Professional Documents
Culture Documents
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Table of Contents:
1. Introduction
2. Policy Initiatives (Aims, Objective and Assumptions)
3. Scope , Coverage and Structure
4. Organization Structure
5. Authority and Responsibility
6. Processes
7. Procedures
8. References
9. Annexures
10. Process Support Documents
1. Introduction:
Effective utilization of Human Resource plays vital role in realizing the vision, achievement
of Mission and meeting objectives of any Organization. Composition and behaviour of this
important resource vary with changing environmental scenario and emerging challenges.
Systematic management of the HR to enhance its effectiveness in performance, sustainable
growth and development must be ensured. Association of People with Disability (APD),
striving consistently for continual improvement in quality and delivery of its services, over a
period of half a century, a comprehensive HR Manual is felt to be of utmost importance.
Background: APD used to adopt need based management approach within the frame work
of Administrative Rules and Regulations, issued from time to time, since its inception in
1959. It was in mid nineties, Mrs. Jean Saterewhite, an administrative specialist form UK,
developed documented management system on Office administration, including personnel
management (Employees Handbook).
APD Personnel Policy was placed before the Committee of Management in 2003.
Consequently, Administrative Reform and Structural reorganization of APD was planned
and adopted in 2004-05. Delegation of powers and decentralization of operations took place
for their effective implementation. This was facilitated by addition of performing line and
staff personnel.
2. Policy Initiatives
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2.1. Aim:
2.2 Objectives:
2.2.1. To ensure availability of adequate personnel with required skill and competence with
humanistic traits to serve People with Disability (PWD).
2.2.2. To improve quality and effectiveness of the services of APD.
2.2.3. To achieve optimum utilization of Human resource in pursuit of organizational goal.
2.2.4. To attract suitable candidates.
2.2.5. To ensure employees are motivated and attain job satisfaction
2.2.6. To meet challenge of attrition and to sustain its level of performance quality
2.2.7. To empower the employees to enhance their competence through personality and
career development measures.
2.2.8. To empower the employees to share additional responsibilities
2.2.9. To empower the employees to improve their performance consistently by increased
effectiveness and efficiency. .
2.3.2 This HR Manual will be a basic document upon which operational strategy and
methodology will be developed at different levels down below, at the pogramme,
department, unit and field levels.
2.3.3 HR Manual is subjected to periodic review for ascertaining its continuing suitability
and to assess requirements of further modification.
2.3.4. Amendments to this manual shall be affected, based on the review finding and
decisions thereon, by adopting appropriate procedure
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It will be implemented, after approval by the Committee of Management, by Director
(HRD), with the support of Functional Directors, under the supervision of the Executive
Director and the Hon Secretary.
The Manual covers important aspects pertaining to Human Resource, including Service
contractors and volunteers. Its scope is further extended to cover documentation on critical
aspects such as: Policy, Aims and Objectives, Authority and Responsibility, Definitions,
Process, Procedures, References, Review and Revision.(Coverage of Processes is as detailed
under Para 6: Processes).
Part I: Text - Containing basic text matter on Policy, Philosophy, Principles, Purpose,
Definition, directions, references, (Meant for Planners, Policy makers, Senior Management
Personnel Line Manager. It may be made accessible to the General public on demand and
subjected to the approval of Director concerned.
4. Organization Structure
5.1 Authority:
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The Committee of Management (The Board) is the authority for approval of the HR Manual.
Hon. Secretary is which are authorized for approval of the documents (included in Part III of
the HR Manual), prepared, reviewed and recommended for approval by the
Director/Executive Director. He/She is authorized to review and recommend for revision of
the HR Manual, either part or full.
Hon Secretary is authorised to decide on all staff related and HR matters on recommendation
by the ED. /Director (HRD).
6. Process:
Processes covered under the Human Resources Development and Management (HR
D&M), briefly as HRD, are:
6.1 Policy Formulation on HR Development, Management and Personnel
Administration
6.2 Mobilization of Human Resources by Planning , Recruitment, Selection and
Placement through the produce of Indenting, Invitation, Interview, Selection,
Appointment)
6.3 Induction and Orientation
6.4 Training on the job, in house, external and out sourcing (skill up gradation,
capacity building , personality development, change management,
adaptation and adjustment)
6.5 Career Development and Capacity building (Guidance, Support and
Enablement ,Coaching and Counseling)
6.6 Performance Assessment and Appraisal
6.7 Personnel Administration ( work rule, regulations ,code of conduct and
discipline )
6.8 Development of work culture and Conducive Work Environment(Social
Security, Personal Safety, Statutory Benefits and Staff Welfare, Motivation
and Morale, Involvement, Participation ,Commitment, Contribution,
Accountability, Honesty and Integrity )
6.9 Grievance Redressal
6.10 Management of Voluntary Services
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Process 6.1:
A Purpose:
APD is committed to fair, clearly stated and supportive relationships with its employees. The
personnel policies are established in order to guide the personnel practices and to ensure
consistency of personnel decisions. It is intended to administer the personnel programs in a
manner which complies with the letter and spirit of all applicable statutory and institutional
regulations. Policies are designed to provide guidance to all line and supervisory staff
concerned and to serve as guidelines for personnel practices. The Policies pertaining to
Human Resource (development, management and administration) are formulated, modified
and implemented to cope with the changing environments and emerging challenges for
realizing the vision and achievement of avowed mission and objectives.
