INTRODUCTION
Ahura Support is a secular registered charitable trust, with an objective of providing integrated support to differently abled individuals and their families. We work towards bettering the lives of individuals with developmental or congenital disorders, who are predominantly those with intellectual deficits.

Our facilities have evolved over the years and have been designed to cater to the specific requirements of differently abled individuals and their families.
These can be divided into four segments:

• Vocational Training and Day Care Centre
• Ahura Support Residential Home (ASRH)
• Parent Support Groups
• Awareness, Sensitisation and Inclusivity
  
  

Our beneficiaries are differently abled individuals from all walks of life.

SCOPE
This document sets out the policies and procedures followed by Ahura Support with respect to the beneficiaries and every aspect of their involvement with Ahura Support.

This document applies to:

• All trustees of Ahura Support.
• All staff members, whether permanent, on probation or on contract.
• All beneficiaries of Ahura Support.
• Family members, friends and relatives of the said beneficiaries.
• Any person associated with Ahura Support as a volunteer, vendor, service provider or donor.
  
  

This document shall be read, understood and accepted by the parent / legal guardian at the time of admission of their child / ward to Ahura Support.

ADMINISTRATIVE STRUCTURE – AUTHORITY & ACCOUNTABILITY
Ahura Support assures that it shall provide a clean, safe, happy and healthy environment to the beneficiaries.

The following structure is followed at ASRH:

• Staff members functioning as caregivers will look after the needs, cleanliness and hygiene of the beneficiaries and the upkeep of the premises.
• They will be managed and supervised by the admin manager.
• The manager will report to the COO and Managing Trustee.
• The duties and responsibilities of each of the staff members have been detailed in their individual job descriptions and have been duly read, understood and accepted by them.

INFRASTRUCTURE & MAINTENANCE

Safety and Access
The purpose of Ahura Support is to enhance the quality of life of every beneficiary by providing a safe, well maintained and comfortable environment as well as the appropriate aids, modification and equipment, wherever practical and reasonable, that is suited to their individually assessed needs and promotes their independence.

In order to achieve the above:

• The premises and the environment have been designed to encourage and support the independence of beneficiaries while assuring their safety.
• Safe and easy access is provided to all parts of its buildings and grounds for beneficiaries who use wheelchairs, who are infirm or unsteady on their feet or who suffer from sensory impairments.
• Ahura Support shall provide, manage and maintain the premises so that they are, so far as reasonably practicable, safe and that risks to health are minimal.
  
  

Surveillance cameras
CCTV camera systems have been installed at all locations and are being monitored by the Managing Trustee and COO at all times.

Fire policy
In order to prevent fires, as far as possible, and to take the right measures in the event of a fire, Ahura Support will ensure that:

• Fire safety systems are installed and maintained as per the maintenance schedule.
• All staff are well trained in fire safety and in the appropriate use of fire extinguishers placed at easily accessible and well-marked locations.
• All staff attend a fire drill annually.
• The premises can be evacuated as quickly, safely and efficiently as possible to the designated meeting spot outside the premises.
• In case of a fire, the staff must immediately call the fire brigade, check all rooms (in particular, toilets, if safe to do so) and conduct a roll call to ensure no one remains or is trapped.
  
  

Cleanliness
“Cleanliness is next to Godliness”.
Keeping floors, worktops, toilets and equipment clean not only looks good but is healthy too.

The staff members are responsible for maintaining cleanliness and hygiene at all times by ensuring that:

• All areas are kept clean at all times by the use of household detergents and cleansers.
• Pest control is done as per the terms of the agreement with the pest control agency.
• Spillages are cleaned immediately.
• Regular supervision is done by the admin manager.
  
  
  

ADMISSION

Procedure

• After preliminary discussions with the family members, the required admission formalities are completed, documents and information are collected and a file is prepared for each beneficiary.
• This file contains all the important personal information and documentation.
• A separate medical file is maintained with all the medical records, prescriptions, reports of investigations, medicine schedule etc.
• In case of a resident beneficiary, the manager allocates the new entrant to their place and introduces them to the caregivers and other resident beneficiaries.
• Every effort will be made to reduce the new beneficiary’s anxieties immediately on arrival.
  
