Information for Volunteers

These guidelines are intended to help safeguard both learners and volunteers at our sessions. Please familiarise yourself with them and follow them wherever possible when working with us. If you have any questions, issues or concerns, please speak to the session host at the time or email fivebells.computerclub@gmail.com.

1.    Treat all learners, and other volunteers, with courtesy and respect. Be especially patient, polite and considerate with older learners, many of whom may be quite nervous and scared of technology, or of asking for help.

2.    Do not use discriminatory language and highlight any incidents you witness of this (from learners or other volunteers) with the session host.

3.    Our primary objective is to facilitate the learning of new technical skills and to build confidence in using digital devices. Volunteers should assume the role of a tutor or teacher, helping learners learn how to do things themselves, rather than just completing tasks or fixing issues for them.

4.    Never share personal contact details {email, phone, address, etc} with learners, or record/store any learners' personal details outside of our admin systems. We will have a club phone to practise calling/WhatsApping etc with learners

5.    Always discuss questions and issues thoroughly with learners before working through any solution(s) with them. If you are unsure of the main questions or issues, please ask for clarification or discuss with another volunteer.

6.    Always try to explain any solutions (or alternative options) clearly and slowly.  Encourage learners to handle the device wherever possible, guiding them as necessary, as this helps to learn new skills and build confidence.

7.    Be extra careful working with learners' personal data, especially contact details (see above), passwords, financial or banking information, email, messages, social media accounts etc. Always ask learners to take control of the screen/keyboard when dealing with any personal or sensitive data, and don't hesitate to ask for help or advice from the session host to avoid handling learners' personal data alone.

8.    If you are unsure of the best (technical) solution for any issues, please discuss with the session host or other more experienced volunteers before proceeding. It's always best to check first before taking any action that may be difficult (or impossible) to undo, or that make things worse.

9.    Do not make unrealistic promises or agreements with any learners, or take any unilateral action without discussing with others. If you feel a learner is asking for an unreasonable level of help or support (eg. highly technical or overly time-consuming requests) please highlight ASAP with the session co-ordinator, so they can discuss alternatives with the learner.

10. Do not take learner equipment outside of the sessions or make arrangements for any private support sessions without discussing and agreeing with the session host or club co-ordinators first.

11. Volunteers should work co-operatively with each other, and always try to offer support and advice to less experienced volunteers where possible.

12. Any other questions or issues regarding a learner you are working with, whether related to digital activities, or other more general concerns about health, wellbeing or behaviour, please raise ASAP with the session host or a club co-ordinator

Outside of Sessions

13. To help with session planning, volunteers should try to notify club co-ordinators of their availability with as much notice as possible. If you are unable to attend a session at short notice, please send an email, ideally before 11am on a Tuesday, or a WhatsApp message using the contact details above.

14. For any other general communications from club co-ordinators, volunteers should reply to any direct emails, messages or calls in reasonable time.

We are always looking at ways of improving and expanding our sessions and the services/support we offer, so please do share any comments, feedback or suggestions you have. You can do this by chatting with club co-ordinators at a session, or by direct email/message to fivebells.computerclub@gmail.com or via the WhatsApp group.

19/8/2023