After 15 years of the Irish Times annual Helpline for students seeking college places, it might have seemed timely to question its continued place in the CAO season. There are some who feel that it adds to the media hype about results and college offers. There are others who value the opportunity to discuss the various options open to their son or daughter.

This year, however, has left those of us who help run it in no doubt as to its usefulness.

Starting on results day (August 15th), the phone has not stopped ringing. This is literally true. So much so that one feels guilty if it is off the hook for a few minutes in order to grab a quick cup of coffee.

The length of each call varies from just a few minutes to clarify a point, to up to 20 minutes when a problem needs to be talked through with sympathy and understanding. The great personal satisfaction derives from being able to set parents' fears at rest and to assure them that they are welcome to use the service as often as they wish.

This year certainly marked a transition to the electronic age. Both the CAO and the Examinations Branch of the Department of Education and Science deserve the highest commendation for the manner in which they made the results and the course offers electronically accessible.

The most striking aspect of this year's Helpline is how clued in parents are to the CAO system. Their queries were very specific. Although there was a large increase in the number of fathers phoning, the majority of callers still are mothers.

The situation in any household may be gauged by the tone of the voice on the other end of the phone. The strangest call this year was from a mother whose line was constantly breaking up until suddenly there was a loud noise of a toilet being flushed.

Even though students have until July 1st to change their minds, there are always students who just cannot see why the CAO will not allow them to take an offer lower down than the one they have been offered.

There are even those who have received their first offer but before one has time to say "well done" they tell you they are no longer interested.

A number of callers have applied to courses they know nothing about.

"Is this course any good?" they ask.

Displaying mild surprise, I query: "Why did you include it in your list of choices?"

"Never thought I would get it," comes the instant riposte.

Over the years, we have made friends with countless parents who value the service and return as each child passes through the system. Their gratitude and good humour keep us going. So if you are contacting the service next week and you get an engaged tone, please be patient.

We might be brewing a quick cup of coffee or, more likely, providing a listening ear to some upset soul.

The Helpline is on 1850-29 28 27