You don’t have to be falling apart to ask for help.
That’s the message volunteers with YouthLine Hawaii want teenagers to know. Whether it’s scoring poorly on a test, a fight with your best friend, a bad breakup, or parents who just don’t get it, no issue is too small for the teen volunteers on the other end of the free, confidential hotline.
“We’ll listen to you and validate your feelings,” says Kaliko, one of the volunteers. “We may not be able to fix whatever’s going on, but we’re able to support you in any way we can.”
The magic of peer support
YouthLine helps fill a gap in youth mental health. It’s for teens who may not have access to therapy or who need support between sessions, or those who just don’t feel like talking to an adult. The nonprofit was founded in Oregon and opened its first call center outside the state on Maui last fall. While adults are available most of the time, volunteers ages 15 to 24 answer the calls and respond to texts and online chats from 1 to 7 p.m.
Volunteers participating in an exercise to build communication.
“Teens who need help or just want someone to talk to can reach out to another teen or someone close in age,” says Ashley Tone, deputy director of YouthLine Maui. “That’s really where a lot of the magic is with YouthLine. There’s this relatability that you can’t get when you’re speaking to an adult.”
Twelve teenagers from four different Maui high schools make up the first-ever cohort of youth volunteers in Hawaii. Many of them came in with personal experience navigating mental health challenges, which allows for a stronger connection and more genuine conversation.
“We’re able to better understand them because we’ve either gone through the same thing or have seen others who have gone through the same,” says Kaliko.
A listening ear
Before ever answering the phone, volunteers complete rigorous training and learn active listening and motivational interviewing, which are both skills that draw someone out rather than steer them toward a solution.
In practice, that means helping someone slow down and breathe when they feel overwhelmed or reflecting their words back so they feel seen and heard.
“Some problems aren’t meant to be solved. Sometimes a problem just needs to be told, and someone needs to listen,” explains Ayla, another volunteer. “Support isn’t about giving advice and finding the answer. The power of being heard allows contacts to feel emotionally understood and invites them into a safe and welcoming space.”
The concept of being heard also means listening to yourself. Tone says the foundation of the training is self-awareness and understanding how you cope with stress.
They're on a mission to help.
“We encourage volunteers to explore their own vulnerabilities, ask for help, and work together,” says Tone. “When they’re able to recognize what’s coming up for them in a stressful moment, they’ll know how to show up with care and compassion for the person they’re supporting.”
Anonymity is highly protected for both callers and volunteers, creating a safe, judgement-free space. “It can be intimidating to talk about emotional things,” says Tone. “They might wonder if they’ll be judged or shamed because maybe that’s what they’re seeing in their own lives, even when they share with their friends. But the confidentiality of YouthLine ensures that won’t happen.”
Listening also helps the listener
While there’s no way to see the person on the other end of the line, the difference still comes through. Sometimes it’s as simple as a caller saying they feel a little better, or that they can stay safe for the night.
“Being understood and listened to goes a long way in making things feel better and easier to deal with,” says youth volunteer Leimomi.
In the last nine months of operation, the volunteers have also experienced incredible growth. Tone has watched them go from hesitating when the phone rings to jumping in without pause.
“Listening to their responses week to week, the affirming, the validating, the holding space, it all flows better and better,” says Tone. “They can see the impact of how listening and support can change someone’s mood and potentially their life.”
Being a volunteer has also helped them learn skills that go beyond the phone lines.
“I used to not be able to read people. YouthLine has allowed me to be an incredibly empathetic and understanding person. It’s helped me be an incredible friend to lean on,” says Ayla, who is now considering a career path in psychology.
And the skills aren’t just for future therapists.
“It doesn’t matter if you’re going into finance or if you’re going to be a doctor,” says Tone. “To be able to actively listen to someone and collaborate: These things transcend through someone’s life.”
Volunteers are ready for your phone call!
These skills stay with the 12 volunteers each time they answer a phone call, text, or message and start the conversation with someone in need.
“They’re not alone,” says youth volunteer Leila. “There are other teens who care about them, and we see them.”
YouthLine is free and confidential, and teens don’t need a parent’s permission to reach out. Call or text 1-877-968-8491, or chat at youthline.com.
Photos courtesy YouthLine
Mental health advocates
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