Volunteer with us

Receptionists are the public face, managing the reception with the support of the Advice Session Supervisor.

Duties include:

• greeting clients and visitors
• answering the telephone
• ensuring clients are aware of waiting times
• explaining the services on offer – giving clients leaflets, lists and self-help materials
• taking records of the number of client visits and how long they waited to be seen
• keeping the reception area tidy
• entering information into computer systems

Which skills are we looking for?

You do not need specific qualifications and experience, but you need to…

• be polite when talking to people
• have a working knowledge of spoken and written English
• have basic computing skills
• have an understanding of, and commitment to confidentiality
• be friendly and approachable
• be able to work in an impartial manner within our ethos of diversity and equality Volunteers are required to be available for 2 days per week during a 4 week Induction process, and should be able to volunteer with us for a further 6 months post-induction.

This role is within a triage service delivered by telephone to find out the person’s problem and decide on the best next step.

We help clients with information, signpost to specialist agencies or book the person an appointment for advice. Volunteers complete initial training as a group and always have a supervisor available.

There are a set of competences you work toward and we provide you with national citizens advice certification to your role.

The role is a very active one, in which training is provided over a 4 week period and the opportunity to gain knowledge and real skills in a advice setting.

Which skills are we looking for? –

• Willingness to assist the public by telephone and an ability to grasp new information quickly
• Online research skills Other skills you will need (and we will build on through training):
• Good listening and communication skills
• Able to read and write English and do basic maths
• Reasonable IT skills – Internet, Microsoft office packages
• An openness to learning and acceptance of developmental feedback
• Be open minded, non-judgmental and enjoy helping people
• Reliability and commitment to the volunteering role
• Excited to join a team that makes a difference
• Able to work as part of a team

What can you gain?

• Work place skills, knowledge and experience within an advice setting – Working in a team to make a difference to your local community
• A nationally recognised Information and Assistance Certificate

We are looking for volunteers who are available to volunteer Mondays – Fridays during the daytime, 1-2 days per week. We do not open during weekends or in the evenings. Volunteers are required to be available for 2 days per week during a 4 week Induction process, and should be able to volunteer for a further 12 months post-induction.

This role is suitable for anyone with basic IT skills and may be of interest to those with only limited time to volunteer, including people on work experience and placements.

Purpose of the role:

• To provide ‘assisted digital support’ with using services and carrying out transactions online
• To promote the the use of PCs and the role of information in resolving problems
• To provide information about the local Citizens Advice and other advice services to clients from a diverse range of backgrounds and cultures
• To enable clients to develop the skills and confidence they need to use digital technology effectively

Which skills are we looking for?

• Competence in using IT to complete forms and conduct transactions online
• Ability to offer help appropriately and sensitively in a public environment
• An understanding of why confidentiality is important
• Excellent communication skills
• Being open and approachable
• Respect for views, values and cultures that are different from your own
• A commitment to the aims and principles of the Citizens Advice service
• A positive attitude to self-development and assessment
• Ability to work as part of a team
• Ability to recognise the limits and boundaries of the role

We are looking for volunteers who are available to volunteer Mondays – Fridays during the daytime, 1-2 days per week. We do not open during weekends or in the evenings.

Volunteers are required to be available for 2 days per week during a 4 week Induction process, and should be able to volunteer for at least 9 months post-induction.

Purpose of the role:

• To ensure that the bureau is a welcoming and accessible place for clients and to assist them with accessing all forms of information

Main duties and responsibilities include:

• To assist clients with accessing digital information and completion of online forms
• To ensure that clients are able to find the information they need easily

Which skills are we looking for?

Personal skills and qualities that an Information Assistant needs:

• Understanding of, and commitment to, the aims and principles of the Citizens Advice service and its equality and diversity policies
• Good communication skills of listening and exploring issues
• To be friendly and approachable
• To be able to work as part of a team
• To have good information technology skills and be able to research information online for clients
• Keen to undertake research for resources and information
• Able to develop basic coaching skills

You will have the opportunity to gain work place skills , meet and assist the public and further develop communication and research skills in a busy Information Hub working in a team.

