Building stronger connections and workplaces: Jackie's volunteer journey as an HR professional in Tonga

For volunteer HR Specialist Jackie Cronin, working overseas wasn’t a sudden decision, but was something that had been quietly taking shape over many years.

Jackie’s journey began in Aotearoa New Zealand where she worked at Trade Aid and later managed volunteers with IHC. Those experiences introduced her to her love of community-focused organisations and the meaningful impact of supporting people behind the scenes.

“Everything I learnt was on the job,” she reflects. “I’m not a corporate girl, but working with NGOs was a passion. Volunteering was an extension of that, and the timing was right.”

That passion led her to volunteer through VSA in the Cook Islands, the Solomon Islands, and eventually to Tonga with her husband, Michael, where she worked at Tupou Tertiary Institute (TTI) to strengthen their human resources systems. Her role involved assessing existing HR policies, developing new ones and delivering training to staff and managers. While many processes already existed informally, documenting them and ensuring consistency was an important step forward.

One of the key projects that Jackie led was introducing a performance management policy. This included reviewing job descriptions, supporting staff to understand performance appraisals, and helping managers carry out reviews in a way that was both constructive and culturally appropriate.

For many staff, this was their first experience with formal performance discussions. “The main purpose was to do performance appraisals,” she explains. “Most staff had not known about this or encountered this in their working lives, so it was all new.” Through training and open conversations, staff were also encouraged to think about their own professional goals and development, helping to create a culture that supports growth and learning.

Mrs Adelina Mafile’o who worked alongside Jackie at the Institute says that “Jackie’s work has had a transformative impact on HR practices at TTI. She has strengthened our HR systems….and she has cultivated a culture of professionalism, fairness, and accountability across the Institute.”

Like any volunteer assignment, the experience came with some challenges, particularly navigating cultural differences and adapting systems to reflect local realities. Rather than applying rigid frameworks, she worked collaboratively with staff to ensure policies were meaningful and practical within the Tongan context.

This flexibility helped build trust and ensured the changes would be sustainable long after her assignment ended. Jackie was especially encouraged by how openly staff embraced the changes. “I was surprised at how well they took on board everything,” she says. “It was a big amount of work and a lot of change…but they did really well in that space of time.”

Beyond the workplace, living in Tonga was a deeply personal experience. Adjusting to a more conservative culture and slower pace of life took time, but it also offered valuable perspective. “It has reinforced that this is ‘my thing’. The values that I have are reinforced by the work that I do,” Jackie shares.

Volunteering has also shifted how she sees the world and what matters most. “It has made us appreciate what we do have, and not sweat the big stuff,” she says. “With volunteering, it’s the little things that you do that can make the biggest impact on someone’s professional or even personal life.”

Jackie describes life in Tonga as a reminder of a simpler time. “We feel like we’ve come back to our childhood,” she says, reflecting on the sense of community, friendliness, and strong relationships that shape everyday life. “You hear children playing outside. People are very friendly… There is more value on relationships and experiences than on what you have.”

For Jackie, volunteering has been both professionally fulfilling and personally transformative. The gratitude she received from colleagues left a lasting impression. “I’m so humbled at work because they’re always thanking me. They’re so appreciative,” she says. “My colleague Adelina calls me an angel. It makes my heart full knowing that I am helping.”

Further to this, Adelina highlights the impact of Jackie’s work within the Institute and says that “Working alongside Jackie has been both professionally enriching and personally encouraging…. For this reason, I often refer to her as our ‘TTI Angel’ – because she has consistently gone above and beyond to support staff, leadership, and the wider Institute community.”

The impact of Jackie’s work has been profound. Her message to others considering volunteering is very simple: “Just do it!...You’d be surprised at what other roles are available.” Her experience is a reminder that volunteering isn’t limited to any one profession. Whether in human resources, education, health or beyond, volunteers bring valuable skills while gaining something equally meaningful in return – connection, purpose, and a deeper appreciation for the communities they work alongside.