Building and Leading a Team with Heart
Some people’s careers seem to follow an invisible thread. For Jessica Barboza, that thread is unmistakable: caring for others.
Long before becoming Director of Operations at Aux trois sentiers, she had already chosen—often without even realizing it—to devote her energy to supporting those around her. Today, that same desire to help, listen and care for others continues to guide every decision she makes.
“My ultimate goal has always been to help people.”
Over the years, that purpose has taken many forms. For more than a decade, Jessica worked as an executive assistant supporting senior leaders—a role she loved because it allowed her to wear many hats, from human resources and communications to project management and relationship building.
At 24, she left Quebec to spend a year in England, immersing herself in the language and culture to improve her English. The experience profoundly changed her outlook on life. Working for a family-owned business, she gained hands-on experience in business development, customer service, translation, marketing and international relations.
“I was given free rein. I learned so much about myself, and it gave me tremendous confidence.”
Back in Quebec, Jessica continued her professional journey at Gaz Métro—now Énergir—where she spent twelve defining years. First as an executive assistant and later as an executive compensation advisor, she earned a reputation for being meticulous, dependable and discreet. It was also there that she met leaders who became true mentors.
Then life prompted her to rethink her priorities.
After a brief experience at Bombardier, she decided it was time to slow down. Taking a step back from work gave her the opportunity to reflect on what she truly wanted from the next chapter of her career.
“I wanted to find work where people came first.”
At the same time, Aux trois sentiers was looking for temporary support to develop its employee handbook and establish its first human resources policies and tools.
Jessica accepted the assignment.
She had no idea that only a few weeks later she would step in as Interim Executive Director before being appointed Director of Operations the following year.
“At first, my main motivation was the opportunity to work with Catherine Bourdages again. We had worked together at Énergir, and I knew how deeply she had devoted herself to this project from its very beginnings. Before long, I found myself equally inspired by the mission. Caroline Ouellet, our founder and president, placed her trust in me from day one, and little by little, Aux trois sentiers became my project too.”
She helped recruit the organization’s first employees, build its operational processes, and played an active role in developing the Rapid Response Unit (RRU) during a period of rapid organizational growth.
While Jessica’s professional path led her toward leadership, it is her personal story that has shaped the person she is today—a story deeply intertwined with her grandparents, who have always held a special place in her heart.
A Family Caregiver… Without Even Realizing It
She shared a close bond with them throughout her life. They lived just down the street for many years, and while attending university, she even moved into the apartment on the lower floor of their home. Later, she and her husband helped care for the building where they lived.
Over time, their roles gradually reversed.
The people who had cared for her as a child became the people she would care for in return.
“My grandfather was the love of my life.”
As the years passed, his health slowly declined. Jessica experienced what is often called anticipatory grief, accompanying someone she loved through the final stages of life while learning to live with the knowledge that their time together was coming to an end.
Today, she remains deeply involved in her grandmother’s life, visiting her whenever she can. She treasures watching her own children spend time with their great-grandmother, knowing how precious those moments truly are.
For many years, however, Jessica never thought of herself as a family caregiver.
It was a colleague who finally pointed out that she had been fulfilling that role for years.
“Family caregivers tend to underestimate everything they do. Yet they carry an enormous responsibility.”
That realization changed her perspective.
“Caring for someone who is seriously ill or losing their independence means grieving before the loss itself. It’s a responsibility that never truly ends. It stays with you every single day.”
To Jessica, the healthcare system depends in large part on the thousands of family caregivers who support a parent, spouse, friend or neighbour every day.
“We need to care for them too. They do extraordinary work, often behind the scenes.”
Another Way of Caring
Although Jessica doesn’t provide direct patient care, her personal experience profoundly shapes the way she leads.
“I bring my whole self to work. My personal experiences are part of the leader I am.”
She believes those experiences have made her a better listener, helped her better understand what families are going through, and allowed her to support her teams in more meaningful ways.
Her role is to create the conditions that enable healthcare professionals to provide the very best care possible.
When asked what she is most proud of since joining Aux trois sentiers, her answer comes without hesitation.
“The team.”
She thinks about everyone she has recruited, mentored and watched grow.
She thinks about the challenges they have overcome together.
She thinks about the trust her colleagues place in her every day.
“The people around me are what keep me going. Together, we’re capable of getting through so much.”
Then she adds a few words that perfectly capture what drives her.
“We have the privilege of accompanying patients through the final moments of their lives and providing their last care. It’s an immense responsibility. I’m incredibly proud to support the teams who make that possible. And when patients or their loved ones take the time to thank us, it’s the greatest reward I could ever receive.”
Behind the operations, the processes and the management decisions is a woman who has never lost sight of what has guided her from the very beginning: caring for others. At Aux trois sentiers, that calling remains at the heart of everything she does.
