Digital skills, real-life impact - Robert's TechMate journey
Robert volunteered as a TechMate to help residents develop the digital skills and confidence needed to navigate everyday life in an increasingly digital world. Motivated by a desire to support others and share his knowledge, he provided personalised, one-to-one assistance to residents with a wide range of needs and experience levels.
Robert’s story
During my time as a TechMate volunteer, I supported a diverse range of residents, each facing different digital challenges. While their goals varied, a common theme emerged across all sessions: a lack of confidence and limited experience with technology.
One resident had received a Chromebook as a Christmas gift but had very little experience using a computer. They wanted to learn the basics so they could use the device independently. Through one-to-one guidance, I helped them develop practical skills such as navigating the Chromebook, browsing the internet, and accessing websites and online services confidently.
I also supported residents who were seeking employment. One learner needed help using online job search platforms such as Indeed and Glassdoor. Together, we created accounts, explored the websites, and developed their understanding of how to search and apply for suitable vacancies. Another resident was keen to find work but did not have a CV. I helped them create their first CV, giving them a foundation they could continue to build on as they progressed in their job search.
Another learner wanted to make better use of their smartphone but lacked confidence using its features. I supported them in learning practical skills such as editing photos, capturing screenshots from videos, and organising images into albums. These seemingly simple skills helped them get more value from technology they already owned and use it more effectively in their daily life.
Across all of these examples, the greatest barriers were not the devices themselves, but uncertainty, low confidence, and a belief that technology was too complicated. Through patient support and encouragement, residents became more comfortable using digital tools and more willing to explore technology independently.
Support provided and impact
The support I provided was always tailored to the individual, focusing on building knowledge, confidence, and long-term independence rather than simply completing tasks on their behalf.
A key part of my approach was making technology accessible. I adapted my communication style to suit each learner's level of understanding, avoiding technical jargon and instead using clear, straightforward language. Complex tasks were broken down into manageable steps, and I regularly checked understanding to ensure learners felt comfortable and supported throughout the session.
This approach had a significant impact. Residents who initially lacked confidence became more willing to experiment with technology and complete tasks independently. Some gained the skills needed to access online services without assistance, while others took important steps towards employment through job searching and CV development. Many left sessions feeling more empowered and capable of solving digital challenges on their own.
The experience also highlighted the importance of flexibility as a volunteer. One learner had short-term memory difficulties, which required me to adapt my approach further by providing detailed written instructions, repeating information where necessary, and allowing them to progress at their own pace. By tailoring support to their needs, they were able to build confidence and continue practising independently between sessions.
Another challenge was that residents occasionally brought devices or software that I had not previously used. Rather than seeing this as a barrier, I researched the technology alongside them and identified solutions together. This helped demonstrate that digital confidence is not about knowing everything; it is about being willing to learn, adapt, and find answers when needed.
Resident feedback
One piece of feedback has stayed with me and perfectly captures the wider impact of the TechMate programme.
"It made me feel much more confident seeing that you didn't always know the answer straight away and sometimes had to look things up yourself."
This comment highlights an important lesson about digital inclusion. Many people believe that confident technology users have all the answers, which can make technology feel intimidating and out of reach. However, technology is constantly evolving, and even experienced users regularly encounter unfamiliar devices, software, and challenges.
By seeing that learning and problem-solving are normal parts of using technology, the learner's perspective changed. They realised that digital confidence is not about knowing everything. It is about having the willingness and skills to learn, explore, and find solutions when needed.
The Power of TechMate volunteering
This experience demonstrates the value of TechMate volunteering beyond simply teaching digital skills. The programme helps people build confidence, independence, and resilience. By providing personalised, patient support, TechMates empower residents to overcome barriers, access opportunities, and feel more confident navigating an increasingly digital world.
Whether helping someone use a new device, apply for jobs online, create their first CV, or get more from their smartphone, the impact extends far beyond the session itself. Residents leave with practical skills, greater self-belief, and the confidence to continue learning long after the support has ended.
Posted on Thursday 27th August 2026