Escolar Documentos
Profissional Documentos
Cultura Documentos
Service Profile of
District & Upazila Level Offices
Cabinet Division
Department of Social Services
A2I, Prime Minister's Office
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 and
support 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 in
disseminating 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 of
Vision-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
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 email
us at sps@A2I.pmo.gov.bd about any corrections or suggestions related to this book.
Message
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 relevant
contact 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 Tamesis
Country Director
UNDP-Bangladesh
Contents
Chapter 1
1. Department of Social Services: Profile
1.1 DSS: Snapshot
1.2 Introduction to the Department
1.2.1 Vision
1.2.2 Mission
1.2.3 Beneficiaries
1.3 DSS' Organogram:
1.4 District Level Offices:
1.4.1 District Office at a glance
1.4.2 Organogram
1.5 Upazila Level Offices
1.5.1 Upazila Offices at a glance
1.5.2 Organogram
1.5.3 Notable programs of Upazila Social Services Office
2
2
2
3
3
3
4
5
5
5
6
6
6
7
Chapter 2
2. List of Citizen-Centric Services
2.1 List of Existing Services at the Directorate/District/Upazila Level
2.2 Citizen Service Information Map
10
10-11
12-35
Chapter 3
3. Descriptive Service Profile & Process Map of Citizen-Centric Services
38
38
38
39
40
40
41
3.3 Service Name: Disability Identification Survey, ID and Certificate Distribution to PWDs
3.3.1 Service Profile
3.3.2 Process Map
42
42
43
3.4 Service Name: Rehabilitation Program for Acid-Burn Victims & PWDs
3.4.1 Service Profile
3.4.2 Process Map
44
44
45
46
46
47
48
48
49
50
50
51
52
52
53
54
54
55
3.10 Service Name: Allowance for Vulnerable Widows and Husband-Deserted Women
3.10.1 Service Profile
3.10.2 Process Map
56
56
57
3.11 Service Name: Livelihood Development Program for Dalit, Harijan and Bede Communities
3.11.1 Service Profile
3.11.2 Process Map
3.11.3 Process Map
58
58
59
60
61
61
62
63
3.13 Service Name: Financial Assistance Program for Cancer, Kidney and Liver Cirrhosis Patients 64
3.13.1 Service Profile
64
3.13.2 Process Map
65
3.14 Service Name: Livelihood Development Program for Tea-Garden Labourers
3.14.1 Service Profile
3.14.2 Process Map
66
66
67
68
68
69
3.16 Service Name: Alimony, Education and Training for Orphans of Government Run
Orphanages known as Children's Family
3.16.1 Service Profile
3.16.2 Process Map
70
70
71
3.17 Service Name: Alimony and Rehabilitation Program for Babies at Baby Homes
3.17.1 Service Profile
3.17.2 Process Map
72
72
73
3.18 Service Name: Training and Rehabilitation of Destitute and Orphan Children
3.18.1 Service Profile
3.18.2 Process Map
74
74
75
76
76
77
3.20 Service Name: Integrated Education Program for Visually Impaired Students
3.20.1 Service Profile
3.20.2 Process Map
78
78
79
3.21 Service Name: Education Program for Hearing, Speech and Visually Impaired Children.
3.21.1 Service Profile
3.21.2 Process Map
80
80
81
3.22 Service Name: Education and Rehabilitation Program for Physically Handicapped Persons 82
3.22.1 Service Profile
82
3.22.2 Process Map
83
3.23 Service Name: Training and Rehabilitation Program for Orphans and PWDs
3.23.1 Service Profile
3.23.2 Process Map
84
84
85
3.24 Service Name: Development Program for Children facing Law Enforcement or in Conflict with Law 86
3.24.1 Service Profile
86
3.24.2 Process Map
87
3.25 Service Name: Training and Rehabilitation Program for Vagrants
3.25.1 Service Profile
3.25.2 Process Map
88
88
89
90
90
91
3.27 Service Name: Training and Rehabilitation Program for Socially Disadvantaged Girls
3.27.1 Service Profile
3.27.2 Process Map
92
92
93
3.28 Service Name: Safe Home for Women and Adolescent Girls under Order of Safe Custody
3.28.1 Service Profile
3.28.2 Process Map
94
94
95
3.29 Service Name: Registration and Control of Voluntary Social Welfare Organizations
3.29.1 Service Profile
3.29.2 Process Map
96
96
97
98
98
99
3.31 Service Name: Distribution of Grants to Organizations Registered under Social Welfare Council 100
3.31.1 Service Profile
100
3.31.2 Process Map
101
102
102
103
104
104
105
106
107
Chapter: 1
Snapshot
Introduction of DSS and Organizational Framework
Contact
Information
Begali
English
mgvRmev Awa`dZi
Abbreviation
DSS
Director General
Ministry
Nos. of District
Nos. of other District level
Offices
Offices
64
447
Department of Social Services,
Phone
E-8/ B-1,
Sher-e-Bangla Nagar,
Address
Fax
Agargaon, Dhaka-1207
E-mail
www.dss.gov.bd
www.bangladesh.gov.bd
Mobile
Nos. of Upazila
Personnel
Offices
488
11723
+880-2-9131966
+880-2-8127557
+880-2-8110074
dg@dss.gov.bd
+8801711-112258
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.
Director
(Program)-1
Director
(Admin & Finance)
Additional Director
(Program)-1
Additional Director
(Admin & Finance)-1
Deputy Director
(Program)-5
Deputy Director
(Program)-3
Assistant Director
(Program)-8
Assistant Director
(Program)-8
Director (Institution)
Additional Director
(Institution)-1
Deputy Director
(Program)-3
Assistant Director
(Program)-3
N.B. Numerical value given beside the designation of official indicates number of personnel
Bengali
English
Short/abbreviated
DSSO
Number of Offices
64
Deputy Director
15*
Personnel
1.4.2 Organogram
Stenographar (01)
Guard (01)
Cleaner (01)
Bengali
English
Short/abbreviated
USSO
Number of Offices
488
Personnel
1.5.2 Organogram
Technical Instructor
(03)
Chapter: 2
Citizen-Services:
List of Citizen-Services
Citizen Service Information Map (CSIM)
List of Citizen-Services
2.1 List of Existing Citizen-Services at the Department/District/Upazila Level
Sl.
No.
Upazila
Upazila
Upazila
Upazila
Upazila/Municipality/City Corporation
Upazila/Municipality/City Corporation
Upazila/Municipality/City Corporation
Upazila/Municipality/City Corporation
Upazila/Municipality/City Corporation
Upazila/Municipality/City Corporation
Upazila/Municipality/City Corporation
13 Financial Assistance Program for Cancer, Kidney and Liver Cirrhosis Patients
Upazila/Municipality/City Corporation
Selected Upazila/District
Upazila
16 Alimony, Education and Training for Orphans of Government Run Orphanages known as Children's Family
District
Department
District / Department
Selected districts
District
Department
Department
Department
24 Development Program for Children facing Law Enforcement or in Conflict with Law Department
10
Department
Upazila/ district
District
28 Safe Home for Women and Adolescent Girls under Order of Safe Custody
District
District/Upazila/City
District/Upazila/Department/Ministry
Department
District
Sl.
