Citizens Advice County Durham

We are a volunteer led organisation – meaning that most of the people we have working for us are volunteers. Without them we would not be here!

We provide a service to the people of County Durham to provide free, impartial, independent and confidential advice to help them with their problems and to improve policies and practices that affect people’s lives. We help people overcome their problems and campaign on big issues when their voices need to be heard.

Citizens Advice County Durham
Recognition of Quality Volunteer Experience

Active opportunities

Services Support

Stanley   Durham City  
View this opportunity

Research and Campaigns Champion

Volunteering from Home  
View this opportunity

Community Navigator

Teesdale  
View this opportunity

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          name:  'Citizens  Advice  County  Durham',
          email:  'volunteer@citizensadvicecd.org.uk',
          type:  '',
          telephone:  '07823  342403    ',
          contactPerson:
            'Robert.Young@citizensadvicecd.org.uk    Marie  Recruitment@citizensadvicecd.org.uk  for  Trustee  role  (not  self-serve  this  role)',
          website:  'https://www.citizensadvicecd.org.uk/',
          description:
            'We  are  a  volunteer  led  organisation  –  meaning  that  most  of  the  people  we  have  working  for  us  are  volunteers.  Without  them  we  would  not  be  here!  \n\nWe  provide  a  service  to  the  people  of  County  Durham  to  provide  free,  impartial,  independent  and  confidential  advice  to  help  them  with  their  problems  and  to  improve  policies  and  practices  that  affect  people’s  lives.  We  help  people  overcome  their  problems  and  campaign  on  big  issues  when  their  voices  need  to  be  heard.    \n',
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          jobs:
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                    name:  'Services  Support',
                    shortDescription:
                      'Volunteering  for  an  Services  Support  role  within  Citizens  Advice  is  a  rewarding  opportunity  to  make  a  meaningful  impact  in  your  community.  As  an  integral  part  within  the  charity,  you  will  play  a  crucial  role  in  assisting  the  smooth  operation  of  services  that  provide  essential  guidance  to  individuals  seeking  advice  on  a  range  of  issues.\n\nYour  responsibilities  will  include  a  variety  of  tasks  such  as  managing  appointments,  organising  files,  handling  correspondence,  and  maintaining  databases.  These  duties  ensure  that  the  advisers  and  support  team  can  focus  on  delivering  high-quality  advice  to  those  in  need.  Through  your  organisational  skills  and  attention  to  detail,  you  will  contribute  to  the  efficiency  and  effectiveness  of  the  services  provided.\n\nMoreover,  this  role  offers  you  the  chance  to  develop  valuable  skills  and  gain  insights  into  the  workings  of  a  charitable  organisation.  You  will  work  alongside  a  diverse  team  of  passionate  individuals,  all  dedicated  to  empowering  people  to  make  informed  decisions.  By  providing  administrative  support,  you  are  directly  contributing  to  the  positive  changes  in  the  lives  of  individuals  and  the  broader  community.',
                    created:  2023-04-17T11:34:22.055Z,
                    orgId:  '10137',
                    locations:
                      [  {  _id:  'f4d2a5d6-487d-428d-89af-e519d70cf2fd',  name:  'Stanley'  },
                          {  _id:  'fb8f49ef-9a3a-40d6-bdac-f63a2590e544',
                              name:  'Durham  City'  },
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                    jobTypes:
                      [  {  _id:  '00387814-94c3-4bd3-8067-fb9e5dc3d9f6',
                              name:  'Advice  &  Guidance',
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                          {  _id:  '10b1c46c-1b6a-404f-ac3b-ecf8b104a691',
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                    active:  true,
                    contactPerson:  'Robert  Young',
                    contactEmail:  'robert.young@citizensadvicecd.org.uk',
