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Service Profile of

District & Upazila Level Offices

Department of Social Services

Cabinet Division


A2I, Prime Minister's Office

Name of the Department : Department of Social Services

Name of District Office : District Social Services Office Name of Upazila Office : Upazila Social Services Office



Department of Social ServicesService Profile:

District and Upazila Level Offices

Published by:

Department of Social Services and A2I

First Published

June 2015

Publication

Cabinet Division


A2I, Prime Minister's Office

Supervised by Md. Nazrul Islam, Secretary, Coordination and Reforms, Cabinet Division

Kabir Bin Anwar , Project Director, A2I and Director General (Administration), Prime

Minister's Office

Mohammad Saidur Rahman, Director General, Department of Social Services

Planning and Research

Mohammad Lutfur Rahman, Domain Specialist, A2I

Composition

Khaled Mehedy Hassan, Consultant, A2I

Moha. Kamruzzaman, Social Services Officer, Department of Social Services, Dhaka

Md. Zahirul Islam, Social Services Officer, Department of Social Services, Dhaka

Editing

Anir Chowdhury, Policy Advisor, A2I

Dr. Md. Abdul Mannan, Director A2I

Mohammad Lutfur Rahman, Domain Specialist, A2I

Mohammad Hossain Sarkar, Consultant, A2I

Khaled Mehedy Hassan, Consultant, A2I

Md. Sazzadul Islam, Social Services Officer (attached), Ministry of Social Welfare

Ishtiaque Hussain, Policy Associate, A2I

Assistance

KAM Morshed, Assistant Country Director, UNDP

Aftab Ahmed, Program Analyst, UNDP

Mizanur Rahman,

Admin Specialist, A2I

Naimuzzaman Mukta, People's Perspective Specialist, A2I

Forhad Jahid Sheikh, IT Manager, A2I

Zobayer Alam, Program Assistant, A2I

Farabi Tarannum, Program Assistant, A2I

Cover

Ershadul Hamid Pavel, Commuication Associate and Communication & Partnership

Team, A2I

Design & Print: Real Printing and Advertising, KR Plaza, 31 Purana Paltan, PH- +880 2 9513248



Muhammad Musharraf Hossain Bhuiyan

Cabinet Secretary

Foreword:Public Administration Reforms Commission (PARC) recommended introduction and

implementation of the Citizen Charter for public service providing organizations to

fulfill the demand of service seekers. One of the main objectives behind the

introduction of the Citizen Charter was to provide information to the service recipients

about their desired services. Service delivery time, cost and number of visits (Time,

Cost and Visit-TCV) by service recipients to relevant offices are important factors in

measuring quality and efficiency with which public services are dispensed from

government offices. Secretariat Instructions - 2014 emphasized developing a citizen

friendly service delivery system through using information technology. Inclusion of

Service Process Simplification (SPS) in the Instructions will also encourage andsupport government officials in this regard.

Making government offices efficient, dynamic and accountable is one of the

prerequisites of good-governance. Public offices are obliged to provide information

about their services following the promulgation of the Right to Information Act, 2009.

For the purpose of compilation and analysis, an initiative has been taken to bring into a

single location (i.e. a Single Access Point), all information on the service delivery

processes of public offices. In every Profile Book, an introduction about the relevant

public office along with information about its area of activity, organogram; service

delivery process, time, access point; service related documents, officials responsible

for service delivery, related expenses, concerning rules-regulations, and immediate

grievance redressing authority are incorporated. It thus constitutes a milestone indisseminating information about public services to all citizens.

My heartfelt thanks to all officers of the Cabinet Division, Ministry of Social Welfare,

Department of Social Services and A2I programme who contributed in formulating

this Service Profile. This book will certainly clear the concept of government officials

regarding service delivery processes and will encourage them to strive for further

simplification. Above all, I believe this book will come particularly handy for the

service recipients.



Preface:

We are pledge-bound to ensure good-governance by delivering the highest-level of

services in tandem with other countries of the world in this era of globalization. The

present government has been taking initiatives since 2009 to develop and implement

the Citizen Charter in government offices to ensure people's satisfaction through the

provision of high quality, timely and affordable public services. Besides, the

enactment of the Right to Information Act, 2009 obliges government offices to provide

the necessary information regarding their services. In May, 2014, the Information

Commission published guidelines on pro-active disclosure of information. In addition

to ensuring greater accountability and transparency to the people, the aforementioned

initiatives have already begun to contribute to the development of service quality.

Efficient and people-friendly administration is imperative to realize the objectives ofVision-2021. It is undeniable that, because of technological advancement and modern

training, the efficiency and area of activity of government offices have increased.

While unprecedented progress in education and increased awareness of the citizens

have shot up public expectations. Scientific methodologies have been applied through

various initiatives in the delivery of various government services to cut down

unnecessary delays and complications. The Secretariat Instructions has been updated

to increase the use of ICT in government activities and bring about swiftness in

official functions. Issues like, Citizen Charter, Service Process Simplification, Help

Desk, public opinion management have been included in instruction no. 259-262 of

the Secretariat Instructions, 2014.

Simplification of conventional service delivery processes is required to provide

services at the doorstep of citizens in reduced time, cost and number of visits. Minute

vivisection of the present-day service delivery processes is required urgently to

introduce simple and people-friendly service delivery systems. Through such scrutiny

empirical problems, obstacles, system vacuums can be identified which can then

inform solutions to effectively contribute to the quality development of services.

Service Profile Books of 22 directorates/organizations which have offices at the

Upazila level and 14 directorates/organizations which have offices at the district level

have been taken up for composition in the first phase after comparing their greater

involvement in the delivery of services. Service Profile Book has elaborate

information about service delivery processes, requirement of time and documents,

responsible officials, expenses, acts/rules and whom to complain to with regard to a

particular service. Planning by experts from the concerned directorates, gathering of

information and documents and analysis thereof, seminars, workshops, face-to-face

consultation went into the composition of the Profile Books. Subsequently, the 'draft

Service Profile Book' was finalized by incorporating suggestions and opinions of the

Department of Social Services.

Everyone who contributed relentless effort, sincerity and eagerness in materializing

the composition and publication of the Service Profile Book deserves praise. It would

have been a cumbersome affair without cooperation from experts from the Department



Md. Abul Kalam Azad

Principal Secretary

Prime Minister's Office and

Chairman, Project Steering Committee, A2I

of Social Services and its subordinate offices and members of Innovation Team. Officials from the

Cabinet Division, UNDP and USAID have offered precious suggestions and active cooperation in the

making of the profile book. The concerned A2I officials worked relentlessly to achieve the formation

of the profile books. It is due to such remarkable dedication that, for the first time, a book of this kind

is going to be published in Bangla. My gratitude to those who contributed in enriching its contents by

offering their opinions in various seminars, workshops and meetings. You are all requested to emailus at [email protected] about any corrections or suggestions related to this book.



The Department of Social Services is the foremost department under the Ministry of

Social Welfare. The main objective of the department is human resource development

through poverty alleviation of the ultra-poor. The Department of Social Services

performs the following and many other people's welfare oriented services: multi-

dimensional service-centric activity for socio-economic development; social safety net

programs; protection of rights and rehabilitation of disabled persons; rectification and

development of crime-prone individuals; rehabilitation of vagrants and homeless

people and providing them skill development training.

Innovation in public services has been given special emphasis to turn traditionally

stereotyped administrative processes into more people-friendly service deliverysystems. Citizen Charter and Service Process Simplification (SPS) have been included

in the Secretariat Instructions, 2014 as part of a sequence of policy decisions to meet

the expectations of the people. I am happy to know that the Cabinet Division,

Department of Social Services and A2I programme are concertedly going to publish

'Service Profile' in printed form and online to meet this end.

Though brief descriptions of such services were previously conveyed to people

through the Citizen Charter, the effort was inadequate compared with the demand of

the service seeking citizens. The Service Profile Book of the Department of Social

Services has the following service delivery process related information: designation of

service providing officials; brief descriptions of service delivery processes; required

time; related laws/rules; necessary fees, related expenses etc. Moreover, since this

book has compiled almost all the information of the department, it is going to be

recognized and utilized as a storehouse of information for all officials of the

department and other officials of various government/non-government/autonomous

organizations.

I request you to send your constructive suggestions and well-thought-out opinions on

the book after going through it. They will enrich the book further. I thank everyone

who worked in the making of this book and I hope that this book will play an

important role in implementing the government's Vision-2021.

Service Profile: Department of Social Services

Nasima Begum, Ndc

Secretary

Ministry of Social Welfare



The Government of Bangladesh has undertaken various initiatives to link its citizens with

public services, reducing the time and cost associated with accessing services and increasing

the effectiveness and efficiency of public service delivery.

This Service Profile book aims to apprise citizens of the services being provided from public

offices. It has been designed entirely with the citizen in mind, providing a single point for

service information and further simplifying the process of accessing public services. The

Service Profile explains in detail the relevant laws, the administrative process, the cost and the

time required to avail public services currently being offered across 36 Directorates.

Additionally, it provides practical information on service providing departments, including the

scope of service that citizens can expect, the steps to obtaining a service, and the relevantcontact information. It integrates the recent opportunities being offered through Information

Communication Technology, including the provision of online and mobile e-services. By

providing this Service Profile, the government is further empowering its citizens to initiate and

accelerate the process of accessing the information and services available to them.

The Government of Bangladesh can be proud of its recent achievements in enhancing public

service delivery to its citizens. A number of regional and global counterparts have expressed

their desire to learn of the information-led developments occurring in Bangladesh. I am pleased

with the support the Access to Information (A2I) project has provided, and this first ever

Service Profile book is a testament to the tireless efforts of our government counterparts and

project staff. I thank our partners for their ongoing commitment, particularly the US Agency

for International Development.

I am sure this Service Profile book will facilitate local government in effectively responding to

the demand of citizens and in the ongoing strengthening of public service delivery and reform

of public administration.

Pauline TamesisCountry Director

UNDP-Bangladesh

Message



Contents



Chapter 1

1. Department of Social Services: Profile 21.1 DSS: Snapshot 2

1.2 Introduction to the Department 2

1.2.1 Vision 3

1.2.2 Mission 3

1.2.3 Beneficiaries 3

1.3 DSS' Organogram: 4

1.4 District Level Offices: 5

1.4.1 District Office at a glance 5

1.4.2 Organogram 51.5 Upazila Level Offices 6

1.5.1 Upazila Offices at a glance 6

1.5.2 Organogram 6

1.5.3 Notable programs of Upazila Social Services Office 7

Chapter 2

2. List of Citizen-Centric Services 102.1 List of Existing Services at the Directorate/District/Upazila Level 10-11

2.2 Citizen Service Information Map 12-35

Chapter 3

3. Descriptive Service Profile & Process Map of Citizen-Centric Services 383.1 Service Name: Rural Social Services (RSS) Program 38

3.1.1 Service Profile 38

3.1.2 Process Map 39

3.2 Service Name: Rural Mothercare Centre (RMC) Program 40



3.3 Service Name: Disability Identification Survey, ID and Certificate Distribution to PWDs 42



3.4 Service Name: Rehabilitation Program for Acid-Burn Victims & PWDs 44



3.5 Service Name: Microcredit Program for Residents of Ashrayan/Abashan Project. 46







3.6 Service Name: Medical Social Service Program 48



3.7 Service Name: Old-Age Allowance Program 50



3.8 Service Name: Allowance Program for Destitute PWDs 52



3.9 Service Name: Stipend Program for Students with Disabilities 54



3.10 Service Name: Allowance for Vulnerable Widows and Husband-Deserted Women 56

3.10.1 Service Profile 563.10.2 Process Map 57

3.11 Service Name: Livelihood Development Program for Dalit, Harijan and Bede Communities 58




3.12 Service Name: Livelihood Development Program for Transgenders 61




3.13 Service Name: Financial Assistance Program for Cancer, Kidney and Liver Cirrhosis Patients 64



3.14 Service Name: Livelihood Development Program for Tea-Garden Labourers 66



3.15 Service Name: Honorarium Program for Freedom Fighters 68



3.16 Service Name: Alimony, Education and Training for Orphans of Government RunOrphanages known as Children's Family 70



3.17 Service Name: Alimony and Rehabilitation Program for Babies at Baby Homes 72



3.18 Service Name: Training and Rehabilitation of Destitute and Orphan Children 74







3.19 Service Name: Protection Program for Vulnerable Children 76



3.20 Service Name: Integrated Education Program for Visually Impaired Students 78



3.21 Service Name: Education Program for Hearing, Speech and Visually Impaired Children. 80



3.22 Service Name: Education and Rehabilitation Program for Physically Handicapped Persons 82



3.23 Service Name: Training and Rehabilitation Program for Orphans and PWDs 84


3.24 Service Name: Development Program for Children facing Law Enforcement or in Conflict with Law 86



3.25 Service Name: Training and Rehabilitation Program for Vagrants 88



3.26 Service Name: Probation & After Care Program 90


3.27 Service Name: Training and Rehabilitation Program for Socially Disadvantaged Girls 92



3.28 Service Name: Safe Home for Women and Adolescent Girls under Order of Safe Custody 94



3.29 Service Name: Registration and Control of Voluntary Social Welfare Organizations 96



3.30 Service Name: Distribution of Capitation Grant to Non-Government Orphanages 98



3.31 Service Name: Distribution of Grants to Organizations Registered under Social Welfare Council 100







3.32 Service Name: Production and Sales of Artificial Limbs 102



3.33 Service Name: Childcare at Daycare Centers 104


4. Acronyms and Abbreviations 106

5. Service Profile Books' list 107



1



Department of Social Services: Profile

Snapshot

Introduction of DSS and Organizational Framework

Chapter: 1



2



1.2 Introduction to the Department:

The Department of Social Services

(DSS) under the Ministry of Social

Welfare is a pivotal service sector

organization in Bangladesh. It

commenced in 1961 to improve

livelihood of the ultra-poor,

underprivileged and marginalized

people of various caste and creed

through facilitating their active

participation in various socio-

economic activities.

The DSS is implementing various

social safety net programs. The old-

aged, orphans, physically and

mentally challenged persons are

integrated and rehabilitated into

society by its effort. It works for

human resource development, poverty alleviation, empowerment, etc. Some of its noteworthy programs are:Training and Rehabilitation Program for Socially Disadvantaged Women, Development Program for Children

facing Law Enforcement or in Conflict with Law, Training and Rehabilitation Program for Vagrants, Old-Age

Allowance Program, Accommodation Facility for Women, Children and Young Girls under order of Safe

Custody; Allowance Program for Destitute Persons with Disability, Allowance Program for Vulnerable Widows

and Husband-Deserted Women, Livelihood Development Program for the Dalit, Harijan and Bede

Communities, Livelihood Development Program for Transgender, Stipend Program for Children with

Disabilities etc. The programs are well in line with the government's Vision 2021, Seventh Five Year Plan and

Sustainable Development Goals (SDGs).

The main objective of the department is to motivate the ultra-poor towards self-actualization and freedom from

poverty by making them aware of their rights, values and needs.

Name of the

Organization

Begali mgvR‡mevAwa dZi

English Department of Social ServicesAbbreviation DSS

Head of theDepartment

Director General Ministry Ministry of Social Welfare

Office Code Nos. of District Nos. of other District level

Offices Nos. of Upazila

Offices

Personnel

4101 64 447 488 11723

Contact

Information

Department of Social Services,

E-8/ B-1,

Sher-e-Bangla Nagar,

Agargaon, Dhaka-1207www.dss.gov.bd

www.bangladesh.gov.bd

Phone +880-2-9131966

+880-2-8127557

Fax +880-2-8110074

E-mail [email protected]

Mobile +8801711-112258

Offices

Profile of Department of Social Services

Department of Social Services, Dhaka

1.1 DSS: Snapshot

Address



3



1.2.1 Vision

Welfare of disadvantaged, poor, deprived and vulnerable people of society and to ensure their social

development and social security through empowerment.

1.2.2 Mission To provide social security for 50 percent vulnerable people of the country by 2015;

To provide interest-free microcredit for 50 percent impoverished people of the country by

2015 to improve their socio-economic condition and standard of living;

To safeguard the rights of destitute, vulnerable, orphan children to ensure their protection,

supervision, welfare, rehabilitation and advancement;

To rectify, rehabilitate and ensure positive advancement of crime-prone individuals;

To provide free-of-charge health care services for impoverished and vulnerable people;

To safeguard the rights of disabled persons to ensure their protection, supervision, welfare,

rehabilitation and advancement; To bring into registration the Voluntary Social Welfare Organizations and supervise their

activities;

To ensure welfare, advancement and rehabilitation of socially disadvantaged women;

To provide support and motivation to prevent social injustice;

To provide skill development training for professional social workers;

To provide aid to women suffering from burns from acid attacks and ensure their

advancement.

1.2.3 Beneficiaries:

Disadvantaged, poor and low-income people;

Impecunious, distressed and vulnerable old-aged people;

Poor widows and husband-deserted women;

Freedom fighters.

Disabled, destitute, ill-treated, orphan and children without parental care.