Provide framework for rules and regulations governing the personnel administration
Enhance transparency, clarity, leading to job satisfaction, loyalty of personnel and retention
of quality personnel
B. Scope:
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C Input:
C.1. Changing economic, social, political and market environment- prevalent and
foreseeable future scenario
C.2. Nature and types of services envisaged
C.3. Quality standards and specialized services
C.4. Past experience regarding: availability of requisite personnel in the market, employee
behaviour, expectation, turn over,
C.5. Output from Attrition survey
C.6. Feedback from Comparable NGOs in Disability sector
C.7. Government Policies on labour related matters
C.8. Continuing suitability of prevalent personnel policy of APD
C.9. Availability of alternative models
D: Process Progression
D.1.1 Policy document is drafted by the Director, HRD, under the guidance of the Hon
Secretary and Executive Director. Discussions are held with different levels to collect
opinion and suggestions to enhance practicability.
D.1.2 HRD Manager shall initiate and involve in the process of any HR policy formulation
and implementation
D.1.3 Draft document is circulated among key executives such as Directors, HR specialists,
and representatives of performing personnel.
D.1.4 Modification of the Draft is done by incorporating suitable changes and modification
D.1.5 Final Draft is put up by the Director HRD to the Hon Secretary through the Executive
Director
D.1.6 The Draft Policy is placed before the Committee of Management for consideration and
approval
D.1.7 Approved Policy is put into effect by the Hon Secretary, through executive orders and
directional support.
D.2.1 Accepted Policy is implemented as per the Directions of Hon. Secretary / Executive
Director
D.2.2 Director (HRD) supported by others functional Directors and HRD Manager ensures
the effective implementation of the Policy /Policies.
D.2.3 Periodic Review is held to ascertain effectiveness of the policy to identify
improvement potential and initiate corrective actions.
D.2.4 Modification of the Policy is done as per the original formulation procedure.
D.2.5 Modification shall be communicated to all the concerned promptly.
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E Out put:
A. Purpose:
This process ensures availability of suitable and adequate personnel with requisite quality
and competence to carry out planned projects and programmes, with expected quality
standards.
B. Scope:
1. Planning ,
2. Recruitment,
3. Selection,
4. Appointment
5. Placement
C.Inputs:
C.1. Planning is carried out in accordance with accepted policy and compliance to applicable
statutory and regulatory requirements
C.2. Soundness of the planning is ensured by adopting professional and systematic
approach.
C.3. Practical experience gained in the past shall be utilized to the maximum possible extent
C.4. Proactive and realistic approach is adopted to realize target results, which are ensured to
be practicable and achievable
C.5. Planning is done at Macro and Micro levels .And also, of long term perspective and
short term
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C.6. While recruiting, every possible source is explored to identify suitable candidate in
adequate choice of selection. Maximum care is taken to get best persons form the
employment market, in term of competence and experience.
C.7. Realistic ways are adopted to identify, invite, interview and selection procedure.
C.8. Professionalism and expertise are ensured at every stage of interview and selection.
C.9. The candidates who are taken on service contract/casual basis are dealt with appropriate
rules and regulation in vogue, stipulated by the statutory authorities/govt.
C.10.Terms of appointment for the selected candidates are made acceptable with clear
understanding and willingness
C.11. Adherence to applicable statutory and institutional requirements is ensured
C.12. Other things being equal, preference is given to candidates with disability
C.13. Personal traits such as mindset towards persons with disabilities, aptitude for human
service, attitude to service in NGO sector etc, duly considered while selection, in
addition to professional competence .
C.14. Preference is given to the candidate with proven honesty and integrity. Attempts are
made to assess these qualities through available standard methods.
C 15. Preference is given to the candidate who is likely to stay with APD
D .Process Progression:
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D.15. Offer appointment is prepared by Manager (HRD), covering all important terms and
conditions of appointment, such as joining time, remuneration, responsibilities, place of
work, etc. The Letter of offer appointment is approved by the Director (HRD), and
issued in case of staff. In case of Officers /Managers the letter is issued by Executive
Director/ Hon. Secretary. The letter is sent through any suitable mode ensuring due
acknowledgement.
