For over 20 years, the Critical Incident Stress Management Team has been a steadfast source of strength supporting staff and medical staff through their most challenging moments. In recognition of their dedication, they’re being honoured with a Service Delivery Excellence Award.
Photo (from left to right): Client Partner Neelgagan Dhillon, Client Partner Shannon Walker and Lead Client Partner Bruce Cairnie
Health care’s unpredictable nature and emotional demands can take a toll — that’s where the Critical Incident Stress Management (CISM) Team steps in. This compassionate team offers vital psychological support during health care’s hardest moments — from sudden loss to violent incidents.
“We offer confidential, non-judgemental support after distressing, overwhelming events,” explains Client Partner Neelgagan Dhillon.
That support was never more critical than during a Code Silver at Fraser Canyon Hospital Emergency Department. “In this incident, someone was shot within our Emergency Department,” recalls Len Van Oort, manager, Clinical Operations at the site. “The impact of that event was felt for months and even years beyond the incident day.”
The CISM Team became a lifeline. “They came out right after the incident. They were a presence for our staff — giving support, guidance and a safe space to debrief and talk through what happened,” says Len.
Their arrival allowed staff to process trauma while maintaining patient care: “The CISM Team helped us stabilize and keep Fraser Canyon Hospital running despite the traumatic incident,” Len reflects.
It takes special people full of empathy to meet the demands that crisis response requires.
“The CISM Team puts themselves on the frontlines of some very traumatic and difficult stories and they hold that space in a way that brings healing to staff members,” explains Dale Min, leader, Psychological Health and Safety. “That requires so much courage and vulnerability.”
For Lead Client Partner Bruce Cairnie, this work is deeply personal. For him, it’s a calling – going into a setting and meeting people who have encountered a crisis to help them start to find their way back towards feeling themselves.
Learn more about the team’s inspiring work:
Client Partner Shannon Walker shares that passion.
“Our team offers a chance for folks to sit down and try to process a distressing event and figure out how to keep going,” she explains.
The team admires health care staff for the vital work they do.
“When we meet with individuals working on the frontlines, they are the ones who are going through these difficult experiences, pouring themselves out for patients and families throughout the day. It’s a privilege to be there for them,” Neelgagan says.
Having CISM support, is a comfort to frontline staff and their managers.
In 2024, the CISM Team responded to nearly 350 critical incidents, supporting over 1,000 staff and medical staff — that’s nearly one intervention every day.
Although their work happens behind the scenes, their impact resonates powerfully with those delivering care front and centre.
“The emotional weight that you have to carry to be on your game in a situation, where you are actively trying to save someone’s life is immense,” explains Tracy Stoneson, manager, Clinical Operations at Chilliwack General Hospital. “Sometimes you’re successful and sometimes you’re not. You wear that — you take that home with you.”
CISM support makes it easier to move forward.
“Being able to have somebody come out and talk to my staff after we’ve had something that’s been extremely traumatic – there really isn’t a way to quantify the impact that has for our team,” Tracy says.
Helping people recover after an incident is a passion for the team.
“This work matters because it helps people recover from the inevitably hard things that they’ll have to deal with in their careers,” shares Shannon.
Beyond crisis response, the team also works proactively coaching staff on how to manage distressing events before they happen. They deliver education, build relationships with new staff hired into Emergency Departments and offer Psychological First Aid training across the region. Their 24/7 support system ensures that help is never far when it’s needed.
“We’re the people you can count on to have your back and we will be with you when you’re having a really difficult experience,” says Bruce.
Congratulations to the Critical Incident Stress Management Team – recipient of a Service Delivery Excellence Award.