If you've visited the Wellness Centre at the Albury Wodonga Regional Cancer Centre, chances are that you've had the pleasure of meeting our coordinator Ben Engel! His kind and calm energy is matched only by his passion to find new ways to support patients and carers in our community. Have a read to learn more about the diverse offerings of the Wellness Centre, and the importance of a good tea & biscuit chat!
1. Can you tell us a bit about your background and how you came to work at the Wellness Centre?
I've got a fairly diverse background and have worked in IT, procurement, HR. I’ve also completed accredited training in counselling and taught evidence-based mindfulness courses in different settings. I came to know the Wellness Centre when I was running mindfulness programs for patients and carers. When the coordinator role came up, it felt like both a stretch, and a natural fit. I saw it as a way to bring together all those different skills in a meaningful role that I've been about five years now. I love the work I do.
2. What does a typical day look like for you as the Wellness Centre Coordinator?
No two days are the same and that’s part of what I enjoy about my role. There's the operational side of keeping the Wellness Centre running smoothly, coordinating programs, working with volunteers and external providers. But a big part of my day is simply being available and talking with patients and carers. I often help them navigate what can be an overwhelming system and connect them with the right member of our Cancer Services team or an external organisation. I’m well connected with other Wellness Centre coordinators in Victoria and we share what we’re doing and keep each other informed about what's working well.
3. What drew you to working in cancer support services specifically?
I've always been drawn to work around mental health and wellbeing and finding ways to genuinely support people. Cancer affects so many people in our community and I feel that the Wellness Centre sits in that space of being able to combine practical support and human connection. It felt like the right place to be.
4. What part of your role do you find the most rewarding?
Being able to respond creatively to what people actually need. Sometimes that's connecting someone with our psychologist or social worker. Sometimes it's finding a pair of cotton gloves for someone with a skin condition, or tracking down a resource they didn't know existed. I love getting to know patients and carers over time, seeing them come in for the first time being uncertain about what we offer, then watching them find their feet, and discover things that genuinely help.
5. How would you describe the atmosphere or vibe of the Wellness Centre to someone who hasn't visited?
It's intentionally different from the rest of the Cancer Centre. There's comfortable seating, natural light, a garden you can sit in and tea and coffee always available. Our volunteers are here to help. Research on wellness centres often describes them as being an "oasis" for patients and families within cancer centres and I think that captures an important part of what we offer. It's a place that acknowledges the whole person, not just the cancer diagnosis.
6. Are there any particular programs or services that you feel make the biggest difference to patients and their families?
It's hard to single out one thing because different programs or services matter to different people at different times. I’ve seen how the Exercise Oncology program has improved mental health and overall quality of life for participants. Yoga is always popular and the feedback is consistently positive. The Wig Library is incredibly important to many of the patients and I’ve seen the visible relief when they find a wig they are happy with and look less like a “cancer patient”. The Psychosocial Oncology service hosted by the Wellness Centre is significant. We have a Clinical Psychologist and two Social Workers available at no cost to patients and carers.
7. How do you work with volunteers and clinical staff to support visitors?
Volunteers are essential to how the Wellness Centre runs. We have AWH volunteers who help with day-to-day operations - greeting visitors, keeping the tea and coffee stocked, assisting with resources. The Brave Hearts on the Murray volunteers run our Wig Library. While the Cancer Council drivers and volunteers are not strictly part of the Wellness Centre, we still have a strong link with them.
On the clinical side, we work closely with the Cancer Care Coordinators, other members of the Cancer Services team, GenesisCare, Ramsay Health and external cancer support organisations and community supports. Part of my role is being that connection point, if someone comes to the Wellness Centre and I can see they need more specialised support, I can facilitate that referral. The Wellness Centre only works well because of the links we have with these other areas.
8. Are there any recent stories or moments that stand out to you about how the Centre has helped someone?
A while back there was a patient on the ward nearing the end of their life and a family member came in to the Wellness Centre and asked me if I knew of any halls in the area that might be able to host an event for them. What unfolded was that the patient had received the Order of Australia award but was too unwell to travel to the ceremony in Sydney. I was able to host the event at the Wellness Centre and this allowed the friends and family of the patient to attend the presentation of the OAM award, while making sure that the patient was close to the care they needed.
