How long have you been volunteering here?
About five years now.
What made you want to volunteer here?
I retired from a very busy job, and (after a year of playing golf and other leisure activities) I thought I should be doing something else! I thought that I could give something back to the community and benefit myself by keeping my brain active at the same time, so Citizens Advice was an obvious choice.
The other factor in my decision to join them was my personal experience in contacting Citizens Advice on two occasions, just before I joined. One was to do with my mother’s will, and the direction within it that a solicitor should act as an executor, though I was also to act as a solicitor. The solicitor told me that I couldn’t, so I contacted Citizens Advice, who, of course, told me otherwise and showed me what to do.
Secondly, there was a consumer issue. I had a kitchen fitted and there was a major problem with the floor tiles. Citizens Advice referred me to Trading Standards and the issue was resolved amicably. Citizens Advice helped me on a personal footing on two occasions and saved me thousands of pounds, I’d say. Another reason for joining.
It seems that you knew that Citizens Advice could be of assistance with these issues. Do you think that the public are aware of the range of services that Citizens Advice offer?
Probably not. From my experience, I don’t know what led me to contact Citizens Advice initially, and I certainly wasn’t initially aware of the range of services they offer. I didn’t realise that the consumer department was separate from the main Citizens Advice.
Do you feel that clients who ring in have been referred here, or did they know to contact in the first place?
On rare occasions, you get that impression. My feeling, though, is that it’s the first stop for a lot of them. Their awareness of what we offer is pretty poor, on the whole. We could work on branding, and I don’t think a lot of people realise that is a charitable service. You can tell that sometimes when people speak to you; it’s as if they’re paying for the service. A few people can be quite demanding on occasions, as if they don’t understand that this is a charity and we are volunteers.
How much satisfaction do you get from helping people with their issues?
Much more than I thought, really. You can go away quite satisfied after the day, although you occasionally worry about people that you have left. Have you done enough? Some people can’t be helped anyway with their circumstances. You do think about it sometimes, but overall, it does meet a need that you give back to people.
How long have you volunteered here?
Altogether, I have volunteered here for five years. I lived in Portugal for twelve years and came back in 2010, so it would have been 2011 when I started, and I volunteered off and on from around then.
What made you want to volunteer here?
I’ve always volunteered, I’ve had that many volunteer jobs. Up until I was taken ill, I was doing virtually five days a week at different charities. When I was ill, I had to sit for hours and days on end, and I decided that that could never happen again and that I would go out and work.
Did being ill make you want to help others?
Yes, one of the jobs that I had was a signposter from working at the surgeries. I helped people not only with their health but with other general problems. Perhaps I felt more experienced at telling them things because I’d gone through it. I felt I had enough to pass on, put it that way.
What does it mean to you to help people with Citizens Advice?
Oh, it’s wonderful. You feel like you’re giving back to people, with what they’ve helped you with over the years. I just feel that face-to-face talking with people works wonders. I think face to face is a lot better. With reception work, you see somebody come through that door, and it’s surprising; they came to see advisers, but you can bet your life I got their life story sitting at that reception desk.
What do you think are the most pressing issues in the local community right now, and what can we do to stop them growing?
There is little respect, particularly to the elderly. I think it causes friction; I live in a retirement apartment and you hear all the time about the elderly being pushed aside. I also think there’s a lot of poverty. Not ‘real’ poverty, but people are struggling now and I think it means that tempers are flaring a little bit more than perhaps they would have done a few years ago. Long term, I don’t know what the answer is. It seems to be getting worse.
What can we do to make Citizens Advice more visible to the public?
I think it is well advertised. They were even saying on television this morning about changing your fuel, gas and electricity and they said to go to your local Citizens Advice Bureau and they will help you. I do think some people don’t realise how much you can be helped here, and it took a long time for people to realise that we were actually in this building!
Do you think that people know how varied the support and advice can be here?
No, I think it depends where people go to start the process. If they go and talk to the doctor, do they know about the help they can get here? Somebody’s health can suffer because of the worry, so if they went to the doctor and said: ‘This is why I’m all worked up and worried, because I can’t pay this and I can’t pay that.’, I don’t know whether the doctor would know about the things that they could help with here. People were saying to me: ‘They can’t help me about how to write this letter to somebody!’ and I said ‘Yes, they can! They can help with your bills and how to cope with it all.’ People didn’t seem to know; they thought you only came here if you had a very serious problem. With this sort of thing, it is often through speaking to the right person firsthand that they learn about the range of support.
