Uncertainty looms over kerala senior citizens helpline

Kochi: Uncertainty looms over the functioning of the national helpline for senior citizens in Kerala, operated under the social justice department, after the Centre asked states to discontinue state-level offices and convert the service into a centralised zonal project by March 31. With assembly elections due in the coming months, officials fear that dismantling the existing network could disrupt the functioning of Elderline (14567), which has emerged as a key support system for senior citizens in the state. During the current financial year till Feb 15, 2026, Elderline Kerala handled 81,189 calls, averaging around 258 calls per day. The Sallapam project is also being implemented through Elderline. The helpline serves as the official contact point for the rapid response team and for monitoring cases registered under the Maintenance and Welfare of Parents and Senior Citizens Act, 2007. "When the Centre outsourced Elderline operations in some states, several call centres secured the contracts. But unlike elder welfare organisations such as HelpAge or social justice departments, call centres often do not conduct follow-ups. This affected the effectiveness of the helpline, prompting the Centre's decision. However, it would be better if the service continues under social justice departments with support from certified agencies. In Kerala, it functioned effectively earlier," said Biju Mathew, state coordinator of HelpAge Kerala. Officials said that from 2021 onwards, the helpline handled 1,81,951 calls, averaging 3,831 calls per month. In 2023, field-level operations were discontinued, project funding was reduced and services were scaled down significantly. After nearly two years of constraints, the helpline regained strength around mid-2025 and has been functioning efficiently since then. "Many elderly callers are unfamiliar with navigating language options or multiple prompts to access services. We receive calls seeking state-specific information such as pension details, welfare schemes, and in-person assistance at local offices," said Arun Raj, state coordinator of Elderline.