Encouraging anxious people who are interested in volunteering | Case Study

Home Encouraging anxious people who are interested in volunteering | Case Study

This project by Peel Volunteer Resource Centre was supported through Volunteering WA’s Volunteer Management Activity, funded by the Australian Government Department of Social Services.

Riley wanted to volunteer, but found it daunting

Riley (name changed for anonymity) was initially highly anxious, disengaged and unwilling to enter a volunteering organisation’s building or interact with staff. When first introduced to the service, they remained outside and found it difficult to communicate their interests or engage in conversation.

Through discussions with their support worker, it became clear that they had a strong interest in picking up rubbish and caring for their environment. However, they lacked both the confidence and an accessible pathway to turn this interest into meaningful participation.

At the outset, the key challenge was to create a safe, inclusive and low-pressure entry point into volunteering that aligned with Riley’s needs and level of readiness, rather than expecting him to adapt to existing structures. This reflects the importance of tailoring engagement approaches to individual needs to increase inclusion and participation.

Here’s what the organisation did

A flexible and person-centred approach was implemented, focusing on Riley’s existing interests and comfort level. A tailored volunteering role was developed: picking up rubbish outside one of the volunteer-involving organisation’s buildings. This provided a familiar, low-pressure starting point and created an opportunity for gradual engagement.

This approach enabled them to:

  • Engage in an activity they genuinely enjoyed
  • Participate without the anxiety of entering an unfamiliar environment
  • Build familiarity with the space, routine and people over time

Staff played a key role by fostering a welcoming and supportive environment. Interactions were intentionally informal, brief, and consistent to build trust.

Over time:

  • Staff would come outside to greet them during volunteering
  • They began responding and engaging in short conversations
  • They progressed to approaching the front door to signal their arrival
  • Eventually, they began entering the building independently

This gradual, relationship-based approach addressed initial barriers and built confidence step-by-step, demonstrating that inclusion is most effective when it is flexible, responsive and paced appropriately.

Outcomes

Riley experienced significant and measurable growth in confidence, communication and social participation including:

  • Progressing from not entering the building to confidently walking inside independently
  • Developing a positive and ongoing relationships with multiple staff members
  • Increased communication, including initiating conversations and greetings
  • Established a consistent routine, contributing to a sense of purpose and belonging.

They now regularly enter the building, greet staff and engage socially, something that was not possible at the beginning of their journey. In recognition of their commitment and personal growth, they were nominated for a Youth Volunteer Award and Riley was overjoyed to receive a certificate. This recognition reinforced their sense of achievement, belonging and self-worth.

“Watching this growth has been incredible. It shows that when we take the time to understand someone and adapt our approach, even small opportunities can lead to big change.”

Key takeaways for organisations

  • Person-centred volunteering creates meaningful engagement. Aligning roles with individual interests increases participation and sustainability.
  • Start small to achieve big outcomes. Low-pressure entry points are critical for individuals experiencing anxiety or disengagement.
  • Relationships drive success. Trust and consistency from staff were essential in building confidence over time.
  • Recognition matters. Celebrating achievements, such as award nominations, strengthens confidence and reinforces positive identity.
  • Flexibility improves inclusion. Adapting roles and expectations can remove barriers and create access to volunteering for individuals who might otherwise be excluded.

Explore the Volunteer Management Activity

Working together, we can help you foster an inclusive and accessible organisation so anyone can thrive as a volunteer.
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