Connecting 100 people experiencing homelessness to the digital world - getdigitalscotland.org
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Connecting 100
people experiencing
homelessness to
the digital world
a d in g on
Le n
Inc l us io
Funded by The Scottish Government
digit al scotl and.org
get
We have seen such profound, life changing Executive summary 1
outcomes for the people participating in Get
1 Context 2
Connected 100.
Digital inclusion is a pathway to inclusion 2
Staff have been completely blown away with
how digital inclusion can be such a powerful 2 Who we are 5
Laura*
lever for enabling all other types of inclusion.
It not only enables people to recover from About Get Digital Scotland 5
homelessness, but also allows them to do
Our Get Digital Approach 7
things that help them thrive. All of this is
within the context of a pandemic. About Get Connected 8
I am so humbled by all of the work the people What we did 8
we support have done to embrace new things
and new learning. None of this would have been How we made a difference:
Al l a n possible without the Scottish Government’s Life changing impacts 11
*
support of our Get Digital Scotland programme, Interconnected model enabling
and our amazing Get Digital Partners. powerful impacts 13
We are so proud of what we’ve been able to How people used their device & data 14
achieve with and alongside the people who
use our services over the past four years. How lives were changed and impacted 16
There is so much more to do, and we look 3 What is needed? What is next? 21
forward to continuing to grow our partnerships
Michelle*
and projects so that more people can benefit Make it right. Make it easy. Make it happen 22
from the digital world. Thank you 23
Lorraine McGrath CEO, Simon Community Scotland
Protecting Identities
Contents
All photographs, quotes and stories in this
report are from genuine participants and digital
champions in the project. We have changed the
Mar tin* names of people to protect their identities and the
photographs of participants are not necessarily
associated with adjacent stories and quotes.
3 Get Digital Scotland | Get Connected 100 getdigitalscotland.org
Executive summary “The best thing from the Get
Connected 100 project was Learning
that I got accepted for college.” The project has been a catalyst for learning, education
and self development. In addition to learning digital skills,
Simon Community Scotland’s Get Digital Scotland Programme has Supported person
many participants accessed formal education at college,
been delivering the Get Connected 100 project throughout Scotland. started learning languages or developing other living skills
– such as learning to cook healthy meals for their child.
People were fully engaged in the project – everyone was
%
Starting in April 2021, with funding from
the Scottish Government, we provided 100
“It’s been a lifeline”
This is the phrase we have heard over and over again
91
felt mo
re
92%
felt inspired
committed to ‘having a go’ and challenging themselves
to learn new things.
people experiencing homelessness with: d e n t with to
from people participating in Get Connected 100. confi learn more
A digital device Below we introduce the project and highlight some digital
“It is a great way to help
Unlimited connectivity key ways in which people’s lives have been improved.
people with independent
Support from a trained Digital Champion living and helping them to
A learning framework of digital skills More engagement in support do more for themselves.”
We did this to address digital exclusion and ensure that and more autonomy Digital Champion in Edinburgh
people could get the support they needed – especially Staff reported a huge increase in people engaging in support when
during a global pandemic. Get Connected 100 built on they needed it while simultaneously benefiting from increased
and expanded an earlier pilot project delivered during independence. Through this project, people using our services have
85%
2020. By providing people with digital equipment, data been contacting staff more frequently and have also been self-initiating
and support, and gathering learning from this project, contact with other support agencies. Additionally, service users spoke
this work is helping to inform the delivery of the about enjoying increased levels of autonomy and independence through
national Ending Homelessness Together Action Plan. increa sed
doing things for themselves – reducing dependency on support services
communication
and gaining confidence in being online.
We are extremely proud to present exciting new between me an
d
evidence in this report, demonstrating the the person
overwhelmingly positive impact and profound life I suppor t
changing outcomes achieved in the Get Connected
100 project.
“Being able to listen to music again
and having more variety of things
to watch has made a positive Mental health and wellbeing
impact on my mental health.” All the benefits that come with digital inclusion have
led to improved mental health and wellbeing for many
% Supported person
96
participants. This has been made possible through being
more connected to others (both loved ones and support
services); being able to access resources; by feeling
le used
of p e o p empowered and able to pursue personal ambitions – like
ools to
digital t
96%
eople apply for college – as well as enjoy leisure time and take
t with p
c o nn e c ns up new hobbies. Recovering from homelessness is far
anisatio
a nd or g more than simply having a safe place to stay and through
said it impro Get Connected 100 people have been making amazing
ved
qualit y of lif strides in their own healing and recovery.
e
“There have been so many positives –
people having better contact with their “I have freedom to be able
Getting connected to maintain communication
People participating in the Get Connected 100
family/friends, being able to access More freedom and peace of mind with family.”
project have been using all kinds of digital tools, things they enjoy such as TV shows and Having a personal device and unlimited data has given people peace
Apps and websites to connect with friends and movies or games, being able to access of mind to use whatever digital tools they like, whenever they like. Supported Person in Perth
family, reach support networks, access government recovery meetings and groups, accessing No longer did they need to sit on a bus to access WiFi or visit a library
services, manage personal finances (including their apps for exercise and meditation to access a computer. No longer did they worry about running out
benefits) and much more. purposes.” of data. No longer did they need to choose between a video call with
a close family member when they are feeling isolated and lonely, or
Digital Champion in Glasgow a video call with their doctor when they are sick – they can do both,
along with everything else.
1| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
How Get Connected 100 was possible What people participating said
Get Digital Scotland has been leading the way in digital “It was really helpful having a Digital Champion
inclusion within Scotland’s homelessness sector since setting up the device and explaining what
96% 91% 92% 99%
2017. Everything, from our framework to training and applications were most relevant for what I wanted
the development of resources is informed by the lived
experience of the people we support. We have formed
‘Get Digital’ partnerships with key homelessness
to achieve.” Supported person in Aberdeen
The support from staff has been amazing and how
they explained everything step by step. I know I have
positively
affected
increased
their use of
place more value
on connecting
94 %
will continue
found Digital
Champion support
service providers throughout Scotland. All our partners to use digital
more to learn and it will take time but I am excited. my life digital tools to the internet helpful
have a full understanding of the complexity of the
This project has my best intentions and capabilities
issues faced by people experiencing homelessness
at heart.” Supported Person in Edinburgh
and are able to integrate our Get Digital tools and
approaches into their services. Together we have 99% found Digital Champion support helpful
gained a wealth of experience, knowledge and expertise
around digital inclusion.
Digital inclusion is an essential “Absolutely buzzing! I am young and
“The best thing about this
and fundamental aspect of enjoy socialising and this now allows me
Relationships are key project?... Everything.”
The pre-existing relationship between the supported
recovery from homelessness to enjoy all the things I have missed for
To maximise the impact of digital inclusion, we a long time. I feel more connected to Supported person in Ayrshire / Aberdeen
person and the frontline worker within a homelessness
organisation is absolutely critical to providing must build on our collective knowledge so we other people and to the world as a whole.”
successful digital inclusion support. All staff working can integrate it fully into homelessness service
Supported person in Fife
on this project were trained as Digital Champions, provision. The evidence in this report reveals that
but equally important is having a relationship with the when people experiencing homelessness and other
person receiving a digital device. Support provision forms of exclusion are digitally included using the
fosters trust, confidence and rapport. This makes our Get Connected Model (device, data, support from
Digital Champions the ideal people to nurture digital a trained Digital Champion based around a learning
skills learning and delivering person-centred support. framework), they have a pathway to many other
types of inclusion – including health, social, financial,
Bridge the divide: Make it easy.
educational, democratic and cultural inclusion.
This is critical in helping people to recover from
Make it right. Make it happen.
homelessness and thrive.
The increased digitisation of society creates an With modest investment and building on experience
embedded bias. It exacerbates a structural inequality of what works, we can easily change this picture.
which provides more advantages and opportunities Building on learning from the past four years, Get
for those people with homes, education and Digital Scotland has demonstrated that giving
employment, while further marginalizing and placing people the right tools and support to get online is
at a further disadvantage those in need of support. life changing for people experiencing homelessness.
If we deny people experiencing homelessness the
right to participate in the digital space, we are As evidenced by this project, using our Get
denying them the basic right to be part of society, Connected Model and working in partnership with
further contributing to their exclusion. key homelessness service providers throughout
Scotland, we have a solution that works for people.
In this project we have connected 100 people Together we can make things right.
experiencing homelessness to the digital world.
These 100 people have been given the opportunity
to access all digital spaces within society including
social, health, financial, education, housing,
public services and much more. It has given
them a pathway back into society and supports
recovery from homelessness. However, this is
less than 1% of people in Scotland estimated
to be part of our homelessness systems. There
are estimated to be 14,000 people living in some
form of temporary accommodation right now!
2| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
Digital inclusion is a
The Importance of Digital pathway to inclusion
Inclusion and how Get Homelessness and Digital is the pathway to
Digital Scotland helps exclusion (figure 1) inclusion and recovery from
People who experience homelessness typically face homelessness (figure 2)
many types of exclusion in society. Their situation
When people are included in all aspects of society,
makes it harder to participate in different domains
they have a greater chance of recovery from
including social, financial, health, educational,
homelessness. Digital is the pathway to inclusion.
democratic and cultural life. This prevents people
When people can connect to the digital world, it
from getting the support they need to get things
opens up a whole world of opportunities.
done. It also means it can be much harder for people
to connect with friends and family, find out useful
information, access services, manage their lives and
make positive changes. Denying people experiencing
homelessness the ability to participate in our digital
spaces, denies them the basic right to be part of
society and further contributes to their exclusion.
Figure 1
Digital exclusion
Cultural exclusion Social exclusion
Exclusion from
Homelessness
Context
Health exclusion
public services
Education exclusion Financial exclusion
Democratic exclusion
Figure 2
Digital inclusion
Cultural inclusion Social inclusion
Inclusion from Pathway
Health inclusion
public services to inclusion
Education inclusion Financial inclusion
Democratic inclusion
3| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
Overcoming barriers to digital inclusion Comparing internet access
There has been a huge increase in the digitisation of society. This is
further exacerbating a recognised structural inequality: providing more
advantages and opportunities for those people with homes, education and
employment, while making things even harder for people needing support. General Population* People experiencing homelessness*
To enable effective digital inclusion, it is important to address known
barriers. People facing homelessness typically face at least one, but
often many, of the five barriers below that stop them from accessing
1/20 13/20
the digital world. These are:
people don’t have access people don’t have access
to the internet at home to a connected device.
Devices Connectivity Digital skills
Very few people have their Accessing the internet can There are particular skills
own device (phone, tablet, also be really challenging for navigating the digital
computer). This means they given the cost of accessing world – many people
can only access the digital data. People experiencing experiencing homelessness
world through other people’s homelessness in Scotland do not have these skills.
devices (friends, partner, often need to sit on a bus This can stop people from
etc.), or in libraries or other (to access the free WiFi) using apps, websites and
public spaces. or go to a café or library. tools to get things done.
*Also typically have a home *Also typically don’t have a place to call home
Source: OfCom Report – 2021 Source: Get Connected 100 Participant Survey
Motivation Confidence
Lots of people who are and trust
digitally excluded are
Many people experiencing
unaware of the benefits and
homelessness do not feel
the potential of connecting
confident in their own
to the online world. This
abilities to use the internet,
often leads to a lack of
or are worried about the
interest and motivation
systems and digital spaces
to get online.
they are expected to use.
4| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
About Get Digital Scotland
Simon Community Scotland has been leading the way in digital
inclusion in Scotland’s homelessness sector since March 2018. We
want people affected by or working in homelessness to experience
an improved quality of life by benefiting from the digital world.
Through our national Get Digital Scotland programme
we have been embedding an innovative approach that
Working across Scotland
To reach more people, Get Digital Scotland builds
About Get Digital integrates digital inclusion into the core of service
delivery. By drawing on the insights of people who have
partnerships with key homelessness service providers
across Scotland. With our support, tools and approach,
Scotland and the Get
lived experience of homelessness, we have been able
these providers are able to integrate effective digital
to develop an approach that is relevant, accessible and
inclusion within their services. We are currently
useful to the people we support.
Connected 100 project supporting seven specialist homelessness service
providers working in different parts of the country
including Glasgow, Edinburgh, Perth, Aberdeen, Dundee,
Fife and Ayrshire.
Leading and learning
For over four years we have been developing and
Make it easy. refining our Get Digital approach. We draw on
Make it right.
sector knowledge (both in homelessness and
digital developments) to build on and contribute to
Make it happen. available evidence for what works best for people.
We are finding three factors are essential to enabling
digital inclusion for those who are familiar with the
challenges of homelessness:
Who we are
5| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
Enabling digital inclusion
1 2 3
As we have learned more about Digital inclusion helps to maximise
the power of digital inclusion for inclusion across such a wide range
Make it Have a plan Keep it enabling life changing benefits to of domains. It directly contributes
personal for learning flexible people, we remain committed to to people’s individual wellbeing.
Tailored, personal, ongoing support A structured framework for A responsive and flexible stance building on and sharing our learning. Building on the experience of Get
from trained Digital Champions learning and skill development informing every aspect of the In this way many more people can Digital Scotland, digital and other
– not one-off, generic “courses”. that is adapted to current needs, programme – from strategic have increased confidence, feel forms of inclusion can become a
context and goals. decisions to how we initiate connected to loved ones and reality for more people in Scotland.
pilots to address arising needs, access wider support, contribute
to democratic processes, feel This work would not be possible
through to Digital Champions
empowered and more skilled in without the support and funding of
adapting the support they
relation to seeking employment the Scottish Government, expertise
provide to each individual.
or training opportunities, access from our friends at Mhor Collective
health support and services and our Get Digital Partners across
more easily and enjoy leisure Scotland.
and entertainment online.
As of June 2021, we have trained
over 250 Digital Champions
(and counting!) who are supporting
people across Scotland
Our journey so far
Development of the Get
Digital skills framework
First Digital Drop In and Secured Scottish Government
Research Project with our funding to create a National
Digital Inclusion Programme for New Get Digital
friends People Know How Get Digital Scotland launch
Scotland’s Homelessness Sector First Get Digital partners – Frontline
and training of first cohort partners onboard Fife/Seascape
of Digital Champions Get Connected pilot funded
– CATH/TPS Perth by Simon Community Scotland
Consultation with
people experiencing Get Connected
Created ‘The Digital Digital inclusion
homelessness and New Get Digital 100 Project
Zone’ within the integrated within
Streetwork’s Holyrood frontline staff partners – Transform/
Simon Community
Hub, Edinburgh Aberdeen Cyrenians
Scotland services
2017 2018 2019 2020 2021
6| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
Our Get Digital Approach Adaptable frameworks
Digital skills development is most effective when it is fully integrated
The key to our approach is ensuring all our Digital Champions have a ‘digital skills
into social care support. The existing and ongoing support relationship framework’ to provide structured support and learning. This helps focus attention
between frontline Support Workers and the people they support to the most relevant goals and digital skills which are chosen by the supported
person. Below is an overview of two key frameworks we have developed and
means that they are best placed to help people get online. Our shows the scope for further adapting and developing these tools as needed.
approach is based around helping homelessness service providers
to integrate digital inclusion within their services.
Tools Training Integration FOUNDATION
We provide tools for We train, resource and We give organisations advice Get Digital skills framework
structured assessment and support Digital Champions and support for integrating COMMUNICATION
monitoring of digital skills – frontline staff and Get Digital systems and Get Digital Scotland developed a Skills Framework in 2018
designed to be useful to people who have experience of
using a purpose-designed volunteers who give tailored processes within their
homelessness. Our starting point was the “Essential Digital
HANDLING CONTENT
skills framework and other support to people using our services, setting up Digital
tailored tools (see below). services as part of their Zones and Digital Drop-in Skills Framework” which was launched in May 2018 by AND INFORMATION
existing support. sessions. a range of national and international bodies.
TRANSACTING
Through extensive consultation with the people we support,
frontline staff and volunteers, we identified 20 digital skills
people need to get online and get things done. Our “Get Digital PROBLEM SOLVING
Digital Champions Finding the best ways Skills Framework” has 6 categories:
By training Digital Champions, services are better able to support digital learning BEING SAFE &
to support people with what they need within existing
Given how critical digital inclusion is to so many
LEGAL ONLINE
social care support. Additionally, staff and volunteers
other forms of inclusion, we are dedicated to delivering
increase their own digital skills and levels of digital
a range of pilots and experiments to test out ideas
inclusion.
for enhancing digital inclusion even more. This has
Training also offers space for staff to share their own included setting up a Digital Zone and Digital Drop-in
expertise and experience, as well as that of those we Sessions in a Simon Community Scotland hub, and
stand alongside. Learning and contributing to the delivering the Get Connected pilot in 2020 (more
knowledge base together ensures the Get Digital details below).
training is relevant to those working in the sector.