D.16. Reminder is sent to the candidate who failed to respond or report within the specified
time, in order to providing one more a chance to respond.
D.17. On reporting by the candidate, the Manager (HRD) ensures compliance to the
formalities to be fulfilled by the appointed candidate, as per the Checklist no
D.18.The appointed candidate is made comfortable and briefed about his/her role and
responsibility, in the context of APD’s Vision, Mission, objectives and importance of
its services to the Disability Sector. Relevant literature is provided to reinforce the
briefing.
D.19. Regular appointment order along with specific job chart and roles and responsibility,
accountability, obligation is issued
D.20. In case of candidate taken on service contract/casual basis service agreement is entered
into in the specified format. (Refer form)
D.21. Appointed candidate, who has completed admission procedure as per D18, is taken to
the actual working spot escorted by a stable employee of APD. The candidate is
introduced to the Head of the functioning Unit/Programme/Section concerned.
E. Output:
A. Purpose:
A.1. Newly appointed candidates are enlightened, enabled and empowered to render service
to fulfill aspirations of APD in realizing its vision and achievement of its mission.
A.2 They are impressed upon the APD’s service and core disability sector and treasure of
practical experience gained in the past 50 years.
A.3. The candidates are motivated for commitment to the philosophy, culture, ethical values
while rendering services as per allotted duties and responsibilities.
A.4. To build up capabilities to stand by the quality standards and to uphold the to standards
institutional image.
A.5. They are acquainted with organizational structure, nature of activities and functioning of
all departments of APD.
A.6. They are oriented to the new work environment and institutional culture
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A.7. They are made quite conversant with all aspects related to their job such as , rules,
regulation, obligations, provisions, and consequences of lapses.
A.8. They are made aware of provisions for improving their career path and facilities for
enrichment of knowledge
A.9. They are informed about possibilities for redressal of their grievance and resolution of
emotional problems
B .Scope:
C. Inputs:
C.1 Method of Induction programme comprises of visual, audio, lectures, exercises, field
visits and case studies.
C.2 Coverage of topics in the programme varies depending on category and level of
candidates.
C.3 Faculties are drawn from department/ programmes concerned
C.4 Services of external faculty may be considered, if necessary.
C.5 At the end of the programme the candidates should be well conversant with functioning
of the APD. They should be proud of entering into the services of APD.
C.6 Orientation programme should embolden and enthuse them to carry out their assigned
duties confidently.
C.7 They must be able to reorient their mindset and attitude to adjust with working
environment and persons to be served.
C.8. Awareness is reinforced by impressing upon the opportunity for elevation and growth in
the career path.
C.9. Trained candidate is able to carryout SWOT analysis for their future growth and
elevation in the career path.
D.Process Progression:
D.1 Schedule for Induction programme is drawn by the Manager (HRD), in consultation with
Director (HRD) and functional heads concerned. Proper planning is ensured to achieve
economy of operation and derive optimum benefits.
D.2. Training Course materials are ensured to be up to date.
D.3. Consultation with concerned line manages is held to enhance effectiveness of the
programme.
D.4. The candidates who are unable to cope with, are identified and special attention is
endowed to them. Counseling session is held to make them compatible with others
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D.5. Effectiveness of the orientation is further enhanced by providing opportunity to gain on
the job experience in the actual work environment by the department concern.
D.6. Evaluation of the on the job performance is carried out by the head of the department.
The evaluation report is forwarded to the HR department as feedback.
D.7. Feed back, particulars obtained from the Head of departments to whom the trained
candidates were allotted are utilized to enhance effectiveness of induction and
orientation.
D.8. Documentation of the performance and remarks by the trainer is done for future
reference and action
B. Out Put
6.4. Training:
A.Purpose:
A.1. Exposure to technological, market, managerial and business development related to the
disability sector.
A.2. Widening perspective out look on the disability sector, soft skills to enhance
interpersonal relationship, presentation skills and cope with real life situation.
A.3. Behavioral improvement leading to accomplishment of life goals
A.4. Self analysis and strengthening self confidence.
A.5.Enhancing efficiency in service provision
A.6.Strengthening moral and ethical commitment to accountability and responsibility
A.7.Enhancing involvement, participation for improvement of service quality
A.8.Need based working knowledge and skill
A.9.Enhance capability of the institution and organization with whom partnership is entered
into by APD.
B. Scope:
C. Inputs:
C.1. Identify training needs for individual and groups, subject wise training on the basis of
performance appraisal and feedback from superior and self indent.
C.2. Annual plan for the training scheduling the training programs.
C.3. Conducting of the training
C.4. Documentation and reporting on training performance.
C.5. Evaluation of the training by the candidates, organizer, and trainer based upon the
feedback and performance report.
C.6.Review of improvement and training process
D. Process Progression:
D.1. Training activities are planned based on the training policy, past performance, identified
needs financial implication and availability of resources.
