Initial Assessment
- Complete an introduction to Citizens Advice and training for your role
- Greet clients and talk to clients over the phone, face to face, or online to explore what problems they’ve come for help with
- Complete an Initial Assessment Form to determine the suitable next step of advice by evaluating clients capabilities
- Check for emergencies, deadlines and self-help capability
- Discuss next steps with Team Leader and offer guidance and suggestions to clients
- Arrange appointments for advice/support where criteria are met
IT tasks
- Log client details on our case management system and take copies of relevant documents from clients
- Complete short reports to flag campaign-worthy issues if appropriate
- Work within a team to keep drop-in/telephone sessions flowing smoothly, seeking regular support and guidance from Team Leaders
- Keep up-to-date with service/training developments, including data protection and equality
