Initial Contact team members carry out a quick, 5-minute assessment to decide upon the best next steps for clients – do they need information, to be seen by an assessor or adviser, or can another agency help them better?

What You'll Do: 

This is an intense, dynamic, and focused role.  As member of the Initial Contact tea, you will:

  • Meet and greet clients via phone, email or in person
  • Identify the client’s presenting problem(s) and situation
  • Assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
  • Identify and explain the clients’ options
  • Ensure clients know that they can get back in touch if necessary
  • Refer, signpost & provide information
  • Update Casebook to record your client contacts
Why You'll Love It: 
Why not hear directly from one of our volunteers? "I decided to volunteer with Citizens Advice because it allows me to give something back to my local community by enabling me to have a positive impact on people’s lives. In addition, whilst volunteering the role I have taken on has provided me with a wide range of transferable skills that will be invaluable in any future roles."
What You'll Learn: 
Lots of transferable skills which will prove valuable for any path you chose to take in later life: digital skills. communication skills. patience. dealing with individuals in emotional situations.
What We're Looking For: 
Specific qualifications are not required to train to be an Initial Contact team member.  You need to: Be warm, friendly, and approachable Be good at listening Have good diagnostic and time management skills Have basic computing skills Be open minded and non-judgemental Enjoy helping people
Crisis Support
52 Weeks Minimum
8 Hours / Week
Skills you will develop: 
Active listening
Problem Solving
In-Person Interview
Phone Interview

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