Volunteering at Leeds and Chapeltown Citizens Advice Bureau

1. Volunteering atLeeds and Chapeltown Citizens Advice Bureau Our Aims The Principles of the CAB Service About Leeds and Chapeltown Citizens Advice Bureaux Volunteering at Leeds and Chapeltown CAB What we offer Volunteer roles at Leeds and Chapeltown CAB What you need Training for volunteers How to apply More information Volunteers - Make it happen!

2. The first Aim of Citizens Advice is to provide the advice people need for the problems they face. What does this mean? The CAB provides information, guidance and support. We do this to enable people to make informed decisions about their lives, so that they can solve their own problems, using their own skills and abilities. How do we do this? By offering: • Advice which will inform clients of their rights and responsibilities • Accurate and up to date information on a wide range of issues • A choice of options to clients and opportunity for them to decide how any action should be carried out, and by whom • Help with completion of forms, calculations, letter writing, telephone negotiations etc. • Referral to a more appropriate agency where the advice or information required by a client is beyond the scope of the CAB and/or a better service is available elsewhere.

3. The other twin Aim of Citizens Advice is to improve the policies and practices that affect people’s lives. What does this mean? We make use of the experience and knowledge we gain from working with individual clients to try to prevent similar problems arising for others. How do we do this? • By gathering information based on our work with individual clients and using this information to try and influence policy makers and providers of services • On a local level, by monitoring local policies and practices and the effect of these on clients visiting the Bureau. This often involves working with other organisations in the city • On a national level, by reporting to our umbrella organisation, Citizens Advice, any underlying problems with a regional or national policy, service or practice which we have identified through working with our clients

4. The Principles of the Citizens Advice Service Free The Service is free, regardless of whether or not a client can afford to pay. This is because we do not believe that access to information and advice should be means-tested. Independent The Service is completely independent. In terms of the advice and information we offer, we are responsible to our clients and not to our funders. We are therefore able to give impartial advice on all enquiries and to take up any issue with the appropriate authority on behalf of individuals and groups. Confidential Nothing our clients tell us will be passed on to anyone outside the CAB Service without their permission, including the fact they have visited the Bureau. The service we provide is based on trust and without that trust it would not exist. Impartial The Service is open to everyone. We expect everyone who works for Citizens Advice to be able to offer an impartial service. This means offering a service that is not influenced by our own or other people’s prejudices and personal beliefs. Citizens Advice opposes all discrimination We insist that all our clients are treated with respect and proper consideration. The Service has been committed to equality since its foundation. We believe that everyone should have access to employment and services, and that everyone is entitled to fair treatment. Citizens Advice seeks to make sure that a quality service is available to everyone who might use it.

5. About Citizens Advice Bureaux What do we do? Our clients and volunteers come from all walks of life. We are committed to providing an independent advice service, and volunteering opportunities, to the whole community. We provide up to date information and advice over the phone and face to face using our unique electronic information system. We link clients up with other services and agencies, help write letters and complete forms, negotiate with creditors and make phone calls on clients’ behalf . The problems we are most often asked about concern benefits, debt, housing or employment, but we will help people who come to us with any enquiry including consumer rights, legal matters and immigration. Our advisers don’t tell clients what to do, but explain their options and the possible outcomes of different courses of action. Clients are encouraged to make their own decisions and act on their own behalf. We enable clients to manage their own problems by focusing on their needs as individuals.

6. What makes a good CAB volunteer What sort of skills and experience do you need to become a Leeds CAB volunteer? CAB volunteers come from all walks of life with a varied range of experience. All new volunteers receive full training for their role at the CAB. You need to • be committed to the aims and principles of the Citizens Advice service • have good literacy and numeracy skills • have good written and verbal communication skills • have good computer and IT skills • be confident in dealing with people • have the capacity and willingness to learn • have enough time Find out more about the different opportunities

7. What we offer • Full training through group sessions, observation & self study • Ongoing support and training • Certain out of pocket expenses including travel within Leeds • A travel and child care expenses scheme • A friendly environment which recognises and values the skills and contribution of volunteers • Personal satisfaction and self development • A stimulating role where you learn about different aspects of life Volunteers - Make it happen!

