In reference to how he collaborates with 911-callers to put order to chaos:

"It's like trying to jump on a moving train. You're not trying to stop the train or divert it, because the train has gotta go where the train's gotta go. You are just trying to get on it. And if you can get on the train... If you can get in... If you can insert yourself with them... then you can start exercising your influence on the controls."