Interview with Lucy Walsh - Digital Skills Trainer at AbilityNet

Lucy Walsh joined AbilityNet as a Digital Skills Trainer in October 2023, as part of AbilityNet’s partnership with BT Group aimed at improving the digital skills of older and digitally excluded people across the UK. In this interview she reflects on the impact she is able to make in her role and the rewarding experience of delivering digital skills training for disabled adults and older people.

Please can you tell us a bit about yourself?

My name is Lucy Walsh and I live in South Wales. Before joining AbilityNet I was a driving instructor for 7 years. Prior to that I spent 18 years as a trainer and coach in both the financial and third sectors, working with organisations including Lloyds TSB, Save the Children, and the Royal British Legion.

Outside of work I'm an enthusiastic member of a Rock Choir - and a slightly less enthusiastic member of my local gym! I enjoy spending time with family and friends, and walking my Cavapoochon dog, Teddy.

Lucy Walsh, smiling at the camera

Can you describe a typical week in your role as a Digital Skills Trainer?

I work from Tuesday to Friday, visiting groups of older people and disabled adults to deliver digital skills training in a variety of settings. This includes their homes, sheltered accommodations, places of worship, community centres and local groups.

I deliver training sessions covering all aspects of digital confidence at a foundation level, and also provide one-to-one support with using a tablet, laptop or smartphone, including troubleshooting any issues.

I'm not necessarily an expert in every device, every type of software, or the features within them, and so I spend a lot of time researching and network with others each week, to improve the breadth of my knowledge.

What about your role contributes to your sense of purpose and/or job satisfaction?

For many the digital world can be a scary place, but it can also help people to stay connected, to save money and to learn new hobbies. It's hugely rewarding knowing that I've been a part of reducing isolation, improving access to online content and helping people to learn new skills.

There are also many ways in which digital devices can assist disabled people who have specific access needs, and I'm grateful for the opportunity to connect and share technology adaptations that often can make a huge difference in someone's life.

What impact does helping others through training have on you personally?

As a Digital Skills Trainer, I'm developing new skills every day! My role allows me to continuously learn things, so that I'm able to help others. On a more personal note, I feel so lucky to travel South Wales and meet all different types of people, from different backgrounds and ages. It's helped me to appreciate others and see the world from different perspectives.

What are the most important attributes a Digital Skills Trainer needs to have?

Patience, empathy and the ability to listen carefully are key. Many of the people I support say they are frightened of technology or worried that they will break their device, so they are often reluctant to try new things. It's important not just to show people a new skill, but to allow them to try it until they can do it independently (and this can take a number of tries)!

A good sense of humour is also vital in the role, with the ability to have a flexible approach to training delivery. I often never know quite what to expect until I arrive. I've delivered training sessions in sheds, gardens, cafes and on front door steps before!

What would you say to someone thinking about working at AbilityNet?

What's not to love? You'll become part of a wonderful team, and will be helping others and making a real difference to older and digitally excluded people across the UK.

Interested in working in digital accessibility?

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