Volunteer Trainee Adviser
What is your role?
I’m a Volunteer Adviser. It’s my job to give advice to clients when they have problems, and I can look at a wide range of things. We explore the issue, work out what the options are and give the clients advice on their next steps to resolve that problem, whatever it may be.
Is it your job to simply advise?
Obviously, the ultimate goal is to solve somebody’s problem, but quite often the problem is complex and you can’t always solve it in one advice session, or one meeting. If that’s the case, then you would give them the advice over a series of appointments. Sometimes you have people with different capabilities to be able to sort things out themselves, and often it may just be that somebody can’t access the Internet, or they have learning difficulties, or something like that. You may just be holding someone’s hand to take them through finding the information, or filling in a form, and those situations are easy to sort.
In more complex cases, you might have to refer them to a specialist, like an Employment adviser or a solicitor, or they might need an immigration appointment. It really depends on what the problem is, and what the person needs. It’s always better if you can equip someone with the tools to be able to help themselves, but not everybody can and things can be really complicated, sometimes even for people who know the system.
Have you volunteered in other positions here?
Initially, I was working here as an admin volunteer to get information and feedback from people who had used the service. The collected data was used when we applied for the funding from Wokingham Borough Council, so that the council had the information from clients such that they could decide whether they thought it was worthwhile to keep supporting us. Some data came through surveys that clients completed after they’d had an appointment, but the majority was through telephone calls to people who had used the service in the previous month. That was overwhelmingly positive, and it was incredible to see the feedback that people gave, how appreciative they were, and the range of situations that people find themselves in that you might never expect.
Is Citizens Advice Wokingham moving forward in terms of publicity and presence?
I definitely think that the new management have succeeded in shaking things up and breathing new energy into Citizens Advice here in Wokingham. Some of the changes are subtle; the waiting room is more welcoming and friendly, and there’s the column in the local newspaper, so that people can see that Citizens Advice is here. From talking to friends and family, I definitely think there’s an awareness that Citizens Advice is changing.
I still think there’s more that could be done to raise the profile of the service, because I’m not sure that people understand the breadth of knowledge and the range of topics that Citizens Advice can help people with. It’s vast, and there are so many people here with fantastic experience, and whether it’s benefits, housing [etc.], these are all quite complex things. A vast amount of benefits, for example, don’t get claimed because people don’t know that they’re entitled to them. When you’re already in an emotional state or you have other vulnerabilities, then having someone to take you through it is a good service.
What would you say to people who aren’t sure whether the service is right for them or not?
Sometimes there’s a perception that people who come to Citizens Advice are ‘just benefit-scroungers’, and it’s really not like that at all. Anyone could have a problem; it could be me next week, or you. Citizens Advice is for everyone! There’s no stigma to using it: it’s just a person with a problem.
Volunteer Employment Adviser
How long have you been volunteering here?
Three years now, I think.
What do you do in your role?
In my role, I specialise in employment cases. The way that tends to work is that if the general advisers see more complicated employment cases that need specialist input, they’ll refer the case to me. Occasionally, I see people who come in off the street if the ASS feels that they need specialist employment support. I tend to pick up the trickier employment cases; some of those cases we’ll obviously give advice on, and some of them we progress and support to an Employment Tribunal. I will support people who need to take their cases to law through that process.
What sorts of issues generally arise that you would handle?
I tend to get the slightly more complex ones, so these might be things such as discrimination cases, race, sex, and disability discrimination cases where it’s a bit harder to work out which piece of legislation applies. I also get unfair dismissal cases, but often they’re more complicated. They might be wrapped up in a redundancy situation, they might be wrapped up in a transfer situation, or a constructive dismissal, where specialist support would be required to look into a situation. People might have been treated badly in these situations, but have they been treated illegally? If we think they have been treated illegally, then I do a Merits Assessment. This means that I look into the strength of their case, and try to work out if I think they have a chance of succeeding if they were to take it to law.
Did you work in this field before you came to work for Citizens Advice?
Yes, my own background is in HR. I worked in that area for about 30 years, so I have a specialist background in HR. I’m supported by three employment lawyers, so if you want help on a case you can get professional support; I’m not a qualified employment lawyer, so I can get that support. They run seminars two or three times a year, so you get kept up to speed. Obviously, we’ve got a lot of good reference material on the website.