                    contactTelephone:  '0191  933  1661',
                    address:  '',
                    hours:  '8-10  Hours  per  week',
                    websiteLink:  'www.citizensadvicecd.org.uk/volunteer',
                    startDate:  2023-05-17T11:34:22.055Z,
                    endDate:  2025-04-01T11:34:22.055Z,
                    whatYouWillBeDoing:
                      '•\tcomplete  an  introduction  to  Citizens  Advice  and  training  relevant  for  your  role\n•\thelp  with  the  day  to  day  running  of  the  Citizens  Advice  service  including  Reception  duties\n•\tcall  clients  to  arrange/amend  appointments,  reply  to  emails  and  post\n•\ttype  up  letters  and  read  through  documents  checking  for  mistakes\n•\tprint  and  scan  documents  using  a  printer\n•\tupdate  spreadsheets  and  databases\n•\tassist  with  archiving\n•\tassist  in  arranging  events\n•\tSupport  with  recruitment  tasks  and  onboarding  new  staff/volunteers',
                    skillsExperienceAndQualitiesNeeded:
                      '•\tbe  friendly  and  approachable\n•\trespect  views,  values  and  cultures  that  are  different  to  your  own\n•\thave  good  IT  skills  (Office  365)\n•\tbe  willing  to  learn  about  and  follow  the  Citizens  Advice  aims,  principles  and  policies,  including  confidentiality  and  data  protection\n•\tbe  willing  to  undertake  training  in  your  role',
                    whenAndWhere:
                      'In  one  of  our  sites  across  the  County:\n•  Durham  (Wednesdays)\n•  Stanley  (Tuesdays)',
                    otherInfo:  '',
                    supportOfferedExpenses:
                      '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.',
                    volunteerBenefits:
                      '•\tLearn  new  skills  that  could  enhance  employment  opportunities  \n•\tTraining  opportunities  to  add  to  your  skills  set\n•\tBecome  part  of  our  team  and  meet  new  people  \n•\tSupport  from  a  team  of  experienced  staff  and  managers\n•\tRecognition  of  your  valued  work\n•\tBe  part  of  providing  a  valued  service  to  our  communities  ',
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                {  _id:  '1690',
                    name:  'Research  and  Campaigns  Champion',
                    shortDescription:
                      'Research  and  campaigning  is  fundamental  to  our  mission.  When  policies  and  practices  influence  people’s  lives,  our  data  narrates  their  stories,  as  do  our  clients  who  share  the  effects  on  their  experiences.  All  our  volunteers  and  staff  contribute  to  our  research  and  campaigning  efforts.  A  volunteer  focused  on  research  and  campaigns  holds  a  vital  position;  they  might  examine  client  cases  linked  to  particular  problems  or  emerging  issues,  like  the  increase  in  energy  bills.  Alternatively,  they  may  assist  with  ongoing  campaigns  concerning  Universal  Credit.  The  topics  can  range  from  local  issues  to  national  campaigns  spearheaded  by  Citizens  Advice.',
                    created:  2025-02-07T11:01:51.145Z,
                    orgId:  '10137',
                    locations:
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                              name:  'Volunteering  from  Home  '  },
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                    active:  true,
                    under16:  false,
                    under18:  false,
                    contactPerson:  'Robert  Young',
                    contactEmail:  'Volunteer@citizensadvicecd.org.uk/volunteer',
                    contactTelephone:  '0191  933  1661',
                    address:  '',
                    hours:  'Flexible',
                    websiteLink:  'citizensadvicecd.org.uk/volunteer',
                    whatYouWillBeDoing:
                      '•  complete  an  introduction  to  Citizens  Advice  and  training  for  your  role\n•  identify  common,  or  unfair,  problems  that  clients  come  for  help  about\n•  help  volunteers  and  staff  across  the  organisation  understand  the  cause  of  the  problem,  how  it  affects  clients,  and  what  change  would  solve  the  problem\n•  help  to  organise  campaigns  with  the  aim  of  raising  awareness  of  the  problem.  This  might  involve  creating  materials,  such  as  newsletters,  or  presentations,  or  •  •  writing  something  for  social  media  or  newspaper,  which  could  be  used  to  explain  the  problems  to  others  (such  as  local  councillors,  or  members  of  the  public)\n•  help  to  organise  a  campaign  with  the  aim  of  getting  the  organisation  (person  or  elected  body  such  as  MP,  AM  or  local  councillor)  that  is  causing  the  problem,  to  change  the  way  they  do  things.  This  could  mean  meeting  with  the  organisation,  person  or  elected  body,  writing  to  them  or  holding  an  event\n•  help  national  Citizens  Advice  carry  out  research  about  how  certain  issues  affect  clients  in  your  local  area.  This  might  involve  doing  a  survey  with  clients  to  find  out  how  a  change  in  a  benefit  is  affecting  them',
                    skillsExperienceAndQualitiesNeeded:
                      'You  don’t  need  specific  qualifications  or  skills  but  you’ll  need  to:\n\n•  be  friendly  and  approachable\n•  be  non-judgmental  and  respect  views,  values  and  cultures  that  are  different  to  your  own\n•  have  excellent  verbal  and  written  communication  skills\n•  be  able  to  understand  complex  information  and  explain  it  (verbally  and  in  writing)  so  that  others  understand  it\n•  have  good  IT  skills\n•  be  willing  to  learn  about  and  follow  the  Citizens  Advice  aims,  principles  and  policies,  including  confidentiality  and  data  protection\n•  be  willing  to  undertake  training  in  your  role',
                    accessibilityAndTransport:  '',
                    supportOfferedExpenses:
                      '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.',
                    whenAndWhere:
                      'Location:  Hybrid/County  Wide\n\nExpenses\n•  Mileage  expenses  will  be  paid  at  the  rate  of  45p  per  mile  (car)  /  20p  per  mile  (bicycle)\n•  The  cost  of  using  public  transport  will  be  reimbursed  on  the  production  of  valid  receipt/ticket\n',
                    otherInfo:
                      '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.\n\nAs  a  volunteer,  you  can  be  assured  that  we  will  take  positive  steps  to  ensure:\nRole  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.\n\nAll  volunteers  are  treated  equally  and  fairly  throughout  their  time  with  Citizens  Advice  County  Durham\n\nAll  decisions  are  made  in  line  with  the  organisation’s  equal  opportunities  policy',
                    startDate:  2025-02-07T11:01:51.145Z,
                    endDate:  2025-04-01T11:01:51.145Z,
                    lastModified:  2025-02-10T13:53:35.000Z,
                    volunteerBenefits:
                      '•  make  a  real  difference  to  people’s  lives\n•  learn  about  a  range  of  issues  such  as  benefits,  debt,  employment  and  housing.\n•  build  on  valuable  skills  such  as  communication,  listening  and  problem  solving,  and  increase  your  employability\n•  work  with  a  range  of  different  people,  independently  and  in  a  team.\n•  have  a  positive  impact  in  your  community.',
                    urlFragment:  'research-and-campaigns-champion-1690'  },
                {  _id:  '1708',
                    name:  'Community  Navigator',
                    shortDescription:
                      'As  a  Community  Navigator  Volunteer  with  Citizens  Advice  County  Durham,  you  will  be  a  key  part  of  our  team,  acting  as  the  first  point  of  contact  for  clients  who  seek  help  across  a  range  of  topics,  including  benefits,  debt,  housing,  consumer  issues,  energy,  family  matters,  and  more.  Your  role  will  be  to  listen  to  clients’  needs,  provide  them  with  the  right  support,  and  ensure  they  are  directed  to  the  most  appropriate  resource—whether  that’s  internal  advisers,  external  services,  or  self-help  resources.',
                    created:  2025-03-21T09:39:36.367Z,
                    orgId:  '10137',
                    locations:
