Sometimes there can be a certain mood on the floor as counsellors take calls and the evening drifts deeper into the night. This happens partly because we can hear each other as we answer our calls (we all work in one big room, divided up into cubicles) and even sometimes hear pieces of the various conversations going on all around.

We regularly consult with each other as we compose the answers to the web posts, trading opinions, frustrations and often seeking inspiration from each other. There's a lot of experience here to draw upon, and if you're stuck, chances are someone else will have an idea or insight to help 'un-stuck' you.

An interesting detail of our day is that we also debrief. This helps us emotionally unload and also, to 'clear our minds' before we're ready to move on to the next call. This is really important after the more serious, heavy-duty things we deal with here every day (and night).

For instance, I recently came off a call after talking with a young woman at a university somewhere in Ontario. She had been terribly abused by her former boyfriend, was getting help and even actively using her experience to help other abused women through a local women’s centre. She was headed to law school where her goal was to continue working with abused women.

This young woman was just a joy to talk with because of her ability to articulate what she'd been through, her personal strength and sheer courage. Her boyfriend was still on campus (with a new girlfriend) and had told everyone that she had lied about his abuse of her. She had to see these people every day and also deal with her aloneness after a three year relationship in which she had rarely been alone. But she did it - she was getting the help she needed and was now proud to hold her head up. She also described the shame and pain she still felt remembering how he'd treated her "worse than a dog" and the bruises he'd left on her repeatedly. But she was clearly working this through.

This young woman was a true inspiration to me, at least partly because of the many abused, hurting women that I've talked to over the years, both here at Kids Help Phone and at the women’s shelters I'd worked at before coming here. She represented what we all want for each of those other women  - a chance to work through their trauma and go on to live happy, and personally fulfilling lives.

So often we take difficult, painful calls from young women struggling with abuse but still caught up in the push/pull of being in these relationships. Hearing this particular young woman’s story of her triumph over abuse seemed to be the story I always wanted for every women I'd ever talked to who was dealing with this. She was truly a person of quiet, determined courage and it was a real pleasure to talk to her.

Another counsellor, when I was sharing this call afterwards, said she'd also spoken with this young woman before and also found her remarkable and even uplifting. I think it was also because of her deep appreciation for the support we were there to give to her as she went through the ups and downs of her struggle.

So, that night we shared a moment of joy for this young woman’s success and it helped us carry on doing what we do here. One of the many reasons it's a pleasure to do this job.