Digital Advice

Offering excellent progression opportunities, the digital advice coach role is ideal for people who are friendly and approachable and who have the ability to use the internet to find information and complete online forms and transactions.

Not all clients need to speak to an adviser - some just need help to find the right information. Others need support to use digital services. Our Digital Advice Coaches provide just that, helping clients to use things such as online PC’s, benefits calculators, price comparison sites and online forms. In doing so, they help to build the skills and confidence of clients to find information online and use digital services like registering for housing, claiming benefits or applying for a job.

These are some of the things you could be doing as a digital advice coach:

  • Explaining the service to members of the public

  • Supporting clients to use digital tools

  • Helping clients to access the appropriate information, self help resource or service provider

  • Identifying when clients need to be referred for more help

  • Signposting clients appropriately to suit their needs following agreed protocols

  • Recording client numbers and issues

Where and when can I volunteer?

A lot of people want to volunteer close to home so that they can make a difference in their own community.  With thirteen digital hubs across the city, including one in the city centre, there is a venue within easy reach in most areas of Manchester.  Please see here for more details of locations and opening hours. This role requires a minimum commitment of three hours per week in community locations and four and a half hours a week in the city centre. This role operates during school hours Monday to Friday making it an ideal opportunity for people with childcare responsibilities or those who want to avoid rush hour traffic! 

Will there be training?

The initial training for the Digital Advice Coach role consists of two one day training sessions and some self study. You would also be required to observe/shadow a member of the digital team/an experienced volunteer during your initial induction period.

What opportunities are there to progress?

After three months volunteering in the Digital Advice Coach role, volunteers who have demonstrated their commitment and reliability will have the opportunity to undertake further learning to enable them to progress to the role of Telephone Triage Assessor. Learning for this role would involve further self study (around twenty hours), a one day training course and several observation sessions.


Alice's Story

I had just finished working on a temporary contract and I felt in limbo as to what to do next. I knew I wanted to develop new skills to enhance my employability, but I also wanted to be able to give something back at the same time. 

I started volunteering at the Town Hall drop in service helping people to access advice and information online. Although this role was face to face, it gave me a good understanding of the problems people can have and where to help them to look online to find the answers they need. This really helped me when I had progressed through my training and decided to develop my skills further as a Telephone Triage Assessor.

“It has been so rewarding to be able to help people, build their skills, confidence and support them to use digital services. The best part of helping is when the client leaves the service with a big smile and a big thank you. It just shows how giving to others makes one happier and healthier. Volunteering has provided me with a sense of purpose.
— Fatma - Digital Support Volunteer