Digital Inclusion Coordinator in Harlow

Role Title

Digital Inclusion Coordinator

Reports to

Communities Team Leader

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)

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.

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 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.