Job Roles

Here are examples of some of the roles that are usually available at your local Citizens Advice Bureau. This list is not exhaustive, and there maybe other roles available not listed below.

Advisers
Administrators
IT Support Co-Ordinators
Trustee Board Members

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 phone and at outreach sessions.

Give information from the CAB electronic information system and other sources.

Give advice explaining the choices and consequences the client faces.

Give practical help by writing letters, making phone 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 in a team,
Be able to read and write English, and do basic maths,
Be open–minded and non-judgementalenjoy helping people.

You will recieve 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. 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 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.

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Administrators
Administrators ensure that bureau systems run smoothly. Good support is essential for the running of any organisation, and 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 spreadsheets, 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, mail, email and telephone calls taking notes and minutes at meetings.

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IT Support Co-Ordinators
The Citizens Advice service is increasingly taking advantage of developments in 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 hardware and software problems, Maintaining and developing networks, Designing spreadsheets, databases and websites (like this one).

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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 trustees 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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