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Over almost 30 years it has grown through changing needs, providing guidance to learners and program providers while maintaining a database of services. During the pandemic, call volume and complexity increased markedly, enabling evidence on gaps, access barriers, and the impacts of shifting online provision and health-related constraints.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/australias-reading-writing-hotline-an-ongoing-innovation-report-from-the-field/589235/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/australias-reading-writing-hotline-an-ongoing-innovation-report-from-the-field/589235.png","ImageObject",300,407,{"name":92,"@type":93},"Đào","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-11-11","2026-10-15",true,{"@type":102,"interactionType":103,"userInteractionCount":39},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What was the Reading Writing Hotline originally created to do?","Question",{"text":112,"@type":113},"It began as phone support for viewers of an educational TV series and accompanying workbook for at-home literacy learning.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How has the Hotline’s role changed over time?",{"text":117,"@type":113},"Its purpose shifted from supporting the TV series to providing information and referrals to face-to-face services, and it now advises individuals and organizations.",{"name":119,"@type":110,"acceptedAnswer":120},"What changes did COVID-19 create for the Hotline and its callers?",{"text":121,"@type":113},"Call numbers increased significantly, and issues became more complex as needs had to be unpacked alongside other circumstances; the Hotline also monitored how COVID-19 affected learners and providers.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},589235,1792211180,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":39,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":29,"language":139,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":140,"faqs":141,"seo_title":142,"seo_description":67,"update_tm":143,"read_time":144,"preview_page_count":4},1374402968488,"https://ap-avatar.wpscdn.com/davatar_29158cc5080c5b710cf443261637dec0","ADULT LITERACY EDUCATION SPRING 2023  \n| [http://doi.org/10.35847/VIles.LCassidy.JFinch.5.2.33](http://doi.org/10.35847/VIles.LCassidy.JFinch.5.2.33) |  |\n| --- | --- |\n|  | Report from the Field |\n\nAustralia’s Reading Writing Hotline: An Ongoing Innovation  \nVanessa Iles, Lindy Cassidy, and Jill Finch Reading Writing Hotline at TAFE NSW  \nAbstract  \nThe Reading Writing Hotline was originally conceived as phone support for viewers of an educational TV series. Celebrating it's 30th anniversary next year, it has evolved to become a national referral service for learners, as well as an information and advisory service for industry and community. It recorded a significant increase in call numbers and complexity during the pandemic. Because of its unique connections with learners and program providers, the Hotline’s case studies and statistics are a valuable resource for governments and policymakers. The Hotline is trialing several pilot projects to address gapsin adult literacy provision.  \nKeywords: adult literacy, informal learning, online learning, distance learning  \nThis article outlines the history and evolving purpose of Australia’s adult literacy phone referral service. The Reading Writing Hotline, Australia’s free referral service for adult literacy and numeracy, has operated for almost 30 years . Other adult literacy services and programs have come and gone. By adapting to the needs of our communities, the Hotline has survived the many changes in the field and now has a unique overview of adult literacy needs across the country.  \nThe Beginnings  \nThe story of the Hotline begins in 1990, UNESCO’s International Literacy Year, when the Australian government started to recognize the need for systematic adult literacy services. While some English classes were provided for migrants, there  \nwere few opportunities for the many Englishspeaking Australians who had had minimal or disrupted education due to remote location or social disadvantage.  \nATV series and workbook was developed to support at-home literacy learning. The Hotline was initially funded as a phone support line for this series and workbook and took its first calls in 1994. Media ads were developed to promote the series and the Hotline.  \nCalls skyrocketed as the previously hidden demand for adult literacy provision was revealed, and learners’ fears and embarrassment began to be recognized. The Hotline was a groundbreaking service because phones were answered by experienced teachers, who understood the difficulties of callers and the barriers they faced and could respond sensitively.  \n[Correspondence: vanessa.iles@readingwritinghotline.edu.au](Correspondence: vanessa.iles@readingwritinghotline.edu.au) 33  \nOver subsequent years classes and tutor schemes became more widely established, and the Hotline’s purpose shifted from supporting the TV series to providing information and referrals to face-to-face services.  \nThe Hotline Today  \nThe service continues to be funded by government, maintains a national database of numeracy/ literacy program providers, and receives more than 4000 phone and email enquiries a year. However, the work of the Hotline has evolved as Australian society has become more complex, and much has changed in the adult literacy sector since 1990.  \nThe range of provider and program types and sites has increased, as has the role of technology in everyday life. We have greater understanding of multiple literacies, and the important connected roles of numeracy, literacy and digital literacy. Our national demographic profile is more culturally diverse, and there is recognition of systematic disadvantage of Indigenous Australians. Policies on education and economic development have fluctuated or waned.  \nThe Hotline now provides advice not just to individual callers, but to job agencies, employers, libraries, industry, and government agencies. Our website receives around 66,000 visits a year, in addition to our calls and emails. The Hotline is a relia","cbCaipWPbDQx2HHo","https://ap.wps.com/l/cbCaipWPbDQx2HHo","pdf",102969,"English","# The Reading Writing Hotline at TAFE NSW\n## Abstract\n## The Beginnings\n## The Hotline Today\n## COVID-19 Changes","[{\"question\":\"What was the Reading Writing Hotline originally created to do?\",\"answer\":\"It began as phone support for viewers of an educational TV series and accompanying workbook for at-home literacy learning.\"},{\"question\":\"How has the Hotline’s role changed over time?\",\"answer\":\"Its purpose shifted from supporting the TV series to providing information and referrals to face-to-face services, and it now advises individuals and organizations.\"},{\"question\":\"What changes did COVID-19 create for the Hotline and its callers?\",\"answer\":\"Call numbers increased significantly, and issues became more complex as needs had to be unpacked alongside other circumstances; the Hotline also monitored how COVID-19 affected learners and providers.\"}]","Australia’s Reading Writing Hotline: An Ongoing Innovation - Report from the Field | PDF",1792066805,15]