D.2. The finalized plan is presented for approval with substantiating the necessity and
available resources.
D.3. The schedule for training is prepared as per approved plan and in consultation with
department concern regarding sparing time and staff.
D.4. Faculties for the training are identified and finalized. Inventory of the empanelled of
faculty is maintained, and ensured to be up to date.
D.5 Training time table is prepared in consultation with and as per the direction of authority
concerned.
D.6 Trainees and faculties are informed well in advance.
D.7. Communication and publicity of the training program made effectively to enhance
utility of the program.
D.10. On completion of the program, feedback is obtained in the specific format designed for
the purpose.
D.12. Usefulness of the program is assessed based on the feedback from the trainees and
users of their services and supervisors.
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D.13. The feedback is ensured from employees who attended external training to assess
usefulness and exploring possibility of implementing the experience gained.
E. Out put:
A.1. To motivate staff to serve the PWD’s with zeal and enthusiasm
A.2. Strengthen confidence and motivation by realizing vast scope for activities of APD.
A.3. To encourage better performance continuously and consistently to create awareness on
opportunity for career growth and development, elevation to higher level.
A.4. To enhance the sense of ownership and responsibility in their performance.
A.5. To widen the knowledge base and general exposure, so as to enable them to envision
wider areas and aspects
A.6. Empowering them to contribute to their maximum for overall achievement of the
organization.
A.7. To retain competent and experienced personnel to ensure uninterrupted service delivery
A.8. To encourage employees to come forward with suggestions for improvement and
enhance efficiency in the service delivery
A.9.To develop loyalty to the organization
B. Scope:
C. Input:
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C.4. Potential employees are encouraged to widen their perspective on overall functioning of
APD.
C.5. Leadership quality is developed to lead the working team and achieve better result
through team work.
C.6. Encouragement given to upgrade their skill and knowledge
C.7. To keep abreast of the latest developments in their field of performance.
C.8. Consistent efforts are made for retention of meritorious personnel
C.9. Reasonable chance is provided for elevation in the employment ladder, equally and
equitably.
D. Process Progression:
D.1. Output of the performance appraisal procedure is scanned for identifying scope for
career development of individual employee
D.2 Special strengths and merits depicted in the performance report are culled out for further
action.
D.4. Measures for fostering special merits are worked out suitably.
D.5. Training for upgrading special skills and talents is provided to strengthen the skill and
identified potentiality.
D.6. Standard career path is applied for provision of promotion and assign higher
responsibilities.
D.7. Opportunity for improving career is provided even with employee of an average merits
D.8.Schemes for involvement, participation and contribution to demonstrate extraordinary
merits are formulated and implemented systematically
D.9 Measures are taken for rehabilitation of individual with disability and to bridge
identified gape.
D.10. Threat of attrition is tackled timely and appropriately.
D.11. Rewarding for best workable suggestion resulting, in economy and efficiency is
carried out properly.
D.12. The feedback system to measure level of job satisfaction and loyalty to the institution
is developed and implemented effectively.
D.13. Review and analysis of the feedback and appraisal reports is made regularly to assess
effectiveness of career development program.
E. Output:
E.1. List of identified employees with special skills and talents potential for further
development.
E.2. Policy document on standard career path.
E.3.Special program and bridge course are evolved for career development
E.4. Measures are taken timely for redressed of grievance preventing turnover of meritorious
personnel
E.5. Beneficiaries of career development program
E.6. Rewarded outstanding achievements and suggestions.
E.7 Feed back on job satisfaction and level of loyalty to APD
E.8. Review reports on the performance of career development program and its learning for
future improvement.
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A. Purpose:
A.1. To assess efficiency of an employee in discharging assigned duties and responsibilities.
A.2. To identify potential strength and weakness of an individual employee
A.3. To extend rehabilitation measures to over come observed deficiency.
A.4. To provide opportunity for self assessment and awareness of scope for improvement.
A.5. To obtain feedback from the superiors on attitude, aptitude, behavior, knowledge and
level of actual performance
A.6. Identification training needs to further strengthen the capabilities
A.7. To Assess suitability to assign higher responsibility with better incentives
A.8. To assess suitability of special increment and promotion, based on appraisal.
B. Scope
B.1. All the employees are assessed for their job performance
B.2. Appraisal of merits in terms of efficiency, involvement, commitment, accountability,
integrity and honesty.
B.3. Administration of annual appraisal process by planning, scheduling and imparting
required training.
B.4. Compilation and consolidation of annual appraisal reports.
B.5. Review, analysis and drawing action plan.
B.6. Maintenance of periodical assessment carried out for specific assessment. ( during the
period of probation, observation and training).
C. Input
D. Process progression:
D.1. Action plan for annual appraisal is drawn in case of regular employees.
