What is a Gateway Assessor?

This is a dynamic and focused role. As a Gateway Assessor you will greet clients and explain and carry out the gateway assessment process, which is:


• Exploring the client’s problem(s) and situation
• Assessing the risk/urgency of the client’s issue and their ability to deal with the problem themselves
• Identifying the next step that needs to be taken
• Summarising the content of the interview for the client and explain what happens next
• Ensuring clients know they can return if necessary
• Updating our electronic database


This role will allow you to develop your skills in a number of valuable areas, like:

  • Communication,
  • Supporting members of the public,
  • Team working,
  • Problem solving,
  • self-confidence through practical hands-on experience.


It’s also a chance to put the skills and experience you have to good use helping others. We need people of all ages and backgrounds. For many people, the best thing about volunteering for Citizens Advice is getting to meet a wide range of people and make new friends. There is a real team spirit at Citizens Advice, and we provide a supportive environment to make sure that you get the most out of your time with us. 


Above all, it’s a chance to make a real difference. By volunteering for Citizens Advice you’ll be playing an active part in improving the lives of people in South Derbyshire and Derby.

What are we looking for?

We are looking for people who can give at least 10 hours of their time per week, between Monday and Friday, 9am and 4pm. 


You will receive full training in the skills needed to help people identify their problems and learn how to provide the appropriate support for them to resolve these. On average, it takes between 6 to 12 weeks to become a trained Gateway Assessor.


Volunteers are supported and supervised and will get feedback and development opportunities throughout their time with Citizens Advice. 


The training for this role will include the completion of online modules and attendance at two, one day courses that are usually held in Birmingham or Nottingham. We will cover all expenses getting to and from any training.


You don't need specific qualifications or experience to train for the role. You need to:
• Be able to work as part of a team.
• Have basic literacy and numeracy skills
• Be able to communicate over the telephone and face to face 
• 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

If you feel that this is a role for you please complete our application form.