Helpline

My agency has a helpline available for anyone to call to receive free information about pretty much anything education related. We have certain staff members who are dedicated to manning the lines day in and day out (I can’t even imagine). Answering a never-ending stream of calls from parents, students, and educators who are angry, fearful, or confused. Because we have so many calls constantly coming in, the rest of the staff here is required to answer two calls per month as a way to help out those whose days are completely run by the phone rings.

I always start off being very nervous when I get my helpline assignments. I still feel so inexperienced and unqualified to be relied on to solve a family’s troubles. As the months progress, I have definitely been learning more and more about the world of education here in New York City, and I am able to have conversations where I end up impressing myself with all the knowledge I’ve gained. I nevertheless still feel inadequate when talking to these families, and I usually end up saying, “let me talk to my supervisor about that,” but I guess that all comes with the territory? I’m sure there are countless other Jesuit Volunteers out there who feel the same way. We sometimes get thrown into these positions that require a level of expertise that we haven’t yet reached. It’s easy to feel overwhelmed by all that is expected of you, but I’ve come to realize that I am totally okay with being honest with people and telling them, “You know, I’m not sure about that, but I will ask someone who knows and get back to you.” These clients deserve our honesty, and I hope they realize that I truly want to help them, even if I don’t have the immediate solution to their issue.

I love knowing that my organization has this helpline as a resource. We have a number that anyone can call, and even if we don’t pick up, we return messages as quickly as possible. I also love that everyone on staff is involved in returning these calls—even the summer interns that have just arrived! I love being a part of something that is so dedicated to helping others, and I can’t believe how little time I have left to enjoy this blessing.