# Office for Seniors — Elder Abuse Response Service **Source:** https://www.officeforseniors.govt.nz/our-work/raising-awareness-of-elder-abuse/elder-abuse-response-service **Capture Date:** June 2026 **Topic:** 24/7 National Helpline, Support, and Coordination for Elder Abuse --- ## Overview The **Elder Abuse Response Service (EARS)** is a free, confidential national service funded by the New Zealand Government through the Office for Seniors. It provides specialised support for older people experiencing abuse, as well as for those who are concerned about an older person. > **EARS is not an emergency service** — if someone is in immediate danger, call 111. --- ## Key Contact Information | Method | Details | | ------------------- | -------------------------------------------------------------------------------------------------------- | | **Helpline** | **0800 32 668 65** (0800 EA RESPONSE) | | **Text** | **5032** (for people who prefer to text rather than call) | | **Email** | Contact via the Office for Seniors website for current email details | | **Hours** | **24 hours a day, 7 days a week** — including public holidays | | **Cost** | **Free** — from any phone, including mobile | | **Confidentiality** | **Fully confidential** — information is not shared without consent except in life-threatening situations | --- ## Who the Service Supports EARS helps: - **Older people (aged 65+)** who are experiencing or at risk of abuse - **People of any age** who are concerned about an older person they know - **Family members, friends, neighbours, and whānau** seeking advice - **Professionals** (health workers, bankers, lawyers, social workers) who encounter elder abuse in their work - **People in the community** and in residential care settings --- ## What the Service Provides ### 1. Telephone and Text Support — 24/7 Trained specialists answer calls and texts at any time, day or night. They provide: - **Immediate emotional support** — someone to talk to who understands - **Information** about elder abuse and options - **Safety planning** — identifying immediate risks and steps to stay safe - **Referral** to local services and support ### 2. Local Coordinators EARS has **local coordinators** across New Zealand who can: | Service | Description | | ------------------------- | ---------------------------------------------------------------------------------- | | **In-depth assessment** | Meet with the older person (in person or by phone) to understand their situation | | **Safety planning** | Develop a personalised plan to reduce risk and increase safety | | **Case coordination** | Bring together relevant agencies — police, health, banks, lawyers, social services | | **Advocacy** | Support the older person in their dealings with other agencies | | **Practical support** | Help with applications, referrals, and follow-up | | **Longer-term follow-up** | Ongoing support while cases remain open | | **Prevention** | Education and awareness in the local community | ### 3. Multi-Agency Coordination EARS coordinates with: - **New Zealand Police** — for criminal matters and safety concerns - **Health services** — DHBs (now Health NZ), hospitals, GPs, mental health services - **Banks** — to identify suspicious transactions, freeze accounts, and protect assets - **Lawyers** — for legal advice, EPA issues, protection orders - **Age Concern** — local support and advocacy - **Community Law Centres** — free legal advice - **Work and Income (MSD)** — financial assistance and benefit entitlements - **Supported living / rest home** providers — if abuse occurs in care settings - **NGOs and community groups** — whānau support, cultural services > This collaborative, multi-agency approach ensures that the older person's needs are addressed holistically, not just the immediate crisis. --- ## How the Service Works ### Step 1: Contact Anyone can call **0800 32 668 65** or text **5032** at any time. You don't need to be the person experiencing abuse — friends, family, neighbours, and professionals can all call for advice. ### Step 2: Initial Triage The helpline specialist: - Listens to the situation - Assesses immediate risk - Provides immediate support and information - Determines if a local coordinator should follow up ### Step 3: Local Coordinator Involvement If needed, the case is referred to a **local EARS coordinator** who: - Contacts the older person (with their consent) - Conducts a comprehensive assessment - Develops a safety plan - Coordinates with other agencies - Provides ongoing support ### Step 4: Multi-Agency Response The coordinator brings together the relevant agencies to: - Address immediate safety concerns - Protect financial assets if needed - Connect the older person with health, legal, and social support - Take action against the abuser if appropriate (police, court orders) ### Step 5: Follow-Up The coordinator maintains contact to: - Check that the safety plan is working - Adjust support as circumstances change - Ensure the older person's needs continue to be met - Close the case when the situation is stable --- ## What Types of Abuse Does EARS Address? EARS supports people experiencing **any form of elder abuse**: | Type | Examples | | ----------------- | --------------------------------------------------------------------- | | **Psychological** | Verbal