No.
Department
Department
Department
Department
40 Rural Sub-Center for education and rehabilitation program for physically handicapped persons
Department
Department
42 Printing and distribution program of Braille books for visually impaired students of
Department
Ministry
11
12
Sl Name of
No. the Office
K
01
02
L
Upazila
Social
Services
Office
Upazila
Social
Services
Office
Services
M
Rural
Social
Services
(RSS)
Program
Responsible
Officers/Staffs
O
The Union Social Workers/Training Instructors
conduct surveys among families of villages
selected by Upazila Project Implementation
Committee; categorize them in groups '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
social activities. The Village Committee or
Working Group proposes for loans on behalf of
the applicants. The Union Social Worker/Training
Instructor after scrutinizing the loan applications
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 loan
applicants
forwards
them
with
her
recommendation to the Upazila Social Service
Officer, who then organizes a meeting of Upazila
Project Implementation Committee and gets
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. Upazila
Social
Service
Officer,
2. Field
Supervisor
3. Union
Social
Worker,
4. Training
Instructor.
1. Upazila
Rural
Social
Mothercare
Service
Centre
Officer
(RMC)
Program
Within 30
days after
UPIC's
approval
(Generally 35 months)
Q
Free of
cost
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
R
Implementation
Policy of Rural
Social Services
Program.
Group A: Families
of this group have
average annual
income up to BDT
50000/Group B: Families
of this group have
average annual
income between
BDT 50001/- to
60,000/Group C: Families
of this group have
annual average
income BDT of or
above60001/=
Group C families
are entitled to
receive services,
except interest-free
loan.
S
UNO; DD,
District
Social
Services
Office
Women of 15-49
years of age, found
through a survey
conducted on
families, are the
members of
UNO, DD,
District
Social
Services
Office
Sl Name of
No. the Office
K
03
Upazila/
Urban
Social
Services
office
Services
Responsible
Officers/Staffs
N
2. Field
Supervisor
3. Union
Social
Worker
4. Training
Instructor.
O
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.
1. Upazila/
Disability
Identification Urban Social
Service
Survey, ID
Officer,
and
2.
DD,
District
Certificate
Social
Distribution
Services
to PWDs
Office.
1-5 days
Free of
cost.
Related Acts/
Rules/Policies
R
Mother Care
Centers.
They should be
prepared to work as
volunteers for
population control,
women education
and women
empowerment.
40 rural destitute
mothers can form a
Mother Care
Center.
A sum of BDT
3000-5000/- is
given as interestfree loan to
applicants after
reviewing their
schemes.
1. Disabled
Persons' Right
and Protection
Act, 2013
2. Implementation
Policy for
Rehabilitation of
Acid-burnt and
Disabled
Persons.
Grievance
Redressal
Authority
S
DC;
Director
(Institution),
DG.
13
14
Sl Name of
No. the Office
K
04
Upazila
Social
Services
Office
Services
Responsible
Officers/Staffs
O
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.
1-3 months
Rehabilitati 1. Upazila
on Program
Social
for AcidService
Burn
Officer
Victims & 2. Field
PWDs
Supervisor
3. Municipal/
Union Social
worker
4. Training
Instructor
Free of
cost.
Related Acts/
Rules/Policies
R
Implementation
Policy for
Rehabilitation of
Acid-burn and
Disabled Persons.
Grievance
Redressal
Authority
S
UNO; DD,
District
Social
Services
Office.
Sl Name of
No. the Office
Services
Responsible
Officers/Staffs
A
05
B
Upazila
Social
Services
Office
C
D
E
Microcredit 1. Upazilla
Families, who have received houses under
Program for
Social
Ashrayan/Abashan project are trained and
Residents
Service
informed about 30 social activities by the Union
of
Officer
Social Workers to guide and encourage them
Ashrayan/ 2. Field
towards self-reliance. The Union Social Worker
Abashan
Supervisor
scrutinizes loan applications from the families;
Project
3. Union Social recommends on the applications; deposits groups'
Worker
savings in their bank accounts and forwards the
4. Training
applications with her recommendation to the Field
Instructor
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. 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.
06
Hospital
Social
Services
Office
Medical
Social
Service
Program
Social Services
Officer
1-4 hours
Free of
cost.
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
H
1. Implementation
Policy of
Rehabilitation of
the Residents
of Ashrayan
Project, 2004;
2. Loan Policy for
the Residents of
Asrayan Project,
2004;
3. Training Policy
for the Residents
of Ashrayan
Project, 2004.
I
UNO; DD,
District
Social
Services
Office; DC.
Implementation
Policy of
Hospital Social
Services
Program, 2011;
MoU between
Ministry of
1. Director, Medical
College;
2. Civil Surgeon/
Superintendent/
Assistant Director,
General Hospital;
15
16
Sl Name of
No. the Office
A
07
Upazila/
Urban
Social
Services
Office
Services
Responsible
Officers/Staffs
E
Officer scrutinizes the applications; approves
them; and then provides them with financial
assistance/medicines/food-clothes/rehabilitation/
diagnosis/related services.
3 months
after
receiving
govt. fund for
new
beneficiaries;
and 7 days
for current
beneficiaries.
Old-Age 1. Upazila/Urban
Allowance Social Service
Officer;
Program
2. Field
Supervisor;
3. Union/
Municipal
Social Worker;
4. Technical
Instructor.
The
beneficiaries
open bank
accounts in
their names
by
depositing
BDT 10/-
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
Health and
Ministry of
Social Welfare,
2011;
Patients' Welfare
Society's
Constitution
according to
Voluntary
Organization
Registration and
Control
Ordinance, 1961
3. Upazila Health
and Family
Planning
Officer of
Upazila Health
Complex
4. DD, District
Social Services
Office
5. DC
6. Director
(Program)
Old-Age
Allowance
Implementation
Policy, 2013
1. Chairman,
Upazila
Parishad/
Additional
Deputy
Commissioner/
UNO
2. DD, District
Social
Services
Office
3. Chairman, Hill
Districts/
Deputy
Commissioner
4. Director
(Program)
Sl Name of
No. the Office
A
Services
Responsible
Officers/Staffs
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
Upazila/
Urban
Social
Services
Office
Allowance 1. Upazila/Urban
Social Service
Program
Officer
for
Destitute 2. Field Supervisor
3. Union Social
PWDs
Worker
4. Training
Instructor
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
beneficiaries
have to open
bank
accounts by
depositing
BDT 10/-
Implementation 1. Chairman,
Upazila
Policy of
Parishad/
Destitute,
Additional
Disabled
Deputy
Allowance
Commissioner/
Program, 2013.
