Join our volunteer team
Thank you for your interest in volunteering with us. We’re delighted that you’re considering joining our team.
As a volunteer, you’ll receive a full introduction to the organisation, comprehensive training for your role, and ongoing support throughout your volunteering journey.
We are currently recruiting Volunteer Triage Gateway Assessors.
What does a Volunteer Triage Assessor do?
As a Volunteer Assessor, you’ll be the first point of contact for clients accessing Citizens Advice. Triage volunteers identify clients’ key issues, assess urgency, provide initial information where appropriate, and refer clients to the correct advice route or specialist support.
In this role, you will:
- Greet clients in person, by phone, or online and make them feel welcome.
- Conduct short initial assessments to understand the client’s enquiry.
- Identify priority or emergency situations and escalate appropriately.
- Provide basic information using Citizens Advice approved resources.
- Record client details accurately on internal systems.
- Signpost clients to external agencies when relevant.
- Refer clients internally to advisers, specialists, or self-help options.
- Manage client flow during busy advice sessions.
- Uphold confidentiality, safeguarding, and data-protection standards.
Examples of support you may offer:
- Assisting someone to understand the services or support available to them.
- Helping individuals understand their rights and responsibilities.
- Signposting clients to specialist services where appropriate.
What you’ll gain
Volunteering as an Assessor is a rewarding opportunity to make a positive difference while developing valuable skills and experience.
Benefits include:
- The opportunity to help people within your community.
- Developing strong assessment, interviewing, and customer service skills.
- Building confidence in handling sensitive situations.
- Gaining experience useful for roles in advice, social care, customer service, or public services.
- Receiving ongoing support, feedback, and training.
- Being part of a supportive, friendly team.
- Making a meaningful impact by helping clients access the right help quickly.
What we’re looking for
We’re looking for people who have:
- Good communication and active listening skills.
- Ability to ask clear, sensitive, and structured questions.
- Calmness under pressure and ability to manage multiple enquiries.
- Basic IT skills for recording client information.
- Good judgement and the ability to follow procedures.
- Empathy, patience, and respect for diverse backgrounds.
- Commitment to Citizens Advice values of equality, diversity, and inclusion.
Time commitment and Training
The time commitment for this role will vary depending on organisational needs.
We expect a minimum of 1 day per week, 9-2pm for 12 months.
Full details will be discussed during the recruitment process.
Before starting, volunteers will undertake a combination of training, observation, and practical learning to develop the knowledge and skills required for the role.
Our Commitment and Inclusion
We are committed to creating an inclusive and welcoming environment for everyone. We encourage applications from people of all backgrounds, experiences, and communities, and we value the unique perspectives that volunteers bring to our organisation.