Children facing law enforcement or in conflict with law.

Poor, vulnerable patients;

All types of persons with disability.

Woman and child victims of human trafficking and social injustice.

Professional social workers.

Voluntary social welfare organizations.

Children who are the victims of social evils and vagrants.



4



Director General (DG)

Director

(Program)-1

Additional Director

(Program)-1

Deputy Director

(Program)-5

Assistant Director

(Program)-8

Social Services Officer-2 Social Services Officer-6Social Services Officer-1

Assistant Director

(Program)-8

Assistant Director (Program)-3

Deputy Director

(Program)-3

Deputy Director

(Program)-3

Additional Director

(Admin & Finance)-1

Additional Director (Institution)-1

Director

(Admin & Finance)

Director (Institution)

1.3 DSS' Organogram:

Organizational Structure of Department of Social Services

N.B. Numerical value given beside the designation of official indicates number of personnel



5



†Rj vmgvR‡mevKvh©vj q

DSSO

Deputy Director

64

15*

District Social Services Office

Name Bengali

English

Short/abbreviated

Number of Offices

Designation of the office chief

Personnel

1.4.1 District Offices at a glance

1.4 District Level Offices:

1.4.2 Organogram

Deputy Director (01)

Assistant Director (01)

Social Service Officer

(Registration)-(01)

Upper Division Assistant (01)

Office Assistant cum

Computer Operator (03)

Office Facilitator (03) Guard (01) Cleaner (01)

Assistant Accountant (01) Stenographar (01)

Junior Accounts Officer (01)

* The number of personnel may vary according to categories of districts



6



Dc‡Rj vmgvR‡mevKvh©vj q

USSO

Upazila Social Service Officer

488

10 *

Upazila Social Services Office

Name Bengali

English

Short/abbreviated

Number of Offices

Designation of the office chief

Personnel

1.5.1 : Upazila Offices at a glance:

1.5 Upazila Level Offices:

1.5.2 Organogram

Upazila Social Service Officer (01)

Upper Divisional Assistant

(01)

Office Assistant CumComputer Operator (01)

Office Facilitator (01) Security Guard (01)

Union Social Worker

(Every Two Unions-01)

Technical Instructor

(03)

Field Supervisor (01)

* The number of personnel may vary according to number of unions in upazilas



7

Socio-Economic Development Services: Rural Social Services (RSS) Program; Rural Mother-Care Centre (RMC) Program;

Urban Community Development (UCD) Program; Rehabilitation Program for Acid-Burn & Persons with Disabilities; Microcredit Program for Residents of Ashrayan/Abashan Project.

Social Safety Net Programs: Old-Age Allowance Program; Allowance Program for Destitute and Disabled Persons; Allowance Program for Vulnerable Widows and Husband-Deserted Women; Honorarium for Freedom Fighters; Stipend Program for Children with Disabilities; Livelihood Development Program for the Dalit, Harijan and Bede Communities; Livelihood Development Program for Transgenders.

Activities under Protection of Rights, Development and Rehabilitation of Disabled

Persons: Disability Identification Survey, ID and Certificate Distribution to PWDs; Distribution of Assistive Devices.

Development and Rehabilitation Program for Vagrants and Social Offenders Development Program for Children who have Confronted Law Enforcement or are

in Conflict with Law; Probation and After-Care Services; Training and Rehabilitation Program for Vagrants.

Training for Skill Development:

Socio-Economic Training for Women and Disadvantaged Groups for theirDevelopment and Empowerment.

Registration and Support Programs for Voluntary Social Welfare Organizations: Registration and Control of Voluntary Organizations ; Distribution of Capitation Grant to Non-Government Orphanages; Various Development Activities Jointly with Voluntary Social Welfare

Organizations.

Others: Duties delegated by the Election Commission; Duties ordered by the Government; Mitigation of social problems.

1.5.3 Notable programs of Upazila Social Services Office:





8



9

Citizen-Services:

List of Citizen-Services

Citizen Service Information Map (CSIM)

Chapter: 2



10



Sl.

No. Name of the Service Service Delivery Tier

2.1 List of Existing Citizen-Services at the Department/District/Upazila Level

List of Citizen-Services

Upazila

Upazila

Upazila/ Municipality/ City Corporation

Upazila

Upazila

Upazila/Municipality/City Corporation








Selected Upazila/District

Upazila

District

Department

District / Department

Selected districts

District

Department

Department

Department

Department

Department

Upazila/ district

District

District

District/Upazila/City

District/Upazila/Department/Ministry

District/Upazila/National Social Welfare Council

Department

District

01

02

03

04

05

06

07

08

09

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Rural Social Services (RSS) Program

Rural Mothercare Centre (RMC) Program

Disability Identification Survey, ID and Certificate Distribution to PWDs

Rehabilitation Program for Acid-Burn Victims & PWDs

Microcredit Program for Residents of Ashrayan/Abashan Project.

Medical Social Service Program

Old-Age Allowance Program

Allowance Program for Destitute PWDs

Stipend Program for Students with Disabilities

Allowance for Vulnerable Widows and Husband-Deserted Women

Livelihood Development Program for Dalit, Harijan and Bede Communities

Livelihood Development Program for Transgenders

Financial Assistance Program for Cancer, Kidney and Liver Cirrhosis Patients

Livelihood Development Program for Tea-Garden Labourers

Honorarium Program for Freedom Fighters

Alimony, Education and Training for Orphans of Government Run Orphanages known as Children's Family

Alimony and Rehabilitation Program for Babies at Baby Homes

Training and Rehabilitation of Destitute and Orphan Children

Protection Program for Vulnerable Children

Integrated Education Program for Visually Impaired Students

Education Program for Hearing, Speech and Visually Impaired Children.

Education and Rehabilitation Program for Physically Handicapped Persons

Training and Rehabilitation Program for Orphans and PWDs

Development Program for Children facing Law Enforcement or in Conflict with Law

Training and Rehabilitation Program for Vagrants

Probation & After-Care Program

Training and Rehabilitation Program for Socially Disadvantaged Girls

Safe Home for Women and Adolescent Girls under Order of Safe Custody

Registration and Control of Voluntary Social Welfare Organizations

Distribution of Capitation Grant to Non-Government Orphanages

Distribution of Grants to Organizations Registered under Social Welfare Council

Production and Sales of Artificial Limbs

Childcare at Daycare Centers



11



Sl.

No. Name of the Service Service Delivery Tier

Department

Municipality/ City Corporation

Municipality/ City Corporation

Department

Department

Department

Department

Department

Department

Ministry

34

35

36

37

38

39

40

41

42

43

Visually impaired children's education program

Urban Community Development (UCD) program

Skill development training

Education program for hearing and speech impaired students

Education program for visually impaired students

Mentally challenged children's rehabilitation program

Rural Sub-Center for education and rehabilitation program for physically handicapped persons

Training and rehabilitation program for visually impaired persons

Printing and distribution program of Braille books for visually impaired students of

institutions of the Department of Social Services

Production of plastic materials and safe drinking water at Moitree Industry



1 3

Sl

No.

K L M N O P Q

Name of

the Office

Services Responsible

Officers/Staffs

Service Delivery Process Service Delivery

Time

Necessar

fee/tax

2.2 Citizen Service Information Map

applicants, deposits the savings of the members in

their bank accounts and forwards the applications

along with the list to the Field Supervisor, who

again scrutinizes the applications; submits them

with her recommendation to the Upazila Social

Service Officer along with a draft list of the

applicants. The Upazila Social Service Officer

then organizes a meeting of Upazila Project

Implementation Committee and receives approval

for the loans. After setting the date, time and place

for loan distribution and informing the applicants

about it, the loans are distributed in cash or as

bank cheques.

2. Field

Supervisor

3. Union

Social

Worker

4. Training

Instructor.

03 Disabled persons are identified by the Upazila/

Urban Social Services Office's survey. The type

and level of their disability are determined by

groups of doctors/consultants. The disabled

persons can thereafter apply for Identity Cards and

Certificates regarding their disability in prescribed

application form. The Union Social Worker

scrutinizes the applications and places them in a

file with necessary documents for the Upazila/

Urban Social Service Officer's approval.

1-5 days Free of

cost.

1. Upazila/

Urban Social

Service

Officer,

2. DD, DistrictSocial

Services

Office.

Upazila/UrbanSocialServices

office

Disability

Identification

Survey, ID

and

Certificate

Distribution

to PWDs



1 4

Sl

No.

K L M N O P Q

Name of

the Office


Officers/Staffs


Time

Necessar

fee/tax


The Upazila/Urban Social Service Officer, after

giving her assent, sends it to the Deputy Director,

District Social Services Office for final approval.

After the Deputy Director's approval, the Identity

Cards and Certificates are delivered to the

disabled persons directly or through the office of

the Upazila/Urban Social Welfare Officer. The

disabled persons receive priority in government

jobs and various services by virtue of these

Identity Cards and Certificates.

04 A survey is conducted with the help of the Union/

Municipal Social Workers, Training Instructors to

identify acid-burn and disabled persons. The

identified persons are then provided with

information about loan programs of Upazila Social

Services Office. They may apply for loans of BDT

5000-20000/-. The Field Supervisor scrutinizes the

applications; forwards them with her

recommendation to the Upazila/Municipal Social

Services Officer along with a draft list of the

applicants. The Upazila/Municipal Social Service

Officer then arranges Upazila/Municipal Social

Services Implementation Committee's meetingand receives approval for the loans. After setting

the date, time and place for loan distribution and

informing the applicants about it, the loans are

distributed in cash or as bank cheques.

1-3 months Free of

cost.

1. Upazila

Social

Service

Officer

2. Field

Supervisor

3. Municipal/

Union Social

worker

4. Training

Instructor

UpazilaSocialServicesOffice

Rehabilitation Programfor Acid-BurnVictims &PWDs



1 5

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


05 Families, who have received houses under

Ashrayan/Abashan project are trained and

informed about 30 social activities by the Union

Social Workers to guide and encourage them

towards self-reliance. The Union Social Worker

scrutinizes loan applications from the families;

recommends on the applications; deposits groups'

savings in their bank accounts and forwards the

applications with her recommendation to the Field

Supervisor. The Field Supervisor then further

scrutinizes the applications; prepares a draft list of

the applicants and forwards the applications alongwith the applicants' list and her recommendation

to the Upazila Social Welfare Officer. The Upazila

Social Welfare Officer then organizes a meeting

of Project Implementation Committee (PIC);

receives approval for the loans; sets the date, time

and place of distribution of the loans; informs the

beneficiaries about it and distributes the loans.

Under this project, each beneficiary receives loan

amounting to BDT 5000-15000 thous and taka

with 8% service charge.

48 days for new

applicants;

27 days for

current

beneficieries

(Approximately

1-3 months)

Free of

cost

1. Upazilla

Social

Service

Officer

2. Field

Supervisor

3. Union Social

Worker

4. Training

Instructor

UpazilaSocialServicesOffice

MicrocreditProgram forResidentsofAshrayan/AbashanProject

06 Indoor patients who are admitted in charge-free

beds of Government/Private Hospitals/MedicalColleges/Upazila Health Complexes and outdoor patients of the same facilities or their guardianscan apply in prescribed form with recommendationfrom the concerned ward's Assistant Registrar/Consultant/Resident Medical Officer to the SocialService Officer for this service. The Social Service

1-4 hours Free of

cost.

Social Services

Officer

Hospital

SocialServicesOffice

Medical

SocialService

Program



1 6

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


Officer scrutinizes the applications; approvesthem; and then provides them with financialassistance/medicines/food-clothes/rehabilitation/diagnosis/related services.

07 Persons, whose annual average income ismaximum BDT 10000/-, age is minimum 65 incase of men and 62 in case of women, can apply inthe prescribed form to the Upazila/Urban SocialService Officer for this service. Union Committeescrutinizes the applications in accordance withrelated policy; prepares a primary list ofapplicants; sends them to Upazila Committee forfinal approval. The Upazila/ Municipal/MetropolisCommittee then further scrutinizes the

applications; prepares the final list of beneficiariesand receives approval of local MP. TheUpazila/Urban Social Service officer then informsthe applicants about their selection and issuesAllowance Disbursal Books in their names. The beneficiaries open bank account in their names by

3 months

after

receiving

govt. fund for

new

beneficiaries;

and 7 days

for current

beneficiaries.

The

beneficiarie

open bank

accounts in

their names

by

depositing

BDT 10/-

1. Upazila/Urban

Social Service

Officer;

2. Field

Supervisor;

3. Union/

Municipal

Social Worker;

4. Technical

Instructor.

Upazila/UrbanSocialServicesOffice

Old-Age

Allowance

Program



1 7

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


depositing BDT 10/-. Allowances are transferred tothe beneficiaries' bank accounts from jointly held bank accounts of UNO and Upazila Social ServicesOfficer.

08 Disabled persons are identified and their registration

gets completed through a survey conducted by the

Department of Social Services. Disabled persons

whose annual average income is not above BDT

36000/-, and not below 6 years of age can apply to

the Upazila/Urban Social Service Officer for

allowance. Union Committee scrutinizes the

applications in accordance with related

implementation policy; prepares a primary list of the

applicants and submits them with its

recommendation to Upazila Committee for approval.

The Upazila/Municipal/Metro committee then further

scrutinizes the applications; finalizes the

beneficiaries; receives approval/agreement of local

Member of Parliament; issues Allowance Disbursal

Book for each beneficiary and informs the

beneficiaries about it. After that the beneficiaries

open their bank accounts by depositing only BDT

10/-. Allowances are transferred to their bank

accounts from jointly operated bank accounts of DD,District Social Services Office/UNO and the Social

Services Officer.

Beneficiaries

are selected

within 3

months after

allocation of

government

fund.

Allowances

are transferred

to regular

beneficiaries'

bank accounts

within 7 days

of receipt of

fund.

Free of cost

except the

beneficiarie

have to ope

bank

accounts by

depositing

BDT 10/-

1. Upazila/Urban

Social Service

Officer

2. Field Supervisor

3. Union Social

Worker

4. Training

Instructor

Upazila/UrbanSocialServicesOffice

Allowance

Program

for

Destitute

PWDs



1 9

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


informs the beneficiaries about their

selection and issues Allowance Disbursal

Books for them. The beneficiaries open bank

accounts in their names by depositing BDT

10/-. Allowances are transferred to the

beneficiaries' bank accounts from jointly held

bank accounts of DD, Dis trict Soc ial

Services Office/UNO and concerned Social

Service Officer.

11 After receiving the fund from government

the Upazila/Urban Social Services Officer

publicizes a notification regarding this

service. Interested persons then submit

applications in the prescribed form to the

Social Service Officer. Union Committee

physically scrutinizes the applicants and

sends the applications along with their

recommendation to Upazila Committee.

The Upazila Committee scrutinizes the

applications and selects beneficiaries in

conformity with the allotted fund. The

beneficiaries are informed about their

selection. Then, they open bank accounts in

their names. Allowances or stipends aretransferred to their bank accounts. Persons

who are above 18 years of age are provided

with trade-based training. The trainees

receive non-refundable after-training

financial assistance.

3 months after

receiving govt.

fund for new

beneficiaries

and 7 days for

current

beneficiaries.

Free of costUpazila/Urban Social

ServicesOffice

Upazila/Urban

SocialServiceOffice

Livelihood

Development

Program for

Dalit, Harijan

and Bede

Livelih

Policy

and Be

2013

Specia

300/- p

Stipen

Primar

300/- p

Second

450/- p

Higher

Studen

month

Gradu

Studen

month

After-t

refund

financ

10000



2 0

Sl

No.

A B C D E F G

Name of

the Office


Officers/

Staffs


Time

Necessary

fee/tax


12 The Upazila/Urban Social Service officer,

depending on fund availability, publicizes a

notification welcoming application for this

service. Applications are addressed to the

Upazila Social Service officer. Union

Committee conducts physical verification

concerning the applicants; sends its

recommendation to Upazila Committee. The

Upazila Committee then further scrutinizes

the applications; selects beneficiaries keeping

an eye on the allotted fund. Then the

beneficia ries are informed about the irselection. They open their bank accounts to

receive allowances/ stipends. Transgenders,

who are above 18 years old and capable of

working, are given training on various trades

and after-training non-refundable financial

assistance.

Beneficiaries

are selected

within 3

months of

allocation of

govt. fund.

Allowances/

stipends are

transferred to

beneficiaries'

bank accounts

within 7 daysof receipt of

fund.

Free of costUpazila/Urban SocialserviceOfficer

Upazila/UrbanSocialServiceOffice

Livelihood

Development

Program for

Transgenders

Specia

300/- p

Stipen

Primar

BDT 3

Second

BDT 4

Highe

studen

month

Gradu

Gradu1000/-

After-t

assista

BDT 1

non-re

Livelih

Progra

Transg

2013

13 People requiring this service need to apply

to DG, Department of Social Services.

District Committee scrutinizes theapplications; sends them with

recommendations and its meeting's

resolution to Project Director. Then a

department level meeting scrutinizes the

applications and related recommendations.

3 months from

the date of

application.

