COVID-19: Digital service delivery for charities
COVID-19: Digital service delivery for charities
Introduction
Created by Third Sector Lab and SCVO Digital. Content in this document is open source - feel free to copy and paste into any toolkits, guides, etc you are delivering.
This document is open for editing. Please scroll to the case studies and policies section below to add in links under the appropriate headings. We need to collate best practice and guidance specific to delivering charity services online.
SCVO are taking questions and resources from this call and document to build out a draft playbook for charities needing to quickly build out digital services. Please have a look and send us any feedback or requests.
Tell us about your priorities and issues
Use this form to tell us about top priorities and issues you are facing to help shape the shared digital support we can offer. We will use this insight to shape what we do in the next days, weeks and months to help charities stay effective during the Covid-19 crisis.
Direct link to this document:
arities.
Questions can be left as comments or by tweeting @ThirdSectorLab or @johnfitzg.
We will be having weekly Zoom calls to bring together third sector professionals interested in digital service delivery. Call details will be added here and also via @thirdsectorlab @johnfitz on Twitter. |
Document contents
Weekly Zoom calls
Aims of these conversations
These calls and shared documents are focused on helping charities think about how they can deliver information, support and other services to beneficiaries online using livechat, video, bots, online groups, information and other tech.
It is aimed at all non-profits, community groups, social enterprises and other voluntary sector organisations. It is not a document on remote working advice for staff as there are already two excellent resources out there such as John Fitzgerald at SCVO Top Ten HomeWorking tips.
https://www.google.com/url?q=https%3A%2F%2Fscvo.org.uk%2Fp%2F35969%2F2020%2F03%2F16%2Fmy-top-ten-remote-working-tips
Upcoming calls
Register at https://scvo.org.uk/support/events
View previous calls
Case studies, examples & best practice of tech used to deliver specific types of charity services
Please add in links under a category. This can be a link to the specific service page on a charity website, a case study or other sources that demonstrate using digital for service delivery.
Benefits, debt, consumer, legal and other advice
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Housing and homelessness
| - Shelter Scotland webchat (Mon-Fr 10-4) (Also available from any of the Housing Advice pages)
- Shelter Scotland free housing advice helpline 0808 800 4444 (Mon-Fri 9-5). The above are both being run by staff who are now WFH.
- Shelter Scotland also has a Covid-19 housing advice page, that will be updated as and when any initiatives are announced by SG or Westminster.
- Shelter Scotland has an advice line for advisers called ScotWRAS. This provides free second tier advice to staff who are assisting their clients with housing and homelessness issues.
- Catalyst Housing Association Fuel Poverty Advice on WhatsApp
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Children and families
| - With Kids - mental health and wellbeing digital resources for children and their families
- STAR Project (Paisley) - Covid-19 Contingency Plan
- Young Scot’s dedicated microsite for COVID-19 information
- Young Scot: Answers to Common Coronavirus (COVID-19) Questions
- Parenting across Scotland
- Barnardo's pilot of WhatsApp as a service delivery tool. Guidance, policy, lessons learned, etc.
- Dads Rock will be running online workshops, such as Antenatal for Dads to be, Antenatal for Mums to be, Feeding, sleeping and hairstyle workshops. We are also providing online music lessons and supporting young dads online and over the phone, full details on
- https://www.dadsrock.org.uk/
- Meic is the helpline service for children and young people up to the age of 25 in Wales
- https://www.themix.org.uk/ - for under 25s in uk
- Childline - advice, games, peer support, and counselling (via online chat & phone) for under 19s in UK
- NSPCC - advice, support & training for parents, teachers and anyone involved in child safeguarding
- SCOREscotland (strengthening Communities for Race Equality Scotland) is running online childrens and youth clubs targeting BAME communities in the South West of Edinburgh. https://www.scorescotland.org.uk/9
- https://spunout.ie/ - Ireland
- Parenting NI established in 1979, as the Parents Advice Centre, provides free support for parents across Northern Ireland.
- https://www.familysupportni.gov.uk/ - government backed service directory of all registered childcare providers along with all services that provide support for children and families in NI.
