1. Adapt all programmes for online delivery
Meet with staff to review the programmes that you offer and see where changes can be made to ensure delivery can be done digitally.
Investigate where the key challenges may be. Let your service users’ needs dictate your choice of platform. Some charities will find that only one service meets their service users’ particular needs. Other charities may be able to choose from a number of options.
2. Get your team set up for remote delivery
Ensure that staff are trained and feel confident delivering programmes to service users via the chosen platforms. Make sure that facilitators who still don’t feel confident are able to access additional training.
Explore training options and funding for your staff to bring their skills to the level required for the project. Record any training sessions you conduct for future use.
3. Ensure that service users are able to access resources
Assess the technological needs of users on referral, and what they have access to before starting. Some service users will not have access to some technologies, and this will affect how you can engage with them.
Consider sending physical copies of documents and resources where this may be a better option, and allow time for that.
For those with learning or literacy issues, ensure that a facilitator can help them fill out the form over a video call.
If users are uncertain about their ability to connect, consider providing a smartphone with pre-paid data.
4. Amend the programme agreement for remote delivery
Tailor contracts that require a particular disposition from service users in face-to-face sessions to apply to remote settings. For example, integrate into your contracts that service users should be in a quiet and safe place, and that they are by themselves, focused, and dedicated.
Specific guidance also needs to be set out for facilitators in checking that users are safe during sessions. Charities can find step by step guidance on digital safeguarding at DigiSafe.
5. Retain engagement with those who drop off
If users drop off from engaging with group sessions, try to approach your delivery differently by providing 1:1 support for those who are more comfortable with this.
Regularly check in with attendees and assess any help they may need or feedback that the charity should take.
6. Gather feedback and optimise the process
Assess when it is best to ask for feedback for each programme.
Some feedback may be more effective on a session by session basis, particularly where there is a high dropout rate and disengagement from session to session. Programmes with lower drop-off rates may benefit from a questionnaire at the end.
Many thanks to The Wish Centre for contributing this recipe.
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