You will be the first point of contact and will assess the best way to assist a client
8 hrs / week Flexible Wakefield North view map

All our volunteers start in this role.

Purpose of the role

  1. To provide the initial assessment interviews for our clients, both over the telephone, face to face, webchat and by email.
  2. To decide the appropriate next steps in terms of service provision to the client (Appointments with generalist adviser, information, referral to a specialist, signposting).

Main duties and responsibilities

  1. Using exploration skills to help the client explain their problem.
  2. Identifying key information about the problem including time limits, key dates and any requirement for urgent advice or action (using checklists and other diagnostic tools as necessary).
  3. Identify and summarise the nature of the problem.
  4. Identify possible discrimination.
  5. Identify any underlying issues.
  6. Assess the appropriate level of service taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the bureau’s resources.
  7. Making referrals for clients to more appropriate services (both internal and external) following agreed protocols, including making arrangements and informing clients of what to expect.
  8. Identify appropriate self help materials.
  9. Recording details of the client’s e


We will reimburse train and bus fair.
We will reimburse fuel costs at 40p per mile
We will reimburse parking expenses up to £5 per day.
Deadline: Sat 31st December, 2022


Health & Disability

Suitable for

People new to volunteering, People seeking work, People volunteering together, People working on their wellbeing


Accessible toilet(s), Wheelchair accessible

Minimum age


Skills gained

Listening, Organising, Talking to others, Teamwork

Skills needed

IT / Computers, Listening, Maths/Numeracy, Organising, Reading & writing, Teamwork



Citizens Advice Wakefield District

We are an independent, local charity who offer free, confidential and impartial advice to the citizens of Wakefield District.
We help people solve their money, consumer, work, housing and family problems.
07821 577474
See all opportunities with this organisation