a scene from a movie where a girl starts working at a hotline

so I’m looking for a specific scene, I think it was from a movie but I really don’t remember. Basically, there is a person, I think in a group who has to do community service, she ends up working at a hotline of sorts (possibly suicide prevention hotline), there is a woman who appears to run the place who is explaining how everything works and she asks if she can answer the phone and the woman’s like no not today, then some stuff may happen but I don't remember, the next thing i remember is in the evening when the girl is about to leave but the phone starts ringing, and there is a young kid on the other end. the woman who runs the hotline says she can answer her, well I don’t think she says it I seem to remember her kinda nodding, anyways, she helps the kid through what she is going through. I just had a thought and now I’m not sure if I’m remembering this wrong, I think the woman might answer the phone and she listens to the conversation but I’m not sure. anyways it’s the really sad and emotional scene and it made my cry but I cannot for the life of me remember where I saw it.

This same basic plot happens in an episode of the '80s sitcom "Family Ties" titled "Hotline Fever", but it is Michael J. Fox as Alex P. Keaton who answers the phone. It is a girl's voice on the other end of the line.

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