From apps and websites to portals and social media, the world is at your fingertips. Jill Misson explores how to navigate the digital landscape to access support and information for your army family…
We have come to expect information to be instantly available somewhere on the internet. Anything you need to know, just reach for your mobile phone and look it up.
“Digital resources are the easiest way to keep families updated on a wide range of policy issues, be it information about housing, education, health or immigration, or providing a way for families to contact service providers for support or assistance,” says Rachel Smith, AFF Head of Policy.
How do you know whether you can trust the information you find? Rachel says the AFF website – aff.org.uk – is always a reliable resource: “We provide army families with the most up-to-date information there is from the chain of command, MOD and other agencies to ensure they are always as well informed as they can be.”
New Families Hub
The MOD has launched an online portal called the Families Hub, part of the Discover My Benefits tool, as a direct result of feedback from the Families Continuous Attitude Survey and other research. Find it at discovermybenefits.mod.gov.uk/families
Head of Armed Forces Families and Safeguarding, Nick Pett, says: “Our user research showed that over 90 per cent of service family members would find it helpful to access information through a one-stop shop platform.”
A new app from the UK government will also simplify access to services such as applying for childcare or reporting a lost passport. A digital wallet will allow certain documents to be available on your phone such as your driving licence and the Veteran Card.
More personal approach
Although online access is handy, you may sometimes prefer a more personal approach. Rachel says: “We are not a purely digital organisation so we make it easy for enquirers to contact us in a range of ways that suit their needs.”
AFF has a dedicated and experienced telephone-based enquiries team who can offer support to callers or ensure that the most appropriate specialist member of staff contacts them. Staff also attend unit briefings, welfare officer briefings and other in-person events across the UK. The Overseas team speaks to army families wherever they are posted.
Postings abroad have been made easier since the introduction of new ways of communicating online with friends and family back home.
AFF Overseas Manager, Esther Thomas, says the world is more connected overall: “Since COVID many more schools are offering virtual parent evenings, which is a huge benefit for those overseas with children in boarding schools in the UK. There are now great opportunities to undertake virtual training and further education, if there is flexibility with time zone differences and being able to record seminars and lectures.
“On the employment side, some global companies operate 24/7 call centres so having employees dispersed in different time zones can be advantageous.”
Online portals
Another positive step is that more resources are now available online for families whereas information was previously often only accessible by the serving member. Online portals now exist for Cyprus, Brunei and USA with more digital resources in the pipeline. They can be found at britishforcescyprus.info, britishforcesbrunei.co.uk and BDSUS.info
AFF is encouraged by this progress and hopes it will make it easier for army families to independently research and navigate the complexities of living abroad in order to make the most of the posting.
Easy-to-use resource
Katherine Houlston, AFF Foreign & Commonwealth Specialist, advises non-UK families who must apply online in order to enter and remain in the UK. She says: “The best resource is the AFF website as we have taken everything relevant from the Home Office website and presented it in a way that is easy to navigate and understand.”
AFF has introduced self-help videos online which take applicants through the process of completing forms step-by-step. See aff.org.uk/advice/foreign-commonwealth/self-help-videos
For families moving from England to Scotland, Wales or Northern Ireland, there are dedicated pages on the AFF website. These provide guidance on areas such as education and healthcare where there are differences in provision to be aware of.
Healthcare goes digital
“We are encouraging army families to download the NHS App as it allows medical information to be held in one place and can be transferred when the family moves,” says Karen Ross, AFF Health and Additional Needs Specialist.
She adds: “There are limitations as young people must be 13 years or older to access it. Parents can have proxy access, but not if they are serving and registered at a Defence Primary Healthcare (DPHC) medical centre. However, serving personnel cannot use the NHS App yet, which we have raised.”
Functionality varies between Integrated Care Boards and is different in Scotland and Wales. Trusted sources of support for mental health and wellbeing online include Headspace, Kooth, Togetherall and HeadFIT. For more, see pages 38 and 39.
The Army Parents’ Network (APN) provides a space online for peer support and to access reliable information. The closed Facebook community has a verification process to ensure that only eligible serving army parents can join.
“We take the security and privacy of our community seriously and our administrators actively monitor membership to prevent unauthorised access,” says APN Chair Ben Davey. See ‘Army Parents’ Network’ at army.mod.uk
He explains: “This platform allows for a deeper level of interaction and support among army parents that may not be possible in an open public forum. Members can feel more comfortable sharing sensitive information and connecting with others who understand their unique challenges.”
Administrators identify and address any misinformation promptly and members are encouraged to verify the information they share and to cite official policy sources when necessary.
Parents should educate themselves and their children to ensure a safe digital environment, says Ben: “This includes setting privacy settings on social media accounts, being cautious about sharing personal information online and monitoring online activities.”
He also recommends using reputable sources for staying informed about the latest trends in online safety such as the UK Safer Internet Centre, NSPCC and ChildNet.
Beating isolation
Being able to work remotely has opened up new possibilities for spousal employment but it can be isolating. Donna Burns from the Military Coworking Network (MCN) encourages spouses and partners to join the MCN Online Community.
She says: “We are funded by the Armed Forces Covenant Fund Trust so there’s no financial risk or commitment to worry about.
“Membership is all about benefits and opportunities, including free access to an exclusive resource library packed with some fantastic resources across topics related to career, business and wellbeing designed to educate and inspire; a great selection of online learning and development events to support growth and drive connection, plus opportunities to connect informally with people who share your experiences and challenges.”
Forces Families Jobs is an online gateway to employment and training with vacancies advertised by employers who have signed the Armed Forces Covenant. For more see page 25.
Remote interview tips
When applying for any new job, your interview may be held online rather than in person.
The Forces Employment Charity recommends preparing by fully charging or plugging in your device and testing your internet connection, camera and microphone. It is worth having a back-up plan like having your phone handy in case of technical issues.
You should position your camera at eye level to maintain good eye contact and sit somewhere quiet and well-lit with a neutral background. Don’t forget first impressions matter so dress professionally, sit up straight and smile!
Digital poverty
If someone is unable to access online services when, where and how they choose to, it is referred to as digital poverty. This includes households who can’t afford to pay for broadband or mobile data or those who don’t have enough internet-capable devices. Having poor connectivity where you live is also a problem.
Rachel Smith says: “AFF has been involved in supporting residents in Aldershot who were experiencing slow broadband and helped to get faster broadband installed to the impacted SFA; however we are aware there is always more work that needs to be done to improve broadband speeds in other areas.”
Organisations are making a commitment to the Digital Poverty Alliance Charter for Digital Inclusion. Rachel Penny, Acting Pro-Vice-Chancellor (Students) for The Open University, explains why they were the first university to sign up: “We’re passionate about making education accessible to all, and we know that technology can often be a major barrier for prospective students.
“This brings together a host of support initiatives for students including, but not limited to, funding towards devices and internet access, free Microsoft 365 and training in essential digital skills.
“We are also part of the National Digital Inclusion Network, which means OU students can find support at local hubs, digital training and free mobile data through the National Databank.”
AFF continues to reinforce the message that families need clear and accessible resources. Rachel Smith says: “We are very mindful that some of the communications that families need are behind an MOD firewall so the serving person is the ‘gatekeeper’ of information as families cannot access it.
“We work with the army and MOD to be the translator of that information to families, but more needs to be done to be able to provide the suite of digital communications that families need and expect in today’s world.”