By Matt Patterson, The Oklahoman
Original publication date: Dec. 31, 2010  

Oklahoma City — Kelly Garrett knows the holiday season can be a rough time for some people, but she’s more than happy to talk to them about their troubles.

The 911 operator has been taking calls at the Oklahoma City Emergency Communications Center for 12 years now.

This time of year, the operators often get calls from people who are depressed, considering suicide or simply wanting to talk to another human being.

“We get a lot of those calls around the holidays and full moons,” she said.

Garrett said the best skill she has as an operator is to listen and decide whether to send an officer or rescue workers to the caller’s location.

“That’s where your instincts are important,” Garrett said. “You talk to them, and you listen. Based on that, you get a feel for what’s going through their mind.”

Garrett said if a caller is suicidal, an officer is dispatched. The Oklahoma City Police Department’s Crisis Intervention Team is made up of officers trained to deal with people who are suicidal.

A few years ago, Garrett said, a caller simply told her “I’m done,” and hung up the phone.

She found out later he killed himself shortly after making the call.

“I think if I would have been afforded the opportunity to talk with him longer, it might have made a difference,” Garrett said. “Those are the ones that are heartfelt, and you think about. But on the calls where you do make a difference, it feels really good.”

The operator’s goal is to keep the caller on the line until officers arrive or it’s clear the person is no longer a threat to himself or someone else.

“The way the system is set up we can distribute calls to keep someone on a call with someone who is thinking of hurting themselves,” day shift supervisor Larry Klein said. “That’s valuable because we want to do whatever we can do to prevent that, and sometimes just listening to them is the best way.”

Klein said some people call to let others know what they’re planning to do.

“They just don’t want to be alone or they simply want someone to know what they’re going to do,” he said. “Again, in those situations, it’s about listening and using the right language to talk to them.”

Often, operators will refer callers to organizations such as Heartline, the Crisis Center or Helpline.

Heartline Executive Director Tom Taylor said that organization sees a peak of callers with depression right after the holidays through April. The suicide hot line receives about 5,000 calls a year, he said.

Heartline operators also answer the state’s gambling addiction hotline and its social services 211 line.

“We generally see an increase in all types of calls right after the holidays are over,” Taylor said.

“In some cases, it’s people who have financial problems and need help with bills. Sometimes it’s people who spent time with friends and family around the holidays but are alone again. It really isn’t just one type of call or problem; it’s a variety.”

Copyright © 2010 LexisNexis, a division of Reed Elsevier Inc. All Rights Reserved. Terms and Conditions, Privacy Policy