Vinnies Victoria is committed to serving its community with compassion, empathy and respect. In the past 18 months, the organisation has pivoted, adapted and changed direction alongside government regulations, volunteer reduction and new initiatives.

They promote the message that ‘they are here’ and have maintained its community support despite challenges arisen out of the pandemic. Op shops were not classified as ‘essential retail’ and therefore were shut for large periods across the past two years due to COVID-19. Charities that rely on that income were forced to find alternate, safe ways to engage with their customers and support the community through material aid. Vinnies Victoria’s customer service philosophy is focused on ensuring every customer receives and has access to essential items through its extensive retail network, in a prompt and friendly manner.

From redeploying staff, assisting in other areas of the business, sourcing and creating food hampers and creating an online sales strategy – Vinnies Victoria has implemented many initiatives in the past 18 months, proud to still be thriving today.

At Vinnies Victoria shops the holistic team includes a workforce of around 6,000 dedicated volunteers in Victoria. To further highlight their dedication to the organisation’s mission, its youngest volunteers are 14 and eldest, 96. The commitment is strong and while volunteer numbers had experienced a reduction, they have seen a positive incline in 2022.

The most important thing was keeping its customers and team safe. Through a detailed COVID-Safe plan, the Vinnies Victoria Retail Team has continued these practices in their daily management. With an increase in need for assistance, the most noted addition to Vinnies Victoria was its Material Aid Team and the Material Aid Gift Card. Together, this has increased the organisation’s geographical reach and breadth of support to Victorians seeking help.

Also, while shops were unable to trade they focused on research. Vinnies Victoria investigated into areas requiring the needs, services and value of an op shop and worked to open two new stores, Vinnies Braybrook and Vinnies Derrimut at the end of 2021. Both strategically placed to best support their communities.

As Victoria repairs from the affects of the pandemic, Vinnies Victoria will continue to grow, develop and learn new ways to enhance the practices of the circular economy and be a dependable organisation that Victorians trust.

Being there for people is what Vinnies Victoria does best. Entrenched in their mission and the genuine care of people – this organisation goes from strength to strength.