In the dead of winter, with emergency shelters stretched beyond capacity, Justine, a young social worker, handles calls from distressed families at an impersonal call center. Every decision becomes a dilemma between administrative protocol and human urgency. When a particularly critical situation hits her full force, the rules she applies daily begin to waver. Caught between her superiors, an exhausted system, and her own conscience, Justine is faced with a choice that could change everything—for others, and for herself.