We are looking for volunteers who are available to volunteer Mondays – Fridays during the daytime, at least one day per week. We do not open during weekends or in the evenings. Volunteers are required to be available for 2 days per week during a 4 week Induction process, and should be available to volunteer for a period of at least 9 months post-induction.

Purpose of the role

• To help provide an effective and efficient advice service to members of the public
• To help influence government and other organisations by informing them of the effect of their actions on the lives of clients

Main duties and responsibilities may include:

• Interviewing clients, both face-to-face and on the telephone, letting the client explain their enquiry and helping the client to set priorities
• Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision
• Acting, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals
• Completing clear and accurate case records
• Recognising the root causes of problems and participating in taking appropriate action
• Keeping up to date on important issues by attending the appropriate training and by essential reading
• Attending bureau meetings

Which skills are we looking for?

• A commitment to the aims and principles of the Citizens Advice service
• Excellent communication skills
• Being open and approachable
• Ability to communicate clearly both orally and in writing
• Ability to sift through information and extract what is relevant
• Basic mathematical skills, including percentages
• Respect for views, values and cultures that are different to their own
• An understanding of why confidentiality is important
• Being open to using computers on a regular basis
• A positive attitude to self-development and assessment
• Ability to work as part of a team
• Ability to recognise their own limits and boundaries in the role

All prospective volunteers wishing to progress to the adviser role start off in roles involving meeting clients in our Information Hub, where they assist with information and completing factual forms online.

This initial phase may be followed by 6-8 training sessions leading to the Telephone Gateway Assessor role (providing a triage service). Volunteers in this role find out what the client issue is and then give information, signpost elsewhere, or book an appointment with an adviser. They do not give advice.

Once trained and certificated to this role (approx. 25 weeks), you will have the option to move on to training for the Adviser role, having successfully demonstrated competency by passing a more in-depth selection task. The training consists of similar theoretical and on-the-job learning over a period of 12 months. Typical duration of volunteering is 18-24 months, subject your availability and service demands.

Priority activities / tasks to include:

• Support the administration team, including taking up tasks from the online task list
• Deal with incoming and outgoing post, including scanning letters and attaching to the client database and notifying the adviser
• Take and process messages from the client message line
• Process messages left by clients dropping into the hub for advisers
• Update the client database, as required
• Scan, photocopy and shred documents
• Assist with updating and maintaining stocks of handouts for the information hub and advice line
• Creating client files for advisers
• Other occasional administrative tasks, as required

You will have the opportunity to gain work place skills, assist advisers in helping the public and develop administrative skills in a busy office environment.

We are looking for volunteers who are available to volunteer Mondays – Fridays during the daytime, at least one day per week. We do not open during weekends or in the evenings. Volunteers are required to be available for 2 days per week during a 4 week Induction process, and should be available to volunteer for a period of at least 9 months post-induction.

Citizens Advice Lewisham is a member of the national Citizens Advice (CitA) organisation.  We deliver free, impartial and confidential advice to those who live, work or study in the London borough of Lewisham.

We are currently seeking a trustee with a fundraising background to join our dynamic charity board. This person will have a lot of relationships in the trust and foundation sector and will be able to share valuable insights into trends in the sector with the board. This trustee is not expected to write any fundraising bids.

We are a highly engaged board who is passionate about ensuring our charity makes a big difference to Lewisham residents, especially to the most vulnerable people. We work in a collegiate way, respecting the diverse viewpoints board members bring to the table and hold ourselves to high professional standards.

Fundraising Expert Trustee duties and responsibilities

Each individual member of the Trustee Board has a responsibility to contribute to the discharging of the board’s duties. They do this by:

• Governing the charity in the best interest of the clients and in line with the governing documents
• Actively contributing to setting policy and strategic direction, defining goals, setting targets and evaluating performance and ensuring effective oversight of the charity’s activities. This includes visiting Citizens Advice Lewisham to get to know the team and being aware of the service in action.
• Taking responsibility for their own learning and development
• Monitoring whether the service complies with its governing document and how well the advice needs of the local community are being met
• Supporting the development of Citizens Advice Lewisham through agreed projects and managing risk
• Maintaining confidentiality about any sensitive or confidential information received

The Fundraising trustee will contribute unique insights about developments in the trust and foundations. The Fundraising Expert Trustee is not expected to write any fundraising bids.

