SHILLONG, Dec 18: In a small room in the office of the Social Welfare Department, decorated with handmade stars and garlands, the women attending to the 1091/181 Women Helpline and 1098 Child Helpline took a rare break to celebrate Christmas with colleagues, who they call their second family. These workers, who handle distress calls under Mission Shakti and Mission Vatsalya, are often caught up in the pressing demands of their roles. But this year, despite their tight schedules and limited resources, they made time to embrace the festive spirit.
The small office, which is home to 18 women working on the Women Helpline and 10 others on the Child Helpline, has become more than just a workplace. For many, it is a second home. The camaraderie shared among colleagues, who often work long hours and are bound by shared challenges, has fostered a sense of family. “We are like sisters here,” shared one worker. “We look out for each other, especially when the work gets overwhelming.”
The decorations in their modest office space were the result of their own efforts. In addition to the handmade ornaments, a small sitting area outside the office, a new addition this year, provided workers with a much-needed retreat. Here, they could take a moment to relax, share a meal, and escape from the often distressing work they do.
While many people consider healthcare workers and police officers as the ones on the frontlines, there are other groups, like these helpline workers, whose contributions often go unnoticed. They are at the heart of the society’s most vulnerable, responding to calls for help when no one else is around. Whether it’s a woman facing domestic violence or a child in need of protection, these workers are the ones who intervene, offering support and a lifeline.
Despite the demanding nature of their work, the women of the helplines rarely get the recognition they deserve. “We don’t have the resources for big celebrations,” said another worker.
The reality of their work often involves long hours and challenging situations. Many of the workers stay overnight because there is no transportation provided for night shifts. “It’s not easy managing on low pay,” one worker said, explaining that most of them earn less than Rs 10,000 per month, which barely covers basic living expenses. For those living away from their families, the struggle to balance their work and personal life is even more pronounced.
Yet, this Christmas brought some relief. After a prolonged delay, the salaries of workers under Mission Shakti, which had been pending since April, were finally disbursed. The news was welcomed with a sense of gratitude. “We weren’t sure if we’d get it before the holidays,” said one team member. “It’s been difficult, but this is a huge relief.”
Between 2017 and 2024, the Women Helpline handled 133 emergency cases, with the number steadily rising in recent years. In 2023-24 alone, 40 emergency cases were managed. Non-emergency cases have also seen a sharp increase, totaling 661 over the years. In total, the helpline received 75,881 calls, with 36,071 answered and 3,171 registered cases. These cases spanned a wide range of issues, including domestic violence, emotional abuse, workplace harassment, and online safety. Through their efforts, over 5,300 women have received direct assistance.
The Child Helpline, which focuses on issues like child abandonment, abuse, neglect, and trafficking, also witnessed a rise in calls. Between 2021 and 2024, the team reported 402 successful interventions. Cases related to school dropouts, missing children, and mental health highlighted the ongoing struggles children face in the state. The team’s efforts often involve working with government institutions, local NGOs, and law enforcement to provide children with protection and resources.
While these workers continue to offer their support to those in need, the reality of their work remains difficult. The lack of official transportation, especially for night shifts, is just one example of how systemic issues affect them. Delays in salaries and insufficient resources for their work are persistent challenges that they face daily.
Despite these obstacles, the women of the helplines continue their work with dedication. Their resilience, often unnoticed by society at large, speaks to their commitment to helping others. “We may not have big celebrations or recognition,” said one worker, “but our work is meaningful. Helping someone in need is the best gift we can give.”
Their commitment embodies the true spirit of service, one that goes beyond festive decorations or holiday celebrations.
After the holiday season draws to a close, the women of the helplines will return to their demanding work, often without fanfare or recognition. Their efforts, though essential, are seldom in the spotlight. Yet, as they continue to answer distress calls, offer guidance, and provide support to those in need, they remind us of the unsung heroes who quietly shape the fabric of society. In a world that often celebrates the loudest voices, it is these workers, with their steady hands and compassionate hearts, who make the most profound impact.
In recognising their tireless dedication, one is reminded that Christmas—and the spirit of giving—extends far beyond the festive season, residing in the everyday acts of kindness that transform lives.