UNO
2. DD, District
Social Services
Office
3. Chairman, Hill
District
Council/DC
4. Director
(Program)
17
18
Sl Name of
No. the Office
A
09
10
Services
Responsible
Officers/Staffs
Grievance
Redressal
Authority
B
Upazila/
Urban
Social
Services
Office
C
D
1. Upazila/Urban
Stipend
SocialService
Program
Officer
for
Students 2. Field
Supervisor
with
Disabilities 3. Union/
Beneficiaries
are selected
within 3
months after
allocation of
government
fund.
Allowances are
transferred to
beneficiaries'
legal
guardians'
bank accounts
within 7 days
of receipt of
fund.
Free of cost,
except every
beneficiary
needs to
open a bank
account by
depositing
BDT 10/-
Implementation
Policy of
Stipend for
Disabled
Students, 2013
UNO;
DD, District
Social Services
Office
DC
Director
(Program)
DG
Upazila/
Urban
Social
Service
Office
Allowance 1. Upazila/Urban
Social Service
for
Vulnerable Officer
2. Field
Widows
Supervisor
and
3.
Union/
HusbandMunicipal
Deserted
Social worker
Women
Beneficiaries are
selected within 3
months after
receiving new
fund allocation
from government.
Allowances are
transferred to
beneficiaries'
bank accounts
within 7 days of
receipt of fund.
Free of cost,
but selected
beneficiaries
have to open
bank
accounts by
depositing
BDT 10/each
Implementation
Policy of
Allowance
Program for
Vulnerable
Widow and
HusbandDeserted
Women.
UNO; DD,
District Social
Services Office;
Chairman, Hill
District Council;
DC,
Director
(Program)
4. Training
Instructor
Related Acts/
Rules/Policies
Sl Name of
No. the Office
A
Services
Responsible
Officers/Staffs
D
3 months after
receiving govt.
fund for new
beneficiaries
and 7 days for
current
beneficiaries.
Free of cost
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
11
Upazila/
Urban
Social
Service
Office
Livelihood
Development
Program for
Dalit, Harijan
and Bede
Upazila/
Urban Social
Services
Office
Livelihood Development
Policy for Dalit, Harijan
and Bede Community,
2013
Special Allowance: BDT
300/- per month
Stipend:
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 nonrefundable one time
financial assistance: BDT
10000/-
1. Chairman,
Upazila
Parishad;
2. DC,
3. Chief Executive
Officer/
Regional
Executive
Officer (In case
of City
Corporation/
Municipality)
4. Program
Director
19
20
Sl Name of
No. the Office
A
12
13
Services
Responsible
Officers/
Staffs
B
Upazila/
Urban
Social
Service
Office
D
Upazila/
Livelihood
Development Urban Social
Program for service
Transgenders Officer
Upazila/
Urban
Social
Service
Office
Social service
Financial
Assistance Officer
Program for
Cancer,
Kidney and
Liver
Cirrhosis
Patients
Related Acts/
Rules/Policies
Beneficiaries
are selected
within 3
months of
allocation of
govt. fund.
Allowances/
stipends are
transferred to
beneficiaries'
bank accounts
within 7 days
of receipt of
fund.
Free of cost
Free of cost
Implementation Policy
of Vulnerable Group
Support Services
Program.
Grievance
Redressal
Authority
I
Program
Director.
Sl Name of
No. the Office
A
Services
Responsible
Officers/
Staffs
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
Free of cost
Free of cost
Implementation
Policy of
Livelihood
Development
Program of Teagarden Workers,
2013
Program
Director
Free of cost,
except
selected
Freedom
Fighters
have to open
bank
accounts by
depositing
BDT 10/-
Implementation
Policy of
Honorarium
Program for
Valiant Freedom
Fighters, 2013
DC; Secretary,
Ministry of
Liberation War
Affairs.
14
Upazila/
Urban
Social
Service
Office
Livelihood
Development
Program for
Tea-Garden
Labourers
Upazila/
Urban Social
Service
Officer
15
Upazila/
Urban
Social
Service
Office
Honorariu
m Program
for
Freedom
Fighters
Upazila/
Urban Social
Service
Officer
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.
21
22
Sl Name of
No. the Office
A
Services
Responsible
Officers/
Staffs
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
Free of cost
Government's
Children's
Residence/
Children's Family
Management
Policy' 2002
Children Act'
2013
DD, District
Social Services
Office;
Director
(Institution)
Government Alimony,
Children's Education
and
Home
Training for
Orphans of
Government
Run
Orphanages
known as
Children's
Family
1. Superintendent Guardians of 6-9 years old orphans can apply for subject to
2. Deputy
this service. The Superintendent or Deputy vacancy, within
Superintendent
Superintendent prepares a draft list of the 1 month
Sl Name of
No. the Office
A
17
B
Baby
Home
Services
Responsible
Officers/
Staffs
D
Alimony and
Rehabilitation
Program for
Babies at
Baby Homes
Deputy
Superintendent
18
Training and
Rehabilitation
Centre for
Vulnerable
Children
Training and
Rehabilitation
of Destitute
and Orphan
Children
Superintendent/
Deputy
Superintendent
19
Selected
District/
Upazila
Social
Services
Office
Protection
Program for
Vulnerable
Children
1. Social Service
Officer
2. Deputy
Director
3.
Related Acts/
Rules/Policies
H
Baby Home
Management
Policy, 2003;
Children's Act
2013
Grievance
Redressal
Authority
I
DD, District
Social Services
Office
Director
(Institution)
DD, District
Social Services
Ofiice,
Director
(Institution)
23
24
Sl Name of
No. the Office
A
Services
Responsible
Officers/
Staffs
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
Disabled Person's
Rights and
Protection Act,
2013
DD, District
Social Services
Office,
Director
(Institution)
Schools
for
Integrated
Education
Program
Sl Name of
No. the Office
A
21
22
23
B
PHT Center
Services
Responsible
Officers/Staffs
C
D
E
Education
Superintendent Guardians of hearing, speech and visually
impaired students can submit applications to
Program for
the Superintendent of PHT Center. The
Hearing,
Superintendent then prepares a list of the
Speech and
applications and organizes a meeting of
Visually
Admission Committee. The committee then
Impaired
selects deaf, dumb and visually impaired
Children
children from among the applicants. The
admitted students receive alimony, education
and vocational training for their development
as skilled human resources.
Physically challenged persons who are 14-24
Education and Education
Deputy
years old and willing to get this service can
Rehabilitation and
Director
submit applications using the prescribed
Centre for
Rehabilitation
form at the Deputy Director's Office. The
Physically
Program for
Deputy Director then prepares a list of the
Handicapped Physically
applications and completes selection of the
(ERCPH)
Handicapped
trainees through Admission Committee's
Persons
Persons
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.
Vocational
Orphans and disabled children who are
Training and
Training
studying in DSS' various educational
Rehabilitatio
Center for
institutions, but are inattentive to studies and
n Program
Orphan and
are at least 15 years old and have passed 8th
for Orphans
Disabled
class in school can be recommended by their
and PWDs
Children
G
H
Free of cost Disable Person's
Rights and
Protection Act,
2013
Government's
circulars, Office
Orders and other
Directives.
