Digital Inclusion Coordinator

Job Introduction

Role Title: Digital Inclusion Coordinator

Reports to: Communities Team Leader 

Responsible for: Supervising volunteers 

Location: Home-based with travel across Essex (focus on West Essex: Uttlesford, Harlow & Epping Forest) 

Hours: 20 hours per week (Wednesday must be a working day)

Salary: £13,081.45 per year (£24,528 pro rata)

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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.

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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.

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Person Specification

Essential Criteria

· Excellent communication and interpersonal skills.

· Strong IT and online 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.

We reserve the right to close the vacancy early if a suitable candidate is identified.