Feature -- by Mark Sproxton

Sobbing uncontrollably in a chair, the dark-haired 20-year-old struggles with her words. "...stole my credit card... $3,000... police don't believe..." Eventually, the entire story of her unfortunate trip to Calgary comes out.

That's where Norma Donnelly, the City of Calgary's Crisis Intervention Specialist, takes over. The young woman needs help getting back home, and more immediately, recovering the costs illegally charged to her credit card. After a thorough discussion, calls to the card company, the police and a few others, Donnelly determines the story to be true, and a plan of action. Soon, the woman's difficulties are on the way to being resolved.

"I'm a reactor," the city hall-based social worker explains. "I respond to crisis social issues within the municipal building and the corporation. I work in the short-term and deal with any situation that comes in." Those situations could also include helping people deal with a disaster like the Hub Oil explosion, connecting families who have fallen on hard economic times with food and shelter providers, or filling in the social services holes where community groups have gaps.

"A big piece of the job is to act as a consultant for other agencies in the community," she said. "When community groups have clients they don't know what to do with, they call (me). We try to work together as a team over and above the client issues."

Working for people in need was always Donnelly's goal, but not for those requiring social service help. Her first dream was to become a nurse, but a leg injury forced her to reconsider that career path. After much thought, and considering factors such as work opportunities and marketable skills, she decided on social work. After completing a diploma in the Maritimes, she moved to Calgary.

While here, she happened upon several folks from back home by chance at a downtown drop-in centre, a place she hesitantly visited for a work opportunity. These folks knew Donnelly and her family, and she was able to find some of them the help they needed. "Going to the drop-in centre changed the direction of my life," she said. From there, she spent 16 years working the front lines, helping establish programs such as job-matching opportunities, anger-management groups, and encouraging people to take part in what was offered.

"I learned how to deal with people on their level and empower them to take some responsibility," she said. "All you can do is educate them and hope they realize their options. You are never going to force someone to change." Along the way she continued to educate herself as well, completing a bachelor of social work at the University of Calgary and her masters at Dalhousie University.

While she continues to find the job exhilarating, Donnelly said the work is far from easy. "You have to make a decision between what's a crisis, and what's a panic, and how to deal with the two. And sometimes you have to do things that are not pleasant. I've had to say 'you're not parenting your children properly and I need to tell you I have to call child welfare.' To hear them scream and cry and ask you why.... Saying no is sometimes necessary."

Working Monday to Friday, Donnelly's schedule changes daily. Sometimes working long hours and long days are required. Dealing with emotionally difficult circumstances can add up too. "There are times you need to know when to take a break. Being a social worker means you are using yourself as a main tool. And you need to be able to do (this) with passion or you won't be able to last."

While the organizations offering social services may change, the 22-year veteran of the field knows many future opportunities for those wanting to pursue this type of social work lie ahead. "There will always be crisis, whether disasters, or on a family or individual level. People and times change, but the issues stay the same."