Gateway Assessor Volunteer
Key work areas and person specification
Gateway assessing
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Assess clients’ 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 (using Adviceguide, scripts and any
other diagnostic tools, as necessary).
Identify and summarise the essence of the problem.
Establish what the client wants.
Assess and agree the appropriate level of service, taking into consideration the
client’s ability to take the next step themselves, the complexity of the problem and
the bureau’s resources.
Refer clients appropriately (both internally and externally) to suit clients’ needs
following agreed protocols, including making arrangements and informing clients
of what to expect.
Signpost clients appropriately to suit their needs following agreed protocols.
Record information given during gateway assessment interviews onto the
electronic case management systems.
Discrimination
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Identify if there is any question of discrimination.
Be aware of the bureau procedures for dealing with actual and potential
discrimination issues.
Social policy
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Identify social policy issues
Assist with social policy work by providing information about clients’
circumstances through the appropriate channels.
Professional development
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Keep up to date with legislation, policies and procedures
undertake relevant training as identified by our supervisory processes
Read relevant publications.
Prepare for and attend supervision sessions and meetings as appropriate.
Administration
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Use IT for record keeping.
Ensure all work conforms to the bureau’s systems and procedures.
Other duties and responsibilities
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Undertake such other duties and tasks as may lie within the scope of this post.
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Demonstrate commitment to the aims and policies of our CAB service.
Abide by health and safety guidelines and share responsibility for own safety and
that of colleagues
Attend and assist with external events and meetings as appropriate
Person specification
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Understanding of, and commitment to, the aims and principles of the CAB service
and its equal opportunities policies.
Ability to give and receive feedback objectively and sensitively and a willingness
to challenge constructively.
Ability to monitor and maintain own standards.
Understanding of the main enquiry issues involved in assessing clients’ problems
Understanding of the issues affecting society and their implications for clients and
service provision.
Willingness to learn and develop skills in main enquiry areas.
Ability to use IT in the provision of gateway assessments, e.g. basic keyboard /
data entry skills / navigation of Adviceguide.
Friendliness and approachability.
Sensitivity to the needs of others.
Flexibility and willingness to work as part of a team.
Good communication skills both written and oral.
Ability to access relevant signposting information including electronic and written
materials.
Understanding of bureau procedures and the way in which the bureau works.
Ability to manage time effectively for the purpose of gateway assessment.
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Reception Volunteer
Key work areas and person specification
Context and purpose of role:
Reception workers are the first point of contact for many people who want help from the
CAB. These may be new clients, or established clients returning for further assistance.
Our operating system can seem complicated, and it is the job of the Reception Worker to
guide our clients through the process.
The Reception worker will explain to clients how we operate, and maintain the waiting
room. Although not involved in the giving of direct advice, they are there to help ensure
that clients get the advice and information that they need.
Personal skills and qualities a Receptionist needs:
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Approachable
Good time management
Disciplined
Good co-ordination between clients, supervisors and managers
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Computer literate
Smart appearance
Polite
Friendly
Efficient
Helpful
Clear speech
Professional telephone manner
Calm
Assertive under pressure
Key work areas and tasks
Operate the reception and provide information
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Welcome clients coming into the bureau contact area.
Explain waiting times and procedures to clients.
Provide information about the CAB and other advice services to clients from a
diverse range of backgrounds and cultures.
Work collaboratively with other colleagues involved in the advice work process.
Provide a service that is based on sensitivity and respect for clients.
Acknowledge children and / or any special needs and take appropriate action.
Maintain confidentiality about clients and their contact with the bureau.
Consult the gateway / advice session supervisor appropriately.
Work within agreed bureau systems and procedures.
Answer the telephone and refer calls or take messages.
Process client information collected at the reception helpdesk.
Provide client with information where appropriate, including details of other
agencies, and point out leaflets / factsheets from Adviceguide.
Create, maintain and archive paper and electronic filing systems in accordance
with the bureau’s systems and procedures.
Liaise with advice staff regarding support for individual clients.
Social policy
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Assist with social policy work by providing information about client’s
circumstances through the appropriate channel.
Maintain and develop advice work administrative systems
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Before the session, check facilities in the reception area and reception materials.
Maintain stocks of stationery, leaflets and posters, and order from suppliers.
Update public information materials and information.
Maintain online and other electronic appointment diaries.
Maintain statistics and collate and produce reports to a prescribed format.
Use IT for record keeping.
Ensure that all work conforms to bureau’s systems and procedures.
Recruit, train and support volunteers and staff working in similar roles
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In time, contribute to the selection, induction, training and day-to-day support of
advice support volunteers / paid staff working in bureau reception areas.
In time, supervise designated advice support volunteers / staff members.
Professional development
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Attend relevant internal and external meetings as agreed with the line manager.
Prepare for and attend supervision sessions / team meetings / staff meetings as
appropriate.
Undergo relevant training as identified with line manager.
Other duties and responsibilities
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Abide by health and safety guidelines and share responsibility for own safety and
that of colleagues.
Any other relevant admin and support duties required to ensure the smooth
running of the bureau.
Demonstrate commitment to the aims and policies of the CAB service.
Person specification
Successful volunteer applicants will need to satisfy all the following criteria:
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An understanding of and commitment to the aims and principles of the CAB
service including the service’s equality and diversity policies.
An understanding of discrimination or the willingness to learn about it.
Ability to give and receive feedback objectively and sensitively and willingness to
challenge constructively.
Ability to monitor and maintain own standards.
