This presentation evaluates the effectiveness of a call restriction protocol at a Lithuanian helpline for youth. Analyzing data from 2017 to 2023, we assess how the organization balanced service accessibility with the potential dependency of frequent callers. Targeted restrictions were implemented to maintain availability for new and potentially suicidal callers in crisis. However, recognizing that regular users might also face acute risks necessitates a nuanced approach. We will discuss the ethical dilemmas and operational hurdles encountered, detailing how these policies affect service quality and user welfare. Our conclusions highlight the critical role of strategic communication and vigilant oversight in the prudent management of helpline resources.