How a Calm, Supportive Approach Helped a Young Woman Find Her Way Forward
Sometimes, making a meaningful difference in someone's life requires more than an immediate response. It takes patience, compassion, understanding, and a willingness to meet someone exactly where they are. For Penny Lane Centers' Unarmed Mobile Crisis Response (UMCR) team, a recent call involving a young woman in distress became a powerful reminder of how taking the time to build trust can help someone regain a sense of stability and move forward safely.
UMCR responded to a call regarding a 25-year-old woman who was observed sitting on a sidewalk, crying and speaking to herself. Upon arrival, the team approached her with care and compassion, attempting to understand her situation and determine what support she needed. Initially, the young woman had difficulty engaging in conversation and appeared distracted by internal experiences. She had no visible personal belongings, and her responses made it challenging for the team to gather identifying information or understand her immediate circumstances.
The UMCR therapist conducted an initial safety assessment, during which the young woman denied thoughts of harming herself or others. As the conversation continued, she shared that she had traveled by bus from downtown Los Angeles and intended to return to a facility to retrieve her belongings. However, given her initial difficulty communicating, uncertainty surrounding her living situation, and concerns about her ability to meet her immediate needs, the team consulted with the clinical manager on duty.
Together, they determined that additional evaluation might be necessary and contacted the Psychiatric Mobile Response Team (PMRT) to request an assessment for a possible involuntary psychiatric hold based on concerns about grave disability.
But rather than simply waiting for additional assistance, UMCR stayed by her side.
For the next four hours, the team remained on scene, providing reassurance, monitoring her well-being, and patiently working to establish trust. They gave her the time and space she needed without rushing or pressuring her. Gradually, something meaningful began to happen: the young woman became more comfortable, increasingly receptive to conversation, and better able to communicate her thoughts and needs.
As rapport developed, she became alert, oriented, and able to answer questions clearly. She explained her plan to take the bus back to downtown Los Angeles to retrieve her belongings from the facility. The UMCR therapist conducted another safety assessment, and she again denied thoughts of harming herself or others. With her improved ability to communicate and describe a plan for the day, the team determined that the requested PMRT evaluation was no longer necessary and canceled the request.
The team then focused on helping her take the next steps toward her destination. UMCR provided written bus route instructions, purchased an all-day bus pass, and accompanied her to the bus station. They also supplied clothing, snacks, water, and hygiene products to help meet her immediate needs.
Before leaving, the young woman expressed her gratitude for the team's kindness and assistance. UMCR remained with her until they observed her safely board the bus to continue her journey.
This experience highlights something that makes the work of our UMCR team so important: not every crisis requires the same response, and sometimes the most effective intervention begins with simply being present.
By remaining patient, continually reassessing the situation, and allowing time for trust to develop, the team was able to better understand the young woman's needs and help her identify a practical path forward. What initially appeared to be a situation requiring a higher level of psychiatric intervention evolved into an opportunity to provide individualized, compassionate support.
A heartfelt thank you to our dedicated UMCR team for demonstrating the importance of patience, clinical judgment, teamwork, and genuine human connection. Your willingness to spend four hours supporting someone in a vulnerable moment reflects the compassion and commitment at the heart of Penny Lane Centers' mission.
Sometimes, transforming a life begins with four hours of patience, a listening ear, and a helping hand when it's needed most.
Today, I treated my Unarmed Mobile Crisis Response team to a pizza party. Nothing extravagant. Just pizza, a little celebration, and an opportunity to say, "I see you, and I appreciate the work you do."
Our teams respond to nonviolent crisis calls throughout Los Angeles, often entering unpredictable situations involving heightened emotions, hostility, racial tensions, and individuals experiencing some of the most difficult moments of their lives.
It is challenging work. It is meaningful work. And it is work that deserves recognition.
As leaders, we spend a lot of time focusing on performance, productivity, compliance, and outcomes. All important things. But sometimes, we overlook one of the simplest tools we have for building a positive workplace culture: celebrating our people.
Recognition doesn't always require an elaborate event, a large budget, or a formal employee appreciation program.
Sometimes it's pizza (and a Impossible Whooper No Mayo for our Vegan Staff).
Sometimes it's a handwritten note.
Sometimes it's simply taking a moment to acknowledge the work people do when no one else is watching.
These small moments matter. They create opportunities for connection, strengthen team relationships, encourage collaboration, and remind employees that they are valued beyond their productivity.
And let's be clear: pizza doesn't prevent burnout, solve systemic workplace challenges, or replace meaningful organizational support. But intentional recognition is one piece of creating an environment where people feel appreciated, connected, and motivated to support one another.
Positive workplace culture doesn't happen by accident. We have to create it, nurture it, and participate in it.
Today, we celebrated our first responders. Tomorrow, we continue the work of building a team culture worth celebrating.
At Penny Lane Centers, we know that training is more than just checking a box or fulfilling a workplace requirement. Sometimes, the skills we learn can make the difference between life and death! That became a reality when Penny Lane staff member Tiffany found herself responding to a woman experiencing what appeared to be alcohol poisoning or a possible substance overdose. Drawing on the CPR and emergency response training she received through Penny Lane, Tiffany remained calm and immediately sprang into action. She administered Narcan, provided rescue breaths, and performed chest compressions while following instructions from a 9-1-1 dispatcher until emergency medical personnel arrived. Despite the intensity of the situation, Tiffany credited her training with giving her the confidence and knowledge to respond when every second mattered.
Following the incident, Tiffany reached out to Melissa, Penny Lane's CPR trainer, to share her experience and express her heartfelt appreciation. She praised Melissa's exceptional instruction, explaining that the training helped her remain focused and confident during an incredibly stressful situation. Tiffany shared, "I believe strongly in giving people their flowers," and wanted Melissa and her leadership team to know just how meaningful her training had been. Melissa's response was equally heartfelt, expressing tremendous pride in Tiffany for putting the skills she practiced in class into action. As someone passionate about teaching the American Red Cross curriculum, Melissa was deeply moved to learn that her instruction had helped prepare someone to respond to a potentially life-threatening emergency. She also took a moment to check on Tiffany's well-being, recognizing the emotional impact of such an experience.
This powerful story is a reminder of why CPR, first aid, and emergency response training are so valuable for our Penny Lane staff. While the woman's medical outcome was not confirmed in the emails, Tiffany's quick thinking and willingness to act provided potentially lifesaving assistance until first responders arrived. It's also a wonderful example of the ripple effect of great teaching: Melissa shared her knowledge, Tiffany put those skills into practice, and someone in crisis received immediate help when it was needed most. A huge thank you to Melissa for her dedication to preparing our staff and to Tiffany for her courage, compassion, and quick response.
At Penny Lane Centers, we're not just learning skills, we're empowering people to make a difference, one life at a time!
