Lost, stolen or sold devices

There can be views and preconceptions about giving devices and connectivity to people at risk of harm from using drugs. This is sometimes because of a lack of understanding, or sometimes through a fear of increasing personal risk. It is an accepted risk within the Digital Lifelines programme that some devices may be lost, stolen or sold. This is the case in any digital inclusion project that provides access to free devices. The reality is that less than 10% of devices have been lost, stolen or sold in this programme.

"We continue to see the impact the cost-of-living crisis is having on the people we support, who are often going days without food and fuel and are living in poor quality temporary housing. Due to this, women are often selling their devices to make use of the immediate funds that may provide some security. However, we have seen some women engaged within the project pawn their devices, and return to purchase these back on their paydays - highlighting the importance of digital inclusion. For some, this is not always possible, however we are continuing to ensure people do not lose access to the unlimited connectivity and can utilise their simcard in another device."

Here are some top tips for navigating the issues of lost, stolen or sold devices:

• Consider the balance of risk when distributing devices, and frontline workers are best placed to make this call. One of the projects funded through Digital Lifelines shared a story whereby they allocated a burner phone instead of a smartphone as staff weren't comfortable with the current risk level of an individual. They didn’t want to be a contributory factor to a drug-related death. The individual later expressed gratitude as he said he would have gone on to sell it for £50.

• Explore the reason for selling devices - the frontline worker is the best person to do this. Allow them to decide whether to replace it if they believe it's improving the life of that person.

• Increase the value of the device over what they would get for it in terms of money. Help people understand that the value device is more than a financial return because it is opening up access and opportunities through digital connection.

• Digital Champion support is vital to helping people understand the value of digital.

• If someone is likely to sell a device, ask them to remove the sim card before they do this. The sim will usually be worth more than the actual device itself, both in terms of money and in terms of being a lifeline.