Case study: 'The baby keeps crying. I'm always stressed'

SARAH, a call handler at ParentLine, was one of the volunteers manning the phones on Monday, between 10am and 1pm. This is an extract from her calls.

Caller: "My son is out of control and I don't know how to handle it. I tell him to be home at a certain time and he wanders in whenever he likes. I've tried grounding him but he just ignores me and goes out anyway." The woman says her husband works away from home.

Sarah: "Do you feel that, when he is home, he supports you in setting boundaries?"

Caller: "No he tends to let him get away with a lot. They're more like friends."

Sarah: "It's important that both parents are consistent. Setting and maintaining boundaries together can make a difference in how your son responds."

At 11:05am, the phone rings again. The caller is suffering from post-natal depression.

Caller: "I had my first baby a couple of months ago. The baby keeps crying. I'm always stressed out and exhausted. This is the first time I've actually admitted any of this. I feel so ashamed."

Sarah: "Let's look at everything going on in your life and we'll try and sort out what is do-able."

They talk of ways she can support herself and who she can turn to for help.

Caller: "You didn't judge me, gave good advice and listened.."

At 11:45am, she receives a child protection call.

Caller: "There's something not right about the family next door. I'm worried about the kids."

Sarah: "You've done the right thing by getting in touch. Can you tell me what's happening?"

Caller: "The two kids are about ten and are out playing in the snow until midnight. The parents go to the pub and collect the children on their way home. They are constantly shouting and threatening to hit the kids.""

Sarah: "You have a right to be concerned."

Sarah asks the caller to report the family to social work or the police, but they want to remain anonymous for fear of retribution, so her supervisor makes the referral to the social work department on their behalf.