Volunteer Roles at Lancashire West Citizens Advice

Volunteer Roles with Citizens Advice Lancashire West

We have a number of Volunteer Roles available at our offices in Chorley, South Ribble (Leyland), West Lancashire (Skelmersdale) and Wyre (Fleetwood):

Gateway Assessors (Volunteer Roles)

Vacancies in Chorley, Leyland, Skelmersdale and Fleetwood

A Gateway Assessor is a diverse role and you’ll not be expected to know it all. We train all our gateway assessors, which help in developing the skills needed to deliver an excellent level of service to our clients

As a Gateway Assessor you will:

  • be the first point of access for Citizens Advice clients when they visit the office for advice;
  • help with a wide range of problems and issues our clients face;
  • support the general public across all ages and backgrounds;
  • give information from the Citizens Advice electronic information system and other sources to our clients;
  • refer our clients to more specialist advice where needed;
  • keep records of all our clients cases on the database;
  • help prevent future problems for wider society by identifying issues that affect a lot of our clients.

You don’t need specific qualifications or experience to train for the role. You need to:

  • be good at listening;
  • have good face to face skills;
  • be confident or familiar with keyboard skills, including searching the internet;
  • be confident inputting data;
  • maintain case records;
  • be open minded and not judge clients;
  • enjoy helping people.

Adviceline Telephone Assessors (Volunteer Roles)

Vacancies in Leyland

An Adviceline telephone assessor is a diverse role and you’ll not be expected to know it all. We train all our telephone assessors, which help in developing the skills needed to deliver an excellent level of service to our clients

As a Adviceline assessor you will:

  • be the first point of access for Citizens Advice clients and when they call the Adviceline number;
  • help with a wide range of problems and issues our clients face;
  • support the general public across all ages and backgrounds;
  • give information from the Citizens Advice electronic information system and other sources to our clients;
  • refer our clients to more specialist advice where needed;
  • keep records of all our clients cases on the database;
  • help prevent future problems for wider society by identifying issues that affect a lot of our clients.

You don’t need specific qualifications or experience to train for the role. You need to:

  • be good at listening;
  • have a good telephone manner;
  • be confident or familiar with keyboard skills, including searching the internet;
  • be confident inputting data;
  • maintain case records;
  • be open minded and not judge clients;
  • enjoy helping people.

Receptionists (Volunteer Roles)

Vacancies in Chorley, Leyland, Skelmersdale and Fleetwood

Our Receptionists are the public face of every local Citizens Advice, managing ‘front-of-house’ based on the information given by the advice session supervisor. Depending on the size and resources of the local Citizens Advice, the receptionist role may be carried out by more than one person. Our receptionists carry out the following duties:

  • greet our clients and other visitors;
  • answer the phone;
  • ensure clients know what is happening and how long they have to wait;
  • explain the services on offer;
  • give clients leaflets, lists and self-help materials;
  • take records of the number of client visits and how long they wait to be seen;
  • keep the reception area tidy;
  • enter information into computer systems.

You don’t need specific qualifications and experience but you’d need to:

  • be polite when talking to people;
  • have basic computing skills;
  • have an understanding of, and commitment to, confidentiality;
  • be friendly and approachable.

Advisers (Volunteer Roles)

Vacancies in Chorley, Leyland, Skelmersdale and Fleetwood

Volunteers who give advice to our clients are at the heart of our service and we could not manage without them. Volunteer advisers receive full training in the skills needed to help people deal with their problems and learn how to find the information the client needs from our extensive database. Volunteers are supported and supervised as they begin to give advice and will get feedback and development opportunities throughout their time with Citizens Advice. There are a variety of roles and tasks up to giving full advice. Advisers do some or all of this:

  • finding out the key points of a clients problem
  • finding out what a clients problem is and helping them understand self-help information so the client can act for themselves
  • helping a client with debts to work out a reasonable rate of repayment and supporting them to negotiate this with creditors
  • interviewing a homeless client to find out what their housing options are and helping the client decide their next steps
  • interviewing a client that has been sacked and finding out whether they have lost their job unfairly or not.

You don’t need specific qualifications or experience to train for the role. You’d need:

  • an ability to understand complex information
  • be polite and good at listening
  • to be familiar with using keyboard skills and searching the internet
  • to be able to input data accurately
  • a good level of literacy and numeracy
  • to be open minded and not judge clients
  • to enjoy helping people.

Volunteers wishing to train as Advisers with Lancashire West Citizens Advice service will usually complete the Gateway Assessor training first.

If you’re a law student and you train as a Citizens Advice adviser, you can get up to six months off your solicitor training contract.

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