Frontline advice workers are often the first, and sometimes the only, source of support for people navigating complex legal issues such as housing, immigration, benefits, domestic violence, and trafficking. In the free legal advice sector, these workers carry out vital, life-changing work.
Despite their importance, the sector often struggles with systemic workforce challenges, including the recruitment, training, retention, and progression of advice sector workers.
Collaborative initiatives, such as the Advice Workforce Development Fund (AWDF), are helping to address these issues. By offering training and clear pathways such programmes open doors for people who might otherwise be excluded from these opportunities.
Two compelling case studies, Ogechi and Jamal, illustrate how transformative this kind of training support can be.
Ogechi: route to qualification
When Ogechi completed her law degree in 2022, she began applying for trainee and paralegal jobs at law firms, without much success. Her goal was to qualify as a lawyer, and she assumed that a private law firm was the most likely route. However, in the later stages of her degree, Ogechi volunteered at a local Citizens Advice, following the advice of her uncle (a lawyer who had himself started as a CAB volunteer). Ogechi worked on the telephone advice line, alongside her retail job.
A temporary role as a debt adviser at Limehouse Project gave her valuable hands-on experience. When the funding for the position ended in March 2023, Ogechi was retained as a part-time trainee benefits adviser. The real turning point came late that summer when she secured a solicitor apprenticeship, funded by the AWDF. Until then, Ogechi had still thought that if she wanted to qualify as a solicitor, she would have to join a private practice.
Ogechi’s apprenticeship involves her working one day a week at University House Legal Advice Centre and one day a week of study leave to undertake her law school coursework. At work, Ogechi’s handling a range of cases in benefits, housing, and debt, learning how to interact professionally with clients, manage her time, and contribute meaningfully to both organisations. Like other apprentices we have spoken to, Ogechi feels it would be good if BPP, her law school, offered some social welfare law modules.
Importantly, her experience has made her see the value of staying in the advice sector. She hadn’t initially planned to remain in the charitable legal space, but helping vulnerable clients, particularly those with mental health or safeguarding issues, has become a key motivator. While she recognises that pay and job security are ongoing concerns, Ogechi is seriously considering a future in the sector, even exploring the possibility of stepping into leadership roles down the line.
Jamal: From Care Coordinator to Aspiring Immigration Advisor
Jamal’s journey took a different route. Working as a care coordinator with Mushkil Asaan, a domiciliary care provider, Jamal hadn’t initially considered an advisory career. His interest only began when a training opportunity, funded by AWDF, became available. Though his employer didn’t offer advisory roles, Jamal had long felt more drawn to the kind of support offered in voluntary advisory settings than to health and social care.
Through a placement with Citizens Advice Wandsworth (CAW), Jamal has been able to immerse himself in a structured training programme. At first, he found the experience overwhelming, particularly in terms of written communication and dealing with a linguistically and culturally diverse client base. But through workshops, policy training, and mentorship, Jamal has grown significantly in skill and confidence.
One of the standout features of Jamal’s journey has been his passion for immigration advice. He sees a critical need for this expertise in his community and is determined to qualify formally in this area. His long-term goal is to specialise in immigration support, making a lasting impact on those navigating one of the most challenging areas of the legal system.
Like Ogechi, Jamal is realistic: continuing in the free legal advice sector depends on paid opportunities and ongoing professional development. But the spark is there. His story is a clear example of how investment in people, through structured training and career pathways, can transform not just individual lives but entire communities.
Why Training Matters More Than Ever
These stories underscore a powerful truth: talent is everywhere, but opportunity is not. When training and development are made accessible, especially through funded programmes, we unlock the potential of individuals like Ogechi and Jamal, people who bring dedication, lived experience, and a deep desire to help others.
By offering:
- Apprenticeships and structured training,
- Practical, hands-on experience,
- Mentorship and academic support,
- And clear career progression routes,
…we not only equip the next generation of advisors, we ensure that advice agencies remain strong, resilient, and connected to the communities they serve.
In an era of rising demand for legal advice and shrinking public services, investing in the advice workforce isn’t just the right thing to do. It’s essential for building a fairer, more accessible justice system.
