Digitalisation of welfare rights and the role of intersectionality

In this blog, we explore the challenges faced by the communities we support in Norfolk, based on primary data gathered over many years of advocacy work. Our reflections are also shaped by conversations with advocates working in deprived areas, where institutions and professionals often fail to carry out outreach work. Over a six‑month period, our advocacy interventions supported more than 1,800 people (see the Impact Report summary here) who face systemic barriers linked to the intersection of different aspects of their identity, such as age, disability, race, gender, and economic and social disadvantage. 

A person is depicted in an outline style, appearing to be falling into a smartphone, from which beams of light emanate, symbolising the immersive and consuming nature of technology. Image by Pheladi Shai from Pixabay

One of the main barriers we identified is the digitalisation of welfare rights, which has a significant impact on disabled people. For many of us, navigating online systems can already feel confusing and stressful. For people with learning disabilities, migrants facing language barriers, or older Deaf people, this experience is often overwhelming. These people are already affected by multiple inequalities, and being expected to use digital platforms to access healthcare, benefits, repeat prescriptions, or even pay bills can feel frightening and impossible. 

When people are unable to speak to a human being and explain their situation, the consequences can be serious. These include benefit sanctions, loss of access to healthcare, exposure to scams, misleading job offers, cuts to essential services, and increased loneliness and isolation. 

As one of our advocates asked, “If we weren’t here, what would happen to these communities?” This question highlights the importance of advocacy as a tool for social justice and equality. Advocates meet people where they are, recognising the full complexity of their lives. The goal is not to change people, but to build trust and confidence so they can feel safe, informed, and able to make their own decisions. 

For some people, advocacy support is very practical: translating forms, helping to open bank accounts, accessing online systems, making phone calls, or visiting them at home. Sometimes, it is simply about letting someone know they are not alone. At the same time, advocacy plays a crucial role in shaping policies and bridging gaps between communities and the state. Through this work, advocates help prevent problems from becoming crises and support people in a compassionate, holistic, and sustainable way as they manage daily life. 

When disability intersects with age, race, sexual orientation, class, nationality, or trauma, people often experience multiple layers of exclusion. For example, older adults who are also neurodivergent may struggle to access proper healthcare when appointments are held over the phone. Important details can be missed, leading to misunderstandings, mistrust in services, and difficulty accessing the right diagnoses or treatment. 

Our advocacy work shows that institutions often focus on just one issue in a person’s life, while ignoring the wider picture. However, the lived experiences of our communities reflect Audre Lorde’s words: “There is no such thing as a single‑issue struggle, because we do not live single‑issue lives.” 

These reflections point to the urgent need to understand the barriers faced by the most vulnerable people and to use an intersectional approach to challenge discrimination and systemic inequalities. Digital‑by‑default systems, in particular, exclude people with learning disabilities or language barriers, increasing anxiety, fear, and isolation. A one‑size‑fits‑all approach to accessing rights does not work and leaves many people behind. 

We call for a more compassionate and holistic approach to supporting vulnerable communities, and for open conversations about these issues. What is easy or convenient for some can be a major barrier for others, especially for disabled people. Recognising this is essential if we are serious about fairness, inclusion, and equal access to rights.