A groundbreaking new study from Western University’s Centre for Education Research & Innovation is shining a spotlight on the award-winning local Supportive Outreach Services (S.O.S.) program, calling it a model for communities across Canada and beyond.
The report, Meeting People Where They Are: The S.O.S. Story of Community Impact, was presented to Grey County Council on July 10 by study authors Dr. Lorelei Lingard Cristancho and Dr. Don Eby. The study highlights how the mobile, multi-agency initiative operates differently from conventional health and social services, and how it has made a profound difference for participants and the broader community.
“S.O.S. has had a profound impact in Grey County and neighbouring communities and has led to lives being saved. This study validates years of work that have gone into designing and innovating the program, building relationships and most importantly, building trust,” said Grey County Warden Andrea Matrosovs. “S.O.S. is making a difference because S.O.S. shows up.”
The S.O.S. program brings healthcare and social support services directly to those who struggle to access traditional services, meeting people literally and figuratively where they are. From encampments to parks to community meal programs, the fully mobile service provides integrated, wraparound support, including paramedic and nurse practitioner care, mental health resources, harm reduction services, and social navigation.
“S.O.S. works because no one tries to do it alone. Instead of staying in their silos, health care, social services, charities – even law enforcement – come together, not just to share information, but to solve problems together,” said Dr. Cristancho during her presentation.
Harm reduction is central to the program’s philosophy, addressing not only physical health risks but also the emotional and social harm faced by clients. The study identifies six key philosophies behind the program’s success, such as Trust cannot be rushed, partnerships are critical, flexibility is essential, and mobility bridges gaps, ensuring access wherever the client is.
The study also pointed out that leadership creates room for action, and sustainability requires investment. Co-Author Dr. Eby told the Grey County Council that government support is vital to the program's success.
"You should be extremely proud of the support that you've given to the S.O.S. team over the last four years," Eby explained. "Because again, without political support and backup, these things aren't possible."
Grey County CEO Randy Scherzer pointed out that the dedicated S.O.S. team is a huge part of the program’s success.
"The work you do every day, meeting people where they are, offering care without judgment, and building trust with some of the most vulnerable community members," added Scherzer. "It's nothing short of extraordinary. Your compassion, resilience and dedication are making a profound impact and difference."
The report concludes with a call to action: “The question is not whether S.O.S. delivers what it is purported to deliver; it’s whether there’s courage to sustain it.”
“This report is not a prescription; it’s an invitation. An invitation to see the issue through the eyes of those closest to it. An invitation to wonder: what might it look like if we continued to invest in trust, in partnership, and in the long, slow work of showing up?” added Dr. Cristancho.
Following the release of the report, the program was widely applauded by leaders across Ontario.
“Healthy communities are a cornerstone of a strong economy. The Supportive Outreach Service shows the power of partnerships between business, healthcare and social services, and the Ontario Chamber applauds the United Way of Bruce Grey and its partners for advancing this model of care,” said Daniel Tisch, President & CEO, Ontario Chamber of Commerce. We urge continued investment in inclusive, wraparound supports that meet community needs, particularly in rural Ontario."
“The S.O.S. initiative reflects exactly the kind of innovative, collaborative, and compassionate solution our region needs — and aligns powerfully with the Western Ontario Wardens’ Caucus’ Strategic Priorities," said Amy Martin, Chair of the Western Ontario Wardens’ Caucus. "From mobile outreach to harm reduction and system-wide partnerships, S.O.S. is proof that rural communities can lead in transforming care delivery. This is about meeting people where they are, breaking down silos, and investing in the dignity and well-being of all our residents. It exemplifies our commitment to healthy, resilient communities, and we are proud to support this model as a pathway to lasting change.”
Community organizations echoed the program’s importance.
“Healthy, thriving downtowns depend on more than storefronts — they depend on people, safety, and social infrastructure. The S.O.S. initiative shows how wraparound, on-the-ground support for vulnerable individuals can help stabilize and revitalize our main streets,” said Rachel Braithwaite, Executive Director, Ontario Business Improvement Area Association. "This model strengthens not only lives, but the economic resilience of our communities."
“At United Way Centraide Canada, we celebrate the vital role essential community-based programs like Supportive Outreach Services (S.O.S.) play in building healthy, vibrant, and inclusive communities. As evidenced in the report, the S.O.S. team brings their dedication, their passion, and their creativity to meet the needs of youth and adults in Bruce and Grey County," added Dan Clement, President and CEO of United Way Centraide Canada. "Serving people experiencing vulnerability and those suffering from mental health and substance use issues, S.O.S. has a life-changing impact on individuals and on families. Thank you for your courageous, for your selfless, and for your genuine caring for those that need you the most.”
The report also included heartfelt testimony from those impacted by the program.
“S.O.S. has been a lifeline for my daughter and peace of mind for me. She’s met with dignity, compassion, and care, free of judgment,” shared the parent of an S.O.S. client. "The nurse practitioner and harm reduction team offer expert, respectful support that truly makes a difference."
Francesca Dobbyn, Executive Director of the United Way of Bruce Grey and co-chair of the S.O.S. program, described it as an example of care at its best.
“S.O.S. represents the best of what community care can be — nimble, human, and grounded in trust," she continued. "At United Way of Bruce Grey, we believe real change happens when you show up without judgment and stay long enough to matter. This isn’t charity — it’s justice in action. S.O.S. doesn’t wait for people to walk through the door. It walks through theirs.”
The study was conducted between January and June 2025, featuring 31 interviews with members of the S.O.S. mobile team, staff, partner organizations, County officials, and clients. Ethics approval for the study was granted by the Research Ethics Board at Western University.
The full report is available through the Grey County website as part of the July 10 Committee of the Whole meeting agenda.