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This project has been funded with support from the European Commission.This publication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.


e-Facilitator: Professional/skills profiles


e-Facilitator: Professional profileIntroduction:This profile is the result of a compilation of professional/skills profiles by the four partners to the project: AID for French-speaking Belgium, ARCI for Italy, ACDC for Romania, Fundación Esplai for Spain and INFREP for France.Our objective was to identify the common skills of an e-Facilitator, in order to allow for a recognition of both intra-national and transnational outcomes via the creation of Units of Learning Outcomes. The aim of the latter is to identify experiential learning modules for both e-learning and for presentations, among the project partners.


This document is binding only on its creators. It is in the spirit and in the interest of the consortium for this document to be useful to all European countries, and to facilitate the recognition of the professional/skills' profile of an e-Facilitator.

Definition of the profession: An e-Facilitator is a person who provides users with coordination for digital purposes. These services can range from providing assistance to fostering the digital autonomy of users in the critical use of ICT. The e-Facilitator may be an employee or a volunteer. He/she may provide services in different types of places (libraries, employment centres, associations, youth clubs, etc. The variety of experiences of e-


Facilitators within a given country and among European countries was analysed in detail in the course of the VET 4e-inclusion (2009-2001)1


and Raise 4 e-inclusion (2012-2014)2 projects, from which this definition is taken.

Synonyms: Animateur Multimédia (BE), e-Animateur (FR), e-Facilitator (EN and RO), e-Facitlitar TIC (RO), Dinamizador socio-digital or Dinamizador para la e-inclusión (ES), e-Facilitatore dell'inclusione (IT), etc.Summary of key activities - Core Tasks:

Key activity 1: Promoting ICT projects to the public and partners.1 "Multi-country analysis", available on the VET4e-I website: http://www.efacilitator.eu


Key activity 2: Welcoming and informing the public (groups, individuals and organisations). Key activity 3: Introducing the public to the use of ICT.Key activity 4: Leading series of activities relating to projects by organisations and the public.Key activity 5: Providing ongoing management of a multimedia centre


Key activity 1: Promoting ICT projects to the public and partners1.1. Developing activities of the multimedia centre in line with its mission and values 1.2. Contributing to the visibility of the multimedia centre

Key activity 2: Welcoming and informing the public (groups, individuals and organisations)2.1. Welcoming the public2.2. Providing access to the information and knowledge available online or at the multimedia centre2 "Glossary of project terms” http://raise4einclusion.eu/?page_id=9


Key activity 3: Introducing the public to the use of ICT 3.1. Promoting the positive use of ICT, in particular in the social and professional areas3.2. Introducing the public to the first level use of multimedia tools3.3. Raising public awareness of the proper use of ICT, in particular as regards security and respect online3.4. Providing access to knowledge available online 3.5. Providing technical assistance to the public 3.6. Using communication tools and techniques that are appropriate to the target audience


Key activity 4: Designing and leading series of activities relating to projects by organisations and the public 4.1. Designing a facilitation project4.2. Preparing a series of activities4.3. Organising a series of activities4.4. Facilitating the series of activities4.5. Evaluating the series of activities


Key activity 5 Providing ongoing management of a multimedia centre5.1. Filling out administrative documents5.2. Remaining within the allotted budget5.3. Managing the IT equipment5.4. Reporting5.5. Work organisation




e-Facilitator:

Skills profile


Key activity 1: Promoting ICT projects to the public and partners

1.1. Developing activities of the multimedia centre in line with its mission and values


Skills Knowledge Responsibility / autonomy

1.1. A1. Identifying needs in terms of visibility and promotion of the multimedia centre and of the local users' community; understanding the mission and values of the multimedia centre1.1. A2. Identifying his or her actions in

1.1. S1. Knowledge of the cultural context and of local providers 1.1. S2. Knowledge of the host organisation and its values1.1. S3. Observational abilities; active listening and interpersonal communication;

A+C+M: Autonomy 3 Responsibility 3N: Autonomy 1 Responsibility 1


relation to the objectives of the organisation1.1. A3. Within a team, defining projects and objectives that are suited to the aims and values of the organisation (rather than defining a strategic approach).1.1. A4. Developing synergies in the multimedia centre community.1.1. A5. Identifying and implementing innovations and development opportunities

ability to synthesize; ability to work in a multidisciplinary context 1.1. S4. Knowledge of the different projects developed at the multimedia centre


1.1. A6. Participating in projects in synergy with other partners


1.2. Contributing to the visibility of the multimedia centre



1.2. A1. Participating actively in communication campaigns: creating, presenting and disseminating supporting materials for communicating the activities that promote the centre's visibility.1.2. A2. Creating, presenting and disseminating tools for valorising the activities and the structure among funders and partners.

