Sometimes change begins with a phone call.

In March 2025, a woman reached out to United Way Bruce Grey (211 referred her to us), looking for help with her utility bills. She’d hoped to qualify for the Low Income Energy Assistance Program (LEAP), but her household income was just over the threshold. That meant she didn’t qualify, even though both her hydro and gas bills were in deep arrears.

She was frustrated. She felt like she’d run out of options.

That’s when she connected with Caroline, our Financial Literacy Coordinator. There was no judgment, just a quiet, supportive space to figure things out. Together, they sat down and built a budget. They looked honestly at what money was coming in, what was going out, and where things could shift. They talked through next steps and strategies that could work in her real life.

Within hours of that conversation, she’d taken action.

She didn’t wait until Monday. She didn’t hesitate. She got busy.

Our team connected her with resources to help reduce her arrears. We were able to secure support to lower both her hydro and gas debts, shortening the repayment period and helping her get back on stable ground. Her drive and determination were very admirable.

Later, we received an email from her. A few simple lines that said everything:

“I am at a loss for words—which doesn’t happen often.
Thank you so much. It is greatly appreciated.
Thank you Caroline.
Thank you Karen.
Thank you Francesca.”

Her story isn’t rare. But her response? Her courage? That’s something we’ll carry with us.

Sometimes it just takes one conversation to change the direction of someone’s day—or their life