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1Chapter 1 – Getting Started (V2 September 2010)

Chapter 1 - Getting Started

1. Introduction

The Legion provides financial, social and emotional support for those who have served and are currently serving in the Armed Forces, their dependants and carers. In 2010, there were around 9 million people eligible for our support and we receive thousands of calls for help every year.

The Legion was founded in 1921 as a campaigning voice for the ex-Service community and over 300,000 members continue to ensure that this voice is heard. Although the needs of serving and ex-Service people have changed over the years, we are still here to safeguard their welfare, interests and memory. British Service people are in action around the world every day of the year. They know that if they need our support – now or in the future – the Legion is always on active duty for them.

The Legion is both a membership organisation and a welfare charity; the two working together for the serving and ex-Service community. Everyone is welcome to become a member of the Legion, while those eligible for support are people who have served in the Armed Forces, both Regular and Reserve, their dependants and carers (further details in Chapter 3). However, it should also be noted that individuals do not need to be members of the Legion to receive support.

2 Poppy Support Handbook

The Legion is a registered charity (number 219279) and operates under rules set out in the Royal Charter. The objects of the Legion, as set out by the Royal Charter, are:

• To relieve need and to further the education of beneficiaries and their spouses, children and dependants;

• To relieve need and protect the mental health and emotional health of the spouses, children and dependants left by those beneficiaries who have died;

• To relieve suffering, hardship and distress to spouses, children and dependants caused by the absence of those serving in the Royal Navy, Army and Royal Air Force on Regular, Reserve or Auxiliary engagements;

• To promote and support schemes for the resettlement, rehabilitation, retraining and sheltered employment, of beneficiaries and their spouses, children and dependants; and

• To promote public benefit by the commemoration of those who have died whilst on active service with the Armed Forces of the United Kingdom.

The Legion’s governing body is the Board of Trustees. Board members are the National Chairman, National Vice Chairman, National Chairman Women’s Section, twelve elected Trustees and six appointed Trustees. Elections and appointments are staggered over a three year period to allow the possibility of an intake of new Trustees every year.

The Board of Trustees’ role is to provide the Legion with strategic direction, governance and management. Their job is also to ensure that the Legion operates within the law and within our charitable objects.


We further our objects through our range of Poppy Support services and other activities throughout the year. Poppy Support is the name of the range of welfare services offered by the Legion to beneficiaries where there is a proven welfare need.

1.1 About Legion welfare

The funds raised by the Legion each year are spent providing welfare support to our beneficiary group. Importantly, the Legion also carries out community work, facilitates comradeship and is the national custodian of Remembrance.

In 2010, we carried out a major piece of work to investigate the needs of our beneficiary group and their personal circumstances. This research looked into the types of welfare needs people were experiencing, the scale on which they were being experienced and how this was likely to change over the coming years.

We used this work, our historical records and the knowledge of our staff and Caseworkers to put together a strategic plan for Legion welfare. This plan covers the period 2011-2015. A summary of our strategic plan can be found on our website www.britishlegion.org.uk.

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In order for us to achieve our goals we are working on improving and expanding our existing Poppy Support services, as well as introducing new services to respond to changing welfare needs. Details on our full range of Poppy Support services are included in Chapter 4.



2. Introduction to Poppy Support

2.1 Volunteers and Poppy Support staff

The majority of our welfare work is delivered through our network of dedicated Caseworkers and Visitors (Poppy People) and welfare staff. We have around 4,000 Caseworkers and Visitors who operate in England, Wales, Northern Ireland and overseas.

The principal contact for volunteers in England, Wales, Northern Ireland and the Republic of Ireland is the County Manager. Each county office also has at least one County Welfare Officer, who is responsible for case management within the county office. Some county offices also have a Client Support Officer who manages cases of those who are homeless, at risk of homelessness, and vulnerable. Contact details for county offices are listed in Chapter 9.

