Republic of the Philippines

CITY SOCIAL WELFARE & DEVELOPMENT OFFICE

Legazpi City

CITIZEN’S CHARTER

FRONTLINE SERVICES STEP STEP-BY-STEP PROCEDURE OFFICER/EMPLOYEE RESPONSIBLE MAXIMUM TIME OF TRANSACTION (under normal circumstances) DOCUMENTS PRESENTED BY CLIENT AMOUNT OF FEES
APPLICANT
/CLIENT
SERVICE
PROVIDER
COUNSELING
(SIMPLE CASE)
1 Register in Clients’ Logbook Assist client in registering in Logbook PACD Offer-of-the-Day 2 minutes NONE NONE
2 No Activity Ready General Intake Sheet(GIS) for client Angelie Faye Daep
(Record section)
3 minutes
3 Submit for initial/basic interview Ask basic questions to determine appropriate CSWDO division/unit in charge of the case Ma. Theresa Hamily
(Reception Desk)
7 minutes
Prepare Daily Route slip
Direct client to CSWDO division/unit
4 Proceed to division/unit routed to and answer questions Conduct initial interview using the GIS and usher client to the direct service worker (Division staff)
CUPID: Cynthia Olimpo/Mila Abunda

WELD: Jennifer Buendia/Feoby Fyn Balete

FCID: Editha Toledo/Ayessa Rubios

CIU: Ma. Theresa Hamily/Angelie Faye Daep/Cecilia Arcilla
8 minutes
5 Attend and participate in counselling session Conduct counselling (Direct Service Worker in division concerned)
CUPID: Cynthia Olimpo/Jocelyn Caño/Cecilia Arcilla

WELD: Jennifer Buendia/Feoby Fyn Balete/Catalina Maraña/Nancy Perez

FCID: Ayessa Rubios/Maricris Dagta/Julie Ann Magalang

CIU: Cecilia Arcilla
30 minutes for simple cases; 2 hours for difficult cases*
END OF TRANSACTION

TOTAL DURATION OF SERVICE: 50 minutes for simple cases; 2 hours and 20 minutes for difficult cases**

** For major/complex cases needing a social worker’s assessment and several interventions, case management may take 1/2 day to 2-1/2 working days. In some cases, this may even take longer and need follow-ups


FRONTLINE SERVICES STEP STEP-BY-STEP PROCEDURE OFFICER/EMPLOYEE RESPONSIBLE MAXIMUM TIME OF TRANSACTION (under normal circumstances) DOCUMENTS PRESENTED BY CLIENT AMOUNT OF FEES
APPLICANT
/CLIENT
SERVICE
PROVIDER
ISSUANCE OF:
1.) CERTIFICATE OF
INDIGENCY;
2.) ASSESSMENT
REPORT/SOCIAL
CASE STUDY
REPORT;
3.) REFERRAL
FOR EXTERNAL
FUNDING (LINGKOD
BAYAN/BURIAL
ASSISTANCE, SIMON
OF CYRENE,
PROVINCIAL SOCIAL
WELFARE AND
DEVELOPMENT
OFFICE,
DEPARTMENT OF
SOCIAL WELFARE
AND
DEVELOPMENT,
PHILIPPINE CHARITY
SWEEPSTAKES
OFFICE, OTHER
AGENCIES/DEPARTMENTS
/FOUNDATIONS/
INSTITUTIONS)
1 Register in Clients’ Logbook Assist client in registering in Logbook PACD Offer-of-the-Day 2 minutes FOR ALL CASES: barangay certification of indigency and residency

PLUS: death certificate and City Mayor’s note for Lingkod Bayan/burial assistance

PLUS: medical certificate/abstract/hospital bill for medical cases

PLUS: certificate of enrollment for educational assistance cases



Other documents as may be required by the receiving office may be advised by CSWDO to the client to facilitate action on the referral
NONE
Ready General Intake Sheet(GIS) for client Angelie Faye Daep
(Record section)
3 minutes
2 Submit for initial/basic interview Ask basic questions to determine appropriate CSWDO division/unit in charge of the case Ma. Theresa Hamily
(Reception Desk)
7 minutes
Prepare Daily Route slip
Direct client to CSWDO division/unit
3 Proceed to division/unit routed to and answer questions Conduct initial interview using the GIS and usher client to the direct service worker (Division staff)
CUPID: Cynthia Olimpo/Mila Abunda

