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Caseworker Volunteer - SSAFA, the Armed Forces charity.

Would you like to support people who have served in the Armed Forces?                                                                                                          You don’t need a military background, just, the ability to listen, some basic I.T skills and good written and spoken English. If so, this could be the role for you.

What is a caseworker?
Caseworkers visit clients to work out what type of help they need. Next, they find the right sources of support and
arrange for clients to access it. This might be funds for special equipment for someone with a disability, adaptions to
a property so an older client can remain at home or funds for a rental deposit. Caseworkers also sign-post clients onto specialist local services for advice on benefits, housing, mental health, debt, finding work etc.

Why do we need you?
Volunteer Caseworkers are the lifeblood of SSAFA, supporting a growing number of people in need of financial,
practical and emotional support. Clients come from all backgrounds and age groups and may have served in WW2 or in a more recent conflict like Iraq or Afghanistan. Our trained volunteers listen without judgement to assess and provide tailored support to help people navigate life in and beyond military service. We need you to join your local SSAFA team to help us achieve this.

When would you be needed and where would you be based?
The essential part of the role is visiting clients, so you will need access to a vehicle or another way to travel to meet
clients at home or in a care home setting. As part of your local branch, you might have access to an office, but many volunteers are based at home.

What does this role involve?
• Contacting clients and arranging to meet them at a mutually convenient time
• Meeting clients and completing a form to assess their circumstances
• Sign-posting clients onto local services providing specialist advice
• Applying on the client’s behalf to military and non-military sources of charitable funding
• Arranging for the purchase of goods and services
• Keeping in touch with the client so they know how their case is progressing
• Keeping in touch with your branch so they know your availability
• Keeping up to date with training and SSAFA news so that you are best able to support clients
• Being a positive ambassador for SSAFA remembering that anyone you meet could be a potential client,
volunteer or fundraiser
• Volunteering within the standards and values of SSAFA including observing our policies such as the
Volunteering policy and data protection policy (these will be covered in your training and local induction.)

What can you gain from this volunteering role?
• Support people in your community with a military background
• Use your skills, knowledge and life experience to benefit others
• Support from your local SSAFA branch and the wider SSAFA community
• Experience, training and skills that you can highlight on your CV and in job interviews
• Better physical and mental health – studies show that volunteers live longer and experience lower levels of
stress and depression!

What training and support will you receive?
• On-line or face to face instructor led training and e-learning modules, to prepare you for your voluntary role.
• Access to a range additional e-learning courses as well as local opportunities for your personal and
professional development.
• Local induction including assigning a person from the team who will be your main point of contact.
• Most branches have regular gatherings for caseworkers to meet and share ideas
• Range of support from central and regional volunteer operations team.
• Reimbursement of out-of-pocket expenses

What skills or experience do you need?
• Good listening and communication skills including written and spoken English
• Respectful and non-judgemental with clients, their family, other agencies and SSAFA colleagues
• Willingness and ability to learn basic digital skills. Ability to send and receive emails – you will receive your
own SSAFA email address which you will be required to use when exercising your role
• Ability to make enquires on behalf of clients by phone, email, letter or by filling in forms
• Willingness to use our on-line case management system (this is covered in the caseworker training course)
• Ability to keep within boundaries of the role with regards to friendship or giving advice
• Reliable attitude, contact clients promptly, keep appointments, update the branch regarding your availability
• Access to public transport or a car to travel to appointments with clients
• Friendly and approachable with some experience of coordinating people and admin
• Practice confidentiality and data protection in line with SSAFA policies.

We welcome volunteers of all backgrounds, abilities, races, sexual orientations, socio-economic backgrounds, and of
all faiths and none. SSAFA are committed to making reasonable adjustments to support volunteers with disabilities, so they have access to the same opportunities and experiences as volunteers who do not.

Minimum Age: 18
Safer Recruitment: SSAFA undertakes a systematic approach and utmost care at every step of the process of
volunteer recruitment, selection, and retention to ensure that those recruited are suitable and appropriate
Measures taken at points along this journey work together to make volunteering at SSAFA a positive and safe

References Required: Yes. We will ask for two references, this can be former employers or people that know you
well (other than relatives)

Is a criminal record check required? Yes, this is provided by SSAFA at no cost to the potential volunteer.
*A disclosure certificate that contains convictions, cautions, warnings, reprimands or other information may not automatically mean that you are not able to volunteer. All certificates will be reviewed on a case by case basis and, where possible, a modified or alternative role will be offered.

How to find out more?
Visit us online at to browse available roles and locations and let us
know you’re interested. Read more about training and some of our wonderful volunteers.

Contact our friendly Volunteer Experience (VE) team at

They can answer any general questions about volunteering and put you in touch with your local branch
Please note this is a volunteer role and does not form part of any contract of employment