At Juno, we know that a single phone call can change a life. Our helpline operates 24 hours a day, every single day of the year, providing a vital service for women and girls experiencing domestic abuse. Every year, we receive over 16,000 calls, each one a voice reaching out for help, understanding, and hope.
On National Helpline Day, we want to highlight the incredible work of our helpline team and acknowledge the importance of this lifeline for so many.
And so we thought you may like to hear from two of our team in their own words! So, you’ll find their thoughts further down in the article. For now, let’s introduce you to how the helpline works.
A Safe Space to Speak and Be Heard
Domestic abuse takes many forms—physical, emotional, financial, and coercive control. Whatever the situation, the women who call us need someone to listen without judgement, someone who understands, and someone who believes that their situation can change. That is exactly what our helpline offers.
Our dedicated team of women are trained to provide compassionate support. Many of them are survivors themselves, bringing a deep, personal understanding of what it feels like to live in fear and uncertainty. They know what it is to feel trapped, unheard, and exhausted. They also know that things can get better. They are proof that change is possible and that happier days can come. Just read the experience of Kez below…
Kez’s Story – from personal experience to helping others.
One member of our helpline team is Kez, who started as a volunteer and then became a member of staff. We asked Kez: what prompted you to volunteer on the helpline initially?
Kez explained that she had experience of domestic abuse in her family and wanted to help women and children surviving the same experience. She says:
“My stepdad was abusive to my mum, not really in front of me. But I know she was scared of him. One day he assaulted her in front of me.
My mum could not get out of the relationship until my family got involved. I then had friends that had domestic abuse in their home and that’s when I thought I wanted to help women in these situations.”
Kez’s life experience helps her really understand the difficulties faced by women, girls and children suffering domestic abuse. And being a helpline worker is not an easy role. It requires emotional strength, patience, and an unshakeable belief that change is possible. It means being the calm voice in the storm, the person who holds space for another’s pain, and the quiet but firm reassurance that they are not alone.
So, we asked Kez: what are the rewards of working on the helpline? Kez explains:
“The rewards are that women are able to live free and rebuild their life and become strong. They sometimes say they thought they would never be able to get out of a situation. They tell us how well they’re doing and how much they appreciated the support and that they couldn’t of done it on their own.”
This is lovely to hear! And hopefully encouraging to all the women and girls reading this who would like to ring or email the helpline but maybe feel a little worried about it.
So, we asked Kez: what would you like a woman or girl, who is experiencing domestic abuse, to know about calling the helpline? Kez says:
“We would never judge and always listen and respect their situation with understanding and empathy. Every call is different so we go on what the caller wants.”
And this is so important. Any caller to the helpline will have help tailored to their unique situation. We cater for women of all races and have a dedicated BAME (Black and Minority Ethnic) support worker. We can help those in same-sex relationships. We help females at different life stages, including younger people, older and elderly women. And we have an understanding of how being differently abled can affect domestic abuse experience too.
For our final question, we asked Kez: what do you enjoy doing outside of work? Do you have any hobbies that help you relax? And Kez said:
“I love watching films and travelling.”
Which sounds a great way to spend your free time! Thank you, Kez, for everything you do. We appreciate you.
If getting to know Kez has made you feel more comfortable about ringing the helpline, that’s great. Let’s talk more about how we respect your information and the pace at which you want to go.
Confidentiality and Choice
One of the most crucial aspects of our helpline is that it is completely confidential. We understand that every caller’s situation is different, and we never pressure anyone into taking action they are not ready for. Our role is to listen, support, and provide information about the options available, allowing each woman or girl to make the choices that are right for them.
Many of our callers ring back multiple times as they process their situation, seek reassurance, and build the strength to take their next steps. For those living in risky environments, we have a system of safe words that allow the conversation to switch to something neutral if their perpetrator enters the room. This ensures that our callers can reach out safely, without increasing their risk.
