Mid-day special: Abuse survivor denied emergency shelter as Mumbai KEM One Stop Centre faces staff crunch

A staff member at KEM Hospital confirmed that admissions at the One Stop Centre had been suspended because of inadequate manpower. File pic

A 19-year-old survivor of child sexual abuse who fled an alleged fresh assault by her mother and accused stepfather was unable to find immediate refuge at Mumbai's One Stop Centre (OSC) at KEM Hospital after its emergency shelter had allegedly remained non-operational for a few days because of staff shortages.

The incident, highlighted by women's rights organisation Majlis, has raised serious questions over the functioning of one of Mumbai's key emergency support services for women escaping violence. The case has also prompted Rajya Sabha MP Milind Deora to write to the BMC, seeking immediate restoration of shelter services.

The ordeal

2024
According to Majlis, a legal centre for women and children facing sexual and domestic violence, the survivor reported repeated sexual abuse by her stepfather from the age of 15.

A POCSO case was registered after she approached Childline. She later stayed in a shelter home before being returned to her mother in June 2026.

July 31
She returned from Uttar Pradesh to Mumbai for college admissions and examinations.
Majlis alleged her mother took her back to the house where the accused stepfather lived.

August 1
According to Majlis:
>> She was allegedly abused through the night.
>> She was allegedly assaulted outside her college after insisting on attending classes.
>> She escaped and called the Majlis helpline during a panic attack.

Majlis counsellors persuaded college authorities not to hand her back to her family. She was taken to the One Stop Centre at KEM Hospital.

Majlis says it was informed around 6 pm that the shelter had stopped admissions because of staff shortages.
The survivor was eventually taken to the Jogeshwari One Stop Centre.

What is a One Stop Centre?

The One Stop Centre (Sakhi), under the Centre's Mission Shakti scheme, is designed as a single-window support system for women.

Services include:
>> 24x7 response
>> Temporary shelter (generally up to five days)
>> Medical assistance
>> Police support
>> Psychological counselling
>> Free legal aid
>> Linkage with the 181 women's helpline

Questions raised

>> Why was Mumbai's busiest One Stop Centre shelter allowed to remain non-operational for nearly a month?
>> Why were NGOs and frontline responders not informed?
>> Why was no alternative emergency shelter arranged?
>> How many survivors may have been turned away during this period?
>> When will the KEM shelter resume normal operations?

Official response

Attempts to contact KEM Dean Dr Harish Phatak Officials of the Women and Child Development Department and BMC did not elicit a response till the time of going to press.

‘No survivor should spend hours searching for safety'

Majlis has alleged:
>> The shelter had remained closed for last few days.
>> NGOs had not been informed.
>> No alternative arrangements had been made.
>> The survivor was repeatedly asked to leave despite her condition.
Admission at Jogeshwari OSC, Majlis said, was granted only after it submitted a formal letter.
"No survivor should have to spend five hours searching for a safe place to sleep," said Majlis.

‘Admissions stopped'

A staff member at KEM Hospital confirmed that admissions at the One Stop Centre had been suspended because of inadequate manpower.
>> Earlier staffing: Around 15 personnel
>> Reduced to: Nine
>> Present strength: Three
>> Staff currently on leave: Two

MP seeks urgent intervention

RS MP Milind Deora has written to BMC chief seeking immediate restoration of services.
He urged the civic body to:
>> Restore shelter operations immediately.
>> Ensure round-the-clock staffing.
>> Prevent similar disruptions in future.
He also offered assistance from his office to help restore services.

Majlis demands immediate action

Audrey D'Mello, director, Majlis, said: "The One Stop Centre was meant to be the first place a survivor turns to. We demand that the KEM OSC shelter be opened immediately. Essential public services cannot simply disappear without informing stakeholders or ensuring alternative arrangements. Survivors deserve better."

Majlis has demanded:
>> Immediate reopening of KEM shelter
>> Adequate staffing
>> Alternative arrangements during disruptions
>> Removal of procedural delays in providing emergency protection

Majlis National Helpline: 75067 32641
Hours: Monday to Friday, 11 am to 7 pm

Legal counselling and support for women and children experiencing sexual or domestic violence.