Volunteers are at the front line of engagement with our clients. They run triage through reception by taking an initial assessment of the client’s enquiry and assign the client to appropriate support. Volunteers with specialist knowledge of housing, employment, crime, benefits and immigration may also help in each of our teams with casework and community projects.
Reception:
• Speaking with clients and members of the public visiting reception, taking clients details, passing onto caseworker and booking appointments in diary
• Assisting with keeping reception areas tidy, ensuring posters and display information is current, updating forms and referral information at reception
• Recording information on reception use for service monitoring and statistics
Telephone
• Taking clients details and organising interpreters for appointments
• Taking messages when staff unavailable
• Giving general information about Law Centre services
• Directing clients to other agencies, where appropriate
Administration
• Assisting with incoming and outgoing mail
• Photocopying and filing
• Using MS Office applications including Word, Outlook and Excel
• Assisting with other routine admin tasks as necessary
• May also include typing general information and external letters, under supervision
Our volunteers are often students – at all levels of qualification – who volunteer around their study commitments. We also have qualified lawyers who volunteer around their other work and personal commitments.
Person specification
Essential skills/experience
- High standard of customer service skills and a professional approach towards providing reception and telephone service
- Computer literacy, preferably using MS Office applications, particularly Word, Excel and Outlook. Ability to learn and improve existing computer skills where necessary
- Confident manner and good communication skills. Ability to communicate with clients, other professionals and organisations competently
- Clear legible handwriting. Ability to understand and speak English clearly
- Ability to deal with clients in a professional manner and manage stressful situations appropriately
- Commitment to the aims of the Law Centre and to the Law Centre’s client group ‐ many of whom are on low income and from a variety of ethnic backgrounds
- Understanding of the importance of maintaining client confidentiality and willing
Desirable skills/experience
- Previous office and administrative experience
- Ability to speak a community language such as Arabic, Bengali or Somali
If this is something that sounds interesting to you, please send a CV and covering letter explaining why you would like to volunteer, to volunteer@nklc.org.uk
Please use the person specification when completing your application form, ensuring that you address all of the essential criteria. Our decision on whether you are suitable for a placement is dependent on whether you meet all of the essential criteria. If you feel you would be able to match the essential criteria but you not have direct working or educational experience, please mention this on your form.
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