sad scene from 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, there is a woman who is explaining how everything works and she asks if she can answer the phone and the woman’s like no not today, so then it cuts to the evening when the phone is ringing, and there is a young kid on the other end. the woman who runs the hotline thing 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 but I cannot for the life of me remember where I saw it.