A free, confidential, impartial and independant service of community information and referral
Do You Want to Help?
The Mt Alexander Community Information Centre welcomes volunteers
A Volunteer Information Worker made the following observations when asked for her impressions of working in the Mt Alexander CIC -
" It's a pleasure to work with such a friendly, co-operative, concerned group of people who willingly give whatever time is needed to listen to the client's story. It's good to know that the information resources are extensive enough to allow us to provide the enquirer with a choice of options. It is really gratifying when you've helped a person get on track. And apart from this it really helps to keep your brain alive and ticking........ I find it is all part of an on-going learning process. As a volunteer, it provides me with opportunity to widen my horizons, become more informed about the community and it gives me a sense of purpose."
The CIC relies solely on volunteers for all aspects of its operation. For those volunteers who do not wish to undertake the formal training satisfying involvement is offered in other roles such as receptionist, aspects of administration and help with information collection and collation. For some of this work elementary computer skills are required, at the same time anyone with advanced skills will become an invaluable member of the team.
The Mt Alexander Community Information Centre is one of a number of Information Centres which are accredited by a larger organisation, Community Information Victoria Inc. (ClVic). Volunteer interviewers are given an intensive, approved training course before commencing their contact with visitors to the Centre. Volunteers work in teams. They develop extensive experience of contact with the public, gain excellent knowledge of government services and departments, make use of computer data bases and have the satisfaction of helping those in need.
Online enquiries may be directed to Marie Shaw or directly to the CIC email address. It is suggested that you read the information on this page to help you decide whether you would like to participate in this community service.
We acknowledge Gwyneth Terry and Community information Victoria Inc. for the following information,drawn from their publication "Working in a Community Information Centre" 2001:
Contents:
WHAT DOES A CIC WORKER DO?
What does a CIC interviewer do?
WHAT SKILLS DOES A CIC WORKER NEED?
There is an assessment process, but no written examination
COMMUNITY INFORMATION VICTORIA INC. TRAINING PROGRAM
Entry requirements for the course
CIC staff carry out a number of tasks as well as or instead of interviewing. Organisation of jobs depends on the individual centres. Other tasks may include;
• development and maintenance of information resources;
• Collation of statistics;
• public relations and marketing;
• management committee;
• reception.
After training is completed, a CIC interviewer is expected to:
• interview people who have enquiries;
• give practical help where appropriate; keep records of each enquiry;
• be part of an agency team;
• keep informed on agency procedures and community information;
• attend on going training sessions as required by the agency's policies.
Giving information means more than just giving someone a leaflet. It means understanding what information is needed, finding the correct information, communicating it to the clients in an appropriate manner and ensuring that clients fully understand the information and the processes and procedures necessary to act upon it if they desire.
PRACTICAL HELP CAN INCLUDE:
• making phone calls;
• assisting in filling in forms;
• writing a letter on behalf of the client or assistance in drafting a letter;
• referring a client to another agency which can offer specialist help;
• knowing when it is appropriate to refer someone and the necessary procedures;
• negotiating between a client and another individual or organisation, e.g. an employer, landlord or representative of another organisation;
• representing a client and advocating in his or her interests, e.g. in the areas of consumer complaints, equal opportunity etc.
Being part of the CIC team means more than just doing your rostered duty each week. It also means:
• reading notice boards in the CIC;
• reading the case records written up since you were last on duty;
• attending on going training sessions;
• reading newspapers, periodicals and books for background information;
• being aware of the current issues in your community;
• keeping yourself informed of the decisions of your Management Committee and of Community Information Victoria activities;
• contributing to decision making.
WHAT SKILLS DOES A CIC WORKER NEED?
People who work in a CIC require a range of skills and familiarity with information resources.The training program described in the next section is designed to develop the skills necessary for an effective Community Information worker.
Depending on the job you do in the CIC, you will require some of the following skills in addition to your common sense;
• interviewing skills
• information skills
• community work skills.
ASSESSMENT
Community Information Victoria Inc. (ClVic) has a responsibility to both clients and trainee workers to ensure that only people who are both suited to and comfortable with community information work become agency interviewers. Interviewing requires specific skills and abilities and some peoples' talents lie in other areas.
ClVic believes that people will gain most satisfaction and be most effective when they are doing work for which they are suited. Therefore, there is an assessment process that begins with the initial interview and continues through the Course in Community Information Work and probationary work period.
