COLUMN: Beyond the Shelter – Meet the frontline: A day in crisis response

Working on the frontline in a domestic violence shelter is fast-paced, emotional, and deeply meaningful work. No two days look exactly the same, but every shift is centered around supporting individuals and families through some of the most difficult moments of their lives.

A typical day in crisis response often includes counselling sessions, advocacy work, referrals, safety planning, and helping clients navigate complex systems and barriers. Counselling sessions are client-led and focus on helping individuals work toward their goals at their own pace. This can include discussing housing, financial supports, healing from trauma, or simply processing life experiences and emotions in a safe space.

Frontline workers also spend a great deal of time connecting clients with resources. This may include writing referrals for counselling, financial assistance, or long-term support programs. Staff regularly help clients search for housing, access community supports, and problem solve through barriers that arise along the way.

When someone first arrives at a shelter, staff recognize that they are often arriving during one of the most overwhelming moments of their lives. The first priority is helping the individual feel safe and supported. Clients are welcomed with compassion, offered clean clothing, water, and space to breathe and process. Intake conversations happen at the client’s pace, recognizing the importance of trauma-informed care. Staff also provide tours of the shelter and welcome items such as hygiene products and comfort items to help create a sense of safety and care.

Crisis response does not always mean responding to large emergencies. More often, it involves responding quickly and compassionately when someone’s emotional wellbeing, stability, or safety is at risk. This may look like supporting a client after receiving difficult court news, helping someone access medical care, or ensuring a family has access to basic necessities such as food or clothing.

De-escalation is another important part of frontline work. Trauma and crisis can lead to heightened emotions, fear, and being overwhelmed. Staff use calming communication, validation, and choice-based approaches to help individuals regain a sense of safety and control. Sometimes simply asking, “What would help you right now?” can make a meaningful difference.

There are also many misconceptions about shelter work. One common misunderstanding is that domestic violence shelters function the same as overnight homeless shelters. While emergency shelter is an important part of the work, domestic violence shelters also provide counselling, advocacy, programming, emotional support, safety planning, and long-term goal support.

Another misconception is that individuals are not trying hard enough if they remain in shelter for an extended period of time. In reality, affordable and safe housing can be extremely difficult to secure, especially in today’s economy. Many individuals are working tirelessly toward independence while facing significant financial, emotional, and systemic barriers.

Despite the challenges, frontline workers remain motivated by the resilience and success of the individuals they support. Seeing women and families rebuild their lives, achieve goals, and find safety serves as a powerful reminder of why this work matters. Supportive coworkers also play a major role in sustaining frontline staff through emotionally demanding days.

Self-care and healthy boundaries are essential in this field. Frontline workers prioritize taking breaks, spending time with family and friends, engaging in hobbies, and maintaining work-life balance. In emotionally intensive roles, making space to rest and recharge is necessary to continue showing up with compassion and care for others.

Crisis response work is not always visible to the public, but every day, frontline workers provide safety, support, advocacy, and hope to individuals navigating trauma and uncertainty. Their work helps create pathways toward healing, stability, and a safer future.

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Agape House provides a safe space and 24/7 support to those experiencing domestic violence in Southeastern Manitoba. The local crisis line can be reached at 204-346-0028.

Lisa Fast is the outreach and housing coordinator for Agape House.