Volunteer Adviser at Citizens Advice

What does the opportunity involve doing?

We are currently recruiting Volunteer Advisers to be the first point of contact for Citizens Advice clients (primarily via telephone and email). All Advisers start as a Level 2 and then progress to Level 3. In order to volunteer with us in this role, we ask for a minimum commitment of one year and two morning or afternoon sessions per week. Please do ensure you have the time to commit to volunteering with us.

An example of what an Adviser Level 2 might do:
•Find the information online that explains how to apply for Housing Benefit in a client’s local area and explain it to them
•Identify what steps a client can take to resolve their problem with a second hand car
•Help a client find and understand what steps they can take to deal with their rent arrears

What induction, training and support is offered?

Training is provided for this varied role over a ten week period and includes a weekly, three hour in-house session, plus six weekly sessions for observing an experienced Volunteer Adviser. There is also some home study/reading. It is a big commitment, but one that makes a big difference!

What skills or qualities are needed?

Personal Skills and Qualities Needed:
•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

Please apply downloading the application form available on our website.