Seniors and caregivers only need to call one phone number for information and referrals to community, home care and crisis services.
Quick facts
Service type: Seniors
Eligibility: Adults 55+ and their caregivers; able to use a phone or web chat
Delivery: Phone and virtual
Fee: Free
Program dates: 365 days/year
Partners: Ontario Health at Home, Les Centres d'Acceuil Heritage, 30+ community support service agencies in Toronto
Program description
Toronto Seniors Helpline is a partnership between WoodGreen Community Services (lead agency), Home and Community Support Services Toronto Central and Les Centres d’Acceuil Heritage. Our team of registered social workers offers system navigation and warm referrals to community support services in Toronto who are serving seniors. Based on a seniors’ postal code, we will help them navigate to the services they are looking for in their neighbourhood.
Toronto Seniors Helpline is open 365 days a year. We offer phone and web chat support, live answer in French and interpretation in 100+ languages.
Eligibility
Adults 55+ and their caregivers; able to use a phone or web chat
Program operational hours
Phone:
Monday – Friday
9 AM– 8 PM
Saturdays, Sundays and Stat holidays
10 AM– 6 PM
Web chat:
Daily
10 AM – 6 PM
Additional information
Toronto Seniors Helpline staff also offer direct supportive counseling and crisis de-escalation over the phone. If seniors are in crisis or facing isolation, compassionate, skilled staff can talk to them and offer support. If the crisis is assessed to need an in-person visit, TSH staff will connect callers to the Crisis Outreach Service for Seniors (COSS) in-person mobile crisis team as well as the Behaviour Support Outreach Team.
Toronto Seniors Helpline also supports caregivers of seniors with supportive counseling, and navigation to caregiver supports in Toronto.
“Before I had a routine of going swimming four times a week. But with COVID, my routine fell apart. I’ve been trying to get back to it by calling the Seniors line. You say, “What’s your plan for the day?” You try to organize and get me focused. I find that really helpful, as I’ll then think of something and do it.”
Anonymous
Client
“The Seniors Helpline is a lifeline for me. The staff are always really good about responding even when I am upset. I try to call every day to make contact, even just for five minutes. The staff are really professional and compassionate.”
Anonymous
Client
“I was one of the first clients when Toronto Seniors Helpline formed. Counsellors change and new ones come on, and you guys did a wonderful job.”
Frequently Asked Questions
Who can call Toronto Seniors Helpline?
Seniors (65+) and older adults are welcome to call Toronto Seniors Helpline for support, and caregivers of seniors and older adults or anyone concerned about a senior can also get support through Toronto Seniors Helpline. Our specialty is the geriatric population in Toronto. Service providers looking for help with system navigation for seniors in Toronto are also welcome to call.
Do you support seniors outside of Toronto?
Toronto Seniors Helpline exists to support seniors and those caring for them in the City of Toronto (postal codes starting with M). Our expertise is the geriatric population and our service partners are within Toronto. Callers may call from outside of Toronto, but we will be limited to a google search to see what supports are available where you live. Our in-person crisis support is only available to the M postal codes.
What kind of information will I need to give to get help?
It depends on what type of help you are looking for. If you want to get community supports such as meals and wheels or transportation or home help, you’ll need to give your postal code. If you are looking for a crisis team to come visit someone, we will need an address, name and details about what the crisis situation is. If you are looking for supportive counseling, you may choose to be anonymous, but you can also share your name so that staff can get to know you better.
Will I be put on hold when I call?
We are striving to have a high “live answer” rate so that when you call you will speak to someone right away. If it is a busy day, you can either wait on hold or leave a voicemail. All voicemails are returned within one business day (and usually within a couple of hours).
Is your service free?
Calling Toronto Seniors Helpline is free within Toronto and we have a toll-free number, but please note that if you are wanting services such as meals on wheels or help with cleaning your home, these services will cost money and may have wait times. Staff on the line will be able to give you details on costs and wait times if applicable.
What if I don’t speak English well?
We can get phone interpreters for 100+ on the line with us in just a few minutes. We just need you to be able to say the name of the language.
Do you use staff or volunteers?
Everyone answering calls at Toronto Seniors Helpline is an employee of WoodGreen Community Services, and all staff are university-educated, registered professionals with a regulatory body.
What should I do if I am dissatisfied with the call?
Our staff are compassionate, skilled, patient professionals. If you are dissatisfied with the call, you can always ask to be transferred to a manager to make a complaint. There is also a client satisfaction survey on the Toronto Seniors Helpline website
Do you help seniors who are homeless/about to be evicted?
Toronto Seniors Helpline staff are not housing workers, and we do not have access to housing units. If you are experiencing stress related to your housing, Toronto Seniors Helpline can provide supportive counseling, and they can make referrals to housing help centres or shelters, but they will not be able to solve your housing needs.
How you can support
Every gift makes a lasting difference in our community
Operated in partnership with Fife House, this site has 112 mixed units and offers supportive housing for Fife House clients living with HIV/AIDS and frail seniors receiving WoodGreen assisted living services. It also hosts an 11-unit transitional housing program for individuals living with HIV/AIDS and working toward permanent housing.
These programs offer individual, clinical supports to people aged 55 and older living with mental health and/or substance use issues, cognitive issues (i.e. dementia), frailty, and other psychogeriatric conditions related to the aging process.
Our team delivers hot and frozen meals to seniors and adults living with disabilities. We also provide at-home security and wellness checks and help with accessing local services.
In person
Seniors 55+ and adults living with disabilities who are unable to prepare nutritious meals (as per Canada’s Food Guide)
On-call crisis intervention and outreach for older adults (65+) with dementia, addictions or mental illness. Our response team is available daily from 9 a.m. – 5 p.m.
In person, on the phone
Adults 65+ or age 55 – 64 with geriatric presentation
We offer supervised group activities for dependent adults living with Alzheimer’s, disabilities or frailty. On-site support services include leisure activities, meals and personal care.
