sop for helpline
TRANSCRIPT
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te
Legal
Services
AuthoritY
House
Courts,
New
Delhi
"dfl
qEr
Ef
DARD
OPERATING
PROTOCOL
R
LEGAL
SERVICES
HELPLINE
NUMBER "15
L6,,
Delhi
St
Patial
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STANDARD
OPERATING
PROTOCOL
FOR
LEGAL
SERVICES
HELPLINE
NUMBER
,1515,,
N STATEMENT
is widely
publicising
its Helpline
Number
besides
its various
rvices
programmes.
ln order
to ensure
that
the calls
of
the
id
seekers
are
attended
in
a
professional
manner,
it
is
rnt
that
the
following Standard
Operating
Protocol
(SOP)
l.,
l,
, -:.
r'
be
in
Rface:.,to.?.... ,ib;:.,,,.1. ,1
glig.vElces
of the
Legal
Aid
.
The
sops.,,aft'iint6'fiildIi:fr
t:only
to
meet routine or
day
legal
queries
but
also
to
meet
any
exigency
or emergent
n
that
tG caliar:..,.'Mffip,facin$.
The caller
who makes
'
-:::r':rr
.
,'..'
:"
":::::"':ji:i::::::''il:.lllili''1" :r1r,r,,,,,.,,,,.
.:'1.
iii,i:,,rr
.,
over
telbftroni.
i[&tA,gt*a.i*ponse
from
the
Legal
.:..:.:,:iil:.
,...t::.::.''
-ta
.
:
t
Advocatg'S1in.,,,qi'rnanner
tha
exhibits
a
great
level
of trust
,...:;..:..'.,.... ...']..']l.j..];ii ';],]]]]]']]]'']].lr:ll. il:lll .:
i n
d
of s
e rvi
ce s,
t'h'e'i''tfiei:ial'ldi',;n
a
y,
u
I
t
i
m
a
te
ly be
:iett
i n
g.
n
receiving a
call, the attending
Legal
Services
Advocate
or
e
Staff should
wish
'Nomqste'
or
greet
him/her
with
Good
Morning',
'Good Afternoon'
or
'Good
Evening'
(as
the
ase
may be);
he Legal Services
Advocate
should
identify
himself/
herself
n brief by stating
that
he is an
empanelled
Advocate
peaking
on behalf
of
Delhi
State
Legal
Services
Authority
long with
name and
ask the
caller
in
a
vernacular
Hindi or
nglish
as
to
how
he
can
help
him
/
her.
For
instance,
"How
Protocol
of
Helpline No,1516
Page 1
of
5
situati
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(c)
(d)
(e)
rn
Standord
Operatin'
(f)
an I
help
you?"
or
"Mein aapki
kya
sahayta
kar
sakta/sakti
n".
'he
Receiver
at
the
Front
Desk
operating
the
helpline
5 6"
or the
Legal
Services
Advocate
at office
working
rours
shall
at all
the
times
be
polite,
courteous
and
engage
r
active
listening
to
elicit
relevant
information
or
grievance
hat
has been
raised
by the
caller;
tll
endeavour
shall
be
made
to
keep
the
conversation
short
rut in an
informalfve
and
ad:visory
manner;
.e n
gthy
d
iSin
is
ion-,itQh,;ra&ts,j
a
n d/o
r'l
aw
s h o
u
I d be
a vo
i
d
ed
'---:
-
rnd
after
asBbr.taining
juri$dictlon
concerned
where
Legal
,
iervices,
i
td.',U.',nr$Yideil.ithei,,eller.
may
be
guided
to
;";
pproacr',ffi.ildnt
o-ifice
of
trre
oM
ccihcerned;
'he
Recei$C,iL,o6'l.,a'td:nOirig,:pErsqin,
is
expected
to know
the
ollowing
cate,or:ies
.bt:"perSiiits
who
are
entitled
to free
.egalAid
Services
and
Advice:-
i..
i
,:.
,:,i
i;f.:]r.fr,ra
lrA
m
em
bei'6t''sch
eo
u
t
eo Caste
or. Sch
ed
uleU,tri
be.
A
woma
n
",Ol,.,4,ph
i d-.,,..'..,
.,,-;,;,)
An
industrial
workman.
n
person:,.in'
cu.sto$U;,,iryiffing"',
child
in
a
protective
home
and
a mdnta'lhi'iil
peison
in a
psychiatric
hospital
or
nursing
home.
A
victim
of
trafficking
in human
beings
or
begar.
A
person
with
disability
such
as
suffering
from
blindness,
locomotor
disability,
hearing
impairment,
mental
illness
or
retardation
or
leprosy
cured.
A victim
of
mass
disaster,
ethic
violence,
caste
atrocity,
flood, drought,
earthquake
or
industrial
disaster.
A
Transgender
with
an
annual
income
of
less
than
Rs.2,00,000/-.
:
Protocol of
Helpline
No.1516
Page 2 of
5
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A
Senior Citizen
with an
annual
income
of
less than
Rs.2,00,000/-.
