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Government of India

STANDARD OPERATING PROCEDURES (SoPs)

CHILD HELPLINE

MISSION VATSALYA SCHEME

Savdhanta Sanrakshnam

Ministry of Women and Child Development

Government of India
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ABBREVIATIONS

CCL - Child in conflict with law

C-DAC - Centre for Development of Advanced Computing
CHL - Child Helpline
CNCP - Child in need of Care and Protection
CWC - Child Welfare Committee
DCPO - District Child Protection Officer
DCPU - District Child Protection Unit
ERSS - Emergency Response Support System
GIS - Geographic Information System
ILL - Internet Leased Line
JJB - Juvenile Justice Board
JJ Act - Juvenile Justice Act
JJ Rules - Juvenile Justice Rules
MHA - Ministry of Home Affairs
MIS - Management Information System
MPLS - Multi-Protocol Layer Switching
NGO - Non-Government Organization
NIPCCD - National Institute of Public Cooperation and Child Development
NIMHANS - National Institute of Mental Health and Neurosciences
PFMS - Public Financial Management System
POCSO - Protection of Children from Sexual Offences
POI - Points of Interest
PRI - Panchayati Raj Institution
SCPS - State Child Protection Society
SJPU - Special Juvenile Police Unit
SMS - Short Message Service
SoP - Standard Operating Procedure
TSP - Total Solution Provider
WCD-CR - WCD Control Room
WHL - Women Helpline
WCD - Women and Child Development
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1. INTRODUCTION

The Government of India enacted the Juvenile Justice (Care and Protection of Children) Act,
2015 as amended in 2021 for children in conflict with law (CCL) and children in need of care
and protection (CNCP) for catering to their basic needs through proper care, protection,
development, treatment, social re-integration and by adopting a child-friendly approach.

Childline Services is defined under section 2(25) in Juvenile Justice (Care & Protection of
Children) Act, 2015 as a twenty-four hours emergency outreach service for children in crisis
which links them to emergency or long-term care and rehabilitation service. ‘1098’ is a
national toll free 24x7 helpline number dedicated for children in difficult situations. The
Protection of Children from Sexual Offences Act, 2012 as amended in 2019 and Rules made
thereunder also provide role of Childline Services for reporting of cases under the Act.

The Childline Services are to be saturated from presently functional in 568 districts, 11 Bus
Stands and 135 Railway Stations to all the districts, identified Bus Stands and at the Railway
Stations identified by the Ministry of Railways.

The primary aim of Child Helpline Service is to support and assist any child who has fallen
out of the safety net to provide emergency and immediate response and connect the child to
existing long term services. This can range from providing medical, shelter, legal aid,
emotional support or guidance. Childline therefore acts as a crucial link between children in
distress conditions and services available for their rehabilitation, restoration or social re-
integration. For children with different needs, who call in anytime, anywhere, and for
anything, it acts as a one-point contact which facilitates instant access to support, advice
and active intervention.

The Ministry of Women and Child Development has issued the guidelines of Mission
Vatsalya scheme according to which States and Districts will execute the 24x7 Child
Helpline ‘1098’ service for children as defined under the JJ Act, 2015. The Child Helpline
shall be run in coordination with State and District functionaries and integrated with the
Emergency Response Support System 112 (ERSS-112) helpline of MHA.

The State/UTs shall submit their financial proposals annually regarding Child Helpline
Services duly filled in the prescribed formats, along with their implementation plans for
scrutiny before the Project Approval Board under Mission Vatsalya Scheme.

During the 15th Finance Commission period, Child Helpline shall be 100% funded under
Mission Vatsalya by the Government of India, for all States/UTs. The funds would be
released to State/UT Governments through Public Financial Management System (PFMS).
States/UTs shall comply with all the guidelines issued by the Department of Expenditure,
Ministry of Finance regarding procedure of release of funds and any further protocols on
operation of Child Helpline issued from time to time by the Ministry.

The States/UT shall reflect the amount in the audited statement of accounts together with
the necessary Utilization Certificate and Statement of Expenditure in respect of the grant for
Child Helpline and submit the same to the Ministry after close of financial year.

The Utilization Certificate and Statement of Expenditure in respect of grants received for
Child Helpline shall be furnished in accordance to Rule 239-240 GFR 2017 and in the Form
12C of GFR 2017. The provision of Rule 241 GFR 2017 shall also be ensured.

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2. ROLES & RESPONSIBILITIES

Child Helpline under Mission Vatsalya scheme at State Level shall be run under the overall
supervision of the Additional Chief Secretary/Principal Secretary/Secretary of the
Department of Women and Child Development/Social Justice & Empowerment of the State
identified to implement the Mission Vatsalya scheme and District Magistrate at the district
level.

State Level Monitoring and Review Committee of Mission Vatsalya Scheme headed by Chief
Secretary during their meetings shall review the performance of Child Helpline at the State
level and at district level, District Child Welfare and Protection Committee which is chaired
by the District Magistrate shall be responsible for periodic review of Child Helpline. The
review of Child Helpline must inter-alia include key performance indicators for effectiveness,
impact and response time of Child Helpline.

Summary of the roles and the responsibilities of different agencies are given below:-

Sl. Name of Agency Role Responsibility

No.
1 C-DAC Technology solution 1. Technology solution provider to
provider integrate Child Helpline 1098
with ERSS 112.
2. Supply hardware and technically
commission the WCD Control
Room in State/UT.
3. C-DAC will provide training
including hands-on training at
the WCD Control Room and
CHL Units at DCPUs.
4. Troubleshoot all technical
operational issues.
5. Generate MIS and data analytics
of calls.
2 State Child Overall supervision of 1. Set up 24x7 dedicated WCD
Protection Society Child Helpline under Control Room (WCD-CR).
(SCPS) Mission Vatsalya 2. Set up Child Helpline Unit at all
DCPUs.
3. Coordinate with allied
departments for convergence
strategies.
4. Set up Child Help Desk/Kiosk/
Booth at the selected Railway
Stations which shall be
operational round the clock.
3 District Child Nodal agency under 1. Supervise and monitor the day-
Protection Unit administrative control to-day operations of the Child
of District Magistrate Helpline Unit at DCPU.
to implement Mission 2. Coordinate rescue teams with
Vatsalya scheme. allied SJPU, Railways, Labour,
etc.
3. Coordinate to ensure production
of children before the CWC/JJB
as the case may be.

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4 Child Helpline Unit Nodal Child Helpline 1. Take non-emergency calls

at DCPU Unit at DCPU level to requiring legal, psycho-social
attend to all calls for counselling or education,
help for children support landing at WCD-CR and
forwarded to CHL Unit
established at DCPU.
2. Assist the ERSS 112 in
emergency calls as required.
3. Shall be available round the
clock and provide outreach
service for children in crisis
linking them to emergency and
long-term care and rehabilitation
services.
5 Ministry of To rescue child in 1. The Railways shall provide
Railways need of care and space of 6x6 sq. feet free of cost
protection travelling, for setting up of a Child Help
living, working or in Desk/kiosk.
conflict with law, on 2. Implement the SoP of 2021
any part of the issued by the DG RPF.
Railways premises or
in train or Railway
Vehicle.
6 Child Helpline To rescue child in 1. The States/UTs shall provide
Desk at Bus need of care and space of 6x6 sq. feet free of cost
Stands protection travelling, for setting up of a Child Help
living, working or in Desk/kiosk at identified Bus
conflict with law, on Stand.
any part of the Bus 2. The Child Helpline Desk shall be
Stands. available round the clock and
provide outreach service for
children in crisis linking them to
emergency and long-term care
and rehabilitation services.
7 Child Help Group To rescue child in 1. States/UTs shall engage Child
at sub- need of care and Help Groups/ volunteers to rush
district/Ward/PRI protection travelling, to immediate aid of children in
level living, working or in distress situations.
conflict with law, in 2. To assist the CHL unit at DCPU
emergency situations on the spot in such cases.
at the sub-district
level/ward/PRI.
8 Allied To aid in the rescue Coordinate to ensure production
Departments- of child in need of of children before the Medical
Labour, Police, care and protection Authorities/CWC/JJB/SJPU as
Education, Health, or in conflict with law, the case may be.
Skill, rural in emergency
development, situations in their
Panchayati Raj, area of jurisdiction.
Urban Local
Bodies, Municipal
Authorities etc

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3. WCD CONTROL ROOM

As per the Mission Vatsalya scheme guidelines, since Child Helpline shall be run in
coordination with the State and District Administration, a 24x7 dedicated WCD Control Room
(WCD-CR) will be setup for Child Helpline in each State/UT and will be integrated with
ERSS-112.

