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A call to the Elder Mistreatment Helpline (LAAA) provides you with information on the different types of mistreatment and the effect they can have on your quality of life, your physical health and your psychosocial well-being. It also provides you with information on the resources available at your disposal to support you in this difficult situation and / or to help you put an end to it.


The Elder Abuse Help Line’s mandate is to develop and operationalize a national helpline for crisis intervention, crisis intervention and referral specializing in elder abuse.

Located at the CIUSSS of the Center-West of the Island of Montreal, the Seniors Abuse Help Line is funded by the Senior Secretariat. As part of the new 2017-2022 Government Action Plan (PAM), the Elder Abuse Help Line is renewing its services for at least five years and broadening its mandate and its partnerships, in order to continue to combat elder abuse.


The Elder Abuse Help Line began its activities on October 1, 2010. As one of the four structuring measures of the government action plan to counter elder abuse 2010-2015 (PAM), it replaced the line. Info-Abus volunteer set up by the Leading Practices Team to counter elder abuse in 1995.

By employing professional interveners (social workers or the equivalent), the LAAA has been able to develop a more complete range of services, including telephone intervention with the population as well as services for interveners and professionals in the province of Quebec.

With its expertise in the fight against elder abuse, the CLSC René-Cassin (now part of the CIUSSS du Center-Ouest-de-l’Île-de-Montréal) was the ideal place to establish this innovative service. Indeed, this expertise is based on the one hand on the research carried out by different teams within the Center for Research and Expertise in Social Gerontology (CREGÉS) and, on the other hand, on the clinical experience of the Domaine d. expertise to Counter mistreatment of the elderly.

Profile of our speakers

Line workers have experience in psychosocial intervention and have training in a field related to the helping relationship, such as social work, criminology, etc. As soon as they take up their duties, these people receive specialized training in the subject of elder abuse. They develop and maintain their cutting edge expertise through continuing education on a regular basis.

In addition, they have access to clinical support at all times. They are all bilingual, and some speak another language, such as Russian; Persian; Spanish; Italian; Creole; etc. They are trained to offer people who call the Line:

Active listening : validation of the person’s experience, helps put into words what they are experiencing and what they are feeling;
Psychosocial assessment: questioning in order to fully understand all the facets of the situation and to be able to assess the level of risk;
Empowerment : support to the person in order to enable them to become aware of their reality and their needs, while respecting their decisions and their rights;

Information : information sur les ressources et les recours possibles, afin que la personne puisse prendre une décision éclairée par rapport aux actions qu’elle est prête à entreprendre ;

Orientation and referral:directing the person to the best qualified resources to provide help, explaining the best way to get in touch with these resources; if necessary, and with the informed consent of the person, written or verbal reference to appropriate resources;
One-off and crisis intervention:appropriate telephone intervention to support the person or their network, or to ensure their safety and integrity;
Telephone follow-up: if necessary, and with the consent of the person, telephone follow-ups in order to accompany him in his progress or his steps.