Innovation: The Forward Trust Community App
Working with developer agency Yalla Cooperative, The Forward Trust have developed a peer support app which is now available to all members of our Forward Connect peer support service. The app is set to be rolled out to clients in other Forward services where appropriate in the coming months.
Previous digital peer support initiatives
During COVID-19 lockdown, The Forward Trust saw a huge increase in usage of chat groups set up on Microsoft Kaizala (GDPR-compliant version of WhatsApp). Forward clients were able to overcome geographical barriers to exchange vital support for their recovery. Following Kaizala’s recent shutdown, chat groups were moved to Discord and continued to flourish.
While useful alternatives to WhatsApp, these platforms are limited to chat messaging and don’t allow additional functionality or control over branding. Important announcements also easily get lost within message streams. These limitations informed Forward’s decision to move to our own app.
Functionality
The Forward Trust Community App is split into three main tabs: one providing GDPR-compliant chat messaging (in the style of Discord/Kaizala); one for a content feed on which content and announcements can be posted in a more organised format; and one for resources, where Forward staff can add useful materials tailors to clients’ needs.
The app splits users up into groups using criteria including which service the client or staff member is engaged in and their geographical location. The groups in which each user sits dictate the content they see and the fellow clients with whom they can interact. Direct messaging is also supported.
Safeguarding
While any online communication platform comes with inherent risks, Forward’s app presents us with a significant safeguarding opportunity in encouraging clients to engage with each other in a space that Forward can monitor, moderate and evaluate. This contrasts with unmoderated WhatsApp groups which clients have been known to set up for themselves in the past but which Forward has been legally unable to access, leading to difficult incidents on occasion.
Safeguarding measures on the Forward Trust Community App include:
- Clear ground rules presented to every user on signup
- Staff moderation powers and ‘watchwords’ which alert staff when they are used (e.g. expletives, slurs, drug references)
- A visible message appearing when the app is accessed out of working hours, pointing people to the Samaritans or 999 for urgent support
Feedback
Though in its infancy, Forward’s new app has already received positive feedback from clients and staff.
“Great app, easy to use and plenty of useful resources.” – Forward Connect Member
“It is very good to have so we can still have a connection with people. For me, this is what I need for my recovery and journey.” – Forward Connect Member
“I’ve just signed up to this new app and am really impressed with it. This is going to be so useful to so many.” – Forward staff member
Forward are using user feedback to inform ongoing improvements to the app and plan to explore additional functionality such as a calendar tool and appointment booking in the coming year.
The Forward Trust Community app is available to download on the Play Store and App Store, and can be used by all Forward Connect members. Anyone who has engaged with a Forward service is eligible to sign up to Forward Connect and can do so here.