Why volunteer for us?

All sorts of people volunteer for many different reasons but one thing that unites them all is that they find it challenging, rewarding and varied. Although a background knowledge of office work and computer use is an advantage, volunteering with the CAB provides an opportunity to learn new skills and to develop existing ones.
There are many different roles you could take, including:

• Gateway Assessor
• Adviser
• Receptionist & Clerical Assistant
• Social Policy Worker
• Trustee Board Member
• Campaigner

Each role will enable you to develop specific expertise. For example, you might improve your IT and organisational skills as a clerical assistant or learn how to deal with the media and develop research skills as a campaigner.
In any role, you will develop your skills in a number of valuable areas, like communication and dealing with the public, as well as increasing your self-confidence through practical hands-on experience. There are opportunities for everyone to develop – you never stop learning! It’s also a chance to put the skills and experience you have to good use helping others. We need people of all ages and backgrounds. For many people, the best thing about volunteering for the CAB is getting to meet a wide range of people and make new friends. There is a real team spirit at the CAB and we provide a supportive environment to make sure that you get the most out of your time with us. Some roles are more flexible than others. We’ll do our best to find a role for you that fits in with your interests and we’ll be as flexible as possible in enabling you to volunteer at the times that suit you best. You may find that the CAB deals with issues close to your heart, for example, more people from black and minority ethnic communities cited the CAB as their first port of call when seeking advice on discrimination than any other agency (Commission for Racial Equality Survey 1999) and in 2001-2002 we ran a major anti-racism campaign. Above all it's a chance to make a real difference. By volunteering for the CAB, you will be playing an active part in improving the lives of millions of people and influencing the development of national and local policies and services.

And you won’t be out of pocket – The CAB will cover any travel costs incurred by volunteering. Some bureaux are also able to pay for other expenses, e.g. child care costs.

It is time you gave yourself a new challenge?

What do our volunteers do?

Gateway assessors help clients get the right help in the fastest time possible. They assess people’s needs, face-to-face, over the phone or by email, and identify the most appropriate course of action. As a gateway assessor you would:

• greet clients and explain the gateway assessment process
• explore the client’s problem(s) using sensitive listening and questioning skills
• identify key information about the problem including time limits, key dates and any requirement for urgent advice or action
• establish what the client wants
• identify the next step that needs to be taken. This might be:
  • providing them with the necessary information they need to resolve the issue themselves;
  • offering a full appointment with an adviser to explore their issues in greater depth; or
  • directing them on a more appropriate route to help them resolve their problem
• summarise the content of the interview for the client and explain what happens next
• ensure clients know they can return if necessary
• record details of the assessment concisely on the computerised database.

Gateway Assessors don’t need to know it all! We provide all trainees with a comprehensive accredited training programme that will give you the skills you need to deliver a high quality service to clients.
You won’t be left alone after you are trained. There will always be a more experienced adviser who will give you support, advice and guidance. All advisers are insured by the CAB in case mistakes are made.

Advisers

The adviser’s role is not to tell clients what to do, but explain their options and possible consequence. Clients are encouraged to make their own decisions and act on their own behalf whenever possible. The aim is to enable clients to manage their own problems by focusing on their needs as individuals.
As an advisers you would:

• interview clients face-to-face and by phone following on from a gateway assessment (see above)
• access our regularly updated electronic information database for information
• summarise appropriate options, and explain the possible advantages and disadvantages of each
• help clients to negotiate with companies or service providers (such as creditors) or to appeal against decisions, for example, welfare benefit claims
• write letters or phone companies and service providers on behalf of clients
• help clients to prioritise their problems, for example, to sort out which debts are most important
• help clients with form filling, for example, to claim for welfare benefits
• refer clients to CAB specialist caseworkers for complex problems or to other agencies when appropriate
• record details of the assessment on the computerised database.

As with gateway assessors, advisers don’t need to know it all! We provide all trainee advisers with a comprehensive accredited training programme that will give you the skills you need to deliver a high quality service to clients. CAB adviser training is accredited by the Open College Network and is respected and valued throughout the advice sector.
Our up-to-the-minute electronic information system contains most of the information you will need when advising clients. You won’t be left alone after you are trained. There will always be a more experienced adviser who will give you support, advice and guidance. All advisers are insured by the CAB in case mistakes are made.

