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HEREFORDSHIRE CITIZENS ADVICE
BUREAUX
Ross Office: Hereford Office: Leominster Office:
20 Gloucester Road 1a St Owens Street Info In Herefordshire
ROSS ON WYE HEREFORD 11 Corn Square
HR9 5LQ HR1 2JB LEOMINSTER
HR6 8YP
Admin Line: 01989 760162 Admin Line: 01432 270536 Admin Line: 01568 611695
Fax Line: 01989 769256 Fax Line: 01432 344843 Fax Line: 01432 383343
Reply to:
Volunteer Application Form
Last Name:
First Names/s:
Address:
Postcode:
Daytime telephone no:
Evening telephone no:
Do you hold a current driving licence? YES / NO
Are you over 65? YES / NO
Education and / or any relevant training:
Date
Education/Training
Outcome
Present and previous Occupations (including any voluntary work):
Date
Current position
Employer
Notice required
Statement in support of your application:
Please tell us briefly why you are interested in becoming a volunteer with the Citizens Advice Bureau and why you believe the Citizens Advice Bureau is needed within the community.
Name and address of two referees:
1)
Tel No:
Contact before interview? YES / NO
2)
Tel No:
Contact before interview? YES / NO
Please return this application form in an envelope marked Private and Confidential addressed to The Guidance Tutor at the address on the front page.
Where did you hear about volunteering for the Citizens Advice Bureau?
Applicants Signature
..
. Date
Herefordshire Citizens Advice Bureaux is an Equal Opportunities employer and aims to provide equal opportunities and fair treatment to all people applying to be bureau workers regardless of race, sex, disability, creed or sexuality, paid or unpaid.
HEREFORDSHIRE CITIZENS ADVICE BUREAUX
EQUAL OPPORTUNITIES MONITORING FORM
Herefordshire Citizens Advice Bureaux is committed to equal opportunities in both the provision of services and as an equal opportunities in both the provision of services and as an employer. This means that no applicants or existing workers will receive less favourable treatment on account of her/his age (below 65), sex, race, or sexual orientation. We recognise that certain people within these groups may encounter difficulties in getting a job or whilst in employment in relation to training, transfer and promotion. We also recognise the same difficulties that some people may have in obtaining voluntary work.
POST APPLIED FOR:
LAST NAME:
INITIALS:
Please put X in the appropriate box:
FEMALE
MALE
GENERAL
Where did you hear about this vacancy?
WE WISH TO GIVE YOU THE FOLLOWING ASSURANCES:-
When we receive your application form, the monitoring information will be detached from it and filed separately. The information from it will be regarded as confidential and used only statistics. It will not be revealed to the shortlisting/selection panel at any time.
If you choose not to complete this section it will not adversely affect your application for employment or voluntary work with Herefordshire Citizens Advice Bureaux.
RACE DISCRIMINATION
Herefordshire Citizens Advice Bureaux oppose all discrimination on the grounds of race and aims to ensure action to eliminate racism in decisions made about employment or voluntary work.
SEX DISCRIMINATION
Herefordshire Citizens Advice Bureaux oppose all discrimination on the grounds of gender.
SEXUAL ORIENTATION
Herefordshire Citizens Advice Bureaux oppose discrimination on the grounds of sexual orientation and therefore this will not be taken into account when determining suitability for recruitment, training, transfer and promotion.
RACE
Please indicate which ethnic group you belong to:
White British
White Irish
White other (please specify)
Black African
Black Caribbean
Black Other
Indian
Pakistani
Bangladeshi
Chinese
Black British
Other (please specify)
AGE
Please indicate your age group:
16-24
25-34
35-44
44-54
55-64
PLEASE HELP US BY COMPLETING THIS FORM AND RETURNING IT WITH YOUR APPLICATION FORM
DISABILITIES
Applicants with disabilities will not be barred from selection on the grounds of disability.
Do you have a disability?
YES
NO
Are you Registered Disabled?
