Empowering Community Through Knowledge:
Voices of Volunteer Leadership
At Citizens Advice Bureau Pakuranga, no two days are ever the same. For Manager Louise Boswell, every day brings new questions, new challenges, and countless opportunities to make a difference. Leading a team of 60 volunteer interviewers and eight administrative assistants, Louise ensures that people from all walks of life can access the information and advice they need to navigate life’s challenges with confidence.
“It’s deeply rewarding to see our volunteers growing in confidence,” she says. “When new trainees begin their learning journey alongside a mentor, you can see their skills develop week by week. They soon realise they’re making a real difference to people’s lives, and that’s incredibly satisfying.”
Louise’s journey into volunteer leadership began in 2010 when she took on a coordinator role with Dress for Success, a non-profit organisation supporting women entering or returning to the workforce. “It was such a joy to watch volunteers helping clients find the right outfit and then seeing those clients experience a new sense of confidence. That’s when I realised this was the right path for me, supporting volunteers to support others.”
In 2012, Louise began volunteering at CAB Pakuranga as an interviewer herself, drawn to the organisation’s mission of providing free, confidential, and independent information to empower clients to make informed decisions. Less than a year later, she accepted the role of Manager. “I was inspired by the CAB’s vision, empowering people through knowledge. I find great satisfaction in supporting our volunteers as they guide clients through their issues and helping drive positive social change when we identify where systems or laws aren’t working.”
The Power of Volunteers
The volunteers at CAB Pakuranga are the heart of the organisation. They are the friendly faces who greet clients, listen with empathy, and help find solutions to often complex problems. Louise sees firsthand the difference they make every single day.
“Every day, someone walks through our doors looking uncertain or fearful, and later leaves with a smile,” she says. “That’s the power of volunteers. They bring knowledge, reassurance, and a sense of hope.”
Their impact is widely recognised in the local community, with many volunteers being celebrated at local board volunteer award ceremonies. The bureau’s Community Services Coordinator even received a Community Hero Award from the Eastern Times for outstanding service.
For Louise, the rewards of leading volunteers are both personal and professional. “I’ve gained immense fulfilment from the relationships built within our team,” she says. “Working together to support our clients creates a strong sense of unity and purpose. It’s incredibly satisfying to be part of a team that genuinely cares.”
Leading With Purpose
Of course, managing such a large team isn’t without its challenges. Recruiting the right people, those with the empathy, patience, and communication skills needed for the role, can be difficult. “It’s key to find volunteers with the right talents and personality traits,” Louise explains. “That’s what allows us to maintain the quality and consistency of our service.”
In response, she’s developed new training methods to strengthen volunteer development, focusing on maintaining high standards of customer service. Since COVID-19, CAB Pakuranga has also embraced online learning, ensuring that training remains accessible and flexible for new recruits.
Louise has seen volunteering change significantly over the years. “When I first started, many of our volunteers were retirees who would stay with us for 10 to 20 years. These days, people lead busier lives. Younger volunteers often juggle study or work, so long-term commitment is less common. That means we have to adapt, to make volunteering more flexible and meaningful within shorter timeframes.”
Despite the chnges, one thing remains constant, the immeasurable value of volunteers. “They are the backbone of our country,” Louise says proudly. “Their contribution to not-for-profit organisations is priceless.”
Her advice to anyone considering a career in volunteer management is simple but heartfelt: “It’s rewarding, challenging, fulfilling, and completely different from managing staff. You’ll work with the most motivated people, those who give their time and energy purely to help others.”
And what keeps her motivated every day? “The enjoyment of leading a team of experienced, highly trained, and dedicated volunteers who offer comprehensive advice and support to our community. That’s what makes it all worthwhile.”