Free of costSocial serviceOfficer

Upazila/Urban

SocialServiceOffice

Financial

Assistance

Program for

Cancer,

Kidney and

Liver

Cirrhosis

Patients

Implem

of Vul

Suppo

Progra



2 1

Sl

No.

A B C D E F G

Name of

the Office


Officers/

Staffs


Time

Necessary

fee/tax


They prepare a draft list of beneficiaries and

present it before National Steering Committee,

which then does the final scrutiny, selects

beneficiaries and sends bank cheques in the

beneficiaries' name to the DD, District Social

Services Office for distribution.

Free of cost

14 Tea-garden laborers can apply to the Upazila

Social Service Officer for this service. Upazila

Committee scrutinizes their applications and

forwards them to District Committee for ultimate

approval. The District Committee then further

scrutinizes the applications; selects beneficiaries

keeping conformity with fund. Keeping in mind the

number of selected beneficiaries, the Upazila

Social Service Officer purchases goods in

accordance with Public Procurement Rules (PPR).

She then distributes BDT. 5000/- worth of food

items to the selected beneficiaries.

3 months from

the date of

application.

Free of costUpazila/Urban SocialServiceOfficer

Upazila/UrbanSocialServiceOffice

Livelihood

DevelopmentProgram forTea-Garden

Labourers

15 The Upazila Social Service Officer, subject to

government's allocation, publicizes a notification

signed by UNO inviting applications in prescribed

form for Freedom Fighters Honorarium Program.Recipients of the honorarium are selected through

scrutiny in accordance with relevant policy; and

particulars of the primarily selected persons are

sent to District Committee for approval. After the

approval, the final list of beneficiaries is sent to

District/ Upazila Accounts Office. The Accounts

Recipients are

selected within 3

months after

allocation of

government fund.

Honorariums are

transferred to

recipients' bank

accounts within 7

days of receipt of

fund.

Free of cost,

except

selected

FreedomFighters

have to open

bank

accounts by

depositing

BDT 10/-

Upazila/Urban SocialServiceOfficer

Upazila/UrbanSocialService

Office

Honorariu

m Program

for

FreedomFighters



2 2

Sl

No.

A B C D E F G

Name of

the Office


Officers/

Staffs


Time

Necessary

fee/tax


Office then issues D-Half books in the names of

the beneficiaries. Now the beneficiaries are given

information about the issue of D-Half books and

they open their bank accounts. The honorarium is

sent to their bank accounts. A Freedom Fighter,

who has a certificate from the Ministry of

Liberation War Affairs, or has her name as

freedom fighter in official gazette, or has Freedom

Fighter's Certificate signed by honorable Prime

Minister, or has Freedom Fighter's Certificate from

Central Command Council, or has her name in

Mukti Barta's final list, known as Red Book; or hasher name in the final Freedom Fighters' database

prepared by Ministry of Liberation War Affairs is

entitled to receive the honorarium. Freedom

Fighters, Wounded Freedom Fighters and Families

of Martyred Freedom Fighters who are receiving

allowances from Freedom Fighters' Welfare Trust

are not entitled to receive this service.

16 Guardians of 6-9 years old orphans can apply for

this service. The Superintendent or Deputy

Superintendent prepares a draft list of the

applications and convenes a meeting of AdmissionCommittee. The Committee selects the prospective

residents. Their guardians are informed about the

selection. Admitted orphans receive alimony,

education and training for their rehabilitation till

they attain 18 years of age.

subject to

vacancy, within

1 month

Free of cost1. Superintendent

2. Deputy

Superintendent

Government

Children's

Home

Alimony,

Education

and

Training for

Orphans ofGovernment

Run

Orphanages

known as

Children's

Family



2 3

Sl

No.

A B C D E F G

Name of

the Office


Officers/

Staffs


Time

Necessary

fee/tax


17 0-7 years old babies, who are guardianless,

unclaimed, abandoned, wretched babies,

rescued from human traffickers are brought

into Baby Homes after recording a GD at a

Police Station. At Baby Homes they receive

supervision, alimony, medical treatment and

entertainment. Later on, they are sent to

government run orphanages called

Children's Family, where they receive

education, training for their rehabilitation.

Just after

recording a GD

(1 day)

Free of costDeputy

Superintendent

BabyHome

Alimony and

Rehabilitation

Program for

Babies at

Baby Homes

18 Guardians of children, who are 6-9 yearsold, vulnerable and precarious, can apply for

this service. The Superintendent/Deputy

Superintendent prepares a draft list of the

applications; convenes a meeting of

Admission Committee, which then selects

the prospective residents. Concerned

guardians then are given informed about the

selection. Admitted children receive

alimony, education and training for

rehabilitation till they attain 18 years of age.

Within 1 monthof application ,

depending on

vacancy.

Free of costSuperintendent/Deputy

Superintendent

Training andRehabilitation

Centre for

Vulnerable

Children

Training andRehabilitation

of Destitute

and Orphan

Children

19 Children themselves or the Social Worker or

guardians or anybody else can provideinformation about such vulnerable children

and can apply for this service. The Union

Social Workers recommend about services

required by such children and about their

case management. Upazila and District

Welfare Board approve, subject to

1 month Free of cost1. Social Service

Officer 2. Deputy

Director

3.

Selected

District/UpazilaSocialServicesOffice

Protection

Program forVulnerable

Children



2 4

Sl

No.

A B C D E F G

Name of

the Office


Officers/

Staffs


Time

Necessary

fee/tax


availability of fund, one or more of the

following services for them: Conditional

Financial Assistance, Security for Street

Children, Integration with family and

society, 24-hours Child Helpline-1098,

Institutional Capacity Development.

20 Guardians of visually impaired children can

avail this service by applying to the

Resource Teacher/DD, District Social

Services Office. The Resource Teacher then

prepares a list of the applications andorganizes a meeting of Admission

Committee. The Committee selects for

admission visually impaired students from

among the applicants. The applicants

finalize their admission after being informed

about their selection. The admitted ones

study through Braille system, under the

supervision of Resource Teacher, in selected

educational institutions together with

normal students. The Directorate of Social

Services bears all expenses of

accommodation, food and medical treatment

for the students.

Depending on

vacancy, 1

month, at the

beginning of an

academic year

Free of costResource Teacher Schools

for

Integrated

Education

Program

Integrated

Education

Program for

Visually

ImpairedStudents



2 5

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


21 Guardians of hearing, speech and visuallyimpaired students can submit applications tothe Superintendent of PHT Center. TheSuperintendent then prepares a list of theapplications and organizes a meeting ofAdmission Committee. The committee thenselects deaf, dumb and visually impairedchildren from among the applicants. Theadmitted students receive alimony, educationand vocational training for their developmentas skilled human resources.

30-35 days,

depending on

availability of

seat.

Free of coSuperintendentPHT Center Education

Program for

Hearing,

Speech and

Visually

Impaired

Children

22 Physically challenged persons who are 14-24years old and willing to get this service cansubmit applications using the prescribedform at the Deputy Director's Office. TheDeputy Director then prepares a list of theapplications and completes selection of thetrainees through Admission Committee'smeeting. She then informs the ones who have

been selected and sees through theiradmission. The trainees receive 3-4 monthsof trade-based training along withaccommodation, alimony, medical treatment,an allowance of BDT 4000/- and a job after

completion of the training, provided thatthere are vacancies.

1 month and 7

days;

applications

are invited

two times in a

year- 15th

January and

15th July.

Free of coDeputy

Director

Education and

Rehabilitation

Centre for

Physically

Handicapped

(ERCPH)

Persons

Education

and

Rehabilitation

Program for

Physically

Handicapped

Persons

23 Orphans and disabled children who are

studying in DSS' various educational

institutions, but are inattentive to studies and

are at least 15 years old and have passed 8th

class in school can be recommended by their

1 month,

subject to

vacant seats

Free of coVocationalTrainingCenter forOrphan andDisabledChildren

Training and

Rehabilitatio

n Program

for Orphans

and PWDs



2 6

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


educational institutions for admission in

Vocational Training Center. After admission

the Center provides them with rearing,

vocational training and helps them in

rehabilitation in society. Mass-notification

for admission is circulated only when DSS'

institutions fail to provide enough trainees

for the Vocational Training Center.

24 Children who have confronted law

enforcement or have been convicted throughlawful proceedings arrive at these centers by

court's order. Here they receive care,

alimony, education, medical treatment,

vocational training, counseling for their

rehabilitation into society's mainstream.

From the time

of their arrivalat the Center

Free of cosSuperintendentDevelopment

Center forJuvenile

Delinquents

Development

Program forChildrenfacing LawEnforcementor in Conflictwith Law

25 Vagrants, after being arrested/detained by

police, are produced before court by way of

Non-FIR prosecution. They stay at Shelter

(reception) after being declared/sent by court

as vagrants. The Vagrant Controller thensends them to various categories of shelters,

where attempts are made to make them self-

reliant through training, education, alimony

and counseling for their rehabilitation into

their family and society.

According to

court's order

Free of cos1. Assistant

Director

2. Sub-Assistant

Director

Government

Shelter Homes

Training andRehabilitationProgram forVagrants



2 7

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


26 According to section 5 of Probation of

Offenders Ordinance, 1960 (amended in

1964) court can arrange differently for

persons of any age who are first-t ime

offenders or convicted for minor offenses or

have pleaded guilty by retaining them under

the supervision of a Probation Officer in

their family and society for a specified

period of time.

According to Sub-Section 6 of Section 34 of

The Children's Act, 2013, the Juvenile Courtcan grant probation to convicted children to

guide them towards good conduct instead of

confining them in Child Development

Centre.

Conditional release is arranged for convicted

women who are in jail confinement.

Prisoners released from jail and juvenile

delinquents released from Child

Development Centers are rehabilitated

socially and economically through skilldevelopment trainings offered by various

social safety programs of the Department of

Social Services.

3 months Free of cosProbation

Officer

Probation

Office,

District/

Upazila

Social

Services

Office

Service

Name:

Probation &

After-Care



2 8

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


27 27. Prostitutes or women forced into

prostitution, who are under 18 years old, are

sent to the Training and Rehabilitation

Center by court's order after being rescued

by law enforcing agencies or government

approved NGOs. Through this program they

receive education, medical treatment,

alimony, training for their rehabilitation into

family and society.

As soon as

they are sent

to the Center

by the order of

due authority.

Free of cosManager Training and

Rehabilitation

Centre for

Socially

Disadvantaged

Girls

Training and

Rehabilitation

Program for

Socially

Disadvantaged

Girls

28 Women and children, who are facing trial in

court and are sent by court to Safe Home for

safe custody, are provided with alimony and

accommodation in these centers. While

staying at Safe Homes, their mental,

familial, social upliftment; mainstreaming

and rehabilitation are facilitated through

providing them with safety, care, alimony,

education, medical treatment, vocational

training, counseling and other facilities.

According to

Court's order.

Free of cosDeputy

Superintendent

Safe Home Safe Homefor WomenandAdolescentGirls underOrder ofSafe Custody



2 9

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


29 Within 10 working days after applying for

registration with appropriate documents to

the Upazila Social Service Office, the

application is forwarded to District Social

Service Office with recommendation. The

District Social Service Office, within 07

working days, takes necessary action

regarding the application and conveys to the

applicant about the outcome. The District

Social Service Office decides and completes

the registration within 10 working days after

getting No Objection Certificate from NSI.

1-1.5 months Free of co1. Deputy

Director;

2. Upazila/

Urban

Social

Service

Officer.

Upazila

Social

Services

Office

Registration

and Control

of Voluntary

Social

Welfare

Organizations

30 Non-government orphanages, desiring to get

this service, must have registration under the

Department of Social Services; have at least

10 resident orphans between 6-18 years of

age and 100% of their orphans admitted in

primary/secondary school. If all those

conditions are fulfilled then 50% of their

resident orphans can receive capitation

grants. Eligible Non-government orphanages

should submit application in the prescribed

form at the Upazila Social Services Office-

addressed to the Secretary, Ministry of SocialWelfare- before 31st of July of every year.

The Upazila Social Services Office forwards

the applications by 10th August to the

District Social Services Office, which then

forwards it to the Department of Social

Services before 15th September.

4 months Free of coUpazila/City

Social

Service

Officer

Upazila

Social

Services

Office

Distribution

of Capitation

Grant to

Non-

Government

Orphanages



3 0

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs

Service Delivery Process Service

Delivery

Time

Necessary

fee/tax


The Ministry holds a meeting; scrutinizes theapplications and approves fund against

private orphanages and passes let tersconcerning such fund allocation to theDepartment for necessary action. TheDepartment forwards the letters to theconcerned orphanages. The orphanages thensubmit bills to the concerned Social ServiceOfficer, who approves them and draws theexpenditure from Government's treasurythrough Accounts Office. She then deposits itin her official bank account and distributesthe grants to Presidents/Secretaries of the

orphanages as crossed cheques.

31 Applications are submitted to Social Welfare

Council, following its yearly notification in

the month of August in national dailies.

After scrutiny by Upazila and District Social

Welfare Council, the applications are

forwarded, by December, to National Social

Welfare Council which then takes the final

decision.

1-3 months Free of costUpazila

Social

Service

Officer

Upazila

Social

Services

Office

Distribution

of Grants to

Organizations

Registered

under Social

Welfare

Council

32 Applications for prosthetic limbs in the

prescribed form along with 50% of its price

can be submitted to the Production Manager ofArtificial Limb Production and Sales Center.

Subsequently, the applicant is informed about

the delivery date. On that day, the applicant

takes delivery of the prosthetic limb after

paying the remaining 50% of the price.

15-30 days. Prosthetic Leg:

1.Above knee-

8006/=2.Below Knee-

8885/=

3.Through Kne

8513/=

4.Crutch-195/=

5.Hearing Aid-

2107/=

Production

Manager

Artificial

Limbs

ProductionCentre

Production

and Sales of

ArtificialLimbs



3 1

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


33 Working mothers, who want their 5-9 years

old children to be taken care of during

daytime while they are away for work, can

apply to the Deputy Superintendent for this

service. The Center's Management

Committee approves applications;

whereupon the applicants can leave their

children at the Daycare Center daily from

7AM to 9PM. While the children are in the

Daycare Center, they are provided with free-

food, pre-primary education, sports and

entertainment.

1 day,

depending on

the

availability of

seat

Free of cosDaycare

Center

Childcare at

Daycare

Centers

34 The Municipal Social Workers and the

members of Registered Voluntary

Organizations conduct a survey among

families in neighborhood selected by Urban

Social Services Implementation Committee.

They categorize the families in 'A' and 'B'

groups; form Work Groups involving

members of those families; provide them

training, if required; inform them about 20

social activities; deposit their savings in the

Group's bank account; scrutinize loan

applications of the Group members; prepareloan applicants' draft list; submit the loan

applications, loan applicants' list and

proposed schemes to the Social Services

Officer along with its recommendation. The

Social Services Officer organizes Project

Implementation Committee's meeting; gets

30 days after

PIC's

approval.

Free of cos1. Social

Service

Officer

2. Municipal

Social

worker

3. Training

Instructor

Urban Social

Services

Office

Urban

Community

Development

(UCD)

program



3 2

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


approval for the loan applications; sets the

time, date and place for distribution of the

loans; informs recipients about it and finally,

distributes loans to the applicants in cash or

as bank cheques.

35 Applicants need to apply to the Social

Services Officer to receive training on a

particular trade. The prospective trainees are

selected after scrutiny for the following

training courses: Computer, Electric

Repairing, Tailoring, Confectionary, Fast

food Processing, Block-Boutique,

Beautification, Mobile Phone Repairing, AC

Repairing, Wax Showpiece Manufacturing

etc.

Within 7 days

after approval

of the

committee

Free of cos1. Social

Service

Officer

2. Municipal

Social

worker

3. Training

Instructor

Urban Social

Service

Office

Skill

development

training

36 Guardians of hearing and speech impaired

children apply to the Superintendent of

Government Schools for the Deaf and

Dumb. The Superintendent then prepares a

list of the applications and organizes a

meeting of Admission Committee. The

Committee then selects children foradmission. The selected students are

provided with alimony, education and

vocational training for their development as

skilled human resources.

5-7 days,

depending on

availability of

seat.

Free of cosSuperintendentGovernment

School for the

Deaf and

Dumb

Education

program for

hearing and

speech

impaired

students



3 3

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


37 Guardians of visually impaired children

apply in the prescribed form to the Head

Master of Government School for the blinds.

The Head Master organizes Admission

Committee's meeting, which selects students

for admission. The admitted students receive

alimony, vocational training alongside

regular education for their development as

skilled human resources.

Depending on

availability of

seats, within

5-7 days at the

beginning of

an academic

year

Free of cosHead Master Government

School for the

Blinds

Education

program for

visually

impaired

children

38 Guardians of mentally challenged children

apply for this service to the Institution's

Principal, who then prepares a list of the

applications; organizes a meeting of

Admission Committee. The Committee then

selects prospective students from the

applicants. The admitted ones receive

alimony, education, physiotherapy, speech

therapy and psychotherapy for their

upbringing as good citizens.

