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Do you have what it takes to volunteer with Citizens Advice?

Information/Digital Assistant Volunteer




Advice Centre, County Hall, High Street, Newport, Isle Of Wight, PO30 1UD





Role Description

Not all clients need advice - some just need help to find the right information. Others need support to use digital services. Our digital and information assistants provide exactly that, helping clients to use things like tablets, kiosks, online PCs, benefits calculators and direct-dial phones. In doing so, they help build the skills and confidence of clients to find information online and use digital services like vehicle tax renewal, finding a rented property and claiming benefits. They do some or all of these activities:

- Explaining the service to members of the public.
- Supporting clients with using self-help services including kiosks, PCs and tablets.
- Helping clients to identify the correct leaflet, self-help resource or service provider.
- Identifying when clients need to be referred for more help.
- Signposting clients appropriately to suit their needs following agreed protocols.
- Recording client numbers and issues.

Required Skills

Specific qualifications and experience aren't required to take on the role. You need to be:

- competent in using IT to complete forms and conduct transactions online
- polite, friendly, open and approachable.
- Ability to offer help appropriately and sensitively in a public environment.
- An understanding of why confidentiality is important.
- Excellent communication skills.
- Being open and approachable.
- Respect for views, values and cultures that are different from your own.
- A commitment to the aims and principles of the Citizens Advice service.
- A positive attitude to self-development and assessment.
- Ability to work as part of a team.
- Ability to recognise the limits and boundaries of the role.