Janell Burk took a phone call from veteran who verbalized suicidal ideation and was adamant that he was not to be transferred to the crisis center or anyone else. She remained on the call and addressed the veteran's concerns while alerting other team members to this issue.
Janell continued talking with the veteran in a calm, conversational and sympathetic manner while asking about current stressors , his verbalization of unsafe living conditions, the surroundings of where he lived, activities he liked to do, neighbors close by, all the while gaining valuable information that enabled other staff members listening to direct police response to the right location. Janell made sure that the patient knew that experienced help was on the way and stayed on the call with patient until the police arrived, and she had spoken with responding officers herself. This call lasted over one hour and throughout this conversation it was evident that she was invested in the veteran's well-being and would do what it took to make sure that he was safe and secure before hanging up.
Multiple staff members observed the call and expressed appreciation for her dedication and commitment to this veteran and his situation. This reminds us that we may never know the impact we play in our veterans lives or the stresses they are facing and shows how one person can change a life by their actions if they do the right thing.