Keralam plans to take over Elderline’s operations

As uncertainty over the operation of Elderline, the national helpline for senior citizens (toll free 14567), continues in Kerala, the state government plans to take it over and run it as a 24/7 helpline.

The government’s decision to go ahead with the trust line also follows a plan to set up an elder care department in the state soon.

Since the 24×7 helpline is on the agenda of the government as part of its 100-day programme, the government plans to run the state’s call center during night hours as the national helpline only operates during the day.

Officials say the Union government plans to shut down Elderline operations. The state decided to take it over at this stage and convert it into a 24×7 helpline.

Salaries not paid

Meanwhile, although the move to restructure the operation of the helpline has been shelved for the time being, causing great concern among staff, beneficiaries and organizations that care for the elderly, the helpline staff who have been working without pay since the beginning of this year are hopeful that they will be sanctioned soon.

Staff say there are plans to abolish state-level offices and turn the helpline into a centralized zone project. Operations would be handed over to another agency instead of the National Institute of Social Defense (NISD), which is the national implementing agency, and all calls from the elderly in the southern zone would be linked to the zonal office.

That transition was expected to be made after the current memorandum of understanding with the state expires on Sept. 30.

However, the Union Ministry recently issued a notification extending the project in its current form until March 31, 2027, or until further notice. The decision has brought some relief to the employees, however, as their salaries since the beginning of the year and charges to service providers for electricity, water and grid connection are pending.

Employees say Keralam is waiting for funds from last year and till September this year from the 100% centrally sponsored scheme, even though most states have been sanctioned by NISD.

Without pay for months, 10 operators, three managers, one project manager and one financial officer are having a hard time. “What’s worse is that they are being denied funds for a government-run project. We are somehow holding on because the state government is involved,” says an employee.

Government officials say they have repeatedly contacted the ministry and have been promised that the funds will be sanctioned soon.

Published – 9 Sep 2026 07:15 IST