The below information was sent, via email to all volunteers and staff across SSAFA on 3 April 2025.
To: all volunteers, employees, trustees
Dear Colleagues,
Focus: on the role of Casework Volunteer
The Network Delivery Project works with our collective strengths – dedication, innovation and commitment. Let’s look at what this means in reality for those of you who are Casework Volunteers.
How will things be different for me as a Caseworker?
- You will work collaboratively with, and report directly to, our Regional Office (RO) employees throughout the case – we hope you’ll notice better, streamlined processes and consistent support.
- You will continue to be the key point of contact for the beneficiary from the beginning of the case to the very end, however it will be more manageable administratively as the almonisation and procurement burden is now the responsibility of the RO.
- Mosaic becomes more of a ‘friend’ than a ‘foe’ as whilst you will still be able to view every element of the case, you will only need to work within one stage– no messy moving of stages and re-uploading of documentation.
- As a casework volunteer you will remain part of your local branch to ensure you benefit from the community of SSAFA volunteers in your vicinity, although all discussions on beneficiary cases now take place with your RO.
How will I receive support and advice on my cases?
Your RO employees are trained and experienced in all elements of casework – they regularly casework themselves. They will provide you with the support you require to continue to provide high quality, consistent casework to our beneficiaries via regular group drop-in sessions, face-to-face meetings, and by quickly responding to your individual case enquiries.
In the two trial regions of Wales and East Midlands we have seen the creation of strong working relationships between RO employees and casework volunteers:
“The time lags in dealing with all aspects of cases have been reduced significantly, providing a quicker level of service to clients.”
“Caseworkers are happy to have a dedicated regional casework coordinator dealing with their case, the continuity of contact is having a positive effect on morale.”
What does this mean in practice?
- Beneficiaries get faster access to support, with a more consistent experience across the SSAFA network.
- Volunteers will do less paperwork and administration, therefore enjoying a more manageable experience that focusses on supporting the beneficiary.
- SSAFA as a whole will increase efficiency, ensure compliance, reduce risk and secure our future for the next 140 years.
How will you benefit?
A more manageable role with professional oversight, clear responsibilities, improved case management tools, and access to regional pastoral support.
How will you contribute?
As the lifeblood of our vital volunteer force for good, you’ll still be providing essential – and much appreciated – help for veterans, serving personnel and their families. Though you’ll be collaborating with ROs, you’ll continue to be a part of your branch network and still enjoy all the same social connections.
For more information, please visit the NDP Information Hub in SSAFAnet or take a look at the NDP files in the 'Document Hub' in GoAssemble, where you will find detailed articles on the caseworker journey and the NDP FAQs document.
As ever, if you have any questions, please email us at [email protected].
Many thanks,
The Network Delivery Project team