1.2. S1. Communication techniques- Listening and respect for others- Public speaking (voice, gestures, etc.)- Defending and arguing for

choices/proposals- Verbal and non-verbal- Intercultural communication- etc.

1.2. S2. Knowledge of ICT communication



1.2. A3. Identifying the appropriate means of communication depending on the target audience1.2. A4. Developing effective tools of communication that are appropriate to the intended media (TV, newsletter, press, radio, social media, video, etc.)1.2. A5. Participating in the creation and development of social media

tools: media creation software 1.2. S3. Ability to synthesize and popularize1.2. S4. The fundamental principles of design.1.2. S5. Basic grasp of designing techniques: Software for editing and creating content regarding the accessibility parameters.


1.2. A6. Participating in organising promotional events aimed at highlighting the activities of the multimedia centre, its social role within the community, and its team1.2. A7. Participating in evaluating the impact of the promotional activities of the centre, in particular by requesting feedback from the target audience


1.2. A8. Adapting the communication channels to the different target audiences and interlocutors


Key activity 2: Welcoming and informing the public (groups, individuals and organisations).

2.1. Welcoming the public



2.1. A1. Identifying and adapting to different audiences (verbal and non-verbal communication):Taking stock of the the specific needs of audiences (persons or organisations)2.1. A2. Guiding people to / informing them

2.1. S1. The fundamental principles of active listening and the areas of its use

2.1. S2. Public assistance services appropriate to the sector, the region

A+C+M+N: Autonomy 3 Responsibility 3


of the appropriate services, where necessary.2.1 A3. Practising active listening.2.1. A4. Adapting the mode of communication to the specificities of different audiences.

2.1. S3. The rules of professional ethics (respect for persons, professional secrecy, confidentiality, sharing of secrets, limits of the position, etc.)


2.2. Providing access to the information and knowledge available online or at the multimedia centre


2.2. A1. Guiding people to the various services 2.2 A2. Adapting communication

2.2. S1. Adaptability 2.2. S2. Listening, analytical and anticipatory skills



2.2. A3. Making information accessible to different audiences with different needs2.2. A4. Organising access to the multimedia centre and its resources


Key activity 3: Introducing the public to the use of ICT

3.1. Promoting the positive use of ICT, in particular in the social and professional areasSkills Knowledge Responsibility / autonomy

3.1. A1. Promoting the use of ICT for social 3.1. S1. Pedagogical and communication A+C+M+N: Autonomy 3 Responsibility 3


and professional purposes3.1. A2. Fostering the autonomy of users3.1. A3. Adapting the learning tools and channels to the type of audience and the learning objectives.

techniques3.1. S2. Knowledge of ICT tools, Web 2.03.1. S3. Knowledge of the local cultural and institutional context


3.2. Introducing the public to the first level use of multimedia tools


3.2. A1. Introducing participants to the tools in order to help them become autonomous

3.2. S1. Pedagogical techniques; ability to mobilise users3.2. S2. Technical knowledge



3.2. S3. Capacity for popularisation and adaptation


3.3. Raising public awareness of the proper use of ICT, in particular as regards security and respect online


3.3. A1. Raising public awareness of the concept of a secure and respectful internet,

3.3. S1. Familiarity with the public and its characteristics



and ensuring the rules on this matter are followed at the multimedia centre.

