Volunteering as part of advice services team, providing an effective and efficient triage service to members of the public, primarily by telephone.
We train our assessors, which helps in developing the skills needed to deliver an excellent level of service to our clients.
As an Advice Assessor you will:
• Assess clients’ problem(s) using sensitive listening and questioning skills.
• Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using the Citizens Advice website, scripts and any other diagnostic tools, as necessary).
• Identify and summarise the essence of the problem.
• Establish what the client wants.
• Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the bureau’s resources.
• Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect.
• Signpost clients appropriately to suit their needs following agreed protocols.
• Provide clients with discrete advice appropriate to their individual needs following agreed protocols.
• Record information and any discrete advice given during the assessment interviews onto our internal case management system.
• Attend internal and external training courses (travel expenses will be reimbursed).
Research and Campaigns –
• Help to identify unjust practices.
• Provide information about clients’ circumstances through the appropriate channel.
• Help influence government and other organisations by informing them of the effect of their actions on the lives of clients
Personal Skills and Qualities:
• A commitment to the aims and principles of Citizens Advice.
• Excellent communication skills.
• Being open minded, approachable and not judge clients.
• Ability to communicate clearly both orally and in writing.
• Ability to sift through information and extract what is relevant.
• Basic mathematical skills, including percentages.
• Respect for views, values and cultures that are different to their own.
• An understanding of why confidentiality is important.
• Being open to using telephones & computers on a regular basis.
• A positive attitude to self-development and assessment.
• Ability to work as part of a team.
• Ability to recognize their own limits and boundaries in the role.
You could do this role if you are available to volunteer for 3.5 hours or more a week.
We provide comprehensive training that will give you the skills you need to deliver a high quality service to clients. Our up-to-the-minute electronic information system contains most of the information you will need when advising clients. You won’t be left alone after you are trained. There will always be a more experienced staff or volunteer who will give you support, advice and guidance.
All assessors are insured by Citizens Advice in case mistakes are made. Once you have qualified you will have the opportunity to develop further skills and increase the depth and breadth of your knowledge.
If you would like to apply please feel free to complete and upload our volunteer application form; which to accessible here:
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