Decades of Experience, Thousands of Lives Touched
Juno has decades of experience running our helpline, and in that time, we have supported countless women and girls. We have seen the power of listening, the strength that comes from feeling believed, and the difference it makes when someone knows they are not alone.
With each call, our helpline workers offer more than just advice; they offer a lifeline. Whether it is helping a woman to create a safety plan, connecting her to local services, or simply offering a kind and understanding voice when she feels most alone, our team is there every step of the way.
Another member of staff you could speak to is Sophia. We asked her some questions so you can hear her thoughts about the helpline.
Sophia’s Story – a desire to work on the ‘front line’ to empower women.
We asked Sophia: what prompted you to start working on the helpline? And she explained:
“I wanted to work on the ‘front line’, responding to people in need.”
We appreciate that Sophia, and Kez, both wanted to work directly with those surviving domestic abuse. There are many other volunteer and paid roles within Juno, some of which are ‘hands-on’ and many which are more back office support. So, there is something for everybody! (For paid jobs see here and for voluntary roles see here.)
We asked Sophia: what are the rewards of working on the helpline? She said:
“The sound of relief on the other end of the phone when I have helped someone emotionally or practically in a significant way.”
And so many women and girls tell us it’s that feeling of relief that helps them feel so much better.
So, we asked Sophia: what would you like a woman or girl, who is experiencing domestic abuse, to know about calling the helpline? She states:
“We are a friendly, empathetic, and knowledgeable team. Don’t feel worried about calling us, we are here to listen and support with no judgement.”
And, of course, we wanted to know what Sophia enjoys doing outside of work? And she laughs:
“I am a serial hobbyist, so too many things to mention! I guess the consistent pastimes to unwind are running, exercise classes, crochet, and jigsaw puzzles.”
That sounds like quite a range! Thank you, Sophia, for everything you do. We appreciate you.
Honouring Our Helpline Team
So, you can see from reading about just two of our team, how the helpline staff are dedicated to helping women and girls experiencing domestic abuse. And at Juno, we deeply value all the incredible women who run our helpline.
They are the unseen heroes behind every call, providing unwavering support, guidance, and reassurance. Their dedication, empathy, and resilience make an immeasurable difference in the lives of those who reach out to us.
Today, on National Helpline Day, we want to take a moment to thank each and every one of them for the work they do. We see you, we appreciate you, and we know how much your compassion means to the women and girls who rely on us.
A Message to Those Who Need Support
If you are experiencing domestic abuse, please know that you are not alone. There is support available, and you deserve to be heard, respected, and to feel safe. Our helpline is here for you, 24 hours a day, every single day of the year. Whether you need advice, information, or simply a listening ear, we are here to help.
No matter how impossible things may feel right now, change is possible. You deserve happiness, safety, and peace. And when you are ready, we will be here to help you take the next step.
Together, we are making a difference—one call at a time.
If you or someone you know needs support, please reach out. Our helpline is here for you, day and night.
Juno Help
Calls to our helpline are free from landlines and mobile phones within the UK and do not appear on itemised bills. There is no pressure and everything is confidential.
Helpline: 0808 800 0340
Sometimes our helpline is busy and you might not get through the first time, so please try again. We will always call you back if you leave a message stating it is safe to do so and if you leave us a safe contact number in your message.
If you are hearing impaired, text “Relay/NGT” to 18001 0808 800 0340. This option is available 24-hours a day, 365 days a year.
You can also email us on [email protected] 9 am – 9 pm.
Please note, we may not be able to respond to emails straight away, but will try to reply within 24 hours.
National Help
If you’re further afield, you could contact other charities like Women’s Aid, who have instant messaging and email contact on their website: https://www.womensaid.org.uk/
The National Domestic Abuse Helpline (0808 2000 247) also provide confidential support. They can help you make a safety plan, find safe housing, and access legal protections.
The deaf health charity Signhealth also runs a domestic abuse support service, DeafHope, using British Sign Language (BSL).
The Survivor’s Trust (for sexual abuse and assault support) – www.thesurvivorstrust.org