THERE ARE NO WRITTEN EXAMINATIONS
Trainees have the right to discontinue training at any stage if they feel that community information work is not what they expected or if they feel unsuited to it. Some people who have considered the possibility of Community Information work have been found to be unsuitable. The agency would be happy to discuss further possibilities for voluntary work in the community with anyone who decides to withdraw.
INFORMATION RESOURCES
The CIC Information File contains national, state regional and local information. It may be a hard copy file or a computerised database. Resource books such as directories or handbooks supplement the file with more detailed or specialised information. Pamphlets - ClCs have a wide range of pamphlets or brochures from government departments and other agencies. Your own knowledge of the locality and current issues essential. You will build up a picture of local resources from searching for information and talking to clients, but information must not be given to a client based solely on personal knowledge - the agency information resources must be referred to at every enquiry, to ensure that accurate and comprehensive information if given to clients. It is also reassuring for workers to know that there are always up to date information files or databases to refer to and that they are not expected to be "walking encyclopaedias". Your co-workers in a CIC. There is always someone to point you in the right direction when you get stuck. The co-ordinator o other experienced workers are always willing to help. Experienced workers often find it helpful to consult with co-workers. Other agencies and specialists At times, you may have to go outside the resources of your agency for information. There are numerous other agencies which can help you with further information. Many agencies also have arrangements for contacting local specialists such as solicitors, social workers and financial counsellors. You learn more about these resources during the orientation and probationary periods of training in your agency.
TIME COMMITMENT
Trained Community Information workers give the following commitment to their agency:
• roster once a week;
• time for background reading; monthly on going training sessions; additional training, depending on when it is available workshops, advanced training courses etc. are usually provided a few times each year;
• some workers perform extra tasks in the agency;
• some agencies organise social events for staff, such as theatre outings, Christmas parties etc.
COMMUNITY INFORMATION VICTORIA INC. TRAINING PROGRAM
Stage 1. Selection Interview
An initial interview is conducted at the agency by a person or persons nominated by the Management Committee.
Stage 2. Basic Training Day
Basic Training is designed to provide enough information about working in a CIC to enable the participant to make an informed decision about whether to continue in the training program. Sessions include:
• the role and structure of ClCs;
• duties of a Community Information worker;
• introduction to information work;
• attitude awareness;
• rights and responsibilities of volunteer workers,
• introduction to Emergency Relief provision.
Stage 3. Agency orientation
During this period, trainees make several visits to their agencies to start learning how the agency operates. This period provides another opportunity fro trainees to decide whether they are prepared to make a commitment.
Stage 4. Course in Community Information Work
In order to be an accredited Community Information Interviewer, all trainees must successfully complete a nationally accredited course - Course in Community Information Work. The course is made up of three units from the Community Services Training Package and a specialised Unit- Community Information Work in Practice added. The course is conducted by some TAFE colleges, but mainly presented by community training providers. It provides training for a range of people whose work involves providing community information to the public. The course is conducted over 36 hours, one day a week for six weeks, followed by 14 hours on the job training. Assessment includes some assignment work for which trainees use their agency's resources. Course fees are set by individual providers, and may vary. ClVic negotiates the provision of the course by some providers and usually provides at least one course per semester at its city office. Individual ClCs training personnel arrange to register their trainees. The course is held regularly at a variety of venues.
Entry requirements for the course are:
• maturity and demonstrated commitment to work in the Human Services field;
• proficiency in written and spoken English.
Applications for recognition of prior learning can be made in accordance with national guidelines - this means applying to the course provider. Credits gained on the course can also be used for further study in the community Services field.
The course consists of the following units;
• CHCCOM2 Communicate appropriately with clients and colleagues
• CHCINF1 Process and provide information
• CHCCCD3 Meet information needs of the community
• VBJ129 Community Information Work in Practice
Upon successful completion of the course students receive a recognised qualification.
Stage 5. Probationary Period
• Trainees do 50 hours of supervised interviewing in their agency.
• On satisfactory completion of the probationary period, trainees become ClVic accredited trained interviewers.
• They receive an accreditation certificate from ClVic.
Further Training
In addition to the five stages of initial training, all community information workers attend regular on going training at their agencies. ClVic conducts training in information management for those interested in this area of work. It is recommended that people work for at least one year in an agency before undergoing this training.
From the publication "Working in a Community Information Centre" by Gwyneth Terry and Community information Victoria Inc. 2001
