scl exec summary of training outline info offer

—Flexible and accessible

— Include examples of successful delivery

—Consider the different roles within libraries (Customer facing staff, Volunteers, Enquiry Specialists, Team Managers)

—Enthuse and motivate

Principles

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© Copyright Tinder Foundation

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Aim - To develop the customer facing library workforce to support people to become more digitally active and enable them to access a wide range of life-essential information and services, independently.

By the end of the training programme staff will:— Be confident and enthused about their role as a digital

champion. — Demonstrate their knowledge of online government and

information services.— Recognise the importance of their role in future policy. — Identify and recommend appropriate steps for their customers.

Training Programme

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Training programme

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Module 1 Being a Digital Champion in a Library Context

Module 2 Why is Digital Inclusion Important

Module 3 Understanding your customers needs

Module 4 Supporting people to gain Digital Skills (Optional)

Module 5 . Introduction to key government information services.

Module 6. Supporting people to access the key government information services

.

Module 7 What next? - referring people to other services

Training modules

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Module Learning outcomes

1. Being a Digital Champion in a library context

• Explain the Public Library Universal Information offer.• Describe your role in supporting people to access

online services.• Recognise boundaries and what is not expected within

your role.• Assess the skills and behaviours required of a Digital

Champion.

2. Why Digital Inclusion is important

• Recognise why Digital Inclusion is important. • Describe the term ‘Assisted Digital’ and provide

examples of national and local online services. • Recommend the wider benefits of being online

(Developing sustainable Internet users) .

Training modules

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Module Learning outcomes3. Understanding your customers needs

• Recognise barriers people face when getting online and define key benefits for specific target audiences (Older people, Job seekers, ESOL, People with disabilities) .

• Establish techniques to gather information from your customers.

4. Supporting people to gain Digital Skills

• Identify services and resources available to support people develop their Digital skills.

• Recognise the different ways people learn.• Set up basic digital skills learning programmes. • Identify accessibility needs and give examples of how

your can support different needs.

Course content

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Module Description

5. Introduction to key government information services.

• Navigate around key online services (NHS choices, Universal Job Match, Careers service, GOV.uk, local council, Money Advice Service)• Identify key features within online services.

6. Supporting people to access the key government information services

• Identify and match services to different library users.

• Provide examples of how you would respond to difficult conversations.

• Recognise the need for confidentiality.

Course content

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Module Description

7. What next? - referring people to other local services

• Advise customers about services and advice available from your own organisation and other services.

• Signpost customers to other services.• Maintain records with respect to signposting

customers to other services.

scl exec summary of training outline info offer

Documents