Touchpoints are the mechanism for recording conversations with volunteers, and this guidance sets out what should be recorded and how that should take place.
Touchpoints ensure that all conversations and interactions are recorded consistently and that they are available to check back on, should this be useful. They can also be used to attach more detailed meeting notes so that both the volunteer manager and the volunteer can see them.
There is the option to make touchpoints private where appropriate.
Instructions on how to use touchpoints for Support and Supervision are here: S&S Touch Point.mp4
The method of using touchpoints is the same no matter what the topic, and so this guidance and the instructions above apply to all.
| Topic | How | Points to note |
|---|---|---|
| Support and supervision | Record that a meeting was held |
Don't include anything personal and make the record private Guidance documents: Support & Supervision | Volunteer Lifecycle | SSAFA SOPs and departmental processes |
| Complaints and concerns | Record that a meeting was held |
Make the record private and say that details are held on the concerns and complaints tracker Guidance documents: |
| Support IT | Record that a meeting was held |
No restrictions IT Policy: IT Policy | Volunteer Policies & Guidance | SSAFA Volunteer Knowledgebase |
| Welcome to the branch | Record that a meeting was held | No restrictions |
| Compliance / training | Record that a conversation occurred reminding and encouraging completion of mandatory training |
No restrictions How to find anything - GoAssemble User Guide: Training | GoAssemble User Guides | SSAFA Volunteer Knowledgebase |
| Leavers and taking a break discussion - written guidance on ScreenSteps on how to log these as touchpoints | Record the meeting and upload any notes |
Record the break and expected return date on GoAssemble as a touchpoint GoAssemble User Guide: How to take a break from volunteering | GoAssemble User Guides | SSAFA Volunteer Knowledgebase |
| Additional needs or support | Record the meeting and upload any notes | Record any support needs and keep the record private unless the volunteer agrees they can be public |
| Support during the recruitment process | Record the meeting after queries resolved |
GoAssemble Recruitment and Induction Process: |
| Invitations to meetings (non-events) | Record that the invitation has been sent | No restrictions |
| Requesting return of SSAFA equipment | Record that the request has been made | No restrictions |
Touchpoints should not be used to record:
· Anything very sensitive or private
· Event attendance (where this was an actual Community Engagement event)
· Generic emails – i.e. requests for forms or clarity of date and times of events etc
· Email chains