As a volunteer, there will be times when you need to access support. The information in this article will help you to find to the right help and guidance.
If you have an urgent safeguarding concern please contact:
0204 558 7891 to talk to our Principal Safeguarding Officer (during working hours Mon-Fri)
Out of hours - The Local Authority Emergency Duty/Out of Hours Team - call the Local Authority of the person you are concerned about. The number will be on the Local Authority website.
NSPCC: 0808 800 5000 - check for latest opening hours and additional email contact on the NSPCC website.
If you have an urgent PR or media enquiry, for example if you have been contacted by the media or if you have any concerns relating to a reputational risk to SSAFA contact:
020 4566 9144
To email within Assemble, please copy and paste the email address into a GoAssemble external message recipient field.
Service Delivery Regional Contacts
There are a number of staff ready to support you:
Regional Manager for Casework & Community Engagement (RM) - Responsible for ensuring a high standard of casework service delivery to beneficiaries across their region and overseeing local community engagement strategies. Speak to your Regional Manager in relation to complaints, risks or to provide crucial feedback to the senior leadership team.
Volunteer Development Manager (VDM) - Provide advice and guidance, to both volunteers and staff, to establish and promote best practice for volunteering across SSAFA, ensuring the best possible volunteer experience. They assist with recruitment, induction, enhancing the volunteer experience, celebrating achievements, and transitioning out of volunteering.
Community Engagement Manager (CEM) - The regional point of contact for branches. They support branches and provide guidance on community engagement efforts, working closely with both volunteers and staff to raise awareness, funds and engagement for SSAFA. Additionally, they help create a welcoming environment and coordinate activities to build a sense of community and belonging among volunteers.
Regional Office (RO) - The regional point of contact for beneficiaries and other stakeholders, providing a consistent and reliable point of contact for anyone requiring assistance. This includes signposting, referrals to other organisations, or liaising with SSAFA's Safeguarding Team to ensure that everyone (including volunteers) are always safe. The RO manage case distribution to casework volunteers and provide advice and guidance on all aspects of casework.
Regional Marcomms Manager (RMM) - Currently under recruitment. RMMs support regional marketing and communication activity, including helping teams plan and deliver local communications, storytelling and promotion. They also directly manage and support Digital Marketing Volunteers.
In the table below are links to your regional contacts:
| Region | Regional Manager for Casework & Community Engagement (RM) | Volunteer Development Manager (VDM) | Community Engagement Manager (CEM) | Regional Office | Regional MarComms Manager (RMM) |
|---|---|---|---|---|---|
| Scotland | Vacancy | Vacancy | [email protected] | Vacancy | |
| North | Vacancy | Vacancy | |||
| Central | Vacancy | ||||
| South East & London | Vacancy | Vacancy | |||
| South West | Vacancy | [email protected] | Vacancy | ||
| Wales, Overseas, NI & ROI | Vacancy |
National service delivery contacts
| Department | What we do | Contact |
|---|---|---|
| Mentoring | Shared mailbox for the Mentoring Team | [email protected] |
| Community Engagement | Shared mailbox for Community Engagement Managers | [email protected] |
| Serving Communities Team (SCT) | Shared mailbox for Serving Communities Team | [email protected] |
| Volunteers in the Criminal Justice System | Shared mailbox for VCJS | [email protected] |
| Gurkha Services | Shared mailbox for Gurkha Services | [email protected] |
| Welfare: Casework Support Grants |
Provide information, guidance and support to Regional Offices and volunteers in relation to casework policy, complex cases, grant and fund requests to SSAFA via Mosaic/CMS2. The team can also assist with working with third party preferred suppliers, assistance providers and services. | [email protected] |
National volunteering contacts
| Department | What we do | Contact |
|---|---|---|
| Volunteer Experience Team | Support with general volunteer queries, recruitment and induction, ID cards, GoAssemble & SAVI etc. |
0800 260 6775 |
| Vetting Checks | Support with criminal background checks for volunteer roles | [email protected] |
| Learning & Development | Support with online and face to face volunteer training |
020 4526 2083 |
| NDP Project Team | Network Delivery Project queries | [email protected] |
| Complaints | Complaints relating to Welfare Operations | [email protected] |
National organisation contacts
| Department | What we do | Contact |
|---|---|---|
| Forcesline | Forcesline is a free and confidential telephone helpline, Webchat and email service that provides the pathway emotional or practical support and a listening ear to those in the Armed Forces community. |
0800 260 6780 (Mon-Thurs 0900-1700 Fri 900-1600) |
| Safeguarding | For any safeguarding queries, issues, training etc |
020 4558 7891 (Mon-Fri 0900 - 1700) |
| Data Governance | GDPR, data breaches, privacy policy etc. | [email protected] |
| Press, P.R. and public affairs | Celebrity, media relations, press, P.R. public affairs. |
020 4566 9144 |
| Marketing |
Anything that involves SSAFA or uses the brand must be reviewed and approved by at least one employee in Marcomms. Adverts, brand, design (gazebos, posters, roller banners etc.) logos, Marketing Hub, marketing collateral, photography, and stationery templates. |
020 4566 9136 |
| Internal communications | Group mailings, internal coms, SSAFAnet, Town Hall, Viva Engage (previously Yammer) etc. | [email protected] |
| Finance – Accounts | For queries regarding invoices and expenses paid centrally, as well as queries/requests related to branch investments. |
020 4526 5904 |
| Finance – Annual Returns | For all communications related to the Branch Annual Financial Returns. |
020 4526 5904 |
| Finance – Single Banking | For all queries and support for the Bankline system, debit cards, payment approvals and support for FMS. |
020 4526 5904 |
| Complaints | Responsible for monitoring and overseeing complaints received across the charity | [email protected] |
| Commercial fundraising | Questions about our commercial partners, contracts, products (inc. our online store and the SSAFA Christmas cards) | [email protected] |
| Corporate fundraising | The Corporate and Commercial Partnership team is responsible for developing mutually beneficial and long-lasting relationships with corporate organisations. | [email protected] |
| Legacy fundraising | Legacy giving, legacy administration and all Gifts in wills queries including SSAFA’s Free Wills Writing services. |
020 4570 0351 |
| Supporter lead fundraising | Individual, team and/or community supporter lead fundraising, etc. | [email protected] |
| Events | Our challenge events team for paid entry individual and team challenges such as runs, rides, treks etc. For example, the London Marathon. |
0204 566 7952 |
| In memory | In memory donation queries, funeral collections, memorial funds etc. |
020 4566 7962 |
| Philanthropy | Major donors | |
| Policy Team | Responsible for managing and maintaining the publication of policies within the policy library. | [email protected] |
| FANDF | The Forces Additional Needs and Disability Forum is for families who have a dependant with an additional need and/or a disability | [email protected] |
| SSAFA Short Breaks | Activity breaks for members of the Armed Forces and their families who have a child with a disability and/or an additional need. | https://www.ssafa.org.uk/get-help/military-families/short-breaks-and-holidays-for-service-families |
| Support Groups | SSAFA's support groups provide a network of people who have been through a similar tragedy, giving you the opportunity to talk though your emotions with an understanding compassionate group. | https://www.ssafa.org.uk/get-help/mental-wellbeing/bereavement-support-groups/ |