1.1    Volunteer support and supervision meetings are one-on-one conversations. These may also be conducted as group support in some services. Every SSAFA volunteer must be provided the benefit of a named volunteer manager to support them within their volunteering role. The role of the volunteer manager is to host regular volunteer support and supervision meetings. The meetings can be initiated and requested by the volunteer.

2.1 Support and supervision meetings are an integral part of volunteering with SSAFA. The purpose of support and supervision is:

1)  for volunteers to feel valued, supported and safeguarded by SSAFA

2)  to provide a positive volunteering experience  

3)  to enable delivery of high-quality services to beneficiaries

4)  provide volunteers with guidance on their role and performance feedback and share ideas

5)  a method to monitor and maintain accountability to SSAFA

6)  An opportunity to identify issues & provide timely interventions.

7)  Identifying patterns in experience to drive continuous improvement in our volunteering offer

The policy applies to all SSAFA volunteers and the volunteer managers who support them.

“Support and supervision in most cases are separate but overlapping managerial functions. Supervision deals with the work itself; support deals with the worker. In reality of course, they cannot be very easily separated.” (Adriondack, 1998)

4.1 Support

Support can be flexible and provided on a formal and adhoc basis. Support is mainly informal but also can be recorded.

Support should:

• be the day to day support in relation to volunteer role and responsibilities
• be from others involved in the area of role but may not be your volunteer manager i.e regional office
  • from peers in the same role
  • from branch executive team
• provide a safe space for feelings generated by the role where a volunteer can “offload”
• provide someone to listen and discuss the impact of volunteering on the individual
• motivate and give volunteers a sense that they are valued

If a training need or an area of further concern is identified through informal support, a volunteer manager should make note of this so that the training needs or concern can be recorded and acted upon. This should be recorded so actions are taken after the meeting to follow up the need or concern raised with the appropriate member of staff or head of learning & development. 

Support conversations will be referred to and recorded as Check-ins and recorded as such on Assemble. 

4.2 Supervision

Supervision is a means to a two-way feedback process on the experience of a volunteer carrying out their role. Supervision should be overseen or conducted by someone with volunteer management responsibility (staff or volunteer) and are accountable to SSAFA for maintaining records and managing agreed actions. Supervision can be individual or with peers in a group setting.

Supervision should be:

Planned and structured

Regular with agreed frequency

Focused on roles and responsibilities

Be triggered and brought forward in response to significant risks or concerns of staff and volunteers

Supervision meetings will be referred to as “one to ones” and group supervision as “peer support sessions” and recorded as such on Assemble

The support framework for each service area and role will be dependent upon the nature and complexity of the role and minimum standards as below.

• All SSAFA volunteers must have an identified volunteer manager and know who to go to if their manager is unavailable.
• As a minimum all SSAFA volunteers should be provided with an annual support and supervision meeting (one to one).
• Outside of the annual support and supervision meeting other one to one meetings will be dependent upon the role and how often they volunteer and in accordance with the service framework for the individual role.
• All volunteers and volunteer managers will agree the frequency of meetings in their support & supervision statement outlining responsibilities for both parties.
• Volunteer Managers will undertake training in supporting volunteers to ensure that support is provided at the same standard across all volunteering roles.

5.1 Frequency & Format

The frequency and format of the supervision and support sessions will be dependent upon a variety of factors including:

• The responsibilities of the role
• The quantity and nature of the work
• The experience and competence of the volunteer

In early months of volunteering or during periods of increased challenges, it might be appropriate to meet more frequently. Some volunteers may need more support than others however all volunteers must be aware of who their volunteer manager is and how to seek the support needed. This will be covered in the volunteer’s induction. Some roles may require more frequent support for example a Mentor will require a different level of support than an adhoc fundraiser.

The format of the session will be guided by availability and geography and can take place in person, virtually or over the telephone. This will be agreed prior to the first session.

5.2 S&S Service Area Frameworks

Each service area will outline their own support & supervision framework for that area of volunteering and the roles they cover. Please see appendix 1 for a framework template and click here to see each service areas S&S frameworks:

Branch Network

Casework

Serving Community Teams

Prison In Reach

Mentors

Glasgow Helping Heroes

5.3 Supervision responsibility when more than one role 

Where a volunteer undertakes more than one role they must be provided with appropriate supervision for each role. The volunteer manager for that role is then accountable to SSAFA for the volunteer’s performance in that role.

We recognise that volunteer’s motivation to volunteer will vary and may include the opportunity to learn and develop skills when volunteering. It is the responsibility of the volunteer manager to ensure that learning and development needs are discussed and to identify appropriate to the role opportunities for further development through learning.

