Digital Advice Coach Triage Assessor Research and Campaigns
Our Digital Advice Coaches, working from our digital access points across the city, support clients to use computers to access online information and self help resources, directing them to further advice if needed.
All of our advice volunteers start out as a Digital Advice Coach. After a minimum period of three months/70 hours in this role, volunteers will have the opportunity to progress into the Telephone Triage Assessor role.
Telephone Triage Assessors provide a crucial service to the bureau. 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.
After an approximate period of six months post accreditation, volunteers will have the opportunity to undertake further training to Generalist Adviser level. This takes up to one year to complete.
As well as providing advice, every local Citizens Advice office has a twin aim of collecting evidence from clients’ experiences – and our experiences of advising them – and using this to campaign for positive changes that can benefit everybody, and not just people who access our services. We do this work locally, with Councillors, Members of Parliament and local organisations. We also provide case studies and information to Citizens Advice’s Head Office, for use in their national campaigning work.
Our volunteers can get involved in a range of activities; conducting research with clients, helping with report writing, collecting data from external sources to support campaigns, and helping with campaign events and activities.