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Volunteer Roles

Receptionist/Telephone Assessor

If you would like to gain experience in working directly with the public, then this is a great opportunity to learn customer service skills.

Our reception staff are the first point of contact for our clients, they give assisted information, signpost to external agencies and/or allocate to Advisers

Receptionists also help clients access other advice services in their local area.

Research & campaigns

For every case that comes to the bureau a case record is completed. When trends are found, our research & campaigns team  identify issues and recommend action that can be taken.

This involves conducting research and campaigning to organisations or in the media by  writing letters and reports, building up a media file of local problems, writing press releases and setting up a local social policy network with other agencies, organisations and community groups.

IT support/administrator

Our IT Support/Administrator volunteers assist our IT Manager to maintain our IT systems and to resolve any IT issues.

They gain experience in working with networks, maintaining & upgrading PCs, troubleshooting IT problems and maintaining our website.

Good customer service skills, basic IT skills as well as the ability to communicate effectively are necessary in this role.

Telephone Assessor/Adviser

Volunteers train as Telephone Assessors first before training as Generalist Advisers.

Telephone Assessors carry out initial assessments with clients when they first contact the bureau, identifying next steps, emergencies and deadlines with the support of the Advice Session Supervisor.

They book appointments with Generalist Advisers and/or Project Advisers according to the nature of their enquiry and criteria of our projects.

Telephone assessors will also signpost/refer to external organisations.

Call back clients in response to SMS message to conduct a telephone assessment.

You will be trained on Casebook (our case recording system) and on the of services available in each borough

Advisers interview clients at a pre-booked appointments about their problems in the areas of Debt, Welfare Benefits, Housing, Employment, Immigration, Consumer, and Family & Personal.

Advisers diagnose the problem, proposing options for the client to able to progress their enquiry.

Advisers provide in-depth advice, negotiation and advocacy on behalf of clients. They act on behalf of the client where necessary, negotiating with third parties on the telephone, drafting and writing letters.

Advisers record the interview using the case recording system and also identify social policy issues for local and national campaigns.

Completion of the Adviser training and assessments leads to the award of Citizens Advice Adviser certificate.