Advice worker: Job description

Advice workers provide free, impartial and confidential advice and information to their clients on a wide range of issues. Some act as general advisers covering legal and financial topics such as debt, housing, employment, welfare and education. Others specialise in just one area and offer expert advice. This will usually be in a topic that requires in-depth knowledge such as immigration or homelessness. 

There are usually no restrictions on people who can use the services of an advice worker, although clients will often belong to groups with particular needs, such as refugees or people with disabilities.

Advice is provided through face-to-face, telephone and email services. Advice workers are based in a variety of settings including community centres, doctors' surgeries, courts and prisons, as well as in dedicated advice centres.

One of the biggest employers of advice workers in England and Wales is the Citizens Advice Bureau .

For Scotland and Northern Ireland, see:

• Citizens Advice Scotland  
• Northern Ireland Association of Citizens Advice Bureaux (NIACAB)

Many of the people who work for Citizens Advice Bureaux, however, are volunteers, with only a small percentage being paid workers.

Typical work activities

The work carried out by advice workers is varied, but typically falls into six broad categories:

• information;
• advice;
• referral;
• mediation;
• representation;
• administration.

The activities involved will depend on the kind of advice provided and the seniority of the adviser, but most positions usually involve:

• providing information to clients in person, on the phone and by email;
• interviewing clients;
• researching individual cases, assessing problems and identifying possible courses of action;
• guiding clients to decide on the best course of action based on the information available;
• producing information for publications, leaflets and web pages;
• promoting the services on offer and distributing publicity materials;
• mediating on a client's behalf, for example, by writing letters, making phone calls or attending meetings;
• referring clients to other sources of help, for example solicitors, social workers or special case workers who may represent the client in court or at tribunals;
• liaising with other internal departments and external organisations;
• keeping up to date with appropriate legislation and policies;
• interpreting and explaining legislation, official documents or the content of letters to clients;
• writing reports and compiling statistics on cases covered and services provided;
• providing training or talks to internal staff or external organisations;
• setting up support groups;
• ensuring impartiality and confidentiality when dealing with clients;
• maintaining confidential case records and administrative systems.