Your role will be to answer our telephone helpline and carry out an assessment of the issues presented by clients to help them find the information they need to solve their problems.
You will be required to:
- Listen to clients’ problems and record notes on our case recording system
- Assist clients to access publicly available information (self-help) where appropriate
- Provide clients with discrete advice appropriate to their individual needs and following agreed protocols
- Signpost and refer clients to appropriate agencies
- Book call-backs or appointments for clients who require further assistance
- Support our research and campaigns work through various channels including case studies, data collection and client consent
- Engage positively with the paid staff and experienced volunteers providing support to ensure the high quality of our service is maintained
- Provide general administration as required
Skills and attitudes
- Sensitive listening and questioning skills
- Ability to communicate clearly both orally and in writing
- Being open and approachable
- Ability to sift through information and extract what is relevant
- Respect to views, values and cultures that are different to their own
- Good IT skills
- Ability to recognise own limits and boundaries in the role
- Ability to work accurately, work as part of a team and act on constructive feedback.
Adviceline assessors are given coaching, support and encouragement from the Trainer & Supervisor and the Advice Supervisors. They are gradually introduced to interviewing clients under supervision and with the support of the team. For the first 6 to 7 weeks of your time with us, you will spend one session per week learning in a group and being trained to deliver telephone advice and support to clients.
This role will be delivered remotely with regular attendance in the office for meetings, coaching and team building sessions. To deliver advice remotely, you will need a computer and a private, secure internet connection. You will need to have a confidential working space to perform your role and adhere to the General Data Protection Regulation (GDPR) and Citizens Advice confidentiality guidelines.
In return for your time and commitment, we will provide you with the training, support and extensive information and advice resources you will need for this role. As well as learning transferable skills, you will have the satisfaction of knowing you are making a difference to your local community.
Adviceline volunteers are expected to work with all kinds of clients and on any kind of problem they have. They must be prepared to examine their own views and feelings to make sure that they are able to give an equally good service to everyone.
All Citizens Advice Camden volunteers are expected to carry out the Citizens Advice Camden’s policy of equal opportunities. This means an active opposition to all forms of discrimination, and to make sure that the service is equally available to all people.
Everything seen and heard whilst volunteering for Citizens Advice Camden must be kept private and every volunteer has to sign an agreement to observe a strict rule of confidentiality before starting to volunteer with us.
A commitment to learning
A willingness to learn and develop is central to being an effective Adviceline volunteer.
Adviceline volunteers must be able to take notes while talking on the phone. Good written and spoken English is required to ensure accuracy of case notes and information exchanged over the phone. A good telephone manner and strong IT skills are also helpful.
Hours of work: by arrangement. A minimum availability of 7 hours per week for 9 months is required.
Support and supervision: Day to day support will be provided by the Trainer & Supervisor and the Advice Supervisors. There will be additional support from the Community Advice Manager at other times.
Expenses: Travel expenses will be reimbursed. If sessions of more than five hours are worked in one day, a contribution of £3.00 will be made towards the cost of a meal when working in the office. If selected, full details will be given when you join us.
How to Apply
If you would like to apply to volunteer as an Adviceline Assessor, please download the application form below, complete and return it by email to firstname.lastname@example.org and we will be in contact with you in due course.