The below information was sent, via email to all volunteers who are on GoAssemble at the time on 2 February 2026.

To: All volunteers on GoAssemble

Dear colleagues,

We’re writing to let you know about an update to how Touchpoints are recorded in our volunteer management system, GoAssemble.

This change was introduced by GoAssemble as part of a wider system update. Once it came to our attention, we reviewed the impact on volunteer experience and wanted to make sure everyone is informed.

What are Touchpoints?

Touchpoints are an important tool that help volunteer managers provide consistent and informed support. They allow volunteer managers (who may be volunteers or employees) to keep a clear record of key interactions with volunteers and, where needed, enable other managers within the same volunteer management team to see past conversations. This helps ensure that support continues smoothly if your usual manager is away.

What has changed?

Previously, managers had to actively choose to mark a message as a Touchpoint.

This has now changed. Messages sent by volunteer managers to their volunteers are saved as Touchpoints by default.

Managers can choose to remove a message from being saved as a Touchpoint before sending, where it’s not appropriate to keep a record.

Who can see saved Touchpoints?

GoAssemble is structured around volunteer team hierarchies. This means that managers further up the same volunteer team will also be able to view saved Touchpoints. 

This is intended to support continuity of care and oversight when needed, ensure volunteers continue to receive appropriate support if a manager is away or changes, and allow 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.

Why we are sharing this

We want to be transparent about how GoAssemble works, so you’re aware that messages saved as Touchpoints may be visible within your wider volunteer team.

We also have guidance available here for all colleagues, which explains how Touchpoints work and how volunteer managers can remove a message from being saved as a Touchpoint where appropriate.

If you ever have questions or concerns about how something is recorded, you’re encouraged to speak with your manager or contact the Volunteering Team (using the 'Contact us' option on GoAssemble). We’re here to help.

Thank you, as always, for everything you do.

Best wishes,

Amy Bartlett, Head of Volunteering