All sorts of people volunteer as Citizens Advice Bureau advisers. Here are some of the things they have in common:
- Good listener
- Enjoy teamwork
- Can read and write English, and do basic arithmetic
- Are comfortable using computers, online tools and the telephone, or are prepared to learn
- Are open–minded and don’t judge people or their circumstances
- Enjoy helping all kinds of people
- Prefer regular volunteering and are able to offer an agreed number of hours each week
Does this sound like you? Then apply to be a volunteer!
Do I need special qualifications or experience to become an adviser?
No! There is a tried and tested training programme, used by every bureaux in Scotland when training advisers and that will give you a great start. Also, during every advice session, bureaux will have support on hand for their volunteers. Then advisers use our extensive information system to research client queries so you don't need to have legal or other specific knowledge.
What does an adviser do?
The role of a Citizens Advice Bureau adviser is very varied. Find out more by reading the volunteer stories which are available for you to download at the bottom of this page and here are some of the things advisers do:
- Interview clients by phone or in person. Some bureaux give advice by e-mail, webchat or even SMS
- Provide information from our information system
- Explain the options or choices the client has, and what these might mean for them
- Offer practical help to clients by making phone calls, helping them to fill in forms on paper or online, helping them to draft e-mails or letters
- Use online tools and sometimes perform calculations to assess entitlement to benefits
- Refer clients to other agencies which might be of help to them
- Record client information and summarise what information and help was provided on CASTLE, our electronic client record system
- Help prevent future problems by identifying issues that affect a lot of clients – this is called social policy work
- Most volunteers are generalists but in some bureaux there are opportunities for specialisation and additional tasks such a tribunal representation
Moving on from the bureau
As well as helping you in the Citizens Advice Bureau, all the training and support you get as a Citizens Advice Bureau adviser can help you into paid work or further education when it’s time to move on. Once you have completed the initial training programme and have some experience, there will be opportunities for ongoing training to keep you up to date and to help you to develop as a volunteer adviser.
Apply to volunteer
Contact your local Citizens Advice Bureau to find out about volunteer vacancies they are looking to fill.
