Identify my situation
I am
mistreated
If you believe you are being mistreated, our line is there to answer your questions and support you in finding solutions to reduce or stop the harm that results from the mistreatment.
I am a
witness
If you witness a situation of mistreatment, we can assess the risk and, if necessary, help you and equip you to help the person and direct you to the appropriate resources.
I am a
professional
If you are a practitioner or a professional in the healthcare network, community, public or financial sector, we can offer you clinical support in order to facilitate your decision-making.
Me,
abusive?
An attitude, a word, or the absence of an appropriate action on your part can cause harm to someone around you. If you have any doubts about your behavior, we can support you in adopting more appropriate behavior.
Is it financial mistreatment?
Material and financial mistreatment can manifest itself through pressure to modify a will, banking transactions made without the person’s consent, misappropriation of money or assets, excessive prices charged for services provided, identity theft, signature of a lease under pressure, etc.
Our
mandate
The mission of The Mistreatment Helpline is to establish and implement a national telephone line dedicated to listening, timely intervention, crisis management and specialized guidance regarding the mistreatment of older adults.
In operation since October 1, 2010, The Mistreatment Helpline (formerly The Elder Mistreatment Helpline) is located at the CIUSSS West-Central Montreal and financed by the Secretariat aux Aînés. As part of the new 2022-2027 Government Action Plan, The Mistreatment Helpline is renewing its services for at least five years and expanding its mandate and partnerships, in order to continue to counter the mistreatment of older adults one call at a time.
Frequently Asked
Questions
Can I contact you even if I’m not sure whether it’s a situation of mistreatment?
Yes. If you see troubling signs, feel free to contact The Mistreatment Helpline at 1-888-489-2287 to talk about the situation.
Can I contact you by email for help or information?
No. Every situation that is brought to our attention merits a detailed evaluation. Since we offer a helpline service, we invite you to contact The Mistreatment Helpline at 1-888-489-2287. By talking with you, we can make sure we understand the situation and can recommend courses of action or possible solutions.
What happens if I leave a message on your voicemail?
If all of our practitioners are busy, or if you call outside of our operating hours, you’ll be invited to leave a message on our voicemail. Rest assured that we treat all information with the utmost confidentiality. Feel secure in leaving us a detailed message, making sure to give us your contact information, and let us know whether we can leave a message on your voicemail. We will call you back within 24 hours. Note that for security reasons, The Mistreatment Helpline (LAMAA) number does not display on the caller ID. In addition, we will not leave a voicemail message unless explicitly authorized by you.
I think I’m a victim of fraud, can I call you?
There are more and more media reports on fraud cases involving older adults. It is an increasingly prevalent problem, particularly online. Feel free to call us if you believe you are a victim of fraud. Our practitioners can refer you to the appropriate resources or provide support if you are experiencing difficulties. Fraud can have a negative impact on a person’s physical and psychological well-being.
The Canadian Anti-Fraud Centre collects information on fraud and identity theft. We provide information on past and current scams affecting Canadians. If you think you're a victim of fraud, https://www.antifraudcentre-centreantifraude.ca/index-eng.htm
Can I call you if it’s an emergency situation?
The Mistreatment Helpline (LAMAA) is not an emergency service. In emergency situations, please call 9-1-1.
Can I remain anonymous if I call The Mistreatment Helpline?
Yes. We respect the wishes of individuals who do not want to be identified. Rest assured that we treat all information with the utmost confidentiality. Feel safe to leave us a message with your contact information, if you so choose.
When people contact you, do you open a file?
No. The Mistreatment Helpline (LAMAA) is a confidential service and it is our obligation to protect the privacy and personal information of callers. All information gathered during calls is noted in summarized form and remains confidential.
Do you investigate when a caller alerts you to a situation of mistreatment?
No. We offer evaluation services specifically geared to the mistreatment of older adults and all adults in vulnerable situations. Our role is also to listen and to provide information, support and referrals. It is not within our mandate to investigate situations of mistreatment. However, we can direct you toward organizations that do have this mandate, depending on your needs and the situation.
I wish to express my dissatisfaction with the services offered by The Mistreatment Helpline. How do I proceed?
If you wish to express your dissatisfaction with the services received from professionals at The Mistreatment Helpline or if you wish to file a formal complaint:
- You can contact The Mistreatment Helpline and you will be directed to the Clinical Activity Specialist or LAMAA Coordinator depending on the nature of your dissatisfaction.
By phone: 1-888-489-2287 or 514-489-2287 - If you are not satisfied or wish to make a formal complaint regarding the handling of complaints, you may contact the office of the CIUSSS West-Central Montreal Quality and Complaints Commissioner:
By phone : 514-340-8222, ext 2422
By email: ombudsman.ccomtl@ssss.gouv.qc.ca
I live outside of Quebec. Can I call you?
You can call us if the situation concerns a person living in the province of Quebec, even if you live outside of the province or outside of Canada.
Do you offer the helpline service in languages other than English and French?
Yes, we can use an interpretation service to assist us in offering our services in other languages. We also invite you to consult the “Cultural communities” tab to find other organizations that can serve you in your language.
I'm hard of hearing, can I call you?
Yes, we can help people who are deaf or hard of hearing and those with a speech impediment by calling on the relay service.
I’m an adult experiencing mistreatment. Can I contact you?
The Mistreatment Helpline (LAMAA) is for anyone who is concerned about a situation of mistreatment of older adults and all adults in vulnerable situations.
Our experience
at the line
Our professionals are trained in psychosocial intervention and have decades of experience. They undergo an extensive training program and are specialized in mistreatment. Their goal: to reduce or put an end to the harm that results from mistreatment while respecting your pace and your choices.
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Active listening
We offer you empathetic, respectful and non-judgmental listening. We validate your experience and help you put into words what you experience and feel.
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A psychosocial assessment of your situation
We ask you a few questions in order to fully understand all facets of the situation and be able to assess the level of risk and determine the most appropriate action for your situation,
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A feeling of empowerment
We are focused on your strengths, your abilities and your resilience. Our intervention is based on empowerment which translates into respect for your decisions, consideration of your priorities as well as validation of your words and your experiences.
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Access to information
We make you aware of the types of mistreatment and we offer you information on resources and possible remedies, so that you can make an informed decision regarding the actions you are to take.
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Guidance and references
We direct you to the best qualified resources to provide you with assistance in the field, explaining the best way to get in touch with these resources; if necessary, and with your informed consent, we may make a written or verbal referral to appropriate resources;
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Follow-up by telephone
If necessary, and with your consent, the Line offers support and carries out telephone follow-ups in order to support you in your progress or your procedures.
If you need some time, schedule a call
We can call you to discuss the mistreatment situation that concerns you. Schedule a call with one of our professionals and we will call you at a time that is most convenient for you.