EmpowerNet – supporting digital inclusion for people experiencing homelessness

Summary

EmpowerNet was a partnership programme designed to help adults experiencing homelessness or insecure housing use a device and get online. By supporting people to be digitally included, they can more easily access healthcare, housing, benefits, education and employment as well as achieve their goals.

The University of Sussex led the programme with Turning Tides, Stonepillow and Health Innovation Kent Surrey Sussex (KSS).  The Department for Science, Innovation and Technology funded the project through the Digital Inclusion Innovation Fund.

EmpowerNet evaluated, codified and scaled the digital inclusion hub model developed by Sussex based charity Turning Tides. The model combines devices and practical, client-centred support in trusted community settings. A toolkit shares the learning so other organisations can embed the approach to tackle digital exclusion.

You can watch a seven minute summary of the programme below:

Challenge

People experiencing homelessness or those in secure housing can find it harder to access digital services. Many essential tasks, from booking healthcare appointments and managing benefits to contacting housing services, rely on internet access. Being connected can also help people to stay in touch with emergency support, family and friends.

Having a device is only part of the answer. People may also need data, somewhere to charge their device, and support to build the skills and confidence to use online services and become more independent.

EmpowerNet provided digital support through welcoming drop in hubs, where digital champions work alongside clients to help them use technology to access services and connect with others.

Approach

The Turning Tides’ digital inclusion model was adapted and introduced at Stonepillow hubs in Bognor Regis and Chichester. Support was provided across five community hubs across West Sussex, with devices given to people experiencing homelessness

Staff and Digital Champions began with clients’ needs and priorities. These included managing their health, feeling safer while rough sleeping, staying connected with mental health services, finding secure housing, accessing education and work opportunities.

Devices and support were matched to each client’s needs, with planned and drop-in sessions covering device set-up, everyday tasks and ongoing help.

The approach focused on people’s strengths, building confidence and supporting greater independence. Digital Champions Forums helped teams share learning and improve delivery.

The University of Sussex led the project evaluation, in partnership with Health Innovation KSS, to demonstrate impact and capture learning. The team used session records, device records, client interviews and feedback from frontline staff.

Health Innovation KSS helped to share the learning with health and care partners via a national showcase and webinars, supporting wider understanding of the model and its potential for use elsewhere.

Impact

EmpowerNet reached more than 200 adults and provided 128 devices. People completed their main digital task in more than 80% of supported sessions.

The results also show increased confidence, skills and independence. Of those supported, 77% felt able to complete the task without help next time, while 72% developed new skills. Everyone who attended the digital inclusion hub three or more times had greater confidence in using digital tools and technologies.

Clients were better able to access essential services including accessing healthcare, managing benefits and other support. One client said: I can use my new phone, which means I can now access my appointments easier and engage with M/H services.”

EmpowerNet also helped people to reach their goals, such as improving their English or accessing educational courses.

One client shared “I love the computer. It has started me writing my book, or my novel… I could have a career. That’s what it’s given me.”

Access the toolkit

EmpowerNet has brought its learning together in a toolkit: A model for scaling digital inclusion: insights from homelessness and housing insecurity services.

It includes guidance, training materials, record templates and resources to help organisations adapt the model to their local needs and deliver support safely.

Find out more about our work to address health inequalities.