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Reserved section
for the practitioners
and professionals


This section is reserved for anyone,
practitioners or professional,
who works with seniors.

Professional consulting services

The Elder Mistreatment Help Line offers a bilingual (French and English) consultation service, free of charge and confidential in matters of mistreatment. This service is intended for practitioners and professionals who work with an elder who is living or seems to be living in a situation of mistreatment.

One of the goals of the consultation is to provide optimal support to the practitioner or professional. Following a consultation, he will feel better equipped to intervene with the elder and those around him, will understand his professional responsibilities and thus, will easily manage the limits with which he is confronted in intervention.

Please note that in cases of high level of complexity, our workers can consult or refer to the Provincial Multisectoral Consultation Team. It is made up of experts from various establishments, organizations and disciplines (psychosocial, medical, legal, housing and community), and offers a consultation service that is specifically aimed at professionals facing difficult situations of mistreatment of elders.

To learn more about how a professional consultation at LAAA takes place, we invite you to watch this video.

Make a request by phone

Service available every day, between 8 a.m. and 8 p.m. – voicemail available at all times.

Book a consultation appointment online

Complete the online form to reserve up to two time slots during which we will call you back.

Talk about this service in your networks!
Download our promotional poster to print or share it electronically across your networks.


Section reserved
for regional coordinators

As part of the LAAA’s development and operationalization mandate, the training development sub-component is carried by the Center for Research and Expertise in Social Gerontology (CREGÉS), part of the Academic Affairs Department (DAA) of the CIUSSS du Center-Ouest-de-l’Île-de-Montréal. To find out more about the different training courses adapted to the reality of your environment, please select the profile below that best suits you.
I am an employee of the health and social services network
Several training capsules, in e-learning format, are available on the shared continuing training platform of the Ministry of Health and Social Services. These capsules were developed in partnership by CREGÉS and the CIUSSS de l’Estrie-CHUS. You can access it by clicking here and typing “mistreatment” in the keyword search bar. For more information, please consult your manager.

Access the ENA platform

I am a worker or volunteer in a community organization
CREGÉS has designed two training courses adapted to the realities of community settings ; one aimed at stakeholders, and the other specific to volunteers. Please contact the Specialized Mistreatment Coordinator in your area if you would like to take any of these trainings.

Contact the coordinator of my region

I am a financial professional
Specific training for people working in the financial sector has been developed by the CIUSSS Centre-Ouest-de-l’Île-de-Montréal (CIUSSS CODIM) in collaboration with the Autorité des marchés financial (AMF).

More info about training

I am from the academic sector
The LAAA places great importance on training the next generation and believes that early awareness can be more effective in fighting elder mistreatment. In this sense, we regularly transfer our expertise through presentations in various academic settings, both at the college and university level, regardless of the program of study (social work, gerontology, etc.).

We also have the privilege of hosting medical students for a mini-internship about elder mistreatment. Are you a teacher or lecturer and would like to invite LAAA to one of your sessions ? Contact us and we will be happy to discuss further to find a formula that meets your needs. You are a student? Suggest that your teacher contact us!

Contact us at 1 888 489 2287

Tools, documentation and reports


DAMIA practice guide

The DAMIA guide (Help Seeking Older Adults Mistreatment and Bullying) intends to develop and maximize the practice of raising awareness on older adults mistreatment and bullying. The guide is presented in two parts:


EASI: Elder Abuse Suspicion Index

The EASI was developed and validated to help family physicians detect those in their practices who are victims of elder abuse. It aims to raise a doctor’s level of suspicion about elder abuse  to a level at which the physician himself or herself makes in-depth exploration or asks permission of the patient to refer her or him for specialized evaluation by social service workers, adult protection workers, or specially trained police. The EASI is comprised of only six questions and is rapid to administer.

Download the EASI screening tool


CASE: Caregiver Abuse Screen

The Caregiver Abuse Screen (CASE) is a screening measure for detecting abuse of seniors. It is intended for use with all clients who are caregivers of seniors, whether or not abuse is suspected. In addition to indicating current abuse by caregivers, caregiver responses to CASE may be indicative of tendencies and stresses that could lead to possible abuse in the future.

Download the CASE screening tool


Reference guide to counter elder abuse – 2nd edition (2016)

An essential reference tool on elder mistreatment—resulting from the work of multisectoral partners in the Estrie and Capitale-Nationale regions—to help prevent, identify and intervene in situations of elder abuse.

Download the guide (In French only)


Terminology on the mistreatment of older adults (2017)

This document reflects the ever-evolving research-based knowledge and practices regarding older adults mistreatment, and it is regularly updated.

Consult and download the terminology


The mistreatment of older adults is unacceptable! Do not hesitate to talk about it!

The mistreatment of older adult is a reality. It may be psychological or physical, sexual, material or financial abuse, neglect or human rights abuse.

Download the pamphlet


Tool for identifying older adult mistreatment situations

Intended for anyone working with a senior (practitioners, community or housing partner, volunteer, homecare worker, police officer, community worker, etc.). It will allow you to better identify potential situations of mistreatment, to know what to do and how to act with a person if you witness a situation of mistreatment as well as to know the different resources to refer a person in such situation.

