One Call, One Life: The Transformative Power of Being Heard
Who: Alltidhjelp
What: Alltidhjelp.no offers free dialog services for people in crisis, trough phone and chat.
I just need someone to talk to. That’s it.
It was a quiet Tuesday. Irene, a 37-year-old volunteer, had been answering calls for nearly a year. Each call was different, some more heartbreaking than others, but each left a mark on her.
The computer alerted incoming call, and she answered calmly, “Hello, this is the Irene from Alltidhjelp.no. How can I help?”
After a pause, a soft voice replied, “I just need someone to talk to. That’s it.”
The caller, a young man in his teens, sounded lost, not desperate, but heavy with emotion. Irene sensed the weight of his simple request and gently asked, "I’m here. What’s on your mind?"
He talked about feeling overwhelmed by high school, family pressures, and the isolation of the covid-pandemic. Irene listened quietly, asking only a few questions to show she was there.
They talked for nearly an hour—not about solutions, but small, everyday things. By the end, his voice sounded lighter. “Thank you for listening,” he said. Irene smiled. “I’m glad you called. Reach out anytime.”
As the call ended, Irene knew she hadn’t solved his problems, but she had been there when he needed it most. Sometimes, that’s all anyone really needs.
The agenda
As a nationwide (Norway), voluntary organisation, Alltidhjelp.no offers free dialog services for people in crisis, trough phone and chat. Our target group is everyone who lives in Norway, with the main target group of children and young adults, between the age of 10-24 years. Through the findings in the Public Health Report from the Norwegian Institute of Public Health (2024), and the SHoT survey (Students health and quality of life, 2022), concludes that this group is particularly vulnerable.
In Norway, as well as internationally, it is estimated that 15–20 percent of children and young people experience reduced functioning due to symptoms of mental health issues such as anxiety, depression, and behavioral problems. Numerous studies have shown that mental health issues encountered early in life impact one's ability to cope as an adult. Both in Norway and globally, mental health disorders are one of the leading causes of disability in young people, making mental health problems among youth a major public health issue (WHO, 2024).
Our goal is to offer dialogue to people who experience challenges, ease their situation, and strengthen their ability to handle it. To do so, we have to dig deeper into what our callers/chatters experience. Here are the issues most frequently reported by our callers/chat (se image).
There is growing recognition within the international community that invisible disabilities, such as mental health, are among the most neglected yet essential issues in achieving internationally agreed development goals. As a helpline dedicated to supporting individuals facing mental health challenges, we see firsthand the impact of these 'invisible' struggles on daily lives. The urgency of addressing mental health is not just a matter of individual well-being but a critical factor in fostering healthier, more resilient communities. By providing immediate support, we contribute to breaking the silence and stigma surrounding mental health, ensuring that no one faces their challenges alone.
As a provider of helpline services, the act of listening can be profoundly transformative. For many callers/chatters, reaching out is an act of vulnerability—they often feel isolated, overwhelmed, or unseen. In that moment, simply being heard can make all the difference. When someone truly listens, without judgment or interruption, it validates the caller's feelings, reminding them that their emotions are real and important.
The power of being heard lies in its ability to break down the walls of isolation. A conversation can be a lifeline, offering hope and comfort in times of deep distress. On our helpline, we witness firsthand how meaningful dialogue can change a person’s outlook, giving them the courage to face another day. It’s not about offering instant solutions, but about being present- allowing callers/chatters to feel valued, supported, and, most importantly, heard. In a world where many struggle to find someone who listens, our service provides a space where every voice matters.
The people - from recruitment to knowledge
The volunteers at Alltidhjelp.no comes from diverse backgrounds but share a common desire to help. They are compassionate and empathetic individuals who care deeply about supporting people who are vulnerable or situated in a difficult situation. Many are students or graduates in psychology, social work, or related fields, seeking hands-on experience, while others are teachers, or child-care professionals with a strong commitment to helping others.
Volunteers are often effective communicators, calm under pressure, and patient, especially when working with young callers/chatters. Some have personal experience with mental health challenges and want to give back. Others, like retirees or community-oriented individuals, seek purposeful work and a way to contribute to people with mental health issues.
To meet the demand of all that calls/write alltidhjelp.no, we are recruiting year around, mainly on social media, frivillig.no , our own website and physical stands on universities and colleges throughout Norway.
Training is vital, as it directly impacts the quality of support offered to callers/chat. That’s why we have an 8-modular training-program witch equips volunteers with active listening skills, allowing them to hear not just words but the emotions behind them. This helps create a safe, non-judgmental space where callers/chatters feel truly heard.
Volunteers also learn crisis intervention techniques to de-escalate intense emotions and guide individuals through distress, handling everything from anxiety to more urgent crises like suicidal thoughts.
Training focuses on foster empathy without overload, helping volunteers maintain boundaries and protect their own mental health. It also ensures cultural sensitivity, preparing volunteers to offer inclusive support to individuals from diverse backgrounds. Finally, our training reinforces professionalism and confidentiality, ensuring every interaction is handled with care.
Ongoing Education and Supervision: Continuous learning is important, and our training program offers regular updates, advanced training sessions, and opportunities for skill development. Supervision and mentorship are also essential for volunteers as they continue to grow in their roles.
In short, we believe that well-trained volunteers are the foundation of a successful helpline, making a profound difference in the lives of those who reach out for help.
Office space and equipment
This summer we had the pleasure to announce funding from Grieg Foundation. Thanks to a generous donation of 250,000 kroner, we now have our very own office! This incredible support has provided us with a dedicated space where we can conduct training, hold seminars, and offer a place for our volunteers to connect and support each other. Having a space where our team can come together, share experiences, and grow as a community is invaluable. The office is located in Credohouse, 9 minutes from Bergen center with public transport departures every 20 minutes.
In addition, we have been able to purchase essential technical equipment, including laptops and headsets, which has greatly enhanced the quality of our service. These tools ensure that we can continue providing the best possible support to those in need, and they enable our volunteers to work more efficiently and comfortably.
The office and equipment are more than just physical resources—they represent a major step forward in our mission to offer help, hope, and a listening ear to those facing mental health struggles. We cannot express enough how much this means to us, our volunteers, and the individuals we serve. People and organizations believing in our work and for making such a positive impact on the lives of so many.
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