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Working in a crisis can lead to necessary ‘fire-fighting’, tackling problems as they arise. Having to work reactively diminishes time for reflection and understanding, making it easy to lose track of whether approaches are right for families and for staff. Take stock by pausing and reflecting together, and with families, on what has happened, what has worked and what you’d like to change or adapt. This time is vital for recognising strengths and identifying new approaches. Although this is the first step, it is worth returning to; it can help save energy and resources further down the line and supports organisational resilience as you steer your ship through uncertain waters!
What we learned from practitioners:
‘This last year we’ve had to be very reactive. It’s been about who’s got good broadband at home, what restrictions are there, who is most comfortable on zoom, which groups need us most... but we want to be more strategic with how we use our energy now the dust has settled and we are more comfortable with online tools.’ - Nursery manager
Bushy Leaze has been planning for the summer and for in-person delivery resuming, they have been listening to the families they work with to make sure services are tailored to their needs and preferences. They’ve found that some families can’t wait to get back to in-person delivery, but others prefer online or would like a mix. So, Bushy Leaze is taking stock: what tools, policies and training does it need to make sure it’s able to move as seamlessly as possible between remote delivery and face to face and when is each needed and wanted?
Our top tips for taking stock and resetting:
Give permission to take a step back and rethink:
As a leader ensure you are protecting time for yourself and your team to pause, reflect and plan.
As a team consider how to do this in a way that works for you, perhaps through regular ‘taking stock’ meetings or having a dedicated person who helps everyone take a fresh look at the delivery plans.
Take time to listen to what is happening for your families right now and into the future, rather than trying to start from where you were before.
Reflect and learn from what has happened before, but ensure you’re starting from where you and the families you work with are at now.
Use this moment to think strategically about what to continue, what to let go of and what to amplify:
Think about what methods and approaches are working well and what should be stopped or adapted.
Consider how you will use successful methods and where you want to try something new.
As a team acknowledge and honour the loss of what is ending, before embarking on your next steps.
Change is difficult and can often come with a sense of loss. It’s important to acknowledge this in order to step into new opportunities positively and hopefully.
Remember that you can’t pour from an empty cup. Taking time out just for you, is good for everyone!
Protecting time to pause may feel like a luxury but it is necessary for personal and organisational wellbeing and longevity.
Learn more:
READ - How to take a step back from work-Welcome to the Jungle
The research showed that many families can’t wait to get back to in-person sessions to connect with organisations and with each other. For some, however, remote services met their needs in ways they wouldn’t have expected. Whether they are struggling to leave the house with a new baby, are housebound because of a disability, lack confidence in groups or have other access needs, digital skills will have an important role in making sure all families are supported in the future. It’s possible you’ll have begun to develop digital skills already and will likely have identified others you’d like to learn or improve. Work together as a team to understand the next steps in building individual and organisational digital skills and confidence. Make use of the resources that are already out there and support each other to continue to facilitate high-quality remote delivery as part of a hybrid offer.
What we learned from practitioners:
“Video conferencing has felt very formal and business-like to us... as early years practitioners we’re used to cups of tea, eye contact, a hand on the shoulder, or a walk in the park. Very often we are side by side rather than face on and that’s important for building trust. It's been enormously challenging to recreate that nurturing environment outside of seeing parents in our setting... but we are slowly learning.” - Early years nursery manager
Bushy Leaze has committed to ensuring all staff feel confident in delivering their hybrid model of face to face and remote service options, including new staff. To support this, they have introduced a ‘nurturing remotely’ training to their staff induction. This training is based upon best practice resources and also upon key lessons that Bushy Leaze has learnt over the COVID-19 pandemic. By combining what they’ve learnt and what they’ve found helpful they’re gaining confidence as a team. They feel positive that families will be able to receive the benefit of human connection that their family support service offers, both remotely and in person.
Our top tips for building digital skills and confidence:
Embrace digital/remote delivery in some form- it can bring huge benefits!
Remote delivery means that millions of families who were previously shut out can now benefit from services in ways that work for them.
Considerations such as disabilities, ill health, caring responsibilities and domestic violence can mean that being able to connect remotely offers families new options and possibilities.
Model digital inclusion and confidence from the top:
As a leader, model being open to learning and developing new digital skills and support your team to develop their confidence.
As a team consider how to ensure that staff who work remotely are also fully included.
Co-design digital training and development together:
Work together to identify what you’re great at and what you’d like some more help with.
Make use of resources that are already available to gain new skills.
Create time and space for everyone to gain confidence in digital delivery
As a leader guide your teams through their digital learning journey empathetically, avoid pushing or rushing them.
As a team acknowledge when someone needs more time or support to build digital skills.
Learn more:
TRY - Understand your digital strengths and weaknesses - - NCVO
LEARN - Free digital training - THE CURVE
WATCH - Digital safeguarding training - BEYOND
Digital inclusion is about more than helping families with devices and data. It is about working with them to understand their ‘digital door’. Some families may only have a smartphone or feel more comfortable on Facebook messenger than on Zoom. Some may need to access events or support outside of office hours via recorded videos or 1-1 messages. There is no one size fits all approach.
Consider what channels you have available as a service and how families interact with them. For example, social media platforms allow families to engage informally and in their own time. Others, such as Zoom workshops, give people the option to access a targeted activity. It’s important to understand families’ digital needs and preferences, alongside what their hopes are for accessing your service. Strive to ensure you have a range of digital options that provide genuine choice and support families to reach their goals.
What we learned from practitioners:
“Most families do have devices...sometimes just a phone, but they can still engage digitally...ensuring that what we deliver is still accessible from smaller devices is vital.” - Early years practitioner
Koala NW’s has a programme called ‘Virtual Buddy’. It is targeted at families who are struggling to engage with services online. Their first step is to identify these families and promote the offer through universal services. A trusted volunteer will then deliver a series of 1-1 sessions on the families’ preferred platform e.g. WhatsApp, phone, or video call. During this time, they seek to understand each family’s digital needs and help them to overcome their biggest barriers, whether these are confidence, skills, equipment, language difficulties or data. Koala NW is using this hands-on, targeted, support to understand families ‘digital doors’ and ensure they’re able to walk through them.
Our top tips for opening the digital door:
Take time to understand and meet people’s digital needs as an important first step in your offer:
Needs may be practical factors, such as getting an affordable smartphone, or personal ones, such as gaining confidence with the device they have.
Ensure your service offer has provision for meeting digital needs, as well as for its core activities.
Provide multiple and parallel options for engagement to increase accessibility and inclusion:
Access options could include; Recorded sessions, repeated events, updates and promotional material through-the-post, and regular posts on social media and the website.
Plan how to make these remote delivery options inclusive, so everyone is able to benefit equitably.
Make sure people can join online services via their phone:
This was the main device families had access to, it’s important to think through how your remote options would work on a phone, not only a computer or laptop.
Make your engagement fun and valuable for families, right from the start:
Use your creativity to build fun and meaning into digital interactions, as you would in face-to-face options.
Keep channels active and open so that parents can find their way back to your services in their own time:
Don’t accidentally close your ‘digital doors’ so that families aren’t able to get back into your service!
Learn more:
RE-USE - Digital mentor service - Techmates
RE-USE - How to distribute devices in your area - REBOOT
RE-USE - Digital inclusion case studies- Ministry of Housing, Communities & Local Government
READ - Digital accessibility do’s and don’ts - Government Digital Service