I really enjoy helping people, especially those clients who have difficulty to communicate their problems, whether that be from language, mental health or their own understanding. I get a huge sense of satisfaction when I can start to organise their issues and see the weight coming off their shoulders as they see that there are people that will listen and support them.

The Gateway Assessor role is to gain an understanding of the client’s situation and issues, ensuring that a rounded approach is taken, so that nothing is missed and then to signpost the client to where they can get the support they need. That will often be by booking an appointment with a Citizens Advice adviser, who will help them to take the actions that they need to.

I support the adviser by writing up the client’s case with all of the details that I have gathered, so that the adviser can start taking action with the client quickly.

Recently I have mentored new starters, initially they shadow me picking up the key points of the assessor role and then I support them conducting client interviews as they gain in confidence and become effective members themselves. This mentoring role is very enjoyable and helps to build a fantastic team spirit in the group.

I enjoy the variety of work so much that I am now studying to become a volunteer adviser, which involves a lot of additional training, both online and through group training.”