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.


  • 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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