abuse, threats, intimidation, isolation, humiliation | | **Financial** | Theft, fraud, EPA misuse, coerced Will changes, scams | | **Physical** | Hitting, pushing, rough handling, inappropriate restraint | | **Neglect** | Withholding food, medicine, care; ignoring medical needs | | **Sexual** | Non-consensual contact or acts | | **Institutional** | Poor care standards, rigid routines, lack of dignity in care settings | | **Self-neglect** | (referral to other services) | --- ## Safety Planning A key EARS service is **safety planning** — a practical, personalised plan to reduce the risk of harm. The plan may include: - **Immediate actions:** Where to go, who to call, what to have ready - **Financial protections:** Contacting the bank, freezing accounts, revoking EPA - **Legal steps:** Applying for a protection order, reporting to police - **Housing options:** Alternative accommodation if needed - **Support network:** People who can help, regular check-in arrangements - **Health care:** Medical attention, counselling, cognitive assessment - **Emergency plan:** What to do if the situation escalates The plan is developed **with the older person** (not for them) — their wishes and autonomy are respected at all times. --- ## Confidentiality and Privacy EARS operates under strict confidentiality: - **Information is not shared** without the older person's consent - **Exceptions:** Only if there is an immediate risk of serious harm or if required by law (e.g., a court order) - **The older person's privacy** is respected throughout - **Records are kept securely** and in accordance with privacy laws --- ## Who Should Contact EARS? ### You Should Contact EARS If: - You are an older person and someone is treating you badly, taking your money, or you don't feel safe - You are worried about an older relative, friend, or neighbour - You are a professional (nurse, doctor, banker, lawyer, social worker) and you suspect elder abuse - You want advice on how to help an older person who might be at risk - You are an older person and want to plan ahead to reduce your risk of abuse ### You Do Not Need to: - **Have proof** — if you're concerned, call. EARS can help assess the situation - **Give your name** — you can call anonymously - **Be the person being abused** — anyone can call to discuss concerns - **Wait for an emergency** — call earlier rather than later --- ## Collaboration with Other Agencies ### Police EARS works closely with NZ Police: - Coordinators can support the older person through a police report - Police can respond to immediate safety concerns - Criminal investigation if a crime has been committed - Police safety orders for immediate protection ### Health Services - Medical assessment and treatment of injuries - Cognitive assessment if capacity is a concern - Mental health support - Referral to specialist services (e.g., dementia care, aged care) ### Banks - Freeze or monitor accounts - Investigate suspicious transactions - Appoint trusted contacts - Refer concerns to EARS or Police ### Lawyers - Address EPA misuse - Challenge unfair Will changes - Apply for protection orders - General legal advice and representation --- ## Statistics and Impact While individual outcomes vary, EARS reports: - **Thousands of calls** received each year - **Local coordinator follow-up** for a significant proportion - **High satisfaction** from older people who use the service - **Multi-agency coordination** in most complex cases - **Positive outcomes** including: - Reduced or ceased abuse - Financial assets protected - Improved safety and wellbeing - Better support networks --- ## Additional Resources ### Office for Seniors - **Website:** officeforseniors.govt.nz - **EARS page:** Direct link as above ### Related Services | Service | Contact | Notes | | ------------------------ | ------------ | ---------------------------------------------------- | | **Age Concern Helpline** | 0800 652 105 | Support and advocacy for older people | | **Public Trust** | 0800 371 471 | EPA, estate management, financial abuse | | **Community Law** | 0800 266 222 | Free legal advice | | **Victim Support** | 0800 842 846 | Emotional and practical support for victims of crime | | **Netsafe** | 0508 638 723 | Online scams and digital harm | | **Shine (Dove House)** | 0508 744 633 | Family violence support | | **Healthline** | 0800 611 116 | Health advice | --- ## Practical Tips ### For Older People - **Save the EARS number** in your phone: 0800 32 668 65 - **Don't suffer in silence** — abuse is not your fault - **You can call yourself** — you don't need someone else to do it for you - **Text 5032** if you can't speak freely on the phone - **Contact EARS even if you're not sure** whether what's happening is abuse - **Call for advice** even if you're not ready to take action ### For Concerned Friends and Family - **Call EARS for advice** before confronting the abuser - **Don't put yourself at risk** — your safety matters too - **Support the older person's choices** — they have the right to make their own decisions - **Stay involved** — ongoing contact helps prevent isolation --- _This information is based on the Office for Seniors' published resources about the Elder Abuse Response Service. For the most current information, visit officeforseniors.govt.nz or call 0800 32 668 65._