Ministry of Women and Child Development through C-DAC shall provide necessary technical
infrastructure for setting up of WCD Control Room in all States/UTs where CHL and WHL
call takers shall be co-located so as to handle women and child related calls in a single
location.

The WCD-CR shall work in close coordination and supervision of State Child Protection
Society (SCPS) in matters related to children.

3.1 Roles and responsibilities of States/UTs:

i. Identify State level Nodal officer and second level Nodal Officer with one of them
possessing technical knowledge and expertise to support C-DAC.
ii. Provide sufficient space for setting up the WCD Control Room.
iii. WHL and CHL Call-Takers to be co-located in same control room premises.
iv. Electrical wiring with necessary power sockets for powering Call-Taking consoles.
v. Assist in establishing Multi-Protocol Layer Switching (MPLS), Internet Leased Line
(ILL) and Primary Rate Interface (PRI) connectivity.
vi. Provisioning of other basic infrastructure in WCD Control Room.
vii. Air-Conditioned Server and Call Taker’s rooms at WCD with UPS facility
viii. Facilitate conducting user-training for WHL/CHL users.
ix. Provide digital GIS Points of Interests (POIs) relevant to WHL and CHL operations.
x. Ensuring data protection at the WCD Control Room.
xi. Extend all support to C-DAC for successful installation & commissioning.
xii. Preparing a Resource Directory for linking child related calls to available services.

3.2 The Call Architecture is given at Annexure-I.

3.3 Infrastructure:

The technical infrastructure of WCD-CR shall consist of servers and client components shall
be provided by C-DAC. The server infrastructure comprises of the following modules:

i) Application Server
ii) Database Server
iii) GIS Server
iv) Automated Call Distribution and Computer Telephone Integration
v) Voice Logger
vi) E-Mail gateway
vii) SMS Gateway
viii) Report Server

The client components consist of the workstations and IP Phones.

3.4 Space Requirement:

The WCD Control Room to be provided with adequate space and infrastructure by the
concerned States/UTs. The WCD-CR may function from the premises of the State

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Department working on the child protection/welfare issues in the State. In case the State/UT
Government is unable to provide space, it may function from a rented building. Efforts may
be made to utilize the existing infrastructure of States/UTs instead of creation of new
infrastructure.

Space requirement for each State/UT will vary as the number of call taking consoles (No. of
workstations) for a State/UT depends on the category. Each Call-Taking console requires 30
sq.ft (6x5) and the Data Centre requires 100 sq. ft (10x10).

The data centre facility envisaged is common for WHL and CHL operations. For the optimum
and efficient use of available resources, it is mandated that WHL and CHL Call-Takers are
co-located in the same venue (WCD-CR). The Data Centre will be setup in the WHL Centre.
In any case if the CHL Call-Takers sit at a different location, additional dedicated MPLS
connectivity would be arranged between WCD CR and CHL unit by the State/UT.

3.5 Call Classification:

All incoming calls to 1098 may be classified into following categories:

i) Emergency calls, ii) Non-emergency calls and iii) Information calls

Emergency calls Non-Emergency calls Information calls

Medical/Health Psycho-social support/ Emotional Information about

Support and guidance referral and other
services
Police Legal support

Fire Education

Ambulance Technical/ Customer Care

Protection from abuse Blank/Silent

Child in conflict with law Wrong/fun/crank

Child Marriage Personal calls/calls from friends

and family

Missing Inbound other calls

Child lost/found and Follow up calls

identified as lost (missing)

Child labour Administrative

Death related

Restoration

3.6 Call Management:

Depending upon the category of the call, the Call Operator shall follow the below laid down
procedure for transferring the call to 112 or CHL unit of DCPU:

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i) Emergency calls: All Emergency calls shall be forwarded by the WCD Control
Rooms to ERSS-112. While forwarding the calls to 112, concerned CHL Unit also be
informed of the case for intervention.
ii) Non-Emergency calls: Non-emergency calls on post assessment and nature of the
call shall be transferred to CHL Units of DCPUs for providing necessary support and
intervention as per the case.
iii) Information Calls: These are calls wherein caller is looking for information either
pertaining to other services/schemes of the Government. The call may be handled by
the Call Operators of the Control Rooms wherever information is available or may be
transferred to CHL Units of DCPUs for providing information to the caller.

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3.7 Call Flow:

WOMEN RELATED
CALL

CALL FORWARDED
TO 181

NON EMERGENCY CALL INFORMATION CALL

EMERGENCY CALL

CALL FORWARDED TO ERSS-112 AND CALL FORWARDED TO CHL UNIT

INFORMATION PROVIDED
CHL UNIT AT DCPU ALSO BE AT DCPU ON POST ASSESSMENT
TO CALLER BY WCD
INFORMED ABOUT THE CASE AND BASED ON NATURE OF CALL
CONTROL ROOM OR CALL
FORWARDED TO CHL UNIT
AT DCPU FOR SPECIFIC
INFORMATION BY THE
FOLLOW UP OF CASE CALLER

i) DOCUMENTING ALL CALLS AND RECORDING

DETAILS OF THE CALLER AND SHARE THE CASE CLOSED
DETAILS OF THE CALLER WITH 112 OR CHL
UNITS OF DCPUS.
ii) FOLLOW UP WITH 112 OR CHL UNITS AT
DCPUS FOR DOCUMENTING DETAILS OF
INTERVENTION CASES HANDED OVER TO
THEM AND TO GET FOLLOW-UP FOR THE
CASES HANDLED THROUGH OUTREACH
PROGRAMS.

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WCD Control Room shall answer the calls 24x7, 365 days in a weekly shift pattern. The
State level control room for WCD will have dedicated infrastructure that can handle different
types of distress signals like voice calls, SMS, emails etc. It will have specialized call takers
for child related calls. A Child can seek help using following options:

i) Dial 1098 for child helpline

ii) Send SMS to the specified number from the phone
iii) Send email to the specified address

Child related help requests can be received in the ERSS also. This occurs when a person
makes a call to 112 or sends SMS or panic signals to 112. The call takers assess the nature
and severity of the case and if required it will be dispatched to the WCD control room.

Call Operator should be trained for answering calls and shall practice on scripts for
answering various categories of calls. Whenever a call is made to 1098, call is auto-routed to
concerned State’s or UT’s WCD Control Room. Caller’s identification and caller location is
obtained through Telephone Subscriber database and Location Based Services. Once a call
lands on WCD-CR, a Unique ID Number is generated for each call and call is transferred to
the call operator. The decision of transferring the call to CHL units shall be done within 5
minutes of the call. The responsibility of WCD Control Room includes:

i) Answering all inbound calls to 1098 and transfer the call to 112 or Child
Helpline Unit at DCPUs or 181 in case of calls related to women.
ii) Documenting all calls and recording details of the caller and share the details
of the caller with 112 or CHL units of DCPUs.
iii) Follow up with 112 or CHL units at DCPUs for documenting details of
intervention cases handed over to them and to get follow-up for the cases
handled through outreach programs.
iv) Providing information to the caller of different services/resources for the
welfare of children.
v) Closing the call after seeking follow up from 112 or CHL units.

