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DSWD FIELD OFFICE VI

CITIZEN’S CHARTER

2019 (1st Edition)

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DSWD Field Office VI

CITIZEN’S CHARTER

2019 (1st Edition)

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I. Mandate: (Organizational Outcomes)

1. Well-being of poor families improved 2. Rights of poor and vulnerable sectors promoted and protected 3. Immediate relief and early recovery of disaster victims/survivors ensured 4. Continuing compliance of social welfare and development (SWD) agencies to standards in the delivery of social welfare services ensured 5. Delivery of social welfare and development (SWD) programs by local government units (LGUs), through local social welfare and development offices (LSWDOs), improved

II. Vision:

The Department of Social Welfare and Development envisions all

Filipinos free from hunger and poverty, have equal access to opportunities,

enabled by a fair, just, and peaceful society.

III. Mission:

To lead in the formulation, implementation, and coordination of social

welfare and development policies and programs for and with the poor,

vulnerable, and disadvantaged.

IV. Core Values and DSWD Brand

• Maagap at Mapagkalingang Serbisyo

• Serbisyong Walang Puwang sa Katiwalian

• Patas na Pagtrato sa Komunidad

V. Service Pledge: We are committed to provide you quality, prompt, and courteous service from Mondays

to Fridays, 8:00 A.M. to 5:00 P.M., without noon breaks; We shall endeavour to complete your transactions with us within the day. We will

inform you promptly of our actions taken so far and clearly explain to you the reason/s should we not be able to complete within the day the delivery of the service you need.

We shall ensure availability of staff to attend to your concern/s even during lunch break.

We shall appreciate any positive or negative feedback regarding our services, facilities and personnel.

The Officers-in-Charge of our frontline services shall be available at all times for consultation and advice.

All these we pledge for the best interest of the clients/customers we serve.

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LIST OF SERVICES

DSWD Field Field Office VI

Crisis Intervention Section 5 Aid to Individuals in Crisis Situation 5 Medical Assistance 6

Burial Assistance 8

Educational Assistance 10

Transportation Assistance 12

Minors Travelling Abroad Clearance 13-14

Legal Adoption 16-20

Social Pension 24-29

Standards

Registration, Licensing and Accreditation of Social

Welfare Development Agencies

Registration of SWDAs 31-57

Supplementary Feeding Program 59-60

Sustainable Livelihood Program 61-64

Pantawid Pamilyang Pilipino Program 65-81

Disaster Response 82-84 Provision of family food packs as Augmentation to LGUs

Provision of Non-Food Items as Augmentation to LGUs

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Crisis Intervention Section

Aid to Individuals in Crisis Situation

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Medical Assistance

Office or Division: Crisis Intervention Section

Classification: Simple

Type of Transaction: Medical Assistance

Who may avail: Indigent and those in crisis situation

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

• Any Valid ID Card of the client/person

(Client’s existing ID, as long as valid, is acceptable)

• Hospital Bill – Hopital Bill/Statement of account (Outstanding Balance/with complete name and signature of the Billing Clerk; or

Hospital

• If for medicines/assistive devices-Prescription with date of issuance, complete name, signature and licence number of the attending physician

Attending Physician

• If medical procedures – Laboratory request with date of issuance, complete name, signature and license number of the attending physician.

Attending Physician

• *Brgy.Certificate of Residency/Indigency/Client in need of Assistance may be required.

Client’s Barangay Hall

CLIENT STEPS AGENCY ACTIONS

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Client proceeds to DSWD Field Office VI with complete requirements

Assigned staff gives out queuing number

NONE 15 minutes Crisis Intervention Section Officer of the Day

2. Client is assessed by a social worker as to eligibility and extent of need

Assigned social worker conducts assessment

2.1 If eligible, extent of need is determined, then client is advised for

NONE 3 hours Social Worker

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payout as next step

2.2 If not eligible, client is advised to comply with lacking requirements or timeline

3. Client receives the assistance

Assigned staff releases assistance

NONE 45 minutes Social Worker

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Burial Assistance



Type of Transaction: Burial Assistance



• Any Valid ID Card of the client/person


• Death certificate or certificate from the Tribal Chieftain (for IPs), Imam (for Moro) or Doctor authorized medical practitioner, in the absence of a death certificate; and

Hospital/Chieftain, Imam, Authorized Medical Professional

• Funeral Contract (except for Muslim and Indigenous People performing customary practices;

Funeral Service Provider



For transfer of cadaver:

• Death certificate or certificate from the Tribal Chieftain (for IPs), Imam (for Moro) or Doctor authorized medical practitioner, in the absence of a death certificate.

