Telephone Adviceline Assessor

The Adviceline Assessor is a new and important role for us, requiring minimal training and specifically tasked with conducting Initial Assessments for clients who access our services via our telephone advice line.

To apply get in touch by email recruitment@citizensadvicecw.org.uk.

What will you do?

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Initial Assessment

Complete an introduction to Citizens Advice and training for your role
Greet clients and talk to clients over the phone to explore what problems they need help with
Complete an Initial Assessment Form to determine the suitable next step of advice by evaluating clients capabilities
Check for emergencies, deadlines and self-help capability
Discuss next steps with Team Leader and offer guidance and suggestions to clients
Arrange appointments for advice/support where criteria are met

IT tasks

Log client details on our case management system and take copies of relevant documents from clients
Complete short reports to flag campaign-worthy issues if appropriate
Work within a team to keep telephone sessions flowing smoothly, seeking regular support and guidance from Team Leaders
Keep up-to-date with service/training developments, including data protection and equality

Location

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Our Adviceline Assessors are based in our main office in Chester.

We have Community Advice Assessors based in various locations throughout the district helping those communities which are harder to reach.

What’s in it for you?

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Make a real difference to people’s lives
Learn about a range of real life issues such as debt, benefits, work or housing
Gain and build on valuable skills and experience such as communication, admin, IT skills and working in a team
Improve your employability
work with a range of different people, independently and in a team
Have a positive impact on the community.

And we’ll reimburse expenses too.

No prior experience is necessary in these areas as you’ll receive full training.

What do you need to have?

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You don’t need specific qualifications or skills but 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 willing to undertake training in your role

How much time do you need to give?

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We ask for a minimal commitment of 4 hours per week but we can be flexible about the time spent and how often you volunteer so come and talk to us.

Valuing inclusion

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Our volunteers come from a range of backgrounds and we particularly welcome applications from racially minoritised people/people of colour, disabled people, people with physical or mental health conditions, LGBTQ+ and non-binary people.

If you are interested in becoming a volunteer Information Assistant and would like to discuss flexibility around location, time, ‘what you will do’ and how we can support you please contact us.

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