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4. CHILD HELPLINE UNIT (CHL)

A. Child Helpline Unit at DCPU:

The District Child Protection Unit working under the overall supervision of District Magistrate
is the nodal agency for ensuring service delivery and care and protection of children in the
district. The DCPU shall implement all child protection legislations, schemes and work for
achievement of child protection goals as laid out in the Mission Vatsalya scheme guidelines.

The CHL Unit working under the overall administrative control of District Magistrate shall be
available round the clock and provide outreach service for children in crisis linking them to
emergency and long-term care and rehabilitation services. Each of this unit shall abide by
the provisions as laid down under JJ Act, 2015 and amended in 2021 while handling cases
of child.

All efforts should be made to provide space for CHL Unit in the existing DCPUs for better
coordination and monitoring or in nearby building failing which rent provision has been made
for CHL Units with proper security arrangement.

Roles and Responsibilities of CHL Unit at DCPU:

i) Responding to calls related to children which have been transferred from WCD
Control Room and provision of rescue and outreach services for children in need of
care and protection;
ii) Reaching the child in distress requiring physical intervention is expected to be
completed within 30 minutes on an average;
iii) Coordinating rescue and other outreach services with the help of relevant local
departments like police, administration, labour, health, railways and others;
iv) Ensuring proper documentation of all children rescued to facilitate their rehabilitation
and restoration;
v) Functioning under overall supervision of the DCPU;
vi) Producing children before the Child Welfare Committee (CWC) for ensuring care and
protection;
vii) Supporting the CWC in the long term rehabilitation of children, where required;
viii) Supporting a national network for the tracking of missing children;
ix) Providing data related to children rescued and rehabilitated to DCPU/SCPS for
compilation of a national comprehensive database of child protection;
x) Creating awareness and ensuring access to the 1098 Child helpline number;
xi) Research, documentation, awareness and advocacy on issues related to Child
Helpline;
xii) Establishing linkages with other child protection services, community and local
bodies for meeting the immediate needs of children rescued;
xiii) Compiling and updating the Resource Directory of Services for children in the city.
xiv) Monthly reporting to the DCPO about the functioning of CHL unit in the district;
xv) Orientation and sensitization of various Government Departments on child protection
in coordination with the DCPU and SCPS;

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B. Child Help Desk at Railway Station:

Ministry of Women and Child Development and Ministry of Railways have signed an MoU on
19.05.2015 to ensure care and protection, security and well- being of run-away,
unaccompanied and trafficked children who came into contact with the Railways. A Revised
Standard Operating Procedure (SoP) has been issued by DG/RPF letter
No.2012/Sec(Crime)/45/72 dated 23.12.2021 for the Railways’ 2021 to ensure care and
protection of children in contact with the Indian Railways. The copy of revised standard
operating procedure is available at https://indianrailways.gov.in/ and may be referred by
States/UTs while dealing with children in contact with Railways.

The child in contact with the Railways is a child as defined in section 2(12) of the Juvenile
justice Act, 2015 (as amended in 2021) as requiring care and protection and also includes
any child travelling, living, working or in conflict with law, on any part of the Railways
premises or in train or Railway Vehicle.

A child means any person below the age of 18 years as per the Juvenile Justice (Care &
Protection of Children) Act, 2015 (as amended in 2021). A child in need of care and
protection at the station and on moving train means:

 Unaccompanied children in need of support.

 Child travelling alone and is in crisis.
 Missing children found at the stations or in the moving train.
 Children being trafficked.
 Children separated from their family either by missing the train or left out by parents.
 Children run away from their homes and families.
 Children living at the station.
 Working children at the station or on train.
 Injured, ill/physically challenged children at the station.
 Abused children or vulnerable to abuse.
 Children involved in drug addiction at the station.
 Rag picking children.
 Abandoned including disabled children at the station.
 Child beggars.

One of the operative instructions of the SoP is to set up Child Help Desk/Kiosk/ Booth at the
selected Railway Stations which shall be operational round the clock. The Railways shall
provide space of 6x6 Sq. feet free of cost for setting up of a Child Help Desk/kiosk and cost
of setting up of Child Help Desk/kiosk/Booth shall be released to the concerned State/UT.

The concerned DCPUs in coordination with Railway authorities will have the overall
responsibility of implementing SoP for the Railways’ 2021 to ensure care and protection of
children in contact with the Indian Railways.

C. Child Help Desk at Bus Stands:

The States/UTs shall provide space of 6x6 Sq. feet free of cost for setting up of a Child Help
Desk/kiosk at identified Bus Stands. The Child Helpline Desk at Bus Stand shall be available
round the clock and provide outreach service for children in crisis linking them to emergency
and long-term care and rehabilitation services. The overall responsibility of Child Help Desk
at Bus Stands to ensure care and protection of children in distress situations shall however
be of the concerned DCPUs.

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D. Child Help Group at Sub-district level/Ward/PRI:

States/UTs shall engage Child Help Groups/volunteers to rush to immediate aid of children
in distress situations which will assist the CHL unit at DCPU on the spot in such cases.

Child Help Groups/volunteers are to be engaged to encourage public participation, develop

synergy in efforts, promote collaborations for fostering linkages and utilize the resources for
assisting the CHL unit at DCPU on the spot in such cases. The organizations under any
Government initiative like Bharat Scout and Guide, NSS Volunteers, Nehru Yuva Kendras
etc., or the NGOs, Self-Help Groups etc., which are already working for the similar
objectives, may be identified.

Financial Support for Child Help Group is given in Annexure-IV (Part-B) under Child
Helpline Unit at DCPU.

4.1 Awareness Generation and Outreach Activities:

i) The CHL Unit at district level /Child Help Desk at Railway Stations/Bus Stands and
Child Help Group at sub-district/Ward/PRI will be responsible for conducting
awareness and outreach activities regarding provisions of Juvenile Justice (Care &
Protection of Children) Act, 2015, Mission Vatsalya Scheme guidelines and
awareness about Childline-1098.
ii) Organizing active outreach programs and display of Child Helpline kiosks during
Melas for providing assistance and support to children found in distress situations.
iii) DCPU shall prepare a quarterly activities calendar for CHL Unit at district level /Child
Help Desk at Railway Stations/Bus Stands and Child Help Group at sub-
district/Ward/PRI. These activities shall be undertaken by CHL staff in accordance to
the calendar and DCPO shall make sure that such activities as covered in the
calendar are conducted by the staff of CHL. The CHL staff of the district, in addition
to this can also decide for additional activities to be undertaken for purposes of
awareness generation.
iv) The DCPO shall be responsible for making tie up arrangements with different
organizations for conducting for conducting activities with the CHL staff.
v) DCPO shall facilitate regular and periodical quarterly meetings with advocates of
DSLSA.

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4.2 Call Flow:

CALLS TRANSFERRED FROM WCD CONTROL ROOM

EMERGENCY CALL NON EMERGENCY CALL INFORMATION CALL

CALL UNIT TO PROVIDE NECESSARY CHL UNIT TO PROVIDE NECESSARY

INFORMATION PROVIDED
ASSISTANCE SUPPORT AND INTERVENTION AS
PER THE CASE TO CALLER BY CHL UNIT AT
DCPU

FOLLOW UP OF CASE

i) FIRST FOLLOW-UP TO BE DONE WITHIN 1 HOUR OF

TRANSFERRING THE CASE. CASE CLOSED

ii) SECOND FOLLOW WITHIN 8 HOURS OF TRANSFERRING

THE CASE.

iii) THIRD FOLLOW UP TO BE DONE WITHIN 24 HOURS OF

TRANSFERRING THE CASE.

iv) SUBSEQUENT FOLLOW UP AFTER EVERY 7 DAYS FROM

1ST DAY OF CASE HANDOVER TILL CASE IS MARKED AS
CLOSED BY THE CHL UNIT.

v) CHL UNIT WILL SEND A DAILY REPORT TO THE WCD

CONTROL ROOM REGARDING TRANSFERRED CASES TO
THE CHL UNIT.

