The Project Set out to Meet the Following National Outcomes

EXECUTIVE SUMMARY / In one short paragraph please describe this project and what it has achieved.
We will use this in any future publicity material.

The Live IT Sidekicksproject is a vibrant partnership between Midlothian Council Library Service and the Volunteer Centre Midlothian. The project supports individual learners as they progress from computer illiteracy to full participation in today’s digital society. To achieve this, it engages a team of volunteer tutors called “Sidekicks” who teach computer skills on a one-to-one basis to people of all ages throughout Midlothian. All such tuition is provided free of charge and is delivered in Live IT learning centres in Midlothian. At present, there is a dedicated team of 20 volunteers whogive their time and skills to help bridge the digital divide in our community. 713volunteering hours have been given by Sidekicks between April 2009 and March 2010. 253 learners have received (or are still receiving tutoring) since the project began in June 2007. Participating in the project provides both Sidekicks and learners with a greater sense of self worth, improved skills and confidence and real personal development. It makes a significance difference to the lives of all those involved.

PLANNING / · a clear rationale, defined processes and focus on stakeholder needs
· contributes to organisation’s goals, community plan and SOA, and national policy context

The project set out to meet the following National Outcomes:

National Outcome 3: citizens improve skills and become more successful;

NationalOutcome 7: we help tackle the significant inequalities in Scottish Society;and

NationalOutcome 15:our public service is high quality, continually improving, efficient and responsive to local people’s needs.

In addition the project aims to support Midlothian Council achieve successful outcomes in its Corporate Strategy in particular:

Objective 5: Improving Opportunities for People in Midlothian theme 4Increase Access to, Participation in and Outcomes from Lifelong Learning;and

Objective 6: Delivering Responsive, Efficient and Effective Services to the People of Midlothian.

To achieve these outcomes the Live IT Sidekicks project aims to improve the confidence and IT skills of 300 learners,and recruit and train 50 volunteers between June 2007 and December 2010. IT skills to be developed depend on the needs of the learner, but have included setting up an email account, using Microsoft Office packages, digital photography, Internet shopping, genealogical research and financial literacy. The project contributes to the implementation of the Scottish Government’s agenda of social inclusion in the information age as outlined in its 2007 strategy “Digital Inclusion- in Partnership.”

The provision of free access to computers, a range of software, the Internet, assistive technology and staff help in all libraries in Midlothian ensures that any citizen able to visit a library has equal access to information and communication technologies. The Live IT Sidekicks initiative together with free IT classes provided by Community Learning & Development (CLD) in libraries provides opportunities for the digitally excluded to develop the necessary skills to participate in and take advantage of online services.

A need for the Live IT Sidekicks service was identified by library staff who reported that large numbers of library users were keen to use the library computers, but didn’t know how. Some users, particularly the elderly, were reluctant to take part in group IT tuition provided by CLD because of embarrassment at their lack of computer knowledge. Others had attended computer classes but due to lack of confidence felt unable to ask for help with specific problems. To address this need, the Library Service began a pilot programme which consisted of a small number of volunteers who taught basic IT skills to library users. Based on the success of this pilot, a formal partnership between the Library Service and the Volunteer Centre Midlothian was formed.Big Lottery Funding was secured to employ a PT Coordinator to manage the project. To date we have taught 253 adult learners, so the project is on target to achieve its overall goal.

DELIVERING / · implemented in all relevant areas and across all the required stakeholders
· carried out in a structured and logical way , using robust and sustainable methods

The Live IT Sidekick initiative is delivered through the nine libraries in Midlothian’smaincommunities. The Live IT Sidekicks Coordinator manages the day to day operation of the scheme and supervises the volunteers. Library staffplay an important role in promoting the scheme, supporting learners and spotting potential Sidekicks. An important stakeholder group comprises volunteers, and the opportunity to become a Live IT Sidekick is available to all over the age of 16 who wish to share their IT skills with others. As the aim of the project is to reduce the digital divide that exists in Midlothian,it is importantto target deliveryto those who benefit most from the project. The primary stakeholdersare those who wish to learn IT skills at whatever level suits them. Most learners are around 55and over the age group whichdigital illiteracy rates are highest. Others include jobseekers who recognise that not being able to use a computer is a barrier to employment, and families on low income who would like to access a wider range of products at lower prices using the Internet. Reaching these primary stakeholders has required partnership working between the Library Service, the Volunteer Centre, Careers Scotland, MALANI (Midlothian Adult Literacy and Numeracy Initiative), New Leaf Adult Guidance and Development Serviceand JobCentrePlus.

