I joined Citizens Advice as a volunteer Generalist Adviser nearly 20 years ago to complement my work as a Business Adviser with local Enterprise Agencies. I am now a form-filler, helping clients to claim disability benefits to which they might be entitled. This involves spending time discussing their mental and physical health conditions and how these affect them on a daily basis either at home or at work.
The clients are vulnerable, nervous and often overwhelmed when faced with a long, official form. During a conversation that can take over an hour, it is my job is to get personal information from them which will support their claim. This involves patience, the ability to make clients feel comfortable in divulging intimate information and good listening skills as well as the ability to ensure their information is expressed clearly in writing on the form.
I enjoy working in an office with other advisors who are helping clients with other problems. The atmosphere is friendly, supportive and professional and we learn from each other. Being a form-filler is a very rewarding role especially when clients make a successful claim for a benefit which will make a real difference to their everyday lives.
