Teachers calling counselling helpline being answered by US operators

TEACHERS calling a helpline for counselling on professional and personal problems are being answered by operators in the United States.

The Employee Assistance Service was set up last October for the country’s 55,000 primary and second-level teachers. It can also be accessed by their spouses, partners and children over 16. They can talk over the phone or arrange a face-to-face session, to discuss work problems or personal issues such as bereavement, depression or addiction.

In its first three months, the service received 285 queries. But while the phone lines are open 24 hours a day every day of the year, callers outside certain hours are diverted to a call centre in the US.

According to Teachers Union of Ireland education and research office Bernie Judge, members have been put off when they get through to American operators.

“It has happened mostly outside office hours but we would be concerned that the person should be familiar with our education system if the caller wants to discuss a professional problem,” she said.

“We wouldn’t make a big issue of it unless there are a number of bitter complaints but we will be asking members to let us know if it happens during normal business hours,” Ms Judge said.

The service is operated by VHI Corporate Solutions, awarded the contract last year by the Department of Education, which sub-contracts the work to an international firm.

A VHI Corporate Solutions spokesperson said 95% of calls are answered in Ireland but calls go through to an overflow line when lines are busy.

“From 10pm to 8am Monday through Friday and from 10pm on Friday to 8am on Monday, VHI partners with a US provider, who staff around the clock using only highly experienced counselling staff. It is important to note, however, that all calls are subject to clinical intervention on a local basis if the need arises,” she said.

The kinds of problems with which teachers have been seeking help were not disclosed, but Ms Judge said problems they encounter can be much different to those of other workers.

“Personal issues which have nothing to do with school life can have an impact in the classroom. In another job, you could expect adults to offer support if they know about a problem, but you can’t expect that from children,” she said.