The project is managed by a steering group consisting of the Director of the Volunteer Centre Midlothian, senior Library Service staff andthe Live IT Sidekicks Coordinatorand meets on a quarterly basis.

The beauty of this model is its simplicity and reach. A Midlothian-wide publicity and promotion campaign advertises the need for volunteers and learners. Volunteer Sidekicks are recruited using the stringent policies and procedures adopted by the Volunteer Centre. Once interviewed potential volunteers are Disclosure Scotland checked and then undergo a training programme to ensure they understand what is required of them including boundaries which should be maintained between them and the learners. As part of their training each volunteer Sidekick receives an induction folder which contains: guidance notes, Sidekicks job description, volunteer handbook, library membership form, Midlothian Council Acceptable Use of Computers policy, list of libraries and opening hours, tuition record form, learner feedback and evaluation form, display screen equipment self assessment health & safety checklist, an expenses form, and a range of tuition material including list of useful websites, keyboard skills, beginners course and proficient course. Volunteers meet quarterly to share good practice, discuss ideas and socialise. Two members of library staff are Sidekicks.

Using volunteers to deliver the frontline service means that more learners can be supported and receive a high quality learning experience. The other benefit is the flexibility of tuition which can be tailored to the need of the individual learner. Local libraries pass onto the Live IT Sidekicks Coordinator contact details of individuals requesting the support of a Sidekick. These individuals are then paired with a Sidekick at their local library or put on a waiting list for a specific library local to them. An advantage of this arrangement is that learning is delivered locally. The Sidekick books a computer in the library’s Live IT computer centre and arranges to meet the learner, at which time they will discuss boundaries, health and safety issues, learning outcomes, learning styles, timescales and how to dissolve the relationship if there are any problems. At the end of the period of tuition the learner completes an evaluation formwhich is returned in confidence to the Coordinator.

INNOVATION + LEADING PRACTICE / ·Demonstrates leading practice
· Achieves genuine innovation or new ways of working

The Live IT Sidekicks scheme is a highly effective and successful development of other IT buddy schemes. The policies and procedures built into the initiative are stakeholder-focussed ensuring that the views and needs of all involved are catered for. Library staff, Volunteer Centre staff, volunteer Sidekicks, learners and other partners know that their input is valued and that the scheme makes a difference to all those involved.

The Live IT Sidekicks scheme is recognised nationally and locally as demonstrating leading practice having won two awards:

• in November 2008 it won Talk Talk’sInnovation in the Community Award which was presented in the House of Lords. It was one of 30 projects selected from 2,200 entries. The awards are given to organisations that best demonstrate how they use technology in an innovative way; and
• in June 2009 it won the Lothian & Borders Police Award for Service to the Communityas part of the 25th anniversary of Volunteers Week, a national event which recognizes the vital contribution made by volunteers.

In September 2009 Midlothian’s Provost, Cllr Adam Montgomery hosted a presentation ceremony to recognise the scheme’s success and the contribution thatthe volunteer Sidekicks had made to that success. Each Sidekick received a certificate signed by the Provost recognising their achievement. In his speech the Provost acknowledgedthe impact of the project on digital inclusion and the quality of the learning and volunteering experiences provided.

Using Volunteers within a simple and robust setup makes for a model of good practice. The Sidekicks scheme was used as an example of good practice as part of the Volunteer Centre’s successful application for the Investing in Volunteers Standard.

RESULTS + IMPACT / · a convincing mix of customer perception and internal performance measures
· clear line of sight to the delivery of the Single Outcome Agreement
· a full range of relevant results showing improvement over time

Project milestonesand target numbers of learners and volunteers to be engaged were set at the outset of the scheme. Reports of achievement and progress of the project as a whole are tabled at each quarterly steering group meeting, providing statistical and qualitative data. Each learner completes a feedback and evaluation form providing qualitative data on the effectiveness of the scheme. Quality assurance is provided by the Investing in Volunteers Standardawarded to the Volunteer Centre. The learners’ confidence and skills in using a computer are recorded before and after tuition. This allows the Coordinator to gauge how effective the project has been to the individual, and provides an opportunity for learners to shape the project through feedback. In addition, Sidekicks take part in an annual survey which looks at how the project is run and asks for suggestions on how it could be improved.

