The demand for this service is very high as evidenced by the 30,000 calls made to the service every week. The 70 professionally trained, paid counsellors who staff the service respond to about half of these calls weekly. Kids Help Line is funded by BoysTown National Community Projects through its Art Union lotteries. Kids Help Line has several unique features. Telephone counselling allows each client to remain anonymous and able to end the counselling interaction whenever they want.
Confidentiality is also a key aspect of the service.
The principle value underpinning the service is that of empowerment - counsellors work with each caller to identify and clarify their concerns, formulate options for change and understand the consequences of particular courses of action. Clients are encouraged to have a belief in themselves and their personal strengths. Respect is accorded for each client's individuality, feelings and the right to make personal decisions. At the same time KHL encourages productive relationships with parents, teachers and other significant people in the callers life. Non-identifying information is recorded after each call, including the type and severity of the problem and the age and gender of the caller.