In the informal settlements of Clare Estate in Durban, South Africa, missing identity documents have become a major obstacle for vulnerable families. Without birth certificates or official identification, children may lose access to school feeding programs and basic stationery, while older students may be unable to register for university entrance exams. The issue became personal for Tzu Chi volunteer and social worker Nombulelo Mthimkhulu when she met a mother whose son had completed high school but could not receive his high school diploma because he lacked the required documents. Without proper identification, young adults face barriers to further education and employment, while families may be unable to access essential social grants. To help families navigate these complex administrative processes, Tzu Chi Durban brought relevant government departments and community organizations together to provide residents with information, consultations, and guidance on the steps they could take.

Persistent effort in the face of bureaucracy

Connecting families in need with government agencies required considerable coordination. Nombulelo and her team spent weeks making phone calls, building trust within the community, and visiting government offices, particularly the Department of Home Affairs, to invite them to take part.

Tzu Chi partnered with SM Jhavary Primary School and education social worker Nokuthula to organize a community service day on September 23, 2026. The event brought together government departments, legal representatives, and welfare organizations to provide consultations and information to 106 residents.

To help residents feel comfortable sharing their concerns, volunteers led everyone in singing the song, One Family. Ward Councillor Alicia Kisson thanked Tzu Chi and its partners for their care for the community, emphasizing that everyone has the right to an identity. Volunteers also introduced Tzu Chi’s philosophy of selfless giving and the Bamboo Bank spirit, showing how small acts of kindness can make a difference through Ubuntu, the spirit of shared humanity. Participants also watched a video about the disaster in Nepal and observed a moment of silence to pray for those affected and for world peace.

A one-stop consultation day for 106 residents

By bringing representatives from different service providers together in one place, the event gave residents an opportunity to discuss their concerns and receive guidance on available services. Volunteers set up color-coded consultation desks where residents could discuss their individual needs directly with service providers.

• Identity Document Guidance: Department of Home Affairs officials explained the requirements and procedures for applying for identity documents, while Department of Education representatives discussed how birth documentation can affect students’ access to education and graduation.
• Guidance on Online Appointments: Tzu Chi volunteers guided residents, including a young woman and her mother, through the Home Affairs online appointment system, showing them how to book an appointment to apply for identity documents.
• Career and Training Opportunities: MIC TSETA representatives introduced training programs, learnerships, and bursaries offered through South Africa’s 21 Sector Education and Training Authorities, helping young people explore career paths, including information technology.
• Financial and Family Services: Nedbank provided guidance on budgeting and financial management. Child Welfare Sherwood, the Department of Social Development, and Black Sash offered assistance with child protection, foster care grants, and municipal relief.
• Community Safety Information: South African Police Service (SAPS) officers shared advice on scam prevention, public safety, and addressing gender-based violence.

Young members of the Tzu Chi Student Society at the University of KwaZulu-Natal (UKZN) also helped serve refreshments and lunch. Volunteers of different generations worked together to welcome residents and support their community.

From uncertainty to a clear path forward

By the end of the day, more than 100 residents had received answers to their questions and guidance on the information and steps needed to access relevant services.

The collaboration showed how organizations can work together within the community to help families overcome complex barriers. Tzu Chi volunteers continue to follow up with individual families, offering support as they navigate the document application process. By listening to families’ concerns and helping them navigate the process, volunteers are turning compassion into practical support and helping Durban families move forward.

Written by Simo Hlophe