Introduction This case highlights the ethical dilemma of balancing compassion with adherence to bureaucratic rules, echoing the recent debates surrounding access to social welfare programs during the COVID-19 pandemic in India. The central ethical dilemma lies in choosing between strict adherence to rules (deontological approach) and acting with empathy to alleviate suffering (utilitarian approach), exemplified by the plight of migrant workers during the pandemic lockdowns, where rigid application of regulations often clashed with the urgent need for humanitarian aid. This case can best be addressed using the Ethics of Care, emphasizing the importance of responsiveness to individual needs and the development of caring relationships.

Stakeholder Identification The old woman, the officer, the social service scheme, other potential beneficiaries of the scheme, and the government/implementing agency.

a) Rational way to resolve the dilemma:

1. Document her situation: Thoroughly document the woman's current living conditions, including testimonies from neighbors, local community leaders, or social workers. This fulfills the principle of due diligence and provides evidence of her destitution, addressing the potential injustice of denying her aid.
2. Explore alternative documentation: Investigate if any alternative forms of identification or proof of age/residence can be obtained, perhaps through community elders or religious institutions. This upholds the rule of law while seeking a practical solution.
3. Seek exceptional approvals: Request a waiver or exceptional approval from higher authorities within the social service scheme, citing the woman's demonstrable need and the documented evidence. This addresses the officer's duty to follow regulations while appealing to a higher level of compassionate judgment.
4. Connect with NGOs: If the scheme's rules are inflexible, connect the woman with local NGOs or charities that can offer immediate support like food, shelter, or medical care. This demonstrates compassion and addresses her immediate needs while respecting the scheme's existing framework.
5. Advocate for policy change: Use this case to advocate for more flexible rules within the social service scheme, particularly for illiterate or undocumented individuals. This promotes social justice and a more inclusive approach to welfare.

b) Reasons for the proposed solution:

1. Upholding human dignity: Providing support to the woman upholds her basic human dignity and right to a life with basic necessities, aligning with the common good approach.
2. Balancing rules with compassion: The approach balances the need to follow rules (deontological ethics) with the moral imperative to help someone in need (utilitarian ethics). This addresses the dilemma of duty vs. morality.
3. Ensuring fairness: By seeking alternative solutions and documenting her situation, the officer ensures a fair and just outcome for the woman, addressing the potential injustice caused by rigid bureaucratic procedures.
4. Promoting social good: Helping the woman contributes to the larger social good by alleviating suffering and promoting a more caring society, reflecting the justice as fairness principle.
5. Preventing future injustice: Advocating for policy change addresses the root cause of the problem and prevents similar injustices from occurring in the future, aligning with the rule of law.

Conclusion This case highlights the tension between adherence to rules and the ethical obligation to show compassion. The 2013 amendment to the Maintenance and Welfare of Parents and Senior Citizens Act, 2007, which broadened the definition of "children" to include relatives, demonstrates a positive step towards more inclusive social support. Moving forward, social welfare programs should incorporate mechanisms for flexibility and individualized assessment, especially for vulnerable populations, ensuring that bureaucratic processes do not overshadow the fundamental ethical principle of caring for those in need. This proactive approach will prevent similar ethical dilemmas in the future and ensure that the most vulnerable members of society receive the support they deserve.