Listening Through the Crisis: Behind the Statistics of Hyderabad’s Roshni Support Line

The Power of Active Listening

In a recent session at Roshni, a Hyderabad-based emotional support center, a single call lasted two-and-a-half hours. The volunteer stayed on the line until 11 p.m., not to offer medical prescriptions or clinical solutions, but to provide a space for the caller to vent and weep. This practice, which the organization defines as befriending, focuses on the act of listening to those in distress. Representative Ratna notes that while volunteers often identify a caller’s pain within the first few sentences, the process of unburdening can take hours.

Key Facts

• Total Volume: Roshni handled 5,610 calls during the 2025 period.
• Demographic Trends: Young adults aged 18 to 30 made 2,537 calls, representing roughly 45% of the total outreach.
• Gender Breakdown: Men accounted for 4,003 calls, significantly outnumbering the 1,497 calls from women and 110 from other individuals.
• Primary Concerns: Mental health issues led the statistics with 2,151 calls, followed by 1,733 regarding relationships, 987 for financial stress, and 728 for marital disputes.
• History and Reach: Founded in 1997 with only four people, the center now operates with 70 trained volunteers and receives calls from across India, including Assam and Kerala.

Operational Strategy

The organization functions seven days a week using shifts of volunteers who undergo specific training before answering phones. For individuals identified as high-risk, the protocol extends beyond a single conversation. Representative Swarna explains that volunteers may request a caller’s phone number or the contact details of a supportive family member to facilitate follow-up checks.

Navigating Trust and Confidentiality

Managing the safety of a caller while maintaining their trust requires a delicate balance. Because the assurance of confidentiality is often why callers reach out, volunteers must be cautious when suggesting family involvement. Follow-up calls are sometimes limited to a simple welfare check to see how the individual is coping after their initial contact. This long-term approach has sustained the center for 28 years, providing a vital outlet for those who feel they have no one else to talk to.

Source: The Hindu — Sci-Tech