I’m a volunteer at Childline. Our calls matter to children in times of need

Volunteering for Childline has been an incredibly fulfilling experience, teaching me valuable lessons and allowing me to grow in ways I hadn’t anticipated.  

I started volunteering last year and during the training I learned one crucial lesson: to genuinely help a young person, you must listen without interruption. Effective listening is rooted in empathy, not rushing ahead or sympathising.  

I’ve been a journalist for over 30 years and was fairly confident about my communication skills. However, talking to a young person in their most vulnerable moment is very different. This was more like learning a new language.

Read more:

• Are you breathing in mould? Soaring pneumonia cases linked to cold, damp houses
• Banning social media for under-16s is not the answer
• A decade of Wales’ future generations commissioner: ‘Looking ahead is how we look after each other’

Journalism is fast-paced and you’re under pressure to extract specific information. In the Childline counselling room, the environment is calm and centred on giving young people the time and space they need. Since joining Childline, I’ve become more patient and attentive in my general conversations and far more conscious of not making any assumptions. 

I first learned about volunteering with Childline on BBC Breakfast, where they highlighted the need for more counsellors to handle the high volume of contacts from young people who need support.   

This resonated with me. I was searching for a more meaningful way to spend my free time and wondered if I could help out. 

In my career, I’d interviewed many young people for teenage magazines who’d had very difficult experiences. I find the teenage years fascinating because it can be such an intense period of life – so I was interested in the opportunity to volunteer for the charity.    

At Childline, you meet children away from their parents or guardians and their personalities emerge more vividly than in family or school settings. You really see their character shine through in these one-to-one conversations. 

Children rarely get the chance for uninterrupted, one-to-one interactions. Our sessions can sometimes be up to an hour long. This undivided attention is unusual for them and I believe they really appreciate it. 

I try to do one shift a week, usually in the evenings or weekends, so there is no problem with balancing volunteering with work and personal life.   

During every shift, I’m never alone. I work alongside a fantastic team – people of all ages and backgrounds, each one committed to supporting young people. 

Experienced practitioners are always there for guidance. If a serious situation arises, they’re ready to support you every step of the way. 

Before each session, we gather in a briefing room to check in and share how we’re feeling. Afterwards, there’s always a debrief to process what we’ve heard and ensure we don’t carry any emotional weight home with us. 

The role is incredibly rewarding. Many young people say thank you for listening and that can be quite moving. The power of a thank you stays with you, reminding you that simply listening without judgment can really help a young person who’s struggling.  

Young people also give back so much positivity. Once we’ve worked through their immediate problems, I often ask them about their hopes for the future. Their ideas and ambitions – what jobs they’d like to do, what motivates them – are inspiring.

They’re often clear and determined about their goals, already looking ahead to what their lives could be. As someone from an older generation, I find their forward-thinking and positivity really refreshing. 

If you’re considering volunteering in 2026, I can tell you that it’s an incredibly valuable way to spend your time. You’ll make a real difference in the lives of young people – sometimes, just being there and listening is enough. 

I encourage you to visit Childline’s website to learn how you can get involved. Taking this first step could be the beginning of an immensely rewarding journey.  

Childline provides ongoing training and regular workshops, so you’re always learning and developing as a person while supporting young people who truly need it. 

You’ll meet young people from all walks of life. Every generation faces its own challenges, and volunteering is a powerful way to learn what’s really going on behind closed doors. 

If you’re interested in volunteering at Childline, find out more here.

Do you have a story to tell or opinions to share about this? Get in touch and tell us more. 

Change a vendor’s life this winter.

Buy from your local Big Issue vendor every week – and always take the magazine. It’s how vendors earn with dignity and how we fund our work to end poverty.

You can also support online with a vendor support kit or a magazine subscription. Thank you for standing with Big Issue vendors.