Receptionists & Clerical Assistants

Receptionists are the public face of the CAB. They are the main link between the public and the bureau. This role would suit people who are methodical, organised and patient.
As a receptionist you would:

• welcome clients coming into the bureau contact area
• explain waiting times and procedures to clients
• explain waiting times and procedures to clients
• provide information on the CAB service to clients
• work collaboratively with other colleagues involved in the advice work process
• process client information collected at the reception helpdesk
• maintain confidentiality about clients and their contact with the bureau.

Clerical assistants carry out various tasks within our office. Duties may include photocopying, scanning, typing, filing and maintaining information leaflets.
Receptionists and clerical assistants receive all necessary training, and will always have a session supervisor on hand to assist whenever necessary.

Social Policy Workers

The aim of social policy is to exercise a responsible influence on the development of policies and services both locally and nationally Our social policy workers:

• keep up to date with social policy issues
• help to identify suitable cases for social policy work
• complete Bureau Evidence Forms (Ebefs) from drafts prepared by advisers/gateway assessors
• submit completed Ebefs to Citizens Advice central office.

Social policy workers work in conjunction with the Social Policy Coordinator.

Trustee Board Members

All Citizens Advice Bureaux are independent charities, governed by their own board of trustees who are ultimately responsible for the quality and range of the service. Day to day control is delegated to the bureau manager, but Trustees:

• Set the overall direction and support the development of the bureau.
• Ensure the bureau meets the needs of the local community and the Citizens Advice membership standards.
• Employ CAB staff and control bureau finances.
• Earn and retain the respect of important and influential people and organisations in the community, including funding bodies.
• Ensure the bureau complies with relevant laws.

Bureau trustee boards need people from all sections of the community with a wide range of different skills, experience and perspectives. Trustee boards tend to meet in the evenings, making this a flexible role, which trustee often fit around a full-time job. A full induction into the trustee board's role and responsibilities will be provided.

Campaigners

Campaigners or Social Policy Coordinators use information from problems brought to the bureau by clients to help bring about real change by influencing local and national policy. This is a flexible role which can sometimes be partly carried out away from the bureau and outside their opening times. It can involve:

• Completing and collating evidence forms that record information about the problems clients experience.
• Identifying and raising issues in the bureau and at meetings.
• Training staff and volunteers in spotting particular issues and completing evidence forms.
• Conducting research and writing reports on local issues.
• Media campaigning and liaising with other bureaux and agencies to provide a voice for clients.
• Some bureaux also involve volunteers in other roles, such as press and PR, fundraising, volunteer recruitment and community liaison.

What do our volunteers say?

“I wanted to help people, and feel our work improves people's lives and the community as a  whole”

“It is satisfying work in a friendly environment”

“I find the work rewarding and challenging. It broadens your interests and gives you a real insight into all sectors of society"

"I feel I give something back to the community and it keeps my brain active"

“I like the thought of helping people and I enjoy the camaraderie of the people I work with”

What should I do next?

We hope that what you’ve read so far has answered some of your questions about volunteering with the CAB – and of course that you’re still interested in joining us!

If you want to know more, please contact us. We will be happy to answer any questions and may be able to arrange an informal visit to the bureau for a chat to tell you more about volunteering opportunities available here. We will be able to tell you when we need volunteers and hopefully find a role that both meets our needs and fits in with your interests and the times you’re available.

If you would like to volunteer for Leatherhead and Dorking bureau, please either call into the bureau to collect an Application Form or download form below.

When we have received your completed application form, we will contact you and invite you for an interview, which gives us both the opportunity to decide whether the role you’ve chosen is right for you. If you are successful after interview, you will receive a full induction at the bureau. Thank you for your interest in volunteering with the CAB and for taking the time to read this information. We look forward to welcoming you to the CAB Service.

The CAB is committed to equal opportunities for everyone. We actively welcome volunteers of all ages from a wide range of different backgrounds. We have national staff and volunteer support groups for black, disabled people, women, lesbians, gay men and bisexuals.

Volunteer Application form

Further information

• CAB volunteer recruitment line: 08451 264 264
• www.citizensadvice.org.uk/join-us