24-05-2025
Delay in integration of 181 & 112 helpline numbers impacts emergency response in Maharashtra
Pune: Critical gaps in Maharashtra's emergency response system have left women in distress without adequate support, as the integration of women's helpline 181 with police emergency number 112 remains incomplete nearly two years after its announcement.
Currently, the state govt-run call centre (181) is functioning with only five operating systems across Maharashtra, against the required 15. A mere 15 personnel are struggling to handle 3,000-4,000 calls every day at the Pune-based facility. The shortage of manpower forces the operators to manually coordinate with police through time-consuming conference calls, delaying crucial interventions in domestic violence cases.
The women and child development (WCD) department had sent a proposal to Central govt, seeking 10 additional systems and 36 more staff members, but they were yet to be sanctioned, a senior official told TOI on Friday. "The proposal was put up again. But we have still not heard from them."
The official is, however, hopeful that integration would begin next month after due tests, as the areas covered under the WCD department have already been shared with the home department.
Genuine distress calls remain unanswered often. "We tried calling 181 several times to report domestic violence but got no response," said a Pune resident.
Another caller reported similar frustration when seeking help for a security concern. "There is no one attending to the calls."
"I tried calling 181 to help me get a shelter due to violence at home. However, no one answered the first two to three times. Later, when I actually got through they asked me to contact the one stop centre (where women in distress get shelter) again.
I had to stay at a relative's house," shared a victim of domestic abuse.
Helpline 181, launched nationally after the 2012 Nirbhaya case, began dedicated operations in Maharashtra only last year. The service handles domestic abuse cases, health concerns, and shelter needs, making its seamless integration with police systems crucial for timely intervention.
The Centre for Development of Advanced Computing has been entrusted with the task to implement technical solutions and create a centralised response unit in Pune.
This unit will also absorb the child helpline currently run by Childline NGO. "For the first time, there will be a dedicated unit for distress calls," the WCD department official said.
"The helpline was supposed to work jointly with Sakhi centres for counselling. This overhaul was much-needed," said Seema K, who is working at a women's NGO.
The delay in integration underscores the challenges in creating an effective emergency response mechanism, particularly for vulnerable populations requiring immediate intervention, said another woman activist running an NGO.
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