Telephone Triage Assistant - Volunteers

Telephone Triage Assistant - Our volunteers will be trained to answer calls to an emergency and non-emergency telephone Adviceline service, providing callers with self help information or further help and/or support where needed, either by transferring calls to Advisers or specialist Caseworkers, or by arranging appointments. Enquiries on the phone may include anything from debt and housing issues, to employment, discrimination and problems around benefits. The purpose of the role is to ensure that callers get the most appropriate level of help and support as early as possible.
Duration: Ongoing
When can volunteers volunteer? Weekly
Availability:

This grid shows when you can volunteer for this organisation. E.G Monday morning.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Morning
Afternoon
Evening
Tasks the volunteer will be required to do:

Our Volunteer Telephone Triage Assistants will operate in our Communication Centres in Oldham or Stockport, answering emergency and non-emergency calls. After the initial training period, you will:-
- Answer incoming calls to the Citizens Advice 'Adviceline'
- Look up and provide information to callers verbally and/or via email where appropriate.
- Warm transfer calls to specialist service providers, or Adviser depending on urgency and availability.
- Signpost callers to appropriate local and national service providers who are best placed to provide relevant support and help.
- Record brief information on a database about the enquiry and service provided.

Skill and Qualifications Required:

Other than having excellent verbal communication skills and sufficient I.T. skills to be able to research and input information on a pc, no other skills or qualifications are required.

Areas of Interest: Civil rights, Disability, Emergency services, Families, Foodbanks, Housing, Human rights, Legal, Politics, Social Welfare
Opportunity suitable for: 16-17 year olds, Employee Volunteers, Indoor, Long term commitment, Older people, People seeking work, People with restricted mobility, Short term commitment, University students, Other
What activities will the volunteer do? Providing advice, Research, Support Work
Skills gained in this role: IT, Listening, Negotiating, Reasoning, Talking to others
Home based opportunity? No
DBS Check Required: No
Opportunity Accessibility: Accessible toilets

About the host organisation

Hosted by: Citizens Advice Pennine West
Organisation Profile: Oldham District Citizens Advice Bureau give advice, support, represent clients with a service which is free, impartial, independent and confidential.
Charity number: 1102003