Empowering senior citizens in India©

Vinod A. Iyengar November 09Mob: +91-98184-34418; email: viyengar@sify.com

Senior citizen fact-file 90 Mn senior citizens in 2007 87% with no health insurance 62% financially dependant 42% with very poor health 40% dependant for mobility

173 million senior citizens in 2025

Helpline goals

Augment client base

Increase outreach: touch a million elders

Motivate elders to actively participate

Current Helpline Model

Information:·Old-age homes·Day-care centers·Clubs·Associations·Relevant NGOs·Doctors/Therapists·Hospitals/Chemists·Pension/Legal-aid

Intervention:·Emergency services· Rescue & relief·Special services

Counseling:·Active listening·Reflective listening·Advice·Other

Caller 1 Telephone Exchange

Corporationor NGO

Call Monitor

MS Excel database

Caller 2

Supervisor

Weaknesses in Helpline Model

Probable causes: Convenience, reliability & speedy response

lacking Limited hours deny services when most needed Inadequate software, protocols & training create

hold-ups Single connection encourages bottlenecks and

calls drops Limited bouquet of services

Common problems of elders not adequately addressed

Elders forced to look elsewhere for assistance Lack of awareness vis-à-vis existence of

Helplines

Few calls, limited out-reach

Overcoming shortcomings Increased telephone lines 7 days/week, 12/24 hours availability IT software & interactive databases Improved, IT based service protocols Wider range of services Retired doctors/other experts to field

calls In-house training facilities Awareness drive & innovative

publicity

Leveraging technologyIncreasing outreach

Common Aging Challenges

Mobility Medical

Chronic illnesses Communicable diseases Injuries Dementia

Psychological Anxiety, depression, etc.

Financial & legal Friendship & leisure

Recommended Model

Travel/Leisure

Protocol Software

Caller 2

Caller 1 Telephone Exchange(Call Hunting Facility)

Corporation or NGO

Caller 3

Intelligent Voice Recognition

Automatic Call Distribution

Doctor/Psychologist

Legal Adviser

Financial Adviser

Home Deliveries

Local Transport

Interventions

Information

Supervisor

Home Services

Agents

Simultaneous calling

What will be needed - 1Upgrading & expanding network

‘Bundled’ telephone lines for toll-free no. Multiple telephone lines with single ‘mask’

number ‘Line hunting’ facility at telephone

exchange To direct in-coming calls to ‘free’ lines in the

‘bundle’ Automated call distribution system (ADC)

To route calls to relevant group, selects who gets call

To determine caller Id, time, day, keypad input, etc.

Intelligent voice recognition system (IVR) To get caller info, allows selection of

new/existing To play recorded messages, e.g. place in

queue, etc.

Stage: 1 10

Centers

Stage:2 20

Centers

What will be needed - 1 (contd.) IT software with protocols

Contact/personal details of senior citizen Issuing reference number Recording of query/problem/concern Responding with database info. or escalation to

expert Databases (web page data entry &

retrieval) Callers, problems, helpline responses, feedback,

etc. Broad-spectrum information

(homes/pharmacies/etc.) Common old age medical conditions & simple

remedies General legal/financial concerns & common

responses Home service vendors (chemists/path labs/kirana

stores) Travel, leisure & entertainment, discounts, etc.

Stage:2 20

Centers

Stage: 1 10

Centers

What will be needed - 2

Liaise with local vendors for: Home delivery:

fruits/vegetables/groceries Doorstep collection of pathological

samples Subsidized commercial transportation

Link with doctors for home visits Orientation courses and

connecting: Domestic helps and caregivers Electrician/plumber/carpenter/etc. Part-time/full-time drivers

Mitigating mobility challenges12 x 7 Servic

e

Stage: 1 10

Centers

Stage:2 20

Centers

What will be needed - 3

Interactive database: On common medical problems &

solutions Motivate practicing

doctors/psychologists: Home visits for senior citizens Fee discounts for senior citizens

Inspire retired doctors/psychologists to: Volunteer and give medical advise on

Helpline Enrol for computer/communication

training Professional orientation courses for

above

Alleviating medical problems24 x 7 Servic

e

Stage: 1 10

Centers

Stage:2 20

Centers

What will be needed - 4

Interactive database: On common legal problems & solutions

Persuade practicing legal counsellors: Home visits for senior citizens Fee discounts for senior citizens

Motivate retired lawyers/advocates to: Volunteer and give advise on Helpline Enrol for computer/communication

training Professional orientation courses on

above

For mitigating legal challenges12 x 7 Servic

e

Stage: 1 10

Centers

Stage:2 20

Centers

What will be needed - 5

Interactive database: On common financial problems &

solutions Persuade practicing accountants/CAs

for: Home visits for senior citizens Fee discounts for senior citizens

Motivate retired CAs to: Volunteer and give advise on Helpline Enrol for computer/communication

training Professional orientation courses for

above

For mitigating financial challenges

12 x 7 Servic

e

Stage: 1 10

Centers

Stage:2 20

Centers

What will be needed - 6

Interactive database on: Senior citizens’ social sites Travel & tour agents Discounts on entertainment/travel/etc.

Establish HelpAge social networking club Connect like-minded elders through

Helpline Motivate retired travel agents to:

Volunteer and give advise on Helpline Professional orientation courses for

above

For friendship/leisure activities12 x 7 Servic

e

Stage: 1 10

Centers

Stage:2 20

Centers

What will be needed - 7

Sustained publicity In radio, TV, newspapers, magazines, etc. Pamphlets & handouts in schools &

colleges Notices in clubs & housing societies ‘Pop-up’ advertisements in NGO websites Sms text broadcasts Signs on auto-rickshaws, taxis & buses

Liaison: relevant organisations/associations

Funding for: New hardware and for software

development Advertisement expenses

Stage: 1 10

Centers

Stage:2 20

Centers