Lessons in Empathy

By Gordon Low

The Spring Co-op opportunity was an invaluable and profoundly impactful experience that has significantly shaped my professional trajectory. While it is difficult to fully capture the extensive value I gained from this opportunity, it undoubtedly equipped me with essential practical skills, industry insights, and a broadened perspective that will inform my future career pursuits. Over the course of four months, I worked in a dynamic office environment, collaborating with a diverse team of colleagues and interacting with clients. Each interaction presented valuable lessons that have contributed to my development as a professional. From mid-January to mid-April, I had the privilege of serving as a Program Assistant at Richmond Cares, Richmond Gives (RCRG), within the Seniors Community Support Services (SCSS) department.

In my primary role, I focused on helping with the Shop-by-Phone program, as well as assisting the Better at Home Program Coordinator, both of which presented unique challenges and valuable learning opportunities. As a member of the Shop-by-Phone team, I assisted clients with their grocery orders, ensuring that items were according to seniors’ preferences, as well as shopped and delivered in perfect condition. This role required a high degree of diligence, as the accuracy and quality of orders directly impacted client satisfaction. Effective communication, both in-person and via phone, was crucial for clarifying complex orders, as well as managing substitutions when stock was unavailable. This experience also underscored the importance of problem solving and time management, especially when the Coordinator required me to multitask with multiple client orders at once.

In addition to my primary responsibilities, I also contributed to the Better at Home program, assisting the Program Coordinator with client intake processes. Funded by the United Way and the Province of British Columbia, Better at Home aims to provide services and resources tailored to the specific needs of seniors, including light housekeeping, transportation, and friendly visiting. As an assistant, I conducted phone calls with clients, letting them know that, after a period on our waitlist, they would now be able to access light housekeeping support. I’d then attend intakes to detail the price of the service and share information on the homecare company contracted to provide it. I also helped with the recruitment of friendly visitors by contacting their references and confirming each volunteer’s suitability for the role.

These tasks required me to ensure that seniors received the necessary support through Better at Home, which included setting up and breaking down event venues, distributing materials, and ensuring participant safety. Furthermore, I had the opportunity to attend and assist with information sessions at the Minoru Centre for Active Living and South Arm Community Centre. These sessions aimed to promote RCRG’s services, including the Better at Home program, and allowed me to engage with the community while sharing valuable information about the support services available to seniors.

For the Caregiver Hub, my responsibilities involved supporting the Caregiver Navigator with hosting events – both virtually and in person. This included setting up Zoom meetings for regular Arm Chair Yoga and Breath Work & Meditation sessions, and helping guests participate in biweekly seminars. For in-person workshops, I was responsible for setting up and taking down the venue, and interacting with participants, ensuring they were satisfied with the event and providing translation when necessary.

The dynamic nature of the co-op further enhanced my problem-solving and critical thinking skills. When working with the Shop-by-Phone program, I frequently encountered unforeseen challenges such as item unavailability or an unclear client preference on an order sheet. In these instances, I had to act swiftly by consulting the program coordinator and determining appropriate solutions to take. This process often involved contacting clients by phone to ensure they’d be satisfied with alternative brands if the original were out of stock, which underscored the importance of customer satisfaction and allowed me to refine my critical thinking skills. These experiences taught me how to perform under pressure and make well-informed decisions while ensuring the clients maintained maximum satisfaction.

Moreover, my role provided valuable exposure to diverse communication demands, often involving translation from English to Chinese. Daily interactions with volunteers, staff, and clients gave me opportunities to solve tough situations in a timely manner. Whether coordinating with volunteer shoppers or addressing client inquiries, these instances helped improve my active listening and ensured that my responses were thoughtful, clear, and spot on. This skillset is essential for success in any professional environment where time is of the essence.

The most impactful lesson from my co-op experience was applying empathy. On my first day, my supervisor highlighted the significance of empathy when engaging with people to better understand their perspectives. Embracing this approach, I quickly realized that empathizing with clients is a powerful means of building trust and cultivating positive relationships. A notable instance of this occurred while working in the Shop-by-Phone program. Each client had preferences for the products at PriceSmart and Safeway, and when certain items were unavailable, I ensured clients felt heard and understood during my phone calls with them. By actively listening and expressing genuine concern for their shopping experience, I was able to maintain satisfaction with clients even in challenging situations involving order errors or product substitutions.

In my work with the Better at Home Coordinator, I further developed this empathetic approach by reaching out directly to seniors who were facing social isolation. I learned that providing a compassionate and patient presence helped create an environment of trust and support for these individuals. Whether guiding participants to seniors’ lunches or working to help match a friendly visitor, empathy allowed me to connect with participants on a deeper level. For example, I was surprised to hear seniors share valuable life advice about my future aspirations. Moreover, upon learning they had a similar academic background to mine, they generously offered information on their own careers and the steps they had taken to achieve their goals.

Their guidance not only enriched my understanding of their experiences but also provided me with critical feedback on improving my own communication skills, such as demonstrating sympathy and being authentic in my interactions. This ability to apply empathy will be a vital asset as I continue to grow professionally and engage with diverse individuals throughout my career.

Reflecting on this experience, I am profoundly grateful for the opportunity to contribute to an organization dedicated to improving the lives of others while simultaneously advancing my own career trajectory. Furthermore, the co-op has broadened my understanding of community-based work and the importance of social responsibility. The experience has also expanded my professional network, connecting me with colleagues, supervisors, and community partners who can offer guidance and support as I continue to pursue my career goals. These connections are invaluable and will undoubtedly serve as a source of mentorship and advice in the years to come.

Thank you everyone, and wishing you all the success.

Gordon Low joined RCRG as a co-op student from January through April 2025.