Volunteer Telephone Assessor & Volunteer Adviser role

Volunteer telephone assessor

As a Volunteer Telephone Assessor you will explain your role to the client, interview clients on the telephone, assess what information, advice or support they need, and guide them on next steps to move them forward, for example:

• Providing links to self-help information
• Signposting to another organisation
• Booking advice appointments with our advisers
• Making referrals to our advice partners

Along with our partners we provide advice and support on welfare benefits, debt housing, employment, social care, immigration and much more.

It’s a rewarding and challenging role needing key skills including:

• Listening, questioning and empathy to understand the client’s problem
• Sourcing relevant and appropriate independent information
• Assessing the clients needs, capability and resources
• Agreeing appropriate next steps to move the client forward.

You are not expected to learn or know everything. We’ll provide training so you have a good understanding of the issues and are able to use our information resources. We’ll provide you with tools and support to do the role.

You will undergo an intensive 7 week training programme before taking your first call. This will include: weekly on-line group training, individual learning on our on-line platform, and observing experienced staff and volunteers. Then our supervisors will support you through your initial calls and throughout your volunteering career with us.

Volunteer Adviser

This role requires the same skills, commitment and training as the telephone assessor role.

The difference is:

• You will receive more in-depth training and continuing professional development on enquiry areas – approximately an additional 4 weeks training on top of the telephone assessor programme.
• You will provide more in-depth advice, usually by appointment – telephone or face to face
• You may do some casework such as writing letters, completing forms or negotiating on the telephone
• You will become an accredited money adviser under the MAPS accreditation scheme.

What’s in it for you?

• have a positive impact in your community
• learn about a range of issues such as benefits, debt and housing
• Increase your employability – gain experience and skills to add to your CV and promote to future employers
• developmental opportunities – you can go on to train as a generalist or specialist adviser, or even as a supervisor
• become a part of the amazing and supportive team

What we ask of you

You don’t need specific qualifications but you’ll need to:

• give 2 days a week for at least a year – Monday to Thursday
• be friendly and empathetic
• have excellent listening skills
• have excellent verbal and written communication skills
• have good maths and IT skills
• be able to understand and explain complex information in plain English.
• respect views, values and cultures that are different to your own
• 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 and be self-disciplined to undertake the learning independently where required
• In the initial training period you may need access to your own laptop or desktop and a quiet, confidential space in which to work.

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Valuing inclusion

Citizen Advice Lewisham is committed to equality and diversity and we recognise that we can learn from people with different backgrounds, skills, and experiences to meet the needs of our clients more effectively. Therefore we welcome individuals from all backgrounds to apply for our volunteer roles

Commitment to Safer Recruitment 

Citizen Advice Lewisham is committed to the safeguarding of vulnerable adults. If you will be working with members of the community who may be vulnerable, the role is subject to two references and a DBS check. Please note that a criminal conviction will not prevent you from volunteering in this role. Please contact us using the details below to discuss any concerns around these checks.

Contact details

If you are interested in becoming a Volunteer Telephone Assessor or Adviser and would like to discuss this role further please contact us via volunteering@citizensadvicelewisham.org.uk.