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Operation Manual Concept Note We at Navkshitij Organisation strive to bring effectiveness in all operations. Having systems in place helps to achieve this with ease. It also brings better clarity of thought to everyone, especially when interacting with people outside the organisation.

We strongly believe that professionalism in operations helps to better serve the cause of the organisation.

Having an Operation Manual as a document will also help us and other organisations working in the same field to run all programs effectively. The Operation Manual will serve as a ready reckoner for everyone concerned.

Caring for the Mentally Challenged

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Confidential www.navkshitij.org

Operation Manual

Document History: Name of the Documents Operation Manual Owner Dr. Neelima Desai, Navkshitij Edition Number Edition 2 Created On Modification History Revision 1: Aug 2017 Revision 2: Nov 2018 Revision 3:

http://www.navkshitij.org

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Operation Manual

Contents CONCEPT NOTE ................................................................................................................................................ 1

DOCUMENT HISTORY: .................................................................................................................................... 2

HUMAN RESOURCES ....................................................................................................................................... 8

Organisational Chart ........................................................................................................................ 8

Recruitment Process at the Organisation ......................................................................................... 9

Joining Process ............................................................................................................................... 10

Induction Process for Employee ..................................................................................................... 11

Induction Process for Volunteers from Abroad ............................................................................... 11

Personnel Policy Document ............................................................................................................ 13

Terms of Employment.................................................................................................................... 13

Working Hours ............................................................................................................................... 14

Office Conduct ............................................................................................................................... 14

Salary and Perquisites .................................................................................................................... 16

Expense and Reimbursements ....................................................................................................... 16

Tours and Travel ............................................................................................................................ 16

Performance Appraisal .................................................................................................................. 16

Leave ............................................................................................................................................. 17

Separation ..................................................................................................................................... 20

Policies for Strategic team .............................................................................................................. 21

JOB DESCRIPTIONS........................................................................................................................................ 22

President ....................................................................................................................................... 22

Treasurer ....................................................................................................................................... 24

Secretary ....................................................................................................................................... 25

Trustee Members........................................................................................................................... 26

Advisory Members ......................................................................................................................... 27

Director ......................................................................................................................................... 28

Superintendent .............................................................................................................................. 30

Public Relations Officer .................................................................................................................. 35

Administration Manager ................................................................................................................ 36

Vocational Training Centre Manager .............................................................................................. 38

Coordinator ................................................................................................................................... 39


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Operation Manual

Caregiver ....................................................................................................................................... 41

Housekeeping ................................................................................................................................ 42

Admin Assistant ............................................................................................................................. 43

Kitchen in-charge cum cook ........................................................................................................... 44

Washer man/Washerwoman ......................................................................................................... 45

Peon .............................................................................................................................................. 45

Watchman ..................................................................................................................................... 46

Gardener ....................................................................................................................................... 46

HEALTH AND SAFETY ................................................................................................................................... 47

Safety in the Premises .................................................................................................................... 47

Health Check-ups ........................................................................................................................... 48

Daily and Regular Cleaning ............................................................................................................. 49

Safety Measures during Events ...................................................................................................... 50

Parvati Climbing Competition ........................................................................................................ 50

Monthly One-day Trek ................................................................................................................... 51

Street Play and Walkathon ............................................................................................................. 52

Trekking in the Himalayan Region .................................................................................................. 53

Annual Shopping ............................................................................................................................ 54

Participation in Exhibitions............................................................................................................. 55

Picnics ........................................................................................................................................... 56

Jungle trail ..................................................................................................................................... 57

Sea Shore Picnic ............................................................................................................................. 58

Daily evening walk ......................................................................................................................... 59

ADMINISTRATIVE PRACTICES: .................................................................................................................. 60

Parent Enquiries for Residential Facility.......................................................................................... 60

Application process ........................................................................................................................ 62

Purpose: This process is important for the smooth functioning of the organisation, as the information provided in the application form is useful during the rehabilitation of ........................ 62

Project Review Meetings ................................................................................................................ 74

General Office Management .......................................................................................................... 75

Transport Management ................................................................................................................. 76

Process for making payments ......................................................................................................... 78


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Operation Manual

Security .......................................................................................................................................... 79

Movable Asset Management.......................................................................................................... 79

IN HOUSE ENGAGEMENT ............................................................................................................................. 80

Festive and Social Events................................................................................................................ 80

Ashadhi Ekadashi ........................................................................................................................... 80

Guru Purnima ................................................................................................................................ 81

Nagpanchami................................................................................................................................. 82

Raksha Bandhan ............................................................................................................................ 83

Gokulashtami ................................................................................................................................ 84

Ganesh Chaturthi ........................................................................................................................... 85

Dasara ........................................................................................................................................... 86

Kojagiri .......................................................................................................................................... 87

Diwali ............................................................................................................................................ 88

Sankrant ........................................................................................................................................ 89

Holi ................................................................................................................................................ 90

Dhulivandan/Ranga Panchami ....................................................................................................... 91

Gudhi Padwa ................................................................................................................................. 92

Other Celebrations ........................................................................................................................ 93

Family Interactions day .................................................................................................................. 94

Sibling’s day ................................................................................................................................... 94

Parents’ Meeting ........................................................................................................................... 95

Annual Day .................................................................................................................................... 96

One to one meetings with Parents ................................................................................................. 96

Meeting related to annual outing .................................................................................................. 97

Family (Parents and Siblings) Support Group .................................................................................. 98

Excursion ....................................................................................................................................... 99

Trekking in the Himalayan region ................................................................................................... 99

Jungle trail ................................................................................................................................... 100

Monthly one-day trek .................................................................................................................. 101

Picnics ......................................................................................................................................... 102

Awards Instituted ........................................................................................................................ 103

OUTSIDE ENGAGEMENT............................................................................................................................. 104


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Social Awareness ......................................................................................................................... 104

Monthly Traffic Awareness Program ............................................................................................ 104

Walkathon and Street Play on October 2 ..................................................................................... 105

Being environment friendly.......................................................................................................... 106

Promotional plans and activities .................................................................................................. 107

Event ........................................................................................................................................... 108

Parvati (Small Hill with easy pathway) Climbing Competition ....................................................... 108

Interschool Drama Competition ................................................................................................... 110

Monthly trekking ......................................................................................................................... 112

Annual outing .............................................................................................................................. 114

WORKSHOP ACTIVITIES ............................................................................................................................ 116

Overall schedule .......................................................................................................................... 116

Details about workshops .............................................................................................................. 117

Production Details........................................................................................................................ 118

Chocolate Works ......................................................................................................................... 118

Paper Lantern Making .................................................................................................................. 118

Candle Making ............................................................................................................................. 119

Jewelry making ............................................................................................................................ 119

Making Decorative Envelopes ...................................................................................................... 119

Making Handmade Paper Bags..................................................................................................... 120

FINANCIAL POLICIES .................................................................................................................................. 121

Procurement policy ...................................................................................................................... 121

Policy for Purchase and Sale/Disposal of Assets............................................................................ 122

Purchase of Assets ....................................................................................................................... 122

Sale/Disposal of Assets ................................................................................................................ 122

