A critically ill child, accompanied by her parents, was being transported from the ICU to the operating room on another floor, under emotionally wrenching circumstances. A plant engineer was summoned to operate the elevator to ensure the family a non-stop transition between floors. Later that day, a nursing house manager who had been trained to reach out to staff involved in unsettling events realized he hadn’t checked in with the plant engineer. He sought him out in his basement workspace and discovered him alone there, sobbing. The quiet conversation that ensued provided an opening for the plant engineer to share his distress at witnessing the parents’ extreme pain, and his grief at the acute realization that he could lose his own daughter, the same age as the couple’s child. Before they parted, the engineer expressed deep gratitude to the manager for reaching out, and he confided that he hadn’t planned to return to work the next day.1