Do you think that people come here as a first point of contact or are they referred here?
It’s a mix. I see people who will have come directly; either they’ve rung in and spoken to a Telephone Assessor or they’ve come in to see an adviser who has referred them on. Also, we get people who have already initiated proceedings to go to a tribunal, and are pushed into a statutory process called Early Conciliation with ACAS. ACAS might recommend that they speak to Citizens Advice. Otherwise, they might have been to see a solicitor about supporting their case, and found that solicitors can charge thousands of pounds. I’ve had cases where people have already spent £5000 with a solicitor, but the solicitor has said that if you can’t afford it any longer, then the best thing to do is to go to Citizens Advice, so we get referrals from people coming back from solicitors. It’s a mix of cases coming.
Do you think that the public are aware enough that Citizens Advice offer these kinds of services?
Probably not. I see enough cases to keep me busy. Are there more cases out there that I could help with? Inevitably, there are. There was a regime introduced by the government about three years ago, where they imposed a fee structure on claimants: anybody who wanted to take a claim to an Employment Tribunal would have to pay between £250 to £500 to progress that claim. That got rid of a lot of complaints, because people simply didn’t have the wherewithal to progress those claims. Even though we saw them with good claims, they weren’t prepared to pay that sort of money to speculatively pursue it. Just over a year ago, that fee-charging regime was removed, so people can now go to an Employment Tribunal without paying any up-front fees. That has resolved more work coming our way, but there’s probably still a lot more out there, so there’s been a significant increase in the number of tribunal claims and there’s probably more that could come our way. Obviously a lot of claims that we take on are against local employers, so we have to be sensitive about parading our successes in terms of the local places where we’ve represented people against the employer.
How long have you been volunteering here, and what made you want to do it?
It must be about a year now. As for why I wanted to do it: it was a combination of doing something useful, plus having a little bit of an intellectual challenge and moving out of my comfort zone. Also, I had some interaction with Citizens Advice, as my friends and relatives had good experiences with them. I realised that there’s a lot of really good knowledge, and I wanted to have that knowledge anyway, because it means that I can help friends and family anyway.
What is the title of your role, and what do you do in it?
I’m a Gateway Assessor, which is essentially like a triage nurse in a hospital. I am the first to meet people, and do an assessment of their needs. I decide whether I can help them immediately, in which case I do, or whether they need more in-depth assistance, in which case we can book an hour-long assessment to go through things in detail.
How often do you manage to help clients solve their problems yourself?
I’d say about half, maybe three quarters of them we [Gateway Assessors] can solve immediately, because quite often people just need pointing in the right direction to understand where they can get information from (websites, and things like that).
Do you give any hands-on guidance to them, or is it more about signposting them?
There’s lots of really useful information on the Citizens Advice website, so that’s often a good source. If, for instance, we have a client who is dropping in with a quite specific question which can be resolved just by looking on the website, I would actually get onto the computer with them and interview them, show them the right website and ensure that they have the right link to follow it up. That often provides a simple answer to the question they have. I do this via telephone and face-to-face.
Do you think that we have a strong enough public presence, and are recent efforts to improve this going to pay off?
I think it definitely will be helpful to get a better public presence. For everyone who uses it and is aware of it, I think it’s got a good reputation. For those who aren’t aware of it, it doesn’t. Sometimes you would see Citizens Advice signs tucked away in dingy little offices in run-down parts of town, and something which perhaps gives a more positive impression would be great. For example, I would have thought that things like Cancer Research UK and those sorts of charities have a much more obvious presence as a charity than Citizens Advice does. Some of our recent work to change that will go a long way towards addressing it.
In that case, is it a question of branding? It is very clear that Cancer Research, for instance, aims to do research to fight cancer. Is that a bit more clear than Citizens Advice?
I think it is. I think that people wouldn’t know whether Citizens Advice is a charity or not, a subset of Wokingham Borough Council or what. There’s an awful lot we could do to raise awareness, and we need to be quite comfortable that, by doing it, we would get more people in. If we can do that in a way that allows us to get money in as well, then hopefully we’ll be able to handle that as well.
What I’d want people to know most of all is the amount that we can help with. I’d say to just come in and give us a try, and see if we can help.