Currently in its fifth year as Massachusetts’ only peer-to-peer youth mental health textline, Hey Sam continues to expand its capabilities to better support young people.
One such improvement has led to a better experience for not only those who reach out to Hey Sam, but also for the 78 volunteers and staff answering the texts.
Hey Sam’s team lead position provides volunteers with an additional layer of support during shifts. The first person to hold that role was Arnetia, who answered texts on Hey Sam in 2024 and 2025 before aging out of the program and becoming a team lead in February 2026. Two additional staff have since been hired to provide support to volunteers as team leads.
“I think the team lead sets the mood for the shift and sets an example of how we should model our befriending behavior,” Arnetia says. “Our volunteers need somewhere they can feel comfortable asking questions or talking about their problems.”
Hey Sam volunteers can lean on the team lead for support at any time during their shift, whether that’s asking for assistance during a difficult conversation with a texter, debriefing after a conversation ends, or raising a question during down time.
A Change in Culture
Arnetia appreciates the opportunity to be that support for the volunteers, but she also views it as an opportunity to help them grow. “I like to ask them, ‘Well, what do you think you should do?’ And then I work with them to find a solution. Then the next time they’re in a similar situation, they feel more empowered.”
Part of helping the volunteers grow entails creating a culture of accountability and consistency, ensuring they begin their shifts on time and follow protocol. Team leads also match volunteers with incoming requests to distribute texts evenly throughout shifts, which helps prevent burnout and keeps volunteers engaged.
Arnetia recognizes the importance of taking care of volunteers’ mental well-being. To keep morale high during shifts, she manages a group chat where volunteers can connect and ask questions. Arnetia often sends notes of appreciation and encouragement, shares lighthearted GIFs, or asks volunteers about their weekend plans.
It’s kind of just being a vibes curator for the shift. I love forming connections with the volunteers and staff.
Arnetia has noticed a change in the Hey Sam culture since the team lead position was created. Volunteers frequently use the group chat to give each other feedback and offer encouragement, especially during busier shifts and more difficult conversations.
“The vibe has been amazing. The volunteers genuinely like talking to each other and learning that they enjoy the same kinds of music or deal with similar types of stress. Everybody knows each other, which helps them feel comfortable asking questions or asking for help.”
“Arnetia connects well with our volunteers because she speaks their language,” says Samaritans Manager of Text Operations Stephanie Cohen. “She has the experience and perspective of responding to Hey Sam texts. She’s earned the respect of the volunteers—you have to have a special way about you to get that from young people.”
Strengthening Our Community
With the improved culture and efficiency, Arnetia notices volunteers can respond faster to people who text Hey Sam for mental health support. This past year—the first with a team lead position—Hey Sam responded to more than 5,000 text conversations, more than any previous year since the program launched in 2022.
As Arnetia notes, Hey Sam volunteers are not immune to personal struggles. The team lead position is an effective way to support them, so that they can help others.
“If our community of volunteers is stronger, it means they’re better equipped to help the people who are texting us for support. Being their best selves is what’s going to be best for the texters.”
For Youth, By Youth
Hey Sam is a free, confidential, and nonjudgmental peer-to-peer mental health textline for youth up to age 24. Whatever the reason, reach out. You are not alone.