8. Volunteer roles at Leeds and Chapeltown CAB There are a number of different volunteering opportunities available at Leeds CAB. You can volunteer as • an Adviser • a Gateway Assessor • a Receptionist • an Administration volunteer • we may from time to time have other roles available eg Social Policy, IT and Trustee Full details of each role are set out on the following pages We need people for different roles at different times, so our volunteer vacancies vary. See our current volunteering opportunities.

9. Volunteer Receptionist Volunteer receptionists are part of a team providing the first point of contact for clients who use our service. As a Reception Volunteer you would do some or all of the following • Set up the waiting room and prepare paperwork • Welcome clients • Update the reception log • Make appointments • Give out information • Record client details • Make reminder calls for next day’s appointments • Telephone reception work • Other administrative tasks For this role we are looking for volunteers who can offer at least one day a week

10. Volunteer Gateway Assessor The Gateway Assessor provides a crucial service to the Bureau by making an initial assessment of clients’ needs either on the phone or face to face. This role involves more interaction with clients than any of our other volunteering roles. The Gateway Assessor’s duties include • Identifying the nature of the client’s enquiry • Assessing the level of service required by the client • Offering and explaining information to clients • Identifying cases which require urgent action • Liaising with Bureau staff and making internal appointments where appropriate • Referring or signposting clients to external agencies • Recording details and enquiries on our electronic case recording system For this role we are looking for volunteers who can offer 1½ days for the first six weeks and then at least two half-days for at least nine months

11. Volunteer Adviser Advisers give advice to clients on an individual basis once an assessment has been made by the Gateway Assessor. The Adviser’s role includes • exploring the client’s situation and identifying what the client wants • researching the client’s rights on our Information System and explaining options available to the client • helping the client to take action including filling in forms, drafting letters and making phone calls • recording client and enquiry details on our case management system • attending training in order to develop competence as an adviser For this role we are looking for volunteers who can offer two days a week for the first 4 months and then at least a day and a half each week for at least another 14 months

12. Receptionist & Gateway Assessor training Receptionists at Chapeltown CAB receive on the job training. All other gateway or reception volunteers attend group training 1 day a week for 6 weeks, plus observation, self study and assessment in the Bureau. During the group training period trainees learn the skills and procedures they will need for the role. After the group training trainees begin working with clients whilst continuing their training and assessment. Trainees are supported throughout by a Guidance Tutor with whom regular learning reviews take place. The training takes 6 – 8 months to complete and leads to the Level 2 Certificate in Supporting the Provision of Legal Advice

13. Adviser training This involves attending group training 1 day a week for 15 weeks, plus observation, self study and assessment in the bureau. During the group training period trainees learn the skills, knowledge and procedures they will need for the role. After the group training trainees begin working with clients whilst continuing their training and assessment. Trainees are supported throughout by a Guidance Tutor with whom regular learning reviews take place. The training takes 9 – 14 months to complete and leads to a Level 3 Award in the provision of initial legal advice.

14. How to apply If you can answer Yes to the following • Do you support our aims and principles? • Do you have good literacy and numeracy skills? • Do you have good computer skills? • Do you have enough time? Yes – Please click here to complete our application form Volunteers - Make it happen!

15. Applying to volunteer at Leeds or Chapeltown CAB We run a number of volunteer training programmes throughout the year which have a fixed number of places. For more information see current volunteer opportunities Please save, complete and return the application form Applications received are reviewed and those selected are invited for interview

16. Leeds CAB • Find out more about the different Leeds CAB offices • Visit our website for more information • If you have any questions or require more information • Email Jane Pearse at jane.pearse@leedscab.org.uk • Phone 0113 243 3339 For information about other volunteering opportunities in Leeds visit Volunteer Centre Leeds