The County Welfare Officer is responsible for administering, training and supporting volunteer Caseworkers and Visitors. Therefore, it is very important that volunteers keep them abreast of any changes to personal circumstances and/or contact details. The county office should also be contacted for information regarding ID cards, complaints or accidents which occur while carrying out welfare work on behalf of the Legion.

Members or volunteers of National Branches (those which operate across Legion counties), should refer any welfare related matter to the county office responsible for the area in which they live, or for issues relating to welfare cases or visits, the area in which the client lives.


The Legion has a Head Office, Haig House, based in London, which includes the Welfare Division headed by the Director Health & Welfare. The Health & Welfare Division is made up of three departments:

• Care Services – manage our six Care Homes, four Break Centres and other break services;

• Community Services – manage Benefits & Money Advice, War Pensions & Compensation, Independent Inquest Advice, grant giving, Civvy Street, handy van services and our county office network;

• Public Policy Unit – campaign and lobby for improvements to welfare legislation, public policies and statutory services on behalf of Legion beneficiaries.

Volunteers might need to contact these departments from time to time on specific issues. However, please always contact the county office in the first instance so that they can direct your inquiry to the right person or the right department. Contact details are included in Chapter 9.

For those carrying out welfare work overseas, please refer to Chapter 7 where further details on relevant arrangements with welfare staff and contacts are provided.

2.2 Legion members and Poppy Support

Historically, all of the Legion’s welfare work was carried out by our dedicated members and through our County and Branch structure. However, welfare activities are now also carried out by Caseworkers and Visitors working directly with the county office.


The Legion recognises that our members are our greatest strength. Our members promote and carry out work locally and have daily contact with people in need of assistance. The continued involvement of our members in the promotion and delivery of Legion welfare is vital. Raising awareness, fundraising and making contact with local people and organisations are imperative in ensuring our continued success. Legion staff will support and encourage these activities at all times.

The Legion also recognises that while many of our Caseworkers and Visitors are members of the Legion, this is not always the case. Some people who approach the Legion to become volunteers are not members of the Legion, but want to offer their time to helping others. There are also a large number of people employed in social work fields who carry out casework on our behalf. It is important to remember that all of our different types of volunteers need to be supported, and that the type of support offered might differ at times.

2.3 Welfare committees and Branch Welfare Representatives

The governing document of the Legion, the Royal Charter, states that after its Annual Meeting, every Branch Committee must appoint either a sub-Committee to be known as the Branch Welfare Committee or a Branch Welfare Representative.

The role of the Branch Welfare Committee or Representative is to promote the objects of the Legion within their area of responsibility, including authorising Branch contributions to welfare casework.


Additionally, the Legion’s County Bye-Laws (County Model Bye-Laws, Authorised by the Membership Council November 2007) require County Committees to establish a sub-committee, known as the County Welfare Advisory Committee (CWAC).

Confidentiality is essential for all members of welfare committees or Branch Welfare Representatives. The confidentiality and data protection policy outlined in Section 4 of this Chapter should be followed at all times.



2.4 Training for welfare committee members or Representatives

Branch Welfare Representatives or anyone appointed to a welfare committee are encouraged to undertake one of the Legion’s welfare training courses.

Representatives and committee members can select from the National Caseworker Basic Training course, the Hospital & Housebound Visitor course or Annual Update Training. Committee members should try to attend a course annually to keep up to date with any changes in policy or service provision. Training is organised and booked by the county office, contact details are in Chapter 9.

3. Funding for Poppy Support

3.1 The Central Welfare Fund

The money raised each year by the Legion’s collectors and members for the Poppy Appeal and during other fundraising activities is generally held centrally (except for overseas formations) to fund the Legion’s work. The Board of Trustees then allocates a budget to our Central Welfare Fund for welfare activities. This is how the Legion funds Poppy Support services.

County offices have direct access to the Central Welfare Fund and are authorised to provide financial assistance up to set amounts. County offices also have access to other types of funding, such as legacies, and can apply for funds from other organisations.


3.2 Branch contributions to welfare

Branches may hold funds above their immediate needs in trust, and in their name, in a central interest bearing account. Branches can withdraw their funds at any time from the central account, and therefore, control of the funds remains with the Branch.

