Community Navigator

As a Community Navigator Volunteer with Citizens Advice County Durham, you will be a key part of our team, acting as the first point of contact for clients who seek help across a range of topics, including benefits, debt, housing, consumer issues, energy, family matters, and more. Your role will be to listen to clients’ needs, provide them with the right support, and ensure they are directed to the most appropriate resource—whether that’s internal advisers, external services, or self-help resources.

Client Interaction :

• Clients contact us in a number of ways, you could be supporting clients in person, over the phone or by email.
• Engage with clients in a friendly and empathetic manner, gathering relevant information to understand their needs.
• Identify the nature of their issue and determine whether they need immediate advice, self-help resources, or referral to an internal adviser.
• Provide clients with accurate information on available services and guide them to appropriate resources.

Assessment and Referral :

Self-help Resources :

Confidentiality & Data Protection :

Record Keeping :

Continuous Learning & Development :

Skills & Qualities

When & Where?

Barnard Castle & Surrounding Areas.

Training and Support Offered / Expenses

Your learning will include online modules through our national Citizens Advice learning platform, alongside hands-on observation and participation in our office activities. Additionally, you will join various training events, both virtual and in-person. One-on-one support will be available from our Learning team as needed, and as you advance, you will receive guidance from supervisors and encouragement from your colleagues.

Expenses

Other Information

We are committed to having a team that is representative of the community it serves at all levels of the organisation. We therefore welcome applications from all backgrounds and all sections of the community.

As a volunteer, you can be assured that we will take positive steps to ensure :

Role descriptions and associated conditions relate to the particular role, define the qualifications, experience and other skills required in the post, and only include those factors which are necessary and justifiable on objective criteria for the satisfactory performance of the role.

All volunteers are treated equally and fairly throughout their time with Citizens Advice County Durham

All decisions are made in line with the organisation’s equal opportunities policy

Recognition of Quality Volunteer Experience

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