1 month,
subject to
vacant seats
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
I
1. DD, District
Social
Services
Office
2. Director
(Institution)
DD, District
Social Services
Office.
Director
(Institution)
25
26
Sl Name of
No. the Office
A
Services
Responsible
Officers/Staffs
D
Development Superintendent
Program for
Children
facing Law
Enforcement
or in Conflict
with Law
24
Development
Center for
Juvenile
Delinquents
25
2. Sub-Assistant
Director
E
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.
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
Training Center
for Orphans and
Disabled Children
Management
Policy, 2013
According to
court's order
1. Vagrant
Controller;
2. DD (Vagrant
Program)
3. Director
(Program)
Sl Name of
No. the Office
A
26
B
Probation
Office,
District/
Upazila
Social
Services
Office
Services
C
Service
Name:
Probation &
After-Care
Responsible
Officers/Staffs
D
Probation
Officer
E
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.
Related Acts/
Rules/Policies
G
H
Free of cost 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
Grievance
Redressal
Authority
I
DD, District
Social
Services
Office;
DC, Director
(Program),
DG.
27
28
Sl Name of
No. the Office
A
27
B
Training and
Rehabilitation
Centre for
Socially
Disadvantaged
Girls
28
Safe Home
Services
Responsible
Officers/Staffs
D
E
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.
F
G
Free of cost
As soon as
they are sent
to the Center
by the order of
due authority.
According to
Court's order.
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
H
I
The Children Act, 1. DD,
2013;
District
Women and
Social
Children Repression Services
Prevention Act,
Office
2000;
2. DD
Socially
(Vagrant
Disadvantaged
Program)
Women Training
3.
Director
and Rehabilitation
(Program)
Center Management
Policy, 2002;
Prevention of
Unethical Vocation
Act, 1933
Sl Name of
No. the Office
Services
Responsible
Officers/Staffs
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
A
29
B
Upazila
Social
Services
Office
D
C
Registration 1. Deputy
and Control
Director;
of Voluntary 2. Upazila/
Social
Urban
Welfare
Social
Organizations Service
Officer.
E
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.
F
1-1.5 months
G
H
Free of cost The Voluntary
Social Welfare
Organization
(Control and
Registration)
Ordinance, 1961
and its Rules of
1962
I
DD, District
Social
Services
Office
30
Upazila
Social
Services
Office
Distribution
of Capitation
Grant to
NonGovernment
Orphanages
4 months
DD, District
Social
Services;
Director
(Institution)
Upazila/City
Social
Service
Officer
29
30
Sl Name of
No. the Office
A
31
Upazila
Social
Services
Office
32
Artificial
Limbs
Production
Centre
Services
Responsible
Officers/Staffs
Service
Delivery
Time
F
Necessary
fee/tax
G
Related Acts/
Rules/Policies
E
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.
Distribution
of Grants to
Organizations
Registered
under Social
Welfare
Council
Upazila
Social
Service
Officer
Policy for
Distributing Grants
to Organizations
Registered under
Social Welfare
Council
Production
and Sales of
Artificial
Limbs
Production
Manager
DD, ERCPH
The Disabled
Director
Person's Rights
and Protection Act, (Institution)
2013;
National Policy on
Disability
1.Above knee8006/=
2.Below Knee8885/=
3.Through Knee8513/=
4.Crutch-195/=
5.Hearing Aid2107/=
Grievance
Redressal
Authority
I
DD, District
Social
Services
Office
Sl Name of
No. the Office
Services
Responsible
Officers/Staffs
D
A
33
B
Daycare
Center
C
Childcare at
Daycare
Centers
34
Urban Social
Services
Office
Urban
1. Social
Community
Service
Development
Officer
(UCD)
2. Municipal
program
Social
worker
3. Training
Instructor
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
E
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 freefood, pre-primary education, sports and
entertainment.
F
1 day,
depending on
the
availability of
seat
G
H
I
Free of cost The Children Act, Director
(Institution)
2013
30 days after
PIC's
approval.
31
32
Sl Name of
No. the Office
A
Services
Responsible
Officers/Staffs
D
35
Urban Social
Service
Office
Skill
1. Social
development
Service
training
Officer
2. Municipal
Social
worker
3. Training
Instructor
36
Government
School for the
Deaf and
Dumb
Education
program for
hearing and
speech
impaired
students
E
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.
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.
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
Members of Group
'C' can avail
services barring
loan.
5-7 days,
depending on
availability of
seat.
Implementation
Manual of Urban
Social Services
Program;
Applicants need to
have 8th class
passing certificate
from school.
DD, District
Social
Services
Office.
1. DD, District
Sl Name of
No. the Office
A
37
B
Government
School for the
Blinds
Services
C
Education
program for
visually
impaired
children
Responsible
Officers/Staffs
D
Head Master
E
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.
F
G
Depending on Free of cost
availability of
seats, within
5-7 days at the
beginning of
an academic
year
38
Institute for
Mentally
Challenged
Children
Mentally
Principal
challenged
children's
rehabilitation
program
Within 1
month,
depending on
availability
seats.
39
Rural subJunior
center for
Engineer
education and
rehabilitation
program for
physically
handicapped
persons
Related Acts/
Rules/Policies
H
The Disabled
Person's Rights
and Protection Act,
2013;
Related
Government
Circulars, Office
Orders and
Directives.
Grievance
Redressal
Authority
I
DD, District
Social
Services
Office
Director
(Institution)
33
34
Sl Name of
No. the Office
A
Services
Responsible
Officers/Staffs
D
40
Training and
Rehabilitation
Centre for
Visually
Impaired
Persons,
Tongi, Gazipur
Training and
rehabilitation
program for
visually
impaired
persons
41
Braille Books
Production
Centre
Printing and
Production
distribution
Manager
program of
braille books for
visually impaired
students studying
in institutions
run by the
Department of
Social Services
Manager
E
alimony, medical treatment; an allowance of
BDT 4000/- and a job after completion of
the training, provided that there are
vacancies.
1st January of
every year
Related Acts/
Rules/Policies
H
Grievance
Redressal
Authority
I
Director
The Disabled
(Institution)
Person's Rights
and Protection Act,
2013;
Government's
Circulars, Office
Orders and
Directives
Director
Sl Name of
No. the Office
A
42
B
Moitree
Industrial
Centre
Services
C
Plastic
materials and
safe drinking
water
production
from Moitree
Industry
Responsible
Officers/Staffs
D
Executive
Director/
Manager
E
Anybody can buy plastic materials and safe
drinking water directly from Moitree
Industrial Centre by paying in cash.
Related Acts/
Rules/Policies
Grievance
Redressal
Authority
G
H
I
According The Centre is run Secretary,
to price list by a trustee board. MoSW
Profits of this
Centre are utilized
for development of
disabled persons
35
36
Chapter 3
37
Responsible officials
Conditions for receiving the service Resident of a selected village, who is:
z A member of a Working Group formed through socio-economic survey and
enlisted in the Department of Social Services;
z 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.
z A person whose family falls into 'C' category having annual average income above
BDT 60000/-is entitled to receive other services barring loan.