These opportunities should be relevant to the role or the aspirations of the volunteer to move to a new role.

It is important to address any issues during a one-to-one discussion or check-in. If the issue can be addressed during the meeting and a shared agreement made, this should be recorded in the discussion notes. If the issue cannot be addressed and a shared agreement could not be reached during the meeting, refer to the Volunteer Managers’ guide to volunteer support & supervision for the process of handling issues within the one-to-one discussion and taking the necessary steps to follow it up after the discussion.

Support and supervision is a mechanism for monitoring and maintaining accountability to the organisation. Support & Supervision are the responsibility of Volunteer Managers within SSAFA. Volunteer Managers will be provided with development and training opportunities to ensure they have the skills required to provide effective and appropriate support. Opportunities for volunteer managers to develop their skills will be provided along with peer support. Volunteer Managers will be supported with best practice advice and guidance by their regional VDM.

A volunteer manager is only accountable to the area that they work within and is not accountable for other areas of work. Volunteer Managers are accountable to SSAFA to ensure that the volunteers they support are compliant and up to date with the training they are required to undertake and update for their role.

All one to ones will be recorded in assemble as touchpoint discussions as either a 1-1 or a Check-in.

A Volunteers Managers discussion template is provided in the support and supervision guidance where the discussion can be recorded. This can be found here. A volunteers guide to the one-to-one discussion can be found here.  All records must be kept securely stored and shared in accordance with SSAFA’s Data Protection Policy. Records of meetings will be stored in Assemble privately and any copies should not be kept in the Volunteer Managers personal one drive.

SSAFA is committed to providing volunteers with opportunities for support & supervision as outlined in the S&S Pledge. Each volunteer will agree with their volunteer manager the frequency and format of their one to ones. This will be agreed at their first one to one meeting and recorded on the pledge document.

SSAFA has a responsibility to encourage an environment where staff and volunteer wellbeing is proactively promoted and supported by everyone; SSAFA is an advocate of wellness for volunteers.

We all have a ‘state of wellbeing’; how we feel about ourselves and how happy we are with our lives at the point we join SSAFA, and during our time with the charity. This is a personal state for everyone, a complex combination of, at least, a person’s physical, mental, emotional, and social health. It is a dynamic state that can and may change often.

SSAFA is committed to supporting volunteers to be well and happy by providing information and guidance, encouraging us all to practice wellness every day. Ultimately, this means, together, we can be the best we can be to support our beneficiaries.

• Volunteers are encouraged to alert their manager if they feel that their current state of wellbeing is likely to impact their role in any way, however small, and to take positive steps to redress the balance, asking for help if they need it and without fear of prejudice or disadvantage.
• Volunteer Managers are asked to proactively check on the wellbeing of volunteers, encourage self-care, and note any concerns, seeking support if required.
• Everyone is asked to encourage and support each other to practice daily healthy habits to support attaining better physical and mental health outcomes.

Our Volunteer Wellbeing resources are a commitment to all volunteers, supporting people to be well and happy whilst generously giving their time to SSAFA.

Volunteer Support and Supervision Framework Template (Name service)

In accordance with SSAFAs Support and Supervision Policy, this is the Support & Supervision framework for (name service).

Name service offers support and supervision to all of its volunteers to ensure that:

·       volunteers have support opportunities relevant to their volunteering role.

·       Volunteers have a named point of contact who provides 1-1 support.

·       volunteers feel valued, supported, and safeguarded by SSAFA.

·       a positive volunteering experience is offered.

·       high-quality services to beneficiaries are delivered.

·       volunteers are provided with guidance on their role and performance feedback and an opportunity to give their feedback.

·       We have a method to monitor and maintain accountability to SSAFA.

Name Service is responsible for the following volunteer roles:

·       Xx

·       Xx

·       Xx

Attached below is a word document of Appendix 1 for completion:  

SSAFA volunteers are the life blood of our charity, providing vital frontline services that ensure we can be there for the Armed Forces community. We hope to empower and encourage you to be the best you can be for our beneficiaries. In return we ask you to be an ambassador of SSAFA and to align what you do with our BRAVE standards.

Welcome to your volunteer role here at SSAFA.
During your time here, you can expect at least one mandatory 1-1 per year with a named point of contact who has a responsibility for you in your role. SSAFA may also ask you to participate in clinical supervision, group support and additional check-in meetings where required. We will always endeavour to do these at a time to suit you.

Attached below is a word document of Appendix 2 for completion: