Telephone Triage Assessor


The Telephone Triage Assessor role is offered as an excellent progression opportunity to those volunteers who have satisfactorily completed three months volunteering in one of our other roles. 

Telephone Triage Assessors provide a crucial service to the service. Acting as a first point of contact, for clients who call our telephone Adviceline, they make an initial assessment of the client's needs in a short interview. They talk clients through basic information such as fact sheets and self help information on our Advice Guide website, and when the client needs further advice, discuss they steps they need to take to get this.

These are some of the things you could be doing as a Telephone Triage Assessor:

Jenny's story

I found myself needing some direction after I left an education course that I wasn’t enjoying. The only thing I knew was that I wanted to work with and help people. I knew about the Citizens Advice Service and its reputation for good quality advice and information so I applied for a voluntary position.

From the start I was made to feel welcome and part of the team and there was definitely no ‘them and us’ between staff and volunteers.

With the support of my manager and training supervisor, I progressed through my training and have now secured paid employment within the organisation.

  • Acting as the first point of access for Citizens Advice Manchester clients 
  • Helping with a wide range of problems and issues our clients face
  • Giving information from our Citizens Advice online information system and other sources to our clients
  • Referring our clients to more specialist advice where needed
  • Keeping records of all our clients cases on the database 
  • Helping prevent future problems for wider society by identifying issues that affect a lot of our clients.

Where and when can I volunteer?

This role is based in our offices in the heart of Manchester city centre. Our opening times are Monday to Friday 9.30 am - 5.00 pm. Volunteers are expect to commit to a minimum of one four hour shift each week. This would be either a morning or an afternoon shift and would need to take place at the same time each week. 

Will there be training? 

Telephone Triage Assessors undertake a structured/well defined learning programme lasting approximately twelve weeks. The programme consists of self study, e-learning, courses and observations. The majority of the study is done from home to leave time for observation sessions in the office. 

"I volunteer at Citizens Advice Manchester because my mother had volunteered 30 years ago and told me about the services. And when I needed support I got in touch with Citizens Advice. Now it's so good to be able to help people"

- Mark - CAM volunteer

What opportunities are there to progress? 

After a period of approximately six months post qualification, volunteers who have demonstrated their reliability and commitment to the service will have the opportunity to undertake further learning to train as a generalist adviser. The programme consists of self study, e-learning, courses and observations. The majority of the study is done from home and learning will take place alongside the telephone triage assessor role. Training for this role takes approximately one year to complete.