Organisation

Citizens Advice Bureau

Description

The New Zealand Association of Citizens Advice Bureau is a voluntary service that was established in 1971 and each Bureau is staffed by a roster of trained volunteer workers who are drawn from the community. Throughout the association there are some paid staff to support the work of the volunteers, but volunteers carry out the overwhelming majority of the work.

The CAB is a champion of people’s rights, working to solve the underlying causes of the problems they face. They think it is important that everyone in New Zealand can participate in their community and access the services they need.

They aim to ensure that individuals do not suffer through ignorance of their rights and responsibilities, or of the services available, or through an inability to express their needs effectively. CAB uses insights from clients' experiences to work for positive social change.

• They are people-centered providing a free service that is trustworthy, independent, and confidential.

• They educate and empower people by explaining their rights and responsibilities so they understand and feel informed.

• They provide people with confidence and support so they are prepared to go to the next step or the next service or asking for their rights to be met or disputing issues.

Their skilled and marvellous volunteers have given countless hours of advice to the community, providing information on everything from housing, financial and other support, consumer rights - buying products, cars, car repairs - rights and responsibilities when things go wrong , immigration enquiries, advice & form filling, employment & work conditions/rights, tenancy law breaches and disputes, neighbours/fences, wills and death, debt collection, disputes tribunal, mental health services - access and processes.

CAB is there for everyone. It is a safe and easy entry point for people in the community to access someone who can help. CAB has the time to listen and is responsible to the whole person, working to solve the underlying causes of the issues they face.

Clients can contact the CAB in a range of ways including phone, in person, email, via the CAB website, and live chat. A Bureau Interviewer's job is to:

1. Listen to the client’s story.

2. Ask questions to sort out the key facts and learn what the client would like to happen.

3. Research the client’s issue or concern using the CAB website as the first port of call.

4. Based on the research Identify information and options available for the client to take the next step in resolving their own problem.

5. Discuss the options and possible consequences of taking these with the client.

6. Assist the client with phone calls, letter writing, form filling and other advocacy if appropriate.

7. Invite the client to provide demographic data.

8. Record the enquiry electronically fully on the CAB interview form.

The role requires the Bureau Interviewer to actively participate in the programme of learning and development provided so the volunteer has the skills and knowledge to be effective in their role. This will be a mixture of online learning and face-to-face sessions.

Requirements

Ideal skills and qualities
The ideal Bureau Interviewer is able to:

• Relate well to a diverse range of ethnicities, genders and ages

• Listen effectively and demonstrate good oral and written communication skills

• Maintain confidentiality

• Be respectful of others

• Be non-judgmental

• Work as part of a team

• Demonstrate confidence and competence using a computer to research and record information

• Work within CAB aims, values, principles and policies

• Participate in the CAB’s commitment to effectiveness for Māori (Mauri Manaia) and understand and support the principles of Te Tiriti o Waitangi

• Give and receive feedback effectively, accept guidance and assistance

• Conduct client interviews consistent with CAB processes and policies.

Two referees will be contacted.
Potential volunteers will be interviewed and require police vetting.

Time commitment

Once through the induction training Volunteer Bureau Interviewers will;

1. Complete one rostered shift of 3 hours each week

2. Actively participate in 8 of the ongoing programme of learning and development provided per year - so volunteers have the skills and knowledge to be effective in this role

Background check

Ministry of Justice

How to apply

Contact Anna at dunedin@cab.org.nz

Please copy (cc) volunteer@otago.ac.nz into your application email