Lessons learned from the pandemic

Whitney Banyai-Becker shares lessons from a reflection with savings group leaders in April 2021.
Learning through regular reflection is fundamental to the Community Savers approach to achieving positive change for their members and neighbourhoods. In April, Manchester-based savings group leaders came together to share reflections on the last 12 months around:
- What have you learned about your group or your community during the crisis?
- What strengths and challenges have emerged?
- What support does your group or community need now?
- What messages or lessons would you most want to share with a wider audience?
A pre-existing mental health crisis
Community Savers leaders agreed that the biggest revelation was learning how many people were coping with mental health challenges prior to the pandemic, with the repeated lockdowns exacerbating this. Groups have supported people through serious lows and suicidal thoughts from cups of tea in a car park to regular weekly phone arounds. Communities have also rallied around to support people who they know would not ask for help directly, making informal mentions of people in need to their local groups so groups can proactively reach out.
Low-income, working families are some of the worst affected
It was often the working families that needed more support. One leader commented, “A lot of them ended up being furloughed only getting 80% of their wages, but they didn’t have to pay only 80% of their monthly bills”. Many of these families have significantly worsened situations of debt now. Savings groups are reaching out to encourage new people to come along to weekly savings meetings now these are starting up again face to face.
Intergenerational community action
The pandemic revealed how the make up of groups shape their capacity. Many groups in Community Savers neighbourhoods are run by by women with children or by older women (who come from an era, we reflected, where community solidarity was stronger). This meant that a large number of groups had to stop. A big responsibility fell on the shoulders of anyone who was not particularly vulnerable or who did not have overwhelming care responsibilities. There is a need to support groups to mobilise younger and diverse networks of people to get involved in community action.
Open all hours but not equal partners
Group leaders shared their frustration with the lack of proactive partnerships from service providers towards grassroots faith and community associations. Grassroots groups were the first to respond but crisis-response planning took place at higher levels. There is also work to be done to improve service referral processes to groups and a need for stronger relationships. While leaders were sympathetic to the strain on services linked to budget cuts and the crisis itself, they also emphasised that they didn’t have the option to stop work and go home. This contributed to a sense of abandonment – that the first instinct of professional agencies in some areas was to ‘look after their own’, leaving communities to fend for themselves.
“I’m allergic to tins”
Everyone celebrated the amazing efforts of a diverse mix of volunteers, providers, charities and community groups to ensure that people who were sick, shielding or in financial difficulty had food and basic necessities throughout the pandemic. However, the desperate rush to get food to people further highlighted for community leaders the vital importance of the community sector, and, again, how much larger organisations and networks have missed and misunderstood by not involving grassroots groups more actively. Community-run food initiatives found they had people ringing them wanting to donate half their food parcel because it was food that they just couldn’t eat. One person even began claiming they were ‘allergic to tins’ in a bid to try and get some better quality food. There was no fresh produce and an over-supply of tinned goods. Some community projects felt they offered more balanced parcels with a decent balance of nutrition and could have worked in partnership with larger organisations to try and ensure more parcels had a better balance. One savings leader who has been providing food intensively throughout the pandemic explained: “It’s much better to do that because it shows you value the person. When someone has worked up the courage to ask and then gets rubbish food, it hurts and they may never ask again because of that”.
No space to meet
In some areas, community centres and other meeting spaces like churches have remained closed even to peer support groups, which were permitted to meet throughout the lockdowns in recognition of mental health vulnerabilities. Some wellbeing groups had to stop simply because they had nowhere to meet. This sent a message that providers didn’t consider community groups responsible enough to use the space in a COVID-secure way. Leaders discussed how the crisis has further underlined the critical importance of community buildings and space and how an ideal situation might be spaces that can be co-governed with local groups.
The tip of the digital inclusion iceberg
The pandemic has revealed the extent of digital exclusion. There is a need for significant investment in digital upskilling and community leaders stressed that this requires careful thought and tailored approaches – it is not just about providing devices. One leader shared how an agency gave her a Google Chromebook as part of their digital inclusion drive for which she was extremely grateful but did not know how to use claiming: “I may as well have been asked to speak fluent Russian!” Positive experiences of the CLASS-Community Savers Go Digital! initiative were shared. This initiative matched up digital-savvy volunteers to provide tailored support to community leaders from 12 groups across Greater Manchester and Sheffield. Outcomes included big confidence boosts for leaders feeling more capable to use digital technology to run their groups and organise activities online. An important learning point has been that digital exclusion affects people of all ages.
