Gateway assessors
Gateway assessors help clients get the right help in the fastest time possible. They assess people’s needs, either face-to-face or over the phone, and identify the most appropriate course of action. That might be self-help information, referral to a specialist organisation or an appointment with a CAB adviser. As a gateway assessor you would:
- greet clients and explain the gateway assessment process
- explore the client’s problem(s) and situation
- assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
- identify the next step that needs to be taken
- summarise the content of the interview for the client and explain what happens next
- ensure clients know they can return if necessary
- update the database, completing the gateway assessment screens.
You need to:
- be good at listening
- have a good manner when talking to people
- have basic computing skills
- be open minded and non-judgmental
- enjoy helping people.
Adviceline telephone assessors
You need to:
- be good at listening
- have a good telephone manner
- have basic computing skills
- be open minded and non-judgemental
- enjoy helping people.
- help prevent future problems by identifying issues
that affect a lot of clients.
Advisers
Without our trained volunteer advisers we could not continue to meet the demand for advice. Our generalist advice service looks at a client’s situation holistically as opposed to looking at their problems in isolation from one another. Advisers are given free training, both formal and on-the-job. As a CAB adviser you would:
- interview clients
- help them negotiate with people such as creditors or service providers
- draft letters
- make phone calls on their behalf
- refer them to other agencies
