Gateway Assessors

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Purpose of the role

The Gateway Assessor provides a crucial service to the Bureau by making an initial assessment of clients’ needs either on the phone or face to face. This role involves more interaction with clients than any of our other volunteering positions.


For this role we are looking for volunteers who can offer a total commitment of at least 1 year as follows:

  • 1½ days per week for the first 6 weeks
  • then at least 2 half-days per week for at least 9 months

Main duties and activities may include:

  • Identifying the nature of the client’s enquiry
  • Assessing the level of service required by the client
  • Offering and explaining information to clients
  • Identifying cases which require urgent action
  • Liaising with Bureau staff and making internal appointments where appropriate
  • Referring or signposting clients to external agencies
  • Recording details and enquiries on our electronic case recording system

Personal skills and qualities

  • Friendliness and approachability
  • Excellent verbal communication skills including telephone skills
  • Strong written communication skills
  • Ability to quickly sift through information and extract what is relevant
  • Basic mathematical skills, including percentages
  • Good IT skills including Word, email and internet
  • Ability to access relevant signposting information including electronic and written materials
  • Sensitivity to the needs of others
  • Flexibility and willingness to work as part of a team
  • Understanding of the issues affecting society and their implications for clients
  • Willingness to learn and develop skills
  • Respect for views, values and cultures that are different to their own
  • An understanding of why confidentiality is important
  • Ability to recognise their own limits and boundaries in the role


24th July, 2018|Volunteering|