- https://parentzone.org.uk/parent-zone-crisis-messenger
- Parentinfo - Parentzone & NCA-CEOP
- Internet Matters
- www.voicemag.uk - cultural magazine for young people in the UK
- Potential in Me are running an online support group for parents & carers of kids in adolescence (8-25). We’re running personal development workshops, community connection calls and a limited amount of one-to-one coaching support
- https://medium.com/@catherineknibbs/what-are-the-issues-to-consider-working-online-with-children-young-people-during-covid-19-66cd53254d58
- Fischy Music online assemblies on YouTube every Monday morning at 11am (primary aged children and families).
- https://deviecoach.com/- free mobile app that delivers research-based daily support for parents at home with young children in the form of automated 2-5 min chats. All content based on RCT-validated Learning Together Programme. Currently in use by Reach Children’s Hub and Peeple
- FischyTunes - free music video website for children’s emotional and mental wellbeing.
- www.home-start.org.uk - Family suport charity which has local Home-Start services across the country. They ordinarily offer individual support to families with at least one child under the age of 5, who are experiencing parenting challenges, and challenges on top of daily parenting ones. This usually takes place face to face, but is currently being delivered via phone/digitally, with some offering online group support via zoom etc
- Parent and Carers Guide to Breakthrough Digital Mentoring for Young People, includes consent forms
- Breakthrough Digital Mentoring Guide for Young People, includes consent forms
- Online Guiding Virtual consent form
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Domestic abuse (currently experiencing)T | |
Refugees and asylum seekers
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Environment
| Resource links from Environmental DigiShift (6th August 2020) |
Specific safety & privacy issues
Please add in links under a category. This has come up over and over again where charities are providing direct support services online to marginalised groups and younger people.
Safeguarding policies and best practice
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Privacy and GDPR policies best practice
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Design, content and services
Remote learning and working resources and guidance
| While it’s straightforward to get started with, Zoom has many less obvious features which can help your organisation connect and get work done. At this webinar learn how to use tools such as breakout rooms and how to get the best tech setup, for when you're hosting calls with large groups of people. Get tips, tricks and tools for ensuring that your remote workshops are engaging and productive. Covering - how to use collaborative whiteboards, how to prep properly and how to improve your facilitation skills. |
Other digital resource hubs for charities
- ProMo-Cymru (Wales focus but relevant links)
- https://coronavirustechhandbook.com/hom[a]e
- https://coronavirustechhandbook.com/civil-society
- #switch to remote project - professionals working directly with young people on how to manage safer video calls
- Support, training and tools to address COVID-19 challenges from The Catalyst network, categorised by the top charity needs seen across the sector
- Selection of most useful links/guides/resources circulating the web to help both service users and staff/volunteers to connect & communicate digitally (set up by Citizens Online and crowd-sourced)
- Internet Essentials for those self-isolating who need help to find information and communicate online
- CAST Better Digital Principles a really useful guide for services of any scale
- Voluntary sector Digital Design Principles northwest have created this guide for people who are new to video gatherings.
- Design Principles - Best practice to follow when designing new digital services
- Tech for Good Hub - Learning from Comic Relief Tech for Good Funding/ Grantees
- https://coronavirusadvice.scot/
- Translated Guides to using Zoom (Arabic, English, French, Kurdish, Polish, Somali, Spanish, Tigrinya)
- Mind in West Essex Training Academy offers a digital home learning platform for local organisations to host their courses
- The Essex Map can be utilised in place of a website for organisations with limited funding, in order to offer free promotion and awareness to local residents
- YouthLink Online Youth Work Ideas, Guidelines and Resources
- Catalyst: Service recipes for charities
- 360Giving
Previous DigiShift calls
- Good Services with Lou Downe
Tuesday 16 June at 2.00pm
- Mental Health Digital Service Delivery
Thursday 11 June at 2.00pm
- Data Driven Charities
Tuesday 9th June at 2.00pm
View Brian Hills’ presentation slides
- Community Learning and Development (CLD) Digital
Thursday 4th June at 2.00pm
- Workplace culture, staff wellbeing and remote working
Tuesday 2nd June at 2pm
- Carers Organisations: Digital Service Delivery & Remote Working
Thursday 28th May at 11am
Click here to view the full recording View notes
[a]A huge Handbook, I think your work can enrich it, or enrich some parts of it, and you could also find useful information