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Citizens Advice and Rights Fife
- VO87689
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.
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
Leven KY8 4PF
Cupar KY15 4TA
Travel expenses
We pay public transport rates and reimburse volunteers every month. Our mileage rate is 40p per mile for car users.
Support
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
Restrictions
Minimum age: 16
Availability
Frequency & commitment
8 Hours per week
Volunteers (aged 16-25) taking part in this opportunity are eligible to claim Saltire Awards hours for their activity.
Find out more
Please fill out this form to register your interest in the opportunity Triage Volunteer -East Fife with Citizens Advice and Rights Fife
Your email address and phone number will only be used by the organisation/TSI you are contacting to discuss in more detail the opportunity you are enquiring about.
Your message will be sent to the organisation that supports volunteering in Fife:
Thank you for registering your interest in Triage Volunteer -East Fife with Citizens Advice and Rights Fife.
Citizens Advice and Rights Fife has been sent your details and message, they will respond to you at the email address you provided.
Something has gone wrong, please let us know about this issue at milosupport@scvo.scot quoting reference #VO87689.