Telephone Adviceline Volunteers

Citizens Advice provides free, impartial, confidential, independent advice to help people overcome their problems.  We help client with issues in numerous areas.  Our main enquiry areas include benefits, debt and money issues, problems at work, housing, and consumer rights.

 We could not provide the support we do without the time and dedication of our voluntary staff.  Volunteers are at the heart of our service.We are currently recruiting volunteers for our Telephone Adviceline, to be based in our North Shields office.

 What we can offer volunteers: -

 ·       Free and comprehensive training

·       Telephone and call handling skills

·       Interviewing experience

·       Managing clients

·       Helping vulnerable clients

·       Research skills

·       Case recording skills

 What our Adviceline Telephone Assessors do: -

 ·       Interviewing – Assessors will conduct an interview over the telephone with a client.  Our clients contact us with a wide range of issues, so the assessor will help the client to explain their problem and ask questions to clarify the issues

·       Researching Information – Assessors have access to a comprehensive information system to help clients.  A supervisor is always on hand to guide assessors through this information

·       Giving Information – Assessors will provide information to a client on their problems.  They will explain the options that a client has, so that they can make an informed decision on their next steps

·       Case Recording – It is very important that all client’s cases are recorded so that we can offer an efficient service if the client comes back to us.  These cases are recorded electronically and entered onto our Casebook case management system

·       Preventing Problems – Citizens Advice collect a lot of information on the different problems that clients have.  This information is used to influence policies and practice.  

Support and Training: -

 ·       Induction session

·       Structured Adviser Learning Programme, which includes an amount of e-learning

·       We use a mentoring approach, and you will be able to observe more experienced staff as part of your learning

·       Training sessions on the main enquiry areas (in particular welfare benefits)

·       One to one support when taking your first calls

·       Supervisor support on all Adviceline sessions, to ensure the advice provided is accurate and relevant

·       Potential to progress to a generalist adviser role

The Commitment: -

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

 We ask that you can commit to a minimum of 2 sessions per week.   This will be a minimum weekly commitment of at least 6-8 hours.

 

Our sessions are Monday – Friday,  9.30am – 12.45pm and 1.15pm – 4.30pm

 




About North Tyneside Citizens Advice Bureau

CAB works with the general public, providing advice. Roles available include Reception, Gateway Assessors and Generalist Advisers.

What skills do I need?

Excellent interpersonal skills.

Excellent Computer skills to be able to access e-learning and research information and complete clients case records.

Attention to detail. 

The Commitment: -

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

We ask that you can commit to a minimum of 2 sessions per week. This will be a minimum weekly commitment of at least 6-8 hours.


Posted for
North Tyneside Citizens Advice Bureau

Register your Interest

Quick Enquiry

Interests

  • Civic Responsibility and Communities
  • Disability
  • Health and Social Care

Activities

  • Administration and Office
  • Advice and Information
  • Computers, IT and Websites
  • Research
  • Supporting Charities

Details

  • Accessibility
  • Age restrictions
    18 plus
  • Child Protection Policy (where relevant)
  • Equal Opportunities Policy
  • Health and Safety Policy
  • Ongoing support
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance

When can I volunteer?

Start Date: 01/09/2020

End Date: 01/09/2021

Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes No No
Afternoon Yes Yes Yes Yes Yes No No
Evening No No No No No No No

Availability Details

The Commitment: - A willingness to learn and develop is central to being an effective assessor. We ask that you can commit to a minimum of 2 sessions per week. This will be a minimum weekly commitment of at least 6-8 hours Our sessions are Monday – Friday, 9.30am – 12.45pm and 1.15pm – 4.30pmWe ask that you can commit to a minimum of 2 sessions per week. This will be a minimum weekly commitment of at least 6-8 hours.

Location

Camden House
Camden Street
North Shields
NE30 1ND

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