From wellness checks to suicide prevention, Compass Community Services’ Telephone Support program meets people with compassion one call at a time.
This program plays a powerful role in addressing isolation and supporting mental wellness across Guelph and Wellington County, a contribution that earned them this year’s recognition.
The program began in 2020 with just one full-time staff member and fewer than five volunteers.
Today, it includes a team of 25 staff and more than 120 trained volunteers who make daily connections with people in need of emotional support, companionship and crisis intervention.
"It's just a perfect storm of our ability to grow and develop the program at a time when need exploded and the community's interest in supporting one another was at an all-time high," says Erica Pellin, Executive Director of Compass Community Services.
At the heart of the initiative is Teleconnect, a service that provides scheduled calls to residents who may be isolated, experiencing mental health challenges, recovering from trauma or facing barriers related to aging, addiction, housing or financial stress.
These calls are more than check-ins, they're consistent touchpoints that help people feel seen, safe and supported.
Volunteers offer wellness conversations, medication reminders and emotional support.
They also assist in connecting clients with community resources, counselling services or more intensive care when needed.
In many cases, these calls ease the burden on caregivers and reduce the need for emergency services, creating a more responsive and efficient support network across the region.
"More than ever, the distress line, Teleconnect and the 988 suicide hotline are here for our community. And we couldn't be happier," Pellin notes.
"Needing to call into a distress line or a suicide hotline is something that a lot of people don't talk about. And I think all of us can relate to the uncertainty and anxiety that's prevalent in our society today,” Pellin continued.
The program is also deeply adaptable.
In 2023, Compass became a local partner on Canada’s national 9-8-8 suicide crisis line, managed by the Centre for Addiction and Mental Health.
Since its launch, Compass staff have supported more than 10,000 callers, both locally and across the country, who were in distress or at risk.
In 2024, Compass expanded its reach again by launching a training component within the program.
Through Applied Suicide Intervention Skills Training (ASIST) and SafeTALK, volunteers, staff and local professionals are now better equipped to recognize signs of crisis and respond with confidence and care.
"We've been able to leverage our programs, our volunteers, our staff to meet the demand for services and mental health and distress services. So we're really excited about what the future could bring," says Pellin.
Volunteers, many of them post-secondary students preparing for careers in health care, social services and justice, form the heart of this work.
Through their involvement, they gain valuable experience while giving back to the community in a meaningful way.
Their future roles in the care sector will carry the lessons and compassion fostered through their time at Compass.
"If anybody is looking for a way to help their community with what we're going through together, this is a great way to get involved,” Pellin encourages. “We will take you from day one and equip you to be able to serve the community.”
What makes Compass Community Services stand out is their commitment to meeting people where they are emotionally, socially and mentally.
The Telephone Support program proves that care doesn’t always require a clinic and sometimes, it begins with a simple call.
The Health Care Award is presented to an individual or group that has had an important impact on the health care of the community.
Congratulations to the team at Compass Community Services!
This award is proudly sponsored by Right at Home Guelph and Wellington.