Records and Reviews ................................................................................................................... 123

Fund Raising Strategies ................................................................................................................ 124

Background: ................................................................................................................................ 124

Strategy: ...................................................................................................................................... 124

Types of sponsorship/donations: ................................................................................................. 124

Accounts Policies ......................................................................................................................... 125

Receipts ....................................................................................................................................... 125


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Payments ..................................................................................................................................... 126

Cashbook ..................................................................................................................................... 127

Registration and licenses .............................................................................................................. 127

Tax exemptions details ................................................................................................................. 127

Returns ........................................................................................................................................ 127

Compliances ................................................................................................................................ 127

Payroll ......................................................................................................................................... 127

Expense and Reimbursements ..................................................................................................... 128

ACKNOWLEDGEMENT ................................................................................................................................ 129


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Operation Manual

Human Resources

Organisational Chart

Director

Workshop Manager

Workshop Coordinators

Workshop Assistant

Coordinator

Caretakers Cook

Assistant Cook

Housekeeper

Housekeeping Assistant

Driver Watchman

Admin Manager

Accounts Assistant

Office Assistant

Admin Assistant

Public Relations and HR


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Operation Manual

Recruitment Process at the Organisation Purpose of this process: To enhance the hiring process

Applicable to: Management &Recruitment Team

Owner of the process/activity: HR Team

Executor/implementer: HR Team

Process:

Prepare recruitment calendar Identify role/designation Develop job descriptions, if the role is new Develop compensation package, if the role is new Invite applications/recommendations from employees Advertise post Conduct initial screening/short listing of candidates Organise preliminary interviews Organise final interviews Hold brief sessions with concerned authorities about the decision Negotiate with selected candidate and close the offer

Revision Date:


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Operation Manual

Joining Process Purpose of this process: To have a smooth orientation for the recruit

Applicable to: HR Team



Process:

When an employee joins the organisation, on the first day he/she is required to furnish the following documents:

Experience and Salary Certificate from previous employer Relieving letter from previous employer, where applicable Proof of Qualifications (Certificates/Mark sheets) Copy of birth certificate or other verification for date of birth 2 Passport size photographs Copy of driving license (in cases where driving is a part of the role at the organisation) Proof of permanent address Medical fitness certificate Adhaar Card Pan Card

Organisation provides:

Joining letter(as per the organisation format) Job Description document Identity card

In case of any change in personal data, especially pertaining to those given below, an employee should update her/his personal records for future reference, by sending the information to Admin or to Accounts.

Residential Address and Telephone number Change in Marital Status Additional qualifications obtained

All employees will be on probation for a period of at least six months. The management may use its discretion and reduce or waive the probation period in the case of an experienced professional. At the end of six months, there will be a performance review, based on which the employee will be confirmed to the services of organisation. In case the performance of the employee is not satisfactory, the same will be communicated to the employee and his/her probation should be extended by another six months. However, if the performance is unsatisfactory even after the extension of the probation period, her/his employment with organisation is liable to be terminated.

Revision Date:


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Induction Process for Employee Name of employee joining Status Role Date of Joining Mentor assigned Discussion with Admin Manager or Coordinator

Date and time Role, HR processes, Code of conduct, Salary details, Leave policies

Organisation tour Date and time Who will facilitate Meeting with Director Date and time Observation Period Introduction to the Team and Special Friends

Date and time Who will facilitate

Review plan dates 1 Date and time Details of review 2 Date and time Details of review 3 Date and time Details of review 4 Date and time Details of review

Induction Process for Volunteers from Abroad Name of volunteer Status Work profile

Date of Joining Period of volunteering Number of hours per day Frequency in a week Nationality Mentor assigned Discussion with Volunteer Coordinator

Volunteer policies and work procedures

Organisation tour Meeting with Director Introduction to the team and Special Friends

Review plan dates 1 2 3 4 Last day at Organisation

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feedback from volunteer>

List of documents to be presented to the organisation


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Personnel Policy Document

Terms of Employment Applicable to: All Employees and Volunteers



The organisation is glad to have you as a part of it and presents this document in the hope of making you feel easy and comfortable in the new work surroundings.

An employee joining the organisation is required to furnish the following documents on the first day:

Experience & Salary Certificate from previous employer o If not available, a declaration from the employee needs to betaken

Relieving letter from previous employer, where applicable Proof of Qualifications (Certificates/Mark sheets) Copy of birth certificate or other verification for the date of birth 2 Passport size photographs Copy of driving license (in cases where driving is a part of the role at the organisation) Residence/address proof Medical fitness certificate

Organisation provides:

Joining letter - As per organization format Job Description document Identity card Residence allotment letter, if staying in the premises (as per organisation format)

In case of change in any personal data, especially pertaining to those given below, an employee should update his/her personal records, by sending the information to the Admin Manager or Accounts.

Residential Address and Telephone number Change in Marital Status Additional qualifications obtained

All employees will be on probation for a period of at least six months. The management may use its discretion and reduce or waive the probation period for an experienced professional. At the end of six months, there will be a performance review, based on which the employee will be confirmed to the services of organisation. In case the performance of the employee is not satisfactory, the same will be communicated to him/her, and the probation may be extended by another six months. However, if the performance is unsatisfactory even after the extension of the probation period, his//her employment with the organisation is liable to be terminated without any notice period.


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Operation Manual

Working Hours The office/field working hours are based on the needs and demands of projects. Therefore, a separate note will be circulated. There are six working days. Weekly off is in rotation’s a matter of discipline, all employees are required to sign in the register upon arrival every morning. Strict adherence to the same is expected. Every employee should arrive on time. Late coming will be viewed seriously and disciplinary action may be taken.

In case an employee is asked to come to work due to exigencies of work, s/he may avail of a compensatory off on another day, with written approval from the Admin Manager.

Office staff: 9.00 AM to 6.00 PM. Sundays off Workshop Staff: 10.00 AM to 5.00 PM. Sundays off Caregiver: 7.00 AM to 11.30 AM and 12.45 PM to 2.30 PM and 4.15 PM to 9.30 PM Weekly off in rotation Kitchen Staff: 8.00 AM to 5.00 PM. Weekly off in rotation Gardener: 8.00 AM to 5.00 PM. Weekly off in rotation Security Staff: 7.00 AM to 7.00 PM. Weekly off in rotation Driver: 8.00 AM to 8.00 PM. Sundays off. If the Director stays overnight, then he will be on duty half day following day. Remaining hours of that day will be an off for him. Overtime charges: Rs. 20 per hour. (If he works for more than 30 minutes, it will be considered overtime.) If oganisation has another bus of 4 wheeler driver’s duty should be 8.00 AM to 8.00 PM and weekly off should be decided as per organization convenience.

Office Conduct The underlying philosophy of all aspects in this Handbook is discipline and integrity at all times. As it is not possible or feasible to list out every aspect in the written form, it is recommended that the code of conduct is valued. In case of violation or misconduct, the organisation has the right to act, which can include termination or suspension of the employee, as the situation warrants. This covers direct work performance, work-related conduct and general values of the society.

