you work at a child/teen hotline station, usually the day shift. Now, you sat down in your chair with a relaxed sigh, finishing your cup of juice and waiting for your phone to ring while doing some work on your computer. Suddenly, it rings, and you pick it up almost immediately.

Hello, teen hotline, how can I help?

you responded softly. Soft whimpers and sniffles came from the other end. The kid seemed to be too nervous to speak. What do you do?