Quick wins framework
COMMUNICATION
Get Digital developed the Quick Wins Framework during the
UK’s first COVID-19 “lockdown” (Spring 2020). With increased
FINDING RELIABLE INFO
What Get Digital Scotland does social isolation, digital became a lifeline for everyone and
we wanted the people we support to get connected and
‘get using’ a digital device as quickly as possible. MONEY MATTERS
The four categories of the Quick Wins Framework were
developed to help people stay connected; be informed;
ENTERTAINMENT
manage their finances and make purchases; as well as LEISURE & WELLBEING
access entertainment and support their own wellbeing
ENABLING PROVIDING ROOTED IN and leisure time during the pandemic.
Access Training Person-centred
approaches
Support Resources
Flexibility
Digital skills A network
Shared learning
This was developed as part of the Get Connected
Pilot, where digital devices, unlimited data and
support was provided to 36 individuals
7| Get Digital Scotland | Get Connected 100 getdigitalscotland.org
About Get Connected
Early in 2021, the Scottish
Rapid design and implementation
Get Connected 100 was enabled and
delivered by our existing Get Digital
Government provided funding partners in different parts of the
country. It builds on the powerful
for Get Connected 100. This impacts and learning from pilot projects
Rallying our Get Digital partners
conducted to provide essential support
Scotland-wide project was designed and connection to people during the By engaging our existing Get Digital Partners
to give 100 people with experience early COVID-19 lockdown in Scotland
(May 2020). See Get Connected Pilot
throughout Scotland we could draw on our established
infrastructure of Digital Champions in order to draw
of homelessness easy and rapid report for more details. on local experience and focus on where the need
was greatest. Our Get Digital Partners were extremely
connection to the digital world. enthusiastic to get involved!
Each participant received a digital
device, unlimited data and support
from trained Digital Champions.
Aberdeen
Perth
Fife
Edinburgh
Glasgow
Ayr
Finding 100 people
Through our Get Digital partners, we advertised
the project and within just a few days received
over 100 applications, showing that the need and
demand for digital connectivity is extensive within
the homelessness population. Staff on the frontline
were very excited and quick to book a place in
the project for the people they were supporting.
What we did Darren
Vee
8| Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
Adapting the model Setting up the kit
We updated the Quick Wins Digital Skills We provided training and support for Digital Champions
framework which Digital Champions would Training Digital Champions to set up the devices for the people who needed them,
use to guide the support. Developed and delivered training on the new creating Google accounts and customising the devices
framework, building on our learning from previous with accessibility features, useful Apps and
work and from across the third sector in Scotland. bookmarked websites.
Handover and Digital
Champion support
Digital Champions handed over the devices fully
charged, set up and ready to use. They provided an
initial introduction, helped people set up personal
Finding the right kit passwords for their new Google email and provided
We negotiated and procured devices and unlimited ongoing support and skills development using the
12 month data packages from ‘DB Comms’ taking Quick Wins framework.
care to ensure the devices had good battery life,
decent screen size and an unmodified android
operating system. We offered service users the
option of a 4G WiFi Box (to enable wider connectivity
(at their home/property) using the provided sim card).
Measuring impact
Six weeks after people received their devices, we asked Investment
them to complete a survey to help us understand the
Cost per perso
impact of the project (69 responses). Digital Champions n
£300*
also provided feedback (33 responses). Additionally we
conducted over 30 interviews with participants and
staff to gain a deeper understanding of the life
changing impact being delivered across the country.
for device and
unlimited data
for 12 months
Delivering the kit
All devices and sim cards were delivered to project
leads in each local area who distributed equipment
to Digital Champions
*The project relied on the existing network of trained Digital
Champions who deliver support as part of their ongoing Support
Worker role. Training and project management costs not included in
this total. Some participants opted to have a WiFi box installed at
home. This required an additional £35 investment for each participant
who requested this feature.
9| Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
Our Get Connected model 100 devices
We gave people in the Get People who don’t have a device often need to go to extra lengths
Connected 100 Project a digital to get online – e.g. ask to use someone else’s device or visit a
device. They were given a library. They simply cannot connect easily with other people or
services. For some people it is only possible to have pay-as-you-go
choice between a smartphone
‘burner’ phones – which do not have smartphone features. Even
(Nokia 2.4) or a tablet (Lenovo
when a person can get access on their support worker’s device,
Tab M10)¹. they can only use this during an appointment. All this presents
severe disadvantages in life. Giving everyone a smartphone with
Device 41 % 59%
Tablet
unlimited calls, texts and data means they can have easy access
at all times – right in their pocket.
Smartphone
Unlimited calls, texts and data
Along with the device, we The unlimited aspect of the connectivity package is extremely
provided a sim card with important. This enables people to use all digital tools and gives
unlimited connectivity. them the freedom to choose to access all services rather than
having to choose between a call with a doctor or a support worker
due to a limited data package. With limited data there is a risk a
person will use all of their data before the end of the month and
become disconnected and excluded once again.
Framework Data
Support from a trained Digital Champion
We trained frontline staff Training included setting up an email address for the person
as Digital Champions so they using the service, setting up the devices so they are ready to
could provide the support that use and ensuring staff were confident in delivering support
based around the Quick Wins Framework – see below.
was needed to help people
get online. We trained frontline staff as Digital Champions so they could
provide the support needed to help people get online. Digital
skills support sits as part of wider, holistic, person-centred
support and staff already have strong trusted relationships
with the people they stand alongside. This makes them an
ideal person to help get people online.
Support
Quick wins framework
We created a framework We created the Quick Wins Framework to support our Digital
of digital skills and tools Champions to deliver the digital skill and tools which would
to help people keep in have a powerful and immediate impact. For example – by
setting someone up with WhatsApp they can easily connect
touch, be informed, manage
with their family and friends through text, audio, video and
their finances and access
photos, or contact their support worker at any time. This
entertainment and content is a quick win!
to aid wellbeing.
