Republic of the Philippines

CITY SOCIAL WELFARE & DEVELOPMENT OFFICE

City of Legazpi

CITIZEN’S CHARTER

Vision:

TO BE ONE ONE OF THE TOP FIVE CONVENTION DESTINATIONS IN LUZON BY 2020

Mission:

The City Government of Legazpi promotes inclusive economic growth and sustainable development through effective and efficient services strengthened by the active participation of all stakeholders, within a safe environment.

Sheet 1: Charter


Frontline Services Step Step-by-Step Procedure Officer/Employee Responsible Maximum Time of Transaction (under normal circumstances) Documents to be Presented by Client Amount of Fees
Applicant/Client Service Provider
COUNSELING (SIMPLE CASES) 1 Register in Cients’ Logbook Assist client in registering in Logbook PACD Officer-of-the-Day 2 mins NONE NONE
2 No Activity Ready General Intake Sheet (GIS) for the 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/unit 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 mins 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








CSWDO CITIZEN’S CHARTER






Frontline Services Step Step-by-Step Procedure Officer/Employee Responsible Maximum Time of Transaction (under normal circumstances) Documents to be 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 Officer-of-the-Day 2 minutes FOR ALL CASES: barangay certification of indigency and residency NONE


Ready General Intake Sheet (GIS) for the 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 PLUS: death certificate and City Mayor’s note for Lingkod Bayan/burial assistance


Prepare Daily Route Slip PLUS: medical certificate/abstract/hospital bill for medical cases


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/unit 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 PLUS: certificate of enrolment for educational assistance cases
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 15 minutes

6 Provide additional data, if necessary Conduct homevisit, gather collateral information and prepare appropriate document 960 minutes (2 days)

7 Receive requested document Issue Certificate of Indigency/assessment report/social case study report/referral with instructions on how to proceed 10 minutes Other documents as may be required by the receiving office may be advised by CSWDO to the client to facilitate action on the referral
END OF TRANSACTION
CSWDO CITIZEN’S CHARTER
Frontline Services Step Step-by-Step Procedure Officer/Employee Responsible Maximum Time of Transaction (under normal circumstances) Documents to be 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 Cients’ Logbook Assist client in registering in Logbook PACD Officer-of-the-Day 2 mins barangay certification of indigency and residency NONE
2 No Activity Ready General Intake Sheet (GIS) for the 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/unit 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


6 Provide additional data, if necessary Conduct homevisit and gather collateral information 1,200 minutes (2 days & 4 hours)


7 Receive requested certificate of indigency If client is qualified, issue Certificate of Indigency; If disqualified, reason is explained 6 minutes







END OF TRANSACTION



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








CSWDO CITIZEN’S CHARTER






Frontline Services Step Step-by-Step Procedure Officer/Employee Responsible Maximum Time of Transaction (under normal circumstances) Documents to be Presented by Client Amount of Fees
Applicant/Client Service Provider
PHILHEALTH SERVICES: 1) ENROLMENT 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 Officer-of-the-Day FOR ALL CASES: 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 Intervention Unit (CIU)
2 Signify to CIU intention to enrol or purpose of the inquiry CASE NO. 1 – For clients signifying to enrol 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 (CIU staff in-charge of barangay where client is listed) *Rose Ann Granadillos *Marissa Joloc *Elizabeth Azul 10 minutes



END OF TRANSACTION











Frontline Services Step Step-by-Step Procedure Officer/Employee Responsible Maximum Time of Transaction (under normal circumstances) Documents to be Presented by Client Amount of Fees
Applicant/Client Service Provider

3 CASE NO. 2 – For walk-in clients who failed to enrol/renew at the barangay level during the annual enrolment but decide to shoulder total cost of counterpart:

MAIN: barangay indorsement and Voter’s ID/COMELEC certification 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 filled 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 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


2. Return to CSWDO for interview and present documents Interview client using Philhealth Membership Registration Form (PMRF)
10 minutes Offical Receipt from CTO: 2 photocopies
END OF TRANSACTION


CASE NO. 3 – For newly-enrolled/renewed clients with medical emergency but without MDR yet: (CIU staff in-charge of barangay where client is listed) *Rose Ann Granadillos *Marissa Joloc *Elizabeth Azul




1. State reason for the emergency Issue certification and advise client to proceed to Philhealth Office 5 minutes Valid ID of owner/authorization letter and valid ID incase of a representative NONE


2. Receive renewal certification and proceed to Philhealth No Activity



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








Frontline Services Step Step-by-Step Procedure Officer/Employee Responsible Maximum Time of Transaction (under normal circumstances) Documents to be Presented by Client Amount of Fees
Applicant/Client Service Provider


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.





Sheet 2: Complaints

FILING AND HANDLING OF COMPLAINTS







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












STEP CLIENT SERVICE PROVIDER Officer/Employee Responsible Duration of Activity (working days only) Fees Cotact Numbers of CSWDO
1 Send text/email or call up CSWDO lAcknowledge receipt and record/log the complaint (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


lVerify/identify the existence and identity of the texter/caller/complainant
Head of office: 0939-2820158


lAnalyze complaint and take appropriate action
Landline: (052) 742-1100

Follow the instructions as advised lInform/notify the client of the action taken through text/email/letter



lIf not within the level of authority, endorse/forward complaint to Head of Office

3 No Activity lAnalyze complaint and take appropriate action (Head of Office) MARIA MARLENE G. MANAYA, MSSW 120 minutes (2 hours)

4 Follow the instructions as advised lInform/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 Cotact 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 lRetrieve/classify and summarize complaint (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

lAnalyze complaint and take appropriate action
Head of office: 0939-2820158

Follow the instructions as advised lInform/notify the client of the action/s taken through letter
Landline: (052) 742-1100


lIf not within the level of authority, endorse/forward complaint to Head of Office

2 No Activity lAnalyze complaint and take appropriate action (Head of Office) MARIA MARLENE G. MANAYA, MSSW 120 minutes (2 hours)

3 Follow the instructions as advised lInform/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


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


Sheet 3: Feedback mechanish

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 numbers 0939-2820158










Talk to our Officer-of-the-Day at the Public Assistance and Complaint Desk (PACD)










THANK YOU SO MUCH
FOR HELPING US CONTINUOUSLY IMPROVE OUR SERVICES