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As a Community Navigator Volunteer with Citizens Advice County Durham, you will be a key part of our team, acting as the first point of contact for clients who seek help across a range of topics, including benefits, debt, housing, consumer issues, energy, family matters, and more. Your role will be to listen to clients’ needs, provide them with the right support, and ensure they are directed to the most appropriate resource—whether that’s internal advisers, external services, or self-help resources.

Client Interaction:
• Clients contact us in a number of ways, you could be supporting clients in person, over the phone or by email.
• Engage with clients in a friendly and empathetic manner, gathering relevant information to understand their needs.
• Identify the nature of their issue and determine whether they need immediate advice, self-help resources, or referral to an internal adviser.
• Provide clients with accurate information on available services and guide them to appropriate resources.

Assessment and Referral:
• Assess whether a client would benefit from a referral to an internal adviser for specialist advice or whether their issue is best handled by another service.
• Ensure smooth transitions for clients, whether transferring them to another service or providing follow-up information.

Self-help Resources:
• Familiarise yourself with Citizens Advice self-help resources and ensure clients have access to relevant tools, guides, and information when applicable.

Confidentiality & Data Protection:
• Maintain confidentiality and ensure that client data is handled in compliance with GDPR regulations.

Record Keeping:
• Document interactions with clients, ensuring accurate and up-to-date records are maintained for follow-up or future reference.

Continuous Learning & Development:
• Attend regular training sessions and workshops to stay updated on various topics and service changes within Citizens Advice.
• Keep up-to-date with community services and relevant resources to best support clients.

Skills & Qualities

• Communication Skills: Strong verbal communication skills with the ability to explain complex information clearly and empathetically.
• Empathy and Active Listening: Ability to listen attentively, understand client concerns, and respond with compassion and professionalism.
• Problem Solving: Ability to assess client needs and direct them to appropriate services or resources.
• Organisational Skills: Ability to manage multiple tasks and navigate different systems efficiently.
• Teamwork: Work collaboratively with colleagues, advisers, and external agencies to ensure clients receive the best support possible.
• Digital Literacy: Comfortable with using computers, online resources, and communication tools (training will be provided).

When & Where?

Barnard Castle & Surrounding Areas.

Training and Support Offered/Expenses

Your learning will include online modules through our national Citizens Advice learning platform, alongside hands-on observation and participation in our office activities. Additionally, you will join various training events, both virtual and in-person. One-on-one support will be available from our Learning team as needed, and as you advance, you will receive guidance from supervisors and encouragement from your colleagues.

Expenses
• Mileage expenses will be paid at the rate of 45p per mile (car) / 20p per mile (bicycle)
• The cost of using public transport will be reimbursed on the production of valid receipt/ticket

• make a real difference to people’s lives
• learn about a range of issues such as benefits, debt, employment and housing.
• build on valuable skills such as communication, listening and problem solving, and increase your employability
• work with a range of different people, independently and in a team.
• have a positive impact in your community.

Other Information

We are committed to having a team that is representative of the community it serves at all levels of the organisation. We therefore welcome applications from all backgrounds and all sections of the community.

As a volunteer, you can be assured that we will take positive steps to ensure:
Role descriptions and associated conditions relate to the particular role, define the qualifications, experience and other skills required in the post, and only include those factors which are necessary and justifiable on objective criteria for the satisfactory performance of the role.

All volunteers are treated equally and fairly throughout their time with Citizens Advice County Durham

All decisions are made in line with the organisation’s equal opportunities policy

Recognition of Quality Volunteer Experience