Thanks to dedicated volunteers, hundreds of Tauranga residents are turning to a free advocacy service for help navigating bureaucracy.

The Free Public Advocacy Service, founded by social scientist Carol Heena, provides much-needed assistance for people struggling to access essential services.

The service operates in Greerton, Arataki, Pāpāmoa, and Welcome Bay, with a new clinic launching in March at Tauranga’s central city library on Saturday mornings.

Founder Carol Heena said she started the service to help those unable to afford legal representation or support when dealing with agencies such as Work and Income, the Accident Compensation Corporation, and the Tenancy Tribunal.

Advocates accompany clients to appointments, assist with phone calls, and offer guidance, often close to where people live.

“People are pushed from pillar to post, but they know they can rely on us to go with them. While we’re not legal agents, we help them navigate these agencies,” Heena said.

After raising five children, working with Samaritans, and earning a social science degree, Heena saw a gap in services for those needing advocacy.

She was previously a founder and first chair of Tauranga Housing Advocacy, an initiative formed in response to rising homelessness.

“There was a need there. I tried to work with a couple of people but decided to go out alone,” she said.

The service has supported hundreds of people with various issues in nearly four years, from filling out forms to securing vital assistance.

Volunteers play key roles, from administration to securing funding. Heena prioritises life experience and empathy over qualifications when selecting volunteers.

“I look for skills second to how they interact with people. I want people with good life skills who are empathetic,” she said.

Gen Crossen, who helps at the Welcome Bay clinic, enjoys problem-solving and making a difference.

“I like to hear people tell their stories and then work out how I can assist them,” Crossen said.

Zainab Binte, a volunteer at the Greerton Library clinic, appreciates the opportunity to support those with no one else to turn to.

“Some people have no one else, and so it is nice to be able to support them,” Binte said.