If you’re eager to make a significant impact on people’s lives by helping them navigate their challenges, this role is perfect for you.
As a Generalist Adviser, you’ll volunteer at the core of our service. Your responsibilities will include interviewing clients, face to face and over the phone to understand their needs and gathering details about their circumstances. Utilising our comprehensive information system, you’ll identify the best solutions for each client. Together with the client, you’ll agree on the next steps to help them resolve their issues.
Our advisers play a vital role in supporting our communities, and you can volunteer at various offices throughout County Durham. We reimburse agreed-upon travel expenses for your trips to and from your home to your local office or training locations.
No prior advisory experience is required, as we provide thorough training.
However, some familiarity with IT is necessary since much of the training is conducted online, including e-learning modules, video calls, and virtual workshops. IT skills will also be applied in the role for online research on our information system, case documentation, and written communications.
• Conducting interviews with clients, both in person and over the phone, allowing them to articulate their inquiries while assisting them in prioritising their needs.
• Locating, interpreting, and clarifying relevant information, as well as exploring options and implications to enable clients to make informed decisions.
• Aiding clients with filling out forms, submitting benefits claims, and preparing for assessments related to their claims.
• Ensuring that case records are completed clearly and accurately.
• Identifying, reporting, and providing evidence for issues relevant to research and campaigns.
• Staying informed about significant issues by participating in relevant training and engaging in essential reading.
• Upholding client confidentiality and adhering to the Confidentiality Policy and General Data Protection Regulations (GDPR).
• Non-judgmental attitude
• Friendly and approachable demeanour
• Capacity to gather pertinent information with empathy through active listening and various questioning techniques
• Proficient written communication skills
• Ability to swiftly extract relevant details from documents
• Experience in conducting research using web-based systems and word processing software
• Dedication to the Aims and Principles of the Citizens Advice service, including its Equality and Diversity Policies.
In one of our sites across the County:
• Barnard Castle
• Durham
• Seaham
• Spennymoor
• Stanley
Ideally we ask for 1 full day 9am - 5pm or 2 x 5 hours days, for at least 18 months following the completion of initial training.
We can be flexible so come and talk to us.
The adviser training program is comprehensive, and rightly so. You will need to deliver high-quality advice across a variety of inquiry areas. It is crucial that we provide accurate information to our clients while ensuring it is documented correctly. We recognise the challenges this presents and are committed to supporting you throughout your training journey and beyond.
Your learning will include extensive online modules through our national Citizens Advice learning platform, alongside hands-on observation and participation in our office activities. Additionally, you will join various training events, both virtual and in-person. One-on-one support will be available from our Learning team as needed, and as you advance, you will receive guidance from supervisors and encouragement from your colleagues.
Expenses
• Mileage expenses will be paid at the rate of 45p per mile (car) / 20p per mile (bicycle)
• The cost of using public transport will be reimbursed on the production of valid receipt/ticket
• make a real difference to people’s lives
• learn about a range of issues such as benefits, debt, employment and housing.
• build on valuable skills such as communication, listening and problem solving, and increase your employability
• work with a range of different people, independently and in a team.
• have a positive impact in your community.
We are committed to having a team that is representative of the community it serves at all levels of the organisation. We therefore welcome applications from all backgrounds and all sections of the community.
As a volunteer, you can be assured that we will take positive steps to ensure:
Role descriptions and associated conditions relate to the particular role, define the qualifications, experience and other skills required in the post, and only include those factors which are necessary and justifiable on objective criteria for the satisfactory performance of the role.
All volunteers are treated equally and fairly throughout their time with Citizens Advice County Durham
All decisions are made in line with the organisation’s equal opportunities policy
Recognition of Quality Volunteer Experience