D.2. Periodical assessment is carried out in case of employees on probation, observation and
training.
D.3. Training schedule for assessors/appraisers at different level and is prepared and
conducted.
D.4. Time schedule for carrying out appraisal procedure is fixed.
D.5. All the appraisers are briefed to emphasis importance and methods of appraisal.
D.6. Required clarity is ensured for the appraisal to be effective and purposeful.
D.7. Appraisal is carried out by the assessors as per the schedule, adhering to the norms and
guidelines.
D.8. Appropriate environment is created to ensure objectivity, openness and realistic
environment during the appraisal.
D.9. Appraisal is done by the next higher level than the appraisee, by adherence to
methodology and guidelines.
D.10. All the appraisal reports of the employees falling under specific directorate are
reviewed by the Director concerned.
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D.11. The Directors are appraised by the Executive Director who in turn, by the Hon.
Secretary.
D.12. The Appraisal reports are preserved as records in the respective personal files of the
appraisee. This will serve as evidence of the performance, merits, strength, competence
demonstrated during the service period.
D.13. Due consideration of the output of the appraisal is ensured while upgrading the career
path in terms of increment, promotion and reward.
• Output
E.1. Schedule for training and time frame for completion of appraisal procedure .
E.2. Source materials for training and appraisal
E.3. Filled up appraisal format
E.4. Review records at different levels indicating the compliance and scope for improvement.
E.5. Appraisal reports filed in the personal service records.
E.6. Action plan based on the Learning’s of the administration of appraisal process and
necessary correction measures
A. Purpose
A.2.Establishing transparency and social justice in, administration with due care for
protecting individual privacy and confidentiality
A.5. Ensuring provision of statutory benefits and compliance to the applicable requirements
A.6. Management of pay role and related issues to the satisfaction of employees and
compliance to accounting and audit requirements.
A.8. Furnishing up to date information required by the statutory authorities and different
levels of management
B. Scope
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B.1. Build up and maintenance of personal records of every individual employee with up to
date particulars
B.2. Compliance to statuary of regulatory requirements
B.3. Administration of salary, allowance and payments of individual bills, ensuring
compliance to applicable requirements
B.4. Maintenance of attendance, leaves records and monitory punctuality.
B.5. Provision of statutory benefits
B.6. Handling legal matters related to personnel administration
B.7. Maintenance of data base of employees and furnishing on demand
B.8. Handling disciplinary proceedings and problematic individuals
B.9 Compliance to employee exit procedure
B.10. Provision of loans and advances, and their recovery
B.11. Correspondence and communication related to personnel matters.
C Input
C.1. Individual personal files contain full particulars and history of services, training,
promotion, disciplinary action etc of the individual employee.
C.2. Transparency in dealing, justification of action, must be ensured as per the accepted
institutional policy and statutory authorities to the satisfaction of the employee.
C.4. Legal matters are dealt efficiently to avoid adverse impact on administration
C.5. Care should be taken to avoid causing financial inconvenience and constraints to the
employee by ensuing promptness in disbursement of entitled payments
C.6. Disciplinary measures should commensurate with offence committed and result in boost
of employee morale
C.7. Complaints and grievance of individual employees is dealt promptly and convincingly.
C.8. Certificates required by the employee and those statutory authorities are issued in time.
D. Process progression
D.1. New file is opened on appoint of an employee sustaining after compliance to the
reporting formalities of different category Personal file starts with particular appointment
order, service contract, individual identification, location, qualification, services, bond, Oath
on secretary etc. File is updated with passage of time, the personal file shall carry a event,
performance records and indemnity incidence of an variation in emolument, change in
designation, evaluation, appraisal, promotion, disciplinary action etc., checklist for contents
of personal file.
D.2.Attendance monitoring records, together with leave records are preserved for the
specified retention period.
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D.3. Pay bill is prepared with particular of deduction and net amount payable. This bill
indicates deduction particulars and remittance of the deducted amount to the particular
authority must be ensured.
D.4. Salary is paid either in cash/ cheque/ credited to bank a/c as per the request of the
individual employee
D.5. Acquaintance is maintained up to date and ensured to be error free
D.6. Certificate for Tax deducted at source is issued as required
D.7. Complaint handling and redressal of grievance is carried out as per the specified
procedure
D.8. Disciplinary proceeding is carried out as per the guidance and discretion of the
competent authorities.
D.9. Annual increment/ promotion procedure is carried out as to complete the process within
specified time frame of the year. Necessary inputs guidance, recommendations are obtained
for taking decision on increment/ promotion.