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
UNO; DD, District Social Services Office
(if expected service is not delivered)
Problems in
receiving/
rendering the
service
a) Citizen level
z
z
z
z
b) Government
level
z
z
z
Others:
N.B. The service delivery time mentioned in this profile book can vary in special cases.
38
Start
P: DG/ Director (Finance)
Allocation of Government Fund
P: USSO
P: UPIC
T: 15 day
P: USW
T: 1-3 month
After collecting 80%
loan of loan, preparation
for re-investment starts
12
Village Selection
3
P: USW
T: 1-3 months
Monitoring loan
recipients activity, loan
recovery and savings in
bank account
P: USW
T: 15 day-01 month
5
P: USW
T: 1-3 month
P: FS
T: 07 day
End
Re-examination or Correction
P: USSO
T: 07 days
P: USSO
T:1 day
UIPC meeting
7
Reporting to Higher
Authority
11
No
P: UPIC
T: 1 day
Yes
Distribution of loan
cheques to recepients
P: USSO
T: 3-5 days
P: USSO
T: 1-2 days
10
9
39
z
z
z
z
Responsible officials
12,956 Mothercare
Centres of 318 Upazilas
Within 30 days
after UPIC's
approval
(Generally 3-5 months)
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
z
z
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.
Whom to complain?
UNO; DD, District Social Services Office
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
z
z
z
z
b) Government
level
z
z
z
Others:
40
Start
P: DG/ Director (finance)
Allocation of government fund
P: USSO
P: UPIC
T: 15 day
Village selection
3
P: USW
T: 1-3 months
P: USW/TI/Applicant
T: 15 day-01month
P: :USW
t: 1-3 month
P: FS
T: 07 day
End
Re-examination or Correction
P: USSO
T: 07 days
P: USSO
T:1 day
11
Reporting to Higher
Authoriry
No
UIPC meeting
7
P: UPIC
T: 1 day
P: USSO
T: 1-2 days
Yes
P: USSO
T: 3-5 days
41
3.3 Service Name: Disability Identification Survey, ID and Certificate Distribution to PWDs
3.3.1 Service Profile
Service providing office
Responsible officials
1-5 days
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.
z
z
z
z
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
Whom to complain?
Deputy Director, District Social Services Office
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
42
Start
End
Re-examination or Correction
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
5
No
P:Social services Officer
T: 5 days
P:Deputy Director
T: 03 days
Upazila/Urban Social
Services Office
preserves the
documents
Report is sent to
higher authority
8
Yes
43
3.4 Service Name: Rehabilitation Program for Acid-Burn Victims & PWDs
3.4.1 Service Profile
Service providing office
Upazila Social Services Office
Responsible officials
z
z
z
z
USSO
Social Services Offices
Field Supervisor
of 80 cities and
Municipal/Union Social Worker 485 Upazilas
Training Instructor
1-3 months
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, time
and place for loan distribution and informing the applicants about it, the loans are
distributed in cash or as bank cheques.
Acid-burn or disabled person having annual average income below BDT 60000/-
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
UNO; DD, District Social Services Office.
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
z
z
z
z
b) Government
level
z
z
z
z
z
z
Others:
44
Start
P: SSO
T: 07 days
P: UPIC
T: Maximum1 month
P: USW
T: 1 month
Monitoring of the
beneficiaries activity;
collection of loaned money,
depositing the money in
bank account.
11
P: USW
T: 1-3 month
Re-examination or
Correction
End
P: USW/TI/Applicant
T: 15 day-01month
P: USSO
T: 07 day
6
P: Upazila/city Loan Disbursement
Committee
T: 2-3 days
Reporting to higher
authority
No
10
Approval?
P: SSO
T: 5 days
7
Yes
P: USSO
Distribution of loan cheques/ T: 5 days
cash to the beneficiaries
9
8
P: USSO
T: 07 days
45
Responsible officials
z
z
z
z
USSO
Field Supervisor
Municipal/Union Social Worker
Training Instructor
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. 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.
z
z
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
z
Whom to complain?
UNO; DD, District Social Services Office
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
z
z
z
z
z
Others:
46
Start
1
Deposit of the fund to
bank account
P: USSO
T : 1 day
P: USW
T : 1 day
After collecting 80% of
the loan, preparation starts
for re-investment
11
4
Monitoring of
beneficiaries activity,
refund collection, deposit
of the refund to bank
account
P: USSW
T: 20 days
P: FS
Scrutiny of the loan applications,
preparation of loan applicants draft T: 07 days
list and forwarding them to USSO
P: USW
T: 15day-01month
P: USSO
T: 7 days
Approval?
P: PIC
T: 1 day
10
End
Re-examination or
Correction
No
6
Yes
Reporting to higher
authority
P: USSO
T: 05 days
Setting the time, date and place of
loan distribution in cash/cheques
P: USSO
T: 3-5 days
7
Distribution of cheques/
cash to the beneficiaries
P: USSO
T: 1-2 days
47
Responsible officials
Upazila/District level
Government/private
Hospital and Medical
College
z
z
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
z
Whom to complain?
(if expected service is not delivered)
z
z
z
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
z
z
z
z
z
z
Others:
48
P: Patient/Applicant
P: Patient/Patients
Representative
T: 30 min-1 hour
P: Social Worker/
Office Assistant
T: 30 min-1 hour
Re-examination or
Correction
End
Approval?
No
4
End
Yes
P: Office Asst. cum
Computer Operator
T: 10 min
P: USSO
T: 1-2 days
Reporting to
higher authority
6.2
Preservation of
documents at USSO
6.1
P: Patient/Applicant
Patient/Applicant
receives the benifits
6
Distribution of medicine/
diet/financial assistance
P: Social Worker
Office Assistant
T: 30 min-1 hour
49
Responsible officials
z
z
z
z
Upazila/Urban Social
Services Office
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 Allowance
Disbursal 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.
z
z
z
z
z
z
z
Necessary documents
z
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
z
z
z
z
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
50
Total Steps : 13
Total Personnel : 4 + Committee
Time : 3 months
Start
P: DG/Director (finance)
T: 15 days
P: USSO
T: 15 days
P: USSO
T: 5-7 days
P: UP Chair/USW
T: 15 days-01 month
Re-examination or
Correction
P: SSW/FS
T: 7-15 days
P: USSO
T: 15 days
End
Selection of
beneficiaries and approval
of priority list?
7
No
P: UPIC
T: 3-5 days
Yes
Preservation of
documents at
Upaziila Social
Services Office
13
Report is sent to
higher authority
P: USSO
T: 5 days
12
P: USSO
T: 5 days
P: USSO
T: 5 days
11
Withdrawal of allowance
by the beneficiaries
P: USSO,
Bank Manager
T: 7 days
10
P: USSO
T: 5 days
51
Responsible officials
z
z
z
z
Urban/Upazila Social
Services Office
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.
z
z
z
z
Necessary documents
z
z
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
z
z
z
z
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
52
Start
P: DG/Director (finance)
T: 15 days
P: USSO
T: 15 days
P: USSO
T: 15 days
Re-examination or
Correction
P: USSO
T: 3-5 days
End
No
P: USSO
T: 5 days
Selection of
Beneficiaries and approval
of priority list?
