Key Responsibilities:

Strategic Planning & Expansion:

• Design strategies to establish and expand Elder Helpdesks across different states and hospitals.
• Develop a SOP with reporting formats and establish a plan for overall monitoring and evaluation.
• Explore and facilitate the setup of new helpdesks in other locations, ensuring uniform service standards.
• Develop partnerships with Old Age Homes (OAHs), hospitals, and other key stakeholders to expand outreach services.

Team Management:

• Recruit, train, and manage a national team of Helpdesk assistants.
• Assign tasks, supervise, and ensure the smooth functioning of helpdesk teams.
• Organize team meetings and manage team duty charts and screening.

Operations & Service Delivery:

• Supervise the daily operations of helpdesks, ensuring the provision of effective services like health and social counselling for elderly individuals.
• Develop JD, TOR and KRA’s for the Helpdesk team.
• Oversee case interventions, including distress cases, legal aid, and emergency services.
• Coordinate with Old Age Homes, hospitals, psychologists, legal experts, and government officials to facilitate holistic care and ensure linkages.
• Linkages with govt. schemes and benefits of the elderly.

Data & Information Management:

• Set up and maintain basic infrastructure for managing information and knowledge.
• Carry out impact study across the various helpdesk locations.
• Ensure timely collation, supervision of data entry, and updating of records for all helpdesk locations.
• Prepare monthly performance reports, case studies, and ensure compliance with standard protocols.

Outreach & Publicity:

• Develop and implement strategies to raise awareness about Elder Helpdesk services.
• Organize outreach programs in partnership with local communities, healthcare institutions, and social welfare departments.

Coordination, Linkages & Networking:

• Establish and maintain relationships with local police, social welfare departments, BSNL, and healthcare providers for emergency services and distress interventions.
• Act as a liaison between HelpAge India, government bodies, and partner institutions.
• Linkages with stakeholders specifically linking the beneficiaries with various Government schemes.

Monitoring & Reporting:

• Conduct regular reviews of helpdesk performance and develop strategies for service improvement.
• Submit periodic reports to senior management, detailing the performance of helpdesks and documenting new initiatives.
• Manage all MIS-related documentation, including data presentation and report generation.
• Establish MIS and work with the technical team to integrate it with larger software and a national level dashboard.