Hillingdon Citizens Advice Bureau – Telephone Gateway Assessor
Details of the Charity:Share this
Hillingdon and Ealing Citizens Advice (HECA) is a registered charity that provides free, confidential, impartial and independent advice. Our services are available to all Hillingdon residents.
Our mission statement is to provide the advice that people need for the problems they face, and to improve the policies and practices that affect peoples’ lives.
HECA core services are: Advice & Information at the Hayes, Uxbridge and Ruislip CABx, a telephone advice line and telephone call-back service, guidance and assistance with negotiating with agencies, and referring to HECA’S projects and other specialist agencies as appropriate.
Details of the Volunteering Opportunity:
Purpose of role:
To provide a high quality, effective and efficient service to members of the public in accordance with the aims and principles of Citizens Advice and the requirements of its Membership Scheme.
- Assess clients’ problem(s) using sensitive listening and questioning skills.
- Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Adviceguide, scripts and other diagnostic tools, as necessary)
- Identify and summarise the essence of the problem
- Establish what the client wants
- Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem, the bureau’s resources and the range of external services available to the client
- Refer clients appropriately to suit clients’ needs following agreed protocols, including making arrangements and informing clients of what to expect
- Signpost clients appropriately to suit their needs, following agreed protocols
- Record information given during gateway assessment interviews onto the Bureau Client Record Management gateway screens
- Minimum commitment of 1 day per week (9am-4pm) for 1 year
- An understanding of and commitment to the aims and principles of the CAB service including the equality and diversity policies
- Good communication skills and the ability to provide an appropriate service to a diverse public
- A basic understanding of the main advice subject areas as detailed in the Adviceguide website
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively
- Ability to monitor and maintain own standards
- Understanding of the main enquiry issues involved in assessing clients’ problems
- Understanding of the issues affecting society and their implications for clients and service provision
- Willingness to learn and develop skills in main enquiry areas
- Ability to use IT in the provision of gateway assessments, e.g. basic keyboard/data entry skills/navigation of Adviceguide
- Friendliness and approachability
- Sensitivity to the needs of others
- Flexibility and willingness to work as part of a team
- Good communication skills both written and oral
- Recognise own limitations and that of the role
- Ability to access relevant signposting information including electronic and written materials
- Understanding of bureau procedures and the way in which the bureau works
- Ability to manage time effectively for the purpose of gateway assessment
- Relevant training provided to develop skills, knowledge and expertise
- Hours volunteered will be recorded on your HEAR – which goes on your permanent university record
- All hours contribute towards your Brunel Volunteers Award, which leads to an invitation to the Brunel Volunteers Awards Ceremony