This is a key frontline role helping people who are seeking information and advice. Gateway Assessors find out about the client's problem and situation, and how we can assist them. This might be providing information, making an appointment with an Adviser, or making a referral to another organisation. The Gateway Assessor programme takes approximately 6 months to complete, following which volunteers may go on to undertake training to become volunteer Advisers.
- complete an introduction to Citizens Advice and training for your role
- talk to clients face to face, over the phone, or online to explore what problems they need help with
- find information about the clients’ problems and help them to understand their options.
- assess and agree the appropriate next step with the client
- write a summary of the clients’ problems and what action you’ve taken
- look out for problems that are common, or are unfair, and write a short report about the problem or a letter to an elected official like an MP, AM or local councillor.
Some examples of what you could do:
- find the information online that explains how to apply for Housing Benefit in a client’s local area and explain it to them
- identify what steps a client can take to resolve their problem with a second hand car
- help a client find and understand what steps they can take to deal with their rent arrears
You will
- make a real difference to people’s lives
- learn about a range of issues such as benefits, debt, employment and housing
- build on valuable skills such as communication, listening and analysing
- increase your employability
- work with a range of different people, independently and in a team.
- have a positive impact in your community.
And we’ll reimburse travel expenses too.
You don’t need specific qualifications but you’ll need to:
- be friendly and approachable
- be non-judgmental and respect views, values and cultures that are different to your own
- have good listening skills
- have excellent verbal and written communication skills
- have good maths and IT skills
- be able to understand information and explain it to others
- work in a team, be organised and manage time effectively
- be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
- be willing to undertake training in your role
To apply, please download and complete the Volunteer Application Form and Diversity Monitoring Form (on this page), and send these to our Volunteer Recruitment Team by email to volunteerrecruitment@citizensadvicesouthwark.org.uk, or by post to Citizens Advice Southwark, 6–8 Westmoreland Road, Walworth, SE17 2AY.
Please note: Our current volunteer opportunities are not available at weekends.
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At Community TechAid (CTA) our mission is to enable sustainable access to technology and education needed to extend digital inclusion to all.
As a Volunteer Telephone Assessor you will explain your role to the client, interview clients on the telephone, assess what information, advice or support they need, and guide them on next steps to move them forward.
Help us amplify our message, promote our charity’s aims, and engage our community!