Help people find information, take their next steps and access the right advice.
Would you like to help people navigate information, access useful online resources and feel more confident about getting support?
County Durham Advice & Guidance Service is looking for volunteers to support clients before they speak with an adviser. You’ll help people find relevant online information, prepare for appointments and understand how to access further support when they need it.
You’ll play an important role in making our service accessible and helping clients take practical steps towards addressing their problems.
our responsibilities may include:
Helping clients find information online: Guide clients towards relevant online resources that can help them understand their situation and explore possible next steps.
Making pre-appointment calls: Contact clients before their appointments to collect additional information, confirm arrangements and help them prepare.
Reminding clients about appointments: Make reminder calls and answer questions about their appointments and the service within the scope of your role.
Supporting clients through online chat: Respond to initial enquiries, share relevant online resources, collect client details and offer a call back from an adviser where appropriate.
Connecting clients with further advice: Recognise when a client needs more detailed support and help ensure their enquiry is passed to an adviser.
Helping clients navigate our service: Provide a welcoming, helpful first point of contact and explain the next steps in the process.
You won’t be expected to provide specialist advice. You’ll be supported to understand the boundaries of your role and when a client needs to speak with an adviser.
You don’t need previous advice experience. We’re looking for someone who is:
Friendly, patient and non-judgemental.
A clear and confident communicator, both verbally and in writing.
Comfortable using computers, online information and digital communication tools.
Organised and able to collect information accurately.
A good listener who can respond with empathy and understanding.
Respectful of confidentiality and clients’ personal circumstances.
Reliable and willing to learn new systems and ways of working.
This role requires a regular and reliable time commitment to help us support clients through online chat, telephone calls and appointment preparation.
We’ll discuss the expected hours, working arrangements and available opportunities with you before you commit to the role.
We have offices in Newton Aycliffe, Stanley and Horden. Remote volunteering is an option.
You’ll receive training and guidance to help you understand our service, find and share relevant online resources, communicate with clients and use our systems.
We’ll also explain confidentiality, data protection, professional boundaries and how to recognise when an enquiry needs to be referred to an adviser.
You’ll have access to support from the team whenever you need guidance.
The opportunity to help people access information and support when they need it.
Experience in client communication, digital support and administration.
Improved confidence using online resources and communication systems.
An understanding of how advice services support local communities.
Valuable transferable skills for future employment, education or volunteering.
The satisfaction of helping clients feel more informed and prepared to take their next steps.
You don’t need to know all the answers. What matters is your willingness to help people find information, communicate with care and connect clients with the right support.
