Receptionist – Citizens Advice Richmond

Volunteer Receptionist

What will you do?

Receive and welcome clients
Ensure appropriate client information forms are completed
Search computer database for existing client records
explain process and direct clients within bureau
offer practical help and respond to client needs ie using WC, help with wheelchair, buggy etc
help keep clients calm and informed, keep waiting room tidy (toys, magazines etc)
make appointments for clients (in conjunction with Support)
give clients local directions eg Benefits Agency and leaflets subject to guidance from Support/Administrator
Other ad-hoc tasks as required

What do you need to have ?

Ability to communicate easily
Good interpersonal skills
Ability to learn to use computer application to search for client records (training provided)
A commitment to the aims and principles of the Citizens Advice service, including confidentiality
Ability to remain calm under pressure
Articulate
Ability to work as part of a team
Well developed social skills and awareness
Ability to gain understanding of work of advisers

What’s in it for you ?

Make a real difference to people’s lives by making sure that clients receive the right support for them
Learn about a range of issues such as benefits, debt, employment and housing.
Build on valuable skills such as communication, listening and questioning
Increase your employability
Work with a range of different people, independently and in a team
Have a positive impact in your community
And we’ll reimburse expenses too

How much time do you need to give? 

Ideally to work for 1 day a week between 10am to 12pm during our drop-in service for at least 6 months.  We can be flexible so come and talk to us.

Apply Online :

Your Title *

Mr/Mrs/Miss/Ms etc.

Your Full Name *

Address

Home Postcode *

Telephone Number *

Email Address (if you have access)

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You are currently *

Employed (full or part time)

Not employed

Studying

Are you interested in any particular type of volunteer role(s)?

Describe any skills you have that would be useful for the role you’re interested in:

Is there anything you have done over the past few years that you would like to tell us about?

Why do you want to volunteer for Citizens Advice? What do you hope to get from the experience?

What do you think are some of the main problems facing your community?

It is useful to know when you will be available to volunteer. Please indicate below the full days when you are generally available - please tick all that apply *

How many hours per week, or days per week would you like to volunteer for?

Are there any times that you are unlikely to be available, e.g. school holidays?

Is there anything else you would like to say about yourself?

Are you willing to commit to our three month in-house training programme? (This question relates to our Generalist Adviser role only)

Yes

Not Applicable

References

Please tell us about any specific needs you would like us to take into account, either at the interview or if we offer you a volunteer role e.g. mobility.

Please Note *

To ensure the safety of our clients, the Citizens Advice service requires that all volunteers who have direct access to clients, where any part of the work is primarily targeted at legally defined vulnerable adults or children, have their criminal records checked. However, the Citizens Advice service is committed to the promotion and delivery of equal opportunities to volunteers and so has a policy to ensure ex-offenders are not discriminated against. All offences, other than sexual crimes against a child or vulnerable adult, will be treated on an individual basis taking into account issues such as the risk to the client, the circumstances of the offence (eg what it was, is it relevant to the volunteer role, how long ago it was) and the reputation of the bureau

Our policy on convictions

We typically only carry out Standard, Enhanced and Enhanced with child and or adult barred list, Disclosure & Barring Service (DBS) checks for roles working directly with clients in services targeted at vulnerable adults or children. Other roles such as conducting home visits, or providing immigration advice, and trustees who have authority to sign cheques or authorise invoices, or treasurers may require a Basic disclosure check.
Citizens Advice Richmond will ask about unspent convictions after a conditional volunteer role or employment offer. Having a criminal record is not in itself a barrier, and we will only take relevant convictions or sexual offences into account. If you are concerned about this and would like to discuss your individual circumstances further, please contact volunteering@citizensadvicerichmond.org 
Our policy is in place to make sure ex-offenders are treated fairly. We consider each offence individually, looking at issues like risk to the client, how long ago it took place, the circumstances and whether they are relevant to the volunteer role. Anyone with a caution or conviction for a sexual offence against a child or vulnerable adult is considered unsuitable to volunteer.

Entitlement to work or volunteer

If you are from outside the EU / EEA, it’s important you check you are permitted to volunteer or carry out ‘unpaid work’ in addition to your main reason for entering the country, to avoid jeopardising your visa status. 
If you cannot find the answer clearly on your immigration documentation, contact the UK Border Agency (www.gov.uk/contact-ukvi-inside-outside-uk)

Gender

Male

Female

Unknown/declined to reply

Ethnicity

What made you apply to be a volunteer? *

Data Protection Act 1998 *

As part of the recruitment procedure we may collect and store sensitive personal data about you. We are required by law to obtain your consent to such data being recorded. It is our policy to store data relating to recruitment procedures for up to a year after the date on which it is submitted. Any information of this nature will be treated confidentially. Sensitive personal data is defined as information relating to any of the following: racial or ethnic origin, political opinions, religious beliefs, trade union membership, health, sexuality or sex life, offences and/or convictions. For the purposes of the Act the Data Controller is Citizens Advice Richmond. By clicking to tick-box you confirm that you give your consent to sensitive personal information being recorded and stored..

Declaration *

If you have given us any information about your health, disability or access requirements, under data protection law we need your explicit consent to hold or use that information. We will only use it in order to allow us to make reasonable adjustments and/or to keep you safe, and it will be held securely. I give my consent for this information to be used by Citizens Advice Richmond

How we will use your information

The information you give us on this form will be used to help us decide whether to recruit you as a volunteer - this is our ‘legitimate interest’ under data protection law. It will only be seen by staff involved in the recruitment process, and will be stored securely. We will retain unsuccessful application forms for up to 1 year from the date the application form was received.

If you are recruited we will retain your contact information in order to involve and support you. We will also collect additional information, such as next of kin details, and over time records of training, support meetings and where relevant, appraisals. Again, it will be kept securely, and only those people who need to see your information in order to involve you will have access to it.

All use of volunteer information will be relevant to their involvement, and may include:

●	Contacting volunteers when necessary
●	Making changes to role, support or equipment to improve accessibility
●	Monitoring statistical details of our volunteers
●	Providing ongoing support to volunteers
●	Monitoring the quality of advice given to clients
●	Addressing problems or complaints

You have legal rights over your data, including access to it, and the right to ask that it is corrected, restricted or deleted. There is more information on these rights on the Information Commissioner’s Office website: www.ico.org.uk 
If you have any questions about the use of your data, please contact us:
www.citizensadvicerichmond.org/contact-us

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