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Empowering senior citizens in India © Vinod A. IyengarNovember 09 Mob: +91-98184-34418;

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Presentation on theme: "Empowering senior citizens in India © Vinod A. IyengarNovember 09 Mob: +91-98184-34418;"— Presentation transcript:

1 Empowering senior citizens in India © Vinod A. IyengarNovember 09 Mob: ;

2 Senior citizen fact-file 90 Mn senior citizens in % with no health insurance 62% financially dependant 42% with very poor health 40% dependant for mobility 173 million senior citizens in 2025

3 Helpline goals A ugment client base I ncrease outreach: touch a million elders M otivate elders to actively participate

4 Current Helpline Model Information: Old-age homes Day-care centers Clubs Associations Relevant NGOs Doctors/Therapists Hospitals/Chemists Pension/Legal-aid 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 Intervention: Emergency services Rescue & relief Special services Counseling: Active listening Reflective listening Advice Other Counseling: Active listening Reflective listening Advice Other Caller 1 Telephone Exchange Corporation or NGO Call Monitor MS Excel database Caller 2 Supervisor

5 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

6 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

7 Leveraging technology Increasing outreach Leveraging technology Increasing outreach

8 Common Aging Challenges Mobility Medical Chronic illnesses Communicable diseases Injuries Dementia Psychological Anxiety, depression, etc. Financial & legal Friendship & leisure

9 Recommended Model Travel/Leisure Protocol Software Caller 2 Caller 1 Telephone Exchange (Call Hunting Facility) 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

10 What will be needed - 1 Upgrading & 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

11 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

12 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 challenges 12 x 7 Service Stage: 1 10 Centers Stage:2 20 Centers

13 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 problems 24 x 7 Service Stage: 1 10 Centers Stage:2 20 Centers

14 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 challenges 12 x 7 Service Stage: 1 10 Centers Stage:2 20 Centers

15 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 Service Stage: 1 10 Centers Stage:2 20 Centers

16 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 activities 12 x 7 Service Stage: 1 10 Centers Stage:2 20 Centers

17 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


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