Volunteer Advice & Information Assistant

What will you do? 

• Complete an introduction to Citizens Advice and training for your role 
• Provide support to our Advisers to ensure effective service delivery 
• Support individuals by identifying their needs and signposting them to relevant internal and external services 
• Deliver support in our Outreach Centre\\\'s throughout the community, assisting advisers in engaging with clients and accessing appropriate services 
• Make referrals to the main service and complete Frontline referrals where appropriate, ensuring clients receive timely and suitable support.  
• Act as a point of contact for clients helping them navigate available support options and access the assistance they require 
• Support the service run smoothly through great customer service and supporting other volunteers 
• Supporting research and campaign themes 

• Support clients from our main office by answering the telephone and conducting an initial assessment of their issue 
• Attend community venues, events, libraries, food banks to raise awareness of available support services 
• Engage with members of the public to identify their needs and explain the support available 
• Support Advisors by arranging appointments, making referrals, gathering client information, and assisting with follow-up actions. 
• Complete referrals to the main service for clients requiring more in-depth advice or support 

What’s in it for you? 

• make a real difference in people’s lives by making sure that clients receive the right support for them 
• learn about a range of issues such as benefits, debt and housing. 
• build on valuable skills such as communication, listening and questioning 
• increase your employability 
• work with a range of different people, both independently and in a team. 
• have a positive impact in your community. 

We will provide you with 

• Free training to carry out this role 
• A pathway to further learning if you choose to develop into an adviser 
• IT equipment required for the role 
• Travel expenses, if required 
• Support and supervision 

What skills do I need?

• be friendly and approachable  
• be non-judgmental and respect views, values and cultures that are different to your own 
• have good listening skills 
• have excellent verbal and written communication skills 
• have good maths and IT skills 
• be able to understand information and explain it to others 
• be able to keep calm under pressure 
• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection 
• be willing to undertake training in your role 

Interests

• Homeless and Housing
• Mental Health

Activities

• Advice and Information