The organisation believes in protecting the self-respect of all our employees. Therefore, any person found misbehaving with or harassing any other employee and/or beneficiaries will face serious consequences and may have to leave the organisation with immediate effect.

All employees are required to wear the organisation uniform, especially when attending business meetings, visiting other organisations and going out in an official capacity. The uniform should be neat and clean.


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Operation Manual

On Wednesdays and Sundays, the employees may wear casual clothes. On other days, if an employee is found in casual clothes during working hours, he/she will be asked to pay a penalty of Rs. 30, which will be deducted from the salary.

The casual wear must always be tidy and modest. However, any employee who is required to attend business meetings or other outside engagements on Wednesdays and Sundays, and on non-working days, are expected to be in organisation uniform only.

Revealing/indecent articles of clothing and strong perfumes must be avoided.

Where an employee is paid honorarium or fees for making an organisation presentation, giving a lecture or taking a training session, such honoraria are treated as income of the organisation and are to be handed over to the organisation.

The organisation wants to maintain high standards of integrity. Therefore, any misconduct, such as taking office materials home for personal use will be seriously dealt with, as such activities amount to theft.

It is understandable that some personal calls must be made during business hours. However, the number and duration of these calls must be kept to a minimum. The organisation also does not encourage the use of STD facility to make personal calls. However, in case of emergency, the employee may do so with prior approval from the Manager and reimburse the cost of such calls.

Personal visitors to the office may be received in an area where other employees will not be distracted. The meeting should be kept as brief as possible.

All employees are expected to keep their work area neat and clean to promote an organised workflow and to maintain an attractive office facility. Dustbins should be used for the materials treated as waste.

While leaving the office, employees must ensure that their tables are clean, chairs are in proper place, with the lights and fans switched off. The person leaving the office last must lock the office.

Any defect/problem must be registered in a separate notebook/register with the Admin Manager so that there is no disruption in the workflow.

Managers/superiors in the organisation are encouraged to have greater interaction with their subordinates (going beyond their work life), as this will help gauge employee problems better and will act as a motivator for them.

However, development of intimate personal relationships between co-workers is discouraged, and may warrant termination of employment.

Only authorised people should speak to the press. If any individual press person contacts an employee, s/he must be directed to the spokesperson designated by the organisation to speak to the press. Currently, the person designated is Founder President and Managing Director Dr. Neelima Desai.


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Salary and Perquisites Salaries are paid on the 5th of every month for the preceding month, by direct transfer to the employee’s bank account, or in cash, if an employee does not have a bank account. One month’s time can be given to open bank account and then cash payment may be stopped.

Certain reimbursements are usually made as cash payment against vouchers/bills, which are to be submitted within 24 hours of the transaction at concerned department.

Tax is deducted at source as applicable. All eligible employees are given provident fund as per the Provident Fund Act.

Expense and Reimbursements Except for Admin and Accounts, employees are not normally expected to incur any expenses on behalf of the organisation, except for travel and conveyance. Therefore, advances are given to Admin staff to meet operating expenses, and to all staff when required for long distance travel.

For purchase of daily use items such as kitchen grocery, files, photocopying, booklets, courier/postage, repairs and maintenance etc., the employees should contact Admin. In case of items costing more than Rs. 1000, the employee should ensure that the Director’s approval has been obtained. Employees can claim such expenses by submitting a weekly voucher, along with the bills. Payment for the vouchers will be done only after approval by the Director. All purchases of capital assets are in line with the Asset Purchase policy.

Tours and Travel Expense on conveyance from residence to office and back to residence may be part of the employees’ salary or can be claimed separately. In case an employee needs to go on official tour, prior permission must be sought from the Director. Normal eligibility for travel should be second sleeper class and/or actual bus fare. Travel advance will be given as per need. On return from the tour, the employee must submit a Tour Expense Statement and bills within 48 hours. When executive committee members go on official tour, the eligibility for travel reimbursement is Air fare/3-tier AC rail fare/fuel and driver expense for car where applicable. While on tour, an employee should be entitled as food expenses of Rs. 100 per day; it may vary as per town or city they are visiting. For executive committee members, boarding expenses will be paid as actual. Bills are required for these expenses. Actual lodge fare will be paid against bills and it should be within the limits as per the town/country the staff/trustee is visiting and as per the decision given while leaving for the tour.

Performance Appraisal The appraisal should be considered necessary for the organisation’s overall performance against its vision, mission and commitment to its projects. Goals should to be set at the beginning of the year (April 1–March 31) on a yearly basis. For new employees, one month’s goals should be to be set on the Date of Joining. After every six months, there will be a review with the Manager (in October). The first review for the new employees can happen after one month. After that, new goals and targets should be set and then the half yearly review pattern can be followed. At the end of the year, there will be an Annual Review. Increments/re-designations can be decided after that, and will come into effect on the following April 1.


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Leave The year for calculation of leave is the same as the financial year, i.e., April 1-March 31. Pro rata adjustments will be made to bring the entitlements in line with this. Employees who are working as residential staff are eligible for 14 days’ leave (7 days of Diwali vacation and 7 days of summer vacation). Residential staff is eligible for 10 days and office staff is eligible for 16 days’ casual leave and 2-3 days of Diwali holidays, with no summer vacation. In addition, all staff will get 8 days of public holidays and 6 medical leaves in a year (April to March). The watchman will not get a holiday when all other staff is on vacation. Watchman is considered as day staff. Married women employees are eligible for Maternity Leave of three months after completion of two years of service in the organisation. An employee seeking leave must take prior approval from the concerned head. It cannot be claimed as a matter of right; it will be granted at the discretion of the superior. If prior sanction is not taken, the absence will be considered as leave without pay. Intimation over the phone will not be considered as sanctioning of leave. Leave taken over and above the eligible leave will be treated as leave without pay. Prior written permission is required to go on leave without pay. Residential Staff leave/holidays/weekly off details:

Type Number of days Diwali 7 days (including 1 weekly off) Summer 7 days (including 1 weekly off) Casual Leave (CL) 10 days (Maximum of 3 days’ leave can be a taken at a stretch.

If it is more than 3 days, it will be considered as unpaid leave. If there is a Sunday between 2 CLs, the Sunday too will be considered as a casual leave.)

Medical 6 days (If weekly off falls in between, it will be counted as a day of medical leave. These should be taken minimum 3 days or 6 days in continuous.) Doctor certificate is must for leave approval.

Weekly off In rotation so that operations in the organisation are smooth. Accumulated weekly off can be taken as continuous leave in the defined quarter.


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Day Staff leave/holidays/weekly off details:

Type Number of days Diwali 2–3 days (including Sunday) Casual Leave (CL) 12 days (Maximum of 3 days’ leave can be a taken at a stretch.

If it is more than 3 days, it will be considered as unpaid leave. If there is a Sunday between 2 CLs, the Sunday too will be considered as a casual leave.)

Medical 6 days (If weekly off falls in between, it will be counted as a day of medical leave. These should be taken minimum 3 days or 6 days in continuous.) Doctor certificate is must for leave approval.

Weekly off Sunday. If the employee is asked to work on a Sunday, one compensatory day off will be granted.