                      [  {  _id:  'da6c2e8c-a707-4ed7-9611-5fcb033f9da7',
                              name:  'Teesdale'  },
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                    jobTypes:
                      [  {  _id:  '00387814-94c3-4bd3-8067-fb9e5dc3d9f6',
                              name:  'Advice  &  Guidance',
                              backgroundImage:  '',
                              iconImage:  ''  },
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                    active:  true,
                    under16:  false,
                    under18:  true,
                    contactPerson:  'Robert  Young',
                    contactEmail:  'robert.young@citizensadvicecd.org.uk',
                    contactTelephone:  '0191  933  1661',
                    address:  '',
                    hours:  'TBC',
                    websiteLink:  'citizensadvicecd.org.uk/volunteer',
                    whatYouWillBeDoing:
                      'Client  Interaction:\n•  Clients  contact  us  in  a  number  of  ways,  you  could  be  supporting  clients  in  person,  over  the  phone  or  by  email.\n•  Engage  with  clients  in  a  friendly  and  empathetic  manner,  gathering  relevant  information  to  understand  their  needs.\n•  Identify  the  nature  of  their  issue  and  determine  whether  they  need  immediate  advice,  self-help  resources,  or  referral  to  an  internal  adviser.\n•  Provide  clients  with  accurate  information  on  available  services  and  guide  them  to  appropriate  resources.\n\nAssessment  and  Referral:\n•  Assess  whether  a  client  would  benefit  from  a  referral  to  an  internal  adviser  for  specialist  advice  or  whether  their  issue  is  best  handled  by  another  service.\n•  Ensure  smooth  transitions  for  clients,  whether  transferring  them  to  another  service  or  providing  follow-up  information.\n\nSelf-help  Resources:\n•  Familiarise  yourself  with  Citizens  Advice  self-help  resources  and  ensure  clients  have  access  to  relevant  tools,  guides,  and  information  when  applicable.\n\nConfidentiality  &  Data  Protection:\n•  Maintain  confidentiality  and  ensure  that  client  data  is  handled  in  compliance  with  GDPR  regulations.\n\nRecord  Keeping:\n•  Document  interactions  with  clients,  ensuring  accurate  and  up-to-date  records  are  maintained  for  follow-up  or  future  reference.\n\nContinuous  Learning  &  Development:\n•  Attend  regular  training  sessions  and  workshops  to  stay  updated  on  various  topics  and  service  changes  within  Citizens  Advice.\n•  Keep  up-to-date  with  community  services  and  relevant  resources  to  best  support  clients.',
                    skillsExperienceAndQualitiesNeeded:
                      '•  Communication  Skills:  Strong  verbal  communication  skills  with  the  ability  to  explain  complex  information  clearly  and  empathetically.\n•  Empathy  and  Active  Listening:  Ability  to  listen  attentively,  understand  client  concerns,  and  respond  with  compassion  and  professionalism.\n•  Problem  Solving:  Ability  to  assess  client  needs  and  direct  them  to  appropriate  services  or  resources.\n•  Organisational  Skills:  Ability  to  manage  multiple  tasks  and  navigate  different  systems  efficiently.\n•  Teamwork:  Work  collaboratively  with  colleagues,  advisers,  and  external  agencies  to  ensure  clients  receive  the  best  support  possible.\n•  Digital  Literacy:  Comfortable  with  using  computers,  online  resources,  and  communication  tools  (training  will  be  provided).',
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                      'Your  learning  will  include  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.\n\nExpenses\n•  Mileage  expenses  will  be  paid  at  the  rate  of  45p  per  mile  (car)  /  20p  per  mile  (bicycle)\n•  The  cost  of  using  public  transport  will  be  reimbursed  on  the  production  of  valid  receipt/ticket\n',
                    whenAndWhere:  'Barnard  Castle  &  Surrounding  Areas.  ',
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                    startDate:  2025-03-21T09:39:36.367Z,
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