Susan’s Volunteer Journey: From Retiree to Community Navigator

Following her retirement, Susan was looking for a volunteering role where she could use her professional skills, keep her mind active, and give something back to her community.

Susan’s wealth of experience in a customer-facing legal environment meant she had plenty of skills and expertise to offer our service, so we were delighted when she joined us as a Community Navigator!

Now, a year into her volunteering journey, we asked Susan about her experience.

What led you to volunteer with Citizens Advice SORT Group?

After doing some online research, I contacted Citizens Advice SORT Group, and from my initial conversation felt welcomed and delighted to hear that my knowledge of the Wills, Trust, and Probate discipline would be useful, and that I’d have the opportunity to undertake training and acquire new knowledge in areas that I had no experience or expertise e.g benefits, housing, debt etc.

This was the challenge I was looking for.

Can you tell us more about your volunteering experience?

My Community Navigator role is based at Stockport. I enjoy travelling into Stockport and working alongside the team at Stopford House on Wednesdays. I have been surprised at the variety of issues Stockport residents bring to the session.

The support from my colleagues is great and I have learned so much. The team is on hand to help, and I have been encouraged to talk about the scenarios that crop up.

There is huge respect for each other, both salaried staff and volunteers, and no question asked is deemed to be silly.

The training support available to volunteers is extensive and I have found it very useful. That said, having the opportunity to be hands-on and support clients directly has been the steepest learning curve. However, at no time have I felt unsupported.

What part of your role as a Community Navigator is most rewarding for you?

Getting positive feedback is the greatest reward for me, and whilst my volunteering role gives me the purpose and challenge I was looking for, receiving such feedback is the icing on the cake.

Recently someone I supported with their housing benefit told me that I had restored his faith in humankind.

I helped another person through a dispute with their neighbour, and he offered to donate to our charity as he was so thankful for the support he received.

I have helped many older clients who find technology difficult and they are always so grateful.

Volunteering has also opened my eyes to the difficulties many people face in their lives, and that makes me humble and want to support further.

To find out more about volunteering with Citizens Advice SORT Group, please visit our website.