• Help provide an effective and efficient advice service to members of the public
  • To help influence government and other organizations by informing them of the effect of their actions on the lives of clients.

Advisers need to be non-judgemental, able to work with clients whose experiences and values are very different to their own, and be good listeners.

Advisers work on a huge variety of issues, both complex and simple, that clients consult us about every day. Advisers work in teams, with support from colleagues. Don’t worry, you don’t need to know all the answers, but you do need to be able to find the relevant information required. There is a range of information and specialist support to enable you to deliver a quality service.

Main duties and responsibilities may include:

  • Interviewing clients, both face-to-face and on the telephone, letting the client explain their enquiry and helping the client to set priorities
  • Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision
  • Acting, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals
  • Completing clear and accurate case records
  • Recognizing the root causes of problems and participating in taking appropriate action
  • Keeping up to date on important issues by attending the appropriate training and by essential reading
  • Attending volunteer staff meetings

There are a number of months training (10 hours a week) before volunteers can work with our clients, and then it is under supervision.


  • A commitment to the aims and principles of the Citizens Advice service
  • Excellent communication skills
  • Being open and approachable
  • Ability to communicate clearly both orally and in writing
  • Ability to sift through information and extract what is relevant
  • Basic mathematical skills, including percentages
  • Respect for views, values and cultures that are different to their own
  • An understanding of why confidentiality is important
  • Being open to using computers on a regular basis
  • A positive attitude to self-development and assessment
  • Ability to work as part of a team
  • Ability to recognize their own limits and boundaries in the role


  • Accessibility
    We are based on the 1st Floor of Fareham Library. There is a lift to the 1st floor. We are happy to discuss individual needs and will endeavor to meet those needs.
  • Age restrictions
    Advisers should be 18 years or over - other roles are available to anyone over 16 years. There is no upper age restriction.
  • DBS check required
  • Equal Opportunities Policy
    Available on request
  • Expenses reimbursed
    Parking costs and travel expenses within the borough of Fareham are reimbursed
  • Health and Safety Policy
    Covered in training & induction
  • Ongoing support
    All advisers are supported throughout each advice session, and receive regular feedback and appraisal
  • Training provided
    Advisers are given extensive training over a 6-9 month period. Once they have completed their initial training, advisers will have access to ongoing training.
  • Volunteer induction
    Full training is provided
  • Volunteer Policy
    Covered in the information session and training
  • Volunteers covered by insurance
  • Written role description
    As given in the description & skills sections

When can I volunteer?

End Date: 08/10/2021

Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes No No
Afternoon Yes Yes Yes Yes Yes No No
Evening Yes Yes Yes Yes Yes No No

Availability Details

Full training is provided and you will need to spend about 2 days a week over a period of 6 months. You are fully supported throughout your training and afterwards and all expenses are paid. When completed and you start work as an adviser you will probably work 1 day a week (we can be flexible with hours) or a minimum of 6 hours per week.


First Floor, Fareham Library
Osborn Road
PO16 7EN

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