Adviceline Volunteers

Guy Collins Volunteering Roles

About the Role:

Adviceline is Devon’s route to Citizens Advice services over the phone. The line puts members of the public in touch with trained assessors who help work out the best way to resolve a huge variety of problems. Adviceline assessors ask the right questions to make decisions about the most appropriate course of action. This might involve providing clients with information they can use to help themselves, or offering referral to a specialist project or an appointment with a CAB adviser.

You would:

  • be the first point of contact for Citizens Advice clients when they phone Adviceline
  • deal with and explore a wide range of problems and issues
  • understand clients’ situations and assess their ability to deal with their problem and any risks or urgency they face
  • support members of the public of all ages and backgrounds
  • give information from the Citizens
  • Advice information system and other sources to clients
  • refer clients for more specialist advice where appropriate
  • keep records of all cases you deal with
  • help prevent future problems by identifying wider issues affecting more than just the client you are speaking to


Specific qualifications or experience are not required to train for the role.

You need to:

  • be good at listening
  • have a good telephone manner
  • have basic computing and typing skills
  • have a willingness to learn and to act on feedback
  • be open-minded and non-judgemental
  • enjoy helping people

You will not be expected to know it all! We provide all Adviceline assessors with training, which will help you develop the skills you need to deliver an excellent level of service to clients. Once fully trained we will continue to support you throughout your time with the bureau.

Fill in the Online Volunteer Request Form