A study was conducted to understand and assess the needs of the elderly, the existing helplines in the country and also some international helplines for senior citizens. Based on the study, the need for a helpline at a national level was recognized. Government of Telangana and Tata Trusts piloted the helpline in Telangana between March 2019 and September 2020.
Based on this experience, MOSJE decided to establish state helplines at each state level and have a single call management platform and unique number (14567) that will enable services for the senior citizens through a National level structure. Thus Elder Line was conceptualised.
Elder Line will operate on all seven days of the week from 8 AM to 8 PM since it is categorised under non-emergency service and extension of working hours will be backed by findings and requirement.
National Implementing Agency (an empowered Committee) set up by MOSJE along with NISD (National Institute for Social Defence) is currently hosting the Elder Line along with the States. Operationally, the state agencies will be working closely with all state departments and district functionaries to deliver services. This is a collaborative approach between MOSJE, State departments, Identified state agency, NGOs, local senior citizens group, voluntary groups etc.
Elder line has two key components, a connect centre that has officers who empathise with the senior citizen and understand the problem faced by the elder supported by a strong field support that takes care of “on the field” interventions that are required out of the service requested by the senior citizen. Services offered to senior citizens are broadly categorised into four services:
- Information– Doctors, Hospitals, Old Age Homes, and Activity centres etc.
- Guidance– Legal, Maintenance act related, Pension related queries
- Support– Life, anxiety, relationship management and emotional support
- Intervention– Direct (addressing abuse of elders and conducting rescue of homeless and abandoned elders) and Indirect (building ecosystem)
To operationalise Elder Line, following readiness conditions have been established: –
- State identifies agency to operationalise helpline through a pre-defined process
- Physical and software infrastructure is procured and installed
- Resources are identified and capacity built
- Information is collected and tabulated as Knowledge Bank for all areas which might be of use to senior citizens
- Government and non-government agreements are made with like-minded organizations to walk along with the agency to assist elders
- A dry run is conducted to identify and re work on any possible bottle necks
- Elder line in numbers: –
Work hours: – 8 AM to 8 PM
Work days: – All 7 days
National Helpline for Sr Citizen (Elder line-14567) has been made operational on toll free number 14567 in 06 States (Telangana, Tamil Nadu, Madhya Pradesh, Rajasthan, Karnataka, and Uttar Pradesh) for the following services to Sr. Citizens:
- Information- Doctors, Hospitals, Old Age Homes, and Activity centres etc.
- Guidance- Legal, Maintenance act related, Pension related queries
- Support- Life, anxiety, relationship management and emotional support
- Intervention- Direct (addressing abuse of elders and conducting rescue of homeless and abandoned elders) and Indirect (building ecosystem)
Elder Line is a National Helpline for Senior Citizens (NHSC) set up by the Ministry of Social Justice and Empowerment in collaboration with National Institute of Social Defence (NISD) and State Governments. National Implementing Agency (an empowered Committee) set up by MOSJE along with NISD (National Institute for Social Defence) is currently hosting the Elder Line along with the States. Operationally, the state agencies will be working closely with all state departments and district functionaries to deliver services. Elder Line 14567 is a toll-free number open 12 Hours a day (8:00 AM to 8:00 PM), that provides free information, guidance, emotional support, field intervention in cases of abuse & rescues in order to improve the quality of life of senior citizens. In case of emergencies like pandemic, this helpline can support senior citizens with the right and on-time information for medical needs, emotional support and other associated needs in collaboration with all the state departments.
