Volunteer Advice/Information Assistant

What will you do?

● Complete an introduction to Citizens Advice and training for your role

● Talk to clients face to face, over the phone, or online to explore what

problems they’ve come for help with and identify the right level of support

for them

● Set clear expectations with clients about how the service operates and

what they can expect and what we need from them

● Book internal appointments and/or make referrals to other local

organisations if appropriate

● Using our IT equipment and software, complete a summary of the client\'s

problems and what action you’ve taken

● look out for problems that are common or unfair, and raise these with our

internal team to use in our research & campaign work.

Some examples of what you could do:

● find information online about applying for a benefit and show the client

where they can access this for themselves

● book an appointment for the client to see a debt adviser to discuss the

money they owe to the landlord and energy company and provide them

with details of the information they need to have available for their

appointment.

● Use the Frontline system to make a referral to another local organisation.

Skills

What do you need to have?

You’ll need to:

● be friendly and approachable

● be non-judgmental and respect views, values and cultures that are

different to your own

● have good listening skills

● have excellent verbal and written communication skills

● have good maths and IT skills

● be able to understand information and explain it to others

● be able to keep calm under pressure

● be willing to learn about and follow the Citizens Advice aims, principles

and policies, including confidentiality and data protection

● be willing to undertake training in your role