Any other
person
with
an annual
income
of
less than
Rs.1,00,000/-.
in case any
information
is
sought
on
phone
about
al
Services,
the
Caller
must be attended
irrespective of
e
fact that
caller
falls in eligible
category
or
not.
Receiver/Attending
Person
shall
ensure
that the Caller
properly
informed and
guided
in
regard
to this
query
or
ievance
and should
trconclqde
the
call
by
politely
saying
,
',.
'.
',
1f;;,;,
..,g1;1,1:"''"
-':i'
l':r:l:t;,:..r::::
ll:::"
'"''l''l::,-r.,,.,.,-.-
it
u a
tio
n
i$,'a:n:em'e$e
nf'..0trd,1;2h6r
resq i
5e
rvi
ces
Advocate
hall,
i1
torn
ili616:,,S1$*$$$ned
Authoritv
to assist the
.i,:::t
..j.:t:::.::..:::::::j:.:.:,::::;:::atl::.::illtlttritlta,;;ii? .
?
i
edy/catler,aS'per
Law.
ln
case
of
such
eme'rgeht
situation,
re.Legal
Stifices
Advocite
shall
verbally':'sr
in
writing
foimlthe seD,rc 3..Iv..1,u.1,7,|5,,?
D,ig\iict
c.o as*ned
or the
p.s.
to
.:::.::):.).a::t::.:1:::'.:tt:)':::.t:)...t .:'-.'
:
e Seiretaii
tpr fgildfi'il|
qction,
if any.
re
Secretary
cif'*the
DLSA concerned
in such emergent
ation shall follow
up
the
matter
with the
concerned
uthorities
and take
all
necessary
steps
to
ensure
the
ievances
of the
Legal
Aid
seeker
is redressed,
and
shall
ocument
the same at their
end
and
send
a
copy of
the
ion Taken Report to the
Central
Office,
DSLSA
forthwith.
fter
office
hours i.e. 5.00
p.ffi.,
the
call will
be transferred
anyone
of the
Legal Services
Advocates
who
shall
be
tified
in this
regard.
of
Helpline No.7516
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uch
notified
Legal Services
Advocate
shall
keep
the mobile
andset
provided
to
him
by the
Authority,
sufficiently
arged
with
volume of the
ringer
at suitable
level so that
hances of the
ring not being
heard are
ruled
out.
ven if the call
is received
late
at
night,
he/she shall
attend
e call
without
getting
disturbed
and shall
answer/satisfy
ll
the
queries
of
the caller
promptly
and
efficiently.
LSA
hall
maintain a
record
of
such
calls
in the
manner
rescribed and
submit:the.saine
to
DSLSA
in the
morning or
.
:,,,
,,;:
.
..a.
ext
workihg
day
in,,,,0a,$e:,Qjs,ny
holiday.
'";t''::
t):'
"
l:'
case
Legal,,,S6,iVices
adVotate,,,is
unable
to
take
a
call due
egories
of
persons
entitled
to
free
legal aid
services
and
vice.
DOCUME
ollowing
instructions
shall
be
followed
in
regard
to
ining
Helpline Call
Data:-
must be maintained
in the
format
that
has
been devised
DSLSA
which
is
Annexure
'A'to
this
SOP;
of
Helpline
No.1516
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me of the
Caller
and
the
place
from
where
one
is calling
seeking
information
must
be
recorded;
ller's
contact
number
must
be
recorded
so
that
required
formation
can
be
given
in case
the
information
is
not
adily
available;
urpose
of
call must
be
recorded giving
an
account
or
detail
the
information/query
which
has
been
raised;
he
column
for
additional
remarks
indicates
what
advice,
if
ny
has
been
given;
he column
for follow
up action
must
indicate
"Yes
or
No"
nd as
and
when any
follow up
action
is
taken,
the
same
be
with details
of
the
r,.,.
',
"
'..'*a)ij,i.,.,ll'
..i
t
'U;$g''.
,..,,
I
e,vqn
D ist rict
ffi
a_1. glr-i.e5
A u
t
h
o
r.iti
gs;'th
e
U,ju;n
ct
i o n a r
i
e
s
:,
,.
-i
-
rt
l*itrrr?rr?flIi*....i:r'
:
,;.
,
I
I
f".
s
also
the
Po-lice'stiiib,ns,uidei
tlreir
jurisdictions.
perintendgnt,
Establishment
Wing
shall';alSb
ensure
that
-
-rslai.'
fr e Gga
I
)ei.
rc,Ad,ffi$,,,,,i..,,l.
h"o,9
r6,,.d'pe
rati
n
g
H
e
I
p
I
i n
e
to.
"isreiitti" t"oiiffidetSili'llof
all the
child
welfare
ommittees
as
also acirbdited
NGOs
who
are
working
with
LSA
or otherwise
particularly
the
NGOs
who
are
dealing
ith
Juvenile
in
Need
of
Care
and
Protection,
destitute
n,
children
suffering
with
MR
or
physically
andicapped
children,
old
or
infirmed
persons.
receiver/attendant
person
shall
ensure
that
the
elephone
line
and
the
instrument
are
in
good
order
and
in
unctional
condition,
ahY
fault
must
be
brought
to
the
Protocol of
Helpline
No.1516
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