Note on system update: GoAssemble has introduced an update so that messages sent by volunteer managers to volunteers are now saved as Touchpoints by default. Managers can choose to remove a message from being saved as a Touchpoint before sending, where appropriate.
What are Touchpoints?
Touchpoints are the mechanism for recording conversations between volunteer managers and volunteers, and this guidance sets out what should be recorded and how that should take place.
Touchpoints ensure that 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.
Who can see saved Touchpoints?
GoAssemble is structured around volunteer team hierarchies. This means that volunteer managers further up the same volunteer team will also be able to view saved Touchpoints.
Volunteer managers may be volunteers or employees. This visibility helps support continuity of care where needed, ensures volunteers continue to receive appropriate support if a manager is away or changes, and allows managers to understand context when stepping in to help.
- Example: A conversation between a Community Engagement Volunteer and their Branch Chair (volunteer manager), if saved as a Touchpoint, will be visible to their Regional Manager who oversees the community engagement structure in GoAssemble.
Touchpoints are not used for monitoring day-to-day conversations, and we trust all colleagues to use SSAFA systems professionally and appropriately.
Instructions to volunteer managers: General guidelines
Instructions on how to use touchpoints for Support and Supervision are here: Support & Supervision.
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
Instructions to volunteer managers: How to remove a message from being saved as a Touchpoint
1. When sending a message to your volunteer, click the ‘Remove touchpoint’ button next to the ‘Send’ button shown as below.
2. Once the message has been successfully removed from being saved as a Touchpoint, it will display as shown below. You can then press ‘Send’ to deliver your message.
