What’s it like to work on the 24/7 educator’s helpline

Education Support’s free, 24/7 helpline is a vital resource for teachers and education staff facing personal and professional challenges. Many callers seek help with workplace stress, conflict, and mental health concerns, often finding that the support they need is not available in their workplace.

The impact of the helpline extends beyond immediate relief. Many callers report feeling understood and less alone after reaching out, with some saying that the support they received helped them to stay in their job. For some, the helpline has been life-changing, offering a crucial moment of reassurance at a time of crisis.

Beyond the individual, the helpline also benefits classrooms and school communities. Many education staff say that speaking with a trained counsellor has helped them feel more able to teach and support their students.

Education Support’s helpline fills a critical gap, providing a safe, confidential space for those who need it most. At a time when pressures in education are greater than ever, this service ensures that no educator has to face their struggles alone.

What happens when we get a call

As a qualified counsellor working on Education Support's helpline, I never know what the next call will bring. But I do know that every caller is reaching out because they need support, understanding, and a listening ear. No matter their situation, our role is to offer reassurance, practical advice, and a way forward.

Bryony* was one of those callers. After 17 years at the same school, she transitioned to a new role, only to feel overwhelmed and lost. Months of stress left her struggling to cope.

"At the time, I was feeling really lost and unsure of where to turn. Everything at work had been going wrong, and I was completely overwhelmed. Calling the helpline was a huge relief. The person I spoke to listened without judgment, and for the first time in a long while, I didn’t feel alone."

Since that conversation, Bryony has regained control:
"Speaking to someone gave me the confidence to take the next step. I applied for a new job - one that truly excites me - and I got it! I start in the Summer Term, and for the first time in months, I feel hopeful."

It’s moments like these that remind me why our work is so important. The Education Support helpline isn’t just a number—it’s a lifeline for teachers and education staff facing their toughest moments. Every day, people like Bryony reach out, and every day, we are here to listen, support, and remind them they are never alone.

You can call the helpline on 08000 562 561

*Name changed to protect identity

Since that conversation, Bryony has regained control. "Speaking to someone gave me the confidence to take the next step. I applied for a new job - one that truly excites me - and I got it! I start in the Summer Term, and for the first time in months, I feel hopeful."

It’s moments like these that remind me why our work is so important. The Education Support helpline isn’t just a number—it’s a lifeline for teachers and education staff facing their toughest moments. Every day, people like Bryony reach out, and every day, we are here to listen, support, and remind them they are never alone.

You can call the helpline on 08000 562 561

*Name changed to protect identity