10 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
Demonstrating innovation How we made a difference:
Life changing impacts
Integrating digital benefits to This presented an opportunity for the Get
Connected 100 project to support this existing work
support women and enable by adopting a digital approach to harm reduction. Get Connected 100 has had an overwhelming
harm reduction. Three key harm reduction areas were identified:
positive impact on people’s lives.
As part of the Get Connected 100 project, Simon Connecting people with others – this could The evidence we have gathered from the surveys, With many organisations moving to online service
Community Scotland was able to use its allocation be family and friends, peers or wider support staff feedback forms and extensive interviews with delivery – even more so since the beginning of the
of devices and data to add further value to existing services who can support them. participants show that the combination of free devices pandemic – it was also tremendously encouraging
efforts to support women, especially in relation to Accessing evidence based harm reduction and unlimited data, a structured learning framework to see how people were able to engage with different
harm reduction. Our Harm Reduction Coordinator information and advice. and personal support from a Digital Champion has agencies to do what they needed and get the support
and staff teams have been building and embedding Accessing services and promoting choice over delivered astounding results for people – in a very they wanted. People spoke about accessing all kinds of
harm reduction principles and practices within two how people access support. short period of time and in every participating service services ranging from government departments, local
Simon Community Scotland Women’s Services. across Scotland! authorities and homelessness services.
Harm reduction is an approach which promotes This has been further reinforced by people expressing Financial matters had slightly lower levels of
people’s rights and offers people choice and
“The opposite of addiction
how much this has mattered. Participants deeply engagement – which is unsurprising as this is a
flexibility in how they access support and is not sobriety, the opposite appreciate their device, being connected to people difficult area for the general public also. That said,
information to promote safety and wellness, of addiction is connection” and services and the opportunity to participate in those who did engage with the DWP App, online
including in relation to addictions. When supporting everything the digital world has to offer. banking and online purchases spoke about how
people experiencing homelessness, harm reduction Johann Hari
hugely beneficial all this was to them.
is seen as an effective way to engage people in One phrase that came up over and over again in
support and build trust with services. feedback from people supported by the project Through this project, 100 people across Scotland have
By adding a digital component to their existing and from Digital Champions was: “It’s a lifeline”. actively taken up diverse opportunities within different
Women face greater exclusion and stigma due work, staff were able to support the women to digital spaces to improve their own social inclusion,
to their alcohol and other drug use and Simon access harm reduction resources, connect with health, financial management, education, access to
Community Scotland have been working with the people and organisations and link in with services. support, housing, public services and much more.
women to promote dignity, safety and their rights. We modified the Quick Wins Framework to ensure
Through this work it became apparent that there Digital Champions could see the overlaps with,
mingly
was a lot of misinformation around drug use. and support, a harm reduction approach with this
Additionally, people had little access to evidence Get Connected 100 project.
O ve r w he l
pact “It was so amazing when I got the
positive im e
based harm reduction information and advice
smart phone, I couldn’t stop saying
for peopl
due to not having reliable access to the internet
or knowledge of what resources are available. thank you to my worker for this
People v
al opportunity, it has made a big
being ab ue impact on my life.”
participa le to
te in life Supported Person in Edinburgh
through
dig
it really m ital –
atters!
“It’s a lifeline”
“I wish this was available to a
lot more people. The programme
has helped me in many ways and
I couldn’t be more grateful”
Supported Person in Ayrshire
11 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
What people What Digital
participating said: Champions said:
Life changing stats
92% 1%
9 ore 92 % 85%
felt inspired
to learn more
felt m 94 %
place more v
alue
increased
engageme
confident will continue on conn
ecting to nt in
suppor t
with digital to use digital the inter
net
%
0
10 ely
99 % positiv
91% fou
nd Di
Cham gital 96 ely% af fected the
lives of peop
le
increased u suppo pion
of digita se r t hel positiv I suppor t
l tool s pful af fected
my life
12 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
Interconnected model Device “Having the smartphone
makes me feel part of
What did people choose and why?
enabling powerful impacts
things, even the simple
41% 59%
things like the news, or
finding out about what
is around my area since
Smartphone Tablet moving into my new
For calls and texts, For screen size, already tenancy.”
easy to use, portable had a phone, for child,
employment preparation Supported Person in Glasgow
Device
Data “Unlimited Data has
The unlimited data package made 26% participants requested given so much freedom
all the difference. People could a 4G WiFi box to connect to
and no limitations to
do a wide range of things without the internet. This delivered
constraint or fear of running out extra impact as the family and usage.”
of data. friends of participants could Digital Champion in Aberdeen
also get online.
Framework Data Support “Being shown the most
Get Digital support in setting All this support came from useful Apps, etc. that will
up the devices ensured people people they already trusted and
benefit my everyday life
could begin using the device had a positive relationship with.
immediately. Ongoing support This helped to foster confidence helped a lot – also setting
to develop digital skills and and in turn encouraged people my device up.”
learning to use new digital tools to try new things and take up
Supported Person in Fife
was invaluable for participants. online opportunities.
Framework “It’s been great seeing
Each area of the Quick Wins Money matters (such as banking) service users developing
Support Framework was taken up – with
people reporting strong use of
had a smaller uptake, which
mirrors usage in the general
digital skills from the
their device for communicating population. (See over for more framework – being more
and finding reliable information, detail). engaged with services,
as well as engaging with leisure, family, friends and more
wellbeing and learning activities. careful with budgeting
their money.”