• Transfer Permit (except for Moro and Indigenous Peoples performing customary practices), if applicable

• *Brgy.Certificate of Residency/Indigency/Client is in need of Assistance may be required.

Hospital/Chieftain, Imam, Authorized Medical Professional Client’s Barangay Hall


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE




2.Client is assessed by a social worker as



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to eligibility and extent of need

2.1 If eligible, extent of need is determined, then client is advised for payout as next step

2.2 If not eligible, client is advised to comply with lacking requirements or timeline

3. Client receives the assistance



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Educational Assistance



Type of Transaction: Educational Assistance



• Any Valid ID Card of the client/person to be interviewed; and


• Enrolment Assessment form or certificate of enrolment or registration

School/College/University Registrar

• Validated School ID of the student/Beneficiary; and

School/College/University Registrar

• Statement of account for College Students

School/College/University Accounts Section




FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

3 Client proceeds to DSWD Field Office VI with complete requirements



4 Client is assessed by a social worker as to eligibility and extent of need

Assigned social worker conducts assessment 4.1 If eligible, extent

of need is determined, then client is advised for payout as next step 2.2 If not eligible, client is advised to comply with lacking requirements or timeline


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5 Client receives the assistance



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Transportation Assistance



Type of Transaction: Transportation Assistance



• Any Valid ID Card of the client/person to be interviewed; and


• Police Blotter; or Police certification (For victim of pick pocket, illegal recruitment, etc.); or

Nearest Police Station as practicable

• Other supporting document/s such as, but not limited to, justification of the social worker, medical certificate, death certificate, and/or court order/subpoena.

Justification of social worker—case findings from Local Government Unit Medical certificate-Attending Physician Death Certificate-Hospital Court Order/Subpoena-Court concerned


Barangay Hall

CLIENT STEPS AGENCY ACTIONS FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE




2.Client is assessed by a social worker as to eligibility and extent of need


2.1If eligible, extent of need is determined, then client is advised for payout as next step 2.2 If not eligible, client is advised to comply with lacking requirements or timeline


3.Client receives the assistance



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Protective Services Division

Minors Traveling Abroad (MTA) Clearance

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Minors Traveling Abroad (MTA) Clearance

Office or Division: Protective Services Division


Type of Transaction: Minors Traveling Abroad (MTA) Clearance

Who may avail: Children traveling abroad without the company of both or either parent


• Duly accomplished Application Form Online/DSWD FO VI – MTA Office

• PSA Authenticated Birth Certificate of

Minor (photocopy)

Philippine Statistics Authority

• PSA Authenticated Marriage Contract of

parents (photocopy)/Court Decision on

Legal

guardianship/Tallaq or Fasakh Certification from the Shariah Court or any Muslim barangay or religious leader

Philippine Statistics Authority/Barangay/Religious Leader

• PSA Authenticated Certificate of None

Marriage (CENOMAR) of minor’s mother

with attached Solo Parent ID/Certification

from the Local Government Unit (LGU)

Philippine Statistics Authority

• Duly notarized/authenticated Affidavit of

Consent of both parents/solo parent/legal

Guardian (indicate Place of Destination,

Travel Companion, Relationship, Purpose

of Travel, Waiver)

• Duly notarized/authenticated Affidavit of Support and copy of Proof of Financial Capacity, such as: Certificate of Employment; Latest Income Tax Return; or Bank Statement

• Two (2) pieces passport-size ID picture

(white background and taken within 6

months)

Client secures this on any available photo center

• Passport of travel companion (photocopy) Department of Foreign Affairs

• Death Certificate

• Old Travel Clearance (Original) Secured by Client is for renewal

Additional Requirements may be required:

• FOR MINORS STUDYING ABROAD.