Within 1

month,

depending on

availability

seats.

Free of cosPrincipalInstitute for

Mentally

Challenged

Children

Mentally

challenged

children's

rehabilitation

program

39 Physically challenged persons who are 14-24

years old can apply for this service in the

prescribed form to Junior Engineer of the

Sub-center, who then prepares a list of theapplications, helps in selecting prospective

trainees through Admission Committee's

meeting, informs the selected ones about

their selection and sees through their

admission. The trainees receive 3-12 months

of trade-based training with accommodation,

Applications

are invited for

admission two

times in a

year- 15th

January and

15th July

Free of cosJunior

Engineer

Rural Sub-

Center for

Cducation and

Rehabilitation

Program for

Physically

Handicapped

Persons

Rural sub-

center for

education and

rehabilitation

program for

physically

handicapped

persons



3 4

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


alimony, medical treatment; an allowance of

BDT 4000/- and a job after completion of

the training, provided that there are

vacancies.

40 Visually impaired persons who are 14-24

years old can apply for this service in the

prescribed form to the Manager of the

Center, who then prepares a list of the

applications, helps in selecting prospective

trainees through Admission Committee's

meeting, informs the selected ones abouttheir selection and sees through their

admission. The trainees receive 3-12 months

of trade-based training along with

accommodation, alimony, medical

treatment; an allowance of BDT 4000/- and

a job after completion of the training,

provided that there are vacancies.

Applications

are invited for

admission two

times in a

year- 15th

January and

15th

July

Free of cosManager Training and

Rehabilitation

Centre for

Visually

Impaired

Persons,

Tongi, Gazipur

Training and

rehabilitation

program for

visually

impaired

persons

41 This service is provided to visually impaired

students of various institutions run by the

DSS. These institutes submit demand for

Braille books to the Manager of the Center by August/September of every year. Then

the Center supplies Braille books according

to their demands.

1st January of

every year

Free of cosProduction

Manager

Braille Books

Production

Centre

Printing and

distribution

program of

braille books for

visually impaired

students studying

in institutions

run by the

Department of

Social Services



3 5

Sl

No.

A B C D E F G

Name of

the Office


Officers/Staffs


Time

Necessary

fee/tax


42 Anybody can buy plastic materials and safe

drinking water directly from Moitree

Industrial Centre by paying in cash.

Instantly According

to price lis

Executive

Director/

Manager

Moitree

Industrial

Centre

Plastic

materials and

safe drinking

water

production

from Moitree

Industry



36



37



Chapter 3

Descriptive Service Profile & Process Map of

Citizen-Centric Services: Service profile:Necessary information for getting a service;

Process map: Diagram of a service delivery process.



38



Service providing office Responsible officials Service delivery place Service delivery time

3.1.1 Service Profile

3.1 Service Name: Rural Social Services (RSS) Program


Brief description of service

delivery process

Upazila Social Service Officer,

Field Supervisor,

Union Social Worker,

Training Instructor.

Upazila Social

Services Office

Within 30 days

after UPIC's approval

(Generally 3-5 months)

Others:

Problems in

receiving/

rendering theservice

a) Citizen level

b) Government

level

The Union Social Workers/Training Instructors conduct surveys among families ofvillages selected by Upazila Project Implementation Committee; categorize them ingroups 'A' and 'B' and form Working Groups involving persons of those families.Every member of the Working Groups is given orientation on about 20 kinds of socialactivities. The Village Committee or Working Group proposes for loans on behalf ofthe applicants. The Union Social Worker/Training Instructor after scrutinizing the loanapplications forwards them to the Field Supervisor along with a draft list of the

applicants; she also deposits the savings of the Working Groups in their bank accounts.The Field Supervisor after scrutinizing the applications and the draft lists of the loanapplicants forwards them with her recommendation to the Upazila Social ServiceOfficer, who then organizes a meeting of Upazila Project Implementation Committeeand gets approval for the loans. After setting the date, time and place for loandistribution and informing the applicants about it, the loans are distributed in cash or as bank cheques.

Application in prescribed form, passport sized photograph, Citizenship Certificate,

Birth Certificate and NID

Resident of a selected village, who is:

A member of a Working Group formed through socio-economic survey and

enlisted in the Department of Social Services;

An indigent person, whose family is categorized as 'A' or 'B' and having annual

average income below BDT 60000/-, is entitled to receive interest-free loan and

other services.

A person whose family falls into 'C' category having annual average income aboveBDT 60000/-is entitled to receive other services barring loan.

Conditions for receiving the service

Necessary documents

Necessary fee/tax/charge

Related laws/rules/policies

Whom to complain?

(if expected service is not delivered)UNO; DD, District Social Services Office

Not receiving loan according to requirement;

Inadequate training;

Insufficient facility for marketing;

Not timely receipt of loan.

Free of cost

Implementation Policy of Rural Social Service Program (3rd Phase)

Inadequate fund

Inadequate personnel

Lack of skill development training for the personnel

3. Descriptive Service Profile & Process Map of Citizen-Centric Services

N.B. The service delivery time mentioned in this profile book can vary in special cases.



39



Total Steps: 12

Total Personnel : 4 + Committee

Time : 3-5 months

3.1.2 Process Map

3.2 Service Name: Rural Social Services (RSS) Program

P: DG/ Director (Finance)

P: USSO

1

2

3

4

5

6

7

2

8

9

10

11

12

P: UPIC

T: 15 day

P: USW

T: 1-3 months

P: USW

T: 15 day-01 month

P: FS

T: 07 day

P: USSO

T: 07 days

P: UPIC

T: 1 day

P: USSO

T: 3-5 days

P: USSO

T: 1-2 days

P: USSO

T:1 day

P: USW

T: 1-3 month

P: USW

T: 1-3 month

Start

Allocation of Government Fund

Deposit of fund to bank account

Reporting to Higher

Authority

Distribution of loan

cheques to recepients

Re-examination or Correction

No

Yes

End

Survey of the selected villages

After collecting 80%

loan of loan, preparation

for re-investment starts

Application scrutiny, applicants’

draft list preparation,submission to the USSO

Informing the selected applicants about date,

time, place of loan distribution

Approval of final list?

UIPC meeting

Village Selection

Formation of Working Group, training of its members,

deposit of the Group’s savings in their bank account,

submission of loan applications to the USSO

Monitoring loan

recipients’ activity, loan

recovery and savings in

bank account



40



Service providing office Responsible officials Service Delivery Place Time for service delivery


3.2 Service Name: Rural Mothercare Centre (RMC) Program



delivery process

Upazila Social Service Officer Field Supervisor

Union Social Worker

Training Instructor

12,956 MothercareCentres of 318 Upazilas

Within 30 daysafter UPIC's

approval

(Generally 3-5 months)

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

The Union Social Workers/Training Instructors establish Rural Mothercare Centers;

provide training to its members and inform them of about 20 kinds of social activities.

The USW/TI scrutinizes loan applications of the members of the Mothercare Center,

prepares a draft list of the applicants, deposits the savings of the members in their bank

accounts and forwards the applications along with the list to the Field Supervisor, who

again scrutinizes the applications; submits them with her recommendation to the

Upazila Social Service Officer along with a draft list of the applicants. The Upazila

Social Service Officer then organizes a meeting of Upazila Project Implementation

Committee and receives approval for the loans. After setting the date, time and place

for loan distribution and informing the applicants about it, the loans are distributed in

cash or as bank cheques.


Birth Certificate, NID

Resident of a selected village, who is:

A member of a Mother Care Center formed through survey and enlisted in the

Directorate of Social Services,

An indigent woman, whose family is categorized as 'A' or 'B' and having annual

average income below BDT 60000/- , is entitled to receive interest-free loan and

other services.

A woman whose family falls into 'C' category having annual average income above

BDT 60000/- is entitled to receive other services except loan.

Woman aged between 15-49 years, identified through Family Survey, can become

members of a Mother Care Center;

The women should be prepared to work for population control, women education

and women empowerment as volunteers;

40 rural destitute mothers can form a Mother Care Center;

A sum of BDT 3000-5000/- is given as interest-free loan to the applicants after

reviewing their schemes.

Conditions for receiving service

Necessary documents



Whom to complain?


Not receiving loan according to requirement;


Insufficient facility for marketing

Untimely receipt of loan.

Free of cost

Inadequate fund

Inadequate personnel

Lack of skill development training for its personnel



41



3.2.2 Process Map

Service Name: Rural Mothercare Centre (RMC) Program

P: DG/ Director (finance)

1

2

3

4

5

6

7

2

8

9

10

11

12

P: USW/TI/Applicant

T: 15 day-01month

P: FS

T: 07 day

P: USSO

T: 07 days

No

Yes

P: UPIC

T: 1 day

P: USSO

T: 3-5 daysP: USSO

T: 1-2 days

P: USSO

T:1 day

P: :USW

t: 1-3 month

P:Union Social Worker

T: 1-3 month

Start

Allocation of government fund

Deposit of the fund in bank account

Reporting to Higher

Authoriry

Distribution of loan cheques

to the recepients

Re-examination or CorrectionEnd

Survey of the selected villages

Informing the selected applicants about the date,

time and place of loan distribution

Final list approval?

UIPC meeting

Village selection

Formation of Mothercare Center, training of its members,

deposit of the Group’s savings in their bank account,

submission of loan applications to the USSO

Application scrutiny, applicants’

draft list preparation, applicationsubmission to the USSO

Monitoring loan recipients'

activity, loan recovery &

savings in bank account


loan, preparation for re-

investment starts

P: USSO

P: UPIC

T: 15 day

P: USW

T: 1-3 months

Total Steps: 12


Time : 3-5 months



42





3.3 Service Name: Disability Identification Survey, ID and Certificate Distribution to PWDs



delivery process

Upazila Social service Officer Upazila Social ServicesOffice

1-5 days

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Disabled persons are identified by the Upazila/Urban Social Services Office's survey.

The type and level of their disability are determined by groups of doctors/consultants.

The disabled persons can thereafter apply for Identity Cards and Certificates regarding

their disability in prescribed application form. The Union Social Worker scrutinizes the

applications and places them in a file with necessary documents for the Upazila/Urban

Social Service Officer's approval. The Upazila/Urban Social Services Officer, after

giving her assent, sends it to the Deputy Director, District Social Services Office for

final approval. After the Deputy Director's approval, the Identity Cards and Certificates

are delivered to the disabled persons directly or through the office of the

Upazila/Urban Social Welfare Officer. The disabled persons receive priority in

government jobs and various services by virtue of these Identity Cards and Certificates.

Application in prescribed form.

Certificate on disability by Civil Surgeon

Application in prescribed form

2 copies of passport sized photograph (attested by UP Chairman)

Birth Registration Certificate and Citizenship Certificate from UP Chairman

Disabled Persons' Right and Protection Act, 2013

Implementation Policy for Rehabilitation of Acid-burn and Disabled Persons


Necessary documents



Whom to complain?

(if expected service is not delivered)Deputy Director, District Social Services Office

Lack of knowledge about availability of the service

Free of cost

Lack of coordination among government & non-government offices



43



Total Steps: 8

Total Personnel : 3 + CommitteeTime : 1-5 days

3.3.2 Process Map

Service Name: Disability Identification Survey, ID and Certificate Distribution to PWDs.

P:Union Social Worker

T: 03 days

P:Social services Officer

T: 01 days

P:Social services Officer

T: 5 days P:Deputy Director

T: 03 days

End

Start

Yes

No

1

2

3

4

5

6

8

7

Report is sent to

higher authority


Upazila/Urban Social Services Office

conducts a survey to identify persons with

disability

Disabled person applies in prescribed form

to Upazila/Urban Social Services Officer

USW securitizes the application

USW forwards the application with

necessary documents to Upazila/Urban

Social Services Officer for approval


distributes the certificate & ID card to

the beneficiary

Upazila/Urban Social

Services Officer forwards the

applicant's certificate, ID card and

necessary documents to the DD,District Social Services

Officer for her approval

& signature


Services Office

preserves the

documents



44





3.4 Service Name: Rehabilitation Program for Acid-Burn Victims & PWDs



delivery process

USSO Field Supervisor

Municipal/Union Social Worker

Training Instructor

Social Services Officesof 80 cities and

485 Upazilas

1-3 months

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

A survey is conducted with the help of the Union/ Municipal Social Workers, Training

Instructors to identify acid-burn and disabled persons. The identified persons are then

provided with information about loan programs of Upazila Social Services Office.

They may apply for loans of BDT 5000-20000/-. The Field Supervisor scrutinizes the

applications; forwards them with her recommendation to the Upazila/Municipal Social

Services Officer along with a draft list of the applicants. The Upazila/Municipal Social

Service Officer then arranges Upazila/Municipal Social Services Implementation

Committee's meeting and receives approval for the loans. After setting the date, timeand place for loan distribution and informing the applicants about it, the loans are

distributed in cash or as bank cheques.


Birth Certificate, NID.

Acid-burn or disabled person having annual average income below BDT 60000/-

Implementation Policy for Rehabilitation of Acid-burn and Disabled Persons.


Necessary documents



Whom to complain?(if expected service is not delivered)

UNO; DD, District Social Services Office.

Not receiving adequate loan;


Insufficient facility for marketing;

Reluctance to refund loan due to its interest-free nature.

Free of cost

Dearth of fund;

Inadequate personnel;

Implementation of multifaceted programs by few personnel;

Lack of influx of new ideas;

Inadequate transport facility;

Competition with other loan providing government/non-government organizations.



45



3.4.2 Process Map

Service Name: Rehabilitation Program for Acid-Burn Victims & PWDs

7

8

9

10

11

P: USSO

T: 07 days

P: USSO

T: 5 days

P: SSO

T: 5 days

P: USWT: 1-3 month

P: Upazila/city Loan Disbursement

Committee

T: 2-3 days

Start


Deposit of the fund to bank account

Reporting to higher

authority

Distribution of loan cheques/

cash to the beneficiaries

Re-examination or

Correction

No

Yes

End

Survey of the Acid-burn and

Disabled persons & their registration

Informing the beneficiaries about the

time, date and place of loan distribution

Approval?

Upazila/Urban Loan Disbursement

Committee’s meeting

Monitoring of the

beneficiaries’ activity;

collection of loaned money,

depositing the money in

bank account.


loan, preparation for

re-investment starts


T: 10-15 days

P: UPIC

T: Maximum1 month

P: USW

T: 1 month

P: USW/TI/Applicant

T: 15 day-01month

P: USSO

T: 07 day

P: SSO

T: 07 days

1

2

3

4

5

6

Deposit of savings of the Acid-burn

and Disabled persons to their bank

accounts

Scrutiny of applications and preparation

of a draft list of the applicants at


Total Steps: 11


Time : 1-3 months



46



Service providing office Responsible officials Service Delivery PlaceTime for service

delivery


3.5 Service Name: Microcredit Program for Residents of Ashrayan/Abashan Project



delivery process

USSO

Field Supervisor

Municipal/Union Social Worker

Training Instructor

181 Upazila Social

Services Office

of 57 districts

1-3 months

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Families, who have received houses under Ashrayan/Abashan project are trained and

informed about 30 social activities by the Union Social Workers to guide and

encourage them towards self-reliance. The Union Social Worker scrutinizes loan

applications from the families; recommends on the applications; deposits groups'

savings in their bank accounts and forwards the applications with her recommendation

to the Field Supervisor. The Field Supervisor then further scrutinizes the applications;

prepares a draft list of the applicants and forwards the applications along with the

applicants' list and her recommendation to the Upazila Social Welfare Officer. TheUpazila Social Welfare Officer then organizes a meeting of Project Implementation

Committee (PIC); receives approval for the loans; sets the date, time and place of

distribution of the loans; informs the beneficiaries about it and distributes the loans.

Under this project, each beneficiary receives loan amounting to BDT 5000-15000

thous and taka with 8% service charge.


Birth Registration Certificate, NID

A resident of an Ashrayan shelter

A member of an Ashrayan's Society

Policy for Rehabilitation of Residents of Ashrayan Project, 2004;

Loan Policy for Residents of Asrayan Project, 2004;

Training Policy for Residents of Ashrayan Project, 2004.


Necessary documents



Whom to complain?


Difficulty to get loan refund from floating people;

Reluctance to refund loan due to its interest-free nature.

Free of cost

Dearth of fund;

Insufficient training for the residents of Ahsrayan;

Competition with other loan providing government/non-government organizations.



47



3.5.2 Process Map

3.5.2 Service Name: Microcredit Program for Residents of Ashrayan/Abashan Project

P: USSO

T: 05 days

P: USW

T: 15day-01month

P: USSO

T: 1-2 days

P: USW

T : 1 day

6

No

Yes

8

9

10

11

Start


Deposit of the fund to

bank account

Setting the time, date and place of

loan distribution in cash/cheques

Reporting to higher

authority

Distribution of cheques/

cash to the beneficiaries

Re-examination or

Correction

End

UPIC’s meeting is announced

Approval?