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4.3 Call Management:

The CHL unit staff shall respond to the transferred calls to CHL unit of DCPU as given
below:
i) Emergency calls: Emergency calls as forwarded by the WCD Control Rooms for
assistance.
ii) Non-Emergency calls: Non-emergency calls on post assessment and nature of
the call as transferred to CHL Units of DCPUs for providing necessary support and
intervention as per the case.
iii) Information Calls: Calls as transferred by WCD Control room to the CHL unit.
These are calls wherein caller is looking for information either pertaining to other
services/schemes of the Governmentt which may be provided by the call taker.

4.4 Timelines for Follow Up of Cases by CHL Unit and Closing of the Case:

Each call shall be followed up to ascertain whether the child in distress has been
rescued/given medical aid/produced before CWC/JJB and temporary rehabilitation status
and any other necessary intervention. CHL unit should take follow-up of cases transferred to
them by WCD Control Room as per the time lines given below:

i) First follow-up to be done within 1 hour of transferring the case.

ii)Second follow-up within 8 hours of transferring the case.
iii)
Third follow-up to be done within 24 hours of transferring the case.
iv)Subsequent follow-up after every 7 days from 1st day of case handover till case is
marked as closed by the CHL unit.
v) CHL unit will send a daily report to the WCD Control Room regarding transferred
cases to the CHL unit.

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5. HUMAN RESOURCE

States/UTs as per their population have been categorized as A, B & C (Large, Medium and
Small), accordingly financial support shall be provided to each State/UT. States/UTs will be
responsible for extending support and cooperation to C-DAC in setting up of WCD Control
Rooms. The categorization of States/UTs is given at Annexure-II.

A. Human Resource at WCD Control Room:

The WCD Control Room shall consist of following contractual staff:

i) Helpline Administrator – 01
ii) Call Operators – from 12 to 18*
iii) IT Supervisor - 01
iv) Multi-purpose Staff – 03
v) Security Guard/Night Guard - 03

*Number of Call Operators at WCD Control Rooms may vary on the basis of categorization
of the State/UT given at Annexure-II.

B. Human Resource at CHL Unit at DCPU:

The CHL Unit at DCPU shall consist of following contractual staff:

i) Project Coordinator - 01
ii) Counselor - 01
iii) Child Helpline Supervisors – 03 or 04*
iv) Case Workers - 03 or 04*

*The number of posts in the category of Child Helpline Supervisors and Case Workers would
proportionately increase/decrease on the basis of population of the districts (Refer:
Annexure-V). States/UTs shall be provided budget for CHL Unit at DCPU based on the
population of the districts as approved by Project Approval Board (PAB) (Refer: Annexure-
IV (Part-B)).

C. Human Resource at Child Help Desk at Railway Station and Child Help Desk at
Bus Stand:

The Child Help Desk at Railway Station and Child Help Desk at Bus Stand shall consist of
the following contractual staff:

(i) Child Helpline Supervisors - 03

(ii) Case Workers - 03

D. Welfare Measures for the CHL Staff : The Human resources engaged for the
welfare of children in need of care and protection and children in conflict with law will play a
vital role in the prompt and effective delivery of services as well as ensuring safety and
protection of children in difficult circumstances. The staff shall be engaged on contract or
outsource basis by the States/UTs and shall ordinarily be upto the 15th Finance Commission
cycle i.e., upto 2025-26 subject to annual performance appraisal.

Background verification of Staff by Police is mandatory prior to their appointment, to ensure

credibility and accountability of Staff. All manpower engaged under the Child Helpline shall
maintain confidentiality of all records failing which suitable action may be taken.

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Contractual Staff, if any, will not be paid wages at a rate lower than the prescribed minimum
wages by the States/UTs for the relevant skills/ knowledge sets. The social security benefits
such as EPF, ESIC, or any other statutory benefits needs to be extended to staff engaged by
the State/ District, as per extant provisions of law. Any statutory taxes / duties such as GST
etc. would not be deducted from the salary of the contractual staff. The applicable taxes and
duties would be payable by the respective State Government/UTs from their own budget.

The staff deployed at the institutions shall be permitted to avail 12 days leave in a year with
the approval of designated authority. Further, Maternity Leave to the women staff shall not
ordinarily be denied. However, in such cases while granting leave it may be ensured that the
institutions stay operational at all times.

5.1 The Indicative Qualifications of staff at WCD-CR, CHL Unit at DCPU, Child Help Desk at
Railway Station and Child Help Desk at Bus Stand is given at Annexure-III.

5.2 Financial Support for WCD Control Room is given at Annexure-IV (Part-A).

5.3 Financial Support for CHL unit at DCPU is given at Annexure-IV (Part-B).

5.4 Financial Support for Child Help Desk at Railway Station and Child Help Desk at Bus
stand is given at Annexure-IV (Part-C).

Data Security:

Data Security is one of the most important functions and should be given high priority by
all States/UTs. Any report should only be accessible to authorized personnel working in
WCD Control Rooms. Servers should be kept in secured environment.

Engagement of different stakeholders at State, Districts and others for case

management:

All States/UTs must make concerted efforts to work closely with all allied departments like
Education, Health, Home/Police, Labour, Railways etc., in order to ensure convergence,
support and cooperation during case intervention. This takes place through four main areas
of collaboration: (a) case intervention (rescue, restoration with families, access to
entitlements and rehabilitation); (b) orientation capacity building of allied departments to
share understanding towards more effective interventions mentioned in (a); (c) co-organizing
with state and district administration special campaigns, events on days of significance,
awareness drives, facilitating access of schemes, (d) coordination and convergence from
micro to macro level, a continued work in progress towards better child friendly services,
timely effective rehabilitation and access to justice.

The feedback and findings of child protection issues intervened by CHL Units should be
presented before District Magistrate/Collector for seeking guidance and support.

(i) In case of requirement of police or medical assistance, call shall be transferred to

ERSS-112 to provide all possible assistance to the caller.

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6. TRAINING AND CAPACITY BUILDING

C-DAC will provide technical training including hands-on training at the WCD Control Room
where WHL/CHL personnel and CHL Units at DCPUs to work on the system and to
familiarize the operations of the system. Manuals required for operations will be provided by
C-DAC. State/UT shall extend all support to C-DAC for conducting the training.

Ministry will also collaborate with C-DAC, National Institute of Public Cooperation and Child
Development (NIPCCD), Ministry of Railways and National Institute of Mental Health and
Neurosciences (NIMHANS)for capacity building of staff, developing of intervention
protocols/training modules for effective implementation of the Juvenile Justice Act (Care and
Protection of Children) Act, 2015 (as amended in 2021) and for providing psycho-social
support to children during calls and physical interventions.

Ministry will also support outreach strategies to universalize access and use of the Child
Helpline in the States/UTs.

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7. REPORTING MECHANISM

C-DAC shall develop MIS report generation modules for States/UTs for reviewing of cases
and better decision making which may be customized as per specific needs of the States, if
required. An MIS module shall also be prepared for the Ministry for monitoring of CHL at
State and district levels. This MIS will generate data which would enable policy decision
making for the best interest of the children. Reporting module based on following parameters
is to be developed by C-DAC:

i) State-wise calls related to children landing at 1098.

ii) State-wise calls landing at 112 forwarded to 1098.
iii) State-wise calls forwarded from 1098 to 112 requiring specialized services of
Police, fire and medical.
iv) Categorization of calls answered based on providing merely information, advice,
psychosocial support or requiring physical intervention and forwarded to DCPUs.
v) Average time taken to close the call.
vi) Make Child Helpline data available on Mission Vatsalya portal.

