Digital Inclusion lead Coordinator in London

Age UK Westminster is seeking a Digital Inclusion Lead Coordinator to work with the Wellbeing Services Manager on the delivery of its Digital Inclusion service, supporting older people and those experiencing social isolation to develop the confidence, skills and access needed to participate fully in the digital world.

The service supports vulnerable older adults, including people living with dementia, through one‑to‑one coaching, group sessions, equipment loans, and community‑based support.

The postholder will work closely with team colleagues, coordinating service delivery across Westminster, ensuring high‑quality, person‑centred support for clients, while overseeing volunteers who contribute to the project.

The role will involve working closely with internal teams, external partners, and commissioners to ensure the service achieves its outcomes and demonstrates impact through effective monitoring and reporting.

• Main Responsibilities
• Manage a caseload of clients, including people living with dementia and complex needs.
• Deliver one‑to‑one digital coaching and support.
• Facilitate digital inclusion group sessions.
• Provide device setup, troubleshooting and digital skills training.
• Coordinate referrals to internal and external services.
• Recruit, induct, train, support and supervise volunteers contributing to the project.
• Coordinate volunteer assignments and monitor volunteer performance and wellbeing.
• Ensure volunteers comply with safeguarding, confidentiality and organisational policies.
• Maintain accurate client and volunteer records.
• Produce quarterly monitoring and impact reports for Commissioners and internal management use.
• Monitor service outcomes, analyse performance data and identify improvements.
• Attend relevant stakeholder, partner and project meetings.
• Develop positive relationships with commissioners, partners and community organisations.
• Ensure compliance with organisational policies and procedures.
• Service Delivery
• Manage and maintain a caseload of clients, including those living with dementia and complex needs, using a holistic and person‑centred approach.
• Deliver one‑to‑one digital coaching sessions in clients' homes, community settings, and remotely where appropriate.

• Support clients to develop practical digital skills, including

• Email and online communication
• Video calling and social networking
• Online shopping and banking awareness
• Accessing NHS digital services and health applications
• Internet browsing and online safety
• Provide troubleshooting, technical support, and guidance on the use of smartphones, tablets, laptops, and associated technologies.
• Support service users with selecting, setting up, and using devices, Wi‑Fi connections, and digital loan equipment.
• Facilitate and support group‑based digital inclusion sessions across Westminster.
• Ensure service users are referred to and access appropriate internal and external services where needed.
• Volunteer Coordination
• Recruit, induct, train, support and supervise volunteers involved in the Digital Inclusion project.
• Coordinate volunteer assignments and ensure effective matching of volunteers with clients and activities.
• Monitor volunteer performance and wellbeing, providing regular guidance, supervision and development opportunities.
• Ensure volunteers comply with organisational policies, safeguarding requirements, confidentiality standards and service procedures.
• Promote volunteer engagement and recognise volunteer contributions to the success of the project.
• Monitoring, Evaluation and Reporting
• Maintain accurate and timely records of all client interactions, volunteer activity, outputs and outcomes on organisational databases.
• Monitor service performance against agreed targets and key performance indicators.
• Produce comprehensive quarterly monitoring and impact reports for commissioners and internal management purposes, highlighting achievements, outcomes, challenges, case studies and recommendations.
• Gather and analyse service‑user feedback and outcome data to demonstrate service effectiveness and inform service improvements.
• Attend internal and external meetings relating to service delivery, monitoring and partnership development.
• Partnership Working
• Work collaboratively with Age UK Westminster teams, NHS partners, voluntary sector organisations and community groups.
• Promote Digital Inclusion services across Westminster and support outreach and engagement activities.
• Develop and maintain positive relationships with stakeholders, commissioners and referral partners.
• General Responsibilities
• Ensure all administration, reporting and documentation are completed accurately and within required timescales.
• Maintain confidentiality and comply with GDPR, safeguarding, health and safety, equality and organisational policies.
• Support organisational events, community activities and service development initiatives as required.
• Undertake any training necessary for the effective delivery of the role.
• Carry out any other duties reasonably required within the scope and level of the position.
• Additional Lead Responsibilities
• Contribute to strategic planning and development of Digital Inclusion activities.
• Identify opportunities to expand service reach, volunteer involvement and community engagement.

Responsibilities of the Charity

• Line Management & Support from the Wellbeing Manager; additional support from Head of Services/ CEO
• Induction training and briefing
• Database training
• Regular briefing/update meetings and emails
• Provision of materials where appropriate
• Regular line management supervision and support from your supervisor and team members
• The opportunity to participate in team meetings
• Internal relevant to your role and to other areas of personal and professional development

Benefits

• Basic Health Plan Scheme
• Access to a health plan that helps towards the cost of everyday healthcare expenses, such as dental treatment, optical care, physiotherapy, and other eligible health services.
• Blue Light Card
• Eligibility to apply for a Blue Light Card, providing access to discounts at a wide range of national retailers, restaurants, travel providers, and leisure attractions.
• Ongoing training and professional development opportunities.
• Regular management support and supervision.
• Opportunity to make a meaningful difference in the lives of older people and those experiencing digital exclusion.
• Collaborative and supportive team environment.

Person Specification

• An understanding of Digital Exclusion and the impact it has on older people
• Ability to prioritise and manage workload
• Ability to assimilate and understand information by listening, reading and use of the telephone
• Willing to work to guidelines and standards and to take a flexible approach to work
• Ability to listen to others and to explain things clearly without jargon or being patronising
• Awareness of discriminatory practices and equal opportunity issues.
• Ability to work alone or as part of a team
• Strong communication skills (written and verbal)
• To develop and work with other and agencies; and to seek and offer support
• Willingness and interest in learning, to attend training, meetings and other community events
• Competent use of MS Office (Word, Power Point, excel and email), social media, zoom, MS Teams and other tools.
• Patient, tolerant and someone who enjoys supporting people to learn new skills.
• An understanding of issues effecting older people
• Able to reflect on own performance
• Be flexible and travel within City of Westminster and Royal Borough of Kensington and Chelsea
• Experience of managing and supporting staff or volunteers

Desirable

• One year experience working within the charity sector
• Mental Health and Wellbeing awareness
• First Aid Training
• Experience in designing and managing basic training materials
• Ability to speak languages other than English
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