Volunteer Role: Initial Adviser


To help provide an effective and efficient service to members of the public. This role is done by Face to Face & via telephone.

To help influence government and other organisations by informing them of the effect of their actions on the lives of clients.

All advice volunteers are trained in Digital Assistance and Initial Advice and will be expected to volunteer in both roles as needed.


  • Explain the initial advice process;
  • Explore the client’s problem(s) and situation;
  • Assess the urgency of the client’s issues and their ability to deal with the problem themselves;
  • Identify the next step which needs to be taken;
  • Summarise the content of the interview for the client and explain what happens next;
  • Help clients to complete basic, fact based forms
  • Help clients to complete simple benefit checks
  • Contact 3rd parties on behalf of clients
  • Ensure clients know they can return for further assistance;
  • Record the enquiry on the national database.


  • Be good at listening;
  • A commitment to the aims and principles of the CA service
  • A commitment to volunteer for two 3 hour or one 6 hour session per week;
  • Have a good manner when talking to people face to face and on the telephone;
  • Be able to work in a team;
  • Have some computer skills, basic word processing skills and be able to navigate the internet. Training on the use of our databases will be given;
  • Be able to read and write English and do basic Maths;
  • Be open-minded and non-judgmental;
  • Enjoy helping people.
  • Be willing to learn

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