WELD: Jennifer Buendia/Feoby Fyn Balete

FCID: Editha Toledo/Ayessa Rubios

CIU: Ma. Theresa Hamily/Angelie Faye Daep/Cecilia Arcilla
8 minutes
4 Provide details re: requested service Conduct detailed interview and assessment of case (Direct Service Worker in division concerned)
CUPID: Cynthia Olimpo/Jocelyn Caño/Cecilia Arcilla

WELD: Jennifer Buendia/Feoby Fyn Balete/Catalina Maraña/Nancy Perez

FCID: Ayessa Rubios/Maricris Dagta/Julie Ann Magalang

CIU: Cecilia Arcilla
15 minutes
5 Provide additional data, if necessary Conduct homevisit, gather collateral information and prepare appropriate document 960 minutes (2 days)
6 Receive requested document Issue Certificate of Indigency/assessment report/social case study report/referral with instructions on how to proceed 10 minutes
END OF TRANSACTION

TOTAL DURATION OF SERVICE: 1,005 minutes (2 working days and 45 minutes)


FRONTLINE SERVICES STEP STEP-BY-STEP PROCEDURE OFFICER/EMPLOYEE RESPONSIBLE MAXIMUM TIME OF TRANSACTION (under normal circumstances) DOCUMENTS PRESENTED BY CLIENT AMOUNT OF FEES
APPLICANT
/CLIENT
SERVICE
PROVIDER
ISSUANCE OF
CERTIFICATE OF
INDIGENCY FOR
INDIGENT PETITIONER
(CORRECTION OF
LOCAL CIVIL
REGISTRY
DOCUMENTS)
AND LEGAL
ASSISTANCE
1 Register in Clients’ Logbook Assist client in registering in Logbook PACD Offer-of-the-Day 2 minutes Barangay certification of indigency and residency NONE
2 No Activity Ready General Intake Sheet(GIS) for client Angelie Faye Daep
(Record section)
3 minutes
3 Submit for initial/basic interview Ask basic questions to determine appropriate CSWDO division/unit in charge of the case Ma. Theresa Hamily
(Reception Desk)
7 minutes
Prepare Daily Route slip
Direct client to CSWDO division/unit
4 Proceed to division/unit routed to and answer questions Conduct initial interview using the GIS and usher client to the direct service worker (Division staff)
CUPID: Cynthia Olimpo/Mila Abunda

WELD: Jennifer Buendia/Feoby Fyn Balete

FCID: Editha Toledo/Ayessa Rubios

CIU: Ma. Theresa Hamily/Angelie Faye Daep/Cecilia Arcilla
8 minutes
5 Provide details re: requested service Conduct detailed interview and assessment of case (Direct Service Worker in division concerned)
CUPID: Cynthia Olimpo/Jocelyn Caño/Cecilia Arcilla

WELD: Jennifer Buendia/Feoby Fyn Balete/Catalina Maraña/Nancy Perez

FCID: Ayessa Rubios/Maricris Dagta/Julie Ann Magalang

CIU: Cecilia Arcilla
30 minutes minutes
6 Provide additional data, if necessary Conduct homevisit, gather collateral information and prepare appropriate document 1,200 minutes (2 days & 4 hours)
7 Receive requested document Issue Certificate of Indigency/assessment report/social case study report/referral with instructions on how to proceed 6 minutes
END OF TRANSACTION

TOTAL DURATION OF SERVICE: 1,260 minutes (2 working days and 5 hours)