3.3. S2. Knowledge of the basic legal rules governing the use of the internet (intellectual property, creative commons, prevention of pirating, etc.) and the communication of personal data3.3. S3. Knowledge of the digital freedoms of individuals and representative bodies 3.3. S4. Knowledge of the basic rules of online civility and the principal phenomena


of internet abuse (bullying, harassment, fraud, theft, sectarian extremism, cybercrime, etc.) and the good habits to adopt to combat them3.3. S5. Confidentiality policies of the main social media3.3. S6. Knowledge of software models: free vs paid



3.4. Providing access to knowledge available online


3.4. A1. Guiding people to the various services 3.4. A2. Adapting communication

3.4. S1. Techniques for developing adaptability 3.3. S2. Techniques for developing listening,



3.4. A3. Making information accessible to different audiences with different needs.3.4. A4. Organising access to the multimedia centre and its resources

analytical and anticipatory skills


3.5. Providing technical assistance to the public Skills Knowledge Responsibility / autonomy

3.5. A1. Resolving problems concerning aspects of technical operation 3.5. A2. Passing on the knowledge necessary for resolving the problems

3.5. S1. Listening, analytical and anticipatory skills3.5. S2. Adaptability3.5. S3. Technical knowledge



3.5. A3. Proposing solutions depending on needs

3.5. S4. Pedagogical knowledge3.5. S5. Knowledge of the most suitable ICT tools for creating content for digital media3.5. S6. Knowledge of the local environment3.5. S7. Reporting techniques


3.6. Using communication tools and techniques that are appropriate to the target audienceSkills Knowledge Responsibility / autonomy


3.6. A1. Public speaking3.6. A2. Mastering non-verbal communication techniques3.6. A3. Conflict management3.6. A4. Forming helping and supportive relationships

3.6. S1. The various communication techniques.3.6. S2. Knowing about specific communication tools for persons with handicaps. 3.6. S3. The various communication techniques.




Key activity 4: Designing and leading series of activities relating to projects by organisations and the public

4.1. Designing a facilitation project



4.1. A1. Designing activities and training that are appropriate to the different types of users of the multimedia centre; harmonising the objectives and contents of the facilitation project with the needs of the target audience.

4.1. S1. Familiarity with the values of responsible citizenship, transparency, the fight against discrimination, concepts of active citizenship, etc.4.1. S2. The administrative or legal steps to be taken, the competent institutions and

A+C+N: Autonomy 3 Responsibility 3M: Autonomy 3 Responsibility 2


4.1. A2. Formulating objectives for series of activities4.1. A3. Planning an educational and methodological process4.1. A4. Defining and creating digital learning resources4.1. A5. Defining tools for evaluating the learning and the activity

resource persons necessary for carrying out a project.4.1. S3. Various techniques, tools and media for use in the activities4.1. S4. Various pedagogical processes4.1. S5. The steps involved in a series of activities4.1. S6. Evaluation:

Various evaluation techniques


The role of evaluation, Analysis of the results, Self-evaluation,

etc.


4.2. Preparing a series of activitiesSkills Knowledge Responsibility / autonomy

4.2. A1. Proposing activities or projects that foster individual or joint creation and/or social cohesion among the public

4.2. S1. The administrative or legal steps to be taken, the competent institutions and resource persons necessary for carrying out



4.2. A2. Identifying the resources needed (human, digital) and available for use: partners, contributors, financial, human and logistical infrastructures, etc. 4.2. A3. Identifying the constraints4.2. A4. Identifying potential collaboration in conducting the activity envisaged4.2. A5. Ensuring consistency among the methods used, the activities, and the

a project.4.2. S2. Various techniques, tools and media for use in the activities4.2. S3. Various pedagogical processes4.2. S4. The steps involved in a series of activities4.2. S5. Evaluation:

Various evaluation techniques The role of evaluation,


missions and objectives of the organisation4.2. A6. Preparing the evaluation:

Determining the modalities for evaluation,

Establishing the criteria, Identifying the qualitative and

quantitative indicators relating to the objectives of the series of activities and of the project

Analysis of the results, Self-evaluation,

etc.


