The telephone service was put into place in December last year to support children, adolescents, and families suffering under the implications of the pandemic.
Director Gilles Dhamen provided insight into the daily operations of the helpline during a recent interview with RTL.lu. Employees conduct listening sessions with their callers, during which they try to assess the most appropriate form of support, or whether somebody needs to be forwarded to a more specified service.
Dhamen further conveyed that around half of callers were parents in need of help: "They mostly reach out because they are slightly overcharged with their everyday routines and responsibilities, or because they are unsure about how to talk to their children about what is currently happening in the world. We either consult them via telephone, or send someone to their homes to establish a long-term support." At the moment, three people are working on the helpline every day to respond to calls.
Children and adolescents also sought out the helpline, some of which due to housing problems or homelessness. In those cases, the national childhood services worked closely together with other agencies to provide quick solutions, such as relocating people to youth hostels.
Although the helpline was only brought to life in December last year, Dhamen emphasised that the childhood services have been attentive to the psychological difficulties of the pandemic since the very beginning. The helpline is part of the #act4support campaign, which is designed to monitor the mental health of Luxembourg's pupils during these difficult times.