Digital support volunteers
Support customers to access our digital services
About the opportunity
Digital Support Volunteers help adult library users feel more confident using technology in their local library. You’ll work one to one with customers, using library computers or their own devices on public WiFi, to support simple everyday tasks.
This could include helping someone set up an email account, use the internet safely, find online forms, or download and use apps such as the NHS App or travel apps. The aim is to help people build confidence and become more independent with digital skills.
You will receive full training, including data protection (GDPR), safeguarding, and confidentiality. This will equip you with the knowledge and confidence needed to effectively support customers, including those with low confidence or limited experience using digital technology.
Tasks and duties
- Provide one to one digital support sessions or help with drop-in IT support in the library.
- Support customers with patience and understanding, helping them build confidence when using digital technology.
- Help customers use the internet safely to complete everyday tasks such as downloading apps, online banking, food shopping, and completing online forms.
- Follow GDPR, safeguarding guidelines, and Hampshire County Council standards when handling customer information (full training is provided).
- Help support library social media activities where appropriate.
- Signpost customers to other support, including library services (such as Hampshire Achieves / Learning in Libraries) and external organisations when needed.
Training and support
Before starting this role, volunteers will complete a role specific induction. This includes guidance on display screen equipment, and training in GDPR, safeguarding and confidentiality, as well as clear boundaries for the role.
Please note that volunteers are not expected to update, repair or fix customer equipment.
Commitment
This role involves committing to at least one hour of volunteering on a regular basis, with a minimum commitment of once every two weeks. You’ll support different customers, either through booked sessions or sessions arranged to meet local community need.
Session days and times will vary depending on your local library branch.
How to apply
Who we are looking for
We are looking for volunteers who are:
- Aged 16 or over who are enthusiastic about promoting digital inclusion within the local community.
- Friendly, patient, and enjoy supporting others to build confidence in using technology.
- Confident in carrying out basic IT tasks, such as browsing the internet and using everyday apps.
- Comfortable using a range of devices, including computers, laptops, mobile phones, and tablets.
- Able to remain calm and professional, while maintaining clear role boundaries at all times.
Volunteers must also understand that they should not directly use a customer’s personal device. Instead, support should be provided through clear verbal guidance or by demonstrating tasks using their own device.