1. Salary consideration during leave a. Once an employee is on the organisation’s roll, he will be eligible for all kinds of leave as

mentioned in the leave policies. b. Sandwich leave: If the person is taking leave on Saturday and Monday then Sunday will

also be considered as his leave. The same rule applies for festival/public holidays. For example, if the employee takes leave on August 14 and 16, August 15, which is a public holiday for Independence Day will also be considered as leave. Hence, it will amount to 3 days of leave.

c. If an employee takes more leave than the balance days of leave in his/her account, only the extra days of leave will be considered without payment and his/her leave balance will become zero.

d. Leave before or after vacation (Diwali and summer) are always without pay as it affects the complete operation of the organisation. Pre-sanctioned leave attached to the vacation for employees staying far away will be treated as an exception. The decision regarding this will be taken by the management.

e. Leave cannot be carried forward to the next year. Balance leave will lapse at the end of the current year.

2. Salary slabs: Fresher’s vs. experienced persons a. The starting salary slab is only for fresher’s without any experience. b. If a person has experience in a different area of work which will be useful for the

organisation and her/his growth in the organisation, then he/she can be offered a salary with a higher scale. For e.g., a person with 4 years’ experience can be offered two increment slabs.

c. If a person has experience in the field of Special Friends and his/her experience exactly matches the requirements for the position, he/she will be offered a salary with an increment equal to the number of years of experience.

3. Salary and options for ad hoc personnel: a. Waiver of fees if his/her child is admitted to the organisation. Whether the waiver is in

part or in full will depend on the role of the parents in the organisation.


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b. Conveyance + Allowance: If the person wishes to share his/her expertise as a value addition to the organisation he/she can be offered conveyance plus an allowance as a token of appreciation. This will bring commitment and consistency.

c. Volunteering + honorarium: If a person wishes to share his/her expertise as a value addition to the organisation, he/she can be offered an honorarium as a token of appreciation. This will bring commitment and consistency.

d. Part-time: If a certain role requires only a part-time person he/she can be employed on a part-time basis and the salary offered will be as prescribed in the salary scale table.

4. Considerations for payment during Leave period a. Sandwich – Leave in between of holidays or holiday in between of leaves. b. Trial period

i. Joining date is after trial period ii. Trial period will not be considered for increment date.

Revision Date:


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Operation Manual

Separation In the event of an employee being constrained to leave the organisation, he/she will be required to serve 30 days’ notice in writing or forego/pay one month’s salary in lieu of the notice period. When an employee plans to part with the organisation, he/she must submit his/her resignation to the Director–Operations. The organisation is entitled to accept it with immediate effect or from any date before the expiry of the notice period. If sufficient notice period is not given and the employee doesn’t agree to pay one month’s salary, the organisations will stop payment for the period he continues to serve the organisation during the notice period. Besides, the employee will NOT get an experience certificate. Experience certificate will be given only if the notice period or salary is given properly. E.g. 10 days’ notice period and 20 days’ salary; 15 days’ notice period and 15 days’ salary; or 1 month notice period or 1 month’s salary...The Experience Certificate will be issued in such cases. If an employee is asked to leave the organisation, the organisation will give 30 days’ notice or one month’s salary, in lieu of such notice. The employee will be entitled to accept such termination with immediate effect or from any date before the expiry of the notice period. In case of probation period notice period of 30 days is not required from either side. In case of misconduct, the organisation has a right to terminate the employee immediately without any notice period or salary for 30 days. An employee will need to surrender the following items at the time of leaving the organisation:

ID card Uniform Visiting cards Drawer/Cupboard Keys House, if allotted Handset and/or SIM card Pen drives Laptop Any other items given to him/her by the organisation

Revision Date:


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Policies for Strategic team

1. Travel benefits o Air fare with the permission of the committee to save time from operations and be

energetic for the meeting planned o Driver and petrol allowance for the President at actuals o Repairs and insurance of car to be paid by the organisation for the President o Petrol allowance at actuals for the Director o Travel allowance for Trustees and Advisory Members at actuals

2. Hospitality o For meeting clients, volunteers, donors, and potential donors at convenient places, a

maximum of Rs 500 for snacks and tea for two to three persons will be allowed. Reimbursement will be as actuals.

o After every event, all volunteers are taken to a nearby restaurant for lunch/dinner/snacks, depending on the time of the day. Expense planned is Rs. 100–250 per head, but paid as actual.

3. Reporting and monitoring should happen as per organisational hierarchy only. 4. In operational decisions, the final authority is the President. At the strategic level, the managing

board will have a say. Revision Date:


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Job Descriptions

President Roles and responsibilities:

1. Organising Trustee meetings 2. Conducting Trustee meetings 3. Attending various functions as chief guest/guest of honor 4. Networking

o For building contacts o PR for the organisation o Identifying potential funders o Identifying volunteers

5. Monitoring Director’s work 6. Monitoring the work of the Treasurer and the Secretary 7. Assigning various tasks to the Trustees and Advisory Members 8. Identifying new Trustees and Advisory Members 9. Overall yearly financial planning 10. Budgeting for the year 11. Fund raising strategies 12. Being a part of the team for appraisal, recruitment and disciplinary panels, as and when

required 13. Upholding legal requirements

o Acting as the custodian of the organisation's governing documents o Ensuring quorum is present at meetings o Ensuring elections are in line with stipulated procedures o Ensuring the organisation's activities are in line with its objectives o Ensuring that the requirements of the Charity Commissioner, Income tax, and other

laws/rules related to government departments are met 14. Communication and correspondence

o Responding to correspondence from all government departments o Fulfilling all government-related compliances o Keeping a record of the organisation's publications (e.g. leaflets, newsletters, annual

reports) o Reporting the activities of the organisation and future programs to the Trustees and

Advisory Members, the press and the public (unless there is a separate Information or Publicity Officer)

o Preparing a report of the organisation's activities for the year and the Annual General Meeting

15. Designing new programs o Exploring various needs in this sector


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o Prototyping o Planning funds required o Planning infrastructure o Program and Staff Planning o Execution

16. Infrastructure planning o Identifying land o Raising funds o Planning for construction


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Treasurer

A Treasurer is an officer who is in charge of receiving and disbursing funds. He or she manages and reports on the organisation’s finances.

Roles and Responsibilities:

Although duties can vary slightly, depending on the size of the Board of Trustees, the following duties are consistent:

1. Carries out the responsibilities of a member of the Board of Trustees. 2. Oversees and reviews approval for all actions and policies with major financial implications. 3. Monitors budgetary performance of the organisation, recommending modifications as needed. 4. Presents to the Board of Trustees an annual budget for the organisation, developed in concert

with the Development and Finance Committee and the Executive Director. 5. Ensures the Board’s financial policies are being followed by the staff and the organisation’s

auditor. 6. Reports to the Board of Trustees and the general members on the financial position of the

organisation and any other related issues. 7. Prepares required financial report templates for the finance staff. 8. Maintains all bank accounts. 9. Oversees all financial transactions. Brings to the notice of the Board of Trustees any variations

from the financial policy. He should only inform, not take action. 10. Reviews monthly financial statements and all annual tax returns as prepared by the Executive

Office. 11. Presents the annual audit of the Trust/Society's finances to the Board of Trustees for approval. 12. Attends the Annual Board Meeting, and all Board of Trustees meetings, and any other meetings

deemed necessary by the President. 13. His or her signature should appear on all the cheques of the organisation, with the second

signature from any of the other directors of the organisation. 14. Chairs the Finance Committee if one exists.