Evaluation

The project commissioned two independent reports, the first to evaluate the project and the second to explore ways of developing and sustaining the scheme. The first report published in May 2009 found:

“The project ... appears to have gone some way to establishing best practice in working with volunteers. The project has achieved high levels of satisfaction with both learners and volunteers.

Learners show a substantial change in their level of confidence in using computers as a result of their sessions with volunteer Sidekicks, and speak very highly of the volunteers.

Volunteers are very enthusiastic about their role and gain a great deal of satisfaction from it. In some cases they have felt that they have developed personally with the project acting as a turning point for them. On average volunteers have increased their knowledge of IT and tutoring, are slightly more confident and have slightly higher self esteem as a result of volunteering as a Sidekick.

The project is popular with library staff who see LIVE IT Sidekicks as an important means of learners gaining support which they themselves would otherwise struggle to find the time to provide. They have seen learners and volunteers benefit from tutoring.”

The second report published in August 2010 identified three areas for sustained development.

A total of 253 learners have received support from Sidekicks and a total of 45 volunteers have been trained as Sidekicks. Currently, 20 Sidekicks are actively working with learners, and as a result 9 learners have attended group training sessions in addition to their one to one tuition; one learner has moved on to ECDL; one learner has been accepted on a computing and English skills course; another learner has moved into volunteering and a number have attended computing classes in their local libraries.

Sidekicks have participated in a number of library-based partnership activities, including: working with photographic images, using a computer for arts and crafts activities, supportinga family history class, drop-ins for Silver Surfers’ Days, and sessions on how to write a CV. A couple of other examples:

Midlothian Adult Literacy and Numeracy Initiative (MALANI)

A Sidekick attends a weekly adult literacy class held in the library and provides IT support to help develop learners’ literacy skills.

Remembrance 90 Event 8 November 2008

Five Sidekicks attended an event in Penicuik Library to commemorate the 90th anniversary of the signing of the First World War Armistice. Approximately 80 people participated in a variety of activities including getting help from Sidekicks to use the Ancestry.co.uk website, use a scanner and upload photos to a BBC website.

Feedback from Sidekicks:

“As 'sidekicks', I think weaided on the overall success of the day. There were certainly a lot of people there.”

“The sidekicks seemed to be engaged for the whole of the session …. I spent most of the time showing peoplehow to search the WW1 Ancestry site and occasionally we made a significant hit. In the main people went away satisfied that they had the confidenceto follow things up at home.”

“The best moment was when someone came withmedals and documents relating to a relative who served in the navy duringWW1. We were able find the relative on the national heritage site, which keepsnaval service records… Hewent away delighted to continue the search at home.”

Volunteer Sidekicks

From the retired IT lecturer to the self-taught stay at home mum, Sidekicks come from all walks of life. Whether working or retired most Sidekicks are looking for a challenging opportunity to allow them to fill up their spare time and give something back to their local community. Others are hoping to change career and want to gain experience of tutoring and working with people. Whatever the motivation, they all share a passion for computers and a desire that more people should experience the benefits and pleasures that using a PC can bring. David, one of our Sidekicks, working with a learner in Bonnyrigg library writes:

I have been a Sidekick now for over a year and have tutored over 20 learners. It’s great when I see a client’s confidence building or when I help them do something they didn’t think they could. Once they get it they’re raring to go! I focus on what the client wants to learn, not what I want to teach them and giving them encouragement and seeing them improve gives me a great sense of satisfaction.

Our learners

There is no such thing as a typical learner. Sidekicks work with people of all ages with very different skills and knowledge relating to IT. Some of the people that they tutor are too old to have used computers at school and many haven’t encountered them in their working lives. Others are trying to improve their skills to get back into the job market. For many, the motivation is to become familiar with the Internet in order to fully participate in modern day society. Meet one of our learners, Andrew:

Andrew has been blind since his early twenties. He used to lead a very active life but now has mobility problems which have made it it difficult for him to find work. He is interested in local and Scottish history and was keen to do some research on the Internet. His Sidekick spent a number of weeks sitting with him and became his ‘eyes’. He was so motivated by his weekly Sidekicks meetings that he decided to buy a specially adapted computer of his own. He also went on to train as a volunteer oral history interviewer, with a local project. Sidekicks made a real difference to his life and he would recommend it to anyone.