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8. CONVERGENCE

States/UTs shall encourage convergence for Child Helpline Services with other line
departments, agencies, organizations and all stakeholders for enabling a protective
environment for children.

Indicative list of activities for convergence under CHL are as under:

i) Rescue by Railway Police/ Labour Department,

ii) First level intervention by Social Workers of DCPUs/SJPUs,
iii) Medical check-up by District Health Department,
iv) Tracing of family members with the help of Police/SJPUs
v) Production before the CWC,
vi) Ensure Placement of the child with a ‘fit person’ from civil society or ‘fit institution’,
vii) Legal support by Law Department and CWC,
viii) Counselling and guidance from counsellors/ Social Workers,
ix) Repatriation of the child with help of police/labour department officials/PRIs.

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Annexure-I

Call Architecture:

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Annexure-II

Category of States/UTs: Based on the data of population as per 2011 Census, States/UTs
have been categorized in categories A, B and C. The categorization of States/UTs is similar
to that of Women Helpline. All States/UTs have been classified as under:

i) Category A : Population size more than 60 lakh

ii) Category B : Population size between 10-60 lakh
iii) Category C : Population size less than 10 lakh

Sl. No States/UTs
Category-A (Large)
1 Uttar Pradesh
2 Maharashtra
3 Bihar
4 West Bengal
5 Madhya Pradesh
6 Tamil Nadu
7 Rajasthan
8 Karnataka
9 Gujarat
Category-B (Medium)
10 Andhra Pradesh
11 Odisha
12 Telangana
13 Kerala
14 Jharkhand
15 Assam
16 Punjab
17 Chhatisgarh
18 Haryana
19 Delhi
20 Jammu & Kashmir
21 Uttarakhand
Category-C (Small)
22 Himachal Pradesh
23 Tripura
24 Meghalaya
25 Manipur
26 Nagaland
27 Goa
28 Arunachal Pradesh
29 Puducherry
30 Mizoram
31 Chandigarh
32 Sikkim
33 A & N Islands
34 Dadra & Nagar Haveli and Daman & Diu
35 Lakshadweep
36 Ladakh

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Annexure-III

Indicative Qualifications and Roles and Responsibilities of staff for Child Helpline:

A. WCD CONTROL ROOM

S. Position Number Qualification Roles & Responsibilities
No of Staff
1 Helpline 01  Any person having i) The Helpline Administrator
Administrator a Masters in Law/ will be in charge for the
Social Work/ overall smooth functioning
Sociology/Social of CHL.
Science/Psychology ii) She/he will ensure prompt
with at least 5 years’ and meaningful response
experience of working towards every call received
on child related at the Helpline.
relevant domains in an iii) She/he will be responsible
administrative set-up to monitor and intervene (if
with a Government or required) in any ongoing
Non-Government calls.
project/programme and iv) She/he will supervise each
preferably with at least case, take it to a logical
1-year experience of conclusion and later follow
counselling either up with the aggrieved child.
within or outside the v) She/he will ensure effective
same set-up. convergence with
 She/he should concerned agencies/
be preferably a institutions.
resident of the local vi) She/he will facilitate
community so that redressal of issues related
local human resource to non responsiveness of
and expertise is State agencies/institutions
utilized for effective in collaboration with
functioning of the Director, WCD.
centre. vii) She/he will be responsible
for making schedules for the
team and managing the
team in such a way that the
Helpline is up and active 24
hours a day seven day a
week.
viii) She/he will be responsible
for preparing daily, weekly
and monthly reports and
preparing periodical reports.
ix) She/he will be responsible
for formulating Resource
Directory containing
information about the
relevant State and private
authorities/institutions/
individuals related to child
protection and child rights.
x) She/he will be responsible
for conducting advocacy
meetings to create good
working culture between

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CHL and different service

providers.
xi) She/he will conduct
awareness generation
activities within community
to raise awareness around
CHL.
xii) She/he will monitor the
functioning of CHL, conduct
the performance appraisal of
the staff, facilitate capacity
building, guidance and
support for the team.
xiii) She/he will be responsible
for day-to-day management
of CHL team and reporting
to Director, WCD and any
other competent authority as
and when required.
2 Call 12 to 18 Can be outsourced to i) She/he will attend the calls;
Operator any person having do primary referrals, does
good communication data entry and forward
skills in Hindi, English serious cases and cases
and / or regional which need first point
languages and having counselling to Helpline
requisite qualifications Administrator.
and experience of ii) She/he will provide
working on telecom / information about the
web based relevant Government Schemes and
systems. programmes related to
Child protection and Child
Rights.
iii) She/he will provide all the
assistance to children
applying for any such
above mentioned schemes
or programmes and guide
them through the process
to be adopted for accessing
the same.
iv) She/he will help the
Helpline Administrator in
attending missed calls.
v) She/he will be responsible
for other work as assigned
by the Helpline
Administrator.
3 IT 01 The IT services could i) The IT staff will look after the
Supervisor be outsourced to any technological aspect of CHL
person who is a and ensure that it remains
graduate with at least functional at all times.
diploma in computers/ ii) She/he would follow strict
IT etc with a minimum proceedings to maintain privacy
of 3 years’ experience with regard to data generated
in data management, and will ensure that name and
process documentation other details of aggrieved child

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and web-based remain confidential in each

reporting formats, video step of case history
conferencing at state or documentation.
district level with iii) She/he would draft the
government or Non- daily/monthly/quarterly report
Governmental/ IT based on the MIS, web based
based organizations. data collection which would be
approved at the level of the
Helpline Administrator for
submission.
iv) She/he with the help of
Helpline Administrator will
formulate the resource
directory containing information
about the relevant State and
private
authorities/institutions/individual
related to child protection.
4 Multi- 03 The multi-purpose i) She/he would be responsible
purpose activity could be for maintaining hygiene and
Staff outsourced to any sanitation at Helpline.
person who is literate ii) She/he will be responsible
with knowledge/ for the house keeping at CHL.
experience of working
in the relevant domain
5 Security 03 The services could be i) She/he will be responsible for the
Guard/ Night outsourced to any overall security of Helpline Centre.
Guard person having at least 2 ii) She/he would be responsible for
years’ experience of safety of all capital assets, furniture
working as security and equipment at CHL.
personnel in a
government or reputed
organization at the
district/state level.
He/she should
preferably be retired
military / para-military
personnel.

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B. CHILD HELPLINE UNIT AT DCPU

S. Position Number Qualification Roles & Responsibilities
No. of Staff
1 Project 01 Post Graduate degree i) Overall responsible for
Coordinator in Social Work supervision and
/Sociology/ Child management of Child
Development/Human
Helpline Unit at DCPU.
Rights Public
Administration/ ii) Developing strategy for
Psychology/ Psychiatry/ districts that he/she is
Law/ Public Health/ directly responsible for
Community Resource Childline network and
Management from a facilitation based on call
recognized University. trends analysis and other
qualitative data generated.
OR
iii) Capacity building of team
Graduate in Social during visits.
Work/Sociology/ Child iv) Laisoning with local
Development/ Human administration for advocacy.
Rights Public v) Providing data on initiatives
Administration/ taken up towards
Psychology/Psychiatry/
Institutionalizing Child
Law/ Public Health/
Community Resource Rights in functioning of
Management from a allied systems at the district
recognized University level.
with 2 years’ experience vi) Needs assessment of
in project formulation/ district, organizing advocacy
implementation,
initiatives and regional
monitoring and
supervision in the networks & campaigns.
preferably in the field of vii) Responsible for developing
Women & Child good networking and
Development / Social linkages with the Anganwadi
Welfare. workers and members of
panchayat/local bodies at
Proficiency in
community/block levels.
Computers.

Preference may be
given to personnels of
working in Emergency
Helplines.

