HELP...JUST A CALL AWAY

How people working at helplines across India are providing comfort and clarity to those on the brink

- Pooja Biraia

It was 2am when the phone rang at the One Stop Centre (Sakhi) in Bhopal. Shabana, who had just turned 21, was manning the call desk of the toll-free government helpline number 181—a 24x7 service for women affected by violence—that night. It was mid December and the temperature had dropped to 9°C. Shabana thought of making herself a cup of tea, but there was no milk. There was no time either; she was trying hard to focus on preparing for her psychology exam due later that morning—this meant she would have to go straight from the centre after pulling off a gruelling eight-hour night shift. Even as staying awake became a challenge, these late-night calls did their job to keep her on her toes.

As she answered the call, Shabana clenched her fists. A woman on the line was begging her to save her from her husband. “Madam, please help me,” said the distraught woman. “I have somehow been able to snatch his phone and make this call. I have been dialling 100 for the past one hour in vain. If you don’t help me, he will kill me. He has already thrashed me with his belt and I am in so much pain. I am standing on the road right now; I am cold and alone. But I know for sure if I go back, I might lose my life. Please help me.” Shabana calmly replied, “Yes, ma’am. I will help you, but where are you right now?” The lady had just mentioned the area when suddenly the line went blank.