Qualification and skills: 1. Been a member of the Trust/Society for at least one year 2. Served on the Finance and Development Committee in his/her previous career 3. Have experience/expertise in handling financials and/or accounting 4. Have an orderly mind and methodical way of thinking 5. Have an eye for detail 6. Have excellent communication and interpersonal skills 7. Have the ability to ensure decisions are taken and followed-up 8. Show good time-keeping


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Operation Manual

Secretary Roles and Responsibilities: The responsibilities of the Secretary of the Management Committee are outlined below:

1. Ensuring meetings are effectively organised and the minutes noted o Liaising with the Chair to plan meetings o Receiving agenda items from committee members o Circulating agendas and reports o Monitoring

Minutes are taken properly Circulating approved minutes to all trustees Checking that agreed actions are implemented

2. Monitoring maintenance of effective records and administration o Keeping up-to-date contact details (i.e. names, addresses and telephone numbers) for

the management committee and Advisory Members of the organisation, where relevant o Filing minutes and reports o Compiling lists of names and addresses that are useful to the organisation, including

those of appropriate officials or officers of voluntary organisations o Keeping a record of the organisation’s activities

3. Upholding legal requirements along with the President o Acting as custodian of the organisation’s governing documents o Checking quorum is present at meetings o Ensuring elections are in line with stipulated procedures o Ensuring the organisation’s activities are in line with its objects o Ensuring that charity law requirements are met

4. Communication and correspondence o Responding to all committee correspondence o Filing copies of all committee correspondence, both received and replies sent o Keeping a record of any of the organisation's publications (e.g. leaflets or newsletters) o Reporting the activities of the organisation and future programs to members, the press

and the public o Preparing a report of the organisation's activities for the year, for the Annual General

Meeting Qualification and skills:

1. Been a member of the Trust/Society for at least one year 2. Understand the needs of Special Friends and have experience in welfare activities for them 3. Have project management skills and be able to manage a team of skilled and unskilled staff 4. Have an orderly mind and methodical way of thinking 5. Have an eye for detail 6. Have excellent communication and interpersonal skills 7. Have the ability to ensure decisions are taken and followed-up


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8. Show good time-keeping

Trustee Members Roles and responsibilities:

1. Carry out activities in line with the organisation’s objectives o Not be in a position of conflict of interest

2. Be impartial among beneficiaries 3. Administer in the best interest of the beneficiaries 4. Be an active member of the Board

o Attending meetings o Sharing views and opinions o Contribution in decisions

5. Contribution in activities of organisation as per his/her expertise 6. Bringing new facets in the work area of the organisation 7. Communications and Public Relations

o Helping in documentation o Being a strong ambassador of the organisation o Fund raising o Volunteer program o Representing the organisation on various forums

8. In critical situations, making sure that funds are raised to meet the requirements

Qualification and skills: 1. Been an Advisory Member of the Trust/Society for at least one year or known to the Board for a

long time, with excellent insight of the organisation 2. Understand the needs of Special Friends, with experience in welfare activities for them 3. Be able to spend time on regular basis for review of overall operations 4. Should have fund raising skills and be willing to promote the organisation 5. Help in building a network of well-wishers 6. Should think about organisational development and the betterment of Special Friends


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Operation Manual

Advisory Members Roles and responsibilities:

1. Carry out activities in line with the organisation’s objectives o Not be in a position of conflict of interest

2. Be impartial among beneficiaries 3. Administer in the best interest of the beneficiaries 4. Be a member

o Attending meetings as per requirement from the Board o Sharing views and opinions o Contribution in decisions

5. Contribution in activities of organisation as per his/her expertise, as expected by the President 6. Bringing new facets in the work area of organisation 7. Communications and Public Relations

o Helping in documentation o Being a strong ambassador of the organisation o Fund raising o Volunteer program o Representing organisation on various forums

8. In critical situations, making sure that funds are raised to meet the requirements

Qualification and skills: 1. Is known to the Board for a long time, with excellent insight of the organisation; or an active

volunteer for one year 2. Understand the needs of Special Friends, with experience in welfare activities for them 3. Should have fund raising skills and is willing to promote the organisation 4. Helps in building a network of well-wishers 5. Should think about organisational development and the betterment of Special Friends 6. Bring new ideas to making the project more innovative and successful


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Operation Manual

Director Roles and responsibilities:

1. Overall administration of the organisation – Marunji centre o Close monitoring of Admin Manager’s work o Close monitoring of Education Manager’s work o Daily meeting with Admin Manager o Staff planning and Recruitment o Staff capacity building o Streamlining processes

2. Yearly planning for the organisation o Financial budget o Operational plan o Workshop calendar o Planning for outdoor activities o Event Planning

3. Checking account-related records every month o Budgeted vs. Actual expenses o Monitoring donations in kind o Keeping track of donations and funds

4. Weekly Staff meeting o Weekly work plan o Weekly report o Grievances handling

5. Weekly meeting with Special Friends o Understanding their feelings o Understanding their needs and problems

6. Event Management o Planning o Execution support o Post-event communication

7. Communication o Internal o External

Event-related Fund-raising related Volunteers

8. Management of volunteers 9. Immediate action, in case of urgency

o In-house problems o Staff-related issues o Issues related to parents/families of Special Friends


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10. Innovative and creating programs of welfare of Special Friends 11. Conduct meetings with parents and siblings of Special Friends

Qualification and Work Experience:

1. Post graduate degree/diploma in Social Sciences (MSW) and/or Business Management (MBA) 2. Minimum 10-12 years of professional experience in the development sector, preferably with

grass root experience. Individuals with relevant CSR or other corporate experience are also eligible.

3. Minimum eight years of experience in Project Management 4. Expertise in areas such as organisational development, strategic planning, monitoring and

evaluation, impact assessment, grant management, and business development

Skills, Abilities and Attitude:

1. Understand the emotions and needs of Special Friends, treat them with dignity, and respect their free will

2. Be able to encourage team members 3. Have excellent communication and interpersonal skills 4. Have fluency in oral and written English, local language and Hindi 5. Possess exemplary management skills, with the ability to take on a leadership role as well as

encourage leadership qualities among other team members 6. Be comfortable working with a flexible and demanding work schedule and environment 7. Have excellent organisational skills, with meticulous attention to detail and the ability to adapt

to changing situations 8. Be able to multi-task, prioritise and guide team members 9. Be able to self-initiate, analyse, problem solve, and make strategic decisions 10. Have a keen attitude to learning and be participatory in approach