Digital Champion in Aberdeen
13 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
How people used their device & data 2. Finding information
Finding up to date and reliable information is Quick Wins Framework were able to support people
essential for life during a pandemic. There is a lot to access relevant and reliable resources to support
These four key areas reflect the structure of our ‘Quick Wins’ of misinformation online but the Get Connected wellbeing around addictions. Again, the feedback
framework for supporting digital learning during the COVID-19 100 Digital Champions supported people to stay up received presents another strong picture about
to date with the latest news from reliable sources. how valuable the device, data and support were
pandemic. In this section we highlight how people used and People accessed health and COVID-19 updates and to people involved in this project.
benefited from different tools in order to be in touch with the news. Digital Champions using the harm reduction
people and organisations, stay up to date with news and information,
manage their money and enjoy leisure and wellbeing activities. Information
Accessed
Percentage
of people 93 %
f e lt
News and Updates 70% m
inf o o r e
r me
1. Connecting with people and organisations Health Info 52%
d
Being able to connect with loved ones, friends and The figures below tell a very strong story about
services is a key way in which people stay well and how valuable this project has been in helping Information from Authorities 45%
recover from homelessness – especially during a people connect with others.
pandemic. We supported people to connect with
people and organisations using apps, websites, “It’s been great keeping up to
digital tools, online forms and video streaming. “It’s been a positive experience date with things when they are
all round. It has given me a lot happening.”
Who did people connect with? Which tools were used? more freedom as I can check
Supported Person in Fife
Person or group Percentage Communication Tool Percentage the bus App for when my bus
of people of people is due for example.”
Supported Person in Edinburgh
Friends and Family 74% Email 68%
“The news has also been
Support Worker 65% Telephone Calls 58% important to me. I’m more aware
of what is going on around me.”
Government Services 49% Messaging 65% “I use Google to look up
information on many subjects Supported Person in Aberdeen
Online Communities 35% Video Calls 57% which enables me to access
Social Media 72% anything I need.”
88 % 88 %
Supported Person in Edinburgh
felt more
connected with
ns
f e lt m
with t
o re c o
in the
he p e
nn e c t
opl e
ed 96%
used digital
the organisatio ir live
s
es communication
in their liv
tools
“It’s really good. I can contact
family and friends on social “It’s great staying connected with
media whenever I want. Before, friends and family and being able
I went to the library which to enjoy Apps, games etc. I can
closed through lockdown.” also keep in touch with workers
and appointments etc.”
Supported Person in Edinburgh
Supported Person in Fife Heather
Andrew
14 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
3. Money matters 4. Entertainment, wellbeing and leisure
Even before the pandemic, many financial matters and entertainment, leisure and wellbeing). This is The people we support often report loneliness and enjoyable leisure activities can often reduce the
had moved online – including accessing DWP not a surprising finding given the greater barriers isolation as a key area of concern that can too often pull of more harmful activities and help to improve
benefits. The pandemic made shopping and banking and higher levels of trust required and reflects lead to increased vulnerability. At the heart of the mental health and wellbeing. People in this project
much harder. Through Get Connected 100 our digital take-up in the general population also. Get Connected 100 project is providing tools and used their device for a wide range of leisure
Digital Champions have been helping the people in People expressed that, as their confidence and support that can enhance life and wellbeing. activities including: language learning Apps, learning
this project to manage their finances online. This trust around digital began to grow, they felt more Recovering from homelessness includes being able new skills (like cooking) through YouTube, accessing
included tasks such as online banking, managing likely to try managing their finances online. With to enjoy leisure time and engage in hobbies or other mediation and other health Apps, watching sports
benefits and online shopping. Using digital tools for access and support from a Digital Champion many self-directed activities. Additionally, participating in and more.
money matters had a lower uptake than some of the participants were able to transition from offline
other areas (e.g. communication, finding information to online management of their finances.
Entertainment Percentage
tool of people “Giving some of our residents
Tools for managing Percentage a device has seen them tackle
Video Streaming 90% the boredom that the women
65
finances of people
% we support so often face.
53
Online Banking 34% News and Updates 54%
of people with a
bank % They may be isolated from their
communities due to their past
Paypal 10% account used digit
al Online Gaming 42%
were able to experiences and spend a lot of
tool s to manage what they ne
buy
Benefits 34% Audio Streaming 38% time on their own, therefore
their finances eded
online
Reading and learning 32% these devices allow them to pass
the time by having access to
entertainment Apps – TikTok
has been a favourite!”
%
53
“The online banking has been “I’ve never been able to use Digital Champion in Glasgow
a blessing for me. I can now YouTube. My support worker
have more control and I have nt ro l recommended me to watch
o r e in c o
s
been budgeting with my support felt m ir finance cooking videos as before I was
t h e
of
worker which has seen a huge a very poor cook. This has now
difference. I can see my incoming
and outgoing funds.”
became a hobby and something
I enjoy doing.” e njo
97 %
ye d
t im e t h e ir
Supported Person in Aberdeen Person Supported in Aberdeen by u spa r
s in g e
“The support was really helpful e nt e
r t a in d ig i t a
men l
– we’ve been using online banking t
and my universal credit App.”
“I can check my universal credits
Supported Person in Aberdeen
instantly without having to go
to the library to use a computer
to go online. And online banking
as I can see what funds I have
before I go spending over.”
Supported Person in Edinburgh
15 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
How lives were changed Increasing life opportunities
1
and impacted and confidence
This project has brought significant inclusion and Research shows that confidence is a key barrier to digital
empowerment benefits to people who participated. inclusion, but we’ve been delighted to see that the Get Connected
We have distilled these into ten key areas of impact. Model has addressed this with 91% of people reporting they felt
more confident being online due to participating in this project.