YES
NO
NOTES FOR CAB VOLUNTARY ADVISERS
The CAB Service is committed to the principle of volunteering. The following notes have been prepared to clarify the reasonable expectations of both the volunteer and the Bureau. There is no intention between the volunteer and the Bureau, to create legal relations and this document reflects only hope and not contractual obligations.
The Bureau is committed to providing volunteers with a supportive environment and the opportunity to develop skills and knowledge.
In order to ensure that clients get a good service, the Bureau has a number of expectations of its voluntary staff:-
PRIVATEWHAT WE ASK OF YOUWHAT YOU SHOULD EXPECT OF US1. Hours
Please see Bureau Policy paperFlexibility about when you work within the constraints of drawing up the rota.2. Holidays/absences
We ask you to give the Bureau as much notice as possible, so that the rota can be rearranged.We will accommodate your holiday arrangements.3. Expenses
To try and use the most economical form of transport.
In some cases receipts may have to be produced,
Please see Bureau Policy paper.Our policy is that you will be paid on the basis of not being out of pocket. Expenses will be paid for travel between home and Bureau and for any other travelling done in the course of your work, for example, home visits, training courses and staff meetings.4. Confidentiality (Advice Serv.3)
No information about the client or their enquiry including the fact of their visit should be passed on to anyone outside the Bureau without their permission (including Management Committee members).
You must consult the Bureau Manager if you consider there is a case for breach of confidentiality.In cases where you feel that there is an issue about breaching of confidentiality, the Bureau takes responsibility of the decision from the Volunteer.5. Equal Opportunities (Staffing.3)
You are expected not to discriminate against clients and colleagues on grounds of race, sex, religious beliefs, sexual orientation or disability.
Remarks and comments about clients or colleagues that may be considered offensive are not permitted.You should feel that you are being treated by colleagues and the Bureau in a fair and supportive manner.
We will treat seriously any complaints you may have about discrimination.6. Problems
The aim of the Bureau is to create a working environment where people feel able to express their views, and problems are openly discussed.All staff, paid or voluntary, should feel able to put forward suggestions for improving the Bureau. Suggestions can be raised with the Manager or Deputy Manager or at staff meetings.6.1 Where we see a problem
Most problems are resolved through continuous assessment and day to day supervision. On some occasions one or more discussions may be needed to explore the problem.
Where the Manager feels that clients of the Bureau may be at risk by your behaviour or performance, s/he will discuss this with you.Any concern over a member of staff's behaviour will be raised with the individual in a fair and open manner. If you feel the matter has not been dealt with fairly, we will enable you to take it to the Management Committee.
If you feel concerned or upset by a colleague's behaviour or something that is happening in the Bureau, you should tell either the Manager or Deputy Manager or one of the staff representatives to the Management Committee.6.2 Support and supervision
To consult with whoever is on duty when you feel unsure about your ability to deal with a clients problem. The support may be in the form of advice or coaching.
We aim to provide adequate back up to voluntary staff. You should feel able to ask for help when you get stuck.7. Assessment (Joint Progress Reviews)
In order to ensure the high quality of advice is maintained, the Bureau operates a scheme of regular assessment. Part of this process is assessing your own strengths and weaknesses.The Assessment scheme which we call a Joint Progress Review, may identify training and other needs which the Bureau will endeavour to meet.8. Training
To accept the need for continued in service training, in order to maintain and improve the quality of your work. We rely on you to ask for specific training.Training opportunities at different levels are made available to all staff both in the Bureau and at other locations.9. Staff Meetings (Staffing.16)
To attend these as often as possible as they provide a forum to share experiences, to keep in touch with one another and to participate in the development and policies of the Bureau.You should feel free to raise issues of concern at staff meetings. There are voluntary staff representatives on the Management Committee to act on your behalf. These are elected by you.10. Health and Safety
Please inform the Manager or Deputy of any unsafe practices or accidents.
We ask you to observe all safety rules and policies.We try to provide a safe working environment and treat all issues of safety seriously.11. Mistakes and financial responsibility
If, as an interviewer you realise that you have made a mistake, it is important that you tell the person on duty.If mistakes are made by any adviser they will not be individually liable for any action the client may take.
The Bureau assumes full liability.12. Leaving the Bureau
We ask you to give as much notices as possible so we can rearrange the rota.
If you are leaving because of feeling dissatisfied in any way, we ask you to discuss this before you leave.If you wish, we will provide you with a reference indicating the skills and knowledge you have acquired as well as qualities observed.
If you are signing on and are in receipt of benefit, we will accept leave at short notice.
NACAB BASIC TRAINING PROGRAMME
Introduction
All new CAB Advisers must have completed the National Basic Training Programme before they can interview clients without supervision.
Outline of the training
The Programme is made up of three inter related parts:
Ten Modules of self organised learning, each of which may contain a number of learning packs, accompanied by guidance and support
Bureau experience
Two course Modules concentrating on attitudes and skills. A group of trainees will work together on these aspects
Methods of working
The methods aim to allow you:
to be involved in organising your own learning activities, in partnership with your bureau
to learn in stages that build upon each other
to learn with others
to practice and learn from experience
to have access to help and guidance when needed
How much time will it take?
The Basic Training Programme can usually be completed in approximately six to eight months. This is broken down as follows:
approximately 20 days Bureau experience, including supported interviewing and self organised learning. Some of the self organised learning has to be done in the Bureau because it requires you to do Bureau based
tasks, for example, finding information from the files. The rest may be done where and when it is convenient for you.
Four days course (not consecutive) with members of other Bureaux - focusing on the development of attitudes and skills for interviewing.
Three days course (not consecutive) with members of other Bureaux - to bring together all the earlier training and to develop interviewing skills through case studies and simulated interviews.
Within the context of Bureau and Regional Resources, your learning will be organised according to your needs.
Assessing learning and competence
On completion of the whole programme we need to assess jointly whether and when you are ready to start working as an Adviser.
Further training and development will continue throughout your Bureau service.
ROLE DESCRIPTIONS AND PERSON SPECIFICATIONS
ADVISER: ROLE DESCRIPTION
Purpose:
To help provide an effective and efficient generalist advice service
To help influence government and other organisations by informing them of the effect of their actions on the lives of clients
Responsible to: Manager of Bureau
Main duties:
PRIVATE1.Interviewing clients face to face and by telephone, using sensitive listening and questioning, letting the client explain their enquiry and helping the client to set priorities2.Finding, interpreting and communicating the relevant information, and exploring options and implications so that the client can make a decision.3.Acting for the client where necessary by calculating, negotiating, drafting or writing letters, telephoning or by making appropriate referrals4.Completing clear and accurate case records5.Recognising the root causes of problems and participating in taking appropriate action6.Keeping up to date by means of further training and essential reading7.Contributing to the development of the Service8.Attending bureau meetings9.Sharing administrative and domestic tasks
Adviser: Personal Qualities
PRIVATE1.Able to relate to people quickly and easily2.Able to explain simply and clearly in English3.Able to read and understand the NACAB Information4.Able to write in English so that others can understand5.Able to do simple arithmetic including percentages6.Able to sift both written and spoken information to extract what is relevant7.Able to match individual circumstances to legal or regulatory systems8.Aware of own attitudes, and open to testing & changing them9.Can accept and respect viewpoints, values, behaviour and cultures which may be very different from their own10.Accepts aims and principles of the service11.Understands why confidentiality is important12.Recognises the importance of working for change as a response to local needs13.Accepts the full range of activities involved including possible use of IT14.Has a positive attitude to self-development, assessment and considering their own strengths and weaknesses15.Able to receive and use critical feedback16.Recognises own limits and has a positive attitude to support and supervision17.Able to meet the bureaus minimum time commitment
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