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2 Counselor 01 Graduate in Social Each Child Helpline Unit at

Work District level shall have a
/Sociology/Psychology/ counselor for providing
Public counseling services to children
Health/ Counselling coming in contact with CHL Unit
from a recognized and shall work in close
university. coordination with counselor in
OR DCPU. Calls requiring urgent
PG Diploma in nature of psycho-social
Counselling and support/Emotional Support and
Communication. guidance shall be handled by
Experience: At least 1 the counselor on priority.
year of working
experience with the
Govt./NGO preferably in
the field of Women
&Child Development.

Proficiency in
Computers.
Preference may be
given to personnels of
working in Emergency
Helplines.

3 Child from 03 Graduate preferably in i) Each Child Helpline

Helpline to 04 B.A in Social Work/ Supervisor at district level
Supervisor Computer shall work as a link between
Sciences/Information the community and the CHL
Technology/ unit at District Child
Community Protection Unit.
Sociology/Social ii) Responsible for taking calls
Sciences from a transferred from WCD
recognized university. Control Room at the CHL
Weightage for unit and taking appropriate
experienced candidate action as per the provisions
of Juvenile Justice (Care &
Proficiency in Protection of Children) Act,
Computers 2015.
Preference may be iii) Responsible for identifying
families and children at risk
given to personnels
having experience of and offer necessary support
working in Emergency services.
Helplines. iv) Tending to child related
needs like medical, shelter,
restoration and nutrition to
children in need of care and
support.
v) Assisting Project
Coordinator in organizing
awareness activities and

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outreach programmes.
4 Case from 03 12th passed from a Case workers shall assist Child
Worker to 04 recognized Board/ Helpline Administrator in the
Equivalent Board. implementation of CHL unit at
Good Communication DCPU, intervention of cases,
Skills. awareness activities and
Weightage for outreach programmes.
experienced candidate.

Preference may be
given to personnels of
working in Emergency
Helplines.

C. CHILD HELP DESK AT RAILWAY STATION AND BUS STAND

S. Position Number Qualification Roles & Responsibilities
No. of Staff
1 Child 03 Graduate preferably in i. The staff available on duty
Helpline B.A in Social Work/ at the Child Help Desk will
Supervisor Computer make every effort to ensure
Sciences/Information
that the procedures relating
Technology/
Community to the rescue of the child are
Sociology/Social promptly completed and the
Sciences from a child is produced before the
recognized university. Child Welfare Committee
Weightage for (CWC).
experienced candidate ii. The staff deputed at the
Child Help Desk shall be
Proficiency in
Computers available round the clock to
offer assistance to children
Preference may be in need of care and
given to personnels protection on the Railway
having experience of Stations/Bus Stands.
working in Emergency iii. The staff of Child Help Desk
Helplines.
will review and monitor the
2 Case 03 12th passed from a
Worker recognized Board/ child care and protection
Equivalent Board. activities at the Railway
Good Communication Stations/Bus Stands.
Skills. iv. The staff of Child Help Desk
will provide the reports of
Weightage for each case to the concerned
experienced candidate.
DCPUs.
Preference may be v. Child Help Desk shall
given to personnels of conduct regular awareness
working in Emergency and outreach at the
Helplines. premises of Railway
Stations/Bus Stands.

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Annexure-IV

A. Financial Support for WCD Control Room:

I. Category A (Large States/UTs)

S. Items of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (one time)

1 One time grant for Site readiness (refurbishment cost, working 20,00,000
cubicles, minor civil/electrical works etc.)

Sub-total (A) 20,00,000

(B) Non-recurring Expenditure (once in five years)

1 Furniture, Computers/laptops and other office equipment 8,00,000

(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS, Genset for
uninterrupted power supply in hilly, North East and hard to reach
areas)
Sub-total (B) 8,00,000
(C) Recurring Expenditure (per annum)
1 Child Helpline Management @ Rs.5.75 lakh per month including 69,00,000
insurance@ Rs.330/- per person
(Rent, salaries, water, electricity, postage, stationary,
photocopy, documentation, travel, training and capacity building,
maintenance of systems, etc.)
2 Telephone rent @Rs.55,000/- per month 6,60,000
Sub-total (C) 75,60,000
Total (A) + (B) + (C) 1,03,60,000

II. Category B & C (Medium and Small States/UTs)

S. Items of Expenditure Amount

No (in Rs.)
(A) Non-recurring Expenditure (one time)

1 One time grant for Site readiness (refurbishment cost, working 20,00,000
cubicles, minor civil/electrical works etc.)

Sub-total (A) 20,00,000

(B) Non-recurring Expenditure (once in five years)

1 Furniture, Computers/laptops and other office equipment 7,00,000

(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS, Genset for uninterrupted
power supply in hilly, North East and hard to reach areas)
Sub-total (B) 7,00,000
(C) Recurring Expenditure (per annum)
1 Child Helpline Management @Rs.4.25 lakh per month including 51,00,000
insurance@ Rs.330/- per person

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(Rent, salaries, water, electricity, postage, stationary, photocopy,

documentation, travel, training and capacity building, maintenance of
systems, etc.)
2 Telephone rent @Rs.35,000/- per month 4,20,000
Sub-total (C) 55,20,000
Total (A) + (B) + (C) 82,20,000

B. Financial Support for CHL Unit at DCPU:

Category of Districts: As per 2011 Census, district-wise population is available for 640
districts. Based on the information of the population for 640 districts, five categories for
providing financial support for CHL Unit at DCPU have been made. The Indicative list of
districts as per population criteria, based on population Census-2011 is at Annexure-V.

The budget for CHL Unit at DCPU for districts which have been newly created/re-organized
shall be subject to approval of Project Approval Board (PAB) under Mission Vatsalya
Scheme on the basis of the population of the district submitted along with the financial
proposal by State/UT.

As per Census 2011, 640 districts have been categorized as under:

S. Population Size Number of districts as Man power of CHL

No. per Census 2011 Unit (Indicative)

I Less than 1 lakh 26 8

II 1 lakh – less than 10 lakhs 169 8

III 10 lakhs – less than 30 lakhs 320 8

IV 30 lakhs – less than 60 lakhs 113 8

V 60 lakhs and more 12 10

I. Population size less than 1 lakh:

S. Item of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (one time)
1 One time grant for Site readiness (refurbishment cost, working 5,00,000
cubicles, minor civil/electrical works etc.)
Sub-total (A) 5,00,000
(B) Non-recurring Expenditure (once in five years)
1 Furniture, computers/laptops and other office equipment 2,50,000
(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS etc.)
Sub-total (B) 2,50,000
(C) Recurring Expenditure (per annum)
1 Remuneration of CHL unit at DCPU including insurance@ 20,88,000
Rs.330/- per person

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2 Child related contingency fund including costs for medical, 80,000

shelter, restoration, nutrition etc.
3 Administrative Expenditure (rent, water, electricity, postage, 3,00,000
stationary, telephone with STD, photocopy, documentation,
etc.)
4 Travel Expenses/Hiring of Vehicle 1,50,000
5 Child Help Group at Sub-district level/ward/PRI 80,000
Sub-total (C) 26,98,000
Total (A) + (B) + (C) 34,48,000

II. Population size from 1 lakh – less than 10 lakhs:

S. Item of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (one time)
1 One time grant for Site readiness (refurbishment cost, working 5,00,000
cubicles, minor civil/electrical works etc.)
Sub-total (A) 5,00,000
(B) Non-recurring Expenditure (once in five years)
1 Furniture, computers/laptops and other office equipment 2,50,000
(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS etc.)
Sub-total (B) 2,50,000
(C) Recurring Expenditure (per annum)
1 Remuneration of CHL unit at DCPU including insurance@ 20,88,000
Rs.330/- per person
2 Child related contingency fund including costs for medical, 1,00,000
shelter, restoration, nutrition etc.
3 Administrative Expenditure (rent, water, electricity, postage, 3,00,000
stationary, telephone with STD, photocopy, documentation,
etc.)
4 Travel Expenses/Hiring of Vehicle 1,50,000
5 Child Help Group at Sub-district level/ward/PRI 80,000
Sub-total (C) 27,18,000
Total (A) + (B) + (C) 34,68,000

III. Population size from 10 lakhs – less than 30 lakhs:

S. Item of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (one time)
1 One time grant for Site readiness (refurbishment cost, working 5,00,000
cubicles, minor civil/electrical works etc.)
Sub-total (A) 5,00,000
(B) Non-recurring Expenditure (once in five years)
1 Furniture, computers/laptops and other office equipment 2,50,000
(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS etc.)

