Digital Exclusion: a volunteer perspective

By AbilityNet Research and Evaluation Officer, Ell Martin

Andrew, an AbilityNet Tech Volunteer Coordinator, situated in and around Cardiff has been volunteering with AbilityNet for seven years.  

Having started out as a Tech Volunteer; supporting residents across his local area both over the phone and in person, Andrew then became  an Area Coordinator, which means in addition to supporting people with digital skills, he manages AbilityNet’s local volunteers and promotes the charity in his region.  

Although his background  in IT is undoubtedly very helpful in the role, Andrew believes it’s his experience as a Relationship Manager, communicating IT-related content to non-IT professionals, that has best prepared him to be an AbilityNet Tech Volunteer.  

Andrew shared his insights with us; both about digital exclusion across South Wales, and how digital support is helping to reduce this.  

Digital exclusion in Wales  

To be digitally excluded means that a person, or group of people, are unable to get online. This is usually through some or all of the following components: 

• No access to the internet, for example due to poor internet connection or if someone cannot afford the cost of broadband or mobile data 
• Unable to afford to access a suitable device 
• Lack of confidence or skills to get online safely 

As a volunteer visiting people who need tech support across South Wales, Andrew has seen first-hand the impact of digital exclusion. He said there is a “great need” across Wales for digital inclusion support. He noted the importance of encouraging local politicians to take the need more seriously.  

Reliance on charitable services 

Carers and social workers who support residents have found out about AbilityNet’s services through local outreach events, but Andrew says residents struggle to get help from their local councils first. Meaning services, like AbilityNet’s tech support, are heavily relied on in the area.  

This reliance has led to challenges for Andrew as both a Tech Volunteer and Coordinator: 

“Unfortunately, we can’t get to everyone. It’s difficult knowing people will have to wait a long time or have an interaction in a way they don’t want (for example, remotely, online, instead of in person). You can see the cuts, but can’t put the plaster on them,” he says. 

Andrew believes that services like AbilityNet’s free digital support, and an importance placed on policy, are key to reducing digital exclusion. 

Reflecting on a visit to the Welsh Assembly, Andrew noted: how you can highlight this importance to Assembly Members through their own experiences. For example, perhaps they have an older family member who has been scammed online.   

“Policy is so important. You realise how much of a difference that can make,” says Andrew. 

Free webinar: Simple tech tips for hearing loss

Providing valuable digital support 

AbilityNet’s Tech Volunteers and our Helpline team provide digital device support both remotely and in person, although as Andrew pointed out to us, “a lot of the people we talk to do not want to have remote fixes – a lot are very dubious to do that as that’s what bad people do (for example, digital scammers).”  

Despite these challenges, Andrew, and the other volunteers he works alongside, support a huge range of individuals to better use tech.  

When asked what volunteering meant to him, Andrew’s first response was “rewarding”. He then went on to recount some of the times he has helped people use their tech.  

One he particularly remembers was an older lady who was partially blind and deaf, who was writing a novel. Andrew’s support meant she could continue to work on her novel on her laptop, without tech issues.  

Upgrading and evolving technology 

One area Andrew says clients often need support with, is finding the right tech. For example, Andrew supported an academic whose Parkinson’s was impacting his ability to write. Andrew helped him find and set up a specialised keyboard that meant he could type without his shaking impacting the results.  

“Only half the problem is that people’s tech not working -the other half is finding the right tech for people in the first place. Being a volunteer is a very varied role.” 

Andrew supports group sessions (as well as one to one individual guidance), which means reaching out to community groups. These groups often have a relaxed agenda, which enables the attendees to raise their own queries and tech problems  

“You have a huge impact in such a short time, and they all take something away from it,” Andrew enthuses 

Contact AbilityNet if you are disabled or a senior citizen and need support with your digital devices - call our helpline on 0300 180 0028 or request help from an AbilityNet volunteer.

Could you join AbilityNet as a volunteer?

We're always on the look out for volunteers so if you'd like to get involved like Andrew, please get in contact:

Find out more about volunteering
 

We look forward to hearing from you!

Further resources

• Free Digital Skills training for older and disabled people via AbilityNet
• Book digital inclusion training for your teams
• Support AbilityNet with fundraising at your organisation
• Find out about practical tips to shield yourself from scams
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