- Israel

First 24/7 Hotline for Elderly Serves as a Lifeline

Kala, a helpline volunteer with 27 years of experience, hears a frail and despondent voice on the other end of the line. The woman, who never introduces herself, has called to talk about her family — specifically, her grown children. She is too ashamed to talk about her personal problems with the people closest to her. She expresses feeling alone and isolated.

Kala instinctively knows that she can help this woman. She listens and encourages her speak about the issues that are causing her such shame and grief. By the end of the conversation, Kala is working with the caller to find productive alternatives to her current situation. This is just one of the many calls that Kala receives during her 12-hour shift at the JDC Eshel social emergency helpline for the elderly, which, in her own words, "provides a confidential outlet for elderly who want to talk, without being judged."

Bringing dignity to the elderly should be a common goal in any society, yet a recent study conducted by JDC ESHEL (The Association for the Planning and Development of Services for the Aged in Israel) and the University of Haifa found that 20% of Israel’s senior citizens are subject to verbal and physical abuse. Moreover, one out of every four Israelis over the age of 60 suffers from neglect.

JDC ESHEL develops innovative, community-based services to care more effectively for the elderly. The organization has maintained a constant awareness of the needs of Israel’s senior citizens, taking actions to improve their well-being. In participation with the Israeli Government, JDC ESHEL partnered with ERAN, Israel’s leading helpline provider which offers confidential emotional support, 24 hours a day, to those who are lonely, depressed or going through personal crises. Recognizing that Israel’s aging population faces unique challenges and has distinct emotional needs, JDC ESHEL enlisted ERAN’s services to establish a helpline solely for the elderly — the first one of its kind in Israel.

At present, the elderly helpline operates 24 hours a day, 365 days a year. There are 300 volunteers, all of whom have received over 60 hours of specialized training in communication, geriatrics and law, and are knowledgeable about the social resources available to aid the elderly. Mature ERAN volunteers facilitate comfortable dialogue with the callers, search for alternative solutions to their challenges and, when necessary, refer them to professional agencies.

Kala started volunteering for the helpline when it first opened in November, 2004. For a long time, she has been aware of the vital need for this type of service. "Senior citizens have a need to speak, and I noticed there was nobody out there listening to them," she explains.

If the numbers are any indication, Kala was right. The line now receives an average of 300 calls per month. Information regarding this valuable resource has been spread via word of mouth, as well as radio and print advertisements. Medical clinics and health care professionals have also played an important part in informing the public.

Kala, among others, has experienced that the service is making a positive difference in people’s lives. "The line is proving it’s own worth. It provides a solution for one of the biggest problems plaguing the older population: loneliness. One call can end their isolation." For a senior citizen living alone, just knowing that there is a person to talk to in the hardest hours of the night can make all the difference.