We require a commitment of at least 18 months.
Hours: 2 days per week
Context of role:
Volunteer advisers receive full training in the skills needed to help people deal with their problems and learn how to find the information the client needs from our extensive database.
Volunteers are supported and supervised as they begin to give advice and will receive feedback and development opportunities throughout their time with Citizens Advice. There are a variety of roles and tasks up to giving full advice.
Purpose of the role
- To help provide an effective and efficient advice service to members of the public.
- To help influence government and other organisations by informing them of the effect of their actions on the lives of clients.
- Interviewing clients, both face-to-face and on the telephone, letting the client explain their enquiry and helping the client to set priorities
- Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision.
- Acting, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals.
- Completing clear and accurate case records.
- Recognising the root causes of problems and participating in taking appropriate action.
- Keeping up to date on important issues by attending the appropriate training and by essential reading.
- A commitment to continuous professional development.
- Attending internal meetings as appropriate.
- A commitment to the aims and principles of the Citizens Advice service.
- Being open, approachable and non-judgmental.
- Ability to communicate clearly both orally and in writing.
- Ability to sift through information and extract what is relevant.
- A good level of literacy and numeracy.
- An understanding of why confidentiality is important.
- A good level of IT literacy.
- Be able to input data accurately.
- A positive attitude to self-development and assessment.
- Ability and willingness to work as part of a team.
- Ability to recognise their own limits and boundaries in the role.
- Enjoy helping people.