The Listening Citizen

FIVE million people turn to the Citizens Advice Bureau (CAB) for help every year - but who are the volunteers who provide the lifeblood for this free, impartial, independent and confidential service that began in 1939 in response to the crisis created by World War Two? Some 21,500 volunteers (supported by 4,800 paid staff) work for the CAB in offices across England, Wales and Northern Ireland dealing with problems ranging from debt and consumer issues to housing, employment, benefit claims and immigration.

Volunteers need to be at least 16, but there is no upper age limit - several are in their eighties and plan to continue as long as they stay healthy. A wish to help the community is the main requirement for joining - along with having the time (at least two days a week is seen as desirable). All wouldbe volunteers are interviewed to be told more about the work and how best they can contribute.

"Volunteers come from every type of background and across the age range," says Andy Yuille, the CAB's acting volunteer development manager. "Some bring useful experience from careers, but we don't demand specific skills or formal qualifications and provide full training for every volunteer adviser lasting at least six months.

"It provides information on the broad areas we cover.- such as the benefits system, housing and consumer rights - along with interviewing skills.

Volunteers need to know how to encourage people to explain their problems which involves learning how to listen as well as asking the right questions."

The quality of CAB training is widely recognised - with some volunteers later making successful careers in social and other advisory work. "Apart from the satisfaction of providing practical help, the training and on-the-job experience provides a wealth of transferable skills," says Yuille..

Kate Sykes, 26, joined Balham and Tooting CAB a year ago as a volunteer adviser after studying a course covering human issues and social change at university and believes the work provides experience of practical ways of tackling real-life problems.

"I wanted to do something that would make a difference for the better for people needing advice on a range of problems and CAB training and continued support has given me the knowledge and confidence to do this," she says. "I plan to continue working as a volunteer adviser, but have also started doing some paid work of a similar type." She describes her two days a week volunteer work as challenging, busy and totally unpredictable-"A huge variety of people ask for advice - and while enquiries may be on the same topic, no two are exactly the same. It is vital to treat every enquiry with the same degree of care - even though some may appear to be of less immediate importance than others." Problems involving benefit claims, consumer rights and housing are among the most often raised with Sykes. Help may include writing letters, making phone calls or obtaining legal advice. Her list of useful qualities to do the job include a concern for the wellbeing of communities, an interest in people and their problems and patience "Listening skills are vital," she says. "In order to help, you must first understand the issue - and it can take time for it to be explained.

Being non-judgemental is also important - our aim is to give impartial advice."

Not all volunteers have direct contact with the public - some 3,000 perform administrative tasks such as keeping records. Another 6,500 serve as Trustee Board members who look after the finances, set recruitment priorities and oversee the management of every bureau.

Marika Dalgleish, 45, who runs her own training and consultancy business, joined the Trustee Board of Kingston CAB last year. "It was an opportunity to use my experience of best-business practice to help the community," she says.

"The Board meets quarterly - and I also serve on the recruitment committee which helps ensure we make the best use of people working at our bureau.

"The Board is also a learning process for me - ensuring I stay close to everyday problems faced by the community and widening my understanding of the voluntary sector which is useful since part of my fulltime job involves working with public/private partnerships."

Volunteer opportunities

The CAB's annual recruitment drive for volunteers takes place between 3 and 10 September. CAB offices will run events about their work.

Contact your local CAB for details. Or look at

http://www.citizensadvice.org.uk

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