Determining the conditions for satisfaction

4.2. A7. Preparing a document describing the series of activities



4.3. Organising a series of activities

Skills Knowledge Responsibility / autonomy4.3. A1. Planning the series4.3. A2. Preparing the spatio-temporal framework for the series of activities4.3. A3. Managing the necessary materials

4.3. S1. Time management4.3. S2. Internal regulations 4.3. S3. Management of tasks.



4.4. Facilitating the series of activities

Skills Knowledge Responsibility / autonomy 4.4. A1. Creating a preparation form 4.4. A2. Presenting the sequence and launching the process 4.4. A3. Welcoming the group: establishing

4.4. S1. Leading the activities 4.4. S2. The development of a group during the series of activities 4.4. S3. The means of communication



the rules governing the life of the group and laying down the framework 4.4. A4. Eliciting the active participation of the public and, where applicable, fostering the emergence of projects 4.4. A5. Giving concrete shape to learning processes for living together as a group: training through action, metacognition 4.4. A6. Developing the different stages of

within a group 4.4. S4. Situational leadership: the positions taken by the facilitator in leading a group 4.4. S5. The tools of group management: non-violent communication (NVC), negotiation, mediation, conflict management, stress management, etc. 4.4. S6. Socio-constructivism, the project's


the series of activities 4.4. A7. Leading the group and managing the relationships with it 4.4. A8. Managing the materials with the group and fostering participants' sense of responsibility 4.4. A9. Providing written records where necessary 4.4. A10. Responding to unforeseen

pedagogy, etc. 4.4. S7. First-aid techniques and principles of evacuation 4.4. S8. Knowing how to welcome and guide persons with handicaps (visually or hearing impaired, etc.)


situations 4.4. A11. Identifying the dangers and alerting the appropriate person or services in order to protect any person at risk.

4.5. Evaluating the series of activities



4.5. A1. Analysing the relations between the objectives and the results, drawing on the indicators defined when preparing the series of activities4.5. A2. Carrying out an evaluation on an individual and/or group level

4.5. S1. Role of evaluation in the life of a group4.5. S2. The fundamental principles of evaluation4.5. S3. Evaluation techniques4.5. S4. Reporting techniques

A+C+N: Autonomy 3 Responsibility 3M: Autonomy 3 Responsibility 2


4.5. A3. Self-evaluation4.5. A4. Analysing the results of the series of activities with the team4.5. A5. Passing the results on to those in charge4.5. A6. Making whatever material and methodological readjustments may be necessary in the light of the results of the analysis


4.5. A7. Following up on the evaluation


Key activity 5: Providing ongoing management of a multimedia centre.

5.1. Filling out administrative documents



5.1. A1. Managing registrations, reservations, etc.5.1. A2. Gathering useful information5.1. A3. Using and filling out the relevant administrative documents.5.1. A4. Following procedures

5.1. S1. The main administrative forms5.1. S2. The organisation's procedures5.1. S3. Basic office skills5.1. S4. A few techniques for drafting various types of text: reports, letters, etc.5.1. S5. Protection of personal data.



5.2. Remaining within the allotted budget


5.2. A1. Remaining within the budget for the activities envisaged

5.2. S1. Basic grasp of spreadsheet software ( calculation sheets)



5.2. A2. Following the procedures as regards accounting documentation5.2. A3. Keeping and managing a cash register5.2. A4. Following the accounting standards of the multimedia centre.5.2. A5 Ensuring the proper use of the centre's resources, notably in line with budget requirements

5.2. S2. Grasp of basic principles of accounting for budget management.


5. 3. Managing the IT equipment.



5.2. A1. Configuring the internet and an intranet5.2. A2. Providing first-line maintenance of the computing equipment at the multimedia centre5.2. A3. Organising technical monitoring of the multimedia centre's areas of activity5.2. A4. Installing the computers and peripherals

5.2. S1. The various components of a computer.5.2. S2. Basic knowledge of LAN5.2. S3. Knowledge of programmes and software, the main publishers and the most economical means for optimising technological resources5.2. S4. Technical knowledge linked to the general maintenance of the equipment



5.2 A5. Installing software that is appropriate to the needs of users and to the activities offered5.2. A6. Providing preventive, adaptive and corrective maintenance of computing materials5.2. A7. Creating and managing networks such as working groups5.2. A8. Adapting the tools and their use to

