Volunteer Roles Within Citizens Advice Arun & Chichester

Volunteer Roles within Citizens Advice Arun & Chichester.

Please note: These are all the possible roles within our Centres. Current vacancies will be discussed at interview.

“RECEPTION”

Our receptionists are an integral part of the team, offering ‘front-of-house’ on the basis of information provided by the Advice Session Supervisor. The role involves:

·  greeting clients and other visitors

·  ensuring clients know what is happening and how long they may have to wait

·  explaining the services available

·  pointing out leaflets, lists and self-help materials

·  monitoring client numbers and waiting times

·  maintaining the reception area

·  entering information into the computer systems

Specific qualifications and experience are not required to take on this role but the following points are essential:

·  a good manner when talking to people

·  good computer skills

·  an understanding of, and a commitment to, confidentiality

·  a friendly and approachable manner

“ADMINISTRATION”

As a volunteer administrator you would ensure the smooth running of a bureau by:

·  word processing

·  file management

·  arranging events

·  using database and spreadsheets

·  answering emails and phone calls

·  updating local information

“ADVISERS”

(QUOTE: “I get a real feeling of satisfaction from making a difference, especially for people less able to stand up for their rights”)

Without our trained volunteer advisers, we could not continue to meet the demand for advice. Our generalist advice service looks at a client’s situation holistically, as opposed to looking at their problems in isolation from one another.

The training is mainly self study within the Centres, along with some structured training. The training covers all the areas we give advice on and requires the volunteer to have self-motivation; this is a very interesting role as every enquiry from a client is different.

Advisers are given free training on how to:

·  interview clients

·  help them negotiate with people, such as creditors or service providers

·  draft letters

·  make phone calls on their behalf

·  refer them to other agencies

Specific qualifications/experience are not required to train for the role – you just need to:

·  be good at listening

·  have a good manner when talking to people

·  have good computing skills

·  be able to keep accurate records

·  be open-minded and non-judgmental

·  enjoy helping people

·  be motivated to self study in addition to in-house training.

(Attention all Law Students: If you train as an Adviser, you may be able to get up to six months off of your solicitor training contracts!)

“DIGITAL & TELEPHONE GATEWAY ASSESSORS”

You may be a volunteer interested in dealing with clients over the phone, preferring to develop your digital or telephone handling skills.

If so, this role might be a good fit for you. The training will be mainly self study which will be done within the Centres. Once the training is completed, you will be supported whilst you assess the client’s needs via our increasingly popular phone or webchat service. The result for the client might be self-help information, referral to a specialist organisation or an appointment with an Adviser.

Specific qualifications/experience are not required to train for the role – you just need to:

·  be good at listening

·  have a good telephone manner when talking to people

·  have good computing skills, and a willingness to learn new ones

·  be able to keep accurate records

·  be open-minded and non-judgmental

·  enjoy helping people

·  be motivated to self study in addition to in-house training.

“CAMPAIGNERS”

By using evidence routinely collected from the clients, you could help bring about changes in local and national policies and services which can benefit everyone – even those who have never used the Citizens Advice service. As a campaigner, you would:

·  complete and collate evidence forms, recording clients’ problems

·  identify and raise relevant issues in the bureau

·  train staff and volunteers in identifying issued and completing evidence forms

·  conduct research and write reports

·  get involved in media campaigning

·  liaise with other bureaux and agencies

“IT SUPPORT CO-ORDINATORS”

A wide range of our essential work depends on well-run IT systems. We use them for keeping track of cases, keeping in touch with clients, accessing e-services on their behalf, and monitoring trends. As an IT co-ordinator you would:

·  support bureau workers including staff and volunteers

·  troubleshoot

·  train bureau workers in IT skills

“TRUSTEES”

(QUOTE: The Citizens Advice service challenges the social issues I feel passionate about and, as a Trustee, I can help redress the imbalance of injustice” Azad, Citizens Advice Trustee)

Because every Citizens Advice bureau is a registered charity, each has its own board of trustees. Some trustee roles require specific skills but they welcome people of all ages, backgrounds and experience to their trustee boards. Because trustee boards tend to meet in the evenings, you can fit this around a full time job or study. As a trustee you would:

·  manage and plan the overall strategic direction of the bureau

·  act as ‘employer’ for paid staff

·  manage the bureau’s finances

·  ensure the bureau complies with the law

·  be responsible for premises, insurance and equipment

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