Being an adviser is a very varied role. As an adviser you will:

• Interview clients at drop-in sessions and appointments in the bureau, over the phone and at outreach sessions,
• Give information from the CAB electronic information system and other sources,
• Give advice in explaining the choices and consequences the client faces,
• Give practical help by writing letters, making phone calls, completing forms, and doing calculations,
• Refer clients to other agencies if they are better placed to help,
• Keep records of all clients' cases,
• Prevent future problems by identifying issues that affect a lot of clients.

Attention all law students
If you train as a CAB adviser, you can get up to six months off your solicitor training contracts!

You do not need any particular qualifications or experience to train as an adviser. All sorts of people are CAB advisers. You need to:

• Be good at listening,
• Be able to work in a team,
• Be able to read and write English, and do basic maths,
• Be open-minded and non-judgmental,
• Enjoy helping people.

• Advisers do not need to know it all! We provide all trainee advisers with a comprehensive accredited training programme that will give you the skills you need to deliver a high quality service to clients. Our up-to-the-minute electronic information system contains most of the information you will need when advising clients,
• You will not be left alone after you are trained. There will always be a more experienced adviser, who will give you support, advice and guidance,
• All advisers are insured by CAB in case mistakes are made,
• Once you have qualified as a Generalist Adviser, you will have the opportunity to develop further skills and increase the depth and breadth of your knowledge,

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Receptionists are the public face of the CAB. They are the main link between the public and the bureau. This role would suit people who are methodical, organised and patient. As a receptionist, you would:

• Greet clients and make them feel comfortable,
• Arrange appointments and answer phone calls,
• Provide information on the CAB service to clients,
• Manage the waiting room,
• Keep records.

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Campaigners, or Social Policy Co-ordinators, use information from problems brought to the bureau by clients to help bring about real change by influencing local and national policy. This is a flexible role, which can sometimes be partly carried out away from the bureau and outside opening hours. It can involve:

• Completing and collating evidence forms that record information about the problems clients experience,
• Identifying and raising issues in the bureau and at meetings,
• Training staff and volunteers in spotting particular issues and completing evidence forms,
• Conducting research and writing reports on local issues,
• Media campaigning and liaising with other bureaux and agencies to provide a voice for clients.

For more on our social policy work, please visit the Campaigns section.

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To assist the bureau in raising money for the service:

• To assist in making the bureau accessible for those for whom English is a second language,
• Translating advice for those for whom English is a second language,
• Assisting in bringing greater awareness of other cultures to the bureau,

NB: Interpretting can also be done while volunteering for any of the other roles listed above. Assisting clients by being available to interpret for them.

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Administrators ensure that bureau systems run smoothly. Good support is essential for the running of any organisation, and CAB is no different. There are many different administrative roles - we can match your skills and time available to the bureau's needs. Tasks may include:

• Using spreadsheets, databases and word processing packages,
• Maintaining and developing administrative systems,
• Stock control of leaflets and materials and updating information,
• Helping to arrange events,
• Receiving and sending faxes, mail, email and telephone calls,
• Taking notes and minutes at meetings.

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The Citizens Advice service is increasingly taking advantage of developments in IT. As an IT support volunteer you may be involved in a variety of areas, depending on your skills and the time you have available, for example:

• Supporting and training users in day-to-day use of IT systems,
• Troubleshooting hardware and software problems,
• Maintaining and developing networks,
• Designing spreadsheets, databases and websites.

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To assist the bureau in raising money for the service:

• Developing a local supporter and donor base from individuals, businesses and charitable trusts,
• Helping Merton & Lambeth CABx to maximize funding from existing donors,
• Researching fundraising prospects in the area - including local individuals, businesses and charitable trusts,
• Soliciting donations and legacies from local supporters,
• Forming relationships with local companies to generate cash and in-kind support,
• Organising fundraising events and appeals,
• Writing to charitable trusts requesting grants for bureau projects.

For more on our fundraising, please visit the Fundraising section.

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To assist the bureau in raising money for the service:

• To publicise the work of the CAB,
• To let people know the benefits of volunteering at the CAB,
• Going to external organisations to promote the CAB - this could be by giving a talk or speaking to the manager and leaving posters, leaflets etc,
• Revamping current publicity materials,
• Writing press releases,
• Developing links with the local media,
• Writing a bureau newsletter,

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The volunteer financial capability trainer develops and delivers financial education in small group sessions to a variety of community audiences. The main duties and responsibilities include, planning and delivering engaging financial capability sessions including:

• Designing and/or selecting resources appropriate to the target audience,
• Ensuring all resources are prepared in advance of a training session,
• Ensuring feedback is received from those receiving training,
• Maintaining accurate records of training sessions delivered and who has received the training, and producing reports when required,
• Keeping up to date with developments in financial capability including attending appropriate training,
• Attending bureau meetings and financial capability regional forums and other national events where appropriate,
• Supporting other bureau work as required e.g. providing referrals for advice appointments where appropriate.

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All Citizens Advice Bureaux are independent charities, governed by their own board of trustees, who are ultimately responsible for the quality and range of the service. Day-to-day control is delegated to the management team, but trustees:

• Set the overall direction and support the development of the bureau,
• Ensure the bureau meets the needs of the local community and the Citizens Advice membership standards,
• Employ CAB staff and control bureau finances,
• Earn and retain the respect of important and influential people and organisations in the community, including funding bodies,
• Ensure the bureau complies with relevant laws.

Bureau trustee boards need people from all sections of the community with a wide range of different skills, experience and perspectives. Trustee boards tend to meet in the evenings, making this a flexible role, which trustees often fit around a full-time job. A full induction into the trustee board's role and responsibilities will be provided.

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