11 October 2004
NEWB Lo-Call 'Education Helpline' Grows from Success to Success

Parents and Educators calling 1890 36 36 66 from every county for advice and information

Now six months since its launch in March, the National Educational Welfare Board’s Lo-call Education Helpline (open Monday/Friday, 10.00am to 4.00pm) is providing a nation-wide service to parents and educators with a growing level of “caller satisfaction”.

“82% of callers got all the help they needed from the Educational Welfare Officers who staff the Helpline” said CEO, Eddie Ward today (11 October 2004). “A further 18% received specific follow-up either through personal contact by a local EWO or by being put in touch with other organisations more appropriate to their needs” he added.

“These ‘satisfaction ratings’ show a rising trend from the 74% level achieved in our first quarter of operations” Eddie Ward said.

“We really feel we’re achieving what we set out to do – provide a really practical service that helps callers get off the line better informed and resourced to deal with their concern or question than before they called us” he added.

Refusal to go to School, Bullying and Special Needs problems top callers list

Education Helpline staff have now handled 2,805 calls lasting an average 4.3 minutes.

From the most anxious to the most distraught, the EWOs have dealt with a wide range of caller problems. 70% of calls came from concerned parents with 30% coming from schools.

The most frequent problem faced by callers was when a child refused to go to school (19% calls). Problems with Bullying (16% calls) and seeking help for pupils with Special Needs (16% calls) also topped the list.

Callers seeking information about education outside of recognised schools (12% calls); help with problems of suspension/expulsion (10% calls) and clarifying the rules around sickness (10% calls) also featured prominently.

Other callers wanted help with schooling as they moved to a new area (6%); others clarified issues around holidays (6%); still others needed information on home tuition (5%).

Surge of calls expected as schools back to full swing

“Now that our Lo-call Education Helpline is an established, year-round service of educational professionals, we expect to see a continuing upward trend in caller volumes” Eddie Ward said. “At any time throughout term or during breaks, we’re here to support children, young people, parents and educators in every way we can” he continued.

"That’s the sole aim of the 84 staff of the National Educational Welfare Board” Eddie Ward added.

For further information, please contact: Joe McCarroll / NEWB (tel: 01 8738700) or Stuart M. Kenny (tel 01 2869138 / 087 2619658)