When We Need Volunteers

Not all volunteer roles are available at all times. See below for when you can volunteer

Initial Advice

Your commitment to us

As an advice volunteer you need to commit to come in for one full day or two half days per week. We will agree with you which day(s) during the recruitment stage. If you want to change your day(s) later on we will do our best to accommodate you but we will need to ensure that the service is covered. It is possible we might need to defer your application until a later date in order to give your place to someone who can fill a gap in the service.

It is very helpful if volunteers are willing to cover face to face, telephone and web chat as required but we will take your preference into account.

The Advice Session Supervisor will decide how best to use the volunteers available on the day.

Face to Face Advice

All of our offices offer face to face drop-in advice sessions. Visit the Where Are We page to find our current opening hours.

Please be aware that when we close the doors we will usually still have a number of clients waiting to be seen. The session finishes when the last client has been seen by an adviser.

Phone and Web Chat

Our phone and web chat service operates as follows:

  • Monday to Thursday - 9 am to 5 pm
  • Friday - 9 am to 4.30 pm

We have a small call centre at Hanley with a supervisor to support you during all of the times listed above.

Phone and web chat are available at Biddulph and Newcastle whenever there is a supervisor present to support you which will usually be during the drop-in advice sessions. Please inquire if you would like to do phone or web chat at Biddulph or Newcastle outside of the drop-in times for those offices.

Phone advice is not available at the Kidsgrove office. Web chat advice is available on Thursdays between 10 am and 1 pm.

Form Filling and Full Advice

If you progress to become a form filling or full adviser you will be able to assist clients on pre-booked appointments as well as during drop-in advice sessions.

You can do form filling or full advice appointments at any time in Hanley during office hours. You can do form filing or full advice appointments during the drop-in sessions at Biddulph, Kidsgrove and Newcastle - other times may also be available.

Research and Campaigns

There is limited availability for this role. Please contact us to discuss where and when you are available to volunteer.

Reception and Administration

There is limited availability for these roles. Please contact us to discuss where and when you available to volunteer.

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