Certificate of

Acceptance/Enrollment/Registration

where the minor intends to study

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• FOR MINORS ATTENDING

COMPETITION

/CONFERENCES/EDUCATIONAL

TRIPS/OTHER RELATED

INTERNATIONAL ACTIVITIES.

Certification from sponsoring/inviting

organization, Affidavit of Undertaking

indicating safety measures undertaken

by the sports agency (for sports

competition), Invitation from the

Sponsoring/Inviting Organization with

itinerary and list of participants and

duration of the travel/activity

• FOR MEDICAL PURPOSES. Medical

abstract, Recommendation from

attending physician


PROCESSING TIME

PERSON RESPONSIBLE

1.Client submits complete requirements to Social Worker

Assigned social worker conducts assessment of documents

2.If approved, MTA Clearance is prepare 2.2 If not approved, Client is apprised of reasons for disapproval eligible; If needed, client is advised to comply with lacking requirements


2.Client pays P300 fee Cashier releases Official Receipt to Client

P300 15 minutes Cashier

3.Client present Official Receipt and receives the MTA Clearance

Social Worker releses MTA Clearance


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Legal Adoption – Inquries Only

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Legal Adoption – Inquiries Only



Type of Transaction: Legal Adoption – Inquiries Only

Who may avail: The following may adopt:

(a) Any Filipino citizen of legal age, in possession of full civil capacity and legal rights, of good moral character, has not been convicted of any crime involving moral turpitude, emotionally and psychologically capable of caring for children, at least sixteen (16) years older than the adoptee, and who is in a position to support and care for his/her children in keeping with the means of the family. The requirement of sixteen (16) year difference between the age of the adopter and adoptee may be waived when the adopter is the biological parent of the adoptee, or is the spouse of the adoptee's parent;

(b) Any alien possessing the same qualifications as above stated for Filipino nationals: Provided, That his/her country has diplomatic relations with the Republic of the Philippines, that he/she has been living in the Philippines for at least three (3) continuous years prior to the filing of the application for adoption and maintains such residence until the adoption decree is entered, that he/she has been certified by his/her diplomatic or consular office or any appropriate government agency that he/she has the legal capacity to adopt in his/her country, and that his/her government allows the adoptee to enter his/her country as his/her adopted son/daughter: Provided, Further, That the requirements on residency and certification of the alien's qualification to adopt in his/her country may be waived for the following:

(i) a former Filipino citizen who seeks to adopt a relative within the fourth (4th) degree of consanguinity or affinity; or

(ii) one who seeks to adopt the legitimate son/daughter of his/her Filipino spouse; or

(iii) one who is married to a Filipino citizen and seeks to adopt jointly with his/her spouse a relative within the fourth (4th) degree of consanguinity or affinity of the Filipino spouse; or

(c) The guardian with respect to the ward after the termination of the guardianship and clearance of his/her financial accountabilities.

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Husband and wife shall jointly adopt, except in the following cases:

(i) if one spouse seeks to adopt the legitimate son/daughter of the other; or

(ii) if one spouse seeks to adopt his/her own illegitimate son/daughter: Provided, However, that the other spouse has signified his/her consent thereto; or

(iii) if the spouses are legally separated from each other.

In case husband and wife jointly adopt, or one spouse adopts the illegitimate son/daughter of the other, joint parental authority shall be exercised by the spouses.


• Filling Up of Application as Prospective

Adoptive Parents and Counseling

DSWD Field Office VI – Adoption Resource Section


PROCESSING TIME

PERSON RESPONSIBLE

1.Client proceeds to Adoption Resource Secion (ARS)

Social Worker Answers Queries Social Worker administers and assists filling in of

Application as Prospective Adoptive Parents Social Worker conducts Counseling

NONE 1 hour Social Worker

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Legal Adoption

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Legal Adoption


Classification: Highly Technical

Type of Transaction: Legal Adoption

Who may avail: The following may adopt:

(a) Any Filipino citizen of legal age, in possession of full civil capacity and legal rights, of good moral character, has not been convicted of any crime involving moral turpitude, emotionally and psychologically capable of caring for children, at least sixteen (16) years older than the adoptee, and who is in a position to support and care for his/her children in keeping with the means of the family. The requirement of sixteen (16) year difference between the age of the adopter and adoptee may be waived when the adopter is the biological parent of the adoptee, or is the spouse of the adoptee's parent;

(b) Any alien possessing the same qualifications as above stated for Filipino nationals: Provided, That his/her country has diplomatic relations with the Republic of the Philippines, that he/she has been living in the Philippines for at least three (3) continuous years prior to the filing of the application for adoption and maintains such residence until the adoption decree is entered, that he/she has been certified by his/her diplomatic or consular office or any appropriate government agency that he/she has the legal capacity to adopt in his/her country, and that his/her government allows the adoptee to enter his/her country as his/her adopted son/daughter: Provided, Further, That the requirements on residency and certification of the alien's qualification to adopt in his/her country may be waived for the following:

(i) a former Filipino citizen who seeks to adopt a relative within the fourth (4th) degree of consanguinity or affinity; or

(ii) one who seeks to adopt the legitimate son/daughter of his/her Filipino spouse; or

(iii) one who is married to a Filipino citizen and seeks to adopt jointly with his/her spouse a relative within the fourth (4th) degree of consanguinity or affinity of the Filipino spouse; or

(c) The guardian with respect to the ward after the termination of the guardianship and clearance of his/her financial accountabilities.

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Husband and wife shall jointly adopt, except in the following cases:

(i) if one spouse seeks to adopt the legitimate son/daughter of the other; or

(ii) if one spouse seeks to adopt his/her own illegitimate son/daughter: Provided, However, that the other spouse has signified his/her consent thereto; or

(iii) if the spouses are legally separated from each other.

In case husband and wife jointly adopt, or one spouse adopts the illegitimate son/daughter of the other, joint parental authority shall be exercised by the spouses.


1. Authenticated birth certificate Philippine Statistics Authority (PSA)

2. Marriage Contract or Divorce,

Annulment, Declaration of Nullity, or

Legal Separation documents;

Philippine Statistics Authority (PSA), Regional Trial Courts

3. Written consent to the adoption by the

legitimate and adopted

sons/daughters, and illegitimate

sons/daughters if living with the

applicant, who are at least ten (10)

years old;

Execute an Affidavit in front of a Notary Public

4. Physical and medical evaluation by a

duly licensed physician and when

appropriate, psychological evaluation;

Any government/private hospitals and facilities

5. NBI/Police Clearance Nearest National Bureau of Investigation office or Local Police Station

6. Latest income tax return or any other

documents showing financial

capability, e.g. Certificate of

Employment, Bank Certificate or

Statement of Assets and Liabilities;

BIR Office, Office of Employment

7. Three (3) character references, namely from the local church/minister, the employer, and a non-relative member of the immediate community who have known the applicant(s) for at least three (3) years;

Any person not related to the Prospective Adoptive Parents

8. 3×5 sized pictures of the applicant(s) and his/her immediate family taken within the last three (3) months;

Photo Studio of Choice

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9. Certificate of attendance to pre-adoption fora or seminars.

DSWD Field Office VI

In addition, foreign nationals shall submit the following:

10. Certification that the applicant(s) have legal capacity to adopt in his/her country and that his/her country has a policy, or is a signatory of an international agreement, which allows a child adopted in the Philippines by its national to enter his/her country and permanently reside therein as his/her legitimate child which may be issued by his/her country’s diplomatic or consular office or central authority n intercountry adoption or any government agency which has jurisdiction over child and family matters; or in the absence of any of the foregoing, the Philippine Intercountry Adoption Board may also certify that the Philippines and the applicants’ country have an existing agreement or arrangement on intercountry adoption whereby a child who has been adopted in the Philippines or has a pre-adoption placement approved by the Board is allowed to enter and remain as permanent resident in the applicant’s country as his/her legitimate child.