P: USSO

T : 1 day

P: USSOT: 7 days

P: USSO

T: 3-5 days

P: PIC

T: 1 day

P: FS

T: 07 days

P: USSW

T: 20 days


1

2

3

4

5

7

Formation of Working Groups,

training of its members, informingthem about 30 kinds of social

activities, scrutiny of loan

applications, submission of loan

applicants’ draft list, deposit of the

group’s savings to their bank

account.

Scrutiny of the loan applications,

preparation of loan applicants’ draft

list and forwarding them to USSO

Monitoring of

beneficiaries’ activity,

refund collection, deposit

of the refund to bankaccount

After collecting 80% of

the loan, preparation starts

for re-investment

Total Steps: 11

Total Personnel : 4 + CommitteeTime : 1-3 months



48





3.6 Service Name: Medical Social Service Program

Hospital Social Services Office


delivery process

Social Service Officer Upazila/District levelGovernment/private

Hospital and Medical

College

1-4 hours

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Indoor patients who are admitted in charge-free beds of Government/Private

Hospitals/Medical Colleges/Upazila Health Complexes and outdoor patients of the

same facilities or their guardians can apply in prescribed form with recommendation

from the concerned ward's Assistant Registrar/Consultant/Resident Medical Officer to

the Social Service Officer for this service. The Social Service Officer scrutinizes the

applications; approves them; and then provides them with financial assistance/

medicines/food-clothes/rehabilitation/diagnosis/related services.

Application in prescribed form along with ward's Assistant Registrar/Consultant/

Resident Medical Officer's recommendation on demand list.

Indoor patients admitted in charge-free beds/outdoor patients of

Government/Private Hospital/Medical College/Upazila Health Complex;

Recommendation by ward's Assistant Registrar/Consultant/Resident Medical

Officer.

Implementation Policy of Hospital Social Services Program, 2011;

MoU between Ministry of Health and Ministry of Social Welfare, 2011;

Patient Welfare Society's Constitution according to Voluntary Organization

Registration and Control Ordinance, 1961

Director, Medical College; Civil Surgeon/Superintendent/Assistant Director of

General Hospital; Upazila Health and Family Planning Officer of Upazila Health

Complex;

DD, District Social Services Office;

DC;

Director (Program).

Conditions for receiving

service

Necessary documents



Whom to complain?

(if expected service is not delivered)

Inadequate financial assistance;

Fixed service delivery time, 8 AM to 2:30 PM, in Hospital Social Services Office.

Free of cost

Inadequate government fund;

Inadequate personnel;

Hospital authority's lack of cooperation;

Lack of an assigned office.



49



3.6.2 Process Map

Service Name: Medical Social Service Program

Total Steps: 6

Total Personnel : 3

Time : 1-4 hours

1

2

3

4

56.1 66.2

P: Patient/Applicant

P: Office Asst. cum

Computer Operator

T: 10 min

P: Social Service Officer

T: 30 min-1 hour

P: USSO

T: 1-2 days

Start

Application form collection

Approval?

Reporting to

higher authority

Distribution of medicine/

diet/financial assistance

Preservation of

documents at USSOPatient/Applicant

receives the benifits

End

End

Yes

No

P: Patient/Applicant

P: Patient/Patient’s

Representative

T: 30 min-1 hour

P: Social Worker/

Office Assistant

T: 30 min-1 hour

P: Social Worker

Office Assistant

T: 30 min-1 hour

Taking concerned doctor’s

signature on application

and submission to the

USSO

Social Worker’s scrutiny

and placement of the

application before USSO

Re-examination or

Correction



50




delivery


3.7 Service Name: Old-Age Allowance Program



delivery process

Upazila/Urban Social Service Officer Field Supervisor

Union Social worker

Training Instructor

Upazila/Urban SocialServices Office

3 Months

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Persons, whose annual average income is maximum BDT 10000/-, age is minimum 65

in case of men and 62 in case of women, can apply in the prescribed form to the

Upazila/Urban Social Service Officer for this service. Union Committee scrutinizes the

applications in accordance with related policy; prepares a primary list of applicants;

sends them to Upazila Committee for final approval. The Upazila/Municipal/

Metropolis Committee then further scrutinizes the applications; prepares the final list

of beneficiaries and receives approval of local MP. The Upazila/Urban Social Service

officer then informs the applicants about their selection and issues AllowanceDisbursal Books in their names. The beneficiaries open bank account in their names by

depositing BDT 10/-. Allowances are transferred to the beneficiaries' bank accounts

from jointly held bank accounts of UNO and Upazila Social Services Officer.

Application in prescribed form;

UP Chairman/Member's Certificate;

Passport sized photograph;

NID Card/Citizenship Certificate.

UNO/Deputy Director, District Social Services Office

DC

Director (Program)

DG

Minimum age of male & female beneficiary is 65 & 62 years respectively;

Beneficiary's average annual income is at most BDT.10000/-;

Physically challenged elderly persons are accorded the highest priority;

Divorced woman, husband-deserted woman, widower, barren and family bereft

elderly persons;

Elderly persons whose income is entirely spent on food, leaving nothing for medical

treatment, shelter etc.

Beneficiary of any other social safety net program cannot avail this service;

Government Pensioners are barred.

Old-Age Allowance Implementation Policy, 2013


Necessary documents



Whom to complain?


Allowance Disbursal Book sometimes gets damaged

Free of cost

Insufficient staff



51



3.7.2 Process Map

3.7.2 Service Name: Old-Age Allowance Program

P: USSOT: 5 days

P: USSO,

Bank Manager

T: 7 days

7

No

Yes

11

1213

Start

End

Receipt of applications by Union Committee


MP’s consent/approval and

finalization of beneficiaries

Beneficiaries open bank

accounts in their names.

Withdrawal of allowance

by the beneficiaries

Preservation of

documents at

Upaziila Social

Services Office

Report is sent to

higher authority

Selection of

beneficiaries and approval

of priority list?

Widespread publicity forselection of beneficiaries

Scrutiny of applications and preparation

of a draft applicants’ list

R e - e x a m i n a t i o n o r

C

o r r e c t i o n

1

2

3

4

5

6

8

9

10

P: USSO

T: 5-7 days

P: USSO

T: 15 days

P: UP Chair/USW

T: 15 days-01 month

P: SSW/FS

T: 7-15 days

P: USSO

T: 15 days

P: UPIC

T: 3-5 days

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USSO

T: 5 days

P: DG/Director (finance)

T: 15 days

Commencement of new beneficiary selection process after receiving annual governmentfund and/or beneficiary replacement processdue to beneficiary’s death or disappearance.

Fund transfer by the Department to UNO &

USSO’s joint bank account

Distribution of Allowance Disbursal

Books to the beneficiaries and transfer

of allowance to their bank accounts.

Total Steps : 13


Time : 3 months



52



Service providing office Responsible officials Service Delivery Place Time for service

delivery


3.8 Service Name: Allowance Program for Destitute PWDs



delivery process


Union Social worker

Training Instructor

Urban/Upazila SocialServices Office

Maximum3 months

Others:

Problems inreceiving/

rendering service

a) Citizen level

b) Government

level

Disabled persons are identified and their registration gets completed through a survey

conducted by the Department of Social Services. Disabled persons whose annual

average income is not above BDT 36000/-, and not below 6 years of age can apply to

the Upazila/Urban Social Service Officer for allowance. Union Committee scrutinizes

the applications in accordance with related implementation policy; prepares a primary

list of the applicants and submits them with its recommendation to Upazila Committee

for approval. The Upazila/Municipal/Metro committee then further scrutinizes the

applications; finalizes the beneficiaries; receives approval/agreement of local Memberof Parliament; issues Allowance Disbursal Book for each beneficiary and informs the

beneficiaries about it. After that the beneficiaries open their bank accounts by

depositing only BDT 10/-. Allowances are transferred to their bank accounts from

jointly operated bank accounts of DD, District Social Services Office/UNO and the

Social Services Officer.


UP Chairman/Member's certificate;

Passport sized photograph; NID, Citizenship Certificate;

Disability Certificate by a Civil Surgeon/Upazila Health And Family Planning

Officer


DC

Director (Program)

DG

Disabled persons whose minimum age is 6 years;

Whose family's annual average income is at most BDT 36000/-;

Beneficiary of any other social safety net program cannot avail this service;

Government pensioners are barred.

Implementation Policy of Destitute, Disabled Allowance Program, 2013.


service

Necessary documents



Whom to complain?


Allowance Disbursal Book often gets damaged

Free of cost

Insufficient staff



53



3.8.2 Process Map

3.8.2 Service Name: Allowance Program for Destitute PWDs.

P: USSO

T: 5 days

P: USSO,

Bank Manager

T: 7 days

7 No

Yes

11

1213

Start

End

Fund transfer by the Department to

UNO & USSO’s joint bank account

Receipt of applications by Union Committee


MP’s consent/approval and

finalization of beneficiaries

Beneficiaries open bank accounts

in their names.

Withdrawal of allowance by

the beneficiaries

Report is sent to

higher authority

Selection of

Beneficiaries and approval

of priority list?

Widespread publicity for selection

of beneficiaries

Scrutiny of the applications and preparation

of a draft applicants’ list


C o r r e c t i o n

P: USSO

T: 15 days

P: USSO

T: 15 days

P: UP Chair & USWT: 15 days-01 month

P: SSW/FS

T: 7-15 days

P: USSO

T: 3-5 days

P: UPIC

T: 3-5 days

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USSO

T: 5 days


T: 15 days

1

2

3

4

5

6

8

9

10

Commencement of new beneficiary selection

process after receiving annual government

fund and/or beneficiary replacement process

due to beneficiary’s death or disappearance.

Distribution of Allowance Disbursal Books

to the beneficiaries and transfer of

allowance to their bank accounts.

Preservation of

documents at Upaziila

Social Services Office

Total Steps : 13


Time : 3 months



54




delivery


3.9 Service Name: Stipend Program for Students with Disabilities



delivery process

Upazila/Urban Social Service Officer

Field Supervisor

Union Social worker

Training Instructor

Urban/Upazila Social

Services Office

Maximum

3 months

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Disabled students are identified and their registration gets completed through a survey

conducted by the Department of Social Services. Those studying in government

recognized educational institutions and having their family's annual average income at

most BDT 36,000/- can apply to the Upazila/Urban Social Service Officer in the

prescribed form for stipends. Beneficiaries are selected through scrutiny in accordance

with relevant policy. Then the selected ones' educational institutions and their

guardians are informed about the selection and their legal guardians open bank

accounts for receiving and withdrawing the stipends. The stipends are distributedceremoniously among the selected beneficiaries as bank cheques after informing them,

their guardians and heads of their educational institutions about the time, date and

place of the occasion.


Survey report of the Educational Institution;

6 copies of attested passport sized photograph;

Annual Educational Performance Report.

UNO/DD, District Social Services Office

Deputy Commissioner (DC)

Director (Program)

DG

Disabled person who is at least 6 years old is eligible;

Average annual income of the beneficiary is at most BDT. 36000/-;

Person receiving benefits of any social safety net program is ineligible;

Public Servant/Government Pensioner is ineligible.

Implementation Policy of Stipend for Disabled Students, 2013


service

Necessary documents



Whom to complain?


Wrong perception regarding disabled persons.

Free of cost

Insufficient staff;

Lack of awareness among people regarding persons with disability;

Lack of statistics about disabled students; Insufficient fund;

Timely delivery of the stipend.



55



3.9.2 Process Map

3.9.2 Service Name: Stipend Program for Students with Disabilities

P: USW/FS

T: 7-15 days

P: USSO

T: 15 days

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USW/FS

T: 5-7 days

Start

7

No

Yes

910

Fund is transferred to USSO

Applications are scrutinized and a draft

list of the applicants is prepared.


Distribution of cheques to

the beneficiaries.

Preservation of documents at

Upazila Social Services Office.

Reporting to higher

authority

Re-examination or

Correction

End

Approval of prioritized

applicants list?

1

2

3

4

5

6

8

P: USSO

T: 1 month

P: DG/ Director (Program)

P: USSO

T: 5 days

Disabled children are identified through a

survey & their information is sent to the


Commencement of beneficiary selection

process after receiving annual govt. fund

and/or beneficiary replacement process due to

beneficiary's death or disappearance.

Notice inviting applications is given to

various educational institutions.

Total Steps : 10


Time : 3 months



56



Service providing office Responsible officials Service Delivery Place Time for servicedelivery


3.10 Service Name: Allowance for Vulnerable Widows and Husband-Deserted Women



delivery process


Union Social worker

Training Instructor


Maximum3 months

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Governmentlevel

Vulnerable widows and husband-deserted women who are above 18 years of age and

whose average annual income is at most BDT 12000/-, can apply in the prescribed

form to the Upazila/Urban Social Service Officer for this service. Union Committee,

according to related implementation policy, scrutinizes the applications; prepares a

primary list of beneficiaries and forwards the applications to Upazila Committee

alongwith its recommendation. The Upazila/Municipal/Metropolitan Committee then

scrutinizes the applications; prepares the final list of beneficiaries and receives consent

from local Member of Parliament. The Upazila Social Service Officer then informs the beneficiaries about their selection and issues Allowance Disbursal Books for them. The

beneficiaries open bank accounts in their names by depositing BDT 10/-. Allowances

are transferred to the beneficiaries' bank accounts from jointly held bank accounts of

DD, District Social Services Office/UNO and concerned Social Service Officer.


Annual Income Certificate from UP Chairman /Member/Councilor;

7 copies of passport sized photograph;

Attested copy of NID; Citizenship Certificate, Birth Certificate.


Deputy Commissioner (DC)

Director (Program)

DG

Beneficiary must be a destitute widow/husband-deserted woman & above 18 years

of age

Average annual income of the beneficiary is maximum BDT. 12,000.00

Public servants & government pensioners are not eligible for this allowance.

Implementation Policy of Allowance Program for Vulnerable Widow and Husband-

Deserted Women.


Necessary documents



Whom to complain?


Lack of awareness regarding the service

Free of cost

Lack of statistics about widow and husband-deserted women; Insufficient staff.



57



3.10.2 Process Map

3.10 Service Name: Allowance for Vulnerable Widows and Husband-Deserted Women

P: UPIC

T: 1 day

P: USSO

T: 5 days

P: USSO

T: 5 daysP: USSO

T: 05 day

P:USSO/Bank Manager

T: 07 days

7

8

No

Yes

9

11

10

1213

Start

End

Fund is transferred to UNO & USSO’s

joint bank account

Union Committee assumes its function after

receiving instruction about the program.


After getting MP’s consent, Allowance

Disbursal Books are Issued

Allowances are transferred to

beneficiaries’ bank accounts

Documents are preserved at


Reporting to higher

authority


beneficiaries list?

Widespread publicity about beneficiary

selection process

R

e - e x a m i n a t i o n o r

C o r r e c t i o n

P: DG/Director

(Finance)

T: 5-7 days

P: USSO

T: 15 days

P: UP Chairman/USW

T: 15 day-01 month

P: USW/FS

T: 7-15 days

P: USSO

T: 15 days

P: USSO

T: 15 days

1

2

3

4

5

6


process after receiving annual government fund


beneficiary’s death or disappearance

Applications are received, scrutinized and

primary list of applicants is prepared. The list,

applications and Union Committee’s

recommendation are sent to Upazila Committee.

Beneficiaries are informed about their

selection, they open bank accounts in

their names and the Disbursal Books are

distributed to them.

P: USSO

T: 5 daysA letter requesting transfer of specified

amount of allowance to beneficiaries’

bank accounts is sent to Manager

concerned bank.

Total Steps : 13


Time : 3 months



58





3.11 Service Name: Livelihood Development Program for Dalit, Harijan and Bede Communities



delivery process

Upazila/Urban SocialService Officer


Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

After receiving the fund from government the Upazila/Urban Social Services Officer

publicizes a notification regarding this service. Interested persons then submit

applications in the prescribed form to the Social Service Officer. Union Committee

physically scrutinizes the applicants and sends the applications along with their

recommendation to Upazila Committee. The Upazila Committee scrutinizes the

applications and selects beneficiaries in conformity with the allotted fund. The

beneficiaries are informed about their selection. Then, they open bank accounts in their

names. Allowances or stipends are transferred to their bank accounts. Persons who areabove 18 years of age are provided with trade-based training. The trainees receive non-

refundable after-training financial assistance.

Passport sized photograph

Nationality Certificate

Birth Registration Certificate

National Identity Card

Chairman, Upazila Parishad

Deputy Commissioner

Chief Executive Officer/Regional Executive Officer (In case of City Corporation and

Municipality)

Director (Program)

Enlistment of the person through a survey

Livelihood Development Policy for Dalit, Harijan and Bede Community, 2013

Special Allowance: BDT 300/- per monthStipend: Primary Students: BDT 300/- per month;

Secondary Students: BDT 450/- per month;

Higher Secondary Students: BDT 600/- per month

Graduate/Post Graduate Students: BDT 1000/- per month

After-training non-refundable one time financial assistance: BDT 10000/-


Necessary documents



Whom to complain?