People reported that having ownership of a device with
1 unlimited data has given them the opportunity to try
“My client’s self confidence
new things and to learn new digital skills. It’s clear that
has increased and also feelings
Increasing life when people are feeling confident and have the
of trust between us has also
support and access they need, it opens up an entire
opportunities world of opportunities! increased”.
10 2
Digital Champion in Fife
Changing Strengthening
perceptions dignity & respect Good times and so,
so much more
“The service users’ confidence
Joe has been accessing Simon Community
Scotland services in Edinburgh and is now in
has grown in using digital devices
9 3 permanent accommodation. He’s a quiet man to impact their lives positively.
and has been really isolated in lots of ways. They have access to a range of
Stimulating Enabling His Digital Champion spoke about how Get resources that are available to
education connection Connected 100 meant that he found activities them, and even though they might
& learning that brought him more personal enjoyment
not utilise all of these, they know
Life changing and a whole load of other benefits.
“He’d mentioned that, back in the day, he used
how to find them if they need to.”
8
impacts 4
to be a bit of a gamer, and I thought the phone
would be great for him, just maybe to enjoy some
Supported Person in Glasgow
online games, maybe some TV, just to enjoy what
Supporting Accessing everyone else is doing. He’s done this, but he’s
recovery services also really sorted himself out financially through
using the phone to help with budgets. He’s got
& support his Online Banking App so knows how much
money he’s got exactly, and doesn’t need the
help of food parcels any more. He’s been
7 5 shopping online – even organising a delivery from
Iceland to stock up. And the furniture for his flat,
Giving freedom Promoting he’s got that online too. But he’s done so much
& peace of mind 6 mental health more – and there’s been such a change in him,
he just seems so much more confident. Even in
& wellbeing his body language.”
Enabling
autonomy & Get Connected has been truly life changing
independence for Joe – and so many others!
Justin*
*Person in photograph is not associated with the story
16 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
Strengthening
2 3Enabling connection
dignity and respect with friends and family
People participating in the Get Connected 100 project have spoken and other support networks
about how having their own connected device has enabled them
to access the internet in their own time, and in their own place, One of the key benefits to the people in this project has been the
rather than having to use a shared space in a library or on a bus. ability for them to connect with their friends and family. This was
particularly useful during lockdown when face to face contact wasn’t
This is particularly important when accessing sensitive possible, and people were unable to travel to visit their loved ones.
information such as managing benefits or having
personal conversations about addictions or finances.
Privacy for important,
Each person – whatever their life circumstances – personal moments With regular contact using a variety of digital tools
deserves to have the tools and support they need to (video calls, messaging Apps, emails and social
Shona currently does not live with her young
find solutions that matter to them, in a way that suits media), people have reduced their social isolation
son. She was approaching an important court
them. Get Connected 100 has enabled this for 100 by maintaining relationships with the important
date – a video call – that was about access “I have loved being able to stay
people across Scotland. people in their lives. Connecting with friends and
with/to her son. Shona’s Digital Champion in touch with people especially
family is essential for good mental health and
explained how getting a device made a huge
wellbeing, and in addressing addictions. This project through lockdown when we could
difference to her – at just the right moment!
meant that everyone could be in touch with their not meet up. It is also helping
“The court session was a really big deal for loved ones and other support in an instant. my mental health.”
Shona that morning, she came to the [drop-in]
Hub and we were setting it up, but it wasn’t Supported Person in Edinburgh
working properly and we couldn’t get on. The
phone arrived at exactly the right time. I couldn’t
believe it. We set it up in the Hub there and then. Lifelines – near and far
In the afternoon, she was able to join the session Dariusz moved to the UK many years ago and
at the Court from home and speak to them lost touch with most of his family. He has been
there, where it’s more private and so much in and out of homelessness services and is
better for her.” often dealing with issues related to addiction.
His Digital Champion shared how this project
Having a connected device meant that Shona
enabled connections that have made a world
had the space and privacy to discuss a really
of difference to his life:
personal issue at home. It gave her the dignity
and respect everyone deserves.
Michelle* “The phone and connection has changed
everything for Dariusz. I helped him get in touch
with his brother back in Poland and he’s been
over to visit. Also, his Dad is coming soon. That
connection with family is so important to him.
“Nobody wants to be dependent, and stuck in a
He’s really looking forward to his Dad coming
cycle of asking for help. In this project we’ve seen over and wants me to meet him. A wee while
that when people experiencing homelessness are ago, Dariusz had a bit of a relapse but [because
connected to the online world with a little support of the phone] I was able to continue to help
and guidance, they can quickly start doing things and be alongside him. He’s using WhatsApp for
support. Having me there makes him feel more Ed*
for themselves. Things like making a personal call in
at ease and able to ask for the help he needs.
a safe and private place, managing personal finances
We also arranged three way calls with his doctor
or making informed choices about things that affect and with other services which has made a real
them. It truly is about dignity and respect.” difference.”
Jamie Trout, Get Digital Programme Manager
*Person in photograph is not associated with the story *Person in photograph is not associated with the story
17 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
4 Accessing services and support 5Promoting mental
The Get Connected 100 project has helped people to access health and wellbeing
the support they need quickly and easily. People have been
accessing homelessness service providers more frequently. Many of the people we have supported in this project
There has been a noticeable increase in support worker’s have said that a connection to the digital world had a
ability to reach service users to provide support, as well very positive effect on their mental health and wellbeing.
as service users initiating contact with staff.
This has been in many different ways; being able
to talk with loved ones, accessing the NHS, listening “It has been so amazing having
We have also seen people using a variety of to music, using meditation Apps and a general feeling
government services to access Universal Credit this tablet. Not just for practical
and Find a Job, as well as finding safe health
Keeping track of benefit of being connected with the world around them instead
help but it also makes my mental
of feeling isolated and excluded.
information via the NHS. payments now made easy! health feel better.”
