Telephone Assessor

☞ Amber Valley Council for Voluntary Services

View: 103

Update day: 07-05-2024

Location: Ilkeston East Midlands

Category: Sales Executive management

Industry: Nonprofit Organization Management Civic & Social Organization Government Administration

Position: Associate

Job type: Full-time

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Job content

About The Opportunity

Make a real difference in your community! Citizens Advice are looking for volunteers to talk to clients over the phone and explore what problems they’ve come for help with; to assess clients’ needs in order to direct them towards the appropriate information and advice resources that they need to resolve their problem and to help clients understand this information and take the next steps. You’ll be providing a first response to clients on a wide range of real life issues such as employment, debt,benefits, housing, consumer issues and discrimination. Our charity helps people at times of crisis in their lives and our Advice line receives more than 10,000 calls a year from all over Derbyshire. Our advice stops housing evictions, keeps families together and supports people tackling debt. As part of our volunteer team you’ll meet new people, develop your skills and gain experience in a stimulating, challenging and rewarding environment. Main duties and responsibilities may include: Interviewing clients on the telephone to find out about their enquiry and identify any emergencies and/or time limits Finding out what the client wants and what they have already done Making internal referrals and appointments with advisers/specialists Signposting clients to appropriate external agencies/services Providing fact sheets and leaflets by e-mail or post Making appropriate referrals on behalf of the client Completing clear and accurate case records Keeping up to date on important issues by attending the appropriate training and by essential reading Volunteering with us keeps you connected to your community, is a great platform into employment and is fun!Don’t just take our word for it, here’s what some of our volunteers say: "At Citizens Advice you really have the opportunity to make a difference to someone’s life in a positive way" "It’s always different. You never have the same day twice! "

About National Tramway Museum

Provides advice people need on many subjects including civil legal matters, benefits, debt, housing, consumer rights, employment and family issues. Improves the policies and practices which affect people’s lives. Our advice changes lives -at Citizens Advice you can be part of something special.
What are they looking for?

Personal Skills And Qualities That a TelephoneAssessor Needs
  • A commitment to the aims and principles of the Citizens Advice service and policies such as equal opportunities and health and safety
  • Excellent telephone manner and communication skills
  • Being open, approachable and enthusiastic and able to work as part of a team
  • IT skills
  • The ability to communicate clearly both orally and in writing, and to respond to direction
  • The ability to quickly sift through information and extract what is relevant
  • Respect for views, values and cultures that are different to their own
  • An understanding of why confidentiality is important
  • A positive attitude to self-development and assessment There are also opportunities for you to specialise depending on your personal interests, for instance you may want to focus on energy advice to help people find the best deals, signpost to sources of advice around energy efficiency and discuss how they can find support to pay their energy bills. Our volunteer assessors may work towards a Citizens Advice qualification in Generalist Advice.
Practical Considerations
Telephone assessors volunteer in the phone room at our Ilkeston office. Travel expenses are reimbursed. COVID-19 NOTE: we are currently taking names for a waiting list for remote training with a view to matching volunteering roles later in the year.
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Deadline: 21-06-2024

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