7
P: UPIC
T: 3-5 days
Yes
Preservation of
documents at Upaziila
Social Services Office
13
P: SSW/FS
T: 7-15 days
Report is sent to
higher authority
8
12
Beneficiaries open bank accounts
in their names.
P: USSO
T: 5 days
P: USSO
T: 5 days
9
Withdrawal of allowance by
the beneficiaries
P: USSO,
Bank Manager
T: 7 days
10
P: USSO
T: 5 days
11
53
Responsible officials
z
z
z
z
z
z
z
z
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
Problems in
receiving/
rendering service
a) Citizen level
b) Government
level
Others:
54
Urban/Upazila Social
Services Office
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 distributed
ceremoniously 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.
Necessary documents
Insufficient staff;
Lack of awareness among people regarding persons with disability;
z Lack of statistics about disabled students;
z Insufficient fund;
z Timely delivery of the stipend.
P: USSO
T: 1 month
P: USSO
T: 5 days
P: USW/FS
T: 7-15 days
P: USW/FS
T: 5-7 days
End
Re-examination or
Correction
No
Preservation of documents at
Upazila Social Services Office.
10
Reporting to higher
authority
Approval of prioritized
applicants list?
7
P: USSO
T: 5 days
9
P: USSO
T: 5 days
Yes
Distribution of cheques to
the beneficiaries.
8
55
3.10 Service Name: Allowance for Vulnerable Widows and Husband-Deserted Women
3.10.1 Service Profile
Service providing office
Upazila/Urban Social Services Office
Responsible officials
z
z
z
z
Urban/Upazila Social
Services Office
Maximum
3 months
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.
z
z
z
Necessary documents
z
z
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Implementation Policy of Allowance Program for Vulnerable Widow and HusbandDeserted Women.
Whom to complain?
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
56
z
z
Start
P: USSO
T: 15 days
P: DG/Director
(Finance)
T: 5-7 days
P: USSO
T: 15 days
3
Union Committee assumes its function after
receiving instruction about the program.
P: UP Chairman/USW
T: 15 day-01 month
Re-examination or
Correction
Approval of prioritized
beneficiaries list?
No
P: USW/FS
T: 7-15 days
P: USSO
T: 15 days
P: UPIC
T: 1 day
End
Yes
Reporting to higher
authority
P: USSO
T: 5 days
12
13
P: USSO
T: 05 day
11
57
3.11 Service Name: Livelihood Development Program for Dalit, Harijan and Bede Communities
3.11.1 Service Profile
Service providing office
Responsible officials
Upazila/Urban Social
Service Officer
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 are
above 18 years of age are provided with trade-based training. The trainees receive nonrefundable after-training financial assistance.
Necessary documents
z
z
z
Urban/Upazila Social
Services Office
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Livelihood Development Policy for Dalit, Harijan and Bede Community, 2013
Special Allowance: BDT 300/- per month
Stipend: 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/-
Whom to complain?
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
Others:
58
z
z
Insufficient staff
Inadequate fund
z Complicated verification process
z
Start
P: USSO
T: 5-7 days
P: DG/Director
(Finance)
T: 15 days
P: USSO
T: 15 days
3
Union Committee assumes its function after
receiving instruction about the program.
P: UP Chairman/USW
T: 15 day - 1 month
Re-examination or
Correction
End
Approval of prioritized
beneficiaries list?
No
P: USW/FS
T: 7-15 days
P: USSO
T: 15 days
P: UPIC
T: 1 day
Yes
Reporting to higher
authority
11
12
P: USSO
T: 5 days
P: USSO
T: 5 days
59
P: USSO
T: 1 month
P: USSO
T: 5 days
P: DG/Director (finance)
Fund is transferred to
Upazil Social Services Officer.
3
P: USW/FS
T: 7-15 days
P: Head Master
T: 07-15 days
P: USSO
T: 15 days
Re-examination &
Correction
End
No
Social Services Office
preserves the documents
P: USSO
T: 5 days
P: USSO
T: 5 days
Final prioritized
beneficiaries
list is approved?
7
Yes
60
Responsible officials
Urban/Upazila Social
Services Office
3-3.5 months
Upazila/Urban Social
Service Officer
Necessary documents
z
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
z
z
z
z
Others:
61
Start
P: USSO
T: 5-7 days
P: DG/Director
(Finance)
T: 15 days
P: USSO
T: 15 days
3
Union Committee assumes its function after
receiving instruction about the program.
P: UP Chairman/USW
T: 15 day - 1 month
Re-examination or
Correction
End
Approval of prioritized
beneficiaries list?
No
P: USW/FS
T: 7-15 days
P: USSO
T: 15 days
P: UPIC
T: 1 day
12
P: USSO
T: 5 days
62
Yes
Reporting to higher
authority
P: USSO
T: 5 days
P: USSO
T: 1 month
P: USSO
T: 5 days
P: DG/Director (finance)
Fund is transferred to
Upazil Social Services Officer.
3
P: USW/FS
T: 7-15 days
P: Head Master
T: 07-15 days
P: USSO
T: 15 days
Re-examination or
Correction
End
No
Social Services Office
preserves the documents
P: USSO
T: 5 days
P: USSO
T: 5 days
Final prioritized
beneficiaries
list is approved?
7
Yes
63
Responsible officials
Upazila/Urban Social
Service Officer
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.
Necessary documents
z
z
z
District/Upazila/Urban
Social Services Office
3 month
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.
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
Director (Program)
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
64
Lengthy procedure
Inadequate fund
Start
P: USSO
T: 7 days
P: Applicant
P: DD
T: 7 days
P: DG
T: 15 days
Re-examine or correction
P: Secretary
T: 15-30 days
5
No
End
Yes
P: DD
T: 5 days
Report is sent to
higher authority
P: DD
T: 5 days
65
Responsible officials
Upazila Social Service officer
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.
z
z
Necessary documents
z
z
Selected Upazila
Social Service Office
Selected Upazila
Social Services Office
3 month
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
Director (Program)
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
66
Inadequate allowance
Inadequate fund
Start
P: Applicant
P: FS
T: 7 days
Re-examination or
Correction
P: USSO
T: 7 days
P: Upazila Committee
T: 15 days
Upazila Committee
scrutinizes the applications and
forwards those with recommendation
to District Committee?
4
No
Yes
Re-examination
P: USSO
T: 1 day
P: DD
T: 7 days
End
P: District Committee
T: 15 days
District Committee
does the final scrutiny and selects
beneficiaries?
