Adviser

Advisers need to be non-judgmental, able to work with clients whose experiences and values are very different to their own, and be good listeners.

Advisers work on a huge variety of issues, both complex and simple, that clients consult us about every day. Advisers work in teams, with support from colleagues. Don’t worry, you don’t need to know all the answers, but you do need to be able to find the relevant information required. There is a range of information and specialist support to enable you to deliver a quality service:

• Help provide an effective and efficient advice service to members of the public.
• help influence government and other organizations by informing them of the effect of their actions on the lives of clients.

Main duties and responsibilities may include:

• Interviewing clients, both face-to-face and on the telephone, letting the client explain their enquiry and helping the client to set priorities
• Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision
• Acting, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals
• Completing clear and accurate case records
• Recognizing the root causes of problems and participating in taking appropriate action
• Keeping up to date on important issues by attending the appropriate training and by essential reading
• Attending volunteer staff meetings

There are a number of months training (10 hours a week) before volunteers can work with our clients, and then it is under supervision.

Training courses are run twice a year in Spring and Autumn. All volunteers will be asked to attend one of these courses.

Skills

• A commitment to the aims and principles of the Citizens Advice service
• Excellent communication skills
• Being open and approachable
• Ability to communicate clearly both orally and in writing
• Ability to sift through information and extract what is relevant
• Basic mathematical skills, including percentages
• Respect for views, values and cultures that are different to their own
• An understanding of why confidentiality is important
• Being open to using computers on a regular basis
• A positive attitude to self-development and assessment
• Ability to work as part of a team
• Ability to recognize their own limits and boundaries in the role