Gateway Assessor

Gateway assessors help clients get the right help in the fastest time possible. They assess people’s needs, either face-to-face or over the phone, and identify the most appropriate course of action. That might be self-help information, referral to a specialist organisation or an appointment with an experienced Citizens Advice adviser. As a gateway assessor you would:-

• Greet clients and explain the gateway assessment process
• Explore the client’s problem(s) and situation
• Assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
• Identify the next step that needs to be taken
• Summarise the content of the interview for the client and explain what happens next
• Ensure clients know they can return if necessary
• Update the database, completing the gateway assessment screens.

Specific qualifications or experience are not required to train for the role. You need to:-

• Be good at listening
• Have a good manner when talking to people
• Have basic computing skills
• Be open minded and non-judgemental