Paid Employment
 
Martin Wood - Caseworker
 
I have been involved with Walsall Citizens Advice Bureau since June 1996, first as a volunteer and since December 1998 as a paid Adviser.  Even though I live in Birmingham I decided to undertake voluntary work at Walsall CAB because I knew that, as one of the largest and busiest Bureaux in the UK, it would offer me a greater range of experiences than I could find in more local advice centres.  This has certainly proved to be the case.  I have dealt with a wide range of subjects to a depth and level that would have been impossible at a smaller Bureau.
 
What are the differences between being a volunteer and paid Advisor ?  There is no difference in terms of client expectations - they don't know who is paid or unpaid.  The greatest difference is an understanding of the requirements of the Bureau's main funding bodies.  As a volunteer, issues relating to the needs of the funders were secondary - it was my training needs and the equality of service to clients that were my primary concerns.  As a paid Advisor, I am rightly expected to show greater commitment to the requirements and expectations of the increasing number of organisations that fund the advice service.
 
Another major difference is I see much more of the rapid responses, thinking on ones feet, required to meet the demands of a typically busy Bureau day.  The amount of team work, mutual dependency and support, understanding and co-operation between individuals and groups within the Bureau is quite staggering, and is the essence of why Walsall is so successful.  I can also appreciate just how much the Bureau depends upon volunteers to meet the high standards set internally, and the high expectations desired by our clients.
 
 With regard to the future - change is inevitable, both external and internal pressures require the Bureau to constantly review it's services.  I am confident that this will lead to an even better service for the people of Walsall.  My time here as both a volunteer and paid Advisor, has demonstrated that there is a common agenda shared by funding bodies, management, staff and volunteers alike - namely that the service must be focused on the needs and expectations of clients.