21 February 2025
When Leigh* answers the phone at Kids Helpline, she knows it’s not just a call.
For the young person on the other end, it’s a moment of connection - someone who will truly listen, care, and offer help when it’s most needed.
"Growing up, I experienced the profound impact that caring and non-judgemental emotional support could have on a young person’s life," says Leigh, a counsellor at Kids Helpline.
"I was fortunate to have access to resources and professionals who helped me through those difficult times.
"Those experiences, combined with my desire to make a meaningful difference in the lives of young people, ultimately led me to become a Kids Helpline counsellor."
Building trust in a moment of crisis
Reaching out for help is never easy, especially for young people. It’s crucial that the first voice they hear offers safety, reassurance, and understanding.
"We often encounter young people who are in crisis, experiencing complex mental health issues, abuse, or suicidal ideation," Leigh explains. "It’s crucial to build rapport with the young person and earn their trust."
The connection between a counsellor and a young person can be transformative. It’s not just about giving advice - it’s about being present in a moment of vulnerability.
Did you know?
Kids Helpline is Australia’s only free, confidential phone and online counselling service available to 5-25 year-olds.
The call that left a lasting impact
"During our initial conversation, they expressed a profound sense of hopelessness, sharing that they were contemplating taking their own life," she says.
As the conversation continued, the young person began to share more about their struggles. They spoke of bullying, isolation, and feeling trapped by their circumstances.
"Their demeanour gradually changed from despair to one of cautious optimism," Leigh shares.
Through ongoing, free, and confidential support, Leigh helped them find a path forward.
"They confided in me about a conversation they had with their parents, during which they mustered the courage to share their mental health struggles," she says.
"Their parents were able to provide the assistance they so desperately needed, connecting them with a psychologist and other services.
"Today, they continue to face ups and downs, but they have the tools and support system to work through these difficulties and maintain a sense of hope for the future."
"We are often the first point of contact for young people seeking help, whether it's for a crisis situation or simply needing someone to talk to. Your generosity ensures that no young person is left without someone to turn to."
- Leigh, Kids Helpline Counsellor
Kids Helpline is vital for mental health in Australia
Whether it’s 1am or 1pm, young people across Australia know that when there’s nowhere else to turn, Kids Helpline will be there.
"Witnessing the positive change and growth in the young people I work with, and knowing that I played a part in empowering them to overcome their struggles, is deeply gratifying and serves as a constant source of motivation, even on the most challenging days," Leigh says.
"As Kids Helpline counsellors, we have the privilege of being a supportive presence for young people during their most vulnerable moments.
"I would emphasise to any young person that reaching out to Kids Helpline for support is a sign of strength, not weakness. It takes courage and self-awareness to recognise when you need help."
Thank you for supporting Kids Helpline
Without the community’s support, Kids Helpline counsellors, like Leigh, would not be there to answer the calls of young people in need.
"By supporting Kids Helpline, you are providing a vital safety net for young Australians in distress or crisis, ensuring they have access to free and confidential counselling support whenever they need it most" she says.
"Kids Helpline fills a critical gap in the conventional landscape of mental health and crisis support services for children and young people. Your generous contributions help the service to maintain and enhance the quality of counselling services, ensuring they remain responsive to the evolving needs and communication preferences of young people."
*Name and image changed for privacy
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