FRONTLINE SERVICES STEP STEP-BY-STEP PROCEDURE OFFICER/EMPLOYEE RESPONSIBLE MAXIMUM TIME OF TRANSACTION (under normal circumstances) DOCUMENTS PRESENTED BY CLIENT AMOUNT OF FEES
APPLICANT
/CLIENT
SERVICE
PROVIDER
PHILHEALTH
SERVICES:
1.) ENROLLMENT OF
NEW MEMBERS
AND RENEWAL OF
OLD MEMBERS;
2.) ISSUANCE OF
CERTIFICATION OF
MEMBERSHIP AS
BASIS FOR MEMBER
DATA RECORD
(MDR);
3.) CORRECTION OF
ENTRIES IN MDR
1 Register in Clients’ Logbook Assist client in registering in Logbook PACD Offer-of-the-Day 2 minutes any document to prove identity(e.g. old MDR, 4Ps ID/Panunumpa, Voter’s ID/Certification, UMID, driver’s license and any other ID with name and/or picture) NONE
Instruct client to proceed to Crisis
2 Signify to CIU intention to enroll or purpose of the inquiry CASE NO. 1 – For clients signifying to enroll or inquiring if he/she is listed as a Philhealth member:
1.) Check if listed under NHTS or a 4Ps beneficiary;
2.) If YES, advise client to bring local civil registry/NSO documents directly to Philhealth;
3.) If client has NO record of Philhealth membership nor a 4Ps beneficiary, counsel client on the LGU options available
(Reception Desk)
*Rose Ann Granadillos
*Marissa Joloc
*Elizabeth Azul
10 minutes
END OF TRANSACTION
3 CASE NO. 2 – For walk-in clients who failed to enroll/renew at the barangay level during the annual enrollment but decide to shoulder total cost of counterpart: MAIN: barangay indorsement and Voter’s ID/COMELEC certification

PLUS: Civil registry/NSO documents (original and photocopy): birth/baptismal certificates of would-be member, his/her legal spouse and children below 21 years old; marriage contract

Official Receipt from CTO: 2 photocopies
Depending on the required counterpart at the time of Partial Subsidy Program Implementation
1. Proceed to CSWDO with all documents and determine if vacant slots are still available; If yes, pay to CTO upon receipt of Order of Payment If Philhealth slots are still available, Issue Order of Payment as basis for collection by CTO and instruct client on the process; If slots have been filed up, explain to client other options (CIU staff-in-charge of barangay where client is listed)
*Rose Ann Granadillos
*Marissa Joloc
*Elizabeth Azul
5 minutes
2. Return to CSWDO for interview and present documents Interview client using Philhealth Membership Registration Form (PMRF) 10 minutes
END OF TRANSACTION
CASE NO. 3 – For newly-enrolled/renewed clients with medical emergency but without MDR yet: Valid ID of owner/authorization letter and valid ID incase of a representative NONE
1. State reason for the emergency Issue certification and advise client to proceed to Philhealth Office 5 minutes
2. Receive renewal certification and proceed to Philhealth No Activity (CIU staff-in-charge of barangay where client is listed)
*Rose Ann Granadillos
*Marissa Joloc
*Elizabeth Azul
3. Upon receipt of the newly-issued Form Ce-1/New MDR from Philhealth: to return to CSWDO with the photocopy of either document Update client’s record 3 minutes Newly-issued Form CE-1 or MDR
END OF TRANSACTION
CASE NO. 4 – For clients necessitating update/correction of entries in Member Data Record: 1.) Birth/baptismal certificate/s incase of additional dependent/s,
2.) Marriage contract for change of status,
3.) Original civil registry documents for correction of MDR entries;
4.) Barangay certification for ONE AND THE SAME person incase of errors in the MDR entries
NONE
1. Present requirements to CIU and submit for interview Receive documents, interview client using Philhealth Membership Registration Form (PMRF) and advise him/her to proceed to Philhealth with the supporting documents (CIU staff-in-charge of barangay where client is listed)
*Rose Ann Granadillos
*Marissa Joloc
*Elizabeth Azul
10 minutes
2. Follow the instructions as advised No Activity
END OF TRANSACTION

TOTAL DURATION OF SERVICE(WORKING DAYS ONLY):

Case No. 1: 12 minutes

Case No. 2: 17 minutes

Case No. 3: 10 minutes

Case No. 4: 12 minutes

ALLOWABLE PERIOD FOR EXTENSION:

CSWDO tries its best to meet or reduce the time of transaction for its clients. In the event of disasters, however, CSWDO staff are all

involved in relief operations that take most of their time, hence, TIME OF TRANSACTION for NON-EMERGENCY request for

service IS EXTENDED. The direct service worker and client agree on the most appropriate time for action BUT the same shall

not be more than 5 working days of the maximum time of transaction.

