Community Champion - Volunteer Adviser

Conducting interviews with clients, both in person and over the phone, allowing them to articulate their enquiries while helping them prioritise 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.

Spennymoor, Seaham, Durham City, Barnard Castle and Middleton-in-Teesdale
At least one day per week, for at least one year

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.

The adviser training program is comprehensive, and rightly so. You will need to deliver high-quality advice across a variety of enquiry 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; and as you advance, you will receive guidance from supervisors and encouragement from your colleagues.

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 between your home and your local office or training locations.

Joining us as a volunteer is a fantastic opportunity to leverage your skills and experience to assist others. Each day brings new learning experiences, the chance to forge friendships, and the opportunity to be part of a fantastic team. While it can be challenging at times, volunteering is also incredibly enjoyable and immensely rewarding. Some of our volunteers have been with us for just a few weeks, while others have dedicated over 20 years.

We’re a compassionate team of volunteers and employees, dedicated to providing invaluable services to those who rely on us most. See more at What we do and About us or watch this helpful short video here

We are a friendly and inclusive organisation, dedicated to fostering an environment where everyone feels valued, appreciated, and part of a cohesive team. Our commitment to equality and diversity drives us to provide a variety of opportunities for individuals of all ages and backgrounds. We aim to offer challenging and rewarding roles that align with their availability, objectives, ambitions, and passions, by providing necessary training and development as well as continuously offering support and supervision.

We promote good mental health and have bronze status in The Better Health at Work Awards which recognises the efforts of employers in addressing health issues within the workplace.

Our volunteers represent a diverse range of backgrounds and are motivated to contribute for various reasons. They include students, individuals re-entering the workforce after career breaks, those with part-time jobs, caregivers, and retirees.

There are many benefits to volunteering for us. Here are a few examples;

develop or learn a new skill, broaden knowledge or utilise experience,
gain confidence and self-esteem
improve employability. Volunteering for us provides skills and experience that is valued by many employers. Some of our staff started as volunteers including some of our managers.
the reward from being able to help people,
get to know or to give something back to the community,
try something different,
meet new people and make friends whilst helping us deliver our critical services,
a chance to socialise.

All our Volunteer Generalist Advisers dedicate a minimum one day per week for at least one year. Typically, it takes between 12 and 18 months to become a fully qualified adviser, though you may begin working with clients with our support after 3-6 months, depending on your progress and how much time you can dedicate to your learning.  Once you are ready to work solo, you’ll gain experience with a variety of clients and different enquiry areas. Additionally, you’ll focus on achieving the necessary standards for case recording during our quality assessments. Volunteering as an adviser for Citizens Advice requires a significant commitment, but we also invest considerable resources in your development.