Download the brochure (In French only)


Senior-Aware Program

Senior-Aware is a program intended to raise awareness about fraud, mistreatment and bullying towards seniors.

Visit the Program’s website


It’s not right Program

To equip seniors’ loved ones to recognize the signs of older adults mistreatment and to take simple and practical steps to help them with respect and in a safe manner.

Visit the Program’s website

Guide for reflection, self-evaluation and revision of policies / procedures to counter elder abuse in CHSLD (2016)

The team for Leading practices for Countering the Mistreatment of Older Adults of the CIUSSS West-Central Montreal in collaboration with the Elder Mistreatment Helpline, has developed this guide to support the managers of health and social services. This validated tool makes it possible to identify and improve the guidelines, mechanisms and practices in place in an institution, in order to optimize efforts to counter maltreatment in nursing homes and long-term care institutions.

Télécharger le guide


L-6.3 – Act to combat maltreatment of seniors and other persons of full age in vulnerable situations

Act to combat maltreatment of seniors and other persons of full age in vulnerable situations

Download the Act


Quebec-wide Framework Agreement to combat maltreatment (PIC)

The purpose of the Quebec-wide Framework Agreement is to establish a partnership between different government Minister and agencies to better protect and provide the necessary assistance to vulnerable older adults who are victims of mistreatment, which could constitute a criminal or penal offense. And also to foster effective consultation among service providers to ensure the best intervention to end these situations of mistreatment. 


Regional coordinators specialised in older adult Mistreatment

The regional coordinators deployed in each of the regions of Quebec, aim to generate and support the dialogue between the actors involved in the fight against older adult mistreatment.

Download the list of Regional Coordinators (In French only)


Governmental Action plan to Counter Mistreatment of Older Adults (2017-2022)

Through the deployment of a second action plan, the Government of Québec is reiterating its commitment to respond to the public’s concerns by continuing to combat the mistreatment of older adults in all environments and encouraging positive treatment behaviours, thus laying the foundation for a more just, inclusive, healthy and safe society. 

Download the Governmental Action plan 


Brochure – Canadian Victims Bill of Rights

The booklet explains the various rights conferred on victims of crime by the Canadian Victims Bill of Rights (CVBR). 

Download the brochure


Policy Framework to Counter Mistreatment of Older Adults in Institutional and Long-Term Care Settings (2016)

The managers of the integrated centres of health and social services (CISSS) and the CIUSSS are invited to use this document as an inspiration for the establishment of policies and procedures to prevent, detect and intervene in situations of mistreatment of older adults that could occur within their nursing homes and long-term care institutions. 

Download the policy framework (In French only) 


Report on elder bullying (2014) 

Published in November 2014 as part of the government’s public consultation on the fight against bullying, this report by the Leading Practices to Prevent Elder Abuse team at CSSS Cavendish-CAU and the Elder Mistreatment Helpline (LAAA) proposes avenues for action to prevent the bullying of seniors, along with effective strategies to intervene and support all parties concerned.

Download the Report (In French only)


Brief presented by the Elder Mistreatment Helpline as part of the consultation on the Government Action Plan to Counter Elder Abuse (2016)

The Line participated in a consultation organized by the Secrétariat aux aînés, as part of the work surrounding the development of the next Government Action Plan to counter elder abuse. As a structuring measure of the first action plan, this consultation allowed the Elder Mistreatment Helpline (LAAA) to make its point of view heard on various issues surrounding the fight against abuse in Quebec. The Line also responded to the memory call by pronouncing on 4 themes put forward as part of this consultation.

Download the Brief (In French only)


Evaluation of the Elder Mistreatment Helpline

The MSSS Direction de l’évaluation was mandated in 2012 to conduct a comprehensive, focused evaluation of certain measures contained in the Governmental Action Plan to Counter Elder Abuse 2010-2015. In 2016, the MSSS published its evaluation of the helpline’s effectiveness entitled Évaluation de l’efficacité de la ligne téléphonique Aide Abus Aînés, which gave the services provided to the public and the professionals a very positive review. The report outlines the evaluation context and methodology, followed by a statistical overview of the calls handled by the hotline from 2010 to 2013. The third section sets out the key evaluation findings in relation to the hotline’s effectiveness, while the final section discusses the effectiveness of training offered by the helpline.

Download the Evaluation (in French only)


Research report on the Elder Mistreatment Helpline (LAAA) (2012)

From the outset, the Elder Mistreatment Helpline (LAAA) included a research component to guide the decisions involved in implementing a new service of this scope. This report presents an analysis of the implementation process and the clinical value of the services. (In French)

Download the Report (in French only)

Download the summary (in French only)

Job and internship offers

Jobs :
Social workers

The Elder Mistreatment Help Line is looking for people who care about elders and want to contribute to the fight against elder mistreatment in Quebec. Are you a psychosocial worker? To see our available job offers, click here.

Internships :
The LAAA attaches great importance to the training of the next generation and welcomes interns in social work, at the college and university levels (1st or 2nd cycle). Would you like to do an internship with us? Please send an e-mail to the Department of Medical and University Education of the CIUSSS Center-Ouest-de-île-de-Montréal at teaching.ccomtl@ssss.gouv.qc.ca