Information Assistant






You could do this role if you are available to volunteer for 6 hours per week for at least 6 months, would suit someone on work experience or placements.

The role includes training and could be the first step towards becoming a Citizens Advice Generalist Adviser or Money Adviser.

Purpose of the role

  • To provide information, assistance and guidance to members of the public to help them engage with the most appropriate service to solve their issue.
  • To provide information about Citizens Advice Portsmouth and other advice services to clients from a diverse range of backgrounds and cultures.
  • To promote the use of kiosks/PC's and the role of information in resolving problems.

Main duties and responsibilities may include:

  • Explaining the Generalist Information Service to members of the public.
  • Supporting clients with using self-help services including kiosks, PC's and tablets.
  • Helping clients to identify the correct leaflet, self-help resource or service provider to best addess their issue.
  • Identifying when clients need to be referred to other services for more help.
  • Signposting clients appropriately to suit their needs following agreed protocols.
  • Recording client numbers and basic issues.

Personal skills and qualities that an Information Assistant need:

  • A commitment to the aims and principles of the Citizens Advice service.
  • Ability to offer help appropriately and sensitively in a public environment.
  • Excellent communication skills.
  • Being open and approachable - demonstrating empathy with clients.
  • Ability to communicate clearly both orally and in writing.
  • Ability to quickly sift through information and extract what is relevant.
  • Respect for the views, values and cultures that are different to their own.
  • An understanding of why confidentiality is important.
  • Competence in using IT systems to complete forms and access information.
  • Ability to work as part of a team.
  • Ability to recognise the limits and boundaries of the role.

What customers say

“I was very low when I came to the CAB, with debts and problems everywhere. I am now a lot happier, as I pay one sum of money each month and get left alone by creditors”.