Giving the right advice
There are three ways that CAS helps bureaux make sure that they provide their clients with a professional service, every time. These are:
The Information system
Citizens Advice Scotland (CAS) works with Citizens Advice in England and Wales to publish the web-based AdviserNet system. AdviserNet is the comprehensive source of information covering all topics of enquiry that underpins the advice given by citizens advice bureaux to their clients.
Adviser training
CAS provides a training programme for bureau staff that is renowned in the voluntary sector and beyond. This covers a wide range of topics related to the delivery of advice and the management of bureaux.
From training in employment tribunal representation to an introduction to computing, we’ve got it covered.
Quality of advice is crucial. Our competence-based Adviser Training Programme helps set standards of advice-giving by supporting and developing our volunteers to become competent advisers through a staged, flexible process. Throughout their time in the CAB, advisers deliver the level of service that they’re qualified to.
We are a Scottish Vocational Qualification (SVQ) Award Centre too, and support bureaux in the delivery of SVQs locally for bureau workers seeking this external accreditation.
Almost 40% of the volunteers that leave the CAB service go on to paid work or full time education. We know that the knowledge, skills and confidence they gain through their CAB training are key factors in making this possible.
Regular quality of advice reviews
The team at CAS work with bureau peer assessors to make sure that Scottish bureaux achieve and maintain our six conditions of membership.
CAS audit bureaux regularly to make sure that they’re meeting the high standards necessary, in both advice-giving and organisational management, to be called a CAB and access the services CAS offers. CAS also help bureaux meet those standards.
You can download our conditions of membership here.
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