by Aida Zadran

When I stepped into the role of Helpline Manager six months ago, I felt a mixture of excitement, pride, and a fair amount of uncertainty. Taking on a new role is always daunting, but joining a domestic abuse charity, and becoming responsible for a helpline that supports people at some of the most difficult moments of their lives, felt especially significant.

As we celebrate MWN helpline’s 11th anniversary, I find myself reflecting not only on the incredible work the service has delivered over the years, but also on my own journey into this role.

Coming from a background in mental health and education, this role felt like both a new challenge and a natural progression. In mental health, I learned the importance of listening without judgement, and of holding space for people when things feel overwhelming or unsafe. As a teacher, I developed skills in communication, safeguarding, resilience, and adaptability, often juggling competing demands while keeping people at the centre of every decision. At the time, I didn’t realise how vital those skills would be when stepping into this role, but now I see how deeply they’ve shaped the way I approach helpline management.

In the early weeks, I questioned myself often. Was I doing enough?

Still, nothing quite prepares you for the reality of the calls that come through on the helpline. The courage of survivors, the complexity of their situations, and the responsibility of ensuring they receive safe, compassionate, and effective support is humbling. In the early weeks, I questioned myself often. Was I doing enough? Was I getting it right? Could I truly do justice to the service and the people who rely on it?

What made all the difference was the team. 

From day one, I have felt incredibly supported by colleagues who are not only skilled and knowledgeable but deeply committed to the people we serve. Their patience, openness, and willingness to share their expertise has helped me grow in confidence and capability. There is something truly special about being part of a team that believes so strongly in the work they do - it’s motivating, grounding, and inspiring.

Muslim Women's Network UK has also played a huge role in my journey so far. I’ve been given opportunities to learn, develop, and shape my role in ways that feel meaningful and empowering. Being trusted, encouraged, and invested in has made stepping into a management role feel less intimidating and more like a shared journey.

What made all the difference was the team. There is something truly special about being part of a team that believes so strongly in the work they do - it’s motivating, grounding, and inspiring.

Six months in, I’m still learning every day about the realities of domestic abuse, about management, and about myself. But alongside the challenges, there is a real sense of privilege in being part of a helpline that has supported survivors for 11 years. 

Muslim Women’s Network Helpline is more than a service; it’s a lifeline, a place of safety, and often the first step towards change.

As we mark this anniversary, I want to acknowledge the incredible work that has gone into building and sustaining the helpline, past and present staff, volunteers, and, most importantly, the survivors who have trusted us with their stories. I’m proud to be part of this chapter, and excited for what lies ahead.