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Moments that matter

Help is just a phone call away.

The truth in this statement is illustrated by a recent experience one man had involving our skilled team at Indiana 211. It’s a story that illustrates the importance of personal and mental well-being and how simple acts of kindness and “just being there” can mean so much to our fellow Hoosiers.

Indiana 211 crisis specialist Kim fielded the initial call from an elderly Hoosier.

“The caller needed assistance because he had been stuck in the bed for about three days because of a recent leg injury,” said Kim. “I assessed the caller’s safety and well-being, consulted with my team, and requested someone call dispatch to have medics sent to assist him. I waited on the line with the caller. We had some small talk to help pass the time until help arrived.”

Soon after, the same caller followed up from the hospital, and this time spoke with Matt Fertucci.

“(The caller) provided details of how he had issues with his leg and had called us earlier and spoke with a wonderful woman who called an ambulance so he could get to the hospital. (Kim) took care of everything and was so helpful and kind, and he expressed how grateful he was for her and our service.”

Matt also said that, additionally, the caller identified having very limited supports, and only one specific friend he speaks to and sometimes visits with.

“I think the main reason for calling was to have someone listen and basically be there for him during this time,” Matt explained. “The caller seemed lonely and just wanted someone to talk to.”

“The caller is now in a rehab center and does not have those social relationships or supports. He calls almost nightly, and we help fill in the social need in his life,” said Matt. “I and other counselors are familiar with this caller, and he often is a blessing to us as much as we are a support and blessing to him. He seems to enjoy laughing and making us laugh. It's amazing how appreciative he is every night just for us to take the call. This caller always thanks us for listening and talking and expresses how he is so thankful for this program.”

“He likes karaoke, and even has a karaoke machine at home. Almost every phone call ends with him singing a song for us before he hangs up.”

Humanity and kindness are a wonderful thing. And are traits many at IN211 and throughout FSSA will continue to exhibit, moment by moment, in these moments that matter.

Dan

Note: If you have any examples or stories of work you and your colleagues do that matters, please send them my way. You can send them to me at SecOffice@FSSA.in.gov with the heading Moments that Matter. These stories will be archived on The Hub here.