The only HIV helpline at National level is being managed by the APLHIV on 24/7 basis. The helpline’s focus areas include:

1. Provision of basic information about HIV.
2. Provision of basic information about HCV & HBV
3. Provision of basic information about COVID-19 & COVID Vaccination
4. Basic information about Sexual Reproductive Health & Rights (SRHR)
5. Mental Health Service through a psychologist
6. Telephonic counseling
7. Recording of any Human Right Violations
8. Referral services
9. Facilitation & Information regarding Care & Support Services
10. Tracking Loss to Follow Up
11. Receiving complaints, suggestions and feedback about provision and quality of services (Complaint Management Cell)
12. Basic information about Mpox

Critical information is available in Sindhi, Balochi and Pashto languages. The APLHIV Helpline was fully digitalized in 2023 and since then has been carrying out its work effectively with details of all callers and services provided recorded via specifically designed software.

During the year 2024 there were a total of 101,679 calls facilitated by Helpline. Over 25000 people have been provided with basic information about HIV, COVID, TB, HBV, HCV and SRHR, over 1000 people with referral services to various SDPs, over 1500 callers with counseling and 13 complaints were received and addressed. 27000 calls were facilitated to collect feedback about services. Another 6300 calls were made to provide support to the on-ground LTFU Tracking teams. Over 2500 people have been provided with mental health related counseling sessions.