PANAJI
Three months after its much-publicized launch, Elderline 14567 a toll-free helpline for senior citizens is struggling due to logistical challenges and a critical operational issue -- calls are allegedly being redirected to a central facility in Delhi instead of being handled locally in Goa.
This setback seems to have defeated the very purpose of the helpline, which was intended to help the elderly population promptly and efficiently.
Government sources revealed to The Goan that the call centre set up through a Memorandum of Understanding signed between the Directorate of Social Welfare and Alankit Assignments Limited is yet to function as promised.
“We have nodal officers monitoring the situation and subsequent operations, but logistical problems and call diversions have delayed operations,” admitted a source adding that logistics and manpower arrangements are tasked to the service provider. "The system should be running smoothly shortly," added the source, although a timeline for full functionality remains unclear.
Launched on October 1, 2024, with ambitious assurances of becoming fully operational within 45 days, the helpline will handle calls/cases of abandoned elders, abuse and medical emergencies.
Under the MoU, Alankit is responsible for integrating key government departments including police and welfare officers among others concerned to streamline operations. With delays, vulnerable citizens remain in limbo. Response to an email query from The Goan to Alankit is awaited.
As per further details about the project, the helpline, part of the National Helpline for Senior Citizens (NHSC) initiative by the Government of India and operational daily from 8 am to 8 pm, has been designed as a critical support system offering guidance, emotional support, and field interventions for abused or neglected senior citizens.
“It is a safety net for the elderly and a comprehensive solution to the problems faced by the elders. However, operational challenges and call diversions stalled its progress for now,” sources said.
Despite the setbacks, sources said the agency remains optimistic that the helpline will soon begin functioning seamlessly. For now, the Goa Police Senior Citizen Helpline is operational 24/7 and can be reached at 1090.
