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Opening of telephone centres for providing remote psychological first aid to older persons and persons with disabilities


30/03/2021

Within the three-year regional project "Strengthening the resilience of older persons and persons with disabilities during COVID-19 and future crises" coordinated by the Red Cross od Serbia with the support of the European Union, Austrian Development Agency and Austrian Red Cross, telephone centres were opened last week, to provide psychological first aid, information and psychosocial support primarily to older persons and persons with disabilities who need such assistance.

The telephone centres are located in Belgrade (Čukarica), Subotica, Niš, Kragujevac and their work is managed by the Red Cross of Serbia branches in these municipalities / cities, while support to all persons with disabilities, as well as members of their families or assistants, will be provided by NOOIS (National organization of persons with disabilities in Serbia) as an "umbrella" organization representing over 870,000 persons with disabilities and their common interests, actions and initiatives.

The telephone centres are staffed by educated professional associates and volunteers who have undergone training in psychological first aid provided by the Red Cross of Serbia, and they will provide information, but also discuss fear with the callers, their worries or anxieties related to the epidemic, immunization and protection measures.

  • In the Red Cross of Subotica, the telephone centre "Support Line" provides services via the number 024 / 621-104 every working day from 9 am to 1 pm
  • In the Red Cross Kragujevac, the telephone line called "Dobri telefon" provides services via the number 034 / 364-330 every working day from 10 am to 2 pm
  • NOOIS provides psychological first aid services every working day from 7 pm to 11 pm via the telephone number 061 685 06 74
  • In the Red Cross Nis, the telephone centre provides services via the number 018 / 511-319 every working day from 9 am to 1 pm
  • In the Red Cross Cukarica, this service is provided via the number 011 / 3556-652 every working day from 9 am to 2 pm

Emphasizing the protection of mental health and building the resilience of older persons and persons with disabilities to overcome the challenges they face during this pandemic, such as loneliness, isolation, lack of information and communication, which can lead to deterioration of their mental health, the basic tasks of employees and volunteers on these hotlines are to:

  • provide psychological first aid to of older persons and persons with disabilities and their informal caregivers who need this type of help;
  • provide relevant, accurate and necessary information related to the epidemic, protection measures, immunization, but also protection against violence by providing information on services that provide support and protection, and finding support in case of violence, mental health protection and finding professional support when necessary;
  • refer users to expert and professional support services when deemed necessary. In this way, the Red Cross will facilitate access to rights and connect citizens with institutions.

The Red Cross of Serbia, as part of its regular activities since last year, has an online service of psychosocial support to citizens, but also to volunteers and employees throughout the Republic of Serbia. If people need support, talk or have a question for a psychologist, they can contact them through the "Let's talk" application. The aim of this support service is to help people recover from a crisis that has disrupted and changed their lives and to strengthen people's capacity to overcome stress, in order to improve the psychosocial well-being of individuals and the community as a whole.

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