Triage Volunteers

Triage Volunteers

Triage volunteers interact with clients at the initial stages and are trained to greet clients over the phone and help them to access our service. They play a crucial role in helping clients to feel comfortable using our service and making sure that they have someone to speak to quickly.  The short training for this role runs throughout the year and anyone with good interpersonal skills can apply.

The majority of our Triage Volunteers go onto train as general advisers.

General Advisers:

  • Call clients to explore their issue and provide advice.
  • Give information from the Citizens Advice on-line information system and other quality assured sources
  • Refer clients to other agencies if they are better placed to help
  • Keep records of all clients’ cases
  • Prevent future problems by identifying issues and campaigning for change

There will always be an Advice Session Supervisor, who can provide support, advice and guidance available whenever you deal with client queries.