From left to right: Grey County Warden Andrea Matrosovs, Dr. Don Eby, Dr. Sayra Cristancho, Heather Prescott, Sandra Holyer, Mackenzie Gray, Mustapha Hamdan, Francesca Dobbyn, Kevin McNab, Scott McKay

Western University Centre for Education Research & Innovation has released a new study on the award winning local Supportive Outreach Services (S.O.S.) program Meeting People Where They Are: The S.O.S. Story of Community Impact. This report highlights how S.O.S. operates differently from conventional health and social services and the powerful impact the program has had on participants and the broader community.

Download the report here:

Watch the Grey County Council Presentation

The study report was presented to Grey County Council by its authors Dr. Cristancho and Dr. Eby at the July 10 committee of the whole meeting.

“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 is a multi-agency initiative that brings services directly to people who struggle to access services in the traditional way, meeting them where they are, both literally and figuratively.

SOS is not a new service, but a combination of services rooted in reimagining how existing systems can be leveraged to support better outcomes for communities. As communities seek ways to address overlapping crises in housing, health, and social inclusion, the S.O.S. experience offers not just a promising model, but a “powerful call to act differently”.

The bedrock of S.O.S is its commitment to building trust, access to sustained, low barrier care and quick action, embedded in community. By working with people, rather than treating patients, S.O.S. ensures it works with ongoing respect and support for clients. Beyond medical treatment, SOS provides true lasting wrap around support through mental health and social navigation supports alongside paramedic and nurse practitioner care. S.O.S meets people where they are at – be that in a park, in encampments or in community meal locations. S.O.S. is a fully mobile format.

“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 to Council.

Harm reduction is central to S.O.S. This means mitigating all harm clients face in their lives; physical, emotional and social. The S.O.S teamwork across sectors providing advocating for and linking clients to treatment be that through addiction supports, advocating in hospitals for clients and supporting clients through trauma.

The study identified that the success of SOS is based on six key philosophies; lessons that others can use to help support similar initiatives elsewhere:

1. Trust cannot be rushed – Relationships are foundational, not optional.
2. Partnerships are critical – Impact is amplified through trust and collaboration.
3. Leadership creates room for action – Empowering leaders enable bold innovation.
4. Flexibility is essential – Effective care adapts; it doesn’t follow a script.
5. Mobility bridges gaps – Geography should not determine access.
6. Sustainability requires investment – Goodwill is not a long-term strategy

The report states that S.O.S demonstrates the potential of mobile, integrated models of support to transform lives and strengthen community resilience. The report goes further to note that communities across Canada and beyond should learn from SOS as a promising model of service delivery.

The report concludes with a powerful 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?” said Dr. Cristancho.

The S.O.S program is being lauded by several leaders across the province following the release of the new study, including the President & CEO of the Ontario Chamber of Commerce, Chair of the Western Ontario Wardens’ Caucus, President of the United Way Centraide Canada, Executive Director of the Ontario Business Improvement Association, and .

The report was conducted between January and June of 2025. The study team conducted 31 interviews with members of the S.O.S mobile team, staff, leaders from partner organizations, County officials, and S.O.S clients. The project received ethics approval from the Research Ethics Board at Western University.

Meeting People Where They Are: The S.O.S. Story of Community Impact is available in full on the Grey County website as part of the July 10 Committee of the Whole meeting agenda.

 Quotes:

“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. We urge continued investment in inclusive, wraparound supports that meet community needs, particularly in rural Ontario.” Daniel Tisch, President & CEO, Ontario Chamber of Commerce  

“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. 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 wellbeing 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.” Amy Martin, Chair, Western Ontario Wardens’ Caucus

“Healthy, thriving downtowns depend on more than storefronts—they depend on people, safety, and social infrastructure. The S.O.S. initiative shows how wrap around, on-the-ground support for vulnerable individuals can help stabilize and revitalize our main streets. This model strengthens not only lives, but the economic resilience of our communities.” Rachel Braithwaite, Executive Director, Ontario Business Improvement Area Association

“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 SOS team brings their dedication, their passion, and their creativity to meet the needs of youth and adults in Bruce and Grey County.  Serving people experiencing vulnerability and those suffering from mental health and substance use issues, SOS has a life-changing impact on individuals and on families.  Thank you for your courageous, for your selfless, and your genuine caring for those that need you the most.” Dan Clement, President and CEO, United Way Centraide Canada

“SOS has been a lifeline for my daughter and peace of mind for me. She’s met with dignity, compassion, and care—free of judgment. The nurse practitioner and harm reduction team offer expert, respectful support that truly makes a difference.” Parent of an SOS client

“Like many communities across Canada, our rural region faces numerous health care challenges including the ongoing opioid crisis, mental health issues, homelessness, and chronic diseases. This program addresses these challenges head-on through a rural lens to break down barriers to accessing healthcare. This recognition is a testament to the innovation and dedication of the United Way of Bruce Grey team as they work to address these serious social issues and build a more resilient community.” James Scongack, Bruce Power’s Chief Operating Officer and Executive Vice President.

“S.O.S. represents the best of what community care can be—nimble, human, and grounded in trust. 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.” Francesca Dobbyn, Executive Director, United Way of Bruce Grey, Co-chair SOS Program