General Trustee skills and qualities

• Ability to meet time commitment
• Commitment to clients and ensuring the impact of Citizens Advice Lewisham in the local community.
• Ability to fulfil governance role, specifically to manage risks, ensure oversight and strategic development of the charity.
• Effective communication skills and willingness to participate actively in discussion
• Willingness to gain knowledge of local needs and resources
• Commitment to the aims, principles and policies of the Lewisham CAB service, including those relating to equal opportunities, independence, and research and campaigns
• Ability to understand and accept their responsibilities and liabilities as Trustees and employers
• Willingness and ability to learn and to develop
• Ability to think creatively and strategically, and exercise good, independent judgement
• Ability to build productive respectful relationships with other Trustees, staff and volunteers
• Willingness to actively participate in discussions concerning needs of the charity’s beneficiaries, staff and the Trustee board
• Willingness to act in the best interest of the charity
• Sound, independent judgement and ability to think creatively
• Working effectively as a team member and demonstrating a willingness to learn and develop

Time Commitment and availability to attend required meetings

• Quarterly evening Trustee Board meetings (each 2½ hours plus prep)
• One annual Trustee Board awayday (weekend – 5 hours plus prep)
• Liaison with Chair, CEO and colleague Trustees by phone, e-mail or Skype (occasional)
• Day-time visits to our offices to understand our work and engage with staff/volunteers (occasional)
• Two annual stakeholder events (one evening event, one mid-week all-day event)
• Join a subcommittee (up to 4 meetings a year)
• Where required, leading independently on key projects.
• Additional meetings and day time visits to the Citizens Advice Office as needed

 Diversity

We seek candidate Trustees from all backgrounds so that our board represents the diversity of our community.  We welcome applications from all candidates regardless of ethnicity, age, gender, disability, sexual orientation or religion.

As services are delivered in a small geographic area applicants should ideally live, work or study in, or near, Lewisham or have some local knowledge of the area.

How to apply

Do you have the enthusiasm and skills to shape the future of advice services for communities across Lewisham?

Citizens Advice Lewisham is a member of the national Citizens Advice (CitA) organisation. We deliver free, impartial and confidential advice to those who live, work or study in the London borough of Lewisham. We provide advice to some of the most vulnerable groups in our area, and help to gain access to justice, prevent homelessness, tackle discrimination, resolve debt problems, and maximise incomes. We campaign to bring about improvements for local people, from tackling illegal money lending to compiling evidence on domestic violence.

We are currently seeking a Chair to join our dynamic charity board as our current chair is coming towards the end of her term. We are a highly engaged board, passionate about ensuring our charity makes a big difference to Lewisham residents, especially to the most vulnerable people. We are looking for a person with a radical commitment to the people we serve, with political astuteness in dealing with key stakeholders, the sense of possibility and strategic thinking to growing and securing our charity’s long term impact. We are looking for someone wise who makes decisions knowing our day to day pressures, separating the important from the ‘noise’. You are good at inspiring people as well as holding people to account and have the skills to ensure good governance of the charity whilst making the most of the skills of a diverse trustee board. You will set the policy and strategic direction, targets and evaluate the performance of the organisation with the board. Along with the CEO, you will represent the local Citizens Advice in relationships with funders or potential funders, local events and in the community. You will ideally have experience in board governance.

We’re keen to make sure we hear the voice of the whole community in Lewisham, so welcome applications from people from all walks of life regardless of ethnicity, disability, age, gender, sexual orientation or religion.

The time commitment is up to half a day (ad hoc) per week working with the organisation on Chair matters in addition to quarterly governance committee meetings.

To find out more information about this exciting opportunity, please get in touch with our retained consultant at TPP Recruitment: Brigitte Stundner at executive@tpp.co.uk.

How to apply