Digital Inclusion Coordinator
Role Title: Digital Inclusion Coordinator
Reports to: Communities Team Leader
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
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
* 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.
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