Inertness in service delivery

Inadequate allowance/stipend

Free of cost

Insufficient staff

Inadequate fund

Complicated verification process

After fund allocation: for new beneficiaries-03 months, for old

beneficiaries- 07 days

3 months or 7 days



59



3.11.2 Process Map

Service Name: Livelihood Development Program for Dalit, Harijan and Bede Communities

(Allowance and Training)

P: UPIC

T: 1 day

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USSO

T: 5 days

7

8

No

Yes

9

10

1112

Start

End

Fund is transferred to DD/UNO & USSO’s

joint bank account




Allowance Disbursal Books/Prospective

trainees' list are Issued



Reporting to higher

authority


beneficiaries list?


selection process

R

e - e x a m i n a t i o n o r

C o r r e c t i o n

P: DG/Director

(Finance)

T: 15 days

P: USSO

T: 15 days

P: UP Chairman/USW

T: 15 day - 1 month

P: USW/FS

T: 7-15 days

P: USSO

T: 15 days

P: USSO

T: 5-7 days

1

2

3

4

5

6










selection, they open their bank accounts

and Allowance Disbursal Books are


P: USSO, Bank Manager

T: 5 days

A letter, attached with the final list of beneficiaries,

requesting transfer of specified amount of

allowance to the beneficiaries’ bank accounts is

sent to the Bank Manager and distribution of the

allowace/completion of training is ensured.

Total Steps : 12


Time : 3 months or 7 days



60



3.11.3 Process Map

Service Name: Livelihood Development Program for Dalit, Harijan and Bede Communities

(Stipend)

P: USSO

T: 1 month

7

8

910

P: USSO

T: 5 days

P: USSO

T: 15 days

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USW/FS

T: 7-15 days

P: Head Master

T: 07-15 days


End

Start

Students are surveyed and report is sent

to the Department of Social Services

Fund is transferred to

Upazil Social Services Officer.

A notice is sent to various educational

institutions for inviting applications

for this program.


Bank cheques are distributed

among the beneficiaries


preserves the documents

Report is sent to higher

authority

Re-examination &

Correction

Yes

No Final prioritized

beneficiaries’

list is approved?

1

2

3

4

5

6




death/disappearance

A draft list of applicants is prepared after

scrutinizing the applications

Total Steps : 10


Time : 3 months



61




delivery


3.12 Service Name: Livelihood Development Program for Transgenders



delivery process


Service Officer

Urban/Upazila Social

Services Office

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

The Upazila/Urban Social Service officer, depending on fund availability, publicizes a

notification welcoming application for this service. Applications are addressed to the

Upazila Social Service officer. Union Committee conducts physical verification

concerning the applicants; sends its recommendation to Upazila Committee. The

Upazila Committee then further scrutinizes the applications; selects beneficiaries

keeping an eye on the allotted fund. Then the beneficiaries are informed about their

selection. They open their bank accounts to receive allowances/ stipends.

Transgenders, who are above 18 years old and capable of working, are given training

on various trades and after-training non-refundable financial assistance.

Passport sized photograph

Citizenship Certificate

Birth Registration Certificate

NID

Chairman, Upazila Parishad

Deputy Commissioner

Chief Executive Officer/Regional Executive Officer (In case of City Corporation

and Municipality)

Director (Program)

Enlistment of the person through a survey

Special Allowance: BDT 300/- per month.

Stipend: Primary level students: BDT 300/- per month;

Secondary level students: BDT 450/- per month;

Higher Secondary level students: 600/- per month;

Graduate or Post-Graduate students: BDT 1000/- per month.

After-training financial assistance: Minimum BDT 10000/- (non-refundable).Policy for Development of Livelihood of Transgenders, 2013


Necessary documents



Whom to complain?


Time consuming service delivery process

Inadequate allowance/stipend

Free of cost

Insufficient staff

Inadequate fund Complicated verification process

3-3.5 months



62



3.12.2 Process Map

Service Name: Livelihood Development Program for Transgenders

(Allowance and Training)

P: UPIC

T: 1 day

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USSO

T: 5 days

7

8

No

Yes

9

10

1112

Start

End

Fund is transferred to DD/UNO & USSO’s

joint bank account




Allowance Disbursal Books/Prospective

trainees' list are Issued



Reporting to higher

authority


beneficiaries list?


selection process


C o r r e c t i o n

P: DG/Director

(Finance)

T: 15 days

P: USSO

T: 15 days

P: UP Chairman/USW

T: 15 day - 1 month

P: USW/FS

T: 7-15 days

P: USSO

T: 15 days

P: USSO

T: 5-7 days

1

2

3

4

5

6










selection, they open their bank accounts

and Allowance Disbursal Books are


P: USSO, Bank Manager

T: 5 days

A letter, attached with the final list of beneficiaries,

requesting transfer of specified amount of

allowance to the beneficiaries’ bank accounts is

sent to the Bank Manager and distribution of the

allowace/completion of training is ensured.

Total Steps : 12


Time : 3-3.5 months



63



3.12.3 Process Map

Service Name: Livelihood Development Program for Transgenders

(Stipend)

P: USSO

T: 1 month

7

8

910

P: USSO

T: 5 days

P: USSO

T: 15 days

P: USSO

T: 5 days

P: USSO

T: 5 days

P: USW/FS

T: 7-15 days

P: Head Master

T: 07-15 days


End

Start

Students are surveyed and report is sent

to the Department of Social Services

Fund is transferred to

Upazil Social Services Officer.

A notice is sent to various educational

institutions for inviting applications

for this program.


Bank cheques are distributed

among the beneficiaries


preserves the documents

Report is sent to higher

authority

Re-examination or

Correction

Yes

No Final prioritized

beneficiaries’

list is approved?

1

2

3

4

5

6




death/disappearance

A draft list of applicants is prepared after

scrutinizing the applications

Total Steps : 10


Time : 3 months



64





3.13 Service Name: Financial Assistance Program for Cancer,

Kidney and Liver Cirrhosis Patients



delivery process


Service Officer

District/Upazila/Urban


Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

People requiring this service need to apply to DG, Department of Social Services.

District Committee scrutinizes the applications; sends them with recommendations and

its meeting's resolution to Project Director. Then a department level meeting

scrutinizes the applications and related recommendations. They prepare a draft list of

beneficiaries and present it before National Steering Committee, which then does the

final scrutiny, selects beneficiaries and sends bank cheques in the beneficiaries' name

to the DD, District Social Services Office for distribution.

Application

3 copies of passport sized photograph

National Identity Card/Nationality Certificate

Medical Certificate by a Civil Surgeon/Professor of concerned department of a

Medical College/Director of a related Institute or Hospital.

Director (Program)

Inadequate fund

Lengthy procedure

Medical certificate by a Civil Surgeon/Professor of the concerned department of aMedical College/Director of a relevant Institute or Hospital.

Implementation Policy of Vulnerable Group Support Services Program.


Necessary documents



Whom to complain?


Free of cost

3 month



65



3.13.2 Process Map

Service Name: Financial Assistance Program for Cancer, Kidney and Liver Cirrhosis Patients

P: Applicant

P: Secretary

T: 15-30 days

No

Yes

P: USSO

T: 7 days

P: DD

T: 7 days

P: Joint Secretary

T: 7 days

P: DDT: 5 days

P: DD

T: 5 days

P: DG

T: 15 days

Start

1

2

3

4

5

67 8

The final list of beneficiaries and

their bank cheques are sent to

DD, District Social Services Office.

District Social Services Officer

distributes bank cheques to

the beneficiaries.

Report is sent to

higher authority

National steering committeeafter final scrutiny approves

beneficiaries’ list.

End

R e - e x a m i n e o r c o r r e c t i o n

After scrutiny the application is sent with

recommendation to District Committee.

District Committee after scrutinizing the application

forwards it with its recommendation to the


The Department of Social Services, after

scrutinizing the application, places it before

National Steering Community for approval

Application in prescribed form to the DG,

Department of Social Services is submitted at the

concerned Upazila Social Services Office.

Total Steps : 7


Time : 3 months



66





3.14 Service Name: Livelihood Development Program for Tea-Garden Labourers

Selected UpazilaSocial Services Office


delivery process

Upazila Social Service officer Selected UpazilaSocial Service Office

Others:

Problems in

receiving/rendering service

a) Citizen level

b) Governmentlevel

Tea-garden laborers can apply to the Upazila Social Service Officer for this service.

Upazila Committee scrutinizes their applications and forwards them to District

Committee for ultimate approval. The District Committee then further scrutinizes the

applications; selects beneficiaries keeping conformity with fund. Keeping in mind the

number of selected beneficiaries, the Upazila Social Service Officer purchases goods

in accordance with Public Procurement Rules (PPR). She then distributes BDT. 5000/-

worth of food items to the selected beneficiaries.

National Identity Card/ Citizenship Certificate

Identity Card provided by tea-garden authority

Director (Program)

Inadequate allowance

Inadequate fund

Destitute tea-garden labourers

Minimum 18 years of age

Average annual income is less than BDT. 36000/=

Implementation Policy of Livelihood Development Program of Tea-garden Workers,

2013


Necessary documents



Whom to complain?


Free of cost

3 month



67



P: Applicant

P: FS

T: 7 days

P: USSO

T: 7 days

P: DD

T: 7 days

P: DD

T: 7 days

P: Upazila Committee

T: 15 days

No

Yes

P: USSO

T: 1 day

P: DD

T: 7 days

P: District Committee

T: 15 days

P: DD

T: 7 days

Start

Applications in prescribed form is

submitted to the USSO

The primary list is presented

before Upazila Committee.

The primary beneficiaries' list is

forwarded to District Committee.

Upazila-wise beneficiaries’

list is prepared

One-time benefit of BDT 5000/- is

distributed to each beneficiary

Beneficiaries are informed

about their selection

The list is presented before the

District Committee’s meeting

District Committee

does the final scrutiny and selects

beneficiaries?

End

3.14.2 Process Map

Service Name: Livelihood Development Program for Tea-Garden Labourers

1

2

3

4

5

6

7

8 9

10

Field Supervisor scrutinizes

the received applications and

prepares a primary

applicants’ list.


C o r r e c t i o n

R e - e x a m i n a t i o n

Upazila Committee

scrutinizes the applications and

forwards those with recommendation

to District Committee?

Total Steps: 10


Time : 3 months



68





3.15 Service Name: Honorarium Program for Freedom Fighters



delivery process

Upazila/UrbanSocial Services Officer

Upazila/UrbanSocial Services Office

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

The Upazila Social Service Officer, subject to government's allocation, publicizes a

notification signed by UNO inviting applications in prescribed form for Freedom

Fighters Honorarium Program. Recipients of the honorarium are selected through

scrutiny in accordance with relevant policy; and particulars of the primarily selected

persons are sent to District Committee for approval. After the approval, the final list of

beneficiaries is sent to District/ Upazila Accounts Office. The Accounts Office then

issues D-Half books in the names of the beneficiaries. Now the beneficiaries are given

information about the issue of D-Half books and they open their bank accounts. The

honorarium is sent to their bank accounts. A Freedom Fighter, who has a certificate

from the Ministry of Liberation War Affairs, or has her name as freedom fighter inofficial gazette, or has Freedom Fighter's Certificate signed by honorable Prime

Minister, or has Freedom Fighter's Certificate from Central Command Council, or has

her name in Mukti Barta's final list, known as Red Book; or has her name in the final

Freedom Fighters' database prepared by Ministry of Liberation War Affairs is entitled

to receive the honorarium. Freedom Fighters, Wounded Freedom Fighters and Families

of Martyred Freedom Fighters who are receiving allowances from Freedom Fighters'

Welfare Trust are not entitled to receive this service.

Freedom Fighter's Certificate/relevant documents


7 copies of passport sized photograph

Attested copy of NID

Citizenship Certificate, Birth Certificate

UNO/DD, District Social Services Office

DC

Director (Program)

DG

A Freedom Fighter, who has a certificate from the Ministry of Liberation War Affairs,

or has her name as freedom fighter in official gazette, or has Freedom Fighter's

Certificate signed by honorable Prime Minister, or has Freedom Fighter's Certificate

from Central Command Council, or has her name in Mukti Barta's final list, known as

Red Book; or has her name in the final Freedom Fighters' database prepared by

Ministry of Liberation War Affairs is entitled to receive the honorarium. FreedomFighters, Wounded Freedom Fighters and Families of Martyred Freedom Fighters who

are receiving allowances from Freedom Fighters' Welfare Trust are not entitled to

receive this service.

Implementation Policy of Honorarium Program for Valiant Freedom Fighters, 2013


Necessary documents



Whom to complain?


Insufficient documents to establish the identity of a freedom fighter

Free of cost

Maximum 3 months



69



3.15.2 Process Map

Service Name: Honorarium Program for Freedom Fighters

P: Upazila Committee

T: 1 day

P: District Committee

T: 1 day

P: USSO

T: 15 days

P: USSO, UNO

T: 7-15 days

P: DG/Director (Finance)

P: USSO

T: 1 day

P: Accounts Officer/

Beneficiaries

T: 5 days

P:USSO

T: 5 days

P: Bank Manager

T: 7 days

P: USSO

T: 1 day

P: USSO

T: 5 days

P: USW/FS

T: 7-15 days

P: USSO

T: 15 days

Start

End

6

No

No

Yes

Yes

Applications are scrutinized

Primary list of applicants is prepared.

Upazila Committee’s meeting

is announced

Applications are forwarded to District

Committee for final approval

Beneficiaries’ final list is sent to

District/Upazila Accounts office

Distribution of D-Half Books

to the beneficiaries

Reporting to

higher authority

Approval?

The applications

are primarily approved withrecommendation?

R e - e x a m i n a t i o n o r C o r r e c t i o n

Disbursment of government fund

for new beneficiaries

Applications are invited & received.

1

2

3

5

4

6

7

8

9

10

11

12

13

14

Commencement of new beneficiary

selection process after receiving

government fund.

Receiving selected beneficiaries' list along

with District Committee’s resolution.

Beneficiaries open bank accounts in their

names and their D-Half Books are issued.

Informing the beneficiaries about

the issue of D-Half books and

transfer of honorarium to their

bank accounts.

Preservation of

documents at Upazila


Total Steps: 14

Total Personnel : 5-6 + Committee

Time : 3 months

Beneficiary replacement

process starts due to

current beneficiary's death

Application is submitted

with necessary certificate

& documents

Heirs are selected

according to relevant

policy

Govt. fund is

received for current

beneficiaries

Honouriam is transferred

to the beneficiaries' bank

accounts

D-Half book is issued and bank

account is opened in repleaced

beneficiary's name



70





3.16 Service Name: Alimony, Education and Training for Orphans of Government

Run Orphanages known as Children's Family

Sarkari Shishu Paribar


delivery process

Superintendent

Deputy Superintendent

Assistant Superintendent

Senior Brother/Khalamma

Upazila/Urban


Others:

Problems inreceiving/

rendering service

a) Citizen level

b) Government

level

Guardians of 6-9 years old orphans can apply for this service. The Superintendent or

Deputy Superintendent prepares a draft list of the applications and convenes a meeting

of Admission Committee. The Committee selects the prospective residents. Their

guardians are informed about the selection. Admitted orphans receive alimony,

education and training for their rehabilitation till they attain 18 years of age.

Application in prescribed form,

Recommendation from UP Chairman/Councilor

3 copies of passport sized photograph (attested by UP Chairman/Councilor)

Citizenship Certificate, Birth Certificate.


6-9 years old, poor & orphan children

Government Children's Residence/Children's Family Management Policy, 2002

The Children Act, 2013


Necessary documents




Complicated application process;Children of husband-deserted women are ineligible.

Free of cost

Insufficient staff

Lack of sufficient fund

Lack of modern technical training

1 months 7 day



71



3.16.2 Process Map

Service Name: Alimony, Education and Training for Orphans of Government

Run Orphanages known as Children's Family

P: Applicant (Guardian)

T: 1 days

P: Assistant Superintendent

T: 10 days

P: Deputy Superientendent

T: 15 days

P: Deputy Superintendent

T: 5 days

P: Senior brother, Khalamma


T: 5 days


T: 7 days

Start

1

2

3

4

5 6

7

Finish No

Yes

Applications are submitted in prescribed

form at the Superintendent/

Deputy-Superintendent’s Office

Admission Committee

scrutinizes the applications and approves

admission depending on vacant seats

at the Children’s Family

Applications are scrutinized and a primary

list of applicants is prepared

Admission Committee’s meeting is called

Selected applicants are admitted Alimony, education and trainingare provided to the admitted residents

Report is sent to higher authority


Total Steps : 7Total Personnel : 4 + Committee

Time : 1 months 7 day



72





3.17 Service Name: Alimony and Rehabilitation Program for

Babies at Baby Homes

Baby Home


delivery process

Superintendent Baby Home

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

0-7 years old babies, who are guardianless, unclaimed, abandoned, wretched babies,

rescued from human traffickers are brought into Baby Homes after recording a GD at a

Police Station. At Baby Homes they receive supervision, alimony, medical treatment

and entertainment. Later on, they are sent to government run orphanages called

Children's Family, where they receive education, training for their rehabilitation.

