1. Menu Can you help by volunteering? What do we offer you? What volunteer roles are there? Volunteer receptionist/ Admin Volunteer Gateway Assessor Volunteer Adviser Reception & Gateway Assessor training Adviser training How to apply Further information About Citizens Advice Leeds (CAL) The principles of the Citizens Advice service Our aims END SHOW

2. Can you help us by volunteering? Citizens Advice volunteers come from all walks of life with a varied range of experience. All new volunteers receive full training for their role at the Citizens Advice Leeds. What sort of skills and experience do you need to become a Citizens Advice Leeds volunteer? You need to… …be committed to the aims and principles of the Citizens Advice service …have good computer and IT skills …be confident in dealing with people …have the capacity and willingness to learn …have good literacy and numeracy skills …have good written and verbal communication skills …have enough time MENU

3. What do we offer you? Full training through group sessions, observation & self study Ongoing support and training Certain out of pocket expenses including travel within the Leeds A friendly environment which recognises and values the skills and contribution of volunteers Personal satisfaction and self development A stimulating role where you learn about different aspects of life As a volunteer you’ll be giving us so much but we hope you’ll agree that we can offer you something back. We offer you: MENU “ “ Volunteering at CAL provides an interesting, stimulating and enjoyable challenge. Marion

4. What volunteer roles are there? There are a number of different volunteering opportunities available at Citizens Advice Leeds.  AdviserAdviser  Gateway AssessorGateway Assessor  Receptionist/ AdminReceptionist Full details of each role are available by clicking on the above links We may from time to time have other roles available e.g. Social Policy, IT and Trustee We need people for different roles at different times, so our volunteer vacancies vary. See our website for current volunteering opportunities. MENU Volunteering at CAL became the most enjoyable part of my week. After a while I started to question why I was working in a job I enjoyed less than what I was doing for free each week. Once I had built up enough skills and experience I applied for paid positions and am now in the Money Advice Team - and much happier for the whole week! Julie B. “ “

5. Volunteer Receptionist/ Admin Volunteer Receptionists and administrators are part of a team, they act as first point of contact for clients who use our service and provide back office support to our teams. As a Reception/ Admin Volunteer you would do some or all of the following:  Set up reception and prepare paperwork  Welcome clients  Maintain and update admin systems  Make appointments  Prepare leaflets/ information and give out  Record client details and maintain data bases  Make reminder calls for next day’s appointments  Telephone reception work  Many other administrative tasks! For this role we are looking for volunteers who can offer at least one day a week. MENU

6. Volunteer Gateway Assessor The Gateway Assessor provides a crucial service to the organisation by making an initial assessment of clients’ needs, this is mostly done on the telephone. This role involves more interaction with clients than any of our other volunteering roles. The Gateway Assessor’s duties include:  Identifying the nature of the client’s enquiry  Assessing the level of service required by the client  Offering and explaining information to clients  Identifying cases which require urgent action  Liaising with Bureau staff and making internal appointments where appropriate  Referring or signposting clients to external agencies  Recording details and enquiries on our electronic case recording system For this role we are looking for volunteers who can offer 2 days per week for the first seven weeks and then at least two half-days per week for at least nine months MENU

7. Volunteer Adviser Advisers give advice to clients on an individual basis once an assessment has been made by the Gateway Assessor or Information Assistant. The Adviser’s role includes:  Exploring the client’s situation and identifying what the client wants  Researching the client’s rights on our Information System and explaining options available to the client  Helping the client to take action including filling in forms, drafting letters and making phone calls  Recording client and enquiry details on our case management system  Attending training in order to develop competence as an adviser For this role we are looking for volunteers who can offer two days a week for the first 4 months and then at least a day and a half each week for at least another 14 months MENU

8. Admin Volunteer Admin volunteers help out with a variety of tasks including:  Scanning  Photocopying  Collating documents / information / filing  Client feedback  Typing documents  Data entry For this role we provide on-the-job training and are looking for volunteers who can offer a minimum of 4 hours per week. MENU

9. Gateway Assessor training Gateway volunteers attend group training 1 day per week for 7 weeks plus observation, self study and assessment in the office. During this period Gateway volunteers are asked to commit to 2 days volunteering per week. During the group training period trainees learn the skills and procedures they will need for the role. After the group training trainees begin working with clients whilst continuing their training and assessment. Gateway Assessors are asked to commit to 1 full day or 2 x ½ days per week. Initial training takes 6 – 8 months to complete and leads to a Citizens Advice certificate. Trainees are supported throughout by a Training Supervisor with whom regular learning reviews take place. This is the minimum period we ask you to commit to for volunteering. WEEKS 1 - 7 9 MONTHS 6-8 MONTHS 2-6 MONTHS MENU