Grants have been a great help, but support is still needed
Leaders reflected that the response of the funding community has been really positive with a good range of small grants channelled to community associations. However, there is a significant lack of support for groups trying to write, submit, and administer proposals and grants. One community leader shared that, “There is specific language that’s needed to be successful”. Monitoring can also be disproportionate to the amount of money being offered taking precious time away from actually doing good work. n the past, the monitoring required has actually inhibited people from doing the actual work. There is a need for more experienced workers on the ground who can support groups to do this. Leaders were also concerned that these crisis grants will disappear now. For many the crisis is not over, these types of grants and additional support are still very much needed.
New friends, deeper local networks
Last but definitely not least, leaders shared how inspiring it has been to witness the pure determination and resilience of local community networks that have helped so many people through this time. They shared experiences of meeting amazing new people across their neighbourhoods and that they are now looking forward to strengthening these new relationships and expanding these local networks over the coming months.
Go Digital: Lessons learned and new horizons

Whitney Banyai-Becker shares reflections on the Community Savers Lottery-funded Go Digital! project, drawing on conversations with volunteer trainers and community leaders.
Of all the many changes thrust upon us by the pandemic, being able to run activities online was definitely an early imperative.
An online survey in April 2020 with Community Savers and Inner-city Exchange groups, generated the information and impetus needed to develop a programme of digital inclusion work: Community groups were clear that there was a need for grassroots support if they were going to be able to support their members and keep some activities going during the lockdown.
Thankfully, CLASS was able to access funding from the National Lottery Community Fund enabling us to recruit six Digital Inclusion Volunteers that would be paired with Digital Champions – members who were nominated by their community groups to receive train-the-trainer support.
Community-based Digital Champions were provided with a range of devices depending on need including refurbished laptops, new tablets and Mobile WIFI hubs to fully equip them for Go Digital skill-sharing sessions. Most pairs got started by January 2021 and since then, over 75 skills-sharing sessions have taken place!
What have we learned about digital inclusion?
Digital skills-sharing focused both on equipping group leaders with skills that would be useful during the pandemic such as organising online meetings, but also skills that are critical for managing a community group over the longer term, like creating files and folders and knowing where to find them again. Importantly, the sessions were tailored to priorities identified by the Digital Champions themselves.
Increased confidence has been a huge outcome from the project. One Digital Champion, Ellie shared for example how: “…I can get quite flustered; it affects your confidence really. So even with finding files and documents… if I’m having to trundle through, I just get discouraged and…it’s a vicious cycle because next time I remember how I felt and avoid it. There has been much less of that dread and because I know how to do it now, I don’t feel so down on myself or intimidated by it.”
But we have learned that building people’s digital skills has significant impacts on people’s confidence more widely. When you can suddenly arrange a Zoom call for your group – you feel pleased that you have successfully used the technology, but its more than that. You feel your confidence growing in organising meetings for the group, it creates a feeling of leadership. Digital Champion Vanessa reflected, “It gives people a wider perspective of what they can do”.
Leaders have also found that it is building their confidence to engage with professional agencies and get the responses that they need. Donna reflected that, “I’m proud of my emailing skills. I had been trying to resolve an issue with my housing, and until now I would always just telephone. I had been phoning but not really getting a response. When I received a letter, I thought, right, I am going not going to keep phoning I will reply by email. And I did… I typed up a very nice, polite, professional and confident email to her. And I got a reply right away!”
The project has also brought people from different generations to work together. One Digital Champion, Sue, shared how: “It’s brought the younger generation to us. It works both ways I think. The older generation with the younger generation – I think that’s good for society. We understand them better and they understand us. I think the whole experience has been very helpful.”
Practical lessons: What works?
- Zoom screensharing and remote-control access was very helpful with online sessions.