Tommy is a support worker at Aberdeen
Another key benefit we have seen is the ability Supported person in Perth
Cyrenians. Through Get Connected 100 he
for staff to support people in different languages.
This has often been a significant obstacle in the
has seen huge benefits in people being able Music can make the
to access government services. For example
past. However, with the use of translation Apps
many people he supports need to get information
world go round
(Google Translate) and language learning tools Willie is recovering from homelessness in
about their benefits online from DWP. This is
(DuoLingo) providing and accessing support has Kirkcaldy. He did not have a phone before and
a complicated process that can easily trigger
become far easier. says the phone has been a ‘saving grace’. After
‘sanctions’ for people causing benefit payments
to stop. Being able to have online access to his Digital Champion set up his phone, Willie
DWP on their own device is a game changer said: “This is brilliant, I just turn it on and
“The DWP App that my support for people. don’t even have to figure it out”.
worker has shown me, is so Willie has been using the phone to help him
“Accessing DWP online is a breeze. It’s so useful.
easy to use and I can keep up It used to be sanction after sanction, with people navigate day-to-day life. His Digital Champion
to date with my benefits.” getting behind, because they had to come to me, reported:
so I could help them get access. But now if the “Willie is dyslexic and I think that can make
Supported Person in Aberdeen
[DWP] work coach contacts them, they get a it hard to use the internet. He’s really into his
message on their phone and can access their music, and he downloads music and puts on
journal so easily. They can see when their money his earphones and goes out walking. It’s really
is coming in, and stay up to date with what they good for his mental health – being out walking
“I have managed to engage need to do.” instead of, you know, lying in bed and sleeping Barr y*
with an older service user. when you’re not well. He’s even able to go into
They are totally getting the the shop, with his headphones on – he says it’s
stopping him worrying about what people are
positivity of digital connection.”
saying about him. It really is a massive thing for
Digital Champion in North Lanarkshire him. He phones me back now, when before he
wouldn’t have. He’s doing more. He’s even
thinking about college.”
Being connected to the internet with a personal
device has made a massive difference to Willie’s
wellbeing and overall confidence.
*Person in photograph is not associated with the story
18 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgAbout Get Connected
6Enabling autonomy 7Giving freedom
and independence and peace of mind
Access to a connected device has empowered people to do When people have unlimited data, and easy access to a device,
things on their own. They no longer felt dependent on other they have the freedom to learn, explore and try different things.
people to help them – they could do things for themselves. They can access all the services they want, stream movies and
talk with their family on video calls. By addressing data poverty,
Perhaps comedian Trevor Noah puts it best: “People it provides peace of mind (that they are not going to run out of
love to say, “Give a man a fish, and he’ll eat for a day.
Teach a man to fish and he’ll eat for a lifetime.” What
Power and tools for doing data) and profound freedom.
they don’t say is, “And it would be nice if you gave personal stuff
him a fishing rod.” That’s the part of the analogy that’s Rachel is on the road to recovery from They also don’t need to prioritise digital tasks –
missing.” By giving people a connected device (the homelessness in Fife. Before this project she choosing between a video call with a doctor or
rod!) and personalised support (teaching), people are had experience using the internet but did not calling their children. People could do things
No limit on getting support
empowered to make meaningful change in their lives have easy access – it’s been a long time since Robbie lives by himself in Fife. Through this
immediately, and in their own time, supporting
(catch fish for a lifetime). she had a proper, working phone. To access project he was able to access all sorts of
relational connection and ongoing recovery.
many services her Support Worker, Sally, would different groups that are part of his wellbeing
typically need to open a browser on her staff and recovery.
tablet, and then invite Rachel to enter her
“She’s been sorting stuff out totally “My client couldn’t believe “I’ll be honest with you, I’m in recovery and this
personal details to access different agencies
on her own, without me. She’s been online. Most people would obviously much they’ll have access to free [device] means I can take part in my meetings.
speaking to the Council, accessing prefer to enter personal details on their own unlimited data for a year.” I’m part of several men’s groups and I do stuff
support through Gingerbread who’ve private device. with SAMH and an Agency called FIRST through
been doing Zoom calls and she’s Digital Champion in Edinburgh Microsoft Teams. I have meetings with those
Sally picks up the story: “Beforehand Rachel guys at least once a week along with another
been in touch with Homestart, and
didn’t like me supporting her with her Universal agency called DAPL.”
has a weekly call with her support Credit because she’s a private person, which
worker. Doing all this herself!” I totally understand. I’m like that. I mean, I Unlimited data meant that Robbie didn’t need
“Unlimited Data gives people to choose to only attend one or two meetings.
wouldn’t like it if I went in somewhere and
Digital Champion in Fife
someone turned a laptop round and said ‘put so much freedom to do what He wasn’t limited by “data poverty”. He didn’t
your password in there’ especially about finances they want with no limitation.” need to compromise on the support he wanted
and things because that’s private. But now she to access.
Digital Champion in Aberdeen
can do it herself. She’s reset her Universal Credit
login herself and can log into that now when she
needs it [on her own device]. And she’s phoned
the bank – she’s done it on her own, and reset
her online banking. She doesn’t need me to do “It feels great not needing
it and that’s so much better for her.” to worry about topping up.”
Giving people access to a device – with unlimited Supported Person in Ayrshire
data, and the support of Digital Champions –
means that people are able to do a huge range
of things for themselves. Digital Champions
nurture digital skills and confidence. This helps
break cycles of dependency as people are then
able to find solutions to problems on their own.
Meg*
Mar tin*
*Person in photograph is not associated with the story *Person in photograph is not associated with the story
19 | Get Digital Scotland | Get Connected 100 getdigitalscotland.orgYou can also read
