I worked as a volunteer in the Crisis Intervention Unit at Toronto East General Hospital for about 2-1/2 years and experienced many situations however, that particular phone call was (fortunately) a very uncommon occurrence.
What a phone call Bell referred to you! You handled it very well and are numbered among the few crisis workers who can say “I made the difference in a person’s living or dying.”
I know from your notes that you are often peeved about things in the emerg and CIU. I agree with most of your complaints and suggestions. Same are being worked on. I hope the reality of this particular call will give you the patience to keep working for us.