"There are a lot of social injustices out there," Gaylene said. "I'm working with people who are unpopular in society, who have been misunderstood and have had stigma attached to them -- they're screaming, and the agencies aren't listening. I'm there to hear their voice, and amplify it."
Gaylene has been passionate about fighting for the underdog from a young age -- starting from "helping old people across the street" as a Brownie and a Girl Guide, being part of her college's Interact team, and volunteering for animal shelters.
"In Guides, we were taught to help others where possible, and that stuck with me. I was raised to be compassionate -- if you see someone struggling with their groceries, give them a hand."
She has had a colourful and varied career since.
At 17, she joined the New Zealand Navy, and later served as a dog handler for the air force and a police officer in the army. She has also worked as an employment advisor, dog groomer, toy librarian and swimming coach for Special Olympics Wairarapa.
However, it was her children who best prepared her for advocacy work -- both her sons have experienced depression, and her daughter has autism.
"You need those University of Life experiences."
Much of Gaylene's casework involves supporting clients in dealing with WINZ, ACC, CYFS, health providers and schools.
In some cases, relationships have become hostile -- so Gaylene's role is to help the client stay calm, and to work with the provider to reach a positive outcome.
"I try to help the provider gain understanding on where the person is coming from," she says.
"In schools, for example, it's pointing out the child isn't just boisterous or naughty, but he's not coping.
"It helps the provider when they can see the situation through different eyes."
Most challenging is assisting clients appearing in court -- especially distressing for people with mental illness.
"Courts are stressful, and the system is pretty clinical.
"We'll do mind exercises with the client beforehand, so they can stay centred and in an even space."
She is also able to advocate for clients in dealing with law enforcement, which has meant doing "an awful lot of homework" on the justice system.
"I've had to tell lawyers and the police they have overstepped the mark."
Gaylene's role also includes helping clients get back on their feet after falling on hard times -- referring to food banks, budgeting services, medical centres and other care agencies, and helping them set short-term goals.
Despite only being in the job six weeks, she's seen her fair share of success stories.
"I'm there to give them the tools to cope -- because you can't just lie down and say 'life sucks.'
The best thing is seeing the light go on in their eyes, and hearing them say 'I'm cool, I'm fine.
"You can't put a price on that."
