Without Volunteers
Many Charities Wouldn't Exist
By Allana Mullen, Volunteer Support Manager at Citizens Advice Scotland
Volunteers’ Week is a time to celebrate the incredible people who give their time to support others.
As Volunteer Support Manager at Citizens Advice Scotland, I’m proud to support the Citizen Advice Network of 58 CABs and more than 1,700 volunteers.
After 22 years in the voluntary sector, I’m still inspired by the generosity, dedication, and impact of volunteering across Scotland. What kind of world would we live in without the volunteers that support people experiencing most harm across our communities in Scotland?
Volunteers are at the heart of the Network and quite simply, without them, the Citizens Advice service would not exist in the way it does today. This Volunteers’ Week I want to recognise and celebrate all volunteers and all volunteer roles.
For the thousands of people who visit a CAB every day, their first point of contact will be with a volunteer. They’re likely to be welcomed by a volunteer receptionist or administrator and then supported by a triage volunteer or adviser that will provide free, confidential and impartial advice.
CABs also have social policy volunteers who support campaigns and advocacy initiatives relevant to their bureau. This role is vital in helping to influence change, tackle the root causes of the issues people face, and strengthen people’s rights.
Other volunteers support both the bureau and the people within it. Bureau tutors help volunteers and staff stay up-to-date with training and changes in advice delivery. Volunteer mentors guide advisers through their training and support them with their first 30 cases. Case checkers help ensure clients receive accurate, consistent and high-quality advice. Social media and marketing volunteers raise awareness of the bureau, highlight its impact, and strengthen engagement within the local community.
Finally, our board of trustees, a dedicated group of volunteers who support the management and leadership of CABs by providing guidance on strategic planning, financial sustainability, legal responsibilities, and much more.
That’s ten different known roles delivered by volunteers, and I’m sure there are a few more informal or bureau specific roles too. Ten vital volunteer roles supporting the day-to-day delivery of a bureau.
Collectively, these roles and individual volunteers make a life changing difference to people’s lives and that contribution never goes unnoticed. In 2024-25 the Citizens Advice network in Scotland helped 196,540 people, dealt with over 702,568 advice issues, and put over £169.4 million back in people’s pockets.
Volunteers truly are amazing. And while we’re shining a spotlight on this particular week, we appreciate these people every single day. Without them, many organisations and services simply wouldn’t exist.