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Operation Manual

Superintendent Roles and responsibilities: The role of the Superintendent of Organisation is that of being in-charge of all Divisions, namely, the Residential Units, Workshops and overall office administration. The Superintendent will work under the Director of the organisation. The Superintendent's function will be to assist the Director to develop and maintain the program that will meet the overall objectives of the organisation and the needs of individual Special Friends. The Superintendent will be responsible for the overall organisation, leadership in planning and development, staff selection, placement, staff performance, and general supervision of the operation of the all the divisions in the organisation. In fulfilling this role, the Superintendent will work jointly with the Director. He/ She will keep the Director updated about the needs of all the divisions and recommend policies or procedures that will assist in meeting these needs. He/ She will interpret and seek to implement the instructions and policies of the Management Board and the requirements of the government agencies like the Social Welfare Department. The duties of the Superintendent are controlled by the Director and the needs of the organisation. Without in any way restricting the generality of the position, the powers and duties of the Superintendent shall include:

1. Over-all office administration a. Accounting

i. Monitoring daily petty cash ii. Signing the register at the end of the day

iii. Signing all bills before filing iv. Making sure that all cheques are deposited on the same day, with receipts and

Thank You note dispatched v. Maintaining donor records on the computer, with all possible details vi. Maintaining salary records

vii. Ensuring vendor payments are done on time, with records maintained viii. Resolving grievances of vendors and staff

ix. Coordinating data entry done by the auditor x. Maintaining records of donations in kind, and completing the communications

with the donor xi. Keeping track of fees collection and other expenses


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Operation Manual

xii. Keeping track of deposits by new admissions deposits, and other funds. Following up, where required.

xiii. Making payments for mobile recharge, cable, Internet connections b. Communication with external agency

i. Emails ii. Invitations for events

iii. Thank You letters iv. Donor receipts v. Newsletter vi. Telephonic coordination

vii. Parent Communication Admission confirmation process Trial period of Special Friend Grievances Face-to-face meeting with the parents whenever they visit the

organisation c. Meetings

i. Daily meetings ii. Weekly meeting with staff working for residential facility

iii. Weekly meeting with Core Group iv. Weekly meeting with Special Friends v. Events and celebrations vi. Weekly meeting with Workshop staff

d. Visitors i. Meeting visitors and introducing organisation; organising a tour of the premises ii. Understanding visitors’ interest and communicating the organisation’s needs

iii. Making sure the visitors’ details are entered in the register and feedback is collected

iv. Tea is served e. Volunteers

i. Arranging visits ii. Planning programs for volunteers

iii. Communicating with volunteers(written and telephonic) iv. Motivating volunteers to continue their support

f. Music through the day i. Monitoring the collection of CDs ii. Adding CDs

iii. Ensuring the DVD is functioning iv. Planning, scheduling and ensuring that music is played at the scheduled time

slots g. Repairs and Annual Maintenance contracts (AMC)


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Operation Manual

i. Sewage Water Treatment plant ii. Water purifiers

iii. Pest control iv. Generator v. Inverter vi. LCD projector and computers

vii. Electrical and plumbing h. Monitoring Purchase

i. Workshop raw material ii. Requirements in the office

iii. Requirements in the garden iv. Requirements in the residential units

i. Gymnasium supervision i. Maintenance ii. Cleanliness

iii. Repairs iv. Workout by Special Friends, as per each individual’s schedule v. Visit the gym every morning, when Special Friends are working out

j. Outdoor activities supervision i. Planning ii. Execution

iii. Post event communication 2. Workshop supervision

a. Overall activities b. Purchase c. Inventory d. Sale e. Exhibitions f. Accounting g. Visiting the workshop everyday h. Ensuring daily activities are going on as per plan

3. Kitchen Supervision a. Raw material purchase b. Cleanliness and hygiene c. Purchase vegetables twice a week d. Adherence to menu time-table e. Minimum wastage f. Meal-time discipline

i. Food served with love ii. Cleanliness

g. Utensils and kitchen cleaned after every meal h. Water purifier is functioning


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i. No wastage of water j. Solar cooker is used effectively k. Gas cylinders are replaced on time

4. Overall maintenance, cleanliness and security in the premises a. Garden b. Housekeeping c. Water d. Rain water harvesting e. De-composting f. Trash can management

5. Inventory monitoring a. Stock checking twice a year b. Sanctioning orders for

i. Kitchen ii. Toiletries

iii. Premises – garden equipment, landscaping related iv. Office material v. Residential houses furniture and appliances vi. Workshop furniture and appliances

6. Residential houses and premises supervision a. Night rounds b. Room hygiene c. Monitoring caregivers

7. HR monitoring a. Leave management b. Recruitment c. Exit d. Joining process e. Fund utilisation f. Admission for Special Friends g. Special Friends leaving the organisation h. Counseling for Special Friends on specific issues identified i. Operation of office during vacation period, with admin staff working in rotation

8. Staff monitoring a. Uniforms to be worn by all staff during working hours b. Outside people not allowed to stay in residential houses for Special Friends c. No visitors after 8PM d. Office is locked after 7PM e. No visitors allowed to enter residential homes of Special Friends f. Staff not allowed in the workshop area or office, without any work g. Visitors not allowed to take food at the organisation dining halls h. Charges for meals for parents of Special Friends –


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Operation Manual

i. Breakfast: Rs 30 per person ii. Lunch or dinner: Rs 50 per person

iii. Evening snacks/tea: Rs 20 per person Note: These charges may differ over the time. It may differ as per organization policy.

i. When a staff goes out on official work, he/she carries food from the kitchen. Where not possible, Rs 50 to be given as food allowance. This is valid only when a person is out for four to five hours. If he/she is out for the whole day, the allowance is as follows: Rs 30 for breakfast, Rs50 for lunch, and Rs 20 for snacks/tea Note: These charges may differ over the time. It may differ as per organization policy.

j. Toiletries (oil, soap, shampoo, Goodnight mats or coils) given to the Special Friends are given to the caregiver staying in the residential houses for Special Friends

k. Common medicines are only for Special Friends. Staff should have their personal medical kit

l. Staff should have food in the dining hall and not in their individual houses except when the food is cooked by themselves at their house

9. No food from visitors is allowed, except what is listed in the food policy 10. Keys to be handed over to the coordinator by everyone 11. Duplicate keys are maintained and given only in times of emergency

a. If the original key is lost, the duplicate key is used only for making another key.

Qualification and work experience:

1. Have excellent communication skill 2. Have excellent managerial skill 3. Possess the ability to teach using innovative methods, and keep abreast of latest

development in the field of Special Friends (both children and adults) 4. Have the ability to build a team and be an excellent team player, when required 5. Be creative and innovative in thinking 6. Have leadership qualities 7. Be willing to work with special adults with kindness 8. Be an excellent caretaker and helpful by nature 9. Be sensitive and have the ability to understand Special Friends


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Operation Manual

Public Relations Officer This person needs to be socially sensitive and responsible. He/she should have excellent communication skills in English and the local language. He/she should be reasonably tech savvy. (Familiarity with MS Office, Internet search, using the smart phone for quick communication etc.)

