What Volunteers Do
We are currently looking to recruit people for the following volunteer roles:
Adviceline Telephone Assessors
Do you have good listening skills and a few hours a week to spare? As an Adviceline telephone assessor you would:
- Be the first point of access for Citizen Advice clients when they ring the Adviceline number
- Deal with a wide range of client’s problems and issues
- Support members of the public of all ages and backgrounds
- Give information from the CAB electronic information system and other sources to the client
- Refer clients for more specialist advice where appropriate
- Keep records of all clients’ cases on the database
- Help prevent future problems by identifying issues that affect a lot of clients.
Advisers use a wide range of skills to assist clients with their problems – interviewing clients, exploring the issue, checking for associated problems, researching information, identifying next steps and options for the client, and sometimes taking action on the client’s behalf. Advisers aren’t expected to know all the answers – you will have access to a comprehensive information system, and the training will focus on how to use this system. As an adviser, your key duties will include:
- Interviewing clients to explore their problems and identify how the service can best help them.
- Providing clients with information and advice to help them resolve their problems
- Identifying options available to clients and helping them make an informed decision about what they want to do next.
- Where appropriate, giving clients practical help – making phone calls, writing letters, or helping clients to complete certain forms.
- Accurately recording all cases on our case recording system. This will enable us to offer a more efficient service if the client returns for further help.
- Collecting information about different problems our clients have, and using them to inform our research and campaigning work.
Research and Campaigns volunteer
Our research & campaigns work aims to improve the policies and practises that affect people’s lives. The role is ideal for anyone with an interest or background in research and social justice. Experience is not necessary as full training will be provided. In the role you would be expected to:
- Involve service users.
- Carry out client / waiting room surveys.
- Collect and analyse qualitative and quantitative evidence from a range of sources.
- Explain and discuss research and campaigns with new trainees.
- Promote discussion with advisers about issues in research and campaigns bulletin, newsletters and evidence papers.
Personal specification for client facing roles
Specific qualifications or experience are not required to train for these roles. You need to:
- Be good at listening
- Have a good manner when talking to people
- Have a good telephone manner
- Have basic computing skills
- Be open minded and non-judgmental
- Enjoy helping people
These are diverse roles and you will not be expected to know it all! We provide all Advisers/ Assessors with training, which will help you develop the skills you need to deliver an excellent level of service to clients. Once fully trained we will continue to support you throughout your time as an Adviser / Assessor.
Trustee Board Members
All Citizens Advice Bureaux are independent charities, governed by their own board of trustees, who are ultimately responsible for the quality and range of the service. Day-to-day control is delegated to the bureau manager, but Trustees:
- Set the overall direction and support the development of the bureau
- Ensure the bureau meets the needs of the local community and the NACAB membership standards
- Employ CAB staff and control bureau finances
- Earn and retain the respect of important and influential people and organisations in the community, including funding bodies
- Ensure the bureau complies with relevant laws
CAB trustee boards need people from all sections of the community with a wide range of different skills, experience and perspectives. Trustee boards tend to meet in the evenings, making this a flexible role, which trustees often fit around a full-time job. A full induction into the trustee board’s role and responsibilities will be provided.