EXPLORING CHALLENGES AND SUPPORT IN SOCIAL SERVICE DELIVERY: A PRELIMINARY FINDING OF SELECTED VOLUNTARY WELFARE ORGANISATIONS IN MALAYSIA

Abstract

Non-governmental organisations (NGOs) are recognised for their contribution to society. This paper aims to provide policymakers, leaders, and social work managers with an initial overview for developing appropriate policies and a better understanding of the sustainability of welfare-related organisations, especially in the Malaysian context. NGOs monitor and address public concerns. They work with the government and private sector. NGOs provide communities with knowledge and services, monitor the government and private sector, and empower communities to participate in decision-making. They play a vital role in achieving sustainable development goals, such as eradicating poverty and improving health. This study examines the challenges encountered by NGOs in Penang, Malaysia, focusing on Voluntary Welfare Organisations (VWOs) or specialised NGOs. It also explores the societal support needed by these organisations in delivering better social services to the community. This study adopted a qualitative approach. A series of in-depth interviews were conducted with four representatives of four VWOs to better understand the challenges in delivering social services to the community. Next, we analysed the data by categorising it into identified themes. Challenges identified related to funding, organisation performance, shortage of personnel, lack of volunteers and standard compliance. The study identifies various sources of societal support for VWOs, including the government, private sector, volunteers, other NGOs, individual donors, and the surrounding community.