5.2. S5. The indicators of obsolescence of equipment.5.2. S6. The regulations in force governing IT security


the target audiences5.2. A9. Organising the terms of user access to the centre and to its documentary resources



5. 4. Reporting


5.4. A1. Providing administrative follow-up 5.4. S1. The principles of project A+C+M+N: Autonomy 2 Responsibility 2


of the activities put in place by the facilitator at the multimedia centre (activities, raising awareness of ICT, promoting the centre, developing partnerships, etc.)5.4. A2. Providing the necessary feedback to the regulatory authority (line manager or regulatory authority)5.4. A3. Producing activity, administrative

management5.4. S2. Organisation charts5.4. S3. Administrative and financial rules relating to the management of a multimedia centre


and financial reports for those in charge, partners and funders.



5. 5. Work organisation



5.5. A1. Periodic planning of the centre's activities5.5. A2. Coordinating participants (e.g. volunteers)5.5. A3. Organising logistics 5.5. A4. Organising the terms of access to the centre

5.5 S1. Management and organisation of one's own work schedule5.5 S2. The management and organisation of one's own tasks to be fulfilled5.5. S3. Concepts of management





e-Facilitator:

Training profile



Correspondence table UAA1 ⇒ Promot-

ing ICT projectsUAA2 ⇒ Facil-itating activ-ities relating to the use of ICT

UAA3 ⇒ Providing ongo-ing manage-ment of a mul-timedia centre

Key activity 1: Promoting ICT projects to the public and partners


1.1 Developing activities of the multimedia centre in line with its mission and values 1.2 Contributing to the visibility of the multimedia centre Key activity 2: Welcoming and informing the public (groups, individuals and organisations)2.1 Welcoming the public 2.2 Providing access to the information and knowledge available online or at the multimedia centre Key activity 3: Introducing the public to the use of ICT3.1 Promoting the positive use of ICT, in particular in the social and professional areas 3.2 Introducing the public to the first level use of multimedia tools


3.3 Raising public awareness of the proper use of ICT, in particular as regards security and respect online 3.4 Providing access to knowledge available online 3.5 Providing technical assistance to the public 3.6 Using communication tools and techniques that are appropriate to the target audience Key activity 4: Leading series of activities relating to projects by organisations and the public4.1 Designing a facilitation project 4.2 Preparing a series of activities 4.3 Organising a series of activities


4.4 Facilitating the series of activities 4.5 Evaluating the series of activities Key activity 5: Providing ongoing management of a multimedia centre 5.1 Filling out administrative documents 5.2 Remaining within the allotted budget 5.3 Managing the IT equipment 5.4 Reporting 5.5 Work organisation


UAA1 ⇒ Promoting ICT projects

General objective: The e-Facilitator must be able to promote ICT projects with different stakeholders (associations, businesses, young people, adults, the elderly, etc.) in compliance with the codes in place, in collaboration with the other members of the team in order to develop new opportunities for partnership and/or projects.

Operational objectives:

Identifying needs in terms of visibility and promotion of the multimedia centre and of the local users' community; understanding the mission and values of the multimedia centre

Identifying his or her actions in relation to the objectives of the organisation


Within a team, defining projects and objectives that are suited to the aims and values of the organisation (rather than defining a strategic approach)

Developing synergies in the multimedia centre community Identifying and implementing innovations and development opportunities Participating in projects in synergy with other partners Participating actively in communication campaigns: creating, presenting and disseminating supporting materials for communicating

the activities that promote the centre's visibility Creating, presenting and disseminating tools for valorising the activities and the structure among funders and partners. Identifying the appropriate means of communication depending on the target audience


Developing effective tools of communication that are appropriate to the intended media (TV, newsletter, press, radio, social media, video, etc.).

Participating in the creation and development of social media Participating in organising promotional events aimed at highlighting the activities of the multimedia centre, its social role within the

community, and its team Participating in evaluating the impact of the promotional activities of the centre, in particular by requesting feedback from the target

audience. Adapting the communication channels to the different target audiences and interlocutors Identifying and adapting to different audiences (verbal and non-verbal communication)


Taking stock of the the specific needs of audiences (persons or organisations) Guiding people to / informing them of the appropriate services, where necessary Practising active listening Adapting the mode of communication to the specificities of different audiences Guiding people to the various services Adapting communication Making information accessible to different audiences with different needs Organising access to the multimedia centre and its resources


UAA2 Welcoming the public and facilitating activities relating to the use of ICT for different target audiences, in accordance with the objectives of the institution.