Country embassy in the Philippines

11. Certificate of Residence in the Philippines issued by the Bureau of Immigration or Department of Foreign Affairs, as appropriate;

Bureau of Immigration or Department of Foreign Affairs

12. Two (2) character references from a non-relatives who knew the applicant(s) in the country of which he/she is a citizen or was a resident prior to residing in the Philippines, except for those who have resided in the Philippines for more than fifteen (15) years;

Character references from the country of origin

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13. Police Clearance from all places of residence in the past two years immediately prior to residing in the Philippines.

PNP offices

14. Expression of Interest to Adopt

Prospective Adoptive Parent applicant


PROCESSING TIME

PERSON RESPONSIBLE

1.Client proceeds to Adoption Resource Secion (ARS)

DSWD Social Worker assists and provides form

NONE 1 hour Social Worker

https://adoption.dswd.gov.ph/?page_id=69

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Social Pension - Inquiries Only

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Social Pension – Inquiries Only



Type of Transaction:

Social Pension-Inquiries Ony

Who may avail: Persons who may inquire:

1.Senior Citizens

2. Folks of Senior Citizens

3. Concerned citizens


OSCA ID/any government issued ID and birth certificate

OSCA Office


PROCESSING TIME

PERSON RESPONSIBLE

1.Client to proceed to Office of Social Pension

Assigned staff to answer queries

NONE Within the day (24 hours)

Social Worker/ Social Pension Staff

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Social Pension- Complaints/Grievances

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Social Pension – Complaints/Grievances on Social Pension


Classification: Complex


Social Pension- Complaints/Grievances on Social Pension

Who may avail: Persons who may inquire:

1.Social Pensioners


OSCA ID/Marriage Certificate OSCA Office/ Philippine Statistics Authority


PROCESSING TIME

PERSON RESPONSIBLE

1.Client to proceed to Office of Social Pension

Assigned staff to intake complaint

NONE 5 working days

Social Worker/ Social Pension Staff

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Social Pension – Payment of Social Pension Stipend

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Social Pension – Payment of Social Pension Stipend




Social Pension- Payment of Social Pension Stipend

Who may avail: Eligibility criteria for Social Pension:

• 60 year old and above

• Frail, sickly or with disability

• NO pension from Government Service Insurance System (GSIS), Social Security System (SSS), Philippine Veterans Affairs Office (PVAO), Armed Forces and Police Mutual Benefit Association Inc. (AFPMBAI) or any other insurance company

• No permanent source of income; and

• No regular support from family or relatives for his/her basic needs


If personal claimant: 1.Photocopy of OSCA ID 2. Presentation of original copy

OSCA Office/ Philippine Statistics Authority

If authorized representative: 1.Authorization letter signed by Brgy. President, Brgy Captain, OSCA Head, MSWDO, Social Pensioner and authorized representative

Can be personally prepared provided signed by Brgy. President, Brgy Captain, OSCA Head, MSWDO, Social Pensioner and authorized representative

If authorized representative of deceased elderly: 1.ID of the authorized representative 2. Warranty and release from liability 3. CTC of death certificate 4. ID of beneficiary

1. ID existing 2. Pro-formatted form available during payout c/o DWD 3. Client secures CTC of death certificate 4. Existing ID of beneficiary


PROCESSING TIME

PERSON RESPONSIBLE

1.Client to proceed to venue of payout

Social Pension staff to ensure orderly queuing system

NONE 1 hour Social Worker/ Social Pension Staff

2. Client undergoes assessment

Social Worker/Social Pension staff validates and

NONE 2 hours Social Worker/ Social Pension Staff

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assesses eligibility of senior citizen

3.Client to receive stipend

Client receives social pension stipend

NONE 1 hour Social Worker/ Social Pension Staff

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Standards Section

Registration, Licensing and Accreditation of Social Welfare

Development Agencies (SWDAs)

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Standards

Registration, Licensing and Accreditation of Social Welfare Development Agencies

(SWDAs)

Office or Division: Standards



Registration of SWDAs

Who may avail: • SWDAs


1.Accomplished Application Form DSWD/FO Standards Section or DSWD Website

2. Updated Copy of Certificate of Registration and latest Articles of Incorporation and by-laws indicating that the organization’s primary purpose is within the purview of social welfare and development issued by SEC that gives a juridical personality to a non- stock non –profit organization to operate in the Philippines

SWDA

SWDA

3