The volunteers who staffed the Oxfam shop in Hay on Wye were a close-knit bunch who put the skills they acquired in business, engineering and local politics to good use serving their community and the charity they believed in.
Some had worked in the shop for more than 30 years and were passionate about running it for the benefit of poorer people in their rural community as well as Oxfam’s fundraising efforts.
All that changed overnight in March 2019 when a tweet from an angry customer escalated into an acrimonious dispute and ended with Oxfam effectively sacking four volunteers while the others walked away in dismay, disgust and protest.
The volunteers accused Oxfam of bullying and intimidation; the charity’s senior management countered with claims that locals used threatening language and were unco-operative.
The tweet that lit the fuse for this unlikely conflict alleged that “the man behind the till” in the Oxfam shop had told a Welsh-speaking woman to “get out of the shop and stop speaking that bloody foreign language”.
Without investigating, Oxfam — then facing a statutory inquiry into the sexual misconduct scandal in Haiti — immediately suspended Vaughan Evans, a part-time manager, closed the shop, apologised for the alleged remark and declared: “This does not reflect Oxfam’s values.”
Evans strongly denied making the comments but was subjected to an investigation and disciplinary hearing, which later concluded that the alleged anti-Welsh conduct could not be substantiated. To the anger of volunteers, however, he was not reinstated and they were not allowed to step in and run the shop.
Instead the charity changed the locks and the shop, which cost £12,000 a year to rent and which had been making an annual profit of £40,000, remained closed.
The events in Hay are a far cry from the scandal in Haiti that rocked Oxfam to its core in 2018 but the case again raises the question of whether big charities are in touch with what happens at grassroots level.
The stand-off in the Welsh border town rumbled on interminably. The volunteers, who wanted to reinstate their manager and return to business as normal, had strong support and senior figures from the famous Hay book festival intervened, prompting Danny Sriskandarajah, Oxfam’s chief executive, to travel to Hay.
Sriskandrajah, 45, was warmly received and apologised for the “pain and hurt” the closure of the shop had caused the volunteers. He admitted that the suspension of the manager “should have been handled better”.
His visit did not, however, produce a solution. The volunteers were ordered to undertake training courses before they could return to the shop and Oxfam hired a mediation firm to conduct a conflict resolution process.
Juliet Lewis, 66, a volunteer for 15 years, recalled how she and her friends had to watch a video of cartoon bears hugging, which was supposed to instruct them in how to show empathy.
“I think I blotted it out,” said Lewis. “I’m pretty sure I had my head in my hands at that point.”
It was also suggested that although Hay was not a Welsh-speaking area, shop staff should greet all customers in Welsh.
Lewis was told to change the name of her “oxfambookshay” Instagram account and delete “all posts detrimental to Oxfam”. Those posts included criticism of Oxfam’s heavy use of plastic packaging and one featuring an illustration from a book (for sale in the shop) by Professor Dame Mary Beard, portraying an ancient Greek figure balancing a wine goblet on his erect penis.
In February 2020, as the shop prepared to reopen under a new manager, dozens of sacks of items donated by the public were thrown out. Volunteers had been promised, in the conflict resolution agreement, extensive consultation on how the shop would be laid out and run. Instead, they were told that the shop “must conform to a set plan-o-gram”.
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