Digital Inclusion Coordinator

Job Introduction

Role Title: Digital Inclusion Coordinator

Reports to: Communities Team Leader
Responsible for: Delivering service & supervising volunteers
Location: Based at home, in the community, and visiting clients across the Basildon and Brentwood districts.

Hours: 25 hours per week (Wednesday must be a working day)

Contract period: To July 2026

Age Well East is a values-driven organisation with a passion for making the greatest difference to people by supporting and empowering them to live happier and healthier lives. 

Our Vision 

To be the go-to place for people to feel connected, informed and included as they grow older. 

Our Values 

• Trust 

• Excellence 

• Community 

We have gone through significant growth since 2017 and provide a wide range of high-quality services across Essex. Each year we support thousands of people through advice and information; befriending; emotional support services; and friendship groups and activities. Our long-term ambition is to continue to grow so that we can make a difference to lives of people across Essex by continuing to develop our services and look for new areas of innovation. 

What do we offer? 

Age Well East is growing our reach and activity because of the high demand for support. It is an exciting time to be a part of what we are doing, and this opportunity is about genuinely making a big difference to people. We take great pride in what we do, who we help and how we transform lives. 

Benefits include: 

• 24 days annual leave, plus bank holidays, plus a birthday day and closure between Christmas and New Year (all leave is pro-rated accordingly for part-time) 
• 5% Employer Pension Contribution 
• Health Assured health package 
• Death in Service Benefit
• Virtual GP Service

Role Purpose:

To support the set-up and delivery of the Digital Friends digital inclusion service, which provides support to homebound clients to help them build confidence and skills in using digital technology.

Key Accountabilities & Activities

Service Delivery

• Assist in the setup and delivery of the digital inclusion service.
• Contribute to the development and refinement of service processes and workflows.
• Work with internal services and external partners to generate referrals into the service.
• Conduct initial client assessments, including digital skill levels and home visit risk assessments.
• Deliver digital skills training to clients when volunteers are unavailable, using Learn My Way and other tools.
• Recruit, induct, and support volunteers engaged in service delivery.
• Match clients and volunteers based on location, skills, and availability.
• Support volunteers to maintain appropriate, positive, and professional client relationships.
• Provide volunteers with regular feedback, guidance, and skills development.
• Lead and deliver a weekly online digital skills practice session for clients.
• Maintain accurate records on Salesforce CRM, adhering to the Data Protection Act (2018).
• Build knowledge of digital inclusion initiatives and services across Essex.
• Foster relationships with other digital providers and stakeholders, including Digital Essex and voluntary/statutory agencies.
• Promote the service through community engagement and relevant events.
• Collaborate with the Communications Team to develop promotional materials and campaigns.
• Undertake any other reasonable tasks as requested by the Operations Manager.

Monitoring & Evaluation

• Ensure timely and accurate monitoring and evaluation reporting.
• Collect client feedback, case studies, and supporting information for project reports.

Financial Management

• Keep accurate records of relevant expenditure.
• Adhere to all organisational financial policies and procedures.

Health, Safety & Risk Management

• Comply with all Health and Safety policies and procedures.
• Ensure that volunteers and clients are supported in a safe and secure environment.
• Identify and mitigate risks related to service delivery, especially during home visits.

Other Duties

• Stay up to date with and follow operational policies, including Safeguarding, Lone Working, Confidentiality, and GDPR.
• Actively promote equality, inclusion, and diversity in all aspects of the role.
• Share information and updates with colleagues across the organisation.
• Take ownership of personal development and seek relevant training opportunities.
• Work flexibly to support wider organisational priorities when required.

Person Specification

Essential Criteria

• Excellent communication and interpersonal skills.
• Strong IT skills, including Microsoft Word, Excel, Outlook, PowerPoint, and Teams.
• High level of accuracy and attention to detail in record keeping.
• Ability to develop strong partnerships and community networks.
• Ability to work independently and collaboratively as part of a team.
• A proactive, solutions-focused, and can-do attitude.
• Understanding of confidentiality and GDPR requirements.
• Willingness to adapt working hours to meet the needs of the service.
• Full UK driving licence, business insurance, and access to a vehicle for work purposes.

Desirable Criteria

• Experience of working with and managing volunteers.
• Proven ability to deliver volunteer inductions and training.
• Experience in coordinating or delivering digital inclusion or similar community-based services.
• Experience in managing safeguarding issues (with appropriate supervision).
• Experience using Salesforce or other CRM systems.