D.10. Statutory benefits applicable to employees of APD is indentified and provision is
ensured
D.11. Provision of application and approved staff welfare benefits are ensured to be
administered
D.12. Counseling support to individuals with emotional and behavior problem is provided
E Output
A. Purpose
A.2. Development of service spirit for welfare of mankind and disability sector in particular
A.3. Foster concern for protective environment and conservation of natural resources
A.4. Promotion of comradure and fraternity among employees and their family members
A.6. Ensuring safety of person, working assets, and preventing occupational hazards
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A.7. Enhance institutional image by self imposed standard of presentation, appearance,
attitude, behavior, is manner and ethics during service delivery with accepted standards.
A.8. Demonstrate loyalty to the institution and commitment to service to the disabled
A.9. To keep the environment clean, hygienic, orderly, safe and attractive.
B. Scope
C. Input
C.2. Importance of services provided by APD to the Disability sector is emphasised and
communicated to the employees, Volunteers and public comprising of person with disability,
administrators, policy makes and opinion leaders
C.3. Feed back and suggestion from employees and users of services of APD are obtained
and utilized for accessing effectiveness of measures adopted.
C.4. Opportunities are created for sharing experience and exchange of ideas for
improvement.
C.5. Involvement of service providers, supervisors, volunteers and field force is optimized to
improving service delivery with true service spirit
C.6. Periodic assessment of effectiveness of the measures being adopted for achieving the
purpose must be ensured
C.7. Observations on the level of efficiency and quality of service delivery must to ensured
by the Board member, senior management, volunteer and professionals for assessing the
ground reality
D. Process Progression
D.1. Arrangements for maintence of work place are planned and implemented
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D.2 .Environment of office, workplace and campus is ensured to be conducive to enhance
efficiency
D.3. Proper house keeping renders the campus / working premises, clean, hygienic, safe,
attractive and promotion of good will
D.4. Safety of persons, working assets and estate is ensured by suitable safety measures and
insurance plans
D.5. Personality Development (physical, intellectual, cultural, spiritual, social) measures for
employees are planned and provided
D.6. Staff welfare package is evolved and administered to enhance, mutual understanding,
respect and fraternity among employees and their family members (by way of get together
camps, tours workshop etc.)
D.7. Promotion of team work and leadership is ensured to achieve effective communication
and coordination in service delivery
D.8.Schemes are designed to boost morality and ethics among employees and implemented
by celebration of national and regional festivals
D.9. Employees with requisite skill and talent are selected in each functional area of APD
and deployed for entertaining visitors and dignitaries.
D.10. Team of propagaters, suitably trained in communication are deployed for Projecting
APD image impressively and develop rapports with community, outside agencies and
potential donors.
D.11. Institutional loyalty and sense of belonging among employees enhanced and run forced
through appropriate measures.
D.12. Measures are taken to create awareness of the philosophy, values, purpose, ethical
standards for which APD is committed. Employees are enabled to realize the importance and
practice in their personal and service career.
E. Out Put
E.1. Enhancing the sense of safety and security in the minds of employees
E.2. Well versed personel to boost institutional image by their attitude, action and service
delivery
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E.5. Employees are satisfied by the welfare and development facilities together with
conducive work environment.
E.6. Employees family members are brought into the fold of functional areas of APD
enabling them to enhance the pride of association with APD
E.9. Availability of committed and competent personnel to carry out any assigned task to
meet the specific requirement
E.10. Retention of meritorious personnel required for service delivery with consistently
improved quality
E.12. Well trained personnel to spread APD message and propagate spirit of service to the
Disability sector.
A Purpose:
A.1 To provide a healthy environment that is safe, fair and free from discrimination and
harassment
A.2 To ensure fair and equitable treatment for every employee of the Organization
A.3 Resolution of all work related problems, by use of mediation and compromise between
employees and supervisors
A.4 To enhance faith and belief of employees that they are heard and treated to come out of
their difficulties
A.5 To justify the action taken convincingly in case of the employees whose services are
terminated for unsatisfactory performance or for indiscipline.
A.6 To relieve employees from personal problems
A.7 To prevent potential injustice, harassment and unwarranted treatment which are detriment
to the institutional image
A .8 To convince and console the employee with genuine grievance and justified complaint
Note: 1. GRIEVANCE is a lingering ill will towards a person for a real or imagined wrong
.It applies to a circumstance or condition that constitutes an injustice to the
sufferer and gives just ground for complaint
2. COMPLAINT is an expression of dissatisfaction, pain, or resentment. The
grievance is communicated in the form of a complaint. It may either be
verbal or writing or any suitable form, expecting its resolution
B. Scope:
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This process is applicable to all the employees irrespective of their category, nature, status,
and their grievance brewed as the result of:
B.1 Work related problems
B.2 Prejudicial treatment in the work place
B.3 Discrimination and harassment to employees
B.4 Personal problems-emotional, family, financial and social
B.5 Wrecked inter personal relationship
Complaints against:
B. 6 Non compliance against social injustice during the service delivery
B.7 Failure to extend entitled benefits and facilities
B.8 Deprival of opportunity to career growth
B.9 Deficiency in service delivery caused by non provision of facilities /source
materials/resources
B.10 Occurrence of unpleasant incidence during the job performance/ work place
B.11 Grievance/complaint expressed and communicated through verbal or in writing;
preferably in writing.
