Bridging the Digital Divide: CETMA’s Justice Partnership Offers Lifeline to Vulnerable Communities

In an era where public services are increasingly digitised, CETMA’s partnership with We Are Group (WAG) and His Majesty’s Courts & Tribunals Service (HMCTS) is quietly transforming lives across West Wales. What began as a response to a growing digital exclusion crisis has evolved into a vital support system for individuals navigating complex legal and financial processes, many of whom would otherwise be left behind.

When CETMA first joined forces with We Are Group (then known as We Are Digital) the Courts Contract was still in its infancy. The initiative aimed to help people complete online government forms, from benefit appeals to divorce applications. CETMA saw an opportunity to fill a glaring gap: “Older people and those who never learned how to use the internet were being left in the cold,” explained Elian, CETMA’s digital inclusion officer. “Forms that were once done on paper were suddenly moved online, and no one was offering the kind of support they needed.”

This wasn’t just about tech literacy, it was about access, dignity, and justice.

From CETMA’s vantage point in West Wales, the barriers are stark. Many older residents and those living in poverty simply didn’t grow up with digital tools. “They’re now expected to complete complex online forms with no training,” Elian shared. Even seasoned staff admitted that the forms initially seemed intimidating. “But with time, I understood the process, it’s actually fairly simple once you know what you’re looking at.”

That insight has become the foundation of CETMA’s approach: demystify the process, empower the user.

The work isn’t just technical, it’s deeply emotional. “Some people don’t express any sensitivity during appointments,” Elian noted, “but others tear up or cry.” Years of experience have taught staff when to pause, listen, and offer reassurance. “Sometimes I stop typing and let the person vent. Then I gently guide them back to the task at hand.”

This blend of emotional intelligence and procedural clarity is what makes CETMA’s model so effective.

CETMA’s team undergoes rigorous training through We Are Group, especially when new services are added to the contract. “WAG are very thorough,” they said. “We know what situations we can handle and when to refer users elsewhere.” Trainers also have access to a library of materials to refresh their knowledge as needed.

Safeguarding is paramount. Calls are recorded for training and monitoring, but users can opt out. CETMA also follows WAG’s safeguarding protocols, which include referral pathways for legal advice, mental health support, and addiction services.

Since the project’s launch, one service has stood out: SSCS appeal support. These appointments help users appeal decisions on benefits like PIP, Universal Credit, and ESA. “They’ve become more common over time,” Elian observed. “It shows that people are struggling more and are less willing to let unfair decisions slide.”

The cost-of-living crisis has made these services not just helpful, but essential.

Trust is the cornerstone of CETMA’s outreach. Long before the Courts Contract, CETMA was known locally for its digital inclusion training. “People already knew we understood online systems,” Elian said. That reputation has helped ease fears. “Many users come in thinking the process will be far more complicated than it is. Afterward, they often say how simple it turned out to be, and thank us for easing their worries.”

While CETMA does not single out individual stories, the collective impact is clear. “There’s a long list of users who’ve expressed immense gratitude,” they shared. “Many say they never would’ve been able to make the appeal themselves. Others are thankful we let them talk through their worries during emotional moments.”

These testimonials reflect the programme’s deeper value: restoring agency to those who feel powerless.

CETMA tracks success through weekly appointment numbers, aiming for 20 sessions across all trainers. “When we consistently hit that, we’ll increase the target,” Elian said. Feedback from We Are Group has been overwhelmingly positive. “We’ve been told we’re one of the best centres carrying out the contract.”

It’s a quiet accolade, but one that speaks volumes.

Looking ahead, CETMA is exploring ways to expand digital support beyond the Courts Contract. New services like SEND35 and Gender Recognition Certificate forms are already being added. But scaling comes with challenges. “Outside the contract, we’d have to charge users & many people don’t have money to spare.”

Still, the vision remains: to offer inclusive, accessible digital support wherever it’s needed.

CETMA’s work with We Are Group and HMCTS is more than a partnership, it’s a blueprint for how community organisations can bridge the digital divide together. By combining technical expertise with emotional care, CETMA is helping vulnerable individuals reclaim their rights, one form at a time.

In a world where bureaucracy can feel impersonal and overwhelming, CETMA offers something rare: a human touch in a digital age.

If you have an online government form that you need help with, contact CETMA on 01554 556996, email CETMA on digitalsupport@cetma.org.uk or call We Are Group on 03300 160051. For more info please visit https://cetma.org.uk/projects/we-are-digital/