Providing special services to the needy

*Service Level Statement: "Provision of Essential Living Supplies for Beneficiaries"

1) Introduction:
   The provision of essential living supplies for beneficiaries includes cooling and heating items, as well as other necessary living supplies such as refrigerators, in three scenarios:
 supplying the required goods, providing cash for the beneficiary to purchase the goods, or repairing essential living items.

2) Objectives of the Statement:
   - Enable service registration at the website emdadd.ir or the soha system.
   - Utilize various portals, including government counters and beneficiary dashboards, for easier access to services.
   - Provide services at electronic service desks and in-person service desks.
   - Inform about the stages of the registration process to service delivery via the relief portal and SMS.
   - Notify about service delivery stages through SMS and online.

3) Definition of Service:
   Providing cash assistance or donating goods to supply or repair essential living items for the needy through the Imam Khomeini Relief Committee.

4) Interaction with Service Recipients:
   - Field assessment by social workers.
   - Submission of requests by beneficiaries.

5) Reporting and Review Process:
   - Social workers assess the needs of beneficiaries.
   - Register beneficiaries' needs in the soha system.
   - Deliver services to beneficiaries through the process outlined in the soha system.
   - Update beneficiaries' needs.
   - Obtain performance reports from the system.

6) Goals of Service Implementation:
   - The purpose of this service level agreement is to ensure the quality of service provided by the Imam Khomeini Relief Committee, specifically the delivery of essential living supplies for all supported beneficiaries and other needy applicants.
   - This statement specifies the level of mutual agreement regarding this service, monitoring methods, and organizational responsibilities as necessary.

7) Responsibilities:
   - The Administrative and Employment Organization agrees to provide services as follows:
   - Provision of essential living supplies (1903001244).
   - Repair of essential living supplies (1903001244).
   - The Imam Khomeini Relief Committee is authorized to create and implement policies for the [Support and Family Health Department] regarding [livelihood], with documentation as follows: [Location of laws and regulations under which this executive body is authorized to create and implement policies in the mentioned area.]

8) Mutual Commitments of Service Recipients and Executive Body:
   - Service Recipient:
   - Submit requests by beneficiaries in case of real need.
   - Optimize the use of the provided service and spend it according to the stated needs.
   - Executive Body:
   - Timely and prompt service delivery.
   - Quality of donated items.
   - Sufficient service per capita according to needs.
   - Consideration of beneficiaries' satisfaction in service delivery.

9) A clear and efficient process for resolving disputes and compensating for non-delivery of services should be established (if applicable):
   - The applicant for this license is obliged to submit their documents only through the system/counter/in person to this body.
   - Details related to the "Service/Sub-service Information Form for presentation on the organization's information base" must be accurately mentioned by the body regarding the timing of service delivery, the number of in-person visits by the applicant, access methods, service access times, and all service  details in a committed manner.

10) Costs and Payments:
  (Agreements regarding costs and payments according to the costs listed in the sub-service identification in the government service management system.)
   - Provision of essential living supplies for beneficiaries up to 20 million tomans as a grant per year.
   - Provision of essential living supplies for beneficiaries up to 15 million tomans as a loan per year.
  - Repair of essential living supplies for beneficiaries up to 2 million tomans as a grant per year.
   - Repair of essential living supplies for beneficiaries up to 5 million tomans as a loan per year.

11) *Performance Period:
   - The performance period for this service is continuous and occurs in multiple monthly and seasonal cycles.

12) Conclusion of the Statement:
   - Providing services to beneficiaries.
   - Meeting the needs of beneficiaries through assistance from other centers, institutions, or benefactors.