  

Confidentiality of information

• Ahura Support shall maintain individual files with all the relevant documents for each beneficiary.
• These files would contain data, legal documents and personal information obtained from the legal guardians to help make an assessment of the needs of each individual beneficiary and ensure that the care offered as an organisation is of the highest quality.
• Ahura Support shall respect the privacy of the beneficiaries and their relatives by maintaining confidentiality of the information received.
• In order to do so, Ahura Support shall:
  • Ensure that all such files are stored in a secure manner in a locked filing cabinet and are accessed only by staff that have a need and a right to access them.
  • Ensure that such files and/or documents are not left out where they can be read by unauthorised staff or others.
  • Ensure that all the documents and records are dated and signed, as applicable.
  • In case of data of beneficiaries available on computers, access will be available only to the authorised staff members.

FEES

General

• The fee structure and the terms of payment of fees will be amply and clearly discussed between and agreed upon by the Managing Trustee and the relative / guardian of the beneficiary before admission.
• Fee structure may be revised solely at the discretion of the Board of Trustees.
• Ahura Support shall observe the utmost confidentiality in relation to any matter relating to fees and financial circumstances of the family of the beneficiaries.
• Specific terms and conditions related to a resident beneficiary will be discussed with the individual families and confirmed by way of a Resident Agreement.
  
  

Definition of Fees
Fees include:

• In case of day care – fees include cost of outdoor activities and external visits to theatres and shopping malls.
• In case of resident beneficiaries – boarding and lodging cost.
• Specific terms and conditions of fees related to a resident beneficiary will be outlined in the Resident Agreement.
  
  
  

RIGHTS OF BENEFICIARIES & LEGAL GUARDIANS

Visitation
In case of resident beneficiaries, Ahura Support believes that all beneficiaries should have the freedom to visit family and friends to keep their social life active. In fact, we encourage relatives to make frequent visits to the residential home and take the resident beneficiaries out for a day outing and home for a short stay.

The relatives of resident beneficiaries are required to:

• Adhere to visitation and call timings, as specified by the management from time to time.
• Give prior notice and obtain permission from the Managing Trustee in case of visiting their ward and / or taking their ward out or taking them home.
• Details of the reason and period of taking the resident beneficiary out must be specified and approved.
• On visit, enter their details in the Visitors’ Log Book maintained for the purpose.
• In case of delay in return over the specified and approved time / date, intimate the manager in advance.
• Relatives are instructed not to leave any money with a resident beneficiary but inform the manager for any special purchase requirement for their ward.
• Visitors may sometimes bring in items of food. This must be handed over to the caregivers on duty.
  
  

The admin manager will ensure that:

• Details of the visit and visitor are duly entered in the Visitors’ Log Book.
• In case of a delay in the return of the resident beneficiary, over the specified and approved time/ date, the manager will contact the relative and make a note of the same.
  
  

In case of day care beneficiaries, we encourage relatives to make appointments with teachers to obtain regular feedback and discuss progress.

Ahura Support will also organise regular Open Days to discuss the progress of the beneficiaries and concerns of the parents / guardians.

Expression of personal choice
Ahura Support recognises its legal and moral duty to protect and care for its beneficiaries, some of whom are vulnerable and may not always be capable of making choices that are in their best interests. 

Ahura Support will ensure that its beneficiaries are given as much freedom of choice and expression as is possible within a supervised, caring environment, so that the freedom does not expose them and / or the other beneficiaries and staff members to unacceptable risk.

All staff members are instructed and should remember the following:

• It is their duty to protect the beneficiaries and to ensure a safe environment for them.
• Always be aware of and respect each individual beneficiary’s right to make their own decision.
• Avoid being overprotective or patronising to the beneficiary.
• Never bully or coerce the beneficiaries to do anything they do not wish to do.

Bullying
Beneficiaries who are bullied often feel vulnerable and isolated and may not complain for fear of their complaints not being taken seriously.

Examples of bullying behaviour include:

• Derogatory remarks
• Use of foul or abusive language
• Insensitive or offensive pranks
• Humiliating or demeaning the individual
  
  

This list is not exhaustive. The actions listed above must be viewed in terms of the distress they cause the individual.

