Above and Beyond

We often say our work is about walking alongside people, especially in moments when they feel most alone. For many of the people we support, those moments come during a crisis. And while our job

descriptions outline duties and responsibilities, what truly defines our team is the care that goes above and beyond.

Jess’s story is a great example. One night, her support worker Emma arrived for a regular visit and found Jessica in deep distress. She had just experienced a violent incident with her partner. Emma followed protocol, made sure Jess was safe, and could have left once other services arrived. But she stayed. For hours, Emma listened without judgment. She gently reassured Jess that she had done the right thing by asking for help. Her calm presence brought some peace into chaos. Later, Jess told us that what helped her most wasn’t actually service, but simply not being left alone in her darkest moment.

On another occasion, Jess was experiencing chest pain. Emma acted quickly, taking her to the emergency room and staying by her side through the long hours of waiting and tests. When Jess’s anxiety spiked, Em quietly guided her through grounding techniques they had practised together, helping her feel steady. Later that night, when Jess needed medication from a pharmacy across town, Emma went herself so Jessica wouldn’t be left without support. None of this was required by her role. She did it because, in that moment, caring for Jess meant staying present in every way that mattered.

These acts made a lasting difference. Jessica said they helped her feel safe enough to keep doing the things she needed to do to move forward. She began attending counselling more regularly. She started making plans for a safer home. She told us, "I thought I would fall apart, but you all helped me keep it together."

This is what crisis support looks like when it's rooted in compassion. It's not about doing someone’s healing for them or a saviour mentality. It’s about helping them feel strong enough to keep going, while showing them through action that they are worth it. Emma's actions helped Jess believe that she mattered, that someone would show up for her even in the worst of times. That belief became a foundation for recovery.

At Choice, we encourage our staff to use their wisdom and empathy. There are no manuals that tell someone exactly how long to stay after a traumatic event or to drive across town for medication. These actions come from knowing that the human connection is often the most powerful form of care.

Many of our clients have lived through years of instability or neglect. Crisis can reawaken fears that no one will help, or that they don’t deserve help. But when someone shows up consistently, especially in hard moments, that narrative begins to shift. Trust grows. Hope takes root. That is the heart of what we do.

These stories are not the exception in our community. They are the everyday reality of a team that sees people not just as clients, but as fathers, mothers, sons, daughter, and friends, worthy of love, honour, and dignity. Our purpose is not just to provide support, but to help each person find fullness of life, even in their most difficult seasons.

When life gets messy, sometimes all someone needs is to know they won’t be left alone. And for Jessica, that made all the difference.

If you or someone you love needs support, we’re here.