Hailey's Story: The Help We Didn’t Know We Needed
When Hailey and Jack* first reached out for help with their ten-year-old daughter Lily’s* aggressive behaviour, they didn’t know where to start, just that they felt overwhelmed, exhausted, and afraid.
“We called the crisis line, and that’s how we found Starling.”
The family was soon connected with an Intensive Family Support Worker with Starling’s Partners Program. “At first, I just wanted to fix things,” Hailey admits. “To get Lily to change and get better. But then the focus shifted to us as parents, and we realized that’s where the work had to begin.”
Through weekly check-ins, home visits, and a deep partnership with their worker, the family learned to start seeing each other—and themselves—differently. “It was hard at the beginning,” Hailey says. “But if we hadn’t been met with so much empathy and support, and someone who saw and heard us for all of what we are, it would have been so much harder.”
Hailey explains that one thing they knew was missing was finding joy in everyday things together, and one of their breakthrough assignments was to try to find delight in each other again. “We didn’t want that to be overlooked anymore,” she says.
She also acknowledges the importance of going into their sessions with honesty and a willingness to try. “We just needed someone to say, ‘We’re here and we’ve got you,’ and our worker did that. She was so patient and kind, and that made all the difference.”
Today, Hailey knows they’re still at the beginning of their journey, but the family’s
communication is stronger and filled with more empathy, and tools for improvement. “Now, when Lily can’t express herself, I can see past her behavior. I can give her space, tell her it’s going to be ok, and celebrate when she does something hard. That’s huge.”
Hailey adds that it’s ok to realize that you can’t do this alone. “There are people who will walk with you. I hope our story helps someone else feel less alone, and shows them taking the first step towards healing is possible.”
* Hailey, Jack and Lily’s names have been changed to respect the family’s privacy.
Community Impact
Partnership with Crow Shield Lodge
In October 2024, Starling launched a meaningful partnership with Crow Shield Lodge and Waterloo Regional Police Service (WRPS) to pilot a culturally-rooted, land-based diversion program for Indigenous youth. This initiative was designed to help urban Indigenous youth reconnect with themselves through culture, land, community, and the guidance of traditional teachings, medicines, and community mentors. Youth engaged in a range of experiences including sharing circles, traditional skills/learning, leadership development, and cultural practices all offered in safe, welcoming, and identity-affirming spaces. This collaboration is a powerful example of what’s possible when community, care, and culture come together.
Birchlands Step Up Step Down Program
In January of 2025, we launched Birchlands Step Up Step Down. This 7-bed intensive live-in treatment program supports youth aged 12-17 years, who are either stepping up from community-based services or stepping down from intensive treatments such as hospital stays. Birchlands includes a variety of specialists including a substance use counsellor, therapists and a registered practical nurse to help support youth through the program and in their transition home. Its success is evident by a growing waitlist for service, and the attention it has attracted from other agencies wanting to learn more and potentially launch similar programs in the future.
Improved Wait Times for Front Door
Over the year, the Front Door team implemented new strategies to ensure children, youth, and families are connected to the right mental health care efficiently. We’ve created direct pathways to some services after consultation with Grand River Hospital’s Child and Adolescent Outpatient Unit, Waterloo Region School Boards, Camino Wellbeing, and other Starling programs. Despite steady levels of need in the community, wait times at Front Door have significantly improved. Individuals and families reaching out for service now receive an assessment within one to two months as opposed to the four to six months that was standard last year.
“I’ve worked at Starling Community Services in various mental health services roles for over a decade and I’m incredibly grateful for the many clients who have allowed me to be a part of their journey. It’s inspiring to witness the resilience and strength that can often come from challenges. We have a unique culture here and it amazes me how everybody truly cares about strengthening the lives of their clients and the community. I appreciate the opportunities Starling has provided me to support growth in my career and I look forward to continuing this trajectory.”
My role is to walk alongside families like Lily’s* and help them feel seen, heard and validated. Supporting them as they gain and implement new skills is incredibly rewarding.