October 27th 2026
For many people who draw on care and support, digital technology provides connection, independence and choice. But it can also introduce risks that are not always easy to manage.
Jacqui Darlington is a Think Local Act Personal (TLAP) National Co-Production Advisory Group Member, she is also a person who draws on care services while caring for and supporting her adult son, Joshua, who has Down’s syndrome, autism and no understandable speech.
Jacqui kindly and openly shared her personal experience of the challenges she faces when care requirements and cyber security considerations come together. She described managing a daily, time-consuming process that brought both increased mental load and a time impact that significant.
Here we share her thoughts and experience alongside key takeaways and practical actions care providers can do to support.
The everyday, lived experience
Jacqui manages her own cyber and digital experience and supports her son daily. The intention is to provide Joshua with the digital support to keep him safe online, which also having boundaries and guards in place to ensure he is safe.
Jacqui is very clear that she is keen for Joshua to maintain as much independence as possible, at the same time the pressure of managing cyber security challenges is only becoming more challenging.
“Joshua is much more likely to follow what he finds interesting online and has less awareness of risk. There is a constant need to balance access and safety. I often find myself sending six emails a day to organisations who have his data, cancelling sign-ups. It can take an hour a day, easily.”
Everyday activities such as using social media, opening emails and shopping online can create challenges when there is requirement to navigate online prompts, adverts or requests for information. The issue becomes much more acute and vulnerable when you add in cyber security.
Rather than restricting access to technology, Jacqui has focused on practical safeguards that allow Joshua to use a smartphone, email and social media while receiving support when needed. This includes monitoring email activity and helping manage online interactions that could lead to unwanted contact or risky decisions.
Perceived simple solutions are rarely effective. Devices with fewer features can reduce risk, but they may also limit opportunities for communication, creativity and inclusion.
When security becomes a barrier
“I understand the need for additional security but measures such as two-factor authentication can create big difficulties for people who need support to access services. PAs or carers just don’t often have the time to work through these things. Having multiple access points and passwords is hard to keep track of.”
As digital systems become more secure, there is a risk they may also become less accessible without appropriate support arrangements.
What care providers can do
There are several practical steps care providers can take:
- Ensure all staff receive basic cyber security awareness training, not just managers or digital leads.
- Review how people are supported to access email, social media, banking and online services safely.
- Use proportionate safeguards, such as spending limits, controlled balances or third-party oversight where appropriate.
- Recognise that support needs may change over time and regularly review digital support arrangements.
- Consider how staff will support password recovery, device replacement and account access if something goes wrong.
- Make sure cyber incidents are explained in clear, non-technical language so people, families and carers understand what has happened and what action they need to take.
Key takeaway
The experience shared by Jacqui is far from unique, it’s shared by millions of families and individuals. It’s a reminder of the nuances and need when considering digital support in a care providing environment, and illustrates that cyber security and digital inclusion must go hand in hand.
The goal is not simply to prevent risk, but to help people use technology confidently, safely and with as much choice and control as possible.
Published as part of Digital Care in Focus: Cyber Security – October 2026
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