The overriding principle of fundraising for the Legion is that any money donated is to be used for our charitable work. Therefore, if a Branch has surplus funds, which are not being used or earmarked for local welfare work, the money should be donated to the County Welfare Fund, the Central Welfare Fund or any other Poppy Support service (such as handy van services or one of the Care Homes). This ensures that the funds are used to provide support to the serving and ex-Service community.

Further, Branches are often asked to make donations to individual casework. In the past, contributions from Branches were made by the Branch drawing a cheque against an individual request for assistance, the cheque was then deposited into the Central Welfare Fund (as expenditure was normally authorised from the Central Welfare Fund before a contribution from the Branch was requested). However, where a Branch holds its funds in the central account, this procedure has been amended.

Branches that wish to make a financial contribution to individual requests for assistance, or to the County or Central Welfare Fund should do so by completing the relevant withdrawal forms from the


Finance Division. The Branch should request that funds are released from their central account to the County or Central Welfare Fund, or to any other Poppy Support service, whichever has been agreed by the Branch.

Of course, Branches can continue to deliver and fund welfare work within their area of responsibility without the need to involve staff or a contribution from the County or Central Welfare Fund. Authorised Branch Caseworkers should continue to carry out visits, complete the “Form A – Application for Financial Assistance” and present cases to the Branch Welfare Committee or Representative for approval and funding. It should be noted that these activities must be carried out in line with Legion policies and procedures, this includes the Legion’s Preferred Provider Schemes.

3.3 Funding for the Hospital & Housebound Visiting Scheme

The Hospital & Housebound Visiting Scheme allows for a small gift to be purchased by the Visitor to be given to the client; tobacco and alcohol are not appropriate gifts. Funding for these gifts should be provided out of County or Branch funds. However, where there are insufficient funds to cover expenditure, a claim can be made to cover the costs from Central Welfare Fund.

Any County or Branch requiring funds to cover costs should complete and send form “SC8 – Hospital & Housebound Visit Expense Claim Form"and send it to the county office. Further details on the Hospital & Housebound Visiting Scheme can be found in Chapter 4.


3.4 Reimbursement of expenses

Volunteers will sometimes incur expenses when they carry out welfare work. In the main, these will be postage, travel and telephone costs. Counties and Branches are asked to meet the expenses of volunteers within their area of responsibility.

Again, Counties and Branches are asked to cover expenses incurred by or associated with welfare committees or Branch Welfare Representatives.

Where the County or Branch has insufficient funds, expenses can be reimbursed from the Central Welfare Fund. To have funds reimbursed from the Central Welfare Fund, individuals should complete the “SC15 Welfare Expenses Claim Form”.

Forms should be sent to the county office and should be accompanied by all receipts against expenditure. All claims must be submitted within three months of when the expenditure took place. Full details on what can be claimed and the maximum amounts are contained in Chapter 2.

If in doubt on how, or if, expenses will be covered, please consult the county office before carrying out any activities on behalf of the Legion.

3.5 Grants to other charitable organisations

The Legion allocates a budget each year for providing grants to charities and serving units that carry out welfare work with the serving and ex-Service community; this is called the External Grants Scheme. The Legion considers applications for capital or revenue grants from any charitable organisation able to demonstrate that the funds


will be used to further the Legion’s objects and will be used only to benefit our beneficiary group.

Funding from the External Grants Scheme is administered by a committee at Head Office and its members include Directors and Trustees of the Legion. This is the only mechanism by which grants can be provided to other organisations. Legion Branches that wish to make a grant to an external organisation should contact their County Manager so that arrangements can be made to apply through the External Grants Scheme; administered by the Health & Welfare Division.

Further details on the External Grants Scheme can be found in Chapter 4, additional information and applications for funding can be found on the Legion’s website www.britishlegion.org.uk; email address: [email protected].

3.6 Funds from other charitable organisations

Whenever possible, the Legion asks for funds for welfare work from other benevolent funds or charities. This includes regimental associations and the main ex-Service benevolent funds; the Royal Naval Benevolent Trust, Army Benevolent Fund, Seafarers UK, the Royal Air Force Benevolent Fund and many others.

The Legion also collects funds from other charitable organisations not connected with the Armed Forces such as the Public Service Benevolent Fund and trade union benevolent funds. We do this on a case by case basis and the organisation we ask depends on the individual’s employment history and circumstances. We call this activity “almonisation”.


On average, the Legion redistributes around £6m each year through “almonisation”. This is the reason it is so important for Caseworkers to collect as much information as possible about an individual’s Service or employment history.

4. Data protection and client confidentiality

4.1 General principles

The Data Protection Act 1998 (“the Act”) affects any organisation in the UK which holds paper or electronic records of an individual’s personal information. The Act places obligations on organisations and individuals processing personal data. It also gives rights to individuals over the use of their personal information.

The Legion has developed standards and procedures to protect clients, volunteers and staff in line with the requirements of the legislation. The key principles of data protection are:

• Information must be obtained and processed lawfully, this means it must be clear to the client which organisation is collecting the data and what it will be used for. The use of the data must be for a purpose registered with the Information Commissioner;

• Used only with consent from the client. Clients must be able to see the information that has been recorded and provide a signature to consent its use;

• Information should only be passed to third parties with the consent of the client. Staff and volunteers should ensure that the individual is aware that we will use the information for welfare purposes only, but to progress the case we may need to pass on information to others;


• Information must be secure, in other words, access to information should be limited to those who are entitled and need to see it to do their jobs and records held must be kept in a secure place.

If members or volunteers have any doubts regarding their obligations or duties regarding data protection or confidentiality, please contact the county office.

4.2 Signed consent

If any personal information or data is to be processed on behalf of a client, the explicit consent of the client must be obtained, for information obtained verbally, verbal consent is sufficient. When information is recorded on a “Form A – Application for Financial Assistance”, for instance, a client signature is required.

Once the client has reviewed and signed a form (e.g. “Form A – Application for Financial Assistance”, Section 13) this condition has been met.

4.3 Access to information

Clients and volunteers have the right to request copies of any documents held by the Legion which contain personal details about them. This includes copies of the “Form A – Application for Financial Assistance” or any other case-related data the Legion holds specific to them.

If a client or volunteer would like copies of personal information held by the Legion, a request should be made in writing to whoever is controlling their information. In most cases this will be the county


office. The Legion must respond to this request within 40 days. In cases where any form of dispute with the client is envisaged, the request should be referred to the Legion’s Data Protection Officer.

4.4 Confidentiality

All clients rightly expect us to treat information with care and confidentially. The Data Protection Act provides us with a legal obligation to do this; however, we also have a moral duty to ensure this happens.

It is Legion policy that all personal information collected and held by us will be treated confidentially. This means that names and other personal details are not shared with anyone apart from the Case Manager, and only when necessary, will it be shared with others. It also means that information is only shared for the purposes of furthering our welfare work, and that this is only done with the explicit consent of the individual.

It should also be ensured that information is held securely at all times e.g. if paper copies are held in a Caseworker’s home they must be locked away and secure; although, the Legion discourages the practice of taking documents home. If a client’s information is held on a private computer which is shared with others, it should be password protected or stored on removable media (flash memory stick). The removable media should be locked away when not in use.

We all have a duty to behave professionally and preserve an individual’s trust and confidence. When carrying out work on behalf of the Legion, including when writing and assessing applications for assistance, volunteers should remain objective


and non-judgemental. When conducting casework, volunteers should also:

• Not include anything on any documentation that you would not be happy for a client to see;

• Discuss any issues that you intend to put in your report with the client before writing them down; and

• Ensure the client is fully aware of the information you have collected and what is going to happen to it.

4.5 Breaking confidentiality

Anyone acting on behalf of the Legion should not break confidentiality without first discussing it with the county office. However, a situation might arise where due to a serious or urgent situation that confidentiality needs to be broken. These situations include:

• There is a serious risk of harm to the individual, for example a threatened suicide;

• To protect others, for example you have been given information about suspected child abuse; and

• To prevent a serious criminal act, particularly where others may be endangered.

If volunteers think or have any doubt about whether or not confidentiality needs to be broken it is essential that this is discussed with the county office as soon as possible. The county office, wherever possible, will inform the client that confidentiality is going to be broken and the reasons for this. This will only be done if it is safe to do so, and only after all attempts to persuade the individual to disclose the information voluntarily have failed.


There is no general obligation under the Act to pass on knowledge of a crime. However, it is a criminal offence:

• To deliberately mislead the police;• To receive a reward of any kind in return for not

notifying the police about a criminal act;• Not to notify the police about an act which could

be construed as an act of terrorism; and • Not to notify the police about an act which could

be construed as drug trafficking.

5. Health and safety

The safety of Caseworkers and Visitors is very important to the Legion, and welfare volunteers will receive a briefing on the National Basic Caseworker or Visitor Training course. Caseworkers and Visitors will also have received a personal safety guide, which should be carried when undertaking Legion welfare activities. Copies of the “Stay Safe Guide” can be ordered from Poppy Appeal, see Chapter 8.

The Legion acknowledges that risks posed while undertaking Legion business are not just those associated with the place where casework is carried out, but also getting to and from there, and perhaps even from contact with the client. However, the risks are minimal and the majority of them are unlikely to affect Caseworkers and Visitors, in particular, the chance of becoming a victim of violent crime is very low.

The Legion has adopted working practices to minimise exposure to hazards and to reduce risks.


It should be noted that individuals also have a role to play in safeguarding themselves and others while volunteering for the Legion.

5.1 General health and safety guidance

The following guidance has been provided to help Caseworkers and Visitors to stay safe when undertaking work on behalf of the Legion.

• Before going on a visit get as much information as possible about where you are going and the journey you need to make;

• Try to visit during daylight hours whenever possible;

• When carrying out casework, whenever possible, carry it out with another qualified Caseworker;

• Let people know where you are going and what time you expect to return;

• Always contact a client before visiting, and arrange a time so that they will know to expect you;

• When meeting with a client show your ID card and confirm that you are speaking to the right person;

• If you suspect that someone is under the influence of alcohol or drugs, or is acting aggressively, leave immediately;

• Always know your exit, and always try to be in a position where you are between the client and the exit;

• Let the client know how long you intend to be there;

• If you are worried by the presence of any animal, ask politely for it to be removed;

• If the client becomes overly emotional or aggressive, excuse yourself as soon as possible;


• Ensure you have relevant contact numbers with you, such as the county office; take a mobile phone with you if you have one and make sure it is charged;

• If at any time you feel at risk leave immediately.

5.2 Reporting accidents

Any accidents sustained while carrying out welfare work on behalf of the Legion should be reported to the county office as soon as it is practicable to do so. Staff will ask for some details of the accident for the purposes of statutory accident reporting.

5.3 Insurance cover

The Legion provides personal accident insurance cover for our all of our Caseworkers and Visitors while they are carrying out welfare activities on behalf of the Legion.

However, there are age limits for the Legion’s insurance cover; these are from 15 to 95 years of age. For volunteers over the age of 95, the Legion will consider compensation based on the details and merits of the situation, but this cannot be guaranteed.

The Legion’s insurance also does not cover private vehicles; this is because the cost is prohibitive. The vehicle owner’s comprehensive insurance policy should include cover for Legion activities under the heading “domestic, business or pleasure”, if it does, this should be sufficient to protect the interests of volunteers.


However, if volunteers are unsure about whether or not their vehicle is covered, please check with the insurance company before undertaking any work on behalf of the Legion. Volunteers should inform their insurance company of the voluntary work they intend to carry out and confirm with them that the vehicle is covered while undertaking this work. Insurance companies do not normally apply an additional charge for this cover.

If volunteers only have third party insurance, and cannot afford the costs associated with an accident for which they were at fault, alternative travel arrangements must be made.

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