My mum is a support worker (for the elderly) and they did the same thing a couple of years ago, everything changed from paper to online. All the staff were given work smart phones (nothing fancy just one from tesco etc).
It does seem odd that they won't provide work phones. I don't see why she should have to fork out the money to buy one. Seems a little unfair to me.
My mum was also given training and shown how to use the phone/app and upload details about her clients/calls and time sheets etc. My mum is the same and not tech savvy at all. She's only just joined whastapp about two months ago.
Thank you so much for your reply. Really appreciate it as not sure what the norm is in the sector. That gives me the confidence to call them up on her behalf and ask pertinent questions. In a nice way of course. I just feel they fob her off. I will also let her know of your reply. Thank you.