This policy applies to all volunteers and should be used by those who directly manage or support volunteers.

Volunteer manager. Supervision and support of designated volunteers. The volunteer manager may be an employee or volunteer. The volunteer manager authority matrix for this policy is set in Appendix 1.

Next in line of authority. The next line of authority for the volunteer manager. The volunteer manager authority matrix for this policy is set in Appendix 1.

Volunteers. Awareness of this policy and compliance with it.

Volunteering is time freely given and must be mutually beneficial to both the volunteer, and SSAFA, the organisation (including our beneficiaries).  A volunteer may stop volunteering with SSAFA at any point and with no explanation, although we welcome feedback to help our learning and ask for reasonable notice where possible.

Conversely, where a SSAFA volunteer relationship is no longer mutually beneficial or we are concerned that our values, standards, policies or procedures have not been followed, SSAFA may also cease a volunteer relationship. In these occasions, while not required legally to explain or justify our reasoning, we will strive to be open and honest in our approach.

SSAFA volunteer roles are confirmed by and held centrally by the Volunteer Operations Directorate. A volunteer role must be a defined SSAFA role, to ensure the volunteer has access to essential training and insurance cover required to carry out the role.

SSAFA’s Volunteer Code of Conduct Policy and BRAVE standards set expectations regarding conduct and behaviour when volunteering, underpinned by SSAFA’s commitment to our mission and values.

Volunteers may express their intent to leave a volunteering role at any point and with immediate effect. An expression of intent to leave can be offered verbally, writing, or via our volunteer management system (if applicable)

The volunteering relationship is non contractual and is based on free will and choice. The volunteer’s choice to leave is final and SSAFA have no right to decline a request or require a volunteer to complete a notice period.

Volunteers may choose to move on from SSAFA for many reasons. Our aim is to provide a positive experience for all volunteers and well managed endings are part of a good volunteering experience.

The volunteer should be thanked for their time and commitment to SSAFA in writing. This communication is initiated by the volunteer manager.

Alongside thanking the volunteer, written communication must be provided to include:

• The date that the volunteering relationship will end.  Access to SSAFA insurance and systems will cease on this date and the individual must not act on behalf of SSAFA in a volunteering capacity after this date.
• Awareness, that if returning to volunteer with SSAFA the individual will re-enter the process as a new volunteer, including essential onboarding and induction for the role, appropriate training and where necessary vetting checks.
• Return of all SSAFA property; This could include technical equipment, office keys, hard copy documents etc. Guidance should be followed on how to return or destroy the ID card

A leavers form must be completed for every volunteer leaving SSAFA.

All leaving volunteers must be offered a leavers discussion, to help SSAFA improve their volunteering offer and asked to complete an anonymous leavers survey.  It is the choice of the leaving volunteer to whether they wish to engage in such a discussion.

All completed volunteer leavers documents should be reviewed by the volunteer manager (for those on Assemble) or by the Volunteer Experience team (for those on SAVI). Survey data will be reviewed on a regular basis to inform improvements.

The leavers discussion should be carried out by the volunteer manager in person or virtually and should follow the guidance in the leavers discussion template. A volunteer can also choose to answer the questions in writing and return to the volunteer manager via email.

The leaving volunteer also has the option to choose whether the discussion is undertaken by another SSAFA contact, for example the relevant Volunteer Development Manager. In this case these wishes should be honoured.

Volunteering with SSAFA does not have to be static and we encourage volunteers to apply for new roles within the Charity.  We believe in safe and transparent volunteer recruitment. To ensure that our beneficiaries receive high quality support, and our volunteers are appropriately trained and informed to undertake their roles, volunteers wishing to move into a new role must follow the below process.

Moving into a new role process:

• On request to change role, and where an alternative role is available, the volunteer must be provided with a relevant role description to understand role and responsibilities.
• A volunteer interview should be undertaken based on the new role, to assess suitability and discuss any additional induction or support required.
• If suitable, the recruitment and induction process should be followed.

Sometimes a volunteer may wish to take a break from volunteering.  We ask that the volunteer, where possible, notifies their volunteer manager that they will be taking a break, to help us manage our services. It is the volunteer’s discretion to whether the reason for taking a break is shared.  

To ensure that SSAFA can continue to deliver services, the volunteer manager must consider any requirement for role cover and organise this if necessary.

Any volunteer covering a role should be made aware of the likely period of cover at the point of application and should be kept informed about any changes to this.

A volunteer can take a break for up to 18 months. To ensure on returning to SSAFA that the volunteer has appropriate support, skills and knowledge, the following processes apply.

1. Taking a break of up to 18 months and returning to a different role or changing geographical location:

The moving into a new role procedure must be followed.

1. Taking a break of up to 18 months and returning to the exact same role:

The volunteer can return to the exact same volunteer role subject to the volunteer manager completing a returners discussion.

The returners discussion should include identifying all essential training and qualification criteria that must be updated before recommencing the role. It should also include a discussion about any skills that may need refreshed.

