 = $35/month

Who do we serve: Households with occupants 65 or older receiving SSI or any household with a student receiving free or reduced lunch

**Existing customers cannot have internet service within the last 30 days

Customers is required to pay any outstanding debt aged 12 months or less to qualify

SIA is only available to eligible households**

How to apply: https://www.spectrum.net/support/forms/spectrum_internet_assist or call 877-959-1748

Internet Service Providers: Meck Hub

Access Charlotte program for Mecklenburg County residents:

First ask residents if they live in an apartment or house, letting them know that you are asking because some apartments receive free internet for the rest of 2025.

If they live in an apartment, reference this list to see if it is an Access Charlotte property first before recommending other service.

NDIA’s Role in Affordable Internet Access

NDIA evaluates internet plans based on affordability and accessibility, ensuring that providers offer plans suitable for low-income families. They focus on:

· Digital inclusion policies to bridge the digital divide.

· Advocating for affordable home internet plans from ISPs.

· Providing resources and research to support equitable broadband access.

Why NDIA’s Rating Matters

ISP Consumer Labels: What You Need to Know

Why Are ISP Consumer Labels Important?

· Transparency: Helps consumers avoid hidden fees and misleading promotional rates.

· Comparison Tool: Makes it easier to compare internet plans side-by-side.

· Consumer Protection: Prevents deceptive marketing practices by ISPs.

· Informed Decision-Making: Ensures customers choose the best plan for their needs.

Where Can You Find These Labels?

ISPs offering broadband plans must display these labels on their websites and marketing materials.

ISP Consumer Labels: https://broadbandnow.com/broadband-consumer-labels

Affordable home internet options

Plan name: ATT Access

Speed: 100 mbps

Cost: $30/month

How to apply: https://www.att.com/internet/access/

or call English: 866-531-0531, Spanish: 877-649-6154

Plan name: ATT Prepaid 5G

Speed: 50 mbps average

Cost $30/month

How to apply: https://www.att.com/affordable-connectivity-program/prepaid-wireless/

Plan name: ATT Fiber

Speed: 300 mbps

Cost: $55/month

How to apply: https://www.att.com/local/internet/north-carolina/charlotte

Plan name: Spectrum Internet Assist

Speed: 50 mbps

Cost: $24.99/month, WiFi is an additonal $10 = $35/month

Who do we serve: Households with occupants 65 or older receiving SSI or any household with a student receiving free or reduced lunch

**Existing customers cannot have internet service within the last 30 days

Customers is required to pay any outstanding debt aged 12 months or less to qualify

SIA is only available to eligible households**

How to apply: https://www.spectrum.net/support/forms/spectrum_internet_assist or call 877-959-1748

Plan name: Spectrum Internet Advantage

Speed: 100 mbps

Cost: $30.00 for the 1st year, (may rise to $40 year 2, $50 year 3)

How to sign up: Low-Income Internet Service – Spectrum Internet Assist Program

Residents can not downgrade to Spectrum Assist or Advantage if they are exisitng customers

Hotspots

PCs for people

Affordable hotspots

Cost: 4G devices $20 5G devices $55

$15 a month for service

How to sign up: Internet Options – PCs for People affordable internet

T-Mobile

T-Mobile offers free wireless hotspots with 100 GB of high-speed data per school year.

How do I qualify: Students must be enrolled in the National school lunch program

How to apply: Free Internet for Students: Project 10Million | T-Mobile

Human-I-T

Affordable hotspots

Cost to rent a hotspot: $10 a month for device $15 a month for service

Cost to own a hotspot: $87.98 for the device $15 a month service

How do I qualify: Eligibility Requirements – Human-I-T

How to purchase: Rental Franklin T10 Hotspot – Human-I-T Store

Digital Privacy and Security

Use these tips to guide residents who are concerned with their digital safety

Video to share with senior residents: produced by AARP: https://www.youtube.com/watch?v=bAypt_nf0e4

1. Use a different device

2. Change passwords and usernames

3. Check your devices & settings

4. Protect your location

5. Consider cameras and audio devices

6. Sharing on Social Media

Be cautious about connecting social media accounts or using one account to sign on to another – it makes it more difficult to lock down your privacy.

Regularly review who is in your “friends” or “followers” list, and be aware that your friends’ friends may be able to see your profile and posts.

Read about Online Dating and Online Gaming, and Video Sharing Sites. See our guide to Facebook

7. Limit the information you give out

8. Removing Content from the Internet

9. Signing Up for New Accounts

Create email addresses and usernames that don’t include identifying information like your full name.

Create more than one email account. You can use separate email accounts for job searches, social groups, online dating, and more.

Use different usernames when creating different online accounts.

Use a different profile photo for each separate account profile. You can also consider using a picture that isn’t a photo of you.

Be cautious about sharing personal information beyond what’s required to create an account or set up a profile. Sometimes sites don’t make it obvious that the information is optional, so look to see if it’s required.

Click “no” when sites or apps offer to check your contact list, Facebook friends list, or any other source of information about your contacts, to help connect you with your friends already on their site.

Opt- out of having your profile be publicly searchable.

10. Private Web Browsing

You can also regularly delete history, cookies, temporary internet files, and saved forms and passwords from your web browser. Read more about Internet Browser Privacy Tips.

11. Be Careful with Wireless Networks

Consider using a VPN (Virtual Private Network) when using public Wi-Fi. You can also use one at home, or even install one onto your home router, if you want to hide your location from websites you visit.

Change the default password for your home wireless network.

Read more about WiFi Security

Quick Links: For more information, review: www.techsafety.org/resources-survivors

Campaign: CMPD referral

Flow Chart of Process(es)

Supplemental information and/or decision tree

HubSpot properties, workflows, emails, etc. related to the playbook topic

Points of Contact: Tiffany White, Sherry Sample