WELCOME TO NORFOLK CITIZENS ADVICE
"I have used the CAB on and off for nearly 50 years and found it an invaluable service. The fact that it is very helpful and with the bonus of being free. I would say probably the most incredible service this country has to offer alongside the NHS "
Client feedback, 2021
Welcome to one of the great British institutions. A charitable service that has been delivered by the community for anyone in the community since 1939.
We opened as individuals and groups across the country in response to the Second World War as a means to helping communities through that disruption. But the value and impact of Citizen's Advice proved too great for the service to close, as expected, in 1945.
Demand for impartial, confidential, highquality advice has endured. We made a name for consumer support but in recent decades we have always provided advice on any topic.
We maintain an open door to anyone who needs us but have been dominated by debt, benefits, housing, health, employment and relationship issues.
We support citizens through lots of different services and have paid advisers and a lot of partners to refer to for specialist support. But volunteering has been a part of our service from day one and continues to be critical to helping our clients.
Without volunteers we would not address the millions of clients' issues we field each year.
So, thank you for considering volunteering to advise. You would be starting a process that will empower you to support people who, in so many cases each day, face challenges in life that bring misery, depression, debt, homelessness, despair and isolation.
Get ready to make a difference.
VOLUNTEER ROLES
ADVISER
Receptionist, Assessor & Digital Assessor
Greet clients, find out basic information about their query, and help them to the next stage of support
Adviser & Digital Adviser
Play a key role in helping people to solve their issues - interview clients, understand their issues and help to find solutions
Specialist Adviser & Specialist Digital Adviser
Build on your experience and develop specialist knowledge in specific issues or in working with particular groups
WHAT YOU CAN EXPECT OF US
We will support you throughout your volunteering in the service.
Whilst training, you will be able to contact your trainer and also discuss progress with a mentor in your team We will base you in your team from the beginning of your training, so you should feel part of that team from the start.
We will make sure you are able to understand the importance of the service and your route through training to the role that you want
We have designed the training programme to be flexible so you can accommodate the study and team activity alongside the other calls on your time There is quite a bit of study material to cover but you can expect us to provide it in manageable chunks and in a sensible order.
As you progress through your training, you will be able to play valuable roles in your team Not only will this experience help clients to find solutions but you will help to learn through practice.
At all times in your training and your advicegiving, you will have someone to call on for support That might be peer advisers for simple questions of practice or supervisors to help handle complex or unusual requests. Each of your cases will be checked as part of our quality assurance process. At no time will you be left to manage alone.
Alongside this support, you will join a team of committed professionals, some volunteering, some paid. You will enjoy a strong team ethic and a welcoming and inclusive environment. Your work will be acknowledged and valued
You will make a huge difference in your community.
YOUR COMMITMENT TO THE SERVICE
Your approach
We ask our volunteers to embrace our equality, diversity and inclusion commitment. This means welcoming all clients regardless of background or issue. It also means working in a professional manner with other volunteers and staff
We ask volunteers to accurately advise clients and record cases in our systems. We maintain processes for data consenting, safeguarding, recording and case management to ensure we understand and meet the needs of our clients and their communities. This data allows us to advocate on their behalf on a range of issues.
Your time
We ask our advisers for at least 1 day a week for 40 weeks of the year Many volunteers attend on the same day each week which helps our scheduling of the service.
Volunteers take holidays whenever they wish and our teams can be flexible in accommodating an individual's needs. Whilst training you might need to visit your team for a day each week and undertake online or in-person training as well The more you can do, the quicker you complete the training programme.
STAGES OF TRAINING
Stage 1 Induction
This stage provides a good overview of the service and key information:
History and purpose of the service
Data protection
Equality, diversity and inclusion
Introduction in interviewing clients and our case system
An introduction to Debt
Stage 3
Becoming an Adviser
You are now ready to go into more detail on the key issues:
Family and relationships
Debt
Housing
Immigration
Energy
Once you have completed Stage 3, you will be able to act as Adviser.
Stage 2 Training to Support Reception and Assessment
This stage will help you to understand how to interview a client and record their case in our system You will also start to develop your knowledge of key issues:
Benefits
Debt
Employment
Housing
Legal Issues
Once you have completed Stage 2, you will be able to act as Receptionist or Assessor within one of our teams
Stage 4
Training as a Specialist
Once you have completed your adviser training, you will have the opportunity to specialise in a particular issue area. These include:
Research and campaigns team member
Energy project specialist
Crisis support specialist
Consultant adviser
YOUR TRAINING PROGRAMME
Your training programme is designed to allow you to learn at your own pace.
Ideally, we would like you to complete this in 15 weeks, but it is possible cover all the material in a shorter time or to take more time to absorb some of the modules
Our study materials are available online and there is the option to print out the materials depending on your studying preferences. Alongside the learning materials, you will join your new team from your first week of training. This allows you to observe the advising role and build your understanding of client interaction and how advisers work. You will be assigned a mentor within the team, most likely the team supervisor, who will work with our trainer to ensure you are supported throughout the programme.
Throughout the programme, you will be able to ask questions of your mentor and team and attend online Q&A sessions on particular themes.
At the end of Stage 2 and Stage 3 you will be observed undertaking the role. Your mentor will judge whether you meet our competency requirements and either sign you off or provide some more practice opportunities.
To gain Adviser status, you must complete a minimum of three shadowing activities and three observed client interviews
You will then be able to advise clients. But, for every case, you are supported. There is always an experienced supervisor available to advise on details that you are unsure of. Your work is regularly reviewed and highly quality-assured.
Once you have a good understanding of the Adviser role, there are many other Specialist Adviser training opportunities to keep you challenged and engaged!
"The lady that helped me was amazing! I had my toddler with me and was quite emotional, her kindness towards myself and my toddler & then the help she offered has been wonderful."
