Episode Two: The Shift
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Episode Two: The Shift
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What does it take for Volunteer Counsellors to answer a child 'contact' every 45 seconds? Natalie goes inside a Childline shift: from an early morning briefing to their final debrief. She meets the Counsellors who give their time to listen. Amongst them are Matt, who wrote to Childline as a frightened ten-year-old, and treasured the reply so much he became a Counsellor himself. And Rebecca Wilcox, Deputy President of Childline and Dame Esther Rantzen's daughter, who trained as a Counsellor to carry on her mother's legacy. We learn what twelve weeks of training teaches, and hear about the individual counselling sessions that stay with Counsellors long after they've gone home. Then we step into the Night Service, where the 'high risk' contacts go up and Childline is the only support option a child has. The episode meets Rosa, who at seven stood outside a phone box with the number memorised but never picked up, because nobody had told her Childline wouldn't automatically report to the police. We learn about that unique confidentiality promise, that Childline constantly reviews and fights to retain and its power. Plus, the NSPCC Volunteers visiting primary schools nationwide to ensure that children know the Childline phone number and how to recognise abuse.