Your role will be to support telephone advisers in providing phone advice. You will perform initial phone consultations with clients, and may be required to:
- Listen to clients’ problems and record notes
- Enter client details into the Citizens Advice information system
- Assist clients to access publicly available information (self-help) where appropriate
- Signpost the client to appropriate agencies
- Book callbacks or appointments for clients who require further assistance
- Provide general administration as required
Adviceline volunteers are given assistance, support and encouragement from the Training Coordinator and everyone in the bureau. They are gradually introduced to interviewing clients under supervision and with the support of the bureau team. For the first 5 to 6 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.
Skills and attitudes
Ability to work accurately, work as part of a team and take instruction.
Whatever their views, Adviceline volunteers will be 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 Adviceline volunteers are expected to carry out the CAB’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 in the bureau has to be private and every Adviceline volunteer has to sign an agreement to observe a strict rule of confidentiality before beginning work in the bureau.
A commitment to learning
A willingness to learn and develop is central to being an effective Adviceline volunteer.
Adviceline volunteers must be able to talk on the phone whilst typing. 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 6 months.
Support and supervision: Day to day support will be provided by the Advice Session Supervisor(s) and Training Coordinator.
Expenses: Travel expenses will be reimbursed. If sessions of more than five hours are worked in one day then a contribution of £3.00 will be made towards the cost of a meal.
How to Apply
Are you interested in applying to be an Advice Support Worker?
If you would like to apply to volunteer as an Advice Support Worker 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.