The 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 gaps in adult literacy provision.