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Sub-total (B) 2,50,000

(C) Recurring Expenditure (per annum)
1 Remuneration of CHL unit at DCPU including insurance@ 20,88,000
Rs.330/- per person
2 Child related contingency fund including costs for medical, 1,25,000
shelter, restoration, nutrition etc.
3 Administrative Expenditure (rent, water, electricity, postage, 3,00,000
stationary, telephone with STD, photocopy, documentation,
etc.)
4 Travel Expenses/Hiring of Vehicle 1,50,000
5 Child Help Group at Sub-district level/ward/PRI 80,000
Sub-total (C) 27,43,000
Total (A) + (B) + (C) 34,93,000

IV. Population size from 30 lakhs – less than 60 lakhs:

S. Item of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (one time)
1 One time grant for Site readiness (refurbishment cost, working 5,00,000
cubicles, minor civil/electrical works etc.)
Sub-total (A) 5,00,000
(B) Non-recurring Expenditure (once in five years)
1 Furniture, computers/laptops and other office equipment 2,50,000
(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS etc.)
Sub-total (B) 2,50,000
(C) Recurring Expenditure (per annum)
1 Remuneration of CHL unit at DCPU including insurance@ 20,88,000
Rs.330/- per person
2 Child related contingency fund including costs for medical, 1,50,000
shelter, restoration, nutrition etc.
3 Administrative Expenditure (rent, water, electricity, postage, 3,00,000
stationary, telephone with STD, photocopy, documentation,
etc.)
4 Travel Expenses/Hiring of Vehicle 1,50,000
5 Child Help Group at Sub-district level/ward/PRI 80,000
Sub-total (C) 27,68,000
Total (A) + (B) + (C) 35,18,000

V. Population size from 60 lakhs and more:

S. Item of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (one time)
1 One time grant for Site readiness (refurbishment cost, working 5,00,000
cubicles, minor civil/electrical works etc.)
Sub-total (A) 5,00,000

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(B) Non-recurring Expenditure (once in five years)

1 Furniture, computers/laptops and other office equipment 3,00,000
(tables, chairs, computer tables, air conditioner, cupboards,
photocopier-cum-scanner machine, UPS etc.)
Sub-total (B) 3,00,000
(C) Recurring Expenditure (per annum)
1 Remuneration of CHL unit at DCPU including insurance@ 25,80,000
Rs.330/- per person
2 Child related contingency fund including costs for medical, 1,75,000
shelter, restoration, nutrition etc.
3 Administrative Expenditure (rent, water, electricity, postage, 4,00,000
stationary, telephone with STD, photocopy, documentation,
etc.)
4 Travel Expenses/Hiring of Vehicle 1,75,000
5 Child Help Group at Sub-district level/ward/PRI 1,00,000
Sub-total (C) 34,30,000
Total (A) + (B) + (C) 42,30,000

C. Financial Support for Child Help Desk at Railway Station and Child Help Desk at
Bus Stand*:

S. Item of Expenditure Amount

No. (in Rs.)
(A) Non-recurring Expenditure (once in five years)
1 Furniture and other office equipments 1,00,000
(computer/laptop, tables, chairs, photocopier-cum-scanner
machine, UPS etc.)
Sub-total (A) 1,00,000
(B) Recurring Expenditure (per annum)
1 Remuneration of Child Help Desk Staff including 14,76,000
insurance@ Rs.330/- per person
2 Administrative Expenditure (child related contingency fund 1,00,000
including costs for medical, shelter, restoration, nutrition,
water, electricity, postage, stationary, telephone, photocopy,
documentation, travel etc)
Sub-total (B) 15,76,000
Total (A) + (B) 16,76,000
*The budget of Child Help Desk at Railway Station shall be subject to renewal of MoU
with the Ministry of Railways. Similarly, the budget of Child Help Desk at Bus Stands
shall be subject to locations identified by States/UTs.

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Annexure-V

Indicative list of districts as per population criteria, based on population Census-

2011:

S. Population Number of Name of districts

No. Criteria districts
1 Less than 1 26 Dibang Valley, Anjaw, Lahul & Spiti, Upper Siang,
lakh Nicobars, Mahe, North Sikkim, Tawang, Longleng,
Diu, Lower Dibang Valley, Yanam, Saiha,
Lakshadweep, Serchhip, Kiphire, East Kameng, Lower
Subansiri, Upper Subansiri, West Kameng, Kolasib,
Kinnaur, Mamit, Kurung Kumey, Peren, East Siang.

2 1 lakh – less 169 North & Middle Andaman, Tirap, West Siang,
than 10 lakhs Lawngtlai, Champhai, Leh(Ladakh),West Sikkim,
Narayanpur, Tamenglong, Zunheboto, Kargil, New
Delhi, South Garo Hills, Chandel, Lohit, South Sikkim,
Changlang, Lunglei, Phek, Wokha, Papum Pare,
Ukhrul, Daman, Mokokchung, Tuensang, Karaikal,
Dima Hasao, The Dangs, Kishtwar, Bishnupur, South
Andaman, Rudraprayag, Mon, Bijapur, Ribhoi,
Champawat, Bageshwar, Shupiyan, Kohima,
Churachandpur, East Sikkim, Ramban, Ganderbal,
Debagarh, Reasi, East Garo Hills, Samba, Uttarkashi,
Dadra & Nagar Haveli, Dhalai, Dimapur, Bilaspur, West
Khasi Hills, Chamoli, Bandipore, Jaintia Hills, Aizawl,
Doda Thoubal, Kulgam, Kullu, Baudh, Hamirpur,
Imphal East, Lohardaga, Punch, Senapati, Chirang,
Pithoragarh, Imphal West, Chamba, Una, Sirmaur,
Khunti, Dakshin Bastar, Dantewada, Kodagu,
Udhampur, Pulwama, Panchkula, Perambalur , Harda ,
Gajapati, Jharsuguda, Solan, Central Delhi, Porbandar
, Narmada, Barnala, Simdega, Fatehgarh Sahib,
Subarnapur, Nuapada, Shahid Bhagat Singh Nagar ,
Malkangiri , Kathua, Faridkot, Tehri Garhwal, Almora,
Sheikhpura, South Goa, Rajouri, West Garo Hills,
Umaria, Sheohar, Koriya, Hailakandi, Jaisalmer,
Rupnagar, Dhemaji, Garhwal, Sheopur , North Tripura,
Arwal, Dindori, Kodarma, Latehar, Alirajpur,
Kandhamal, The Nilgiris, Bongaigaon, Uttar Bastar
Kanker, Anuppur, Badgam, Ariyalur Burhanpur,
Mansa, Nalbari, Datia, Jamtara, Dhamtari, Tapi,
Shimla, Kapurthala , Wayanad, North Goa,
Kabeerdham, East Khasi Hills, Neemuch, Udalguri,
Ashoknagar, Sindhudurg, Jashpur, Pratapgarh,
Kupwara, Mahoba, South Tripura, Kokrajhar, North
Delhi, Rewari, Pakur, Muktsar, Mahendragarh,
Darrang, Fatehabad, Ramgarh, Baksa, Puducherry,
Nainital, Karbi Anglong, Morigaon, Jhajjar, Nayagarh,
Kurukshetra, Rayagada, Bangalore Rural, Chitrakoot,
Sahibzada Ajit Singh Nagar, Moga, Mandi.
3 10 lakhs – 320 Lakhisarai, Baramula, Goalpara, Panna,
less than 30 Chamarajanagar, Jhabua, Gumla, Mahasamund,
lakhs Sirohi, Sambalpur, Lakhimpur, Palwal , Chatra,

