Digital Assessor

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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 on-going training and needs of the role.

Purpose of the role:

  • To help provide an effective and efficient triage service to members of the public, through the use of email and webchat
  • To promote the role of information in resolving problems
  • To provide information about the local Citizens Advice and other advice services to clients from a diverse range of backgrounds and cultures

Main duties and responsibilities may include:

  • Explaining the service to members of the public
  • Assessing clients’ problem(s) using sensitive questioning skills
  • Helping clients to identify the correct self-help resources or service providers
  • Identifying key information about the problem including time limits, key dates and any requirement for urgent advice or action (using the Citizens Advice website, scripts and any other diagnostic tools, as necessary)
  • Identifying when clients need to be referred for more help
  • Signposting clients appropriately to suit their needs following agreed protocols
  • Agreeing the appropriate level of service and referring where necessary, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the office resources available
  • Keeping up to date on important issues by attending the appropriate training, attending volunteer meetings, and undertaking essential reading, including becoming familiar with the Citizens Advice public site
  • Completing clear and accurate case records

Research & Campaigns

  • Identifying research and campaigns issues
  • Assisting with research and campaigns work by providing information about clients’ circumstances through the appropriate channel

Personal skills and qualities that a digital assessor needs:

  • Competence and confidence in using IT, specifically using IT applications and resources on websites
  • Good typing skills
  • Ability to communicate in a clear and concise way, including good grammar and spelling
  • Ability to quickly sift through information and extract what is relevant
  • An understanding of why confidentiality is important
  • Open and approachable communicator
  • 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 study/undertake training independently
  • Ability to recognise the limits and boundaries of the role


24th July, 2018|Volunteering|