When picturing public safety, it’s easy to fall back on images of law enforcement, traffic guidelines, or inclusive infrastructure.
For Sarah Sandall, the director of a 24-7 crisis and navigation for the Distress Centre, public safety also encompasses compassionate, consistent and community-centred support for people who need it.
The Distress Centre offers a plethora of community resources, spanning housing, financial and emotional support. Their primary services include a 24-hour crisis support line that supports text or phone calls from clients, and walk-in hours for more direct and emotional support.
Sandall has worked with the Distress Centre for more than two years, following the time she spent working with Calgarians who previously struggled with being unhoused—paralleling the Distress Centre’s housing initiative that looks to connect unhoused Calgarians with resources.
For her, caring for Calgary’s most vulnerable means a safer city for everyone.
Editor’s note: This transcript has been edited for length and clarity.
Acacia Carol: Could you walk me through what a usual day looks like for you working at the Distress Centre?
Sarah Sandall: I mean, every day is really different, but our mission is always the same. We’re really looking to help people through a crisis, whatever that looks like for them. We don’t define it. It’s really whatever that individual is going through. So we respond to calls, texts, and chats 24-7. All of the situations are very unique in the urgency, the crisis that’s being experienced, and in the complexity that’s happening. The support that we offer really ranges from some immediate de-escalation, to connecting people with 211, or other mental health resources, counselling or housing supports. Really, whatever that individual needs in the moment and whatever they’re looking for. We also do a lot of training and mentoring of both volunteers and practicum students, to ensure that we’re able to meet community needs and the rising demand that we’re seeing on our lines.
What does the phrase “public safety” look like to you?
Yeah, I think public safety to me means more than a police and emergency response—it also includes personal feelings of safety, both emotional and mental safety. I really believe that when people can access help earlier, it really prevents the escalation of any sort of crisis and keeps our community safer. So we really believe here at the Distress Centre that safety looks like connection stability and access to resources, and knowing that there is someone on the other end of that line who will answer if you do reach out for that support.
How does the work that you do contribute to that?
I think that a lot of our programs can contribute to that. I think for this piece, I would really want to highlight the work that we do in collaboration with the Calgary police and Calgary 911. So we have a 911 and 211 call diversion program where our 211 staff are located at the Calgary 911 centre with 911 operators. From there, we’re able to route non-emergency calls to more community-based responses, to provide support to folks that don’t need a police response, but still need to be connected to those community resources and services. We also work really closely with the Alpha House help team, so we’re able to connect those vulnerable individuals, our vulnerable neighbours in our community, to that mobile team that can meet them where they’re physically at.
What’s a misconception you feel that people kind of have about the work that you do at the Distress Centre?
I think that people don’t always realize that we have more than just our crisis line, and that on our crisis line, we take calls that are more than just about suicide. We handle a range of crises, like I mentioned previously, we don’t define what that is for anyone. We’re really meeting folks where they’re at. So we deal with a lot of calls from anxiety, relationships, family conflict, loneliness, financial stress, really whatever someone is experiencing. Our service is available 24-7, so we’re here for anyone, anytime. Whether that person is in distress themselves, they’re supporting someone else, or if they just have questions about how they could support someone else if they are experiencing a crisis. And I also think that a crisis doesn’t have to mean that there’s an escalation or sensitivity around danger or public safety. It’s also often about just needing someone to listen and having that ear and that person being there and available for them. And another thing I think that some folks don’t realize is that the Distress Centre is actually a non-profit. We rely on community donations and volunteers to be able to stay open and provide our service 24-7.
What drew you to your position? How did you get involved with the Distress Centre?
Before I came to the Distress Centre, I was working in the homeless-serving system of care for around 10 years. And so, I was mostly supporting folks who had previously been experiencing homelessness, accessing housing in the community. And so through that work, we had always used the Distress Centre as a resource for 24-7 after-hours support for our folks and our housing programs. Distress Centre has always been close to my heart. I’ve had friends and family who have reached out to the service, and I really think that this is just such an important organization in our community, providing a service that is needed by so many people and does really provide a lot for lots of different people, a wide range of folks. It’s really low barrier, so it’s accessible to anyone who needs it. We also offer our services in over 170 languages, and so we’re able to provide that support if English isn’t someone’s first language as well.
But there have to be gaps. Where do you think those kinds of gaps exist in what care you can provide?
Like many non-profits, we’re always balancing the resources that we do have available with the needs in the community. We’re seeing that the demand for our services is continuing to grow—calls are getting more complex. They can take longer to resolve, and we need more folks to be able to meet those needs. So we’re always actively recruiting and training volunteers to meet this demand. We’ve worked on expanding our practicum student program, and so we offer that same training and experience to practicum students as well. We really recognize that we can’t do this work alone, and that’s why we are so grateful for all of the partnerships that we’ve been able to develop. For us to be able to work collaboratively with other organizations in our community, and to be able to provide the support that meets the needs of Calgarians. Additionally, our funding helps us close those service gaps. Collaboration is key to being able to do that. But also, I think one of the pieces that is really important too is those donations, either through time or financial means, if someone is able to.
Are there any community initiatives or organizations that work with the Distress Centre that you feel are underutilized by Calgarians?
I wouldn’t say necessarily underutilized. I think that sometimes it’s just knowing what services are available in the community. I don’t necessarily want to speak for other organizations or other programs in the community, but through 211, we can connect people with a variety of services: housing, food, health, social support services, government services, whatever someone really needs. And so if someone’s not sure where to go for help or support or how to access something, 211 is the best place for them to reach out to so that we can help them navigate through whatever situation they’re experiencing and help point them in a direction. Action that might be useful for them.
You mentioned that you worked with people who were previously unhoused. In your time there, and in your time at Distress Centre as well, what sticks with you?
I think that you never know what someone is going through, wherever they are in life. Whether they’re experiencing homelessness, whether they’re working or volunteering at Distress Centre, or whether they’re living in your community: your neighbours, your co-workers, peers at school, a recognition that everyone has a story and everyone has their own experiences. Being really mindful of how we’re approaching and connecting with and treating people in our community.