Bianca’s story: a warm, empathetic voice

If you’ve ever called YSAS Reception, chances are you’ve spoken to Bianca Walsh. Her warm, calm tone and quick thinking helps callers find the right support fast. “I have to be professional but empathetic,” she says. “I need to know when it’s okay to interrupt and work out whether they need detox, residential or outreach. I can usually figure that out quite quickly.”

Bianca has always loved working. She started delivering papers and doing chemist rounds in Year 5, and she hasn’t stopped since. When she discovered YSAS eight years ago, she felt an immediate connection. “It was youth-specific, and I love not-for-profit,” she says. “As soon as I saw the ad and had the interview, it felt like a calling.”

Connecting with young people comes naturally to Bianca. “I’ve got nine nieces and nephews, and I have really strong bonds with them,” she says. “Young people are the voice of the future—and the now.” She also brings personal experience, growing up during Melbourne’s heroin epidemic in the 90s. “All my friends went too hard on it and not everyone made it. It was a really hard time.”

When she started at YSAS, Bianca was struck by the culture. “It was fantastic. Even people in IT were passionate about the cause,” she recalls. She was also inspired by the strong female presence at the organisation.

“All the women were friendly and inclusive. I felt more grounded than I had before.”

Now, after more than seven years on reception, Bianca has become a go-to source of information. “I’m like a hive of knowledge,” she says. But not every call is easy. Some come from distressed young people or family members. She credits an early mentor with teaching her how to reset between calls. “She taught me to mentally clean the slate—just take a deep breath and be fresh for the next one.”

People often remember speaking to Bianca, even years later. Just recently, she overheard two teenage boys on a tram talking about a court case. Sensing an opportunity, she gently stepped in and told them about YSAS. One of them called his mum right there and said, “I’m talking to Bianca from YSAS,” to which she replied, “I know her—she was the first person we spoke to.” The young person then shook Bianca’s hand. “I was really proud,” she says.

Bianca’s role goes well beyond reception. She helps run events, supports projects, and serves as the chief fire warden. But the highlight, she says, is her bond with the executive support team.

“Team meetings are fun but productive. We work hard, but I hope it looks seamless.”