Digital Access: Social Workers, Libraries, and Human Rights

Currently, communities across the United States face growing numbers of people with unmet needs, including lack of housing and social services, inadequate food, and other issues associated with poverty and mental health crisis (Simon et al., 2021; Wahler et al., 2021). Historically, librarians have attempted to assist patrons; however, the current community needs are overwhelming and the type of assistance required is outside the scope of a librarian’s responsibilities (Hammock et al., 2023; Jaeger & Sarin, 2016). Thus, many libraries now either hire social workers or host social work students in practicum placements (Johnson, 2019).

Public libraries focus on equity and access to services, values that align with the social work value of advancing human rights (Council on Social Work Education, 2022; Halpin et al., 2015). Both professions’ codes of ethics include action against inequity and oppression, enhancing inclusion and diversity, and working toward social justice (American Library Association, 2021; National Association of Social Workers, 2021). This overlap between librarianship and social work creates an opportunity for collaboration in supporting access to services and care for the community.

Library social workers provide care across the micro-to-macro continuum, assisting and intervening with people who are experiencing homelessness, food insecurity, mental health issues, addiction, and poverty. These services are crucial, particularly for vulnerable people, as they provide access to necessities such as insurance, food stamps, unemployment, transportation, and other programs and benefits (Gross & Latham, 2021; Wahler et al., 2021). Macro work includes ensuring that policies are inclusive of marginalized members of the community by advocating for de-escalation techniques and compassionate care for patrons in crisis (Johnson, 2019). This reinforces public libraries as “safe spaces” that extend intensive support to people experiencing various types of trauma (Simon et al., 2021). The melding of micro and macro work also creates a rich practicum experience for social work students, who are learning necessary skills to provide services. This practicum is symbiotic for libraries and social work students: It allows students opportunities to advocate for and protect basic human rights of vulnerable populations while practicing the profession’s competencies, allowing libraries to provide critical social work services to their patrons (Johnson, 2019).

Limited access to technology or digital skills reinforces the “digital divide” between those who have training and access to technologies and those who do not (Gautam, 2014). Social inequity is closely tied to the social determinants of health (SDOH), marginalization, and poverty (Hammock et al., 2023). It is imperative to extend technology to underresourced groups and to empower them to become digitally literate, decreasing inequity and improving opportunities for better health outcomes (Bernsmann & Croll, 2013; Halpin et al., 2015). Libraries are some of the only places in communities where anyone can access digital technologies for free (Lyles et al., 2021). Library social workers have become the conduit of digital connection for many who do not know how to proficiently use technology or who do not have their own access (Wahler et al., 2022). At their core, libraries protect the human right of education by providing access to accurate information, education, and literacy. Public libraries today allocate much space and staff to digital access, and view this as a means of promoting human rights by providing the community with equitable access to services, civic engagement, and the ability to communicate (Jaeger & Sarin, 2016).

The COVID-19 pandemic catalyzed many changes in how the library provides services. Libraries became emergency digital hubs where communities were able to engage in all aspects of life. The pandemic highlighted disparities in access to digital technologies, which directly impacted health outcomes (Lyles et al., 2021). There is significant overlap between those without digital access and SDOH; it is no surprise that vulnerable populations who already are underresourced also do not have access to technology or education on its proficient use (Richardson et al., 2022).

Currently, social workers in libraries are pivotal in addressing the digital divide. Providing access to technology is one way that libraries address disparities and create social inclusion (Steyaert & Gould, 2009), but it is harder to provide these services to library patrons with complex needs. Library social workers can mitigate some of these challenges, working with people to access needed resources (Wahler et al., 2020).

How Social Workers Promote Equitable Digital Access in Libraries

In 2016, Stony Brook University’s School of Social Welfare began placing students in public libraries to complete their BSW and MSW practicums. Students are tasked with using technology to provide services in multiple ways. They access online applications and resources, most of which are for housing, food insecurity, health insurance, benefits, and immigration. They work with the unsheltered, undocumented, aging, mentally and physically ill, and educationally disadvantaged. Most of the service recipients present with a lack of digital access, lack of knowledge, or a complex mix of both. Interventions include creating email addresses and teaching patrons how to use them, filling out complicated benefits applications, and helping patrons navigate virtual appointments.

Students identify digital access as a primary task and method of service delivery: It is vital to ensure that basic needs are met and students understand how technology can be a tool to protect basic human rights. They see firsthand how SDOH intersect to create barriers to education and healthcare and learn interventions that create change and increase access through technology.

Conclusion

Information, knowledge, and resources are all communicated and accessed through technology; all populations deserve equitable access in order to thrive. Social work needs to position digital access as a human right to ensure that we work to create equal access to the information and resources that technology provides. Library social workers integrate human rights into library culture to creatively address SDOH and emergent community needs.

When vulnerable people are equipped with the tools that they access at a public library, they can achieve greater self-determination (Steyaert & Gould, 2009) and we move toward greater equity. Social work rests on principles of empowerment; providing access to technology in a public space is the epitome of this.

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