When Crisis Assistance Ministry named Dalong Sivongxay its 2026 Employee of the Year, she did not immediately realize the announcement was about her.
“I was completely shocked,” Dalong said. “I didn’t even know Carol Hardison, Chief Executive Officer, said my name.”
Her name, she explained with a laugh, is often misheard. “My name sounds like a lot of things and phrases. So I always get all day long or all along. So I thought Carol said, ‘All along, it’s been you for the year.’”
Then it sank in. The recognition was hers.
For Dalong, a Financial Assistance Specialist who has spent more than 11 years serving at Crisis Assistance Ministry, the moment was unexpected. Her career has been shaped not by a desire for recognition, but by a consistent focus on doing the work, supporting customers, and helping wherever she is needed.
Dalong’s path to Crisis Assistance Ministry began with what she calls “pure luck.” Before joining the organization in 2013, she worked in retail, a field she had been part of since she was 15 years old. She grew up in Rochester, New York, studied fashion merchandising at Ohio State University, and spent time in New York City before eventually making Charlotte home.
At the time, Dalong was working retail and walking her dogs on a day off when she met a neighbor who happened to be a recruiter. Their dogs were playing together when the neighbor asked whether Dalong was looking to make a career move.
“I was really lucky to get this job,” Dalong said. “She’s like, ‘Oh, I’m a recruiter. If you’re interested in any jobs or are you looking to move anywhere career-wise, let me know.’ And that’s how I got into Crisis. So it was just like pure luck.”
The recruiter connected her with an opening for the Free Store Manager position. Dalong had only lived in Charlotte for a few years and was not familiar with Crisis Assistance Ministry at the time. Still, after asking around and hearing positive feedback from coworkers, she applied.
She interviewed with Jackie Cunningham, Chief Customer Experience Officer, who was her first manager at Crisis Assistance Ministry and remains her manager today. That relationship, along with the mission of the organization and a healthy work-life balance, has helped keep Dalong committed to the work for more than a decade.
“Management,” she said, when asked what has kept her at Crisis Assistance Ministry. “I love working under Jackie, the mission of the agency, and then the work-life balance.”
Dalong began her tenure in the Free Store, where she helped customers shop for clothing and household goods. Her retail experience was useful in the role, but the work became much more personal than anything she had done before.
One of her strongest memories is helping children find clothes for school. Dalong understands that experience firsthand.
“I grew up poor. Clothes was important,” she said. “I hated hand-me-downs from my cousins because I didn’t get to pick what I wanted. So when they come in the store and they get to pick what they wanted … you see that.”
For a child, being able to choose their own clothing can mean much more than simply receiving something they need. It can offer dignity, confidence, and a small sense of normalcy during a difficult time. Those moments stayed with Dalong and continue to shape how she approaches her work with customers.
Her role changed significantly during the COVID-19 pandemic. Like many organizations, Crisis Assistance Ministry had to adapt quickly as in-person services paused and new systems were developed. The Free Store closed temporarily, and staff worked to find new ways to serve customers safely.
“Everything was closed. They couldn’t figure out what to do,” Dalong said. “The Free Store was just closed. So they had to figure out what I could do.”
Dalong began helping with phone calls, customer communication, and online applications. As Crisis Assistance Ministry adjusted its processes, she stepped in where needed and gradually moved into work supporting the financial assistance team.
“I was just filling out pockets of whatever they needed me to do,” she said. “I think that’s how I got my title now. I was just supporting the financial side.”
Today, Dalong helps customers navigate the financial assistance application process. Her work includes reviewing eligibility, answering questions, and helping people understand what resources may be available to them. While much of this work happens through phone calls, applications, and computer systems, the impact is deeply personal.
Dalong knows that customers often come to Crisis Assistance Ministry during some of the most stressful moments of their lives. A family may be facing an eviction notice, a utility disconnection, or a financial emergency that has left them unsure where to turn. She tries to provide clarity before they spend additional time waiting for an appointment.
“I like to screen them before they come in because I hate for them to come in and wait and be told that unfortunately you’re not able to apply because you don’t meet the criteria,” she said.
That attention to the customer experience reflects Dalong’s approach to service. She wants people to have accurate information, understand their options, and feel respected throughout the process—even when the answer is not the one they hoped to receive.
When asked what has kept her at Crisis Assistance Ministry, Dalong pointed to the leadership of Jackie Cunningham, the organization’s mission, and a healthy work-life balance.
That steady commitment is part of what made her Employee of the Year recognition so meaningful. The award honors her dedication, adaptability, and care for customers, but Dalong is quick to recognize the people around her.
She is grateful for coworkers who are always willing to jump in—whether that means helping a customer, taking on an unexpected project, serving on a committee, or volunteering at a special event. She also credits the support, encouragement, and growth opportunities she has received from her management team, past and present.
“I’m truly grateful for the teamwork, collaboration, and friendships I’ve built here,” she said. “I’m honored to receive this recognition and thankful to be part of such an amazing team.”
From a chance conversation with a neighbor to a decade of service to Charlotte families, Dalong’s journey reflects the power of showing up, adapting to change, and putting people first.
And while she may have initially thought she heard the phrase, “All along, it’s been you,” the recognition feels fitting. For years, Dalong has quietly been there—helping customers, supporting her team, and advancing the mission of Crisis Assistance Ministry one interaction at a time.