I was recently on a suicide call with Laura. The member was a 16-year-old reporting having cut his wrist. Laura was patient, attentive, compassionate, and she maintained a therapeutic tone the entire call. Laura was able to distract the caller by focusing on topics that interested the caller (bikes, school, mathematics). While it was a routine call, it still makes any care provider uneasy contemplating the "what if?" In Laura's case, she managed to control the caller and kept him at ease until the police and EMS arrived to take care of the member.
I understand that Laura is a new hire and is off to a great start. Her actions exemplify what training and management teach and encourage. This is an example of the expectations for the AACC. Laura has proven she will be a good addition to the AACC team.