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Representative Image: Helpline number given by state government for those entering the state from outside. (Morung Infographic)
Atono Tsükrü Kense
Kohima | March 30
In its preparedness to combat COVID-19, the state health department has given out several WhatsApp and helpline numbers to provide a support system for citizens as well as facilitate self declaration, for those citizens who opted to stay back outside the state and for those stranded enroute to Nagaland.
In one of its public notices, the Health Department sought details of those individuals deciding to stay back outside the state to assist them towards safety and security and to facilitate necessary arrangements for those stranded enroute to Nagaland during the exigency period related to COVID-19 pandemic.
Conversely, there had been numerous complaints from several quarters especially those coming from outside the state about the unanswered helpline numbers, and irresponsive “dedicated” WhatsApp numbers given by the Health Department.
Recounting their experience of trying to get in touch with the state health officials through the much publicised helpline numbers, five women who were stranded in Guwahati enroute to Nagaland from Kottayam district, Kerela termed it as ‘dreadful and harrowing.’
As the lockdown was declared, they were stranded at Guwahati with nowhere to go, and they frantically tried the helpline numbers, which went unanswered. One of the women called up her uncle in the state who sent the department’s publicised numbers for them to WhatsApp their details. Much later, they received a message directing them to contact the Nagaland Guest House at Guwahati. When contacted, they were informed to wait as someone will be coming to pick them up.
The women who were putting up in a paying guest house which cost them Rs, 2500 per head, continued to wait for almost 7 hours. With no one coming to their rescue, and no further information, one of the women out of sheer desperation, contacted her relatives who were co-incidentally returning to Nagaland with a recovering patient from a hospital in Guwahati. With no other options available, they squeezed into the ambulance and reached home, after which they went into self quarantine in their respective places.
Some others have complained that the numbers given by the department to assist the public were unanswered and unattended most of the time, and when it was attended the people at the end of the line were stated to be rude and indifferent.
In this time of crisis, the need yet lack of a dedicated 24/7 hotline is obvious when everyone is trying to find some answers and help. It is imperative at this point of time, that a hotline should be in place to facilitate immediate communication to the public.
Although numbers of dedicated WhatsApp are given, they are not dedicatedly in operation and which cannot be attended 24/7. As per the Nagaland status as on March 29, 5 pm issued by the Health & Family Welfare, a total of 29,478 phone calls have been received through helpline.