GD copy

DD, District Social Service Office


Guardianless, unclaimed, abondoned, parentless, marginalised, vulnerable and rescued

children.

Baby Home Management Policy, 2003;



Necessary documents



Whom to complain?


Complicated application process;

Children of husband-deserted women are ineligible.

Free of cost

Insufficient staff

Lack of sufficient funds Lack of modern technical training

1 day



73



3.17.2 Process Map

Service Name: Alimony and Rehabilitation Program for Babies at Baby Homes

P: Applicant

P: Assistant Super

T: 1 day

P: DD/deputy super

T: same day

P: Assistant Super

T: Same dayP: Deputy Super

Start

1

2

3

Yes

No

45

Authority takes decision regarding

the admission of the baby.

The baby is admitted

at the Baby Home

Report is sent to the

higher authority

The application is scrutinized

by concerned officer.

End

Application to provide for an

abandoned baby it submitted at the

Superintendent/Deputy-

Superintendent's office after

recording a GD at a Police Station.

R e - e x a m i

n e o r c o r r e c t i o n

Total Steps: 5

Total Personnel : 3

Time : 1 day



74





3.18 Name of the Service: Training and Rehabilitation of Destitute

and Orphan Children

Training and Rehabilitation Center

for Destitute Children


delivery process

Superintendent/Deputy

Superintendent

Training and Rehabilitation

Center for Destitute Children

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Guardians of children, who are 6-9 years old, vulnerable and precarious, can apply for

this service. The Superintendent/Deputy Superintendent prepares a draft list of the

applications; convenes a meeting of Admission Committee, which then selects the

prospective residents. Concerned guardians then are given informed about the

selection. Admitted children receive alimony, education and training for rehabilitation

till they attain 18 years of age.

Application in prescribed form Child's birth registration certificate

Recommendation of local public representative

DD, District Social Services Ofiice

Director (Program)

6-9 years old, vulnerable, precarious children

The Children act, 2013


Necessary documents



Whom to complain?


Free of cost

1 month (subject to

vacancy)



75



3.18.2 Process Map

Service Name: Training and Rehabilitation of Destitute and Orphan Children

P: Applicant

P: Assistant Super

T: 10 days

P: DD/Assistant Super

T: 15 days

P: Assistant Super T: 5 days

Yes

No

P: Assistant Director

T: 5 days

End

Start

1

2

3

4 5

The applications are scrutinized and

a primary list of applicants is prepared

Residents are admitted

in the Center Report is sent to

higher authority

Resident Admission

Committee, after scrutinizing

the applications, approves admission

of new residents, subject to

vacant seats at

the Center

Concerned guardians submit applications in

prescribed form to the Training and

Rehabilitation Center’s Superintendent/

Deputy Superintendent

Total Steps: 5

Total Personnel : 3

Time : 1 month

R e - e x

a m i n e o r c o r r e c t i o n



76




delivery


3.19 Service Name: Protection Program for Vulnerable Children

Selected District/Upazila Social Services Office


delivery process

Social Service Officer or Deputy Director

Superintendant

Selected District/Upazila Social Services Office

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Children themselves or the Social Worker or guardians or anybody else can provide

information about such vulnerable children and can apply for this service. The Union

Social Workers recommend about services required by such children and about their

case management. Upazila and District Welfare Board approve, subject to availability

of fund, one or more of the following services for them: Conditional Financial

Assistance, Security for Street Children, Integration with family and society, 24-hours

Child Helpline-1098, Institutional Capacity Development.

The Union Social Worker's recommendation about required services

Project Director

Child's vulnerability

Child Sensitive Social Protection in Bangladesh (CSPB) Project Proposal formulated

under the Rules of Business of the Ministry of Social Welfare.


Necessary documents



Whom to complain?


Free of cost

As soon as arrivalat the Center

1 month



77



3.19.2 Process Map

Service Name: Protection Program for Vulnerable Children

Start

Application is scrutinized

Admission of new residents

take place Report is sent to higher authority

Upazila and District

Social Welfare Board make

decision about the admission

of residents.

End

P: USW/FS

T: 7 days

P: Deputy Super

T: 15 days

P: Deputy Super T: 5 days

P: Assistant Super

T: 1 day

Yes

No

1

2

3

4 5

P: ApplicantApplication is submitted in prescribed form

at the Deputy Superintendent/Deputy

Director’s Office directly, through Social

Worker or by guardians or anybody else.


Total Steps: 5

Total Personnel : 3

Time : 1 month



78





3.20 Service Name: Integrated Education Program for Visually Impaired Students


delivery process

Resource Teacher Selected EducationalInstitutions

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Guardians of visually impaired children can avail this service by applying to the

Resource Teacher/DD, District Social Services Office. The Resource Teacher then

prepares a list of the applications and organizes a meeting of Admission Committee.

The Committee selects for admission visually impaired students from among the

applicants. The applicants finalize their admission after being informed about their

selection. The admitted ones study through Braille system, under the supervision of

Resource Teacher, in selected educational institutions together with normal students.

The Directorate of Social Services bears all expenses of accommodation, food and

medical treatment for the students.

Disability Certificate and Identity Card

DD, District Social Services Office

Director (Program)

Visually impaired students

Disabled Person's Rights and Protection Act, 2013


Necessary documents



Whom to complain?


Free of cost

1 monthIntegrated Education Program forVisually Impaired Students



79



3.20.2 Process Map

Service Name: Integrated Education Program for Visually Impaired Students

Start

Guardians submit applications in prescribed

form at the Resource Teacher/Deputy

Director’s Office.

A primary list of applicants is prepared

after scrutinizing the applications.

Admission of the visually impaired

students are completed.Report is sent to

higher authority

End

P: Resource teacher

T: 7 days

P: Resource Teacher

T: 7 days

P: Resource Teacher

T: 7 days

P: Deputy Director

T: 15 days

Yes

No

1

2

3

4 5

P: Applicant

R e - e x a m i n e o r C o r r e c t i o n

Concerned

Admission Committee

scrutinizes the applications and

approves admission depending on

available vacancy at selectededucational institutions.

Total Steps: 5

Total Personnel : 3

Time : 1 month



80





3.21 Service Name: Education Program for Hearing, Speech and

Visually Impaired Children.


delivery process

Superintendent PHT center

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Guardians of hearing, speech and visually impaired students can submit applications to

the Superintendent of PHT Center. The Superintendent then prepares a list of the

applications and organizes a meeting of Admission Committee. The committee then

selects deaf, dumb and visually impaired children from among the applicants. The

admitted students receive alimony, education and vocational training for their

development as skilled human resources.

Application,

Disability Certificate and Identity Card


Director (Program)

Enlistment of an individual as a disabled person through the Department's survey

Disable Person's Rights and Protection Act, 2013

Government's Circulars, Office Orders and other Directives.


Necessary documents



Whom to complain?


Free of cost

30-35 daysPHT center



81



3.21.2 Process Map

Service Name: Education Program for Hearing, Speech and Visually Impaired Children

5

Start

Guardians submit applications in prescribed

form to the superintendent, PHT Center.


after scrutinizing the applications.

Admission is completed.Report is sent to

higher authority

Concerned Admission

Committee scrutinizes the applicationsand approves admission depending

on available vacancy.

End


T: 10 days

P: DD/Super

T: 15 days

P: Resource Teacher

T: 5 daysP: Resource Teacher

T: 5 days

Yes

No

1

2

3

4

P: Applicant

R e - e x a m i n a t i o n o r C o r r e c t i o n

Total Steps: 5

Total Personnel : 3

Time : 30-35 days



82





3.22 Service Name: Education and Rehabilitation Program for

Physically Handicapped Persons.


delivery process

Deputy Director ERCPH Center,

Tongi, Gazipur

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Physically challenged persons who are 14-24 years old and willing to get this service

can submit applications using the prescribed form at the Deputy Director's Office. The

Deputy Director then prepares a list of the applications and completes selection of the

trainees through Admission Committee's meeting. She then informs the ones who have

been selected and sees through their admission. The trainees receive 3-4 months of

trade-based training along with accommodation, alimony, medical treatment, an

allowance of BDT 4000/- and a job after completion of the training, provided that

there are vacancies.



Application submission according to the notification


Government Circulars, Office Order and other Directives.


Necessary documents



Whom to complain?


Free of cost

1 month and 7 days;

applications are invited

two times in a year- 15th

January and 15th July.

Education and Rehabilitation Center

for the Physically Handicapped



83



3.22.2 Process Map

Service Name: Education and Rehabilitation Program for Physically Handicapped Persons.

Start


after scrutinizing the applications

Admission of the trainees take place Report is sent tohigher auhority

Concerned Admission

Committee finally scrutinizes

the applications, interviews the

candidates on the basis of their

preferred trade

End


T: 7 day

P: DD

T: 15 days

P: DD

T: 7 days

P: DD

T: 7 days

Yes

No

1

2

3

45

P: Applicant


Physically Challenged persons or their

guardians submit application in prescribed

form at the Deputy Director’s Office

Total Steps: 5

Total Personnel : 5

Time : 1 month & 7 days



84





3.23 Service Name: Training and Rehabilitation Program for

Orphans and PWDs


delivery process

Manager

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Orphans and disabled children who are studying in DSS' various educational

institutions, but are inattentive to studies and are at least 15 years old and have passed

8th class in school can be recommended by their educational institutions for admission

in Vocational Training Center. After admission the Center provides them with rearing,

vocational training and helps them in rehabilitation in society. Mass-notification for

admission is circulated only when DSS' institutions fail to provide enough trainees for

the Vocational Training Center.

DD, Disctrict Social Services Office


15 - 25 years of age Have passed 8th class in school


Vocational Training Center for Orphans and Disabled Children Management Policy,

2013


Necessary documents




Free of cost

1 monthVocational Training Centers for

Orphan and PWDs

Vocational Training Centers

for Orphan and PWDs



85



3.23.2 Process Map

Service Name: Training and Rehabilitation Program for Orphans and PWDs

Start


by concerned office

Trainings are arranged for

resident-trainees according to

their merit, skill and demand.

Report is sent to

higher authority

Admission Committee

scrutinizes the applications and approves admission depending

on availability of vacant

seats in various trades

End

P: Assistant Manager

T: 15 days

P: General Manager

T: 15 days

P: General Manager

T: 5 days

P: Assistant General Manager

T: 5 days

P: Assistant General Manager

T: 7 days

Yes

No

1

2

3

5

4 6

P: Applicant


Admission of the trainees take place

Orphans and disabled students, who are

inattentive to studies, directly or by their

guardians submit applications in prescribed

form with recommendation from head of their

institutions to the manager of the Vocational

Training Center.

Total Steps: 5

Total Personnel : 6

Time : 1 month



86





3.24 Service Name: Development Program for Children facing Law

Enforcement or in Conflict with Law


delivery process

Superintendant

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Children who have confronted law enforcement or have been convicted through lawful

proceedings arrive at these centers by court's order. Here they receive care, alimony,

education, medical treatment, vocational training, counseling for their rehabilitation

into society's mainstream.

Court's order


DG

Juvenile delinquent



Necessary documents



Whom to complain?


Free of cost

From the time of their

arrival at the Center

Adolescent/Juvenile Development

Center

Adolescent/Juvenile

Development Center



87



3.24.2 Process Map

Service Name: Development Program for Children facing Law Enforcement or in Conflict with Law

P: Police

T: 24 hour

P: Superintendent

T: 1 hour

P: Superintendent

T: 7 days

P: Court

P: Applicant

No1

2

3

4

5

Yes

Start

End

Police arrests children for delinquency

and produces them before court.

Police sends the children along with

court’s order to the Development Center.

Receipt of the children by

the Development Center

Children get chance to meet their legal guardians at the Center

Report is sent higher authority.

Learned court

orders that the children

who have encountered law

enforcement or are accused/convicted

through lawful proceeding

be kept in Development

Centre.

R e - e x a m i n a t i o n / R

e l e a s e

Total Steps : 6

Total Personnel : 3

Time : From the time of their

arrival at the Center



88





3.25 Service Name: Training and Rehabilitation Program for Vagrants


delivery process

Assistant Director/Sub-Assistant Director

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Vagrants, after being arrested/detained by police, are produced before court by way of

Non-FIR prosecution. They stay at Shelter (reception) after being declared/sent by

court as vagrants. The Vagrant Controller then sends them to various categories of

shelters, where attempts are made to make them self-reliant through training,

education, alimony and counseling for their rehabilitation into their family and society.

Court's order

Vagrant Controller

Deputy Director (Vagrant Program)


Court's order

Vagrant and Homeless Person (Rehabilitation) Act, 2011


Necessary documents



Whom to complain?


Free of cost

According to court's order Government Shelters Government Shelters



89



3.25.2 Process Map

Service Name: Training and Rehabilitation Program for Vagrants

P: Police

T: 24 hour

P: Police

T: 1 days

P: Assistant/Sub-Assistant Director

T: 1 hour


T: 1 hour


T: 5 days

P: Court

No2

1

3

4

5

6

Yes

Start

End

Police arrests and produces before court

vagrants as Non-FIR case.

Police sends the vagrant along with

court’s order to Government Shelter

Receipt of the vagrants by

Government Shelter’s authority

Trainings are arranged for the vagrants

according to their merit, skill and demand

Report is sent to

higher authority

Court orders the

vagrants to be sent to

Government Shelters

R e - e x a m i n e o r c o r

r e c t i o n

Total Steps : 6

Total Personnel : 3

Time : According to court's order



90





3.26 Service Name: Probation & After-Care Program


delivery process

Upazila SocialService Officer

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

According to section 5 of Probation of Offenders Ordinance, 1960 (amended in

1964) court can arrange differently for persons of any age who are first-time

offenders or convicted for minor offenses or have pleaded guilty by retaining them

under the supervision of a Probation Officer in their family and society for a

specified period of time.

According to Sub-Section 6 of Section 34 of The Children's Act, 2013, the Juvenile

Court can grant probation to convicted children to guide them towards good

conduct instead of confining them in Child Development Centre.

Conditional release is arranged for convicted women who are in jail confinement.

Prisoners released from jail and juvenile delinquents released from Child

Development Centers are rehabilitated socially and economically through skill

development trainings offered by various social safety programs of the Department

of Social Services.

Court's order

DD, District Social Services Office,

DC,

Director (Program),

DG.

Court's order

The Children Act, 2013;

The Probation of Offenders' Ordinance, 1960 (Amended in 1964);

The Probation Rules, 1961; The Special Provision for Convicted Women in Jail Confine Act, 2006


Necessary documents



Whom to complain?


Free of cost

3 monthsUpazila Social Services Office District/Upazila SocialServices Office



91



3.26.2 Process Map

Service Name: Probation & After-Care Program

P: Probation Officer/USSO

T: 15 day


T: 15 days


T: 6 - 12 months

P: Judge

T: 30 days

P: Judge

T: 30 days

P: Police

T: 3 days


T: 6 - 12 months


T: 15 days

P: Judge

Start

Commencement of court proceeding

Court makes

decision regarding exoneration

depending on Probation Officer’s

report and other evidences.

Probation Officer reports to court in

prescribed form regarding their activities

The release of the convict

by court’s order

Finish


Convict is sent to jail by court's order

1

2

3

4

5

6

7

8 9

No

Yes

Court’s order of exoneration is sent to

police, Probation Officer, and, if

required, to jail authority

Court orders to retain those convicts who

are first-time offenders or have committed

minor offense, or have pleaded guilty

under Probation Officer’s supervision in

their familial and social environment to

facilitate correction and edification.

Probation Officer sends notice to those

convicts whose punishments have been

suspended to appear before him after

every 15 days.

Probation Officer advices them about their

correction and edification in familial and

social enviroment.

Need-based skill development training is

provided to the released persons by local Social

Services Office to rehabilitate them socially and

economically

Total Steps: 9

Total Personnel : 3

Time : 3 month



92





3.27 Service Name: Training and Rehabilitation Program

for Socially Disadvantaged Girls


delivery process

Manager

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Prostitutes or women forced into prostitution, who are under 18 years old, are sent to

the Training and Rehabilitation Center by court's order after being rescued by law

enforcing agencies or government approved NGOs. Through this program they receive

education, medical treatment, alimony, training for their rehabilitation into family and

society.

Official letter

DD

DD (Vagrant program)


Sent by appropriate authority


Women and Children Repression Prevention Act, 2000;

Socially Disadvantaged Women Training and Rehabilitation Center Management

Policy, 2002;

Prevention of Unethical Vocation Act, 1933


Necessary documents



Whom to complain?


Free of cost

As soon as they are sent to

the Center by the order of

due authority.

Training & Rehabilitation Center for

Socially Disadvantaged Girls

Training & Rehabilitation

Center for Socially

Disadvantaged Girls



93



3.27.2 Process Map

Service Name: Training and Rehabilitation Program for Socially Disadvantaged Girls

Start

1

2

3

End

P: Manager

T: 1 hour

P: Manager

T: 5 days

P: Court/Police/NGO

T: 1 day

Manager of the Training and Rehabilitation

Center receives them.

