Volunteer Advice/Information Assistant

Volunteer Advice/Information Assistant

Posted for Citizens Advice Epping Forest District

Posted by Volunteer Essex

Register your interest

You will be redirected to the Volunteer Essex website to express your interest.

What will you do?

● Complete an introduction to Citizens Advice and training for your role

● Talk to clients face to face, over the phone, or online to explore what

problems they’ve come for help with and identify the right level of support

for them

● Set clear expectations with clients about how the service operates and

what they can expect and what we need from them

● Book internal appointments and/or make referrals to other local

organisations if appropriate

● Using our IT equipment and software, complete a summary of the client\'s

problems and what action you’ve taken

● look out for problems that are common or unfair, and raise these with our

internal team to use in our research & campaign work.

Some examples of what you could do:

● find information online about applying for a benefit and show the client

where they can access this for themselves

● book an appointment for the client to see a debt adviser to discuss the

money they owe to the landlord and energy company and provide them

with details of the information they need to have available for their

appointment.

● Use the Frontline system to make a referral to another local organisation.

What skills do I need?

What do you need to have?

You’ll need to:

● 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