Requirements for Volunteer Roles
Advisers
Without our trained volunteer advisers we could not continue to meet the demands for advice. We offer a holistic generalist advice service and all advisers are given free formal and on the job training. This training will initially be approximately 20 weeks (of about 2 hours per week) with ongoing training and support when you have started advising. You are supported every step of the way and all your expenses are paid. As a CAb adviser you could:
-
interview clients
-
help them negotiate with people such as creditors or service providers
-
draft letters
-
make telephone calls on behalf of clients
-
refer them to other agencies
-
represent them in court and at tribunals.
Administrators
As a CAB volunteer administrator you would only need to participate in between 2-4 weeks training (of about 2 hours per week) and then you would ensure the smooth running of a bureau including:
-
word processing
-
file management
-
arranging events
-
using databases and spreadsheets
-
answering emails and phone calls
-
updating local information.
Receptionists
You would be the public face of the Citizens Advice service and you would again only need to participate in between 2-4 weeks training (of about 2 hours per week), meeting clients on a daily basis:
-
greet clients
-
arrange appointments
-
answer the telephone
-
provide information on service to clients
-
manage the waiting room
-
keep records.
What do advisers do?
Interviewing
All kinds of people come into the bureau with all kinds of problems. The adviser helps clients to explain their problems and asks questions to clarify the situation.
Giving information
Advisers have access to a comprehensive information system to help clients. A supervisor is on hand to help out with difficult problems.
Giving advice and practical help
The adviser has to explain the choices that the client has, so that the client can decide what to do. Advisers help clients by filling in forms, drafting letters, making phone calls and calculating benefits.
Case recording
It is very important that all clients' cases are recorded so that the bureau can offer an efficient service if the client comes back or the case gets more difficult. Your supervisor will show you how the case recording is done in your bureau.
Preventing problems
Bureaux collect a lot of information on the different problems that clients have. This information is used to influence government policy or a company practice.
Administration
Advisers may be asked to help out with some basic office work, for example keeping the information files or local information up to date, amending stocks of leaflets, typing letters etc.
What support and training do I get?
All CAB advisers complete a comprehensive three-stage training programme. This can last from 4 weeks to 18 months depending upon the amount of time you can give and the Certificate programme for volunteer advisers includes:
-
training sessions and observation on the advice process and main enquiry areas (debt, employment, benefits etc.)
-
a training course to explore and practise aspects of advising clients
-
interviewing clients with close support and supervision and attending further courses as needed.
What we want from advisers
Impartiality
Whatever your views are, you will be expected to advise all kinds of clients on any kind of problem they have. You will need to be prepared to examine your own views and feelings to make sure that you are able to give an equally good service to everyone.
Equal opportunities
All advisers are expected to carry out the CAB's policy of equal opportunities. This means actively opposing all forms of discrimination and ensuring that the service is equally available to all people.
Confidentiality
Everything that you see and hear in the bureau is private. Every adviser must sign an agreement to observe a strict rule of confidentiality before they start volunteering.
A commitment to training
A willingness to learn and develop is central to being an effective adviser. Learning to be a generalist adviser involves a great deal of commitment to training and learning. All advisers periodically assess how they are performing via a set of competences specifically adapted for the role of adviser. This helps identify training and development needs.
Things are always changing and you will need to spend some time reading in order to keep yourself up to date. All kinds of training courses, sessions and self-study material are available for advisers to develop their skills and knowledge.
Computer skills
Much of the advice work is done using a computer. Therefore, it is important that our advisers have at least basic computer and keyboard skills in order to give the best service to our clients.
Bureau staff meetings
As part of you continuing development it is a priority to attend the bureau staff meetings. They provide a forum for training, case discussion, explanation of policy and practice, and mutual support.
Time
To run an effective service we generally need advisers to volunteer in the bureau a minimum of 6 hours per week.
Do I get expenses?
Do I get expenses?
It is CAB policy that bureau volunteers should get out-of-pocket expenses.
What happens after I have filled in the application form?
Once the form has been received at the bureau, the selection procedure will be explained to you.
Note: The following applies only to advisers, and not to other roles. Sections 25 and 26 (1) (d) or (g) of the Immigration Act 1971 are concerned with the following offences: assisting illegal entry, falsifying documentation or obstructing the authorities investigating immigration offences. If you have committed one of the offences above you may still be able to become an adviser; however, we would have to contact the Office of the Immigration Services Commissioner in order to discuss the issues.