Digital inclusion: How Age UK Camden helps older people to connect

Drop-in sessions

The sessions typically last three hours and are available from Monday to Thursday. They are open for older people with computer skills who do not have their own computer, and individuals who have completed the beginner’s course but who want to continue their learning in a supported environment.

Furthermore, lesbian, gay, bisexual, and transgender (LGBT) community specific classes and drop in sessions are held each Tuesday and Thursday. Each session lasts for an hour and a half.

Enrolment  

Services are open to anyone over 50 years of age and lives in Camden. Local residents who fall in this age group can book a place on the training courses by calling the Computer Training Coordinator. Additionally, a large number of people are also enrolled after being referred to the course by local libraries and family members. Also, the project has linked up with social care services providers in the borough, who will suggest individuals who can gain from accessing these services. 

Volunteer team

To help the one. Age UK Camden, staff member run the sessions Age UK Camden has built up a team of volunteers. Currently the team is made up of 20 volunteers. Age UK Camden has a robust recruitment process for these volunteers. Prospective volunteers have to fill out an application form, provide references, attend an interview, and shadow a class. This final stage enables the course manager to observe the individual’s ability to interact with participants. It is vital that volunteers are able to build a rapport with the elderly people and convey technical information in a user friendly manner. Often when participants come for the first time they will be nervous and sceptical, so if a volunteer is able to create a jovial atmosphere they will feel more comfortable. In contrast to the traditional stereotype of volunteers as the elderly retired, volunteers come from all ages, backgrounds and different types of professions. Many of the volunteers have worked to help provide this service for many years. As a result, the team has a strong wealth of knowledge and is able to cater people for both Microsoft Windows and Apple users.

Changing motivations and increasing demand

Age UK Camden has noticed an evolution in the motivations that trigger people to access its training since the service was first launched. During the initial six years people became involved because they would think ‘oh that looks interesting, I’ll give it a go!’ like they were starting a hobby. However, in the past four years, people  accessed the training as a necessity. This will often be because the person will have tried to access a service but can’t because it can only be done, or is much cheaper, online.  Furthermore, the ways in which families now communicate now requires greater computer literacy. These factors have made older people more aware that they should develop ICT skills and keen to take up opportunities to do so. During the past three years, this has meant that Age UK Camden computer services have been accessed by an increasing proportion of people that are over 75 years old.

This level of demand means that all of the computer services that Age UK provides currently operate at full capacity. Drop in sessions, in particular, often have individuals that queue for the opportunity to use a computer or tablet. This high level of take up highlights a strong level of need and the fact that many elderly people do not have computers at home.

Partnering with the local authority

The project is part funded by the London Borough of Camden’s Adult Community Learning department. This funding covers a third of the cost of the courses. The Adult Community Learning team set out clear targets for the minimum number of participants for the training course to reach. For example, the target for the year 2012/13 is 180 learners.

Frankie Hine-Hughes wrote this case study for Governance International on 29 March 2013.