The below information was sent, via email to all volunteers and staff across SSAFA, on 30 April 2026.

To: all volunteers, employees and trustees 

Dear colleagues,

Focus: Support and supervision - making space for conversations

This week, we would like to take a moment to reflect on something that sits at the heart of how we support each other at SSAFA: support and supervision.

Some of you may have come across this through training or in practice already. We also know that it has raised questions about what it means in reality.

As part of the NDP model, support and supervision is being introduced for caseworkers, visitors, and branch volunteers to help strengthen how you are supported. If you already volunteer within one of our specialist welfare services, these conversations may feel familiar to you. Whilst support and supervision conversations are not yet fully in place across the network, we want to take this opportunity to share what it is about.

In some teams, you might hear these sessions referred to as “reflective support sessions”, or simply a “check-in”. Think of it as a relational check-in, a dedicated time to step back from the usual tasks, reflect on how things are going, and talk through any challenges or successes.

At its core, support and supervision is simply about making sure no one at SSAFA has to perform their volunteer role in isolation.

For volunteers: What this is about  

As a volunteer, this is a regular opportunity to pause and have a supportive conversation about your volunteering. You will receive at least one dedicated one-to-one per year, with your volunteer manager. Of course, you can agree on meeting more often than that, which is totally up to the both of you.

It is a space to reflect on what is going well and talk through any challenges you may face. It is not a performance review or about ticking boxes, it is about connection and being heard.

For volunteer managers: Leading with support  

A volunteer manager is the person who is responsible for the day-to-day support of a volunteer, whether they are fellow volunteers or SSAFA employees. For those managing volunteers, these conversations are about creating space for regular, supportive check-ins.

They do not need to be formal or structured in a rigid way. A coffee, a walk, or a relaxed Microsoft Teams call can often make for the most meaningful check-in. These check-ins should feel focused on listening, reflection, and support rather than formality.

At SSAFA, we are committed to high standards of quality and safety for both our volunteers and our beneficiaries. While our check-ins are designed to be supportive and informal, they also form part of our internal governance.

We also recognise that how this is experienced matters. We are continuing to listen to feedback from across the network and will use this to shape how support and supervision develops going forward. Further information is available on the Volunteer Knowledgebase.