Across the network, Citizens Advice deploys almost 230 volunteer staff. These volunteers contribute 6,670 hours of their time to the service each month, the equivalent of 45 full-time staff. Using the figure of £12.50 to calculate the economic value of volunteers (Annual Survey of Hours and Earnings, Office for National Statistics- April 2005); the economic value of CAB volunteers in Northern Ireland is £1,000,500 per annum.
In addition, more than 230 management committee members give of their time to support bureaux managers.
Volunteers within CAB work across a wide range of roles including receptionists, administrators, researchers, advisers and management committee members.
Their contribution is vital to the survival of the service and helps root CAB at the centre of local communities.
Outlined below are the experiences of just three of our volunteers. They clearly gain a lot from their roles, and CAB couldn’t deliver its professional, client-centred service without them.
Natasha Francis
Training Officer with Citizens Advice Regional Office
Natasha is the Training Officer with Citizens Advice Regional Office.
Natasha worked as an interpreter in her native Serbia and moved to Northern Ireland in 2004. On first arriving in NI she worked as an administrator in order to generate an income.
In 2005 she saw an advertisement in the window of Shankill CAB looking for volunteers. Thinking this was an area she’d like to work in, she volunteered, at first, as an administrator.
At this time she was working as a customer service adviser in a call centre. She found the work unfulfilling and very target driven. She volunteered for 2 days a week which fitted in with her paid employment and her young family.
Natasha started her Adviser Training Programme in March 2007 and went on to volunteer as an adviser in Shankill CAB.
She had always hoped that volunteering with CAB would lead to a career and in December 2007 she went to work as Telephone/ Generalist Adviser with Lisburn CAB. Natasha enjoyed her work with Lisburn CAB very much, particularly working with volunteers, every day was different; it was a very dynamic environment.
She worked with Lisburn CAB for just over a year when she was offered the post of Training Officer with Regional Office.
Natasha said, “I really enjoy delivering the ATP, it is a very practical course and it’s great to see students learn things they will go on to use every day. I really enjoyed completing the ATP myself and it’s really rewarding seeing the students respond and progress.”
Kathleen Dooley-McLaughlin
Volunteer Adviser with Suffolk and Andersonstown CAB
Kathleen has been volunteering with Suffolk and Andersonstown CAB since October 2008. She first started as a receptionist, helping her get a good grounding of the overall work of the bureau.
Kathleen previously worked as a classroom assistant but decided it wasn’t for her. She had previously used CAB on behalf of a relative and knew the value of the service. Having heard about the Adviser Training Programme (ATP) she decided to explore becoming a CAB volunteer.
She is now nearing the end of her Adviser Training Programme, looking forward to becoming a volunteer adviser. Kathleen would ultimately like to pursue a career in the advice sector.
‘The training is challenging but rewarding. I also find it very useful, meeting volunteers from other bureaux. We’re a varied bunch, from different backgrounds with different experiences and that makes the ATP all the more interesting.’
Volunteering also complements Kathleen’s other commitments. She has a 3 year old son and the flexibility of volunteering means she can combine the two.
Kathleen says, ‘I feel valued as a member of the bureau team. Every day is different, the work is fulfilling and I feel it is of real benefit to our clients.’
Eugene Mullen
Treasurer with Strabane CAB
Eugene first became a voluntary management committee member in 1994 when appointed by council. He found the experience rewarding but left the role when he stepped down from politics. Eugene is a retired science teacher. He was also a Strabane District Councillor for 8 years.
In recent years, Eugene heard Strabane CAB were looking for new management committee members and was appointed at their Annual General Meeting. He was subsequently appointed Treasurer.
“I was drawn to CAB because it is a cross-community organisation, which is particularly important to me. I feel I’m contributing to a valuable service which makes a real difference in our local committee.”
Eugene has also personally made use of the service. He is registered partially sighted and found the advice of particular value in his own circumstances.
Now that he is retired, Eugene is busier than ever but still finds time to work on behalf of the bureau. He is especially impressed by the dedication of the staff and volunteers.
“I enjoy working in a committee as part of team, alongside both staff and volunteers. I get great satisfaction contributing to the running of such a good bureau, offering the skills I’ve built up over the years. Although it requires a level of commitment, I’d recommend the role to others.”