C. Inputs:
C.1.Grievance resolution is an integral part of line managerial duties, which also include
responsibility for identifying, preventing, responding to and redressing problems in the
institution.
C.2. Grievances should be treated seriously, expeditiously and sensitively, having due regard
to procedural fairness, confidentiality and potential for victimization.
C.3 Grievances should be handled quickly and as close as possible to their source.
C.4 Employees should raise concerns as early as possible after the incident relating to the
complaint has occurred.
C.5 Wherever possible, grievances should be resolved by a process of discussion, co-
operation and conciliation. The aim is to reach an acceptable outcome that minimizes
any potential detriment to ongoing work relationships.
C.6 Both the complainant and the respondent will receive appropriate information, support
and assistance in resolving the grievance.
C.7 Employees should not instigate grievances that are frivolous or malicious.
C.8 Employees are expected to participate in the grievance resolution process in good faith.
C.9 Individuals who have opted to resolve grievance will not be reprimanded or
discriminated for initiating an inquiry or complaint
C 10. The complainant can appeal to the Management if the complainant has strong reason to
believe that he/she did not get justice at the senior management level.
D. Process Progression
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D.1 An employee makes out clearly the incidence/situation for the complaint /grievance
before communication. Communication may be verbally or in writing. (Preferably in
writing in the prescribed format.). The complaint is duly acknowledged and kept
informed about the progress and status frequently. Due confidentiality and secrecy is
ensured .
D.2 An employee who has complaint, first discusses the problem with his/her immediate
superior. In case of the complaint itself is against the immediate superior, next higher
authority shall be resorted to.
D.3 Superior concerned shall extend supportive environment to resolve the problem; and shall
review the grievance, obtains and verifies facts and if required consults higher
management.
D.4 In case the complaint qualifies for disciplinary action the same is referred directly to the
Director (HRD). In other cases, the complaint is forwarded to Grievance Handling
Committee/ Authority
D.5 Grievance redressal /complaint handling is carried out as per the specified guidelines
annexed hereunder.
D.6 If the problems are not resolved with the immediate superior, the individual may choose
to discuss the situation with the higher authorities. .
D.7 If the problem persists or remains unresolved, the grievance shall be referred to the
Executive Director for final decision. He shall resolve and direct appropriate action. In
case of necessity due to seriousness of the instant case, he shall consult the Hon
Secretary and act as per his direction.
D.8 The Director (HRD) takes disciplinary action against the complained/respondent
necessitated by the decisions of the final authority for resolution.
D.9 Proceedings of the Complaint handling/ Grievance redressal is documented. Final
Resolution is recorded in the specified Format and preserved with personal for
Documents and records are preserved for minimum retention period of 5 years from the
date of resolution.
E Out Put:
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6.10. Management of Voluntary Services
A. Purpose:
A.1.To realizes vision and achieve mission through services of volunteer infrastructure.
A.2. To facilitate employees to enhance their efficiency and effectiveness in carrying out the
assigned tasks
A.3. To achieve cost effectiveness and quality improvement of the performance of various
events, programme, projects and tasks.
A.4. To achieve value addition to the organization by enhancing quality and variety of
services provided by APD
A.5. Optimum utilization of volunteers’ potentiality, skills, services spirit, enthusiasm that
they sacrifice. Their time and skill utilized not for monetary consideration to achieve
independent outlook but a fresh perspective to service design & delivery. Also for
revolutionize by mobilize large masses towards single cause
A.6. Volunteers are managed and handled efficiently to derive maximum advantage to the
organization.
A.7. To ensure effective coordination between the performing personnel of APD and the
volunteers
A.9. To achieve economy of operations in projects, programmes and planned special events.
