Title - Depressed callers reaching on Rlys helpline make RPF personnel’s life miserable

Railway helplines set up and run by Central Railway for passenger safety and security have been increasingly receiving calls from citizens with suicidal tendencies or those facing family conflicts.

Railway Protection Force (RPF) personnel manning these helplines say they can do little else in such circumstances, but point out to the caller that the helpline is for railway emergencies only alone.

“We operate three helplines and a text messaging system for passenger feedback. Between January and June this year, there have been several calls about family or personal crises. While women have been calling to complain of disputes with their mothers-in-law or discuss marital issues, we also have had calls from people who are depressed and are contemplating ending their lives,” said an RPF officer.

When a woman with suicidal feelings persistently called up the CR helpline, the RPF had to forward her number to the Government Railway Police (GRP), requesting intervention.

Blank calls and missed calls, too, are common.

“Operators are trained to be polite and calm down agitated callers. But the need of the hour is to establish more social helplines,” said Alok Bohra, senior divisional security commissioner, RPF (CR). Also, calls to the helpline pour in from across the country and are not limited to Mumbai.

The railways needs to take a decision as to whether they wish to expand their security helpline and include other value-added services, said social psychiatrist Dr Harish Shetty. “Operators could be trained to find out whether the call is related to distress, disorder or stress. They can screen calls and refer them. A list of mental health and family counselling helplines can also be provided. It is important to talk compassionately to the caller so that emotional first aid can be provided on the phone,” said Dr Shetty.

The railways is a cash-rich organization and should see this as an opportunity to respond to social distress, he said.

“Railways could even establish a liaison with agencies, such as Vandrevala Foundation that runs a mental health helpline, and get their personnel trained,” Dr Shetty suggested.