Annual review [ 1.4 MB] - Citizens Advice

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A couple of us were asked to write this section and as our experiences haveoverlapped to some extent so far, for example length of volunteering atCopeland CAB and attending the same training course this seemed veryappropriate. But what to say and how?So hopefully this report has said something about the volunteering experience butalso if anyone with access to the report is interested in volunteering for CAB we, onthe basis of a positive, learning experience so far would certainly encourage you toexplore it further.As the training course was largely experiential we thought we’d begin bysimply thinking of few words that we individually associated with thevolunteer adviser role: rewarding; educational; stimulating, challenging;valued and valuable sprang to mind.The process has involved a steep but ‘copable – with’ learning curve, aided byour guidance tutor and her having to cope with early questions like, ‘butwhat’s the difference between a learning journal, an enquiry learning journaland a self – study pack and what do I look at first!’. We’ve had access to a wellstructured study programme and opportunities to observe clients in interviewsessions. Attending the external training course with other trainees from thecounty before being introduced to clients was very helpful. Emphasis initiallyfocuses on exploring the problem i.e. the first stage of the CAB model. So,reassuringly not being ‘thrown in at the deep end’.A third course day provided more practice for interpersonal skills throughrole-play exercises.FIn a safe, supportive environment we gave and gainedfeedback and had sufficient time in a relaxed manner to discuss any issueswhich arose.So, several months on as novice volunteers we’re gaining confidence in termsof seeing clients and are rewarded with a sense of making a positivecontribution to the team.This confidence has also been nurtured by consistent, reliable access to theadvice session supervisors and other team members.FFVolunteerMoira Coombes & Rena Vincent, Volunteers at Whitehaven Office£145,000The market value of volunteers across CopelandVolunteer Feedback:“Success for the client is alwaysgratifying”Feedback:“It is rewarding to know that we canhelp people in our community”Interested in joining our team?Please call: Whitehaven (01946 693321) or Millom (01229 772395) for details.51The number of peoplewho volunteer atCopeland CAB
RecruitmentDuring the year the bureau has had a total of 27 enquiries about volunteering. Ofthese, most were interested in advising but some were interested in receptionand administration roles.We continue to actively recruit and respond to all enquiries by supplying detailedinformation on volunteering in the bureau and following up applications.VolunteersOur 17 volunteers continue to give generously of their time and make a greateffort to attend training sessions both here in bureau and other venues. Alladvisers now follow the new training route to become competent Advisers andthose who started on the old Certificate course are now transferred to theupdated system.The new modular training is aimed to be more flexible and adaptable to thevolunteer roles. Transferring from one role to another e.g. from adviser toreceptionist or gateway assessor to adviser is more straight forward and thevolunteer does not have to repeat training but only complete the relevantmodules.During the year, volunteer David Willis successfully gained his advisercompetence certificate.TrainingVolunteer training within the bureaux has been given by various organisationsand bureau staff.Subjects covered have included: - Deposit and guarantee scheme, DWP LoneParent Adviser, Howgill Sure Start and Challenging discrimination in MentalHealth. Most volunteers attended a session of Gateway refresher: In addition,Shelley talked to all the volunteers about the Cumbrian <strong>Advice</strong> Network forwhich she is the bureau co-ordinator. Both Volunteers and Staff attended CANtraining on How to deal with bailiffs and Essential Housing Law.StaffBureau staff travelled as far as Leeds, Kendal, Penrith and Barrow to attend coursesrelating to their speciality. Subjects covered: Financial Capability: SupervisionCompliance (ALLIED SERVICES ALLIANCE): Benefits on Bereavement: Rights ofEU/EEA Nationals: Tribunal Rules: Social Security and Tax Credit Law Update(CPAG):Start to Sign (RNID): Housing advice and relationship breakdown: Social FundWorkshop(IRS): Working and Child Tax Credits (CPAG).At the same time staff continues to offer patient help and advice to volunteers,sparing time in spite of their busy schedules.Catrina renewed her St. John’s Ambulance Emergency first Aid Certificate. Lisa helda <strong>review</strong> for all reception staff. Pam attended the TS Forums held every 4 monthsfor Cumbria.Pam Mulineaux, Guidance TutorFinancial Empowerment TrainingI underwent training to be a financial empowerment trainer in May 2010. This was a3 day course.In June 2010 I attended the Financial Capability Forum/Conference at Rheggedwhere we had the opportunity to network and share ideas.On 15 th March 2011 we again provided Financial Capability Training for 18 adults onthe New Deal programme at the Phoenix Centre in Cleator Moor. We delivered a 2hour session on Financial Capability.Pam Douglas, Financial Capability TrainerTraining courses outside the bureau attended by volunteers were:- GatewayAssessment: Adviser Skills: Housing: Employment and Immigration. More CABtraining continues to be transferred to in bureau e-learning to be done by theindividual or in groups.Where possible, we try to organise group sessions to address this learning as we
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Annual review [ 1.4 MB] - Citizens Advice

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