FAMILY
Could you be the next volunteer
at Rotherham Citizens Advice?
Ever since the Citizens Advice was launched in 1939 to meet civilian needs during WWII, volunteers have played a pivotal role in shaping the service.
During the war, volunteers gave advice on lost ration books and evacuations, whereas today an army of 18,000 national volunteers provide the public with information on a whole host of matters, from debt advice to housing rights or how to complain about substandard medical care.
In Rotherham, the local branch is supported by a team of 30 volunteers who have shifted to home-based working throughout the pandemic. We spoke to two of them to find out more about their experience.
on role, so he trained as an advisor. “The training really is first-class and the support is second-to-none. It’s like driving a car for the first time when you get your first client. All new advisors have a mentor throughout their training so that you’re not left to struggle on your own while you’re learning where to find the correct information. This really helps volunteers build their confidence. “There is also superb backup with our own ‘advisor net’ which has all the latest verified information, so you have the reassurance that what you’re telling your clients is factually correct.”
Greg has since been promoted to a supervisor role, which he says he finds amazing that a volunteer can rise to such a position and shows the level of trust and belief Citizens Advice has in their volunteers.
“Being valued and appreciated is what has kept me going for ten years. It’s lovely to receive messages of thanks from the paid staff complimenting me on my work.”
Greg volunteers two days a week: one day as a supervisor, the other as an advisor. Over the last 18 months, his role has been home- based, which he says has given him more time to listen to people’s problems and help more people in a day.
GREG
When Greg retired from teaching over ten years ago, he had a number of things he wanted to do with his life. One of them was to help others, which is why he applied to volunteer at Rotherham Citizens Advice.
Originally, he was asked to join their board of trustees to help shape the organisation’s local strategy. But Greg wanted to be in a more hands-
“Before I joined, I was aware of Citizens Advice but didn’t realise just how important the service was in the community. Over the last ten years the sheer volume of enquiries we are receiving has increased exponentially. I think a move to phone call appointments due to Covid has also enabled us to reach more people who have found it easier and less intrusive than face- to-face meetings. “We also give a more diverse range of support now. We get a lot of benefit queries, especially mistakes in payments or the system. It takes patience and time to resolve, but many of these clients are vulnerable and simply cannot afford
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to wait. But we’ve also seen a rise in employment issues surrounding lack of contracts or workers having their rights abused.”
JULES
Having spent all her working life in education, when Jules retired from her role as a headteacher a few years ago, she felt like she’d fallen off a cliff. How to find new purpose in her life?
When the Covid pandemic hit she found the answer. Not having any medical training to be on the frontline, she applied to be a Rotherham Hero which is where she came across a call for volunteers at her local Citizens Advice. Following an online Zoom
interview, Jules was offered a role as a home-based advisor and began the training programme, also delivered over the internet, which Jules says she finds incredible that such an organisation can operate so efficiently online.
“I am very impressed with the structures and working environments here. We have a video conference morning briefing every day which everyone who is working across the service that day attends and always has a different theme. Then there is a monthly staff meeting. We also have wellbeing sessions each
week, either a quiz or an interest group wellbeing hour which can be on anything from arts to the theatre or even a choir. I’ve never even met my colleagues in person, but they’re a good laugh and people I consider friends.”
Before she became a volunteer, Jules didn’t know anything about the organisation. In just a year, she has become knowledgeable about a range of issues the public face, such as consumer rights and family law. Of course, advisors aren’t expected to know everything, but the in-depth training means they know how to access relevant information that can help clients solve their problem themselves or move forward. “It’s not an easy job and you have to be prepared to learn while also being realistic of how much you can offer Citizens Advice. The training is lengthy and involved, but the benefits are enormous and it gives back more than it takes. “Sometimes callers can be distressed or concerned, but they’re always thankful for your help. To feel like you have helped to make a difference to someone’s life is great. Being that friendly ear to just listen to a person’s problems is very rewarding.”
If you want to make a real difference to people’s lives by helping them with the problems they face, come and join our volunteer team.
No previous experience or qualifications are needed as full training is given.
TO FIND OUT MORE email
volunteer@citizensadvicerotherham.org.uk or complete the application form at
www.citizensadvicerotherham.org.uk/volunteer
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