Volunteer Adviser, Dumfries Bureau [20658]

Being an adviser is a very varied role. As an adviser your main responsibilities will be:
• Interview clients at drop-in sessions and appointments in the bureau and occasionally by phone and outreach sessions;
• Listening to clients and letting them explain the problem. Helping the client to clarify the issues by exploring the problem through active questioning;
• Provide information to clients from the Citizens Advice Bureau electronic information system, reference books and other sources;
• Explain the choices and consequences the client faces to enable clients to make informed choices;
• Give practical support to clients by writing letters, completing forms, doing basic benefit calculations, making telephone calls and speaking or writing to other agencies on their behalf;
• Refer / signpost clients to other agencies for specialist/additional support;
• Keep accurate case records of meetings with clients on official computer databases;
• Identify common issues that affect many clients to prevent future problems;
• Maintaining basic office administration, e.g. filing case notes, amending information, telephone calls and any other appropriate tasks as required;
• Committing to a minimum of two volunteer sessions per week is required, either 9am – 1pm or 1pm – 5pm. and for Dumfries, on a rota, cover one evening sessions which can occur every 6-8 weeks;
• Attend volunteer/staff meetings as arranged.