Bite Size Digital Skills Advice Direct Scotland

The Gathering 2018

Advice Direct Scotland

Charity registered in Scotland SC034473

Advice Direct Scotland (ADS) t/a Citizens Advice Direct is a Scotland-wide service headquartered in Glasgow which provides free advice and information by telephone, email, web chat and through social media. The service is open to all residents of Scotland and is free, independent, impartial, confidential, secure and taken from trusted sources. We empower citizens to exercise their rights.

We offer accredited advice on a wide variety of issues, including benefits, debt, employment, housing and tax, in a professional and non-judgemental manner. Advice Direct Scotland is ISO9001 (Quality Management) and ISO27001 (Information Security Management) accredited. We pay the accredited Living Wage Foundation wage and are Investors in People and Investors in Young People accredited.

We deliver the following services:- Citizens Advice Direct, Citizens Advice Consumer Service, Armed Services Advice Project, Kinship Care, Scottish Power Hardship Fund, Energy Best Deal, Glasgow Advice and Information Network and Health for Health Professionals Wales.

  • From 1st March 2017 to 28th February 2018
  • Award: £9,992 via Call 4
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Project plan

Project description

ADS will use their existing Create eLearning package to design bitesize digital skills modules for their volunteers. Face-to-face or online learning will be offered depending on the needs of the volunteers, with one becoming a digital champion tasked with sharing the messages wider and ensure basic digital skills are embedded in the overall approach to training volunteers. The project will be delivered in Glasgow and overseen by an experienced team.

Project milestones

Phase 1

Creation of training sessions and modules Delivered By 03/04/2017

Phase 2

100 volunteers complete Basic Digital Skills training Delivered By 16/03/2018

Evaluation

Updates

We have continued to progress through the Go ON UK Basic Digital Skills Framework. For this period we combined both Transacting and Problem Solving to make the most of the inherit similarities between some of the subject areas.

We have been looking at taking each of the five basic digital skills and designing a course which will use a specific area of our volunteering program or work environment to reinforce the actions and outcomes in each skill.

We have incorporated Managing Information training into a short course based around our Salesforce CRM and a course on Communication designed around our Live Chat contact method.

At this stage in our project we are now looking at designing similar courses to cover Transacting, Problem Solving and Creating.

We have progressed through the Go ON UK Basic Digital Skills Framework by focusing on Creating during this period. This is the final section of the frame and we have concentrated on creating documents (particularly CVs due to the nature of our participants) and learning about social media use.

This concludes our project and we have now taught our participants in all areas of the framework.

The project allowed us to incorporate the Go ON UK Basic Digital Skills Framework into the training we provide to our volunteers. Initially we provided add-on learning to our current training, however over the course of the project we have been able to start integrating this learning directly into our current program.

Our digital work is delivered in partnership with: