Volunteering FAQs 

This page should answer your immediate questions about CAB volunteering. If you’ve already decided to volunteer, or have specific questions that aren’t covered here, please contact Lynn Stringer (our Recruitment Co-ordinator) at This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

1. I've got specific skills and experience, can you use them?

One of the strengths of the CAB service is the diverse range of backgrounds, skills and experiences our volunteers bring to their roles. Naturally, different bureaux have different opportunities available according to their needs. Your local bureau will be able to tell you more about the specific opportunities they can offer you, but you can read to find out more about some of the typical opportunities available across the service.

2. Are there certain skills I need to be a CAB volunteer?

It will depend on which role you are interested in. All advisers receive comprehensive free training so do not need any previous qualifications or experience. However, you will need to be open-minded, non-judgmental, be able to listen, learn, and work in a team. In most other roles, volunteers will usually need some form of prior experience. However, bureaux are learning environments and volunteering in any role will give you the chance to develop your skills.

3. What will I get out of CAB volunteering?

All our volunteers get something slightly different from the experience. Some of the most common benefits reported are:  

• making a difference to an individual’s life
• changing the way things work for the better
• receiving accredited training
• getting invaluable work experience
• developing new skills
• putting existing skills to good use
• getting involved with the community
• making new friends.  

4. Do you provide training?

All advisers receive comprehensive free training, which is recognised and respected throughout the country. The training programme consists of observation, working through self-study packs, and a five day course run by Citizens Advice. You will be supported throughout your training by an in-bureau Guidance Tutor. Most bureaux have several trainees at any one time, so you are likely to be training with other new volunteers. We find that most people complete the adviser training programme in 6-12 months, although this will, of course, depend on how much time you are able to commit to it.

5. Do you always need volunteers?

Generally, the Citizens Advice service needs around 5,000 new volunteers every year to meet the constant demand for advice, although each bureau will have their own specific needs. Your chosen bureau will contact you will contact you directly with information about local volunteering opportunities.

6. What support will I get as a CAB volunteer?

All volunteers are fully supported and supervised throughout their involvement with CAB. There will be a paid member of staff that you can turn to for extra support if you feel you need it. There is an Advice Session Supervisor on duty at each advice session to guide and assist volunteer advisers. We make sure that you are not put in situations that are beyond your abilities, and will work with you to help ensure that you find volunteering with us both challenging and rewarding.

7. How much time do I need to give?

There is no minimum time requirement to volunteer with the CAB. You should discuss with your local Bureau Manager the time you have available, your interests, and skills, and how they fit with the bureau's needs.

8. When/ what times can I volunteer?

Bureaux tend to be open during office hours. If you work full time and are therefore never available during the day it is unlikely you will be able to train as an adviser, although some bureaux do run weekend and evening sessions. Other roles are more flexible in the times that you can volunteer.

9. Will I get my expenses paid?

All bureaux reimburse travel and other out-of-pocket expenses. Some bureaux can also pay for carers' expenses.

10. When can I start?

Bureaux will generally want you to start as soon as possible. If you are interested in training as an adviser, there may be a slight delay before the bureau is able to take on new trainees – simply to ensure that you receive the highest quality resources, support and personal attention.

11. What are the chances of getting a job afterwards?

Nearly one third of volunteers who leave us go on to paid employment. CAB volunteering provides skills and experience that is valued by many employers. A lot of paid bureau staff, for example managers, case workers and administrators, started out as volunteers.

12. What age restrictions are there on CAB volunteering?

CAB volunteers need to be 16 or over. There is no upper age limit for volunteers.

13. What volunteering opportunities are there for students with CAB?

Many students (e.g. social policy and law) find CAB volunteering complements their course and provides them with valuable work skills for the future. Speak to your local CAB to see how you can fit in your time with that of the bureau. It is possible to move to another CAB elsewhere after you leave college.

14. Will volunteering for CAB affect my Jobseekers's Allowance?

CAB volunteering will not affect jobseeker's allowance (JSA) provided you:

• remain available for and are actively seeking a full time paid job
• take reasonable steps to find a job (e.g. answering adverts, signing up with an agency and taking other steps required by the Jobcentre Plus office)
• inform the Job Centre/ Jobcentre Plus office that you are volunteering
• can attend interview within 48 hours and take up work within one week.

