Closing the Digital Divide: How Seattle Housing Authority is Empowering Residents

Seattle Housing Authority (SHA) has long recognized the importance of digital navigation. What began years ago with a few resident-run computer labs has grown into a robust, community-centered digital initiative.

The turning point came when SHA received a major Digital Navigators grant from the Washington State Department of Commerce. This funding allowed SHA to expand its digital navigation services—distributing more than 4,000 devices, enrolling hundreds of residents in affordable internet programs, and delivering digital skills training to hundreds of households. When the grant ended, SHA saw the lasting value of this work and chose to make its Digital Navigator team a permanent part of its operations.

Today, the team’s top priority is helping residents adopt the new SHA Portal, powered by Rent Café. The portal is designed to simplify housing services—residents can pay rent, submit maintenance requests, complete annual recertifications, and securely communicate with SHA staff all in one place. For SHA, this shift saves time, reduces costs, and eases the workload of property management staff.

But the portal is not always easy to use, especially for seniors, people with disabilities, and those facing language barriers. That’s where Digital Navigators make the difference. They provide one-on-one support and group workshops to help residents set up devices, create email accounts, access reliable internet, and learn to use the portal confidently.

The results have been powerful. Outreach campaigns have raised awareness across SHA communities, residents are responding positively, and engagement with the portal continues to grow. Beyond the portal, Digital Navigators also manage and maintain 65 community Wi-Fi sites across SHA properties—ensuring connectivity is accessible and reliable.

SHA’s investment in digital navigation is more than a tech upgrade; it’s a commitment to equity, empowerment, and efficiency. By bridging the digital divide, SHA is giving residents the tools to take charge of their housing journey with independence and dignity.

For residents seeking support, Digital Navigators are available at SHA sites and through the SHA Portal Help Center. Together, they are shaping a future where every household has the access and skills needed to thrive in a digital world