Assessors carry out an initial assessment to decide the best next steps for clients – do they need information, an advice interview, or can another agency help them better?

What You'll Do: 

This is a dynamic and focused role. As an Assessor you will:

  • Greet clients and explain the assessment process
  • Explore the client’s problem(s) and situation
  • Assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
  • Identify the next step that needs to be taken
  • Help prevent future problems for wider society by identifying issues that affect a lot of our clients
  • Summarise the content of the interview for the client and explain what happens next
  • Ensure clients know that they can get back in touch if necessary
  • Book appointments (where relevant), signpost & provide information
  • Update the database, completing the assessment screens
  • Debt only
    • Use the online debt assessment to explore the client’s problem(s) and situation and record their information
    • Input incomes and expenditure detail


We expect our Assessors to commit to a minimum of 2 x 4-hour sessions per week, both while training and assessing. The initial training period takes approximately 8-12 weeks and, in this time, you will observe and participate in telephone, email and in person assessments, as well as using self-study packs to increase your understanding of the role.

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: 
Everyone 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.   Law students Transferable skills for a training contract. Develop your research skills. Develop interpersonal skills. Develop levels of professionalism. Learn to be patient. Seeing law in action (e.g., family, employment).
What We're Looking For: 
Specific qualifications or experience are not required to train to be an Assessor. Citizens Advice has a wide range of assessors. You need to: Be good at listening Have good diagnostic and research skills Have a good manner when talking to people via telephone & email Have basic computing and math 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
Skills you should possess: 
In-Person Interview
Phone Interview

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