Branch Support Coordinator

  • VO96351


The Branch Support Coordinator is a key member of the team, ensuring that beneficiaries access the right support in a timely manner. This role involves liaising with regional and national teams and coordinating casework support provided to beneficiaries by Branch volunteers.

Why do we need you?
We’ve been supporting the Armed Forces community since 1885. Our clients come from all backgrounds and age groups and may have served in WW2 or in a more recent conflict like the Falklands or Afghanistan.

There are SSAFA branches throughout the UK and overseas who support local volunteers to deliver services to veterans, serving personnel and their families. Some branches are divided into smaller divisions to ensure the best local service delivery. Each branch has a team of volunteer caseworkers, support volunteers, executive roles and fundraisers.

In recognition of our clients’ service to the Nation we aim to provide financial, practical, and emotional support when it’s needed most. To do this we need excellent coordination of local services and between our teams.

What would you be doing?
• Every SSAFA Branch has different needs, however, below are the main activities of a Support Coordinator:
• Coordinating and assigning referrals: Accepting referrals for beneficiary casework support from SSAFA’s Regional Office and allocating beneficiaries’ cases to branch volunteers.
• Providing quality support: Overseeing SSAFA casework across a branch, ensuring beneficiaries receive support that meets SSAFA’s casework standards and raising issues where it does not.
• Using online systems: Using SSAFA’s case management system to record, coordinate and track beneficiaries’ cases.
• Managing and supporting volunteers: Ensuring volunteer caseworkers have a manageable caseload and that effective support and supervision is in place.
• Signposting and partnership working: Liaising with Central Office and Specialist Services teams to ensure access to specialist support where needed e.g., Mentoring.
• Keeping volunteers informed and up to date: Supporting the Branch Training Coordinator and Volunteering Coordinator to ensure volunteer caseworkers are up to date with training and have the information needed to carry out their role.

Organisation aims and objectives

SSAFA, the Armed Forces charity is a trusted source of support for serving personnel, veterans and their families in their time of need. Our teams of trained volunteers and employees provide practical, emotional and financial assistance to the Armed Forces community enabling them to thrive.


A maturity is needed and experience would be preferable
Experience required: • Good written and verbal communication skills • Good IT skills e.g., confident using email and online systems – you will use SSAFA's case management system as part of the role. • Time management and organisation skills • Respectful and non-judgemental approach to others • Understanding of the importance of confidentiality and boundaries • Some experience of coordinating people • This role would suit someone who would like to volunteer regularly, each week.
Travel details: Travel to meetings when required but otherwise from home
Minimum age: 18


Expenses paid: Yes
Expenses details: 45 per mile and public transport costs covered
Training details: • Role specific training to prepare you for your voluntary role - confidentiality and boundaries, caseworker training, caseworker IT system training, volunteer management - case management and quality. • Mandatory on-line training modules to complete at home, so you are up to date on how to keep clients, their families safe and personal information safe. • Local induction and support, from other branch volunteers. • Access to a wide range of e-learning courses to keep your knowledge and skills up to date. • Support from SSAFA’s regional volunteering and operations teams. • Regular meetings and local events to learn and share information. • Reimbursement of out-of-pocket expenses. • Volunteers will be covered by SSAFA's Public Liability insurance while carrying out the role.