B. SCOPE:
B.3. Assigning tasks to volunteers based on their capabilities and needs of APD
B.5. Review of voluntary management system based on service performance report and
feedback from the volunteers
B.6. Affect continual improvement plan formulated on the outcome of review and feedback
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C. INPUT:
C.1. Volunteering is defined as a form of social behavior undertaken freely, which benefits
the community and society at large as well as the volunteer, and which is not driven by
financial consideration ( UNDP 2005 Developing a volunteer infrastructure)
C.2. Volunteering must be a choice that is freely made and encouragement to become
volunteer should not results in coercion or compulsion
C.4. The contribution made by the volunteers to the social economy and to the wider social
objectives must be valued and recognized explicitly
C.5. Opportunity must be created for inclusiveness to help diversity of people to feel usefully
involved. The principle of equal opportunities must be adopted to support diversity
C.6. Effective communication is ensured to enable the persons with vague initial interest but
high motivation, moved to the next step
C.7. Formality for admission of volunteer are made so simple as to avoid possible de
motivation. Communication and conversation should be so impressive and pleasant to
enhance motivation and spirit of volunteership
C.8. systematically and purposefully designed induction programme is offered to the new
volunteers to reinforce their motivation and gain requisite knowledge for voluntary services
C.9. Experience sharing with senior volunteers is ensured during the induction, with
purposeful participation, exchanging of ideas
C.10. Proper measures are adopted to appreciate, value their feedback and recognize their
contribution in order to sustain volunteer’s motivation, enthusiasm and commitment
C.11. Need analysis of the volunteers, contribution is made professionally based on the
SWOT analysis on the volunteer
C .13. Tasks which are expected to be carried out by the volunteer are defined clearly and
communicated effectively. This information is incorporated in Volunteer registration
document for further monitoring and assessment document of recruitment, impact on the
service delivery of APD
C.14. Documentation of volunteer’s placement and, description of the work assigned is made
with clear indication of function, assignment etc
D.1. Individuals who are prepared for carrying assigned tasks are invited through a
communication containing general information on organization vision, mission, objectives
function and operational details.
D.2. This communication should highlights areas in which volunteers can take active part
based on a need analysis carried out systematically and professionally
D.3. Enquiries by the interested candidates are encouraged through proper and prompt
response
D.4. Enquiries are dealt with effective communication and conversation by the experienced
executives who take care to encourage the candidates to get enrolled as volunteer
D.5. Registration of candidates is carried out by collecting particular, as per the specially
designed format for the purpose, on skill, competence, back ground, resource to spare, areas
of interest etc.
D.7. Personal interview is held to access suitability of the candidate for the specific tasks
event/ programme in terms of attitude, aptitude, field of specialization, resources.
D.8. On finding the candidate suitable, a formal assignment letter which entails as a bonafide
volunteer with authentic identification to represent APD is given
D.9. Detailed dialogue is held with the volunteer assignee (volunteer) to determine terms of
reference to carry out the assigned task. Information on privileges and obligations on the part
of the volunteer is furnished with clarity and precision
D.10. Volunteer is introduced and entrusted to the functional head concerned to get the tasks
carried out effectively and efficiently
D.11. Need based induction and orientation programme is considered depending on the
nature, type and group size of the volunteer enrolled
D.12. Support services and monitoring are ensured by the concerned functional head to
provide conducive work environment to the volunteer
D.13. Feedback from the volunteer is obtained, by analyzing which necessary corrective
action in carried out. A suggestion for improvement is given due attention and care.
D.14. Grievances and complaints received from the volunteer are handled to prevent brewing
of dissatisfaction and adverse effect on their services
D.15. Recognitions and appreciation of meritorious services rendered by the volunteers are
accorded in public get together party, as token of appreciation may be considered depending
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on individual merit. Appreciation letter may be issued liberally to giving away memento
every deserving volunteer
D.16. Option for terminating voluntary ship may be on either side. The closure of
voluntership should/ be through issue of thanking letter/ certificate with offer for sentry at
any later date.
D.18. A team of coordinators reporting every furnished area, lead by volunteer manager at
the institutional level the team prepares plan for utilization of voluntary service monitor the
progress and initiate corrective and preventive measures for carrying out the assigned task
successfully.
E. OUT PUT
E.1. Volunteer management system manual is kept up to date and ensured to be in place and
use by the concerned
E.2. The manual is made available to the volunteer on request for reference
E.3. Review of the manual to ascertain suitability of its continuation with passage of time
and changing environment is done by the senior management under the supervision of the
Hon. Secretary
E.6. structured statement of volunteer’s task wise, function wise, period wise, event wise etc
are maintained
E.7 Progress report on availing volunteer services is prepared periodically (quarterly) and
presented to the Board for its review and direction.
E.8. Perspective plan for availing voluntary services is prepared and is broken into short and
medium term sub plans
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References:
A Statutory Requirements
A.1 Income Tax Act 1961
A.2 Employees Provident Fund Act
A.3 Gratuity Payment
A.4 Government Rules and Regulations related to Labour ( including Minimum Wages ,
Child labour, Harassment to Women, Persons belonging to Socially priority sector.)
A.5 Employees State Insurance (ESI)/ Medical Benefits
A.6 Government Taxes and levies
B Institutional Documents
B.1 Bye laws of APD
B.2 Finance Manual
B.3 Manuals and Handbooks related to HR (including Employees Hand Book, Safety and
Health standards,
B.4 Voluntary Management System Manual
Personnel Policy and Staff Regulations
B.5 Cadre and Recruitment Rules
B.6 Pay, allowances and emoluments
B.7 Regulations on Services on Contract basis
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