General objective: the e-Facilitator must be able to conceive and draft a full action plan for multimedia activities intended for different types of audience (children, adults, the elderly) as well as to facilitate a multimedia learning workshop starting from methodological choices that favour a socio-constructivist approach to learning



Promoting the use of ICT for social and professional purposes Fostering the autonomy of users Adapting the learning tools and channels to the type of audience and the learning objectives Introducing participants to the tools in order to help them become autonomous Raising public awareness of the concept of a secure and respectful internet, and ensuring the rules on this matter are followed at the

multimedia centre Guiding people to the various services Adapting communication Making information accessible to different audiences with different needs


Organising access to the multimedia centre and its resources Resolving problems concerning aspects of technical operation Passing on the knowledge necessary for resolving these problems Proposing solutions in accordance with the needs Public speaking Mastering non-verbal communication techniques Conflict management Forming helping and supportive relationships


Designing activities and training that are appropriate to the different types of users of the multimedia centre; harmonising the objectives and contents of the facilitation project with the needs of the target audience

Formulating objectives for series of activities Planning an educational and methodological process Defining and creating digital learning resources Defining tools for evaluating the learning and the activity Proposing activities or projects that foster individual or joint creation and/or social cohesion among the public Identifying the resources needed (human, digital) and available for use: partners, contributors, financial, human and logistical

infrastructures, etc.


Identifying the constraints Identifying potential collaboration in conducting the activity envisaged Ensuring consistency among the methods used, the activities, and the missions and objectives of the organisation Preparing the evaluation Determining the modalities for evaluation Establishing the criteria Identifying the qualitative and quantitative indicators relating to the objectives of the series of activities and of the project Determining the conditions for satisfaction Preparing a document describing the series of activities


Planning the series Preparing the spatio-temporal framework for the series of activities Managing the necessary materials Creating a preparation form Presenting the sequence and launching the process Welcoming the group: establishing the rules governing the life of the group and laying down the framework Eliciting the active participation of the public and, where applicable, fostering the emergence of projects Giving concrete shape to learning processes for living together as a group: training through action, metacognition Developing the different stages of the series of activities


Leading the group and managing the relationships with it Managing the materials with the group and fostering participants' sense of responsibility Providing written records where necessary Responding to unforeseen situations Identifying the dangers and alerting the appropriate person or services in order to protect any person at risk. Analysing the relations between the objectives and the results, drawing on the indicators defined when preparing the series of

activities Carrying out an evaluation on an individual and/or group level Self-evaluation


Analysing the results of the series of activities with the team Passing the results on to those in charge Making whatever material and methodological readjustments may be necessary in the light of the results of the analysis Following up on the evaluation


UAA3 Providing ongoing management of a multimedia centre

General objective: The e-Facilitator must be able to identify and assemble the key components of a computer and to install and update software. Providing administrative management and abiding by the budgets agreed in order to ensure the smooth operation of the centre.


Managing registrations, reservations, etc.


Gathering useful information Using and filling out the relevant administrative documents Following procedures Remaining within the budget for the activities envisaged Following the procedures as regards accounting documentation Keeping and managing a cash register Following the accounting standards of the multimedia centre. Ensuring the proper use of the centre's resources, notably in line with budget requirements Configuring the internet and an intranet


Providing first-line maintenance of the computing equipment at the multimedia centre Organising technical monitoring of the multimedia centre's areas of activity Installing the computers and peripherals Installing software that is appropriate to the needs of users and to the activities offered Providing preventive, adaptive and corrective maintenance of computing materials Creating and managing networks such as working groups Adapting the tools and their use to the target audiences Organising the terms of user access to the centre and to its documentary resources Periodic planning of the centre's activities


Coordinating participants (e.g. volunteers) Organising logistics Organising the terms of access to the centre

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