- Asking someone how they learn best, and how they found each session, so you can improve how you support them next time
- Highlighting similarities across software: e.g. explaining similar functions between Google Docs and Microsoft word.
- Patience, flexibility and practice is key! Specifically: going at each individual’s pace and adapting to their specific needs and interests
- Encouragement to explore by asking questions, clicking on things to find out what they do, and making mistakes… Everything can be undone!
Practical lessons: What to avoid?
- Teaching too many things in one session.
- Moving on to a new topic too quickly, people need to practice and reinforce
- Making assumptions about what people will already know: some people may not even know how to switch the device on
- Most people prefer face-to-face training when possible and progress is much quicker
Our Digital Future
Members of Community Savers groups suggest that this project will continue to have impacts over a much longer period now that groups have a trained up Digital Champion. Beyond just being able to continue the skill-sharing with a wider set of beneficiaries, the new skills mean that committee members can share roles and responsibilities more widely because people have the digital skills to carry out a more diverse set of jobs: “For the group I think it’s having more people to take on some extra roles… in the future we can divide responsibilities more as we have more knowledge of how to do certain things”, shared Julie from Mums Mart.
The project has also strengthened relationships across the Community Savers network, creating new channels for grassroots solidarity across neighbourhood and city boundaries. Since leaders have learned how to use zoom, the Community Savers Network has been holding a weekly peer support drop-in session to provide a space for community leaders to reflect, learn from, and lean on each other. Groups rotate responsibility for facilitating the discussion on a monthly basis. They have decided to keep this going beyond the lifting of restrictions.
Finally, Community Savers emerged out of a series of international exchanges with South African and Kenyan activists affiliated to the urban social movement Shack/Slum Dwellers International. Leaders are now looking at how to use their new video conferencing skills to strengthen their relationship with their tech-savvy Kenyan mentors at Muungano Wa Wanavijiji!
All in all, Go Digital! has been a real game changer for the Community Savers network. Thanks to the National Lottery Community Fund for making it all possible, and a huge well done to all the Go Digital volunteers and Digital Champions who have worked so hard to make it such a success!
Go Digital!

Lorna Parks shares some reflections on her first few months as a digital inclusion volunteer with GM Savers through our Lottery-funded Go Digital! project
Just before Christmas I started working as a digital inclusion volunteer. With absolutely no experience of supporting people with technology, and by no means a tech expert myself I had no idea how this was going to go - but I was excited to get stuck into a new project.
Unfortunately, due to the latest lockdown, I found myself taking on the challenge of teaching digital skills digitally! Equipped with new tablets and laptops, community members have been getting stuck into our sessions over video calls with me. For a couple of hours every week I have been acting as a tour guide for programmes like Microsoft Word, Google Drive and Dropbox, showing off features and troubleshooting problems. This has involved having a little bit of patience with the technology, but most importantly having a laugh at the same time.
I have been working with members of the Miles Platting Savers group and have been fascinated to learn about the action they take to support their community. There is a real sense of community spirit, and a determination to learn digital skills and adapt to this increasingly virtual way of working. These digital skills sessions will enable the group to continue their work throughout whatever circumstances this year brings.
What have I enjoyed the most?
I have loved developing people’s skills, and enabling women community leaders to have the confidence to use laptops and tablets for both work and everyday things. I feel really proud of the progress the women I am working with are making, and happy to hear about them showing off their new skills to family members and other community savers members. One highlight has been one of my partners excitement on learning that she could type up new recipes on her laptop, and then look at them on the tablet when in the kitchen. The best way to get to grips with new technologies is getting stuck in, so being able to build up excitement around different ways to use it felt like a positive step forward.
What have I found the most challenging?
I felt challenged when the plan changed from meeting up in the community delivering sessions with social-distancing, to delivering them online. However, we have all risen to the challenge, and no zoom meetings have involved kicking people out, or any unkind standing orders (if you’ve missed it in the news, check out the recent Handforth Parish Council meeting!).
What would I say to others who might be thinking about doing this kind of work?
I would simply say – do it! As well as supporting others I have learnt a lot myself, and learnt loads about the work of different savings clubs across Greater Manchester. I have even done my first ever blog post!
