Citizens Advice Volunteering
Interview questions
Please can you tell me a little bit about yourself?
My first career was as a chef and I then re-trained as a chartered accountant. Both of these careers have helped me to be good at problem solving and working with a wide range of people.
How long have you been volunteering with Citizens Advice Henley?
I think I’ve been volunteering for around 7 or 8 years.
What made you decide to volunteer with us? What made you choose Citizens Advice Henley?
I had been working for Age UK in London and was starting to move towards retirement. I knew I wanted to continue to do something to ‘give back’ to the community. I worked with someone who volunteered for her local Citizens Advice and felt it was something that I would like to explore.
Can you describe your role and what you do in a typical day?
There really isn’t a typical day. We give advice on the phone (Adviceline) and the queries can be about absolutely anything. Seeing clients face to face usually gives one more time to research their issues, but not always!
What training and/or support did you get when you started?
There was extensive training both face to face with other new volunteers and also online course work. The training covered a lot of the most common query types – but one will always get queries and situations that were not covered in the training.
What did you expect going into your volunteer role and how did the reality compare?
I wanted to be able to help people navigate through their issues. Sometimes you feel you have made more of a difference than other times and sometimes you want to know the end of the story, but that doesn’t happen on the phone line. I enjoy some of my longer term relationships with clients helping them to move forward from difficult situations.
What’s one moment that has really stuck with you during your time volunteering – client story?
I was able to help a couple claim Universal Credit and Council tax Support when they only came in to see us hoping to get a small amount of help (maybe £10 a week). We were able to transform their lives by getting Universal Credit and Council Tax Support for them.
How has volunteering changed your perspective on your community or the issues you deal with?
Although Henley is seen as an affluent area; there is a great deal of hidden deprivation which we are able to help with. There are also so many people who have no idea that they may be eligible for help; especially non means tested benefits like Personal Independence Payments.
Have you seen a direct impact from your work – can you share an example?
We were able to help a family from the EU sort out an issue with identity confusion which meant they had been turned down for Universal Credit. Their lack of English made navigating the benefits system much more difficult.
What skills have you gained or strengthened through volunteering?
I have certainly developed my problem solving skills; and have also learned how to present information to clients so that they can make more informed decisions for themselves.
What is the most rewarding part of being a part of a volunteer team?
Being a volunteer means that you are able to give your time and skills without seeking financial compensation. I think this altruistic aspect of the role is something that binds the volunteers together.
What’s it like working with other volunteers and volunteer staff?
I really enjoy being part of a volunteer team. We all help each other out and share our different knowledge bases.
Have you built any relationships through volunteering you did not expect?
I don’t think I knew what to expect. The volunteer teams are different every day so switching volunteer days gives one a different perspective. I always learn something new when listening to how others deal with Adviceline.
What would you say to someone who’s considering volunteering with Citizens Advice Henley but hasn’t taken the leap yet?
I would encourage anyone thinking about volunteering to explore the opportunities further and talk to other volunteers. Henley CA is a friendly, supportive environment and you will never be left without a support structure.
What do you wish more people understood about volunteering for Citizens Advice and the impact it can have on clients?
I think we all underestimate how much difference we can make when we take time to listen to people and let them know they are not alone. Henley CA will be there to help and support people who can’t deal with their issues on their own.
If anyone is interested in volunteering at Citizens Advice Henley, how can they find out more?
The best thing is to talk to someone already at Henley CA. Find out what real volunteers think about the place and see if it might be a good fit for you and the challenge you are looking for.