10. Adviser training After the group training trainees continue working with clients whilst continuing their training and assessment. Trainees are supported throughout by a Training Supervisor with whom regular learning reviews take place. The training takes 9 – 14 months to complete and leads to a Citizens Advice certificate Advisers are asked to commit to at least 1½ days per week. WEEKS 1 - 15 18 MONTHS 4-14 MONTHS This involves attending group training 1 day a week for 15 weeks, plus observation, self study and assessment in the bureau. During this period you are asked to commit to 2 days volunteering per week. During the group training period trainees learn the skills, knowledge and procedures they will need to start to interview clients. This is the minimum period we ask you to commit to for volunteering as an Adviser. MENU

11. About Citizens Advice Leeds Our clients and volunteers come from all walks of life. We are committed to providing an independent advice service, and volunteering opportunities, to the whole community. We provide up to date information and advice over the phone and face to face using our unique electronic information system. We link clients up with other services and agencies, help write letters and complete forms, negotiate with creditors and make phone calls on clients’ behalf. MENU The service does not work without volunteers, so I know what I’m doing is important. I learn new things all the time, about life and situations outside my comfortable existence. I learn about myself too! Barbara W. “ “ Click here to continue…

12. About Citizens Advice Leeds BENEFITS EMPLOYMENT The problems we are most often asked about concern: benefits, debt, housing or employment, but we will help people who come to us with any enquiry including consumer rights, legal matters and immigration. Our advisers don’t tell clients what to do, but explain their options and the possible outcomes of different courses of action. Clients are encouraged to make their own decisions and act on their own behalf. We enable clients to manage their own problems by focusing on their needs as individuals. HOUSING DEBT MENU Volunteering at CAB has been an overwhelming experience and I feel honoured to have been able to bring positive changes into people’s lives. Very supportive staff to work with and a great way to learn new skills. Uma “ “

13. Our aims #1 Provide the advice people need for the problems they face The CAB provides information, guidance and support. We do this to enable people to make informed decisions about their lives, so that they can solve their own problems, using their own skills and abilities. We achieve this by offering: Advice to inform clients of their rights and responsibilities Accurate and up to date information on a wide range of issues A choice of options to clients and opportunity for them to decide how any action should be carried out, and by whom Help with completion of forms, calculations, letter writing, telephone negotiations etc Referral to a more appropriate agency where the advice or information required by a client is beyond the scope of the Citizens Advice and/or a better service is available elsewhere #2 To improve the policies and practices that affect people’s lives We make use of the experience and knowledge we gain from working with individual clients to try to prevent similar problems arising for others. This means… We gather information based on our work with individual clients and using this information to try and influence policy makers and providers of services On a local level, we monitor local policies and practices and the effect of these on clients visiting the service, this often involves working with other organisations in the city On a national level, we report to our umbrella organisation, Citizens Advice, any underlying problems with a regional or national policy, service or practice which we have identified through working with our clients MENU

14. The 5 principles of the Citizens Advice Service Our 5 principles Citizens Advice opposes all discrimination We insist that all our clients are treated with respect and proper consideration. The Service has been committed to equality since its foundation. We believe that everyone should have access to employment and services, and that everyone is entitled to fair treatment. Citizens Advice seeks to make sure that a quality service is available to everyone who might use it. CONFIDENTIAL Nothing our clients tell us will be passed on to anyone outside the Citizens Advice service without their permission. The service we provide is based on trust and without that trust it would not exist. IMPARTIAL The Service is open to everyone. We expect everyone who works for Citizens Advice to be able to offer an impartial service. This means offering a service that is not influenced by our own or other people’s prejudices and personal beliefs. FREE The Service is free, regardless of whether or not a client can afford to pay - This is because we do not believe that access to information and advice should be means-tested. INDEPENDENT The Service is independent. We are able to give independent advice on enquiries and to take up issues with the appropriate authority on behalf of individuals and groups. MENU

15. How to apply If you can answer Yes to the following…  Do you support our aims and principles?  Do you have good literacy and numeracy skills?  Do you have good computer skills?  Do you have enough time? …please look at our website for current volunteer opportunities and our application form - you can submit an application at other times and we will hold it on file. We run a number of volunteer training programmes throughout the year which have a fixed number of places. Then save, complete and return the application form. Applications received are reviewed and those selected are invited for interview. MENU

16. Further information Citizens Advice Leeds is based at our city centre premises on New York Street. If you have any questions or require more information Email Jane Pearse at jane.pearse@leedscab.org.uk jane.pearse@leedscab.org.uk Phone 0113 243 3339 For information about other volunteering opportunities in Leeds visit the Doing Good in Leeds websiteDoing Good in Leeds MENU END SHOW