About the role

Adviceline is Devon’s route to Citizens Advice services over the phone. The line puts members of the public in touch with trained assessors who help work out the best way to resolve a huge variety of problems. Adviceline assessors ask the right questions to make decisions about the most appropriate course of action. This might involve providing clients with information they can use to help themselves, or offering referral to a specialist project or an appointment with a CAB adviser.

You would:

• be the first point of contact for Citizens Advice clients when they phone Adviceline
• deal with and explore a wide range of problems and issues
• understand clients’ situations and assess their ability to deal with their problem and any risks or urgency they face
• support members of the public of all ages and backgrounds
• give information from the Citizens
• Advice information system and other sources to clients
• refer clients for more specialist advice where appropriate
• keep records of all cases you deal with
• help prevent future problems by identifying wider issues affecting more than just the client you are speaking to

Specific qualifications or experience are not required to train for the role. You need to:

• be good at listening
• have a good telephone manner
• have basic computing and typing skills
• have a willingness to learn and to act on feedback
• be open-minded and non-judgemental
• enjoy helping people

You will not be expected to know it all! We provide all Adviceline assessors with training, which will help you develop the skills you need to deliver an excellent level of service to clients. Once fully trained we will continue to support you throughout your time with the bureau.

Introduction

This agreement sets out the broad principles for volunteering with South Hams CAB.

What is a volunteer?

A volunteer is someone who freely gives their time and does not receive financial reward beyond the reimbursement of expenses.

The volunteer relationship is binding in honour of trust and mutual understanding. No enforceable obligation, contractual or otherwise can be imposed on volunteers and volunteering does not affect a person’s entitlement to welfare or out of work benefits.

Volunteers can leave at any time and can negotiate how much involvement they choose to have with South Hams CAB.

Our responsibility to our volunteers:

• To ensure volunteers receive appropriate training, support and feedback via regular supervision meetings and an annual appraisal.
• To ensure that the bureau has a good level of relevant expertise in the management of volunteers.
• To provide volunteers with adequate resources and equipment appropriate to their role.
• To recognise effort, loyalty and dedication.
• To ensure a volunteer knows who to turn to with problems and difficulties and to resolve fairly any complaints or grievances.
• To provide timely and accurate information about the bureau and Citizens Advice service’s policies, procedures, consultations, events and resources.
• To trust volunteers with confidential information in order to carry out their role.
• To ensure volunteers are covered by relevant insurances.
• To fully reimburse volunteers of any travel costs associated with volunteering
• To provide a reference.
• To provide a health and safety compliant working environment, free from discrimination.

Our expectations of our volunteers:

• To represent the interests of South Hams CAB and its clients
• To maintain and uphold the good name and reputation of South Hams CAB and the wider Citizens Advice service.
• To handle sensitive information in accordance with the CAB service’s standards on confidentiality, information assurance and data protection
• To support the bureau’s equal opportunities and diversity policy and to help promote diversity.
• To be reliable and to arrive on time, giving appropriate notice for your role if you are unable to attend.
• To inform the bureau of issues or problems that make it difficult for you fulfill your agreed role and to ask for support when it is needed.
• To understand and agree to relevant bureau polices
• To respect the rights of the clients and other workers in the bureau and the wider Citizens Advice service.
• To have a non-judgmental attitude.
• To carry out the specified role profile to the best of your ability.
• To be accountable for the work you do and take part in an annual appraisal.
• To participate in all relevant training offered.
• To participate in bureau meetings.
• To have an understanding of South Hams CAB’s and Citizens Advice service’s quality standards and how they apply to your role.
• To address areas of conflict constructively with the appropriate person.