Arlene Machin isn't surprised that Citizens Advice workers are, arguably, the most highly trained volunteers in the world.

"After all, we are dealing with people's lives," she stressed.

Such is the reputation of the Citizens Advice Bureau (CAB) it is taken as read that the help it offers to people in need is top class.

This means it needs a dedicated band of volunteers who have the training and expertise to offer possible solutions to other people's problems. And the more the better.

As part of Volunteers Week, which runs until Saturday, the CAB - a charity which helps people resolve their legal, money and other problems by providing free information and advice - is calling on people of all ages and backgrounds to volunteer with them.

It won't be boring. The problems people bring to the CAB are as varied as the clients themselves.

"It is a problem if it is a problem to them," stressed Arlene, guidance tutor at Colchester CAB. "We are a lifeline for some people and people have confidence in the CAB."

From someone about to be evicted, to the person who is late paying a credit card bill, the CAB offers options to solve their problems.

There lies the reward which makes CAB volunteering so enjoyable for so many people.

"Some people have no idea how to tackle their problem," explained volunteer trainee advisor Yvonne Berriman, "and the feeling is so satisfying when you direct them to help solve that problem."

Yvonne may be just a few weeks away from finishing her training to become a fully-fledged CAB adviser, but she has already reaped the rewards of knowing she has helped others.

After all, some would argue that volunteering is not just about helping others, it is also about getting personal satisfaction from doing something positive for someone in need.

Take the man who recently phoned to thank Yvonne for helping him sort out a debt crisis. With Yvonne's help, his debt problems have been resolved. Without the intervention of the charity, who knows what situation he would be in now?

Yvonne decided to start voluntary work after her children had grown up and felt "redundant at home".

"I thought I had something to offer and wanted to help other people," she explained.

Helping people is one thing, but surely hearing about other people's problems could prove a culture shock for some?

"I'm sure it is," agreed Arlene. "But that is a good thing because it is good to see the other side of life."

With about 40 advisers and up to 15 trainees, Colchester CAB is doing better than some parts of the country when it comes to its volunteer quota - but it could always do with more.

With so much to learn, Arlene admitted some would-be volunteers were put off by the "daunting" training.

There is a lot to learn, but she stressed volunteers were supported the whole way. Training can take up to a year and volunteers can go at their own pace as there is no deadline.

With ever-changing legislation, CAB advisers aren't expected to remember everything; their skill is to know where to go to get the help their clients need. The charity's bespoke advice database is updated daily to give advisers the latest legislation information at their fingertips.

Other qualities include having empathy and being a good listener.

"We all make judgments," explained Arlene, "but we can teach people not to be judgmental."

As for those who turn to the CAB, a weight is lifted off their shoulders when they realise there is someone to help them when they need it most.

VOLUNTEERS ARE THE LIFEBLOOD OF THE BUREAU

  • The majority of people working in the Citizens Advice Bureau are volunteers. In the past year, more than 20,000 volunteers gave the national CAB 121,743 hours a week of their time, ensuring that, on average, 5.5 million problems are dealt with a year.
  • People from all backgrounds are encouraged to get in touch with the CAB if they are interested in volunteering. All they need to do is to be able to commit to one day a week as a volunteer, which can be flexible.
  • The age profile of volunteers is changing. New volunteers are much younger than existing volunteers. Seventy per cent of the new volunteers are under 55, compared with less than a third of existing volunteers.
  • There were 4,500 new volunteers and 1,400 new staff at CAB in 2006/07
  • Levels of formal volunteering, which would include volunteering at a local Citizens Advice Bureau, have risen from 39 per cent in 2001 to 45 per cent in 2007.
  • All training for Colchester CAB takes place in the town, apart from a four-day course in Chelmsford.
  • Anyone interested in becoming a CAB volunteer should call 01206 765335.
  • People wanting help from the CAB can call 0844 477 0808, Monday to Friday from 9.30am to 4pm, use the CAB's drop-in service at Cornerstone in Sir Isaac's Walk, Colchester, from 9.30am to 12.30pm Monday to Friday or visit the website below