The procedure to be followed in the case of bullying situation that has come to notice, is as follows:

• If a beneficiary believes and mentions that he or she is being bullied, the matter will be taken up seriously by the admin manager.
• The manager, who receives a complaint of bullying, or is witness to bullying, will investigate the complaint or incident and ensure that the problem is resolved as quickly as possible.
• The matter will be recorded in the beneficiary’s file.
• If the person bullying is an employee, an oral warning will be issued and a record note be placed in his or her file.
• If bullying tendency continues, the employee shall be warned in writing and then terminated.
• If any beneficiary demonstrates such tendency, it will be brought to the notice of the relative and the Managing Trustee for action.
  
  

Pet Policy

• Pets are not allowed in any of the premises, without prior permission from the Managing Trustee.
• Relatives of a beneficiary may bring their pets only outside the activity areas.
• This will be allowed only under supervision and responsibility of the relative.
• Ahura Support will not be held responsible / liable for any injuries or mishap due to this interaction.
  
  

Tips to staff

• Relatives shall place all tips in a designated box.
• Relatives are not permitted to give tips / gifts to individual caregivers.
• At the end of every month, the tips box shall be opened by the admin manager in the presence of 2 staff members, the amount counted, recorded and divided among all the caregivers equally.
• Caregivers are not permitted to accept personal tips / gifts from relatives.
  
  
  

HEALTH & WELL-BEING OF BENEFICIARIES
Ahura Support understands and is committed to the health and well-being of every beneficiary and will take utmost care and pay attention to the needs of each individual. 

General

• The relative will provide a complete, accurate and detailed medical history along with the prescriptions and reports of investigations at the time of admission.
• These will be filed in a medical file for each individual beneficiary.
• Opportunities will be given to every beneficiary for appropriate exercise and physical activity and this will be advised by a qualified expert wherever possible.
• Appropriate interventions will be carried out as identified and recommended by the therapist on call.
• Nutritional screening will be undertaken by a dietician on admission and subsequently on a periodic basis, a record maintained of nutrition, including weight gain or loss, and appropriate action will be taken.
• The staff will pay close attention to personal hygiene of each beneficiary, which will be supervised by the admin manager. 
• The admin manager will ensure that all medical records are updated and that the relatives are kept informed of the medical condition of their wards.
• In case of an emergency, staff shall request for medical advice from the doctors at Masina Hospital and take action as per doctors’ advice, including shifting the beneficiary to the hospital ward.
• In such cases, staff shall make all efforts to keep the legal guardian of the beneficiary informed and updated.
• However, the admin manager is instructed to act as per doctor’s advise and not to wait or discuss the matter in case of a medical emergency.
  
  

Medication

• Every beneficiary will be administered his /her daily medicines as per the medicine chart by the medical in-charge.
• This person will ensure that medicines are ordered timely and are in stock to meet the monthly requirements.
• In case of illness of a beneficiary requiring medical attention, the medical in-charge shall arrange for a doctor’s consultation.
  
  

Food & Nutrition
Care and attention are given to the following:

• In view of the fact that the beneficiaries are mentally challenged, there are no stoves and cooking facilities on the premises of ASRH.
• We will take utmost care to provide well balanced and nutritious meals to the beneficiaries.
• Specific nutrition needs of the beneficiaries as per their individual medical condition are addressed. 
  
  
  

EXPULSION OF A BENEFICIARY
Ahura Support reserves the right to discharge a beneficiary for any reason, by giving 30 days’ notice in writing, including but not limited to the following causes:

• Presenting danger to themselves or other beneficiaries.
• Repeatedly violating rules and regulations even after being advised of them in writing.
• Failure to pay fees and clear bills, as applicable, on time.
• Medically unstable condition and / or special health problem that was deliberately not disclosed at the time of admission.
• Any other cause to ensure the safety and wellbeing of the beneficiary or others.
  
  

In case of withdrawal / termination / expulsion of beneficiary
In case of a beneficiary being withdrawn willingly by the legal guardian or being asked to vacate by Ahura Support:

• The fees for the remaining tenure in case of a beneficiary will be refunded after deducting all charges due and processing charges as applicable.
• The settlement will be done within 3 months of such withdrawal / termination / expulsion.
  
  
  

DISCRETION OF THE TRUSTEES
The trustees reserve the right to alter the guidelines stated in this document, if the situation so demands. 

SIGNED AND AUTHORISED BY

Trustees
Date: November 30, 2025
Place: Mumbai