Trainer Spotlight: Norman’s Story
Behind every journey taken and every new digital skill learned is a dedicated person who
makes it possible. Our transport and digital skills teams not only bring their expertise as they
support people in the community, but also empathy and compassion to every interaction, and
that human connection is what makes a difference.
We sat down with Norman, one of our Outreach Digital Skills Trainers, to talk about
how his experiences and perspective shape the way he helps people gain vital skills,
and how that makes every day unique and deeply rewarding.
Q: Please introduce yourself and your role at Compaid
Hello, my name is Norman. I work as an Outreach digital skills trainer and sometimes help out in Compaid’s centre as well. I have a background in adult learning, and though I’m past retirement age, I enjoy helping people.
Q: Why did you choose to work for Compaid as a digital skills trainer?
Norman: When I retired, I discovered that I missed the constant everyday interaction with others. I wanted to exercise my brain, as well as keep using the skills that I had gained when working for something worthwhile. After seeing a Facebook ad about Compaid, and it being local to where I live, it seemed the perfect opportunity.
Q: What does the average session as a digital skills trainer look like?
Norman: I, alongside the other Outreach trainers, set-up at different community hubs to deliver morning or afternoon sessions to help people use their phones, tablet, or laptops. There are usually several clients booked in for hour slots covering longer term support and learning, but there can also be several “drop-ins” throughout the day when people have a immediate need or question.
For me, a day could can start with a follow up with an older lady on how she is getting on using her new phone and email account, then helping a young man learn how to adjusting the view settings in Word so that he could work on his college assignments more comfortably.
Then I could meet a retired gentleman in his late 70’s who wants to transfer his email history from one ancient laptop to a new one, and finish my day by helping another person who wants to get back into work but has never used a smartphone or computer before. I would guide him on how to use the Job Centre Plus App when applying for new roles and Universal Credit.
Every day is different, but that’s what makes the experience rewarding.
Q: What is your favourite thing about being a digital skills trainer?
Norman: The variety problems, people, and digital applications that keeps my interest. It challenges me to keep up to date and focus on the client’s needs, to improve their understanding, confidence and individual skills.
Q: Are there any notable moments or experiences with clients that impacted you?
Norman: There was a man called Steve who needed help with keeping his PIP records up to date. DWP had provided him with a smartphone, however he lives with a significant visual impairment so didn’t know how to use it and largely couldn’t due to his disability. He had been signposted to Compaid and came to meet me our Tuesday sessions at St Stephens Church in Tonbridge.
After understanding his situation, we provided him with and set up a tablet for him to use instead of the phone. The larger screen, magnify tool and contrast settings made it easier for Steve to see the keypad and use the device on a basic level. Over the next few weeks, I worked with Steve on getting more familiar with the main functions of the tablet, from learning how to turn it on, understanding apps, and setting up a way to get online since he didn’t have WiFi at home.
Steve was so happy and relieved to finally have a device he could use. His confidence really grew after that, and before long, he could answer emails and update his DWP record independently.
It was a great moment to be a part of.
Q: What is something you have gained from being a digital skills trainer with Compaid?
Norman: A detailed understanding of how individual people have, and perceive, their own needs, and their
understanding and confidence in the digital world in which we all live. The role allows me to utilise my
knowledge and understanding, by giving back to those that need support.
Thank you for your answers Norman! We’re so glad to have you as part of our digital skills team!
If you would like to join our teams and make a difference in your community, visit our Get Involved page
and discover all the opportunities available.