SOP for Helpline

7/25/2019 SOP for Helpline

1/8

te

Legal

Services

AuthoritY

House

Courts,

New

Delhi

"dfl

qEr

Ef

DARD

OPERATING

PROTOCOL

R

LEGAL

SERVICES

HELPLINE

NUMBER "15

L6,,

Delhi

St

Patial


2/8


3/8

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


4/8

(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


5/8

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

Page 3 of 6


6/8

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

Page 4 of 5


7/8

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

Page 5 of 6


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