When is it ok to break the rules? I'm a bit of a systems person. I think that it's generally helpful to have a known framework to work within - guidelines, policies and procedures all have a place. At the same time, I know that sometimes you have to break the rules to help someone.
Jesus got into trouble for this all the time. All of the gospels record controversies that involve Jesus breaking the Sabbath laws. His perspective is that the Sabbath was made for humankind, not the other way around. The same applies to the formal structures of our social services - they exist to help us assist people who are in need. When they become barriers to helping people, we need to reconsider their first purpose.