GATEWAY ASSESSOR ROLE DESCRIPTION 

Purpose of Role: To give information, not advice

A Gateway Assessor provides a gateway service to clients visiting a bureau or telephoning our Helpline service. Assessors interview clients to assess and diagnose the client’s priority issues and main reason for contacting the CAB and then to consider and direct the client to the next appropriate route (e.g. Information Leaflet or Factsheet, signposting to other advice agencies, telephone or face-to-face appointment with an Adviser or Specialist Adviser)

Responsible to: ADVICE SESSION SUPERVISOR/SERVICE MANAGER

Principal Tasks and Responsibilities:

• To use the computerised Case recording system to access clients’ details and records;
• To check basic client details and record on the Case record;
• To ensure that new clients are entered under the “Gateway Enquiry” heading on the system;
• To provide clear and concise notes on the nature of the client enquiry, with relevant details and clarification of information given, and action taken;
• To book and complete appointment sheets and referrals to other advice agencies and specialist advisers;
• To provide written information to clients on issues raised using the information system provided by the CAB following consultation with Supervisor;
• To consult with the Receptionist as to the order of clients to be seen;
• To consult with the Supervisor at all times;
• To complete a daily statistics sheet;
• To review the information system to ensure familiarity with up-to-date advice guides and factsheets;
• To comply with the aims and principles of Citizens Advice Service and to ensure delivery of the same when communicating with clients.

Personal skills and qualities a Gateway Assessor needs:

• A commitment to the aims and principles of the CAB;
• A commitment to equal opportunities;
• Friendly and approachable, and sensitive towards the needs of others;
• Ability to work as part of a team;
• Basic keyboard/data entry skills;
• Good communication skills;
• Ability to access relevant signposting information, including electronic and written materials;
• Understanding of the main enquiry areas;
• Understanding of procedures and the way in which the helpline works;
• Ability to manage time effectively; and
• Ability to recognise their own limits and the boundaries of the role.

Qualifications:

Training to be a CAB Gateway Assessor requires a certain level of skills in literacy and numeracy. There is no minimum basic entry level requirement (GCSEs, A Levels or Degree) but the level of the information sources we use (for training, and to assess and direct clients regarding their problems) is assessed to be a NVQ Level 3 or A Level standard. All potential trainees are asked to complete a diagnostic test and to attend an interview to help us ascertain whether they will be able to cope with the demands of the coursework. If candidates do not attain this level we suggest that they go to local Colleges and study further before starting to train to be a volunteer Gateway Assessor.

As well as being able to do the research and written work candidates must show that they are willing and able to comply with the aims of Citizens Advice. This involves maintaining confidentiality and being non-judgemental in dealings with clients. Trainees must show that they have the interpersonal skills to deal with a wide variety of clients, who are often under stress.

Length of Training (approximately 4 weeks):

You will need to be available one full day per week, plus a minimum of one half day per week.
The first day will be a group training day on a Thursday in our New Barnet bureau. This session is from 9.30 am to 4.00pm. There may be additional homework of up to two hours per week, using our computerised information system.
The second half day will be for observations at the Helpline initially and then at one of the CAB bureaux in Barnet, from either 9.30am to 2.00pm., or 1.30pm – 4.00pm.

Contact Details:
Please email the Recruitment Administrator, Debbie Mattana at This e-mail address is being protected from spambots. You need JavaScript enabled to view it.