Munich youth helpline sees rising demand for support

The “Nummer gegen Kummer” helpline in Munich is receiving more calls from young people, with its phone ringing about 6,000 times a year. The service, run by the German Child Protection Association, is staffed entirely by volunteers, BR reports.

Children, teenagers and young adults can call the nationwide helpline on 116 111. In Munich, volunteers conduct almost 2,000 in-depth counselling sessions each year. A chat service launched this year has also proved popular, says Uli Scheele, who coordinates the project in Munich as a volunteer. She says chatting can feel less daunting than speaking by phone to an adult the caller does not know.

Franziska, who does not want to give her surname, has volunteered with the association in Munich for 16 years. After completing 80 hours of training, she began counselling callers about problems including conflicts with classmates, teachers or parents. Some young people also feel lonely and have few social connections, she says. The ability to listen is essential.

Franziska takes calls for three hours every three weeks. The volunteers also receive regular supervision. Scheele says the Munich team’s nearly 50 telephone counsellors handle around 1,800 conversations a year. She has seen demand rise since the coronavirus pandemic, with some teenagers contacting the service repeatedly because of persistent fears.

It can be difficult to distinguish a bad spell from a mental health condition such as depression, Scheele says. Some teenagers believe they are depressed because the condition is frequently discussed in the media. Counsellors use follow-up questions to assess whether someone is going through a temporary difficult period or facing more serious problems.

The service in Bavaria is funded entirely by donations. The state does not provide funding because the helpline operates nationwide, unlike in Berlin, Brandenburg, Saxony-Anhalt and Hesse, where family ministries contribute to its costs.

Telephone counselling is not suited to everyone, and some subjects can be distressing. Scheele says volunteers must understand that they can listen, but young people have to take the next steps to address their problems and seek help themselves.