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

Age UK Camden has developed a range of computer training services to enable people over 50 to enjoy the benefits of computers and the internet.

Their ‘Beginners Guide to Computers’ training course aims to help people who are over 50 to learn the basics of using a computer, the internet, and email. Age UK Camden provides more advanced courses to enable older people to become even more adept at using Information and Communication Technology (ICT) to improve their quality of life.

For those individuals who complete the beginner course and don’t own a computer or have access to the internet, Age UK Camden provides drop-in sessions. These sessions provide this target group with access to ICT and also an opportunity to receive further technical advice.

Training classes are purposefully kept small to ensure participants receive plenty of individual attention. None of the classes for beginners will have more than eight learners. Age UK Camden seeks to have a ratio of one volunteer for every two learners. Each volunteer will have a learner at their left and right hand side that they can tutor. Volunteers accommodate for people with additional learning needs, or those who may be nervous, to create a supportive and user friendly environment.

Age UK Camden is able to provide sessions for six different groups each week, three of which take place at libraries in West Hampstead, Highgate, Kilburn, which ensures that they are spread geographically across the borough and that all older people have nearby access. The three remaining classes take place at the Age UK head office in Tavistock Square in central London, which is well served by public transport.

Advanced Classes
Age UK Camden also provides more advanced weekly classes on:

• Accessing Public Services Online (recently renamed as Save Time and Money Online') – this has been the most popular
• Beginners Guide to Digital Photography
• Beginners Guide to Skype
• Beginners Guide to Social Networking Online.

Drop-in sessions
The drop-in 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 who 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 suggest individuals who can gain from accessing these services. 

Volunteer team
To help its staff member who runs the sessions, Age UK Camden has built up a team of volunteers, currently numbering 20. The robust recruitment process for these volunteers involves prospective volunteers filling out an application form, providing references, attending an interview, and shadowing 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 are 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 for both Microsoft 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!’, just like when starting a hobby. However, in the past four years, people have more often accessed the training as a necessity, often because they have tried to access a service but couldn’t because it could only be accessed, or was much cheaper online. Furthermore, the ways in which families now communicate often requires greater computer literacy.

Such factors have made older people more aware that they should develop ICT skills and keen to take up opportunities to do so. Consequently, during the past three years, the training has been accessed by an increasing proportion of over 75 year-olds. 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 people queuing 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 still do not have computers at home.

The experience of users of this service: Here is an example of the impact that the computer training course has for elderly people: “I had never used a computer, and I wanted to learn so as to be able to buy online tickets for railways at cheaper prices, also for general bills and information. I also wanted to know how to use email. The course has given me the confidence to use computers and other new technology. My overall experience was positive, I got everything I wanted out of the course and more” - Joyce
    
The benefits which volunteers accrue: “Nine years ago I retired having run my own business for 15 years. When I did so, I decided to offer my skills to various charities. I volunteer as an IT tutor at Age UK Camden to keep me active both physically and mentally. I also wish to put something back into the community and use my skills for the benefit of others. I meet a wide range of people and deal with a wide range of problems or questions from users, which I find enjoyable as well as feeling I am doing something worthwhile. It also makes me keep up to date with new ICT issues and enables me to pass on my skills to others.” - Alan

What the training means for Age UK Camden: "We strive to make sure that we are able to save our learners from digital exclusion and isolation. We teach our learners how to make the best use of internet so that they are able to access public services, find information on almost any subject – internet shopping, booking travel and staying in touch with family and friends. Using email to keep in touch with family, friends and colleagues and word processing for creative purposes like typing letters and creating documents."

What Camden Council think of the service: There is good partnership working between Camden Council and Age UK Camden to recruit learners and plan provision. The learners are a fair representation of target groups in terms of age, gender and skill level. Learners have reported that the training is very effective in meeting their needs and helping them overcome their fears about attending a computer class.

* There are 170 registered drop-in users, with about 30 visits weekly. About 90+ learners access the short courses each year. There are no set figures for Lesbian, Gay, Bisexual and Transgender (LGBT) users but the Tuesday afternoon classes and Thursday drop-ins are LGBT friendly.

Evidence from completion/achievement records shows that a very high proportion of learners achieve their learning goals despite having a high ratio of disabilities.

The project has also received an Ofsted grading, which certifies the high quality of teaching provided on the course.

Quality:
The project is constantly reviewing areas of best practice and there are regular reviews of its quality improvement plan. There are short-notice Ofsted inspections and regular observations of teaching and learning. Feedback from tutors based on the Observation of Training and Learning (OTL) scheme indicates that the classes provide a particularly supportive environment which is effective in building learners' confidence and self-esteem.  In every class a small team of volunteers is available to support learners, one-to-one if needed. Tutors' OTL reports and learners' Individual Learning Plans (ILPs) demonstrate how learners' progress is measured and communicated.

Project Structure: 
The staffing model was historically based on a one-person project. To reflect the changing needs of the project the management of Age UK Camden split the role to allow improved teaching focus. There is now a Computer Training Tutor (21 hours a week), supported by a 14-hour a week course administrator. The additional administrative support frees up our tutor to focus on Individual Learning Plans and delivery of one-off short courses.

Flexible learning model:
The specific needs of the learners means that Age UK Camden has to ensure flexibility e.g. by ensuring that staff absences caused by illness or care responsibilities etc. don't end learner contact. Staff work with learners in a flexible way to ensure they complete the 10-week course. This rationale is evidenced to all funders and reflects that the standard adult community learning template and normal attendance model does not work with the needs of the learners on this programme.

Drop-in sessions:
We provide added value via our drop-in service (four sessions per week) – learners who attend our drop-in sessions have usually completed the short course but have no PC at home. The drop-in sessions provide an extra value service for those financially unable to purchase ICT equipment.

Short courses:
The need for speciality subjects is met via short courses such as digital photography, Skype, social networking, and smart phones.

Progression routes:
The next steps which learners can take are discussed with them in an 'end of learning' review session.