We are seeking volunteers to help provide an effective and efficient triage service to members of the public, both on the phone and face to face.

Responsibilities will include:

• Assessing clients’ problem(s) using sensitive listening and questioning skills.
• Identifying key information – time limits, key dates, any requirement for urgent advice or action.
• Confidence to use our approved websites, scripts and any other diagnostic tools as necessary.
• Identifying and summarise the essence of the problem.
• Establishing what the client wants.
• Assessing and agree the appropriate next step, taking into consideration the client’s ability, the complexity of the problem and the bureau’s resources.
• Referring clients appropriately using knowledge of the clients’ needs, agreed protocols, and resources available.
• Making arrangements for appointments and informing clients of what is required of them and what to expect.
• Signposting clients appropriately to suit their needs following agreed protocols.
• Contacting external agencies and organisations to resolve the client’s query.
• Providing clients with discrete advice appropriate to their individual needs.
• IT skills to record all information during interviews onto our database system.

Person Specification:

• Ability to communicate clearly both orally and in writing
• Excellent communication skills, both face to face and over the telephone.
• Good IT Skills in order to do data entry and the confidence to use the internet & email.
• Being open and approachable.
• Ability to quickly sift through information and extract what is relevant.
• Respect for views, values and cultures that are different to their own.
• Ability to work as part of a team.
• Willingness to receive feedback.
• A commitment to the aims and principles of the CAB service.

Due to the training involved we ask that all Advisers commit to working with us for at least a year after the training has finished