Anxiety, depression or even suicidal thoughts are just some of the challenges handled every day by a team of volunteers at Youthline Otago.
General manager Donna Hall said Youthline was a nationwide organisation with individual centres in each of the regions.
At the moment about 50 volunteers in Otago helped ensure their phone, text messaging and online messaging service could run at all hours of the day and night.
Volunteers were given eight full days of training before they started.
"And then they go through a mentoring programme until they are suitably qualified to be able to answer the phones."
The volunteers also had the backing of experienced staff who could help with calls that escalated to a more serious level.
As well as being a supportive voice over the phone, the group also provided community education to schools around the region, she said.
Sharanya Komahan has volunteered at Youthline Otago for about seven years.
She began on the helpline and in the past three years had worked in the face-to-face counselling team.
At present she is provisionally registered as a counsellor.
"That is valid for five years and then I apply for full membership."
There were a "whole rainbow" of issues that could come up during conversations, including relationships, grief and loss, depression or anxiety, and more high-risk situations such as suicidal thoughts and self harm.
"In my experience working in the helpline you definitely use the skills of empathy and active listening."
Sometimes people could make a one-off call at a time of high stress, so the focus was working through what was happening in the moment.
When working in the face-to-face counselling team there was a chance to see a progression towards a healthier mindset over time.
"It is definitely client based, so they lead the way — what they want and the goals that they want to achieve."
GET HELP
Youthline Otago:
Free call 0800 376 633
Free text 234
Webchat youthline.co.nz
