I’m that voice at the other end of the helpline
A teen describes his job as a phone voluneer at a Teen Reproductive Healp Hotline.
“Click. The smooth plastic receiver slips from my hand into its cradle perched atop a stack of folders on the desk before me. The conversation re-runs through my mind as I proceed to complete the paperwork documenting the call. It’s been a long night, but before I have even finished scribbling down the last bit of information the ringer goes off again. Eager to be mentally present I clear my thoughts, re-set my emotions and prepare to empathize with the caller. It could be anything: a question about birth control, sexually transmitted infections (STIs), relationship problems at home or with friends, maybe rape, suicide… or they may simply hang up. Whatever it is, I want to provide the most thorough response possible, and with each call I look forward to speaking with someone new to me.
“Teen Reproductive Health Helpline,” I answer when the phone rings. “This is Seth, how can I help you?” It is my job to give youth information dealing with reproductive health, sex, sexuality, and to listen, provide support and give as many referrals as possible. I try to make the caller comfortable. I speak into the phone as casually as possible, with as few formalities as I can manage. I view the conversation not from the perspective of a counselor, but as a friend. I will never sound upset, panicked or worried, I won’t hold back from using slang if that’s how the caller is speaking, and I’ll be myself. There’s a reason that other teen-agers and I have been trained and certified to communicate this information—it’s because youth share a special bond and understanding with each other. I know how it feels to be a teen—I’m one myself.
About two years ago I enrolled in a peer educator training program in order to fulfill my high school’s community service credit requirements. I became seriously interested in the information I was learning and made an effort to absorb as much as I could. After the training ended, my teacher asked if I was interested in being paid to talk about reproductive health on the
helpline—how could I refuse? I passed a written and oral exam to become a certified basic health worker and completed a second training course for the helpline. I took my first call the evening the line was open, and today it has become one of the major focuses of my life.
Working on the helpline has its benefits (yeah, we get paid) and rough aspects as well. Speaking to other teens about their problems has given me a great understanding of what issues are facing my generation and are most prevalent in our society, and the magnitude of our ignorance toward these issues. I also have a sense of self-fulfillment in feeling as if I am playing a part in the solution. Still, the role of a “peer educator” may take its toll on my emotions, after I have successfully placed myself in a caller’s shoes a half dozen or more times in an evening. There is a certain amount of stress involved with each call. We will rarely hear from the same caller twice, and because it is an anonymous line we have no way of knowing what will happen once they hang up. It is worth it for me, though. For all the emotional or mental stress I may experience through a half-hour call with someone who is struggling with an issue or simply has a question, I learn. I learn about the power of words, of human relationships and of the struggles and perseverance embedded in youth culture. And eventually the pain will fade, and the lesson will remain.
It is far more than just a job, it is truly a way of life. When we put down the phone we remain peer educators, and our role continues into our day-to-day lives. As we encounter curious or confused youth, our friends, kids at school or on the street, we speak to them about what we’ve been taught. We are at the same parties you go to, the same movie theaters, and part of the same community. Youth helping youth help themselves—in my eyes, there is no better way to go.
The Teen Reproductive Health Helpline is open Monday-Thursday from 4 p.m.-8 p.m., and Friday 4 p.m.-7 p.m. The number is 1(888) 396-LINE.”