Likewise, the maximum time of transaction is presumed to be WORKING DAYS ONLY, hence, long week-ends/holidays are excluded

in computing time.


A. COMPLAINTS THROUGH TEXT / E-MAIL / PHONE CALL

STEP CLIENT SERVICE PROVIDER OFFICER/EMPLOYEE RESPONSIBLE DURATION OF ACTIVITY (working days only) FEES CONTACT NUMBERS OF CSWDO
1 Send text/email or call up CSWDO




Follow the instructions as advised
– Acknowledge receipt and record/log the complaint

– Verify/identify the existence and identify of the texter/caller/complainant

– Analyze complaint and take appropriate action

– Inform/notify the client of the action taken through text/email/letter

– If not within the level of authority, endorse/forward complaint to Head of Office
(Admin Officer/Designated personnel)
*Ruth C. Azupardo / Noli A. Perez
(In coordination with supervisor of the respective division/unit where the complaint is addressed
255 minutes(4 hours and 15 minutes) None Email address:
cswdolegazpi@yahoo.com

Head of office: 0939-282-0158

Landline: (052)742-1100
2 No Activity – Analyze complaint and take appropriate action (Head of Office)
MARIA MARLENE G. MANAYA, MSSW
120 minutes(2 hours)
3 Follow the instructions as advised – Inform/notify the client of the action taken through text/email/letter (Admin Officer/Designated personnel)
*Ruth C. Azupardo / Noli A. Perez
(In coordination with supervisor of the respective division/unit where the complaint is addressed
10 minutes
END OF TRANSACTION

TOTAL DURATION OF SERVICE: 385 minutes (6 hours and 25 minutes)

B. COMPLAINTS THROUGH SUGGESTION BOX

STEP CLIENT SERVICE PROVIDER OFFICER/EMPLOYEE RESPONSIBLE DURATION OF ACTIVITY (working days only) FEES CONTACT NUMBERS OF CSWDO
1 Secure, fill-up properly and sign Client’s Feedback Form provided near the Suggestion Box at the PACD and drop the same


Follow the instructions as advised
– Retrieve/classify and summarize complaint

– Analyze complaint and take appropriate action

– Inform/notify the client of the action/s taken through letter

– If not within the level of authority, endorse/forward complaint to Head of Office
(Admin Officer/Designated personnel)
*Ruth C. Azupardo / Noli A. Perez
(In coordination with supervisor of the respective division/unit where the complaint is addressed
255 minutes(4 hours and 15 minutes) None Email address:
cswdolegazpi@yahoo.com

Head of office: 0939-282-0158

Landline: (052)742-1100
2 No Activity – Analyze complaint and take appropriate action (Head of Office)
MARIA MARLENE G. MANAYA, MSSW
120 minutes(2 hours)
3 Follow the instructions as advised – Inform/notify the client of the action taken through letter (Admin Officer/Designated personnel)
*Ruth C. Azupardo / Noli A. Perez
(In coordination with supervisor of the respective division/unit where the complaint is addressed
10 minutes
END OF TRANSACTION

FEEDBACK MECHANISMS

Please let us know how we have served you by doing any of the following:

  • Accomplish our Client’s Feedback Form available at the PACD and drop it in the Suggestion Box
  • Directly send an e-mail to cswdolegazpi@yahoo.com
  • Call us at (052) 742-1100 or text our Head of Office at mobile number 0939-282-0158
  • Talk to our Office-of-the-Day at the Public Assistance and Complaint Desk (PACD)