While that was a bigger example, there are the smaller yet still significant things like being able to provide soft cotton gloves to a patient with a skin condition through a chance encounter. She’d been visiting different chemists trying to find cotton gloves without any luck and coincidently we’d had gloves donated a few weeks prior. She was very self-conscious about her hands and the gloves were just what she needed at that point in time. What I’ve seen is how important it is for me to pay attention and respond to what's actually in front of me rather than going in thinking that I know what’s needed.
9. What would you say to someone who is unsure about coming to the Centre?
Just come in and have a look and maybe have a cup of tea and a biscuit. You don't need to book, you don't need a referral, you don't need to have a specific reason to visit. We're open Monday to Friday, 9am to 3pm.
10. How does the local community contribute to keeping the Wellness Centre running?
The Wellness Centre only exists because of support from the community. Our funding is through the AWRCC Trust Fund, a local charitable trust that receives donations from the community specifically for the Cancer Centre. When people donate money to support cancer patients in our region, it goes to the Trust Fund, and the Trust then funds services and programs like the Wellness Centre. Beyond financial support, we receive a steady stream of donated items such as handmade quilts, crocheted blankets, beanies and cards from local groups and individuals who want to do something tangible for patients going through treatment. Those items are deeply appreciated by patients and I’ve seen firsthand how a crotched blanket or handmade quilt brightens someone’s day. Our volunteers are also community members giving their time and care at the Wellness Centre. This extends to the organisations and individuals we are linked with; oncology massage therapists, O-Health for Exercise Oncology, our yoga teacher, Brave Hearts on the Murray Wig Library, the Look Good Feel Better Program.
11. How do you see the Wellness Centre supporting patients and families during challenging times, like treatment or recovery?
During treatment, we offer programs and services that help manage side effects and maintain quality of life - exercise, yoga, mindfulness, massage. We provide information and resources, and a calm space away from the clinical environment when people need it. For carers and families, we're often the place where someone asks, "How are you going?" Carers often carry an enormous load, and having somewhere that acknowledges that is important. Recovery and survivorship is a significant focus too. The end of treatment doesn’t necessarily mean that everything is resolved. People often have ongoing physical and psychological effects and an uncertainty about the future. Support groups, the psychosocial oncology service and other services help people navigate that transition. We see a lot of people from disadvantaged backgrounds and minority groups, and we take the time to meet them where they're at. However, this isn't unique to just the Wellness Centre and it's reflected more broadly through Cancer Services.
12. What's something people might be surprised to learn about the Wellness Centre or your work?
I sometimes hear from visitors that they thought the "Wellness Centre" was just about scented candles and relaxation music, but what we offer is a much more comprehensive service that evolves over time. Everything we offer has to be evidence-based or endorsed by credible cancer organisations. It's not just about things that are "nice to have", it’s a comprehensive complement to the medical treatment people receive. People might also be surprised by the breadth of what comes through the door. Some days I'm helping someone access emergency financial assistance. Other days I'm helping someone deal with the NRMA because their radiator hose has burst and they live a few hours away. Many days I'm having conversations with people new to the Wellness Centre or who’ve been visiting for a number of years.
13. Do you have a favourite part of the Centre, or a favourite "go-to" activity for visitors?
The garden is great at this time of year. It's a quiet space with seating, greenery, fresh air. We sometimes have family members travelling interstate to visit loved ones staying as inpatients and the garden provides a place where they can catch their breath and recharge. Tea and a biscuits are always a good introduction to the Wellness Centre and is particularly appreciated by people who travel to access treatment at the Cancer Centre.
14. How do you stay motivated and positive in your role, supporting people through such difficult experiences?
It’s a bit tricky to put into words. I think what sustains me is a kind of groundedness about what I can and can't do. I'm not here to fix anyone's situation or rescue them from what they're facing. I can be with them as they are, help them feel welcome at the Wellness Centre, suggest or refer them on to other services. I also keep an eye on myself and check in with a counsellor periodically to make sure I'm not carrying things I might not have noticed. I find the patients and carers themselves are motivating. People show up with incredible resilience, humour and honesty and being part of their experience is a privilege.
15. Looking ahead, what are you most excited about for the Wellness Centre in the future?
I'm excited about continuing to grow what we offer while staying true to the combination of evidence-based programs and genuine human connection. I'm keen to provide more services specifically for carers in particular and to keep developing and strengthening the connection the Wellness Centre has with charities and groups in different regional areas. The community support through the Trust Fund makes all of this possible. If I get too caught up in day to day things, it's great to remember that the people of this region value this work enough to fund it, and I want to keep making sure we’re delivering something that is relevant and of value.