A warm welcome at the Ironstone: Sam’s volunteering story with Citizens Advice

With support from our volunteering programme, Sam has been able to build confidence, gain new skills and take real steps towards their long‑term goal of employment.

After accessing counselling and employment support through us, Sam began attending monthly sessions to explore suitable work options and understand what roles would fit around their health needs. These sessions helped Sam develop a clearer idea of what they wanted to achieve and how to build towards it at a manageable pace.

During one of these appointments at our Cole Street office, a Volunteers Week event was taking place. It was here Sam was introduced to Blake, the Early Intervention Coordinator for Citizens Advice North Lincs. After learning about Sam’s interests, strengths and their desire to gain hands‑on experience, Blake recognised that a volunteer role within his team could be the perfect next step.

Blake invited Sam to join him at the Ironstone Centre in Scunthorpe, offering a front facing, community focused role that would strengthen their CV, while giving them valuable experience.

Sam began volunteering in June and now attends every Tuesday morning. Although placements typically run for six to eight weeks, Sam’s has been extended due to the positive impact they’ve had within the team and the people who walk through the door.

As a Community Connector, Sam is often the first friendly face visitors meet. Their role includes offering support, guidance and signposting to services including Ongo, food banks, Age UK, and other local organisations. They help people feel welcomed, listened to, and pointed in the right direction.

“It’s been absolutely excellent,” Sam said. “My favourite part is the team, and Blake is great. The reward is the smiles and thank yous I get. Knowing you’ve helped someone means everything.”

The experience is also helping Sam in actively applying for customer service and retail positions, using their volunteering to demonstrate reliability, communication skills and experience. Importantly, it has helped Sam understand what tasks fit within their health boundaries, whilst boosting their confidence.

Outside of Citizens Advice North Lincs, Sam (who is gender fluid and often goes by Koy) runs a social group for people with alternative lifestyles, including LGBTQ+ individuals. The group connects members across Scunthorpe, Grimsby and Doncaster, offering up to 25 people a safe, supportive space to meet others and be themselves.

Blake says volunteers like Sam play a huge role at Ironstone:

“Volunteers make the building more welcoming, gain valuable experience, and help reduce social isolation. They also help with our focus on early intervention, helping people before issues escalate and require NHS or GP support.

“The partnership with Ongo has been fantastic so far with around seven volunteer opportunities being given so far. One has already secured full‑time work.”

Lucy Hame, Work Placement Coordinator at Ongo, says Sam’s success is a brilliant example of how well the partnership with Citizens Advice is working: “It’s been fantastic to see Sam grow in confidence and take such positive steps towards employment. Our partnership with Citizens Advice is going from strength to strength, and Sam’s journey shows exactly why.

“They’ve recently taken on a Community Networker and are expanding into more home‑visiting roles, which means even more opportunities will be available through Ongo.

“We’re really proud of Sam and wish them the very best as they continue receiving support from us.”