The below information was sent, via email to all volunteers and staff across SSAFA, on 22 January 2026.

To: all volunteers, employees and trustees 

Dear colleagues,

Focus: Highlights from this week’s NDP Town Halls

Thank you to everyone who joined our Director of Welfare Operations, Julie McCarthy, and guest speakers for this week's ‘Network Delivery Project (NDP) In Action’ Town Halls.  

Our focus was to demonstrate how NDP is working in reality and we wanted to pull back the curtain and show the truly collaborative nature of how colleagues are working as ‘One SSAFA’. For those who couldn’t attend, we encourage you to catch up on the presentation and recordings by following this link or clicking on the blue button below:

  Catch up on the Town Hall updates  

What community engagement actually looks like

Chris Laker, Community Engagement Manager (CEM) for South East and London, joined by Keith Mewes, Community Engagement Volunteer (CEV), shared how the Kent branch is already seeing the benefits. Keith spoke with enthusiasm about how the new model has reduced administrative constraints, giving volunteers the time to focus on the meaningful engagement they really enjoy doing.

Making your day-to-day as volunteers easier

Ritchie Caswell, Volunteer Experience (VE) Team Leader, introduced our new helpdesk system and extended phone hotline hours. These improvements aren't just technical changes; they are designed to enable a better volunteer experience. With more than 18,000 emails and over 700 phone calls handled last year, we know how important it is that volunteers get a fast, helpful response when needed. More details can be found here.

Stronger together: Caseworker insights

A live conversation between Michelle Ankers, Regional Casework Manager (RCM) for Greater London, and Gerry Corkery, Caseworker, showed exactly how regional offices and caseworkers are collaborating. Gerry shared how NDP has brought clearer communication routes, consistent standards for casework across the network, and stronger regional office support, making his casework role easier and more effective.

Specialist services spotlight

Nikki Durnell, Senior Serving Community Officer, reminded us of the wide range of services that SSAFA provides, and demonstrated how the Serving Community Team (SCT) works across the network to provide dedicated support to the serving community. She also highlighted how SCTs work collaboratively with local branches, regional teams and other SSAFA services to keep beneficiaries at the centre of our ‘One SSAFA’ approach.

Turning your local wins into well-spread stories

Laura Mitchell, Senior Storytelling Manager, and Fiona Wright, Regional Marcomms Manager (RMM) for the North, shared how local branch activities can be turned into compelling stories for news outlets. This collaboration helps build SSAFA’s profile and ensures your hard work gets the recognition it deserves. Click here to learn more – featuring conversations with volunteers from the West Yorkshire and Durham branches.

  Catch up on the Town Hall updates  

Thank you to everyone who contributed to the discussions and shared their first-hand experiences. These insights truly bring the NDP model to life and show how strong we are when working together.