Flexibility is crucial for inclusion | Case Study

Home Flexibility is crucial for inclusion | Case Study

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

EMPOWER: A program helping vulnerable women volunteer

EMPOWER was designed to create a safe, supportive space for vulnerable women to learn about volunteering and build skills at their own pace. It helped address barriers like low confidence, social isolation, and limited community connections – factors that often affect mental health. By practising transferable skills such as communication and teamwork, participants gradually improved their confidence, wellbeing, and soft employment skills.

Using these insights, Volunteer South West supported volunteer-involving organisations to better engage women facing barriers by reviewing current practices, identifying gaps, and developing volunteer roles that better meet women’s needs.

Meet Anna, anxious but interested in volunteering

Anna, a middle aged Aboriginal woman, was referred to Volunteer South West by a local Employment Service Provider working with Vulnerable Women. It took her a few weeks to build the confidence to come to the Volunteer South West office but eventually she made it which was a huge success for her.

Volunteer South West’s Program Coordinator met with Anna outside of our office hours to make her feel safe and supported. Anna carried a lot of anxiety, she struggled to make eye contact, and appeared physically restless. Despite these challenges, she clearly expressed an interest in cleaning tasks working outdoors, and doing tasks on her own.

Anna was matched to a role based on her preferences and strengths

Based on her preferences and strengths, Volunteer South West recommended a volunteer role at Hudson Road Family Centre (HRFC) as a ‘Playground, Garden and Yard Carer’. Anna lit up at the idea, particularly because the centre was close to her home and familiar to her.

HRFC is a long term member of Volunteer South West and they have worked closely for several years. Their Manager is experienced in working with Volunteer South West’s priority groups and creating a warm and welcoming atmosphere with flexible and inclusive volunteering opportunities.

Recognising that Anna needed time and a low pressure pathway, the HRFC Manager agreed that Anna could visit at her own pace without needing an appointment. Over several weeks, Volunteer South West sent Anna supportive text messages reinforcing that she could drop in whenever she felt ready. This gentle, person centred approach was essential in reducing barriers to engagement.

A few weeks later, Anna independently visited HRFC, met with the Manager, and completed several hours of volunteering in the playground area. She even requested a task list to help her understand expectations and later asked if she could do additional hours and take on more tasks. Thursdays turned out to be a perfect fit, with another Aboriginal woman volunteering and SWAMS on site, creating a culturally safe environment.

After the Volunteer South West Program Coordinator reviewed the application forms and onboarding documents, they had a meeting to discuss opportunities for improvement (e.g. simplifying the position description, separating staff and volunteer codes of conduct or simplifying the language). The Manager was very receptive to these suggestions and told Volunteer South West that she will share them with the Management Board which is currently reviewing all volunteer documentation.

Outcomes

  • A culturally safe environment supported Anna’s engagement. After her first visit Anna had some more sorry business to do and so far hasn’t returned, but the Manager and her are staying in contact on the phone and via encouraging text messages.
  • Improved inclusive practices. The centre gained practical insights into making volunteer roles more accessible, particularly for people with anxiety, communication challenges, or limited literacy.
  • Enhanced flexibility. The Manager’s willingness to allow drop‑in visits removed a significant barrier for Anna and demonstrated the value of adaptable onboarding processes.
“The project has strengthened our ability to support volunteers in a way that is genuinely inclusive, flexible and person centred.” – Jennifer, Hudson Road Family Centre Manager

Key Learnings

  • Flexibility is essential for inclusion. Allowing volunteers to engage at their own pace, particularly those experiencing anxiety or communication barriers, can significantly increase participation.
  • Plain‑language documentation improves accessibility. Position descriptions, codes of conduct, and onboarding forms should be written in clear, simple language. Overly formal or legalistic documents can deter volunteers who already feel uncertain or overwhelmed.
  • Face‑to‑face conversations build trust. Inviting potential volunteers for an informal chat rather than sending multiple forms by email creates a more welcoming entry point.
  • Peer involvement strengthens understanding. Having existing volunteers review or discuss role expectations helps new volunteers feel supported and provides real‑world context.
  • Cultural safety matters. Scheduling volunteer shifts alongside other Aboriginal volunteers or community services (such as SWAMS) can create a more comfortable and empowering environment.
  • Small adjustments can lead to big outcomes. Simple strategies—such as providing a task list or allowing drop‑in visits—can dramatically improve a volunteer’s confidence and engagement.

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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