Elder Abuse Hotlines in NYC: Who to Call, What to Report

The elder abuse hotline for New York City is 311, which routes your report to a community-based elder justice program in the borough where the older adult lives. If the person is in immediate danger, call 911 first. For an at-risk adult of any age who cannot protect themselves, call Adult Protective Services directly at 718-557-1399, Monday through Friday, 9 a.m. to 5 p.m.¹²

Which Number Fits Your Situation

Pick the line that matches what you’re seeing.

911 for any life-threatening emergency, active violence, or immediate danger.
311 (or 212-639-9675) to report suspected abuse of someone 60 or older. A community-based provider takes the report and follows up.²
718-557-1399 to reach Adult Protective Services directly. APS covers any at-risk adult 18 or older, regardless of income, Monday through Friday, 9 a.m. to 5 p.m.³
212-244-6469 (Aging Connect) for NYC Department for the Aging services: crisis intervention, safety planning, shelter referrals, and help with the court system.⁴
844-746-6905 for the Elder Abuse Helpline run by the NYC Elder Abuse Center at Weill Cornell Medicine. This is a free, confidential line for anyone who wants to talk through a situation before deciding what to do. Monday through Friday, 9 a.m. to 5 p.m.⁵

One distinction matters. APS serves at-risk adults 18 and older; the elder abuse programs reached through 311 and NYC Aging focus on adults 60 and older.² If you’re not sure which line applies, 311 can route you.

If the older adult lives in a nursing home or licensed care facility, the pathway is different. The New York State Department of Health runs a nursing home complaint hotline at 1-888-201-4563, staffed live Monday through Friday, 8:30 a.m. to 4:45 p.m., with voicemail outside those hours.⁶ The Long-Term Care Ombudsman Program, which advocates for residents of nursing homes, assisted living, and other licensed adult care homes, can be reached at 1-855-582-6769 or ombudsman@aging.ny.gov.⁷

Borough-Based Elder Justice Providers

Reports made through 311 for someone 60 or older are forwarded to the elder justice provider for that borough. You can also call these organizations directly during business hours; after-hours calls go to voicemail.²

Bronx and Manhattan: Neighborhood SHOPP, 718-542-0006
Brooklyn (community districts 1–6, 8–9, 16–17) and Queens (community districts 8–10, 12–14): JASA, 212-273-5272
Brooklyn (community districts 7, 10–15, 18): Met Council, 212-453-9685
Queens (community districts 1–7, 11): Sunnyside Community Services, 718-392-0836
Staten Island: Community Agency for Senior Citizens, 718-981-6226

What to Have Ready Before You Call

The agency taking your report will ask for three basics about the older adult: first and last name, address with apartment number, and phone number.² Partial information is still worth calling with. The more you can give, the faster the agency can respond.

Then think about what you’ve actually observed. Visible bruises, signs of malnutrition, unsanitary living conditions, unusual fearfulness around a caregiver, or sudden changes in financial circumstances all help the agency judge how urgent the situation is. For suspected financial exploitation, note any unexplained bank withdrawals, missing property, or recent changes to a power of attorney. You don’t need to prove anything. Describe what you’ve seen or heard.

If you’d rather submit a referral in writing, Adult Protective Services accepts online referrals through its referral system (CRIS) at a069-apscris.nyc.gov.⁸ Anyone can make a referral. You don’t have to be a professional or a relative.¹

If English isn’t your first language, 311 provides interpretation in more than 175 languages — just ask the representative for an interpreter.⁹

You Can Report Anonymously, and the Law Protects You

New York does not require you to identify yourself when you refer someone for protective services. Section 473-b of the Social Services Law lets any person acting in good faith report to a social services district, law enforcement, or an aging agency.¹⁰ Giving your contact information helps the agency follow up with questions, but it isn’t required.

That same statute shields you from civil liability for a good-faith report, and the protection covers both the referral itself and any testimony in a resulting judicial or administrative proceeding.¹⁰ Unlike the child abuse system, New York does not designate professional mandated reporters for adult abuse. The statute applies to “any person” who believes an adult 18 or older may be endangered.

What Happens After You Report

APS begins by judging urgency. The timeline follows from that call:

Life-threatening situations: APS must begin investigating within 24 hours.
Non-life-threatening situations: APS must begin investigating within 72 hours and visit the person within three working days.¹¹

A caseworker typically visits the home and assesses the person’s living conditions, physical and mental state, and overall safety. If the caseworker confirms abuse, neglect, or exploitation, APS develops a service plan. Interventions range from arranging medical evaluations and home care to connecting the person with legal services for fraud or financial exploitation.

Don’t expect to be told how the case turns out. New York’s Social Services Law makes APS records confidential. Reports, the name of the referral source, photographs, and other investigation materials can only be released with the written permission of the subject of the report or to a short list of authorized officials.¹² The agency may also actively protect your identity if disclosing it could put you at risk.

One outcome frustrates many callers: a competent adult can refuse help. Even when a caseworker finds the person living in dangerous conditions, APS cannot force services on someone who understands the risks and chooses to decline them. New York’s APS framework is built on the principle that vulnerable adults retain the right to refuse offered services.¹³ That changes only when a court finds the person lacks the capacity to understand what’s happening, which is a separate guardianship proceeding, not something the hotline call triggers on its own.

Self-neglect counts too. APS regularly receives referrals for older adults living alone who have stopped eating properly, refuse medical treatment, or let their homes become hazardous. No abuser needs to be involved for the agency to open a case.¹⁴

If you’re uncertain whether what you’re seeing crosses the line, the Weill Cornell Elder Abuse Helpline at 844-746-6905 will talk the situation through with you before you decide what to do. It’s free, confidential, and open to anyone concerned about an older adult anywhere in New York State.⁵

1
Human Resources Administration. Adult Protective Services – HRA
2
NYC311. Elder Abuse
3
NYC311. Adult Protective Services
4
NYC Aging. Elder Abuse and Crime
5
NYC Elder Abuse Center at Weill Cornell Medicine. Elder Abuse Helpline for Concerned Persons
6
New York State Department of Health. Complaints About Nursing Home Care
7
New York State Office for the Aging. Long Term Care Ombudsman Program
8
City of New York. Adult Protective Services Referral System
9
NYC311. Connect with NYC311 in Other Languages
10
New York State Senate. New York Social Services Code SOS 473-B – Reporting of Endangered Adults
11
Cornell Law Institute. 18 NYCRR 457.1 – General
12
New York State Senate. New York Social Services Code SOS 473-E – Confidentiality of Records
13
New York State OCFS. Important Principles of APS – Adult Services
14
New York State Senate. New York Social Services Code SOS 473 – Protective Services for Adults