The Forward Trust has trialled a Digital Inclusion Lead scheme in East Kent, Medway and Southend. This pilot aims to support clients with essential digital tools and support. With digital inclusion leads (DILs) appointed at each community service hub, clients in need can now be given a SIM card (with free limited data, calls and text), enabling them to connect with vital services, stay connected to others and improve their digital literacy.
For individuals dealing with addiction and related issues, digital access is essential for accessing services like the NHS online and entering the job market. Forward has also developed its own digital offerings – such as the Forward app – to overcome physical barriers which can prevent people from accessing support. Still, these naturally require access to digital technology and digital skills to be of benefit.
The pilot
Launched in April 2025, the pilot appointed DILs at each community service hub in East Kent, Medway and Southend. These leads were equipped with a limited stock of smartphones purchased by Forward and SIM cards provided by the UK’s leading digital inclusion charity Good Things Foundation’s National Databank. The DILs offered basic digital support sessions to help clients navigate the digital world with confidence, as well as distributing the smartphones and SIMs where appropriate.
Where possible, DILs are also supported by locally-based ‘digital champion’ volunteers, who are able to offer longer, dedicated one-to-one digital support sessions with clients at service hubs where additional help is requested.
Outcomes and feedback
Over 65 clients have so far received support as part of this initiative, and their feedback has been overwhelmingly positive. Each DIL was able to provide valuable assistance, making a real difference in clients’ lives, with access to smartphones particularly well appreciated. There were even instances of Forward clients citing the support they were provided as key factors in escaping domestic violence, providing them with a source of communication with which they could seek urgent help when required.
‘The work you do here with this is so handy, as there are so many people that are clueless about phones and technology, and I thank you so much for the support.’ – Sittingbourne client
‘My phone and internet are working great! I’ve started using it to reconnect with my family, and I’ve realised it has taken up much of my time that I’ve forgotten about alcohol. Thank you, Forward!’ – Ashford client
‘Being given a phone by Forward has been life-changing for me. It gives me the opportunity to get in contact with services such as the GP and Forward.’ – Medway client
‘The phone and SIM I have been given by STARS have been vital to me. It has enabled me to contact and access various services I would not have been able to, and to contact my Dad.’ – Southend client
Forward will continue offering digital support to clients via DILs and digital champion volunteers, providing SIM cards and smartphones when possible and appropriate.
This blog was originally published by Forward. You can read the original post here.
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