Triage Volunteer - Central Fife

  • VO87687


Triage Volunteers are the first contact for clients seeking help for a variety of issues. They identify key information about the client’s issues and assess and agree whether signposting or a call back is the best route to support the clients and deal with the issues.

Main Tasks include:

-Assess clients enquiries using sensitive listening and questioning skills
-Identify key information about the enquiry including time limits, key dates and any requirement for urgent advice or action, using scripts and diagnostic tools
-Identify and summarise the essence of the enquiry
-Establish the client’s objectives
-Record cases – make an electronic record of the client’s details, in accordance with CASTLE recording requirements and CARF’s Quality Assurance Policy
-Keep up-to-date with advice and organisational updates by reading AdviserNet news items, relevant publications, internal email communication, intranet articles and online training

This is a great opportunity to meet new people and learn new skills. Volunteers will be provided with training and support. For a full list of tasks and to find out more please enquire with the Learning and Development officer.

Organisation aims and objectives

Citizens Advice & Rights Fife (CARF) aims to tackle inequality, discrimination and disadvantage in Fife through the provision of high quality information, advice and representation services. These services are free, confidential, non-judgemental and independent. CARF also aims to influence, inform and promote change in local and national policy to enhance the social welfare of people in Fife.










8 Hours per week

Frequency and commitment details

8 Hours per week


Experience required: Able to communicate clearly both orally and in writing Able to quickly sift through information and extract what is relevant Be open and approachable Open-minded and non-judgemental Adhere to General Data Protection Regulations 2018 Flexibility and willingness to work as part of a team Have competent and confident IT skills
Travel details: Glenrothes KY6 2DA, Kirkcaldy KY1 1XT,
Minimum age: 16


Expenses paid: Yes
Expenses details: We pay public transport rates and reimburse volunteers every month. Our mileage rate is 40p per mile for car users.
Training details: Induction training and policies relevant to the role Triage Volunteers will complete an appropriate amount of the Adviser Training Programme (ATP) Training will be provided on the Triaging and relevant system software Training will be offered internally to maintain competence or for development opportunities Support is provided by the Bureau Co-ordinator during volunteering sessions and through Quality of Advice feedback A Volunteer Progress Review is held on an annual basis with supervision and support meetings held in accordance with the Volunteer Support policy Additional support may be provided by the Frontline Co-ordinator and/or the Learning and Development Officer
Support: Named Contact For Volunteer,
Wheelchair Access/Disabled Access Toilet