Every day, Dignity clocks at least 25 calls, and these days, the senior citizen at the other end is also pleading for security and an escape from loneliness. ``The writing on the wall is clear. This city has become unsafe for seniors,'' declared Aruna Nair, project co-ordinator with the Dignity's Companionship Project.

In a frenzied city where it's hard to sit somebody down to talk to, it's not just those above 60 who are ringing out their problems. Every day, somebody picks up the phone to pour out personal anguish to complete strangers.

Seniors being harassed by children, street kids at risk, people on the brink of suicide or a lonely child who wants to discuss her Barbie doll with somebody... Helplinesare buzzing with cries for help.

The helplines are specialised services, catering to varied target groups. Collectively, they mirror those private, inhibited Mumbaiites who will not unmask their angst to their kin, but will dial a telephone number instead.

``We average 13-15 calls a day,'' says Dr Anand Nadkarni, director, Institute of Psychological Health, Thane. The institute runs Mitra, where 65 trained volunteers field calls round the clock on relationship problems, exam stress, alcohol addiction.

Set up in June 1998, the helpline has already referred about 70 callers for further counselling. Callers could be anywhere between 20 and 60 years. Dr Nadkarni terms the helpline a `kind of emotional first aid'. ``For instance, we never ask, who's calling rather, what can I call you?''

Callers get solace under the cover of anonymity. ``There are times when we need someone to talk to. Though communication has brought people closer, there is a paucity of places where people can open their hearts,''observed Dr Nadkarni.

These are no one-off chat sessions but are backed by professional counselling the caller may later be persuaded to turn to. Says Vandana Chakravarty, director of the Population Education Resource Centre at SNDT University which set up a helpline in `97, ``We help youth grapple with queries on adolescent issues, sexuality, AIDS, inter-personal relationships, exam stress and pre-marital problems. Sometimes, we refer them for further counselling.'' Though their helpline functions for only two hours a day, it clocks at least three calls. ``Young callers discuss several issues that they wouldn't be able to with their parents,'' says Chakravarty.

Prerna's helpline, set up in 1996, averages 15 calls a day, dealing with family problems, suicide prevention and peer pressure. Three trained counsellors talk to callers and try to get them to come over for counselling sessions, says counsellor Sunitha Iyer.

Interestingly, Mumbai could have had a hope-line in 1960 itself. The internationalcounselling group Samaritans had mooted setting up a counterpart to its London helpline then, says Freny Mahindra, group director. ``Then, it seemed too sophisticated and besides, phones were a luxury then.'' In the meantime, Samaritans started professional counselling unit services for the mentally ill. When the idea of a suicide helpline resurfaced in 1993, it didn't seem alien any more.

While not all callers may seem on the brink, Mahindra says the volunteers pose the suicide question to everyone. ``The final decision is left to the caller,'' she says. ``We are there to listen, to suggest alternatives, to share pain. We don't try to directly solve any problems, but help the person take a decision. If a volunteer feels it, he or she refers the caller to a counsellor.''

Fifty volunteers working two-and-a-half hours each answer around three-four calls every day. A helpline works where a personal counselling session may not because, says Mahindra, ``You're talking to a voice. You don't have to reveal youridentity. There are things you can't say to your own people as you feel scared of being ridiculed. But we are always there, to turn to.''

Even little children are turning to what was thought to be an adult phenomenon. 10-9-8 or Childline was originally set up by social worker Jeroo Billimoria to help street children who would call in to complain about police harassment, for medical aid or simply to chat. Set up in June 1996, the toll-free 10-9-8 is now also being buzzed by middle-class children who complain about harassment or abuse; even adults report abuse in other families.

Here street children have been trained to take calls, comforting children who are ill, hurt, angry, abused, or often, bored, says Prakash Fernandes, 10-9-8 coordinator. Emergencies are dealt with immediately, long-term solutions are routed to other agencies. Childline is also set up in Calcutta, Delhi, Hyderabad and Nagpur and has been inaugurated today in Chennai.

Dr Nadkarni cautions that ``Helplines shouldn't become abandwagon. You need to have a range of services to back them up.'' As communication brings people closer but they become distanced from one another, the possibility of the telephone as ersatz counsellor, buddy and the last ray of hope seems to be ringing out loud and clear.