Helpline Surpasses 3,000 Callers, Reaches New Annual Milestone

Since launching in June 2023, Project Guardianship’s Guardianship Prevention and Support Helpline has helped thousands of New Yorkers navigate difficult questions about adult guardianship, care, and decision-making. The Helpline has now assisted more than 3,100 callers, reflecting a growing need for clear, reliable information about the guardianship process and the options available to individuals and families. This month, the Helpline reached another significant milestone: for the first time in its history, it received more than 1,000 callers in a single year.

As New Yorkers face increasingly complex decisions about aging, disability, and long-term care, the Helpline provides a free and confidential place to seek information and explore next steps. It is the first and only dedicated service of its kind in New York State, supporting individuals, families, caregivers, and professionals with questions about Article 81 guardianship and alternatives that may preserve an individual’s autonomy.

The Helpline addresses a broad range of concerns, from abuse and exploitation to dementia, cognitive decline, and questions about an individual’s ability to make decisions independently. Staff explain the legal process, clarify options for initiating or challenging a guardianship, and connect callers with relevant organizations and community resources. They also provide information about less restrictive alternatives, including powers of attorney, health care proxies, and community-based services. Support is available in more than 120 languages through interpretation and translation services. Although the Helpline operates Monday through Friday, individuals can reach out at any time by leaving a voicemail, sending an email, or submitting a webform.

The people who contact the Helpline bring a wide variety of questions and circumstances. Some are family members concerned about how to support an aging loved one, while others are professionals seeking guidance for clients who may benefit from additional assistance. For many, understanding the available options is an important first step toward making decisions that balance safety and well-being with personal choice and independence.

The team has also noticed a rise in return calls from people who reconnect as their situations develop. These conversations demonstrate that the need for guidance often extends beyond an initial inquiry. Having a consistent resource to turn to can help individuals and families reassess their options as new questions or challenges emerge.

“Our goal is to educate people and provide them with resources about every aspect of the guardianship process, while also making them aware of all possible guardianship alternatives so they can make the most informed decisions on how best to help an individual in need,” said Deena Schwartz, Chief Initiatives Officer at Project Guardianship.

The growth in callers underscores the importance of making guardianship information more accessible throughout New York State. For individuals and families facing unfamiliar legal procedures or difficult care decisions, timely guidance can help reduce uncertainty and make a complex system easier to navigate. It can also help ensure that guardianship is considered as a last resort, rather than as the only path forward.

For more information or to contact the team, visit the Helpline page.