Take away thoughts…
Digital inclusion could never be more important than it is now. I have learnt that offering support to someone struggling with aspects of their digital life can be a simple task with a big impact. Everyone is unique and has different digital needs - working at building skills together can increase confidence and knowledge for everyone involved!
Digital inclusion, confusion and that Aha! moment

Tina Cribbin of Hulme Writers & Savers shares reflections on her digital skills-sharing sessions as part of GM Savers Go Digital! project - supported by the National Lottery Community Fund. Sessions are being run remotely through video call since the national lockdown was announced.
Just before Christmas, as usual, chaos reigned in the block. I felt overwhelmed with the number of crisis situations I was dealing with.
One resident who did not feel the need to “get involved in all that, its just not me”, phoned me in a state of crisis. I brought the tablet and set up our new Wi-Fi hub which was quite easy. We were quickly able to get the much-needed support she required.
In a crisis state, I didn’t push her to use the tablet, I just showed how it can be a useful tool. As things moved on, we worked on how to use the tablet as and when, for example, emailing agencies such as the benefits agency and social services. At first, she felt it was a hassle - I said "you need to trust me on this".
We set up her email account and she sent her first email. When I showed her how it could be stored, she said “Aha I get it now! No-one can say I didn’t send it and them lot can’t mess me about!” I think she felt a sense of power for the first time where her life was being controlled by big institutions. This resident has so much stress and never gets any downtime, I showed her how to watch TV on it. “You mean I can watch stuff any time?” I said yes. That night she told me she watched the Housewives of Jersey but fell asleep after two episodes. I said “I’m not surprised” and we both laughed.
My other resident I’m sharing skills with is an older man, when I first brought the tablet into him he said “Get that thing out its neither use nor ornament!” I try and engage with him as and when. I know he loves reading, particularly Irish history. We ordered a book, and it came the next day. He was delighted. It was a picture history of his hometown, Donegal. Recently he’s had a tough time shielding and being very afraid of COVID 19. He received a letter of invitation to have the vaccine administered. The phone lines were impossible, so I was able to use our new tablet to book him in online. We got an appointment quickly and he said “It confuses me the way it works. But it does work!”
I’ve learned that older people are learning best when they learn by doing - when they gain something of importance to them about the engagement and for it to be very informal over a cup of tea. They also like it when I make mistakes on the tablet - the older man I noticed would then try and help me out with “What’s that button for? Could we try this?” and then a whole conversation would take place.
I am no expert and realise I am also learning by doing.
Its the little wins

Tina Cribbin celebrates recent achievements of local residents and members of On Top of the World in Hulme.
In our tower block there was always a sense of hopelessness with the tenants just having given up after years of making no impact upon where they lived no matter how they approached. An example: it took three years to get a bench for residents to sit on. When I think back to all the energy that took!
But after On Top of the World and CLASS began to work together we work differently. We have had lots of little wins like new benches, mobility charging points, support for our digital inclusion work, and now we are developing a partnership with our housing provider One Manchester to look at ways to provide supported accommodation for older people in Hulme. I realised the importance of where you take your concerns and how to negotiate – someone at CLASS said, sometimes, we have to create a space for professionals to help us. It's really stayed with me because previously I would have just blamed the professional for not listening to us and giving us a hard time. These little nuggets are the things I’m soaking up for myself and, more importantly, for my community.
Recently we had a meeting with the Director of Place at One Manchester about supported accommodation and we mentioned the laundry facility in the block being closed and how this impacted on the tenants. She was quite open with us as we now have built a relationship.
The other day, Jack who is 81 came to me smiling – ‘well Tina’, he says, ‘the laundry rooms now open’. I said that’s great. Then he said ‘in our next meeting, what we must do next, is make sure we get a new washing machine!’
This may not seem much but after working with these guys for over three years it is the first time they felt that had the power to make an impact. And the belief that his voice will be heard. How do you measure that?
Since we started up our savings group, I’ve also been able to buy myself a new sofa – it’s the first time in my life I’ve ever bought a sofa new – it’s like I said in our ‘story so far’ report - I was never taught how to manage money because we never had any.
If I could sum up the benefits of working with CLASS as a member of the Greater Manchester Savers network, this would be it…
Change and giving voice to the voiceless.