Report is sent to higher authority

Prostitutes or women forced into prostitution, who

are under 18 years of age, are sent to the Training

and Rehabilitation Center by court’s order after

being rescued by law enforcing agency or Govt.

approved NGOs.

Total Steps: 3

Total Personnel : 3

Time : Instantly



94





3.28 Service Name: Safe Home for Women and Adolescent

Girls under Order of Safe Custody


delivery process

Deputy Superintendant

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Governmentlevel

Women and children, who are facing trial in court and are sent by court to Safe Home

for safe custody, are provided with alimony and accommodation in these centers.

While staying at Safe Homes, their mental, familial, social upliftment; mainstreaming

and rehabilitation are facilitated through providing them with safety, care, alimony,

education, medical treatment, vocational training, counseling and other facilities.

Court's order

DD

DD (Vagrant Program)


Court's order


Women and Children Oppression Prevention Act, 2000;

National Child Policy, 2011


Necessary documents




Free of cost

According to court's order Safe Home Safe Home



95



3.28.2 Process Map

Service Name: Safe Home for Women and Adolescent Girls under Order of Safe Custody

P: Police

T: 24 hours

P: Deputy-Superintendent

T: 1 hour P: Manager

T: 5 days

Start

1

2

3

4

Report is sent to

higher authority

End

P: Court/Police/NGO

T: 1 dayCourt orders for the women and

children and young girls who are

under trial to be sent to the Safe

Home for safe custody

Police takes the accused with court’s

order to the Safe Home.

Deputy-Superintendent of the Safe

Home admits the accuseds.

Total Steps: 3

Total Personnel : 3Time : According to court's order



96




delivery


3.29 Name of the Service: Registration and Control of Voluntary

Social Welfare Organizations


delivery process

DD, District

Social Services Office;

USSO (Registration);

USSO

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Within 10 working days after applying for registration with appropriate documents to

the Upazila Social Service Office, the application is forwarded to District Social

Service Office with recommendation. The District Social Service Office, within 07

working days, takes necessary action regarding the application and conveys to the

applicant about the outcome. The District Social Service Office decides and completes

the registration within 10 working days after getting No Objection Certificate from

NSI.

Application, Constitution, Inspection Report


Clearance certificate regarding the name of the organization;

Security Clearance

Constitution of the Organization

A copy of approved Constitution or Revised Constitution of the Registered

Organization

Inspection Report

The Voluntary Social Welfare Organization (Control and Registration) Ordinance,1961 and its Rules of 1962


Necessary documents



Whom to complain?


Free of cost

Lack of Voluntary Social Welfare Organizations, Clubs, Associations

1-1.5 monthsDistrict/Upazila/Urban Social

Services Office

District/Upazila/Urban Social

Service Office



97



3.29.2 Process Map

Service Name: Registration and Control of Voluntary Social Welfare Organizations

P: President of the organization

1

2

3

4

5

6.1

78

9

10

11

6.2

P: President of the organization

P: Investigation Officer

P: DD

T: 7 days

P: USSO

T: 3 days

P: USSO

T: 3 days

P: SSO

T: 7 days

P: DD

T: 7 days

Yes

No

Yes

No

P: DD

T: 7 days

P: DD

T: 2 day

P: DD

T: 7 days

start

Application for registration is submitted along

with organization’s first meeting’s resolution

The application is sent to concerned

Social Services Officer for primary

inquiry using prescribed form

Final documents are submitted by the organization

Decision about

granting registration is taken

based on the NSI’s report and

final inquiry report?

Final inquiry report is submitted

following on-the-spot inquiry.

Primary inquiry report added with

inquirer’s opinion is submitted.

The organization is

provided with a provisional

license based on primary inquiry

report and asked to submit

final documents.

End

Report

R e - e x a m i n e o r c o r r

e c t i o n

The documents andapplication are once againsent to concerned SocialServices Officer for final

inquiry.

Notice is sent to the organization to

ensure that its members are present

during on-the-spot inquiry

A copy of the

application/documents are

sent to NSI to fetch their

opinion

The signing of organization’s

constitution takes place

P: DD

T: 2 dayA certificate concerning the

organization’s registration is

provided to them

Total Steps: 11


Time : 1-1.5 months



98





3.30 Distribution of Capitation Grant to Non-Government Orphanages


delivery process

Upazila Social ServiceOfficer

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Non-government orphanages, desiring to get this service, must have registration under

the Department of Social Services; have at least 10 resident orphans between 6-18

years of age and 100% of their orphans admitted in primary/secondary school. If all

those conditions are fulfilled then 50% of their resident orphans can receive capitation

grants. Eligible Non-government orphanages should submit application in the

prescribed form at the Upazila Social Services Office-addressed to the Secretary,

Ministry of Social Welfare- before 31st of July of every year. The Upazila Social

Services Office forwards the applications by 10th August to the District Social

Services Office, which then forwards it to the Department of Social Services before

15th September. The Ministry holds a meeting; scrutinizes the applications and

approves fund against private orphanages and passes letters concerning such fund

allocation to the Department for necessary action. The Department forwards the letters

to the concerned orphanages. The orphanages then submit bills to the concerned Social

Service Officer, who approves them and draws the expenditure from Government's

treasury through Accounts Office. She then deposits it in her official bank account and

distributes the grants to Presidents/Secretaries of the orphanages as crossed cheques.

Document regarding registration of the orphanage

DD, District Social Service Office/Director (Program)

The orphanage must have at least10 orphans of 6-18 years old;

100% enrollment of the orphans in primary/ secondary school

Capitation Grant Allocation and Distribution Policy for Non-Government Orphanage,

2011


Necessary documents



Whom to complain?


Free of cost

Insufficient education and vocational training facility

4 monthsUpazila Social Services Office Private orphanages

Insufficient care at the orphange;

Insufficient non-formal education and vocational training



99



3.30.2 Process Map

3.30.2 Service Name: Distribution of Capitation Grant to Non-Government Orphanages

P: Social services Officer

T: 15 days

P: Deputy director

T: 15 days

P: Director General

T: 15 days

P: Director General

T: 5 daysP: USSO

T: 15 days

P: USSO

T: 5 days

P: USSO

T: 1 day

P: USSO

T: 5 days

P: Secretary SWM

T: 15 days

P: Secretary SWM

T: 5 days

P:Authorities of the concern orphanage

P: Authorities of the

concern orphanage

Start

1

2

3

4

5

Yes

No

6

7 8 9

10

11

12

Ministry sends a letter allocating the

grants to the Department of Social Services.

The Department forwards the

letter to District and local


The selected orphanage submits

bill to USSO against the

received grant.

Orphanage receives

cheque.

USSO distributes

cheque to the orphange.

USSO deposits cheque

received from the Accounts Office in hiscurrent bank account

USSO verifies

the bill and after countersigning

sends it to Accounts Office

Ministry, after necessary

scrutiny, ultimately approves

capitation grant.

Finish

R e - e x a m i n e o r c o

r r e c t i o n

Application in prescribed form providing

detail information about orphanage’s

resident-orphans is submitted to local

USSO

USSO scrutinizes the application and along

with its recommendation forwards it to

District Social Services Office

District Social Services Office with its

recommendation forwards the application

to the Department of Social Services.

Department of Social Services after

scrutinizing the application and attached

documents sends it to the Ministry of

Social Welfare for allocating capitation

grant.

Total Steps: 12


Time : 4 months



100




delivery


3.31 Name of the Service: Distribution of Grants to Organizations

Registered under Social Welfare Council


delivery process

Upazila Social Service

Officer

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Applications are submitted to Social Welfare Council, following its yearly notification

in the month of August in national dailies. After scrutiny by Upazila and District Social

Welfare Council, the applications are forwarded, by December, to National Social

Welfare Council which then takes the final decision.

As per notification


Recommendation by the National Social Welfare Council

Policy for Distributing Grants to Organizations Registered under Social Welfare

Council


Necessary documents



Whom to complain?


Free of cost

Inadequate personnel & logistics;

Insufficient fund;

Activities of some associations are sometimes not found;

Many pseudo organizations apply for donation

1-3 monthsUpazila Social Services Office Upazila Social Service Office

Inadequate publicity about Voluntary Organizations;

Lack of people-oriented Voluntary Organizations.



101



3.31.2 Process Map

Service Name: Distribution of Grants to Organizations Registered under Social Welfare Council

P: Applicant

1

2

3

4

5

6

7

8

9

P: USSO

T: 15 days

P: USSO

T: 1 days P: USSO

T: 1 day

P: DD

T: 10-15 days

P: Executive Secretary

T: 30 days

P: Upazila/District Social

Welfare Committee

T: 15 day

P: Upazila/Urban Social

Welfare Council

T: 15 days

P: District Social Welfare Council

T: 15 days

Start

Applications are submitted in

prescribed form with required fees

at the Upazila Social Services Office

Applications are scrutinized and

a list of applicants is prepared.

The list/applications are sent to the

District Social Welfare Council

After scrutinizing

the applications a primary

list of beneficiaries is prepared.

District SocialWelfare Council scrutinizes the

list/applications, prepares a proposalabout grants and sends it to

National SocialWelfare Council

District Social Welfare Council’s

meeting is announced.

National Social Welfare Council

prepares bank cheques based on

allocated grants and sends them to

the District Social Welfare Council.

Reports are sent to

higher authority

The Upazila Social Welfare Council

distributes the cheques and the Upazila/

City Social Services Office preserves

the documents.

The bank cheques are sent to the

Upazila Social Welfare Council

End

No

Yes

Yes

No

R e - e x a m i n e o r c o

r r e c t i o n

Total Steps: 9

Total Personnel : 3Time : 1-3 months



102





3.32 Service Name: Production and Sales of Artificial Limbs


delivery process

Manager (Production)

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Applications for prosthetic limbs in the prescribed form along with 50% of its price

can be submitted to the Production Manager of Artificial Limb Production and Sales

Center. Subsequently, the applicant is informed about the delivery date. On that day,

the applicant takes delivery of the prosthetic limb after paying the remaining 50% of

the price.

Doctor's prescription

DD, URCPH


50% advance payment

The Disabled Person's Rights and Protection Act, 2013;

National Policy on Disability


Necessary documents



Whom to complain?


Price of artificial limbs (in BDT)

Above Knee-8006/-

Below Knee-8885/-

Through Knee-8513/-

Crutch-BDT.195/-

Hearing Aid-2107/-

15-30 daysArtificial Limb Production & SalesCenter ERCPH



103



3.32.2 Process Map

Service Name: Production and Sales of Artificial Limbs

P: Applicant

1

2

P: Manager of the Center

T: 15 days

Start

End

Application for prosthetic limbs with 50% of

its price is submitted to the Production

Manager, Prosthetic Limb Production and

Sales Center and the applicant is informed

about delivery date of the product

Applicant takes delivery of the prosthetic limb

on the delivery date after paying the remaining

50% of the price.

Total Steps: 2

Total Personnel : 1

Time : 15-30 days



104





3.33.1 Service Name: Childcare at Daycare Centers


delivery process

Deputy Superintendant

Others:

Problems in

receiving/

rendering service

a) Citizen level

b) Government

level

Working mothers, who want their 5-9 years old children to be taken care of during

daytime while they are away for work, can apply to the Deputy Superintendent for this

service. The Center's Management Committee approves applications; whereupon the

applicants can leave their children at the Daycare Center daily from 7AM to 9PM.

While the children are in the Daycare Center, they are provided with free-food, pre-

primary education, sports and entertainment.

Application

DD,


5-9 years old children



Necessary documents



Whom to complain?


Free of cost

1 dayChildren Daycare Center, Azimpur,Dhaka

Children Daycare Center



105



3.33.2 Process Map

Service Name: Childcare at Daycare Centers

P: Applicant

1

3

2

P: Manager of the Center T: Same day

P: Admission Committee

T: Same Day

Start

End

Working mothers submit applications for

daycare facility for their 5-9 years old

children to the Deputy Superintendent of

Daycare Center.

Children are admitted in the Center

Center’s Management

Committee after scrutinizing the applications

approves admission depending on

availability of vacant seats?

Application Denied

Yes

No

Total Steps : 5

Total Personnel : 3

Time : 1 day



106



Acronyms and Abbreviations

Acronyms and Abbreviation - DSS

DD Deputy Director

DG Director General

DSS Department of SocialServices

ERCPH Education, Rehabilitationcentre for Physically Handicapped

FS Field Supervisor

MGD Millennium Development Goals

MoSW Ministry of Social Welfare

NESS National E-Service System

NID Card National Identity Card

NSARP National Strategy for Accelerated Poverty Reduction

NSR NESS Service Recipient

PWDs Persons with Disabilities

RMC Rural Maternity Centre

RSS Rural Social Services

SPS Service Process Simplification

SSO Social Service Office

TIN Tax Identification Number

UISC Union Information and Service Centre

UNO Upazila Nirbahi Officer

UPIC Upazila Project Implementation Committee

USSO Upazila/Urban Social Services Office/Officer

USW Union Social Worker

VAT Value Added Tax

P: Performer of the activity; a person, a group of persons, or a system

T: Activity turnaround time

Process StepSquares/rectangles represent a particular step or activity in the process

Ovals mark represents the first step and the final step of the process

Diamonds show Òyes-noÓdecision points

Arrows show the flow, or movement, of the process from one step to the next

Decision

Process

Start/End



107



List of dis trict and Upazila level offi ces whose Service Profile Books have been published

Book

CodeOffice Name Directorate/Organization Ministry/Division

1/36

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11/36

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13/36

14/36

15/36

16/36

17/36

18/36

19/36

20/36

21/36

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Office of the UpazilaNirbahi Officer

Upazila Land Office

Upazila Agriculture Office

Upazila Health and Family Planning Office

Upazila Engineer Office, LGED

Circle/Police Station

Upazila Fisheries Office

Upazila Livestock Office

Upazila Social Services Offi ce

Office of the Upazila Women Affairs Officer

Upazila Education Office

Upazila Secondary Education Office

Upazila Family Planning Office

Office of the Upazila Project Implementation Officer

Upazila Food Controller's Office

Upazila Accounts Office

Upazila Rural Development Office

Upazila Cooperative Office

Office of the Assistant/Sub-Assistant Engineer, PHED

UpazilaAnsar and VDP Office

Upazila Statistics Office

Upazila Youth Development Office

.......

.......

Department of Agricultural Extension

Directorate General of Health Services

Local Government Engineering Department

Police Headquarters

Directorate of Fisheries

Directorate of Livestock Services

Department o f Social Services

Department of Women Affairs

Directorate of Primary Education

Directorate of Secondary and Higher Education

Directorate of Family Planning

Department of Disaster Management

Directorate of Food

Office of the Controller General of Accounts

Bangladesh Rural Development Board

Directorate of Cooperative

Department of Public Health Engineering

Bangladesh Ansar and VDP

Bangladesh Bureau of Statistics

Department of Youth Development

Cabinet Division & Ministry of Public Administration

Ministry of Land

Ministry of Agriculture

Ministry of Health and Family Welfare

Local Government Division

Ministry of Home

Ministry of Fisheries and Livestock

Ministry of Social Welfare

Ministry of Women and Children Affairs

Ministry of Primary and Mass Education

Ministry of Education

Ministry of Health and Family Welfare

Ministry of Disaster Management and Relief

Ministry of Food

Finance Division, Ministry of Finance

Rural Development and Cooperative Division

Local Government Division

Ministry of Home

Statistics and InformaticsDivision

Ministry of Youth and Sports

Office of the Assistant Director (Engineering), BRTA

Regional Passport Office

Office of the Executive Engineer, PWD

Office of the Executive Engineer, Roads and Highways

Office of the Executive Engineer, PDB

Rural Electric Society

Sub-regional Office, Directorate of Narcotics Control

Office of the Executive Engineer, BWDB

District Information Office

District Employment and Manpower Office

Industry Help Center, BSCIC

District Sports Office

Islamic Foundation, District Office

Office of the District Children Affairs Officer

Bangladesh Road Transport Authority

Directorate of Passport and Immigration

Public Works Department

Roads and Highways Department

Bangladesh Power Development Board

Bangladesh Rural Electrification Board

Department of Narcotics Control

Bangladesh Water Development Board

Directorate of Mass Communication

Bureau of Manpower, Employment and Training

Bangladesh Small and Cottage Industry Corporation

Directorate of Sports

Islamic Foundation, Bangladesh

Bangladesh Shishu Academy

Road Transport and Highways Division

Ministry of Home

Ministry of Housing and Public Works

Road Tansport and Highways Division

Power Division

Ministry of Home

Ministry of Water Resources

Ministry of Information

Ministry of Expatriates' Welfare and Overseas Employment

Ministry of Industries

Ministry of Youth and Sports

Ministry of Religious Affairs

Ministry of Women and Children Affairs.

23/36

24/36

25/36

26/36

27/36

28/36

29/36

30/36

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33/36

34/36

35/36

36/36

37/37

Upazila Level Offices

District Level Offices

Citizen Services Information Map (36 Directorates/Organizations)