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Mandla, Chandigarh, Rohtak, Karur, Gadag, Saraikela-

Kharsawan, Shahdol, Golaghat, Gadchiroli, Kaithal,
Anantnag, Ramanagara, Mewat, Narsimhapur, Jorhat,
Hamirpur, Idukki, Bundi, Shrawasti, Tarn Taran,
Jehanabad, Sidhi, Ambala, Jagatsinghapur
,Chikmagalur, Sahibganj, Sivasagar, Rajsamand,
Yadgir, Hingoli, Udupi, Singrauli, Dhenkanal, Washim,
Pathanamthitta, Bhandara, Panipat, Dhaulpur, Korba,
Yamunanagar, Nabarangapur , Lalitpur, Baran,
Karimganj, Srinagar, Hoshangabad, Guna, Theni ,
Kamrup Metropolitan, Chikkaballapura, Damoh,
Thiruvarur, Anugul , Katni, Sirsa, Wardha, Baghpat,
Kasaragod, Khandwa (East Nimar), Sehore, Godda,
Dumka, Gondiya, Garhwa, Dibrugarh, Tinsukia,
Navsari, Raisen, Jind, Sawai Madhopur, Sivaganga,
Mandsaur, Patan, Ramanathapuram, Munger, Seoni,
Auraiya, Koraput, Barwani, Bathinda, Dungarpur,
Koppal, Gandhinagar, Jhalawar, Bastar, Tonk,
Kanshiram Nagar, Uttara Kannada, Kendrapara,
Tikamgarh, Sonipat, Ratlam, Karauli, Vidisha, Bargarh,
Deoghar, Raigarh, Pashchimi Singhbhum, Karnal,
Bhadrak, Dharmapuri, Kangra, Shajapur, Amreli,
Gurgaon, Kamrup, Jammu, Kolar, Rajnandgaon,
Chittaurgarh, Rajgarh, Bharuch, Dewas, Mahamaya
Nagar, Betul, Kalahandi, Sant Ravidas Nagar
(Bhadohi), Etawah, Hoshiarpur, Haveri, Kaushambi,
Ratnagiri, Nagapattinam , Pudukkottai, Janjgir –
Champa, Kaimur (Bhabua), Dausa, Bhiwani, Gautam
Buddha Nagar, Nandurbar, Udham Singh Nagar,
Balangir, Sangrur, Kannauj, Osmanabad, Chitradurga,
Khagaria, Dakshin Dinajpur, Jalaun , Kishanganj,
Barpeta, Dehradun, Puri, Balaghat, Bhind,
Bidar,Valsad, Buxar, East Delhi, Sant Kabir Nagar,
West Tripura, Shivpuri, Namakkal, Hazaribagh,
Cachar, Hisar, Thoothukkudi, Shimoga,
Surendranagar, Jamui, Chhatarpur, Etah,
Hanumangarh, Hassan, Kanpur Dehat, Banswara,
Banda, Kendujhar, Mandya, Faridabad, Akola, Jajapur,
Jalor, Parbhani, Jyotiba Phule Nagar, Darjiling,
Dharwad, Sonbhadra, Mainpuri, Kanniyakumari,
Khargone (West Nimar), Krishnagiri, Farrukhabad,
Bagalkot , Hardwar, Patiala, Saharsa, Sonitpur,
Raichur, Palamu, Virudhunagar, Davanagere, Dhubri,
Kota, Chandauli, Jalna, Morena, Ganganagar ,
Kottayam, Ujjain, Jhansi, Madhepura, Firozpur, Pilibhit,
Gwalior, Banka, Mahesana, Pali, Churu, Dhule,
Bokaro, Dakshina Kannada, Chhindwara, Kachchh,
Anand , Sundargarh, Dohad , Alappuzha, Jhunjhunun,
Balrampur, Dindigul, Jamnagar, Bijapur, Dhar,
Jalandhar, Chandrapur, Mau, Nawada, Satna,
Supaul, North East Delhi, Khordha, Erode, South
West Delhi, Purbi Singhbhum, Gurdaspur, Kheda,
Baleshwar, Rampur, Vizianagaram, Surguja, Bikaner,
Rewa, Bhopal, Sagar, Panch Mahals, Ambedkar
Nagar, Thanjavur, Bhilwara, Sabar Kantha, Giridih,
Bellary, Latur, Jabalpur, Basti, Tiruvannamalai,

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Faizabad, Tiruppur, Amritsar, Mirzapur, Firozabad,

Mayurbhanj, Kannur, Aurangabad, West Delhi,
Mathura, Bharatpur, Nizamabad, Siddharthnagar,
Gopalganj, Gulbarga, Ajmer, Bid, Buldana, Barmer,
Cuddalore, Cuttack, Fatehpur, Raigarh, Kollam,
Bilaspur, Sikar, Tumkur, Dhanbad, Mahrajganj,
Srikakulam, Tiruchirappalli, Bhojpur, South Delhi,
Adilabad, Junagadh, Yavatmal, Khammam,
Palakkad, Araria, Koch Bihar, Sangli, Nagaon,
Nalanda, Bhavnagar, Y.S.R., Amravati, Ranchi,
Puruliya, Rohtas, Sri Potti Sriramulu Nellore,
Begusarai.
4 30 lakhs – 113 Mysore, Satara, Shahjahanpur, Uttar Dinajpur,
less than 60 Medak, Bhagalpur, Madurai, Udaipur, Katihar,
lakhs Tirunelveli, Mumbai, Kozhikode, Deoria, Unnao, Banas
Kantha, Thrissur, Pratapgarh, Ballia, Bara Banki,
Purnia, Indore, Ernakulam, Thiruvananthapuram,
Nagaur, Siwan, Durg, Nanded, Prakasam, Rae Bareli,
Sitamarhi, Gonda, Meerut, Coimbatore, Viluppuram,
Saharanpur, Salem, Bahraich, Nalgonda, Vaishali,
Ludhiana, Bulandshahr, Birbhum, Warangal, Ganjam,
Kushinagar, Bankura , Ghazipur, North West Delhi,
Aligarh, Alwar, Varanasi, Budaun, Bijnor, Jodhpur,
Aurangabad, Thiruvallur, Karimnagar, Sultanpur,
Rajkot, Jalpaiguri , Kolhapur, Pashchim Champaran,
Vellore, West Godavari, Darbhanga, Hyderabad,
Saran, Maldah , Kancheepuram, Kheri, Mahbubnagar,
Kurnool, Raipur, Anantapur, Hardoi, Malappuram,
Muzaffarnagar, Vadodara, Chittoor, Jalgaon,
Samastipur, Visakhapatnam, Solapur, Gaya, Agra,
Gorakhpur, Bareilly, Sitapur, Madhubani, Jaunpur,
Kolkata, Krishna, Ahmadnagar, Kanpur Nagar,
Lucknow, Azamgarh,, Chennai, Nagpur, Ghaziabad,
Moradabad, Belgaum, Muzaffarpur, Haora, Guntur,
Purba Medinipur, Purba Champaran, East Godavari,
Nadia , Rangareddy, Hugli ,Patna, Paschim Medinipur,
Allahabad.
5 60 lakhs 12 Surat, Nashik, Jaipur, Murshidabad , Ahmadabad,
and more Barddhaman, South Twenty Four Parganas, Mumbai
Suburban, Pune, Bangalore, North Twenty Four
Parganas, Thane.

*******

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