A Shanghai-based youth counseling service has evolved into a comprehensive mental health support network, serving over 594,000 individuals and handling emergency situations since its establishment in 2005.

The Shanghai Youth Online Public Service Center provides comprehensive support through multiple channels, including 12355 hotline, online platforms, face-to-face consultations and crisis intervention services.

"Our services encompass everything from mental health support to legal consultation and youth rights protection," said Wu Zhihui, director general of the center. The platform handles around 300 calls daily, with peaks reaching 500, witnessing a shift in public attitude toward mental health.

"While the increasing call volume might raise concerns, it actually indicates growing awareness and willingness to seek help," Wu explained. "Our focus has shifted toward preventive measures and early intervention."

The service maintains rigorous professional standards, with all volunteer counselors required to hold certifications in psychological counseling or social work, pass strict examinations and undergo background checks. The diverse volunteer team, averaging 40 years of age, ranges from 20s to 70s.

A notable trend is the increasing number of direct calls from teenagers themselves, rather than their parents. "We're seeing more young people reaching out, including children as young as 13-14 and university students," Wu noted.

The service has expanded beyond Shanghai, now assisting callers from other provinces through both online chat services and offline counseling. The center has handled various critical situations, including rescuing a teenager trapped in Myanmar, addressing adolescent depression, and responding to domestic violence cases.

Song Yaru, 79, a psychological counseling expert with nearly two decades of experience at the center, shared a memorable case involving a suicidal 26-year-old. "The young man later told me, 'Seeing how you're still helping others at your age makes me believe I too can live a good life'," she recalled.

"I've dedicated myself to the center without seeking reward, motivated purely by my commitment to youth work. Our service is truly meaningful," she added.

He Lingfeng, a psychology professor at Shanghai University of Sports and counseling expert on 12355, highlighted the platform's broader impact. "With over 1,300 volunteer counselors and experts, the 12355 team has become increasingly professional. Beyond social services, it serves as a valuable platform for talent development and practical psychology training," he said.