Peter Wood, Volunteer, Aged 56, Career 15 years in Accounts and 20 in IT

I decided to volunteer after I had been made redundant. I wanted to put something back into Society and help people, and the CAB seemed an ideal place for that. Although my career had been fairly successful I felt unfulfilled.

I enjoy the contact with clients and working with some very professional people. I’ve had some satisfying results for my clients that have made me feel good and that is the most satisfying part of the job. The hardest part is when I have to tell clients that they have unrealistic expectations and what they are looking for is unlikely or can’t be achieved.

Working at the bureau has given me back my self esteem and made me realise I’m not all washed up. The training I have received has been excellent and has given me a lot of confidence in dealing with clients and businesses.

Dorcas Wiredu, Volunteer, Career: Tax Inspector

I came to the UK with my husband in 2004, from Ghana, where I had been a Tax Inspector for 7 years so I was keen to develop my own career in the UK. I did a training course with the Health Energy Advice Team and they placed me with the CAB. At the bureau I received excellent training to become a Generalist Adviser. I enjoyed my work with clients and had a lot of success helping clients with claims for Disability Living Allowance. Working as a volunteer helped me find employment, but more importantly the CAB helped me to know my rights when I first came to the UK. Initially we did experience problems with discrimination and integration into the community and knowing my rights gave me the confidence to continue to live and work here.

Mike, a Volunteer Adviser

I joined the Central Liverpool CAB in May 2009, after looking up details about the CAB on the internet. I was surprised to learn how the volunteers are the life blood of the CAB, and not just there to make the tea, and do the photocopying! After meeting with the team from Central Liverpool CAB, I was further surprised to be told that it was the volunteers who provide the information and assist the people who need help, and that in order to become a volunteer, I would need to undergo a detailed training programme that would provide me with the skills I would need in order to assist the public. The training began with reading and studying ‘Records of Learning’, these records allow a person to learn and develop their skills at their own pace, while at the same time knowing that the management team would assist them at all stages in the training programme. As the training develops, areas dealt with, include general advice, benefit advice and helping clients deal with debt issues, you will also learn how to find the information a client will need, in order to deal with their problem. Providing advice to the public is not for everyone, a trainee adviser will need to undertake training over many months, and only when considered fully competent will they be allowed to meet with clients; an adviser will need patience, understanding and the ability to ‘see things through’. After completing the basic training, and reaching the required level, an advisor is allowed to start meeting with clients while the same time being closely supervised and monitored, in this way the advisor, the management team and most importantly the client will be provided with the best level of service possible. From the start, the bureau’s aims and policies are made clear in order that an adviser will provide all clients with the same level of service. The training is designed to make a person think, and sometimes even to face issues they might not want to consider, while at the same time providing the adviser with the ability to help clients to take charge, and empower them to make decisions themselves. However, in the end it is well worth the effort, as meeting with the clients you can begin to understand the difficulties many face on a daily basis, with people arriving with different issues, yet all need to be given the same understanding and effort. Should an adviser want to they can, after completing their general training, specialise in areas such as Money Advise, Welfare rights, and Housing, were they can provide clients with more complicated advise on specific issues. Like many people, I have used the CAB for advice and help, not thinking that an organisation like the CAB is made up of many volunteers, people from many different walks of life, but they do all have one thing in common, wanting to “make a difference”. From my experience of helping at Central Liverpool CAB, I can say it is one of the best decisions I have made, and I would strongly encourage anyone who feels that they want to volunteer to think about the CAB.

Mary – Receptionist/ Meet and Greet Asistant

“I love my job on reception. I have been a volunteer for four years now at Liverpool Central Citizens Advice Bureau.

Initially, I became a volunteer because I had some free time, and wanted to use it constructively. Volunteering has certainly changed my life and I love it. Now, I just fit my work as a CAB receptionist into my normal routine and it suits me perfectly.

It’s hard work, no two days are the same, it is quite demanding at times but I get great job satisfaction from what I do here in bureau – it’s simply great to be able to help people with all sorts of issues. I love my job.”