Volunteer Adviser at Citizens Advice

What does the opportunity involve doing?

Purpose of Role :

*Be the first point of contact for Citizens Advice clients (via telephone, face to face, web-chat or email).
*Help with a wide range of issues our clients face.
*Support the general public across all ages and backgrounds.

Main Duties and Responsibilities include :

*Identify and summarise the essence of the problem, using listening and questioning skills sensitively and quickly to identify and assess each client’s situation.
*Establish what the client wants.
*Assess and agree the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and resources.
*Give information from our online Citizens Advice database and other sources to our clients.
*Identify and assess key information about the problem including time limits, key dates and any requirement for urgent advice or action (using the Citizens Advice website, scripts and any other diagnostic tools, as necessary) and more.
*Using IT systems and online resources to accurately record case-notes and client information during client contact.

What induction, training and support is offered?

Benefits, training and support:
*Make a real difference to people’s lives by making sure that clients receive the right support for them.
*Learn about a range of issues such as benefits, debt, employment and housing.
*Build on valuable skills such as communication, listening and questioning.
*Increase your employability.
*Support a range of different people, independently and in a team.
*Have a positive impact in your community.
*Expenses reimbursed.

What skills or qualities are needed?

Skills
*To be able to use listening and questioning skills sensitively and quickly to identify and assess each client’s situation
*To be able to quickly sift through information and extract what is relevant.
*To be confident in the use of computers, the internet and software.
*To be able to input data accurately.
*To have a good level of literacy and numeracy.
*To be open minded, enjoy helping people and show respect for views, values and cultures that are different to our own.
*To have an understanding of why confidentiality is important.
*To demonstrate a positive attitude to self development and assessment.
*To be able to work as part of a team and be flexible and adaptable.
*To be able to recognise their own limits and boundaries in the role.
*To support the principles and values of Citizens Advice.
*To be able to communicate clearly both orally and in writing.
*Willingness to attend training and other meetings.