Andover & District
Citizens Advice Bureau

Volunteering

Why volunteer for us?

All sorts of people volunteer for many different reasons but one thing that unites them all is that they find it challenging, rewarding and varied.

Volunteering provides an opportunity to learn new skills and to develop existing ones. There are many different roles you could take, including:

• Adviser
• Administrator
• Receptionist
• IT Support Co-ordinator
• Trustee Board Member
• Campaigner

Each role will enable you to develop specific expertise. For example, you might improve your IT and organisational skills as an administrator or learn how to deal with the media and develop research skills as a campaigner.

In any role, you will develop your skills in a number of valuable areas, like communication and dealing with the public, as well as increasing your self-confidence through practical hand-on experience.

There are opportunities for everyone to develop – you never stop learning!

It’s also a chance to put the skills and experience you have to good use helping others. We need people of all ages and backgrounds.

For many people, the best thing about volunteering for the CAB is getting to meet a wide range of people and make new friends. There is a real team spirit at the CAB and we provide a supportive environment to make sure that you get the most out of time with us.

"Year of the Volunteer 2006"

Some roles are more flexible than others. We’ll do our best to find a role for you that fits in with your interests and we’ll be as flexible as possible in enabling you to volunteer at the times that suit you best.

You may find that the CAB deals with issues close to your heart, for example, more people from black and minority ethnic communities cited the CAB as their first port of call when seeking advice on discrimination than any other agency (Commission for Racial Equality Survey 1999) and in 2001-2002 we ran a major anti-racism campaign.

Above all it's a chance to make a real difference. By volunteering for the CAB, you will be playing an active part in improving the lives of millions of people and influencing the development of national and local policies and services.

And you won’t be out of pocket – The CAB will cover any travel costs incurred by volunteering. Some bureaux are also able to pay for other expenses, e.g. child care costs.

It is time you gave yourself a new challenge?

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What do our volunteers do?

Advisers

Being an adviser is a very varied role. As an adviser you will:

• Interview clients at drop-in sessions and appointments in the bureau, over the telephone and at outreach sessions.
• Give information from the CAB electronic information system and other sources.
• Give advice, and explain the choices and consequences the client faces.
• Give practical help by writing letters, making telephone calls, completing forms, doing calculations and even representing clients at tribunals.
• Refer clients to other agencies if they are better placed to help.
• Keep records of all clients’ cases.
• Prevent future problems by identifying issues that affect a lot of clients.

You don’t need any particular qualifications or experience to train as an adviser. All sorts of people are CAB advisers. You need to:

• Be good at listening.
• Be able to work as part of a team.
• Be able to read and write English and do basic maths.
• Be open-minded and non-judgemental.
• Enjoy helping people.
• You will receive support every step of the way.

Advisers don’t need to know it all! We provide all trainee advisers with a comprehensive accredited training programme that will give you the skills you need to deliver a high quality service to clients. CAB adviser training is accredited by the Open College Network and is respected and valued throughout the advice sector.

Our up-to-the-minute electronic information system contains most of the information you will need when advising clients. You won’t be left alone after you are trained. There will always be a more experienced adviser who will give you support, advice and guidance. All advisers are insured by the CAB in case mistakes are made.

Once you have qualified as a Generalist Adviser, you will have the opportunity to develop further skills and increase the depth and breadth of your knowledge.

Further details on the duties of a volunteer adviser can be found in the bureau's Staff Manual.

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Administrators

Administrators ensure that bureau systems run smoothly. Good support is essential for the smooth running of any organisation and the CAB is no different. There are many different administrative roles – we can match your skills and time available to the bureau's needs. Tasks may include:

• Using spread sheets, databases and word processing packages.
• Maintaining and developing administrative systems.
• Stock control of leaflets and materials and updating information.
• Helping to arrange events.
• Receiving and sending faxes, emails and telephone calls.
• Taking notes and minutes at meetings.

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Receptionists

Receptionists are the public face of the CAB. They are the main link between the public and the bureau. This role would suit people who are methodical, organised and patient. As a receptionist you would:

• Greet clients and make them feel welcome.
• Arrange appointments and answer telephone calls.
• Provide information on the CAB service to clients.
• Manage the waiting room.
• Keep records.

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IT Support Co-ordinators

The CAB Service is increasingly taking advantage of developments in Information Technology (IT). As an IT support volunteer you may be involved in a variety of areas, depending on your skills and the time you have available, for example:

• Supporting and training users in day-to-day use of IT systems.
• Troubleshooting computer hardware and software problems.
• Maintaining and developing networks.
• Designing spreadsheets, databases and web sites.

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Trustee Board Members

All Citizens Advice Bureaux are independent charities, governed by their own board of trustees who are ultimately responsible for the quality and range of the service. Day to day control is delegated to the bureau manager, but Trustees:

• Set the overall direction and support the development of the bureau.
• Ensure the bureau meets the needs of the local community and the Citizens Advice membership standards.
• Employ CAB staff and control bureau finances.
• Earn and retain the respect of important and influential people and organisations in the community, including funding bodies.
• Ensure the bureau complies with relevant laws.

Bureau trustee boards need people from all sections of the community with a wide range of different skills, experience and perspectives. Trustee boards tend to meet in the evenings, making this a flexible role, which trustee often fit around a full-time job. A full induction into the trustee board's role and responsibilities will be provided.

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Campaigners

Volunteers promoting the CAB at the Andover Guildhall

Campaigners or Social Policy Co-ordinators use information from problems brought to the bureau by clients to help bring about real change by influencing local and national policy. This is a flexible role which can sometimes be partly carried out away from the bureau and outside their opening times. It can involve:

• Completing and collating evidence forms that record information about the problems clients experience.
• Identifying and raising issues in the bureau and at meetings.
• Training staff and volunteers in spotting particular issues and completing evidence forms.
• Conducting research and writing reports on local issues.
• Media campaigning and liaising with other bureaux and agencies to provide a voice for clients.
• Some bureaux also involve volunteers in other roles, such as press and PR, fundraising, volunteer recruitment and community liaison.

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What do our volunteers say?

What should I do next?

We hope that what you’ve read so far has answered some of your questions about volunteering with the CAB – and of course that you’re still interested in joining us!

If you want to know more, please contact us. We will be happy to answer any questions and may be able to arrange an informal visit to the bureau for a chat to tell you more about volunteering opportunities available here. We will be able to tell you when we need volunteers and hopefully find a role that both meets our needs and fits in with your interests and the times you’re available.

If you would like to volunteer for the Andover bureau, please either call into the bureau to collect an Application Form or download form below.

It's not all work! Volunteers on a Summer away day

When we have received your completed application form, we will contact you and invite you for an interview, which gives us both the opportunity to decide whether the role you’ve chosen is right for you. If you are successful after interview, you will receive a full induction at the bureau.

Thank you for your interest in volunteering with the CAB and for taking the time to read this information. We look forward to welcoming you to the CAB Service.

The CAB is committed to equal opportunities for everyone. We actively welcome volunteers of all ages from a wide range of different backgrounds. We have national staff and volunteer support groups for black, disabled people, women, lesbians, gay men and bisexuals.

Volunteer Application form

pdf format

Microsoft Word format

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Further information

• CAB volunteer recruitment line: 08451 264 264
• www.citizensadvice.org.uk/join-us