Volunteer Caseworker

Organization: SSAFA


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.


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.)

Location: Gwynedd wide

Age: 18+

More Details:

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.

Type of Opportunity:



Volunteering Days:


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