Inside Hyderabad's Roshni helpline: A listening ear for the distressed

Beyond the ring: A lifeline of empathy

In the bustling city of Hyderabad, where life often moves at a relentless pace, there exists a quiet sanctuary accessed through a simple phone call. The Roshni support helpline has emerged as a beacon for those grappling with emotional turmoil, offering something increasingly rare in a digital age: a patient, non-judgmental ear.

Operated by a dedicated team of volunteers, the helpline receives calls from people across age groups and social strata. Many callers, the volunteers note, do not seek advice or solutions. They seek validation and a space to unburden themselves without fear of stigma. The anonymity of the service allows callers to speak freely, often revealing depths of distress they hide from their families and friends.

Who calls and why

The reasons for calling are as diverse as the city itself. Students under academic pressure, young professionals facing workplace burnout, homemakers feeling isolated, and the elderly battling loneliness all find their way to Roshni. Relationship conflicts, financial stress, and existential anxieties are recurring themes.

Volunteers recount conversations that begin with small talk and gradually unfold into profound admissions of pain. In several instances, callers have expressed suicidal thoughts, making the helpline a crucial intervention point. While not a crisis hotline in the strictest sense, Roshni's role in de-escalating such crises is invaluable.

The human touch behind the receiver

The effectiveness of the helpline hinges on its volunteers, who undergo rigorous training in active listening and empathetic communication. They are taught to resist the urge to interrupt or offer premature solutions. Instead, they reflect the caller's feelings back, helping them articulate their own thoughts and arrive at their own conclusions.

"Sometimes, just saying things out loud to a stranger makes them clearer," one volunteer explained. The volunteers come from various professional backgrounds—teachers, engineers, homemakers, and retirees—united by a shared commitment to serve. They work in shifts, ensuring the helpline remains accessible during its operational hours.

Challenges and the road ahead

Despite its vital role, the helpline faces challenges. The demand for services often outstrips the availability of volunteers. Funding for training and operational costs is a perennial concern. Moreover, the volunteers themselves require psychological support to process the heavy emotional load they absorb from callers.

Mental health professionals associated with Roshni emphasise that such helplines are not a replacement for therapy but a critical first step. They bridge the gap for individuals who are hesitant to seek professional help, offering a gentle nudge towards longer-term care. The helpline team is now exploring ways to expand its reach, possibly through digital platforms and awareness campaigns in schools and colleges.

As Hyderabad grows, so does the quiet urgency of this service. The next call could be from a teenager struggling with identity, a parent overwhelmed by responsibilities, or a senior citizen just wanting to hear a friendly voice. For them, Roshni remains a constant—a reminder that in a world that often seems indifferent, someone is always willing to listen.