Casework Support Volunteer

In this role, you’ll be the initial point of contact for most new referrals into the service. You’ll reach out to cancer patients, their families, and their carers to gather initial information about their circumstances so that our specialist caseworkers can work out their entitlements and develop an advice plan for them. Our team specializes in securing welfare benefits, grant funding and other benefits-in-kind for cancer patients to ease the financial burdens of a cancer diagnosis, especially those who have to stop work.

The purpose of this role is to help people feel listened to and supported during this difficult time, whilst also helping our specialists to work as effectively as possible with as many people as possible.

This role could be for you if you can already, or are able to learn:

• Working through and adding to our referrals list to ensure all new referrals receive contact form us in good time
• Record key information needed by the specialist caseworkers that you’ve gathered from the patient, their family member or carer
• Keep clients updated on expected timescales for receiving help from a specialist and check-in with them if our waiting times start to grow long
• Support the team by checking voicemails, emails and other client correspondence
• In conjunction with the team, alert other parts of the Citizens Advice service when a client asks for support with other issues that the benefits specialists can’t assist with, e.g. housing
• Provide basic information to people that is within the remit of your role, e.g. leaflets on self-help with common issues

We provide full training on our computer systems, telephones and case recording, as well as supporting ongoing development. We cover reasonable expenses as required by the role and there’s plenty of opportunity for flexible/home working once you’re competent in the role.

To get the most out of this role, we recommend a commitment of around one day per week - or two half days. We believe we have a strong culture of support for each other and our community and we’re sure that you’ll want to stick with us!

A Basic DBS check is required.

To find out more about the role and to submit your interest, contact us at recruitment@citizensadvicereading.org