Dumfries and Galloway Citizens Advice Service (Dumfries)

Charity registered in Scotland SC027107

The following advice services are provided in each of our Citizens Advice Bureaux:
•Benefits – questions about entitlements, support with applications and appeals against unfair decisions.
•Consumer issues – everything from broken kettles to difficulties with gas and electricity suppliers.
•Debt & money advice – how to manage debts, improve your financial situation and maximise your income.
•Housing – your rights, including potential or actual homelessness.
•Relationships – issues relating to splitting up, children, families and bereavement.
•Work-related problems – questions about terms and conditions, dismissal, redundancy, discrimination and unfair dismissal


Current opportunity

Being an adviser is a very varied role. As an adviser your main responsibilities will be: • Interview clients at drop-in sessions and appointments in the bureau and occasionally by phone and outreach sessions; • Listening to clients and letting them explain the problem. Helping the client to clarify the issues by exploring the problem through active questioning; • Provide information to clients from the Citizens Advice Bureau electronic information system, reference books and other sources; • Explain the choices and consequences the client faces to enable clients to make informed choices; • Give practical support to clients by writing letters, completing forms, doing basic benefit calculations, making telephone calls and speaking or writing to other agencies on their behalf; • Refer / signpost clients to other agencies for specialist/additional support; • Keep accurate case records of meetings with clients on official computer databases; • Identify common issues that affect many clients to prevent future problems; • Maintaining basic office administration, e.g. filing case notes, amending information, telephone calls and any other appropriate tasks as required; • Committing to a minimum of two volunteer sessions per week is required, either 9am – 1pm or 1pm - 5pm. and for Dumfries, on a rota, cover one evening sessions which can occur every 6-8 weeks; • Attend volunteer/staff meetings as arranged. Volunteer Administrator: Administrators ensure that bureau systems run smoothly. Good support is essential for the running of any organisation, and a Citizens Advice Bureau is no different. Being part of our admin team is a rewarding and varied role. As an administrator your main responsibilities and tasks will include: • Reception duties – greeting clients and arranging appointments; • Receiving and sending faxes, mail, email and telephone calls; • Filing and photocopying; • Using word processing packages, spreadsheets, and databases; • Developing and maintaining administrative systems; • Stock control of leaflets, materials, ordering forms and updating information; • Keeping reception area of information up to date and replenished; • Helping to arrange events; • Taking notes and minutes at meetings;