Supporting volunteers when personal challenges arise

This project by Umbrella Multicultural Community Care was supported through Volunteering WA’s Volunteer Management Activity, funded by the Australian Government Department of Social Services.

After a traumatic incident, long-term volunteer Zos had withdrawn from volunteering

Zos, a woman from a multicultural background, had been a dedicated volunteer with Umbrella Community Care for many years, finding purpose in visiting and supporting others. But a recent traumatic incident involving police left her deeply shaken, vulnerable, and unemployed.

Referred by the ACVVS team at Umbrella, Zos had withdrawn completely, stopping her volunteering and isolating herself. At the start, the pain was raw: fear, loss of confidence, and a sense of disconnection from the community she once thrived in.

Gentle, one-on-one support was the right approach

The Volunteer Wellness Officer at Umbrella provided gentle, one-on-one individual support, reaching out personally to encourage Zos to come and talk in a safe space. With patience and empathy, the officer guided her towards the Employee Assistance Program (EAP) for professional counselling. Slowly, Zos was invited to attend low-pressure Volunteer Hub sessions, where the focus was on rebuilding trust at her own pace. Challenges included overcoming initial reluctance and trauma triggers, but the personalised encouragement—phone calls, check-ins, and non-judgmental listening—helped her take small steps back into connection with other volunteers.

Outcomes

After a couple of months, everything changed. Zos began attending sessions regularly, rediscovering her spark and “coming back to herself.” She recommenced volunteering as a visitor, bringing her warmth and experience to others once more. Even more powerfully, Zos started inviting her friends—mostly unemployed and vulnerable women—to the Hub, expanding the circle of support.
This ripple effect brought new participants into the Hub, many from similar backgrounds, fostering deeper inclusivity. Zos’s journey shows how targeted wellness support transformed isolation into empowerment, with her now actively contributing to others’ healing.

“The support made me feel seen and safe again. Now I want to help others feel the same—it’s given me strength and purpose back.” – Zos

Key Learnings

One-on-one, trauma-informed support from a dedicated Volunteer Wellness Officer is crucial for vulnerable groups, especially women from multicultural backgrounds facing setbacks. Slow, personalised encouragement combined with access to EAP can rebuild confidence and prevent long-term disengagement. Peer-led reintegration turns survivors into advocates, creating sustainable community growth and reducing isolation among priority groups.

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