This Kerala helpline for the elderly gets most calls from men: What bothers them?

Elder Line, the helpline that has offered guidance, emotional support, and a sense of companionship to isolated senior citizens, is completing four years of service. The number of people calling the toll-free helpline 14567 has steadily increased over time. Estimates show that more than 1.5 lakh people have reached out to Elder Line for support over the past four years. Thiruvananthapuram accounts for the highest number of calls, followed by Ernakulam, Kollam, Thrissur, and Kozhikode.

Elder Line
Elder Line, or the National Helpline for Senior Citizens, is a centrally supported initiative jointly implemented by the Social Justice Department and the National Institute of Social Defence. The project aims to ensure the welfare and protection of elderly citizens.

In Kerala, the service was launched on Kerala Formation Day in 2021, with its base in Poojappura, Thiruvananthapuram. Through the toll-free number 14567, people above 60 can seek help directly or over the phone for guidance on different matters, mental health support, protection from abuse, assistance for the destitute, and rehabilitation-related needs. The helpline operates from 8 am to 8 pm. 

Over a hundred calls daily
The helpline receives over 100 calls per day (a daily average of 112). Since its launch, more than 1.5 lakh senior citizens have sought assistance from Elder Line, according to data compiled by the Social Justice Department till November 20.

The department also noted that over 300 calls required direct on-ground intervention. However, the project’s operations have taken a hit following the Union Government’s decision to remove field-level staff who had been deployed until July 2023. According to A R Arun Raj, Project Manager of Elder Line, interventions for senior citizens are now handled through district offices of the Social Justice Department, allied agencies, and various volunteer organisations.

Most callers are men
Most calls relate to pension information, government welfare benefits, old-age homes, and legal support. A majority of callers are in the 65–85 age group, and 65% are men.

‘Sallapam’ offers companionship
‘Sallapam’ is an initiative designed to bridge the gap between the elderly and the younger generation through meaningful telephone conversations. It aims to improve the mental well-being of senior citizens and reduce feelings of isolation. Launched by the Department of Social Justice, the project seeks to bring warmth and connection into the lives of older people, especially those who live alone.

The project is run with the support of social work students from various colleges who volunteer their time. Through ‘Sallapam’, senior citizens can connect with young volunteers over the phone, fostering intergenerational bonding and promoting awareness of elderly care among youth. Implemented via Elder Line (14567), the project was launched in September this year and has already received 146 calls.