10
7
Upazila-wise beneficiaries
list is prepared
8
P: DD
T: 7 days
P: DD
T: 7 days
P: DD
T: 7 days
67
Responsible officials
Upazila/Urban
Social Services Officer
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. 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.
Necessary documents
z
z
z
z
Upazila/Urban
Social Services Office
Maximum 3 months
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
z
z
z
z
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
68
Start
Beneficiary replacement
process starts due to
current beneficiary's death
Govt. fund is
received for current
beneficiaries
Application is submitted
with necessary certificate
& documents
Honouriam is transferred
to the beneficiaries' bank
accounts
P: DG/Director (Finance)
P: USSO, UNO
T: 7-15 days
Re-examination or Correction
P: Upazila Committee
T: 1 day
The applications
are primarily approved with
recommendation?
7
No
End
P: USSO
T: 15 days
Yes
Applications are forwarded to District
Committee for final approval
No
Preservation of
documents at Upazila
Social Services Office
P: USSO
T: 1 day
Reporting to
higher authority
Approval?
P: District Committee
T: 1 day
9
Yes
Distribution of D-Half Books
to the beneficiaries
14
13
P:USSO
T: 5 days
P: USSO
T: 1 day
10
Informing the beneficiaries about
the issue of D-Half books and
transfer of honorarium to their
bank accounts.
P: Bank Manager
T: 7 days
11
12
P: USSO
T: 5 days
P: Accounts Officer/
Beneficiaries open bank accounts in their
Beneficiaries
names and their D-Half Books are issued. T: 5 days
69
3.16 Service Name: Alimony, Education and Training for Orphans of Government
Run Orphanages known as Children's Family
3.16.1 Service Profile
Service providing office
Sarkari Shishu Paribar
Responsible officials
z
z
z
z
Superintendent
Deputy Superintendent
Assistant Superintendent
Senior Brother/Khalamma
1 months 7 day
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.
Necessary documents
z
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
Whom to complain?
Director (Institution)
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
Others:
70
Insufficient staff
Lack of sufficient fund
Lack of modern technical training
Start
P: Applicant (Guardian)
Applications are submitted in prescribed T: 1 days
form at the Superintendent/
Deputy-Superintendents Office
P: Assistant Superintendent
T: 10 days
P: Deputy Superintendent
T: 7 days
Admission Committee
No
scrutinizes the applications and approves
admission depending on vacant seats
at the Childrens Family
P: Deputy Superientendent
4
T: 15 days
Re-examine or correction
Finish
P: Deputy Superintendent
T: 5 days
Yes
7
P: Deputy Superintendent
T: 5 days
71
Responsible officials
Baby Home
Superintendent
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.
Necessary documents
GD copy
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
Baby Home
Whom to complain?
DD, District Social Service Office
(if expected service is not delivered)
Director (Institution)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
Others:
72
Insufficient staff
Lack of sufficient funds
Lack of modern technical training
1 day
Start
P: Applicant
Re-examine or correction
P: Assistant Super
T: 1 day
P: DD/deputy super
T: same day
Authority takes decision regarding
the admission of the baby.
End
No
Yes
P: Assistant Super
T: Same day
P: Deputy Super
73
Responsible officials
1 month (subject to
Training and Rehabilitation
Center for Destitute Children vacancy)
Superintendent/Deputy
Superintendent
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.
Necessary documents
z
z
z
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
DD, District Social Services Ofiice
(if expected service is not delivered)
Director (Program)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
74
Start
P: Applicant
P: Assistant Super
T: 10 days
P: DD/Assistant Super
T: 15 days
Resident Admission
Committee, after scrutinizing
No
the applications, approves admission
of new residents, subject to
vacant seats at
the Center
Re-examine or correction
End
Yes
P: Assistant Director
T: 5 days
P: Assistant Super
T: 5 days
5
Report is sent to
higher authority
75
Responsible officials
z
z
z
Selected District/
Upazila Social Services Office
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.
Child's vulnerability
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
Project Director
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
76
Start
P: Applicant
Re-examine or correction
Application is scrutinized
P: USW/FS
T: 7 days
P: Deputy Super
T: 15 days
End
No
Yes
P: Deputy Super
T: 5 days
P: Assistant Super
T: 1 day
77
3.20 Service Name: Integrated Education Program for Visually Impaired Students
3.20.1 Service Profile
Service providing office
1 month
Resource Teacher
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.
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
Others:
Selected Educational
Institutions
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
78
Responsible officials
P: Applicant
Guardians submit applications in prescribed
form at the Resource Teacher/Deputy
Directors Office.
1
P: Resource teacher
T: 7 days
P: Deputy Director
T: 15 days
Concerned
Admission Committee
No
scrutinizes the applications and
approves admission depending on
available vacancy at selected
educational institutions.
Re-examine or Correction
End
Yes
P: Resource Teacher
T: 7 days
P: Resource Teacher
Admission of the visually impaired T: 7 days
students are completed.
Report is sent to
higher authority
5
79
Responsible officials
Superintendent
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.
Necessary documents
Application,
Disability Certificate and Identity Card
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
Whom to complain?
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
z
z
PHT center
30-35 days
PHT center
80
Start
P: Applicant
1
P: Assistant Superintendent
T: 10 days
Re-examination or Correction
P: DD/Super
T: 15 days
Concerned Admission
Committee scrutinizes the applications
and approves admission depending
on available vacancy.
No
End
Yes
Admission is completed.
4
P: Resource Teacher
T: 5 days
5
Report is sent to
higher authority
P: Resource Teacher
T: 5 days
81
Responsible officials
Deputy Director
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.
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
Director (Institution)
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
ERCPH Center,
Tongi, Gazipur
82
Start
P: Applicant
P: Assistant Superintendent
T: 7 day
Re-examine or correction
P: DD
T: 15 days
Concerned Admission
Committee finally scrutinizes
the applications, interviews the
candidates on the basis of their
preferred trade
End
No
Yes
P: DD
T: 7 days
P: DD
T: 7 days
5
Report is sent to
higher auhority
83
Responsible officials
Manager
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.
z
z
15 - 25 years of age
Have passed 8th class in school
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
Whom to complain?
DD, Disctrict Social Services Office
(if expected service is not delivered)
Director (Institution)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
84
Start
P: Applicant
P: Assistant Manager
T: 15 days
Re-examine or correction
P: General Manager
T: 15 days
3
Admission Committee
scrutinizes the applications and
approves admission depending
on availability of vacant
seats in various trades
No
End
Yes
Report is sent to
higher authority
P: General Manager
T: 5 days
85
Adolescent/Juvenile Development
Center
Superintendant
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.
Juvenile delinquent
Necessary documents
Court's order
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
86
Responsible officials
Director (Institution)
DG
Adolescent/Juvenile
Development Center
Total Steps : 6
Total Personnel : 3
Time : From the time of their
P: Applicant
P: Court
Learned court
orders that the children
who have encountered law
enforcement or are accused/convicted
through lawful proceeding
be kept in Development
Centre.
No
Re-examination/Release
Yes
P: Police
T: 24 hour
End
P: Superintendent
T: 1 hour
3
Report is sent higher authority.
