Digital Inclusion Coordinator for LOPF, Sam Haggart, talks about the joys and the challenges of her work as a Digital Skills Tutor, empowering older adults, thanks to the UK Shared Prosperity Fund (UKSPF)

How would you describe your job in a few words?

Rewarding, challenging, unpredictable and we have a lot of laughs along the way.

What is your approach to teaching and learning?

Many of the older people I teach have had their confidence knocked by past experiences. Well-meaning family and friends often give them incorrect advice, and the media only adds to their fears. I strive to provide high-quality teaching tailored to their level without creating more anxiety. It’s a constant challenge, especially when I have to cater to different abilities and a variety of devices in every class. Patience, kindness, and gaining their trust are crucial for them to feel relaxed enough to learn.

What’s the best part of your job?

I love what I do because everyone has a story. I make it a point to connect with my learners to understand why they’re in my class, what brings them there, and what they hope to achieve. That personal connection is key to helping them learn and grow.

What motivates you in your work?

What motivates me is watching my learners gain new skills. When someone comes into class and tells me they have made a video call for the first time or completed their online shop, their pride in their achievement is amazing. Many think they are too old to learn something new, and as digital learners, we want to give them confidence that they can learn and help them increase their confidence in learning new skills as they get older. Research shows that learning improves cognitive function as we age and it is vital that we are always learning new skills. 

Story of a week, one class at a time!

Here’s a snapshot of what Sam gets up to:

Monday: St Andrew’s Methodist Church (MHA Communities South Leeds)

I met with seven new learners, all eager to find out more about attending a digital group class for six weeks. With support from Natasha (of 100% Digital Leeds), we started with a discussion about what they currently do on their phones, their fears, and what they’d like to learn. I introduced a quiz, which some were initially nervous about, but I quickly reassured them that they could use their phones to find the answers. This helped me gauge their digital skill levels.

Two stories stood out to me:

• H, a lady who is hard of hearing, shared that she needed to learn how to shop online as her mobility is declining. She wants to maintain her independence, so I showed her how to use the Tesco app. The following week, she proudly told me she had successfully shopped online and received her delivery. The difference this will make to her life is huge.
• T had been given a smartphone by his grandson, but only used it for calls and to change the colours of his aquarium lights. He had never been shown how to do anything else. When I asked him to use Google for the quiz, I quickly realised his poor coordination made typing difficult. So, I introduced him to voice commands with Google’s microphone, and he spent time asking various questions. It was a special moment when he saw what the internet could offer. I also set up WhatsApp for him, and he sent his first message to his grandson.

Wednesday: Crossgates Good Neighbours

I hosted a session with eight learners on planning public transport journeys using Google Maps. Two ladies were particularly excited as they’re planning a trip to Halifax Piece Hall in September. Together, we mapped out their entire journey, including trains, walking distances (one has reduced mobility), and where to go for lunch. They’re trying to get out more, and now they have the skills and confidence to plan these adventures independently.

Thursday: STEP

Five people joined me for a session on basic phone skills. We covered essential tasks like setting up the home screen, navigating the settings, and finding important features like brightness, the torch, and the Do Not Disturb mode. These foundational skills are so important, especially for those just getting comfortable with smartphones. One particular success was H. She mentioned that her printer had been out of order for a year, forcing her to visit the library whenever she needed to print something. We referred her to AbilityNet, who provided a home visit and managed to fix her printer. She’s overjoyed to be able to print things at home again.

Friday: Otley Elderly Action

Seven learners came for a session on sending emails, completing forms, and using two-factor authentication (2FA). They practised attaching photos to emails, completing a mock holiday enquiry form, and inputting a 2FA code received by email. These skills are crucial for building their confidence in doing more online, such as shopping or filling out forms securely. During the session, P sent me a photo of himself and his wife, aged 17 and 16, taken at Bolton Abbey. He had been struggling to find his photos on his laptop, so he was thrilled when he learned where they were stored. The photo was very special to him, so I asked the librarian to print it out. He’s now planning to get it framed – a lovely reminder of such a cherished moment.

What impact do you hope to make with these sessions?

I’m excited to see how their confidence and skills grow over the coming weeks. My hope is that by the end of these sessions, they’ll feel more comfortable and empowered to do more online, whether that’s staying connected with family, shopping online, or exploring new interests. It’s all about helping them enjoy being online and making it a positive, enriching experience.

Final thoughts?

It’s an honour to do this work. Every learner’s success is a victory, and I’m grateful to be part of their journey.