Roles and responsibilities:

1. Communication with external agency a. Emails b. Event invitations c. Thank You letters d. Donor receipts e. Newsletter f. Telephonic coordination g. Visitors

i. Meeting them and introducing the organisation; organising a tour of the premises

ii. Understanding visitors’ interests and communicating the organisation’s needs iii. Making sure that visitor’s details are entered in the register and feedback is

obtained iv. Making sure that tea is served

h. Volunteers i. Arranging volunteer visits ii. Planning programs for volunteers

iii. Communication (written and telephonic) with the volunteers iv. Motivating the volunteers to continue their support

i. Outdoor activities i. Planning communication ii. Execution

iii. Communication following the event 1. Website update 2. Face book page update 3. Emails to all concerned parties


1. Be proficient in written and spoken English and the local language 2. Have excellent communication skills and promptness in communication 3. Have a pleasing personality 4. Be able to maintain public relations 5. Be punctual


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Operation Manual

Administration Manager Roles and responsibilities:

The Administration Manager is responsible for managing the organisation’s office in the following areas: Maintaining account books and communicating with the auditor

1. Bank work a. Depositing cheques b. Depositing cash c. Withdrawal of petty cash

2. Vendor payments 3. Salaries of all staff and Special Friends 4. Managing petty cash

a. Handing over the cash to the concerned person b. Signing the register c. Tallying expenses and putting it in a safe place

5. Maintaining Receipt book a. Issuing receipts b. Sending it to the donors, along with the Thank You letter

6. Monitoring donations in kind a. Issuing receipts b. Sending it to the donors, along with the Thank You letter

7. File management a. Special Friends-related b. Accounts-related c. Government agencies-related d. Events and celebrations e. Outings and picnics f. AMC- related g. Inventory - related h. Dead stock i. Donors and funding agencies j. Building - related – rental k. Employee - related l. Purchase-related

8. Maintaining correspondence 9. Handling courier, postage and every document

a. Outward and Inward b. Every document going out of the premises has an outward number

10. Organising outdoor treks, outings a. Managing the team for the event b. Communication with Adventure Club members c. Communication with the transport agency


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Operation Manual

d. Coordinating the bookings 11. Management of staff meetings in the evening 12. Attending to work related to the Social Welfare Department 13. All outside official work

a. Visits to government agencies b. Visits to the auditor c. Some outside meetings, if planned d. Land - related activities e. Attending workshops or meetings at various forums

14. Visiting the homes of Special Friends 15. Local language typing required for all communication 16. Working closely with the Coordinator 17. Reporting to the Director and the President for respective activities 18. Leave management

a. Making sure operations are smooth when multiple people go on leave 19. Daily attendance


1. Have proficiency in written and spoken English, and the local language 2. Have excellent communication skills 3. Have a pleasing personality 4. Have knowledge of Accounts and Book keeping 5. Be able to maintain public relations 6. Be able to build a team and become a good team player, based on the situation


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Operation Manual

Vocational Training Centre Manager He/ She needs to be an excellent special education teacher and an excellent leader as he/ she will be leading a team of special educators and also interacting with Special Friends .


1. Conducting Prayer and pledge in the workshops 2. Facilitating life skill education for all Special Friends everyday 3. Connecting to the vocational training centre team and Special Friends 4. Taking overall responsibility for all the activities at the Vocational Training Centre 5. Maintaining the Vocational Training Centre neat and clean 6. Planning daily/weekly/monthly/annual programs for the Vocational Training Centre 7. Planning purchase of products for all workshops 8. Ensuring order completion of the requisitioned products 9. Stock maintenance of raw material and products 10. Assisting in the sale and purchase of the products 11. Maintaining register of the products mentioning sale, purchase order, samples, CDs and

cassettes daily ready material, wastage, gifts, misplaced items etc. 12. Working in collaboration with the Admin Manager in all the activities planned for Special Friends

and for accounting for the activities 13. Locking all workshop units and taking responsibility for the keys 14. Organize and Set an entertainment/cultural program for Special Friends such as dance, drama,

music 15. Explaining the function of every workshop to visitors to the Vocational Training Centre 16. Planning and monitoring activities planned for volunteers at the Vocational Training Centre 17. Organising performance by Special Friends for volunteers and visitors, and including them

during the activity 18. Distributing materials for stalls and maintaining the register of stock and collection details 19. Planning stall management, including personnel allocation and stock to be carried to the stalls,

and preparing required products

Other responsibilities:

1. Check if the water container is filled with pure water 2. Ensure that anything brought from the kitchen is returned on time 3. Make requisition of raw materials in advance 4. Take up the role of group leader while taking the students for Treks and outings 5. Assign a responsible person in the organisation to execute his/her tasks for the day, in case of

leave


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Operation Manual


1. Have excellent communication skills 2. Have excellent managerial skills 3. Be able to teach using innovative methods 4. Keep abreast of the latest development in the field of Special Friends (both children and

adults) 5. Possess leadership qualities 6. Be able to build a team and be a good team player, based on the situation 7. Be creative and innovative in thinking 8. Be willing to work with adult Special adults with patience and kindness 9. Helpful by nature 10. Be sensitive and empathetic towards Special Friends

Coordinator

The Coordinator is a strong link between the caregivers and the superintendent. He/ She is also a link between the organisation and the parents of Special Friends.


1. Receiving guests and taking them around the premises 2. Instructing the main cook to arrange for tea/snacks or meals 3. Maintaining correspondence, handling courier and post 4. Supervising and maintaining the landscape garden and the property 5. Organising outdoor treks, outings etc. 6. Supervising Special Friends’ daily activities 7. Attending staff meeting every evening 8. Managing telephonic coordination with parents for events and outings 9. Visiting Special Friends parent homes 10. Coordinating medicine supply for Special Friends –

a. Making sure parents send medicines on time b. Checking expiry of medicines c. Ensuring the medicines are given on time d. Talking to doctors, when required

11. Accompanying Special Friends on doctor visits, when required 12. Informing parents in case of illness of a Special Friend, after consulting with the Director 13. Handling repairs and maintenance of overall premises

a. Tanker b. Sewage Water Treatment plant c. Water purifiers d. Pest control e. Generator


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Operation Manual

f. Solar cooker, solar heater, mixer, refrigerators and washing machines g. Inverter h. Electrical and plumbing i. Gymnasium machines

14. Submitting caregivers’ reports to the Superintendent 15. Submitting Weekly Planning and Report to the Superintendent 16. Handling admission queries 17. Keenly observing Special Friends during their trial period 18. Playing music as per schedule 19. Visiting all houses twice a day

a. During bath time which is around 9.30AM b. Settling down time, between 9 PM and 9.45 PM, to ensure that that everyone is settled

before bedtime 20. Rotating office staff during vacations 21. Conducting exercise every morning 22. Coordinating with the team for planning outdoor activities 23. Handling waste management

a. Wet garbage management in-house b. Dry garbage to be handed over to the concerned agency c. Manage Vermin culture project

24. Ensuring forms are filled and proper procedures are followed by parents/guardians when Special Friends go home (whether planned, sudden or for the vacation)

25. Handing over keys to all the units to the respective staff members and collecting them back a. A register is maintained for each entry – giving and taking back b. All keys are kept in a box, in a locked cupboard. c. Duplicate keys are kept with the Superintendent and used only in emergencies d. No keys are carried by any staff outside the premises, except vehicle keys e. In case of leave, this responsibility is handled by the Superintendent


1. Have excellent communication skills 2. Have excellent managerial skills 3. Keep abreast of latest developments in the field of Special Friends (both children and adults) 4. Possess leadership qualities 5. Be able to build a team and be a good team player, based on the situation 6. Be creative and innovative in thinking 7. Be willing to work with adult Special Friends with patience and kindness 8. Be helpful by nature 9. Be sensitive, empathetic and understanding towards Special Friends


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Operation Manual

Caregiver The Caregiver is a strong link between the management and Special Friends.