5
Children get chance to meet their
legal guardians at the Center
P: Superintendent
T: 7 days
87
Responsible officials
Government Shelters
Assistant Director/
Sub-Assistant Director
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
Necessary documents
Court's order
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
z
z
z
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
88
Vagrant Controller
Deputy Director (Vagrant Program)
Director (Institution)
Start
P: Court
No
Re-examine or correction
P: Police
T: 1 days
Yes
P: Police
T: 24 hour
End
P: Assistant/Sub-Assistant Director
T: 1 hour
4
Report is sent to
higher authority
Trainings are arranged for the vagrants
according to their merit, skill and demand
5
6
P: Assistant/Sub-Assistant Director
T: 1 hour
P: Assistant/Sub-Assistant Director
T: 5 days
89
Responsible officials
Upazila Social
Service Officer
Court's order
Necessary documents
Court's order
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
DD, District Social Services Office,
(if expected service is not delivered)
DC,
Director (Program),
DG.
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
90
Start
P: Judge
P: Probation Officer/USSO
T: 15 day
P: Probation Officer/USSO
T: 15 days
P: Probation Officer/USSO
T: 6 - 12 months
Re-examination or Correction
P: Judge
T: 30 days
Court makes
decision regarding exoneration
depending on Probation Officers
report and other evidences.
6
Finish
Yes
Courts order of exoneration is sent to
police, Probation Officer, and, if
required, to jail authority
P: Judge
T: 30 days
P: Police
T: 3 days
91
Responsible officials
Manager
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.
Necessary documents
Official letter
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
z
z
z
z
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
Whom to complain?
DD
(if expected service is not delivered)
DD (Vagrant program)
Director (Institution)
92
Start
P: Court/Police/NGO
T: 1 day
End
Manager of the Training and Rehabilitation
Center receives them.
P: Manager
T: 1 hour
P: Manager
T: 5 days
93
Safe Home
Deputy Superintendant
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
Necessary documents
Court's order
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
(if expected service is not delivered)
DD
DD (Vagrant Program)
Director (Institution)
Problems in
a) Citizen level
receiving/
rendering service b) Government
level
Others:
94
Responsible officials
Start
P: Court/Police/NGO
T: 1 day
P: Police
T: 24 hours
End
P: Deputy-Superintendent
T: 1 hour
P: Manager
T: 5 days
Report is sent to
higher authority
95
Responsible officials
1-1.5 months
District/Upazila/Urban Social
Services Office
DD, District
Social Services Office;
USSO (Registration);
USSO
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.
District/Upazila/Urban Social
Service Office
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
96
start
Re-examine or correction
P: DD
T: 7 days
P: USSO
T: 3 days
End
P: DD
T: 7 days
The organization is
provided with a provisional
license based on primary inquiry
report and asked to submit
final documents.
4
Yes
No
P: DD
T: 2 day
P: DD
T: 2 day
Yes
P: DD
T: 7 days
6.1
11
No
A copy of the
application/documents are
sent to NSI to fetch their
opinion
P: DD
T: 7 days
Decision about
granting registration is taken
based on the NSIs report and
final inquiry report?
6.2
Report
P: Investigation Officer
Notice is sent to the organization to
ensure that its members are present
during on-the-spot inquiry
P: USSO
T: 3 days
P: SSO
T: 7 days
97
Responsible officials
4 months
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.
Private orphanages
Necessary documents
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
DD, District Social Service Office/Director (Program)
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
Others:
98
Start
P: Deputy director
T: 15 days
P: Director General
T: 15 days
4
P: Secretary SWM
T: 15 days
No
Finish
Re-examine or correction
P: Authorities of the
concern orphanage
Orphanage receives
cheque.
12
P: USSO
T: 5 days
USSO distributes
cheque to the orphange.
Yes
11
P: Secretary SWM
T: 5 days
P: USSO
T: 1 day
USSO verifies
the bill and after countersigning
sends it to Accounts Office
P: USSO
T: 5 days
99
Responsible officials
1-3 months
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.
Necessary documents
As per notification
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Whom to complain?
DD, District Social Services Office
(if expected service is not delivered)
Problems in
a) Citizen level
receiving/
rendering service
b) Government
level
Others:
100
Start
P: Applicant
1
P: USSO
T: 15 days
Re-examine or correction
P: Upazila/District Social
Welfare Committee
T: 15 day
After scrutinizing
the applications a primary
list of beneficiaries is prepared.
No
3
End
Yes
P: USSO
T: 1 days
P: USSO
T: 1 day
P: DD
T: 10-15 days
District Social
Welfare Council scrutinizes the
list/applications, prepares a proposal
about grants and sends it to
National Social
Welfare Council
5
Yes
No
8
P: Executive Secretary
T: 30 days
101
Responsible officials
15-30 days
Manager (Production)
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.
Necessary documents
Doctor's prescription
Necessary fee/tax/charge
Whom to complain?
DD, URCPH
(if expected service is not delivered) Director (Institution)
Problems in
a) Citizen level
receiving/
b) Government
rendering service
level
Others:
ERCPH
Related laws/rules/policies
102
Start
P: Applicant
End
103
Responsible officials
1 day
Deputy Superintendant
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, preprimary education, sports and entertainment.
Necessary documents
Application
Necessary fee/tax/charge
Free of cost
Related laws/rules/policies
Problems in
a) Citizen level
receiving/
b) Government
rendering service
level
Others:
Whom to complain?
DD,
(if expected service is not delivered) Director (Institution)
104
Start
P: Applicant
Application Denied
Centers Management
Committee after scrutinizing the applications
approves admission depending on
availability of vacant seats?
2
No
P: Admission Committee
T: Same Day
Yes
End
105
Deputy Director
DG
Director General
DSS
Department of SocialServices
ERCPH
FS
Field Supervisor
MGD
MoSW
NESS
NID Card
NSARP
NSR
PWDs
RMC
RSS
SPS
SSO
TIN
UISC
UNO
UPIC
USSO
USW
VAT
Process
Start/End
Process Step
Decision
Ovals mark represents the first step and the final step of the process
106
List of district and Upazila level offices whose Service Profile Books have been published
Book
Code
Office Name
Directorate/Organization
Ministry/Division
.......
2/36
.......
Ministry of Land
3/36
Ministry of Agriculture
4/36
5/36
6/36
Circle/Police Station
Police Headquarters
Ministry of Home
7/36
Directorate of Fisheries
8/36
9/36
10/36
11/36
12/36
Ministry of Education
13/36
14/36
15/36
Directorate of Food
Ministry of Food
16/36
17/36
18/36
Directorate of Cooperative
19/36
20/36
Ministry of Home
21/36
22/36
24/36
Ministry of Home
25/36
26/36
27/36
28/36
29/36
Ministry of Home
30/36
31/36
Ministry of Information
32/36
33/36
Ministry of Industries
34/36
Directorate of Sports
35/36
36/36
37/37
Power Division
107