As part of the SHAPE project – Strengthening Health, Access, Participation, and Social Equity in the Western Balkans, a meeting was held on June 30, 2025, in Belgrade with representatives of Red Cross branches. The aim of the meeting was to agree on the implementation of info lines that will provide support to older people and caregivers.

During the meeting, the project goals, the challenges it addresses, and concrete implementation steps were presented. Info line services will be operated by Red Cross branches in Belgrade, Velika Plana, Inđija, Novi Sad, and Pirot, offering support and information to citizens three times per week during scheduled hours.

A practical Info Line Guide was presented to participants, developed as a tool for staff and volunteers working directly with users. The guide includes:

• Tips on how to start a conversation,
• Instructions on how to deal with challenging situations (e.g., agitated or aggressive callers),
• Information on local health and social services,
• A list of documents required to access those services.

The meeting also emphasized why these info lines are important: many older people and caregivers lack adequate information about their rights and available services. At the same time, they face digital exclusion, isolation, and complex administrative procedures. The info lines are designed to bring reliable and accessible information closer to those who need it.

The info lines are part of the SHAPE project, funded by the Federal Ministry of Social Affairs, Health, Care and Consumer Protection of the Republic of Austria and the Austrian Red Cross. The project aims to improve access to healthcare, social equity, and participation in community life, with a particular focus on supporting older people. It addresses the socio-economic challenges faced by vulnerable groups, especially older persons, in the Western Balkans region.