Roles and responsibilities

1. Assisting resident Special Friends in performing their daily morning rituals (personal care) 2. Supervising while the Special Friends brush teeth and when they come out from the toilet 3. Checking to see if they have taken their bath properly. Assisting them while they are putting on

their clothes 4. Folding their clothes and keeping them properly 5. Asking Special Friends to change their clothes after they come from the workshop, and asking

them to take their evening tea 6. Sending Special Friends to brush after evening walk 7. Asking them to assemble for prayer 8. Switching on mosquito repellants and checking to see if everyone has a sheet or a blanket,

depending on the weather conditions 9. Keeping filled water jug in the rooms 10. Bringing to the notice of the Coordinator any non-functioning things in-house and getting it

repaired within a weeks’ time 11. Accompanying Special Friends on their evening walk every day and making sure that every

Special Friend is wearing shoes and loose clothes. In winter season, ensuring that they are wearing woolens and caps

12. Accompanying Special Friends on outings and treks, and supporting them 13. Participating in all events at the organisation 14. Making sure that every Special Friend follows the daily routine 15. Informing the Coordinator and tending to a Special Friend when he/she is unwell, including

giving suitable food and medicines. Taking the Special Friend to a doctor, if required, accompanied by the Coordinator.

16. Interacting with parents 17. Stock taking and checking for items brought from Special Friends’ homes to the organisation. 18. Reporting immediately to the Coordinator any change in behaviour in Special Friends, however

small or insignificant it may appear. General Instructions for all caregivers: Get up at 7AM daily. Send Special Friends on time to the gym/yoga session, workshop, meals, and evening walks. Make sure everybody is present and on time for breakfast, lunch and dinner. Make sure that all Special Friends are ready for the day by 10.30AM. Take care of Special Friends’ clothes, uniform, toothbrush, paste, sweater, raincoat, shoes

etc. Make sure that house is clean and neat. Cut Special Friends’ nails regularly


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Operation Manual


1. Should have experience in assisting Special Friends (both children and adults) 2. Maintain good personal hygiene 3. Be able to motivate Special Friends to perform their daily ablutions properly 4. Be helpful by nature and having eye for details 5. Be self-disciplined 6. Be sensitive, empathetic and understanding towards Special Friends, especially their

emotions

Housekeeping The housekeeping department is responsible for the total upkeep of the in-house area.


1. Supervising cleaning of the all the rooms properly 2. Accounting for Fixed Assets every trimester 3. Book keeping for food, grocery/grain donation 4. Ensuring proper and timely distribution of food items to Special Friends and staff 5. Bookkeeping for every day meals 6. Giving list of every month’s grocery requirements 7. Submitting Weekly Reports to the Coordinator 8. Keeping scrap ready for giving every month 9. Maintaining the store room 10. Keeping list of vegetable requirements ready and giving the list to the vendors on time 11. Keeping the water filter in the dining area clean and full 12. Keeping a watch on raw food grains and distribution of cooked food 13. Arranging tea/biscuits for guests 14. Organising food and cutlery for outdoors, when required 15. Organising regular pest control 16. Monitoring washing of bed linen, once a week 17. Managing snacks for the various programs 18. Keeping everything back in place after meal times


1. Have a natural leaning for cleanliness and hygiene 2. Have experience in housekeeping 3. Be an excellent team player 4. Be helpful and kind by nature


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Operation Manual

Admin Assistant The Admin Assistant is the one who will assist the Administration (Admin) Manager in his routine work.


1. Do all outside jobs 2. Drive anywhere, as required 3. Submit receipts on time daily 4. Assist in repairs 5. Take photographs and videos 6. Report daily to the Admin Manager

Other duties:

1. Step in as caregiver on rotation


1. Have experience in driving 2. Hold a valid driving license 3. Be familiar with the routes in the city 4. Have basic reading and writing skills 5. Be an excellent team player 6. Be sensitive and understanding towards Special Friends


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Operation Manual

Kitchen in-charge cum cook The Cook is an integral part of the residential organisation and plays a vital role in the smooth running of the organisation.


1. Daily working hours are from 8AMto 6PM. On special occasions, the reporting time will be earlier than 8 AM and will be communicated in advance

2. Prepare breakfast, lunch, snacks, evening tea, and dinner, as per timetable 3. Take stock of grocery and other food items in the kitchen, and put up requisition for required

items in advance 4. On the days of trekking and outings, begin the duty early morning, prepare food and pack meals

for all the participants 5. Washing, cleaning and chopping of vegetables, as per requirement. Cleaning and storage of the

raw materials and grains 6. Preparing To prepare meals and/or snacks for guests and visitors as and when instructed by the

Coordinator 7. Taking assistance from Special Friends while cooking in the kitchen and caregiver and special

friends while serving food 8. Cleaning the utensils cleaning and putting them back in place after every meal 9. Keeping the kitchen clean and hygienic. 10. Making sure that pest control and maintenance is done from time to time


1. Should have 3–4 years’ experience in cooking and running a canteen or catering to an establishment

2. Basic reading and writing skills preferred 3. Be able to delegate as well as work in a team 4. Must be able to maintain personal hygiene


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Operation Manual

Washer man/Washerwoman The washer man/woman plays a very important role in maintaining cleanliness and hygiene in a residential organisation.


1. Keeping the residents’ and volunteers’ rooms clean and neat 2. Washing bathrooms and toilets 3. Taking care of waste disposal as per the procedure adopted at the organisation 4. Doing the laundry, as per the washing instructions, for all resident Special Friends 5. Drying clothes in the allocated area for each house and locking the area 6. Cleaning utensils after all meals 7. It is recommended that after every meal everyone, including Special Friends, cleans his/her own

plate, tumbler and bowls. Supervise this process to make sure that the utensils are clean and dry.


1. Must maintain personal hygiene and observe cleanliness 2. Be an excellent team worker

Peon The peon plays an important role in the daily activities.


1. Assisting the office staff members as and when required 2. Keeping the water in the office area filter clean and filled 3. Sending visitors to respective department in the office 4. Serving tea and water to visitors 5. Posting notices on the notice board


1. Have basic reading and writing skills 2. Be willingness to do sundry jobs 3. Be helpful and kind by nature 4. Be sincere and prompt in work


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Operation Manual

Watchman He plays an important role in the maintaining the security of the premises and the attendees, especially the resident Special Friends.

Roles and responsibilities

1. Maintaining entry in the register at the gate for every visitor’s arrival 2. Taking feedback when visitors are leaving the premises