Volunteer Adviser

Your role will involve answering calls on our Adviceline and delivering telephone advice to Camden residents.

You’ll provide support across a broad range of issues, including welfare benefits, money and debt advice, housing, employment, consumer rights, and other related areas.

This role requires a minimum commitment of one day (7 hours) per week for 9 months. Please note that split shifts or two half‑days are not suitable for this role.

As a Volunteer Adviser, you’ll receive comprehensive training and coaching, along with ongoing supervision and support from our Community Advice Manager and Advice Supervisors. During your first 12 weeks, you’ll attend group learning sessions where you’ll be trained to deliver telephone advice and support to clients. After this initial training, you’ll continue to receive coaching and will gradually move on to interviewing clients under supervision and with the support of the team.

We are a hybrid service, which means you’ll be able to work from home at times as well as from our Robert Street office (NW1 3QA). However, it’s important to highlight that office attendance is a core part of the role. Team members are expected to come into the office regularly for meetings, coaching sessions, and to stay connected with colleagues.

For the first three months, while you’re receiving training and coaching, you will need to volunteer from the office. After this initial period, remote working is possible as long as you have suitable equipment, a secure internet connection, and a confidential workspace that complies with GDPR and Citizens Advice confidentiality standards.

Your role will involve:

 

• Interviewing clients using sensitive listening skills and record notes on our case recording system.
• Using Citizens Advice resources to find, interpret and communicate the relevant advice and information to clients.
• Researching and exploring options and implications so that clients can make informed decisions.
• Referring internally or to other specialist agencies as appropriate.
• Maintaining detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation.
• Supporting our research and campaigns work through various channels including case studies, data collection and client consent.
• Engaging positively with the paid staff and experienced volunteers providing support and training to ensure our high quality of advice is maintained.
• Skills and attitudes:
• Sensitive listening and questioning skills.
• Ability to communicate clearly both orally and in writing.
• Being open, approachable and empathetic.
• Ability to interpret information and extract what is relevant.
• Respect to views, values and cultures that are different to their own.
• Good IT and numeracy 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.

Role progression:

If you’re able to volunteer with us for at least two days a week, you’ll have the opportunity to train as a Generalist Adviser and gain a widely recognised qualification. In this role, you’ll provide a mix of face-to-face and telephone advice, carry out casework, and advocate on behalf of clients.

To qualify for Generalist Adviser training, you’ll need to have volunteered with us providing telephone advice for at least six months if you volunteer one day a week (or a shorter period if you volunteer more frequently).

The average time to complete your training and receive the Generalist Adviser certificate is around 12 months, depending on your time commitment. We therefore ask that volunteers aim to stay with us for at least 18 months.

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.

Impartiality

Volunteer Advisers work with clients from all backgrounds and on a wide range of issues. You should be willing to reflect on your own views and feelings to ensure you provide an equally high standard of service to everyone.

Equal Opportunities

All Citizens Advice Camden volunteers are expected to uphold our Equal Opportunities policy. This means actively opposing all forms of discrimination and ensuring our service is accessible and fair to all.

Confidentiality

Everything you see or hear while volunteering must remain confidential. All volunteers are required to sign a confidentiality agreement before starting their role.

A commitment to learning

A willingness to learn and develop is central to being an effective Volunteer Adviser.

Communication

Volunteer advisers 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.

Additional Information

Hours of work: A minimum availability of 1 day (7 hours) per week for 9 months is required.

Volunteers working towards their Generalist Adviser qualifications must commit to 2 days per week for a minimum of 12-18 months.

Support and supervision: Day to day support will be provided by the Community Advice Manager and the Advice Supervisors.

Expenses: Travel expenses will be reimbursed. A contribution of £3.50 will be made towards the cost of a meal when working in the office for more than 5 hours in a single day.

How to Apply

If you would like to apply to volunteer with us, please download the application form below, complete and return it by email to volunteer.project@camdencabservice.org.uk and we will be in contact with you in due course.