"
Took us all by surprise,
No, we never saw this coming.
Always were, always will be a hero
In this part it is clear that something very sudden happened such as a murder that she witnessed or a phone call saying he is dead or missing. It wasn't expected at all and even less expected for him to be the one caught in it. The reason why she says he is a hero is because even though as said in the paragraph before he would always try to reduce conflict by handling things differently he was the one who took the fall for the rest of the group and in that sense is like their guardian angel since he protected all of them by dying. This leaves the girl in shock and despair and maybe even guilt.