PANAJI
After months of silence, Goa’s Elderline 14567 helpline has come back to life, and with it, hundreds of silent cries for help from the State’s senior citizens.
In May alone, over 240 calls were received by Alankit Assignments Ltd, the agency currently managing the helpline which has partnered with the Goa government for operations. Many of these calls were from elderly Goans but some are also routed from other States, especially when phone lines in those States are busy.
“Though it’s a national helpline, Goa centre has played a bigger role. Calls are attended to from neighbouring districts and other States too, and the respective helpline members are informed immediately for assisting the callers,” Director of Social Welfare Ajit Panchwadkar said.
Project Manager of the National Senior Citizen helpline Jyoti Kambli along with the technical staff, has been handling the call centre in Goa. From offering emotional support to solving legal tangles, Kambli’s phone is a lifeline for many.
They just need someone to talk to
Director of Social Welfare Ajit Panchwadkar says “many callers don’t even need support in the conventional sense. They just want someone to talk to. They are lonely, their children are abroad or too busy, and often, these calls are their only interaction for the day”.
Retired government employees, including teachers and policemen, have called in feeling ignored or disrespected.
“They feel forgotten. Even when they approach offices for their basic work, it is often delayed or not taken seriously. We counsel them and also follow up to check how they are doing later,” he added.
Abuse, legal issues
One of the more disturbing cases involved a retired central government employee from Goa who owns a flat in Mumbai. The man rented it out after returning to Goa, but his son allegedly began threatening the tenants, demanding possession of the flat. His wife, siding with the son, has also been pressurising him to hand over the property. “Police complaints have been filed against the son, and Alankit is following up. The local police are cooperating,” Panchwadkar confirmed.
In another case, a senior citizen who worked abroad had regularly transferred money to his wife’s bank account in Goa. When she passed away during the Covid-19 pandemic, the “no nominee” accounts created hurdles for him. Based on reports sent regularly to the department, the director disclosed that the locker too contains documents the senior citizen now can’t access.
“There are no children. His married sister is helping him, and Alankit has stepped in to get court orders and bank formalities sorted. Free legal aid has been arranged,” Panchwadkar said.
Some calls are more about relationships than rights as many elderly parents feel ignored by their children. “We counsel them that it’s a different phase now wherein their children are working, and they must accept the changes with grace. But often, what they need most is someone to simply listen.”
“The helpline treats every caller with time and dignity. No call ends in under an hour,” Panchwadkar said, speaking on the seriousness of each case.
Complaint resolved
In yet another case, an elderly man who lost his wife had to cancel a travel booking worth Rs 3,000. The agent refused a refund. “We told the agent the matter will be taken up with the consumer court and tax authorities for cheating. Only then did he refund the money,” said Panchwadkar.
AI guidance
Artificial Intelligence tools are being used to assist the helpline in offering more targeted help. While the technology is helping the team identify issues quickly, it is also providing accurate guidance.
