Volunteer Adviser – Ellesmere Port

Cheshire West Citizens Advice Published: April 30, 2018
Ellesmere Port
Opportunity Type
Posted By
Practical Experience
Role Specific
Advice & Support Work
Suitable for under 18s


The Volunteer Adviser role is very varied and each individual volunteer has different skills, attributes and training. However, the main duties and responsibilities include:

- Assessing client’s problem(s) using sensitive listening and questioning skills

- Interviewing clients allowing them to explain their enquiry

- Looking at a person’s circumstances in the round

- Identifying key information about the clients problem(s) and assessing if there is the requirement for emergency action

- Being able to identify and summarize a problem and identify the client’s goals

- Assessing and agree the level of service needed for the client

- Referring or signposting clients appropriately

- Providing clients with discrete, impartial advice that is appropriate for their needs and circumstances

- Drafting letters for clients or help clients complete forms

- Helping clients to negotiate with people, service providers or organizations or making phone calls on behalf of the client

- Recording information accurately and sensitively in our case records system

- Identifying any research and campaigns issues

We are also very appreciative of Volunteer Advisers that can adapt to also deliver a service on the phones (Adviceline) or via our webchat service. Full training would be provided to those who would like to be multi-channel Volunteer Advisers.

The role of Volunteer Adviser is very varied and it is up to an individual how far they would like to go in the training process. Fully-trained Volunteer Advisers give comprehensive advice through detailed interview processes and guidance. Other Volunteer Advisers are trained to assess a person’s circumstances and give a short interview with precise advice or book people appointments to see more experienced advisers.

The training route and experience will be completely individual to each and every volunteer so you can give, and gain, as much as you like but there are some qualities that we feel are important for all Volunteer Advisers:

- Excellent communication skills

- Be open and approachable

- Ability to communicate clearly both verbally and in writing

- Ability to filter information and extract what is relevant for the client

- Respect clients and colleagues views, values and cultures - Good at using computers or open to learning how to use them

- Ability to work as part of a team

- An understanding and commitment to confidentiality

- A positive attitude to being a volunteer and personal development

Only registered members can apply for opportunities.

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