Experience of providing reception services, or a clear ability to do so
Excellent verbal communication skills including telephone skills.
Good numeracy and literacy skills.
Ability to access relevant information including electronic and written materials.
Ability to help clients access relevant information/materials
Ability to implement administrative policies and procedures in a busy work
environment.
Flexibility and willingness to work as part of a team.
Friendliness and good approachability.
Awareness of the potential needs of, and demands placed on, vulnerable clients.
Understanding of bureau procedures and the way the bureau works.
Willingness to fully adhere to our policies and procedures.
Ability to manage time effectively.
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Administrator Volunteer
Key work areas and person specification
Purpose of the role
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To help ensure the smooth running and organisation of the bureau.
Main duties and responsibilities include:
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Typing letters and memos for bureau workers
Updating databases and information systems
Filing
Photocopying
Taking minutes at workers’ meetings
Answering the telephone, taking messages where appropriate
Ordering stationery and other necessary items
Completing social policy forms
Ordering and organising leaflets
Greeting clients.
Personal skills and qualities that an administrator needs:
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A commitment to the aims and principles of the CAB service
To be organised and systematic
An understanding of the importance of CAB work
Excellent communication skills, both orally and in writing
A willingness to attend training and other meetings
To be able to work as part of a team.
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Media and Publicity Volunteer
Key work areas and person specification
Purpose of the role
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To publicise the work of the CAB.
To let people know the benefits of volunteering at the CAB.
Main duties and responsibilities include:
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Going to external organisations to promote the CAB – this could be by giving a
talk or speaking to the manager and leaving posters, leaflets etc.
Revamping current publicity materials.
Writing press releases.
Developing links with the local media.
Writing a bureau newsletter.
Personal skills and qualities that a publicity worker needs:
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A commitment to the aims and principles of the CAB service.
A commitment to equal opportunities.
To be able to work as part of a team.
Excellent communication skills, both oral and written.
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Friendly and outgoing.
Ability to communicate with people at all levels.
Able to develop links in the community.
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Advisor Volunteer
Key work areas and person specification
Purpose of the role
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To help provide an effective and efficient advice service to members of the public
To help influence government and other organisations by informing them of the
effect of their actions on the lives of clients.
Main duties and responsibilities may include:
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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
Recognising 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 bureau meetings.
Personal skills and qualities that an Adviser needs:
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A commitment to the aims and principles of the CAB 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 recognise their own limits and boundaries in the role.
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Social Policy Volunteer
Key work areas and person specification
Purpose of the role
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To co-ordinate, promote and be involved in all social policy activities in the
bureau
Main duties and responsibilities include:
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Provide support and guidance to advisers on social policy work
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help advisers to identify suitable cases for social policy work.
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check completed Bureau Evidence Forms.
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give feedback to advisers and managers on completed Bureau Evidence
Forms.
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complete Bureau Evidence Forms from advisers’ Quick Evidence Forms.
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submit completed Bureau Evidence Forms to Citizens Advice.
Keep up to date with social policy issues
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monitor trends in bureau enquiries, to identify issues for potential local or
national social policy work.
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monitor the Social Policy Bulletin, Citizens Advice and other publications
and newsletters.
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network with other people involved in social policy work within Citizens
Advice, locally, regionally and nationally.
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network with other local groups and agencies involved in social policy
work.
Maintain the profile of social policy within the bureau
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report on social policy issues at workers’ meetings.
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promote discussion on social policy issues and campaigns.
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contribute to the bureau’s annual report.
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make a regular oral or written report to the bureau management team.
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make a regular oral or written report to the Trustee Board.
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involve advisers in appropriate social policy activities.
Contribute to learning about social policy
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act as main contact on social policy issues for bureau trainees.
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provide one-to-one coaching on social policy issues for advisers, as
required.
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run small group sessions for bureau staff on aspects of social policy.
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report to managers on individual and team learning needs in relation to
social policy work.
Contribute to effective social policy work within the bureau
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review the effectiveness of existing social policy work.
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review the priorities for social policy work within the bureau.
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evaluate bureau social policy initiatives.
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make proposals for new social policy initiatives.
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produce written reports on any of the above, as required.
Professional development
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attend relevant internal and external meetings, as agreed with the
manager.
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participate in own supervision and appraisal.
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identify own learning needs and appropriate ways of meeting them.
Administration
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develop and maintain an effective system for handling Bureau Evidence
Forms.
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develop and maintain systems for recording and monitoring social policy
work in the bureau.
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maintain detailed records for the purposes of information retrieval,
statistical monitoring and reporting.
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work within the bureau’s wider systems and procedures.
Other duties and responsibilities
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uphold the aims and principles of the CAB service.
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work within the service’s policies and values, especially equal opportunity
and anti-discrimination policies.
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work within health and safety guidelines and principles, sharing
responsibility for own health and safety and that of colleagues.
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carry out any other appropriate tasks requested by the manager, to ensure
the effective delivery and development of the service.
Personal skills and qualities that a social policy co-ordinator / worker needs:
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a strong sense of justice.
understanding of the importance of social policy work.
understanding of key current social issues, and their potential impact on CAB
clients.
commitment to the aims and principles of the CAB service.
ability to give feedback clearly and sensitively.
good report-writing skills.
ability to analyse complex information.
ability to work constructively with other agencies.
ability and willingness to work as part of a team.
ability to work on own initiative, within given guidelines.
desire to continue learning.
basic IT skills and willingness to learn further IT packages.
good level of written and spoken English.
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