Celebrating 5 years of Impact: Emergency Relief and Food Access Service

Celebrating its fifth anniversary this year, Emergency Relief and Food Access Service (ERFAS) is a vital initiative by the Financial Wellbeing Collective (FWC), designed to help Western Australians navigate periods of financial hardship. Whether it’s putting food on the table, paying rent, or keeping up with utility bills, ERFAS provides critical support to those in crisis, offering timely and compassionate assistance when it’s needed most.

ERFAS’ impact since 2020

Launched in 2020 as a direct response to the COVID-19 pandemic, ERFAS was initially created to provide a simple, centralised access point to emergency and food relief services. What began as an urgent public health response has since evolved into a long-term, sustainable model that now supports thousands of people every year. Over the past five years, ERFAS has handled more than 140,000 calls — a reflection of both its necessity and effectiveness.

Since 2021, ERFAS calls have increased by 50%, rising from 23,181 to 34,919 in 2024. This spike aligns with the broader economic challenges many Australians are facing, particularly the steep rise in the cost of living. Essentials like groceries, rent, and energy bills have all become more expensive, putting enormous pressure on households already stretched thin.

As General Manager Helena Jakupovic explains, “Clients cite the cost of living as the main reason for needing emergency relief. Many have depleted their savings and are left with no means to afford food. Alarmingly, we’re seeing more employed people and mortgage holders struggle to put meals on the table.”

This shift in who is seeking help highlights a changing demographic. Financial distress is no longer limited to the unemployed or those on fixed incomes — it is increasingly affecting working individuals, homeowners with mortgages, and residents in regional areas. For many, it’s their first time reaching out to community support services. ERFAS recognises how overwhelming and vulnerable this experience can be, and responds with empathy, urgency, and non-judgemental care.

To reduce the complexity of seeking help, ERFAS offers a dedicated 1800 phone service that connects individuals and families directly to emergency relief and food support. The service is delivered through a client-centred, community-based contact centre, where beyond crisis support the service can connect people to other free services available in the community, helping to improve long-term financial wellbeing.

Central to ERFAS’s strength is its collaborative foundation. A service under the Financial Wellbeing Collective, a partnership of 12 community service providers — ERFAS is backed by a network committed to addressing the drivers and impacts of financial hardship in Western Australia. Anglicare WA is the lead delivery partner of ERFAS with FWC partners Communicare, Mission Australia, The Spiers Centre and Uniting WA all delivering Emergency Relief. We amplify our efforts by partnering with external organisations such as Foodbank WA, Starting Over Support, St Patrick’s Community Support Centre, Vinnies WA, and The Salvation Army WA, which ensures clients receive seamless, statewide support.

From left to right: Elise Jorgensen, Regional Leader – Community Service Operations WA, Mission Australia; Jennifer Pidgeon, General Manager Statewide Services, Anglicare WA; Neil Starkie, Chief Executive Officer, The Spiers Centre; Stacey Jobson-Hunter, Chief Operating Officer, Communicare; Kate O’Hara, Chief Executive Officer, Foodbank WA; Helena Jakupovic, General Manager, Financial Wellbeing Collective; Michael Piu, Chief Executive Officer, St Patrick’s Community Support Centre; Michael Chester Co-Chief Executive Officer, Uniting WA. Photo taken at Foodbank WA depot.

Together, this network delivers more than immediate relief, it creates a coordinated support system that gives people the tools, knowledge, and confidence to move forward. ERFAS has not only made the process of accessing emergency relief simpler, but it has also helped to reimagine how community services can work together to meet urgent needs quickly and compassionately.

A Sustainable Solution Beyond the Pandemic

While emergency relief services play a crucial role in supporting those in crisis, the growing demand underscores the need for long-term solutions to financial hardship. Addressing the root causes such as inadequate wages, housing insecurity, and raising government income support above the poverty line requires a collaborative effort across government, community organisations, and the private sector. We hope to reduce the reliance on emergency relief and create a fairer, more resilient future for all. The success of ERFAS is proof that compassionate, coordinated support systems work but lasting change will come when fewer people need to call for help in the first place.