It is a really sad case and the person on the phone probably wasn't attentive or sympathetic enough.
How do you think they should have handled it? Obviously, with more genuine interest and sympathy although- bear in mind- he didn't seem to be threatening suicide initially. He was asking for advice on how to stop self harming. You would have thought there would be things on file they could suggest. I don't know. It doesn't sound great but on the other hand, I'm not sure if these 'helplines' can even realistically help everyone.
In another way, I do feel kind of sorry for people taking these calls. I expect that won't be a popular opinion here. But- people get frustrated when they call the police on them but- here's an example of why! If they end up dying or threatening to kill others, that person will no doubt be scrutinised and even blamed! I don't absolutely understand why anyone would even want that job with that kind of pressure!
Also- it's no wonder they do read from scripts (it sounds like.) If they've followed the script but the person kills themself- they can't be found liable- surely? But, if they go off script, that can probably get them in trouble for not following correct procedure.
It's like, I can understand the criticism of these lines and I definitely don't think they should be held up as the miracle cure they are. But, I also sort of feel sorry for the person on the other end. They've got minutes to assess a person with possibly very complex psychological problems. Could an actual therapist/ psychiatrist even do that over a few minute phonecall?!! Yes, you'd hope they'd be a good listener, patient and kind but, it's also asking a massive amount of someone I think to be able to make the right assessment each time.
Truly- would you fancy it? Trying to work out primarily whether this person will hurt themselves or others. Would it even be good for them to section them though? That's surely the safest bet if you feel unsure. I don't actually know how they manage that side of it.
www.abc.net.au
