"When faced with a choice about what to do...
always do the most caring thing."
We must always choose people over processes and procedures (and you are reading this from a guy who loves processes). Policies and plans are great, but in ministry they are not the goal.
The goal is to love others (out of a motivation to glorify God). Procedures are tools to help us reach that goal, but we must lead with practical love, not with the policies.