Ghazal Aouda understands first-hand the challenges that newcomers can face in a new country without guidance and support.

Originally from Syria and a native Arabic speaker, she recalls the difficulty she experienced communicating with limited English skills and getting lost a few times while navigating Calgary’s public transit system.

A few years after she settled in Calgary, Ghazal found out about Immigrant Services Calgary (ISC) and the services it provides to newcomers and their families.

Probing further, she realized that ISC’s organizational values include acting with integrity and treating people with respect. These values resonated with her, so she decided to volunteer with ISC, aiming to provide newcomers with a different experience than she had when she arrived in 2018.

Ghazal started volunteering in September 2023 as part of ISC’s Client Care team and has completed over 153 hours so far.

Volunteering with the team has been a great experience for Ghazal because she approaches clients from a place of understanding.

“I have been more patient with clients because I know what a newcomer goes through,” she said.

Whether it’s due to limited knowledge of technology or those who got lost while trying to make it to their appointments, Ghazal can relate.

She strives to make things easier for clients by offering alternatives. For instance, if a client has limited language skills, she directs them to other members of the Client Care team who are fluent in the client’s first language. Where that is not available, she uses online translation services like Google Translate to communicate with them.

Apart from supporting newcomers, Ghazal also enjoys working with the Client Care team. She recounts that they made her feel welcome from her first day and that they are always willing to help.

 Abdallah Abushammala, manager of Client Care at ISC appreciates Ghazal’s selfless service and unwavering commitment to serving newcomers and their families.

“Ghazal’s dedication and compassion have made a profound impact on our clients' lives,” he said.