Emotional students lent a sympathetic ear

The clearing helplines at Huddersfield University took 1,000 calls in less than two hours. The 12 telephone operators gave information and advice to often distressed students almost continuously. But by lunchtime there still had not been a single query about the new tuition fees.

"I don't think it is something students are worried about," said Julie Pedler, Huddersfield University's Schools and Colleges Liaison Officer. "I find it a worry more for the parents than the students.

"We have been busier than ever this year and the students' qualifications seem to be higher. We are hearing of fewer N and U grades."

Mrs Pedler heads up the helpline operation with 10 women and two men, answering calls over the next two weeks. They are part of the university staff chosen for their sympathetic and helpful manner.

"Don't despair," one operator told a caller. "I know it is a traumatic time. I'll put you through to the tutor and he may still be able to help you." As soon as the phone is replaced, it rang again.

The pleas for help and guidance are repeated throughout the morning. The operators divert calls to take short breaks. "It gets to us all in the end," said one operator. "I've taken a few calls from parents and teachers who are calling in because the students have been too upset to speak.

"I was talking to one mother and I could hear her daughter sobbing in the background."

Yet another operator replaced the phone and said: "That was nice. He got all his points and is ringing to confirm his place on the law course. That's a nice feeling. I've had only two tearful ones so far.

"I've answered calls each year for three years now and it is a very traumatic time.

"Even students who have done well get very excited and don't always make themselves clear. It's a time of great turmoil for them.

"I feel I'm helping people get what they want and we try to ensure they are being as realistic as possible especially if they don't get the grades they need.

"We sympathise with them when the only alternative is to re-sit their exams."

Huddersfield University has a total student body of 15,000, about a third of whom are part time.