If cover is in place for the role, a handover should take place.

To ensure that SSAFA’s volunteer data is up to date and that all volunteers are effectively trained to undertake their role, we will automatically deem a volunteer to be inactive if;

There has been no contact and;

• A volunteer has not been active within their volunteering role for 6 months.
• A potential volunteer has not completed the recruitment stage within 3 months.
• A potential volunteer has not completed their training and/or induction to become a qualified volunteer within 6 months.

When these criteria are met, the volunteer manager will action the leavers process

SSAFA can direct a change of role for a volunteer. This means that SSAFA can amend or withdraw a volunteer role with or without consent of an individual. However, whilst not legally required to justify a ‘change of role’ decision, we will always in the interests of fairness and transparency seek to provide an explanation.  

Reasons for a change of role directive may include, but are not limited to:

• Where a complaint conclusion recommendation includes a change of role.
• Where a concern investigation recommendation includes a change of role.
• Where disputes are causing a detrimental effect to the delivery of beneficiary services.
• Where a volunteer lacks the skills, knowledge, ability or competencies to perform the role to the standards set by SSAFA.
• Where the volunteer has not remained up to date with essential training or qualifications needed to deliver the role.
• Where a volunteer has failed to adhere to SSAFA policies, procedures, values, standards or guidance.

When the above criteria are met, the Managing Concerns about Volunteers Procedures should be followed.

There may be times when SSAFA decides to end a particular volunteering opportunity. Where a volunteer role is no longer available, sufficient notice will be provided to those effected and alternative opportunities offered where possible and appropriate.

When directing a change of role SSAFA will:

• Discuss the potential role change with the volunteer and together identify a suitable role.
• Provide a list of suitable roles for the volunteer to choose from.
• Explain any required limitations on new roles, for example by geography and/or services delivered and/or contact with beneficiaries.

A directed change of role will be provided in writing and recorded on the central volunteer management system. Communication must include from what date the current volunteer role ceases and options for new role decisions.  

New role agreed: New roles will be subject to the ‘moving into a new role’ procedure.

New role not agreed: If the individual volunteer does not wish to move into a suggested role, the individual’s volunteering relationship with SSAFA will end. The volunteer should be thanked for their time and commitment to SSAFA in writing. This communication is made by the volunteer manager and follows the volunteers leaving SSAFA process, ensuring that those involved in the directed change of role decision are notified.

Volunteer suspension means that the suspended volunteer must not carry out any volunteering for SSAFA with immediate effect. Suspension is triggered when there is uncertainty of a volunteer either being subject to, or with potential to cause significant risk to SSAFA’s people and/or reputation, such as:  

• Risk to a person(s)  volunteer, employees, service user.
• Risk to SSAFA, the organisation  reputation, quality of services.

Suspension is non-judgmental, time limited and handled confidentially. This effectively means:

• Non-judgemental  suspension is a pause in the volunteering relationship to enable SSAFA to review potential concerns and/or address role requirements.  Suspension is without judgement.  A suspended volunteer should be reassured that suspension has no bearing on whether an investigation may be upheld or not.
• Time-limited  suspension is not a long-term option.  We aim to conclude suspension periods within 25 working days.  When we are unable to conclude within the time period, we will explain our reasoning and offer a more realistic timescale.
• Confidential - only those who need to know the reasons behind the suspension will be notified.

SSAFA ending the volunteer relationship means the relationship is terminated. Whilst not legally required to explain such a decision, the Charity will always in the interests of fairness and transparency provide an explanation.  

The reasons for SSAFA ending a volunteer relationship may include, but are not limited to:

• Illegal activity while acting on behalf of SSAFA.
• Criminal offences or activity that place people or organisation at risk.
• Safeguarding concerns.
• Significant concerns for SSAFA’s reputation.
• Misconduct, at odds with the Volunteer Code of Conduct policy.
• Behaviour at odds with wider SSAFA policies, procedures, values or standards.
• Where a volunteer lacks the skills, knowledge, ability or competencies to perform their role to the standards set by SSAFA.
• Irreparable personal relationships impinging on beneficiary support.
• Outstanding qualification requirements for a volunteer role, such as essential training or lapsed criminal record checks.

When the criteria for ending the volunteer relationship are thought to be met, the Managing Concerns About Volunteers Procedures should be followed.

The Governance Committee should be notified when any volunteer relationship is ended by SSAFA under the conditions of this policy.

It is the responsibility of all volunteers to conduct themselves within the framework of this policy.  Where a volunteer fails to act and/or behave in line with our expectations, SSAFA may suspend or ultimately end the volunteering relationship.

Linked SSAFA policies and procedures;

• Volunteer Code of Conduct policy
• Complaints policy
• Volunteer Operations Complaints Procedures
• Whistleblowing policy
• Equality, Diversity and Inclusion policy
• Data Retention policy
• Safeguarding policy
• Social Media policy
• Managing Concerns About Volunteers procedures