Case Studies and Stories Coordinator

Citizens Advice in West Sussex (North, South, East)

Register your Interest

Do you love the challenge of telling a good story? Do you enjoy listening to other people and learning about their experiences? We’re looking for a great communicator with a flair for the written word to help us develop a bank of stories.

We’re looking to capture our clients', staff and volunteers' experiences of working with us, so we can recognise and demonstrate the impact our work has had, and strengthen the messages we share about our service. This is particularly important at the present time when so many more people are coming to us for advice on how to deal with the implications of Covid-19 on their jobs, mortgages, benefits, loans and access to support services.

Role purpose

To help us build a powerful picture of our impact, by collating case studies, stories and outcomes from clients, staff and volunteers.

Main Duties and Responsibilities

 Contacting previous clients and interviewing clients over the phone, via video call or email to build a picture of how our advice has made a difference to them.

 Contacting our staff and volunteer advisers to gather story information.

 Researching our database to help building factual stories.

 Collating client case studies, stories and outcomes into a meaningful and organised portfolio for a number of different channels (funder reports, website, social media, press releases , newsletter etc).

 Ensuring confidentiality is maintained and permissions are collected and recorded in accordance with GDPR regulations.

We are still recruiting to this role despite the COVID-19 emergency because it's important to our future. We would really like to hear from you if you're interested, even if it may not be practical for us to meet in person for some time. We could talk by phone or video link initially so you can find out more about the role and if it might be right for you. 


Specific qualifications and experience are not required to take on the role. However some experience dealing with the general public is desirable.

We are looking for people who have:

 The ability and willingness to listen without judgement.

 A flair for writing with accurate spelling and grammar.

 A creative approach to communication with awareness of media such as Twitter, blogs etc, and comfortable with technology.

 An interest in, and understanding of the work of Citizens Advice.

 A willingness to learn how to use our internal case recording database system.

 The ability to work on your own initiative and work as part of a team and value others.

 A willingness to follow our policies, including volunteering, health & safety, equality & diversity, confidentiality & data protection.


  1. Valuable experience to strengthen your CV if that interests you.
  2. The chance to meet or speak with a wide range of people throughout the community. 
  3. The opportunity to be part of a friendly and enthusiastic team of staff and volunteers who care passionately about the well being of our community. 

Practical Considerations

We provide on the job training with full support.

Currently the role would be home-based, with full training, support and contact via digital channels. In the future it may be possible to volunteer from one of our offices, alongside the Communications Officer.

When do I need to be available?

Details We are looking for someone able to volunteer for about 6-8 hours a week - spread across a couple of days between Tuesday and Friday. Don't worry if you don't know what your availability will be longer term. We are still interested to hear from you now.
Morning Afternoon Evening

Register your Interest

  • Details
  • Disabled Access
  • Equal Opportunities Policy or Statement
  • Expenses
  • Health and Safety
  • Induction
  • Insurance Cover for Volunteers
  • Suitable for 13 - 16 years
  • Suitable for 16 - 18 years
  • Suitable for a group of volunteers
  • Support on Offer
  • This role is adaptable for different abilities
  • Training