Bureaux can help you by providing a standard letter stating that the volunteer:

• receives no remuneration, only reimbursement of actual out-of-pocket expenses, which does not count towards the JSA ‘earnings disregard’
• can be contacted whilst volunteering at the bureau if a job opportunity becomes available
• can be available at a week’s notice to start work or attend an interview with 48 hours’ notice.
• Volunteering should not affect income support as long as you are not receiving any money other than reimbursement of expenses.

15. Will volunteering for CAB affect my other benefits?

• You should notify the relevant agency before starting at the bureau if you receive Incapacity Benefit, Severe Disablement
• You should notify the relevant agency before starting at the bureau if you receive incapacity benefit (IB), severe disablement allowance, employment and support allowance (ESA), carer’s allowance, industrial injuries disablement benefit, or invalid care allowance (ICA).
• ICA is not affected by volunteering unless it prevents you providing care for at least 35 hours each week. There is no limit to the number of hours someone can volunteer whilst in receipt of IB, though in the past some benefits agencies have claimed that volunteers who volunteer regularly and for a substantial (in their view) amount of time could be seen as fit for work.
• ESA was introduced on 27 October 2008 and, for new claimants, replaces both IB and income support paid because of disability or incapacity (although all claimants will be reassessed for ESA by spring 2014). The regulations for ESA clearly state that claimants will be allowed to volunteer. The regulations also recognise that reasonable expenses can be reimbursed to claimants who volunteer.
• Bureaux can help by providing a letter for the volunteer confirming the number of hours, that these hours are unpaid, and that volunteering is far more flexible and cannot be regarded as the same as paid work.
• There are some benefits that are not affected by volunteering and where the relevant agencies do not need to be informed that the person is volunteering. These include; state retirement pension, council tax benefit, housing benefit, statutory maternity pay, maternity allowance, war widow's pension and widow's pension.

16. I can’t afford to volunteer

It is important to us that it doesn’t cost you any money to volunteer. Therefore we will reimburse all of your reasonable expenses.

17. I don't have the time

A. Our volunteer opportunities all need varying amounts of time, from advisers who usually volunteer at least two sessions per week, to our trustees who meet once every 2 months.

18. I don't know anything about the law, how can I be an adviser?

A. Most of our advisers didn't when they started either. We will provide you with the training you need and support you every step of the way.

19. I don't have any skills to offer The most important quality is wanting to be a CAB volunteer.

There is training available for most of our volunteering opportunities, so please don't feel you have nothing to offer. CAB cares more about what kind of people its volunteers are, not what they know before they start. So, are you a good listener? Are you willing to learn, and enjoy helping others?

20. I'm not sure I would fit as your 'typical' volunteer

A. Every CAB is committed to delivering a service regardless of age, race, gender, disability or nationality. Moreover, every CAB strives to reflect the community it represents. We therefore welcome all volunteers, and will make decisions based only on a person's ability to perform a role.

21. Am I too old to volunteer?

There is no 'retirement age' in volunteering, we judge everyone on their merits.

22. Am I too young to volunteer?

There are no age limits except for:

• Advisers – the minimum age limit is 16
• Trustees – the minimum age limit is 18

23. I have a disability, can I volunteer with you?

A. We encounter volunteers with a wide range of impairments or disabilities, which impact on the level of support we need to offer, both in terms of training and of working within the bureau. It is therefore important that any needs are fully discussed and explored at the earliest opportunity.

The range of potential support needs may include:

• the physical environment, such as space, computer equipment, an induction loop, parking
• working practices, such as the provision of training packs in a different format
• personal support such as the use of a sign interpreter, note taker or reader.

24. I've never volunteered before and not sure whether it's right for me

Most of our volunteers had never volunteered before either. It is important to us that you are happy volunteering at the bureau so we will talk through with you what your role is, what our and your expectations are and how we will support you. We will also provide you with a full induction to make sure you feel part of the bureau team. Can you commit yourself to a number of hours each week? If you answer 'Yes' you could become a CAB volunteer.