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One letter changed the course of Karla’s life forever.

When the 48-year-old opened the envelope and saw the termination notice from her real estate agent, Karla knew it was an opportunity to regain her independence and freedom. 

Karla picked up the phone and dialed a local Mission Australia program for advice on what to do next. Megan, a case worker at one of our homelessness support services, answered the phone.

It started with a warm hello, but Megan quickly heard the subtle fear in Karla’s voice and invited her for a conversation in person to learn more about the situation.

When Karla arrived, the conversation quickly changed from the termination notice to something more frightening. Karla disclosed she was experiencing domestic and family violence (DFV) and felt trapped, isolated, and didn't have the resources to leave the relationship.

Instead of judgement, Karla received kindness and understanding from Megan. That moment changed everything. It gave Karla the confidence to commit to her decision—she was going to leave the abusive relationship. She just needed help getting there and this termination notice was the best chance she had...

Megan has been working with Mission Australia’s Bega Valley Homelessness Support Service for three years. Her work involves supporting people who are experiencing homelessness. The team also run a refuge to support women and women fleeing DFV situations.

"Building a good rapport with people is extremely important to the work we do as it allows easier communication and a level of trust so people can feel safe to disclose certain details of their lives,” says Megan.

Treating them how I would like to be treated, talking to them on their level in a way that they understand, not using acronyms or describing things in a way that is hard to understand or overcomplicated.”

Megan told Karla about the women’s refuge available and committed to being there for her every step of the way. It took just over a month for Karla to get the courage to completely leave her relationship and move into our refuge.

Once safely at the refuge, Karla and Megan worked tirelessly together to prepare for Karla’s new life.

Karla engaged in intensive programs aimed at rebuilding her confidence and independence. And it was making a lasting impact. Karla started feeling positive about the future again. The fear that once consumed was starting to fade, replaced by a newfound sense of hope.

After six months of rediscovering her independence and self-confidence, Karla was offered an opportunity to transition into a community housing property. Karla and Megan had been working towards the goal of finding a safe a safe and secure place to call home.

Megan accompanied Karla throughout the inspection, application and ultimately, the big move.

To help Karla settle into her new neighbourhood, Megan encouraged her to take on volunteer positions and participate in community activities as a way to get to know people. Karla also connected to local services, so she always feels supported.

Recently, Karla was awarded the ‘Best Tenant’ award by her community housing team.

I can't believe I won an award. I’ve finally built a life for myself, and I couldn’t have done it without the support from Mission Australia.” - Karla.

“She [Megan] was the first person to reach out and was so kind. I'll remember you forever.”

For Megan, seeing transformative moments like this makes her workdays worthwhile.

“Honestly the thing that keeps me coming to work each day is knowing we are making a difference to people’s lives,” says Megan. “Even if it’s something only minor it can start someone on a path towards their recovery and more positive outcome.”


^{*Names and images have been changed to protect the identities of the people we helped
1} AIHW (2024) Specialist homelessness services annual report 2023-24