Advice Assistant – Money Advice Team

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Purpose of the role

The Money Advice Team provides advice and assistance to people struggling with priority and non-priority debts. We aim to provide long term remedies for financial difficulties via a range of formal and informal debt solutions. We also assist clients to access support on a range of linked areas, e.g. benefits, housing, consumer.

Volunteers will complete assessments with clients to decide their most appropriate next step. They will identify any urgent or emergency issues, book appointments, and refer or signpost clients to other services appropriate to resolving their issues. These assessments will mostly be conducted over the telephone, although occasional face to face assessments with clients may be required.


To do this role you need to be available to volunteer for a minimum of 7 hours a week for at least 9 months due to ongoing training and needs of the role.

Induction, Training and Development

Volunteers will receive a full induction, and training will be available in all aspects of the role. Citizens Advice Leeds reimburses travel expenses for volunteers, so you won’t be out of pocket.

Main duties and activities may include:

  • Identifying the best route to help clients, through completing “Common Initial Assessments”
  • Booking appointments, signposting & making referrals for clients to help them resolve their issues
  • Recording information as required
  • Identifying research and Campaign issues

There may also be the opportunity for volunteers to get involved with more in-depth work, depending on their progress and commitment:

  • Assisting Money Advice Team Advisers with follow-up work for clients
  • Helping to host ‘energy clinics’ in community venues where local people can access vital help and advice about energy
  • Helping clients complete applications for trust fund and charity grants

Personal skills and qualities:

  • Willing to learn and attend training and supervision
  • Clear communication skills, both spoken and written
  • Being open and approachable, having a non-judgemental and empathetic manner
  • Ability to listen well, sift through information and extract what is relevant
  • Basic mathematical skills, including percentages
  • Ability to work as part of a team
  • Ability to recognise the limits and boundaries of the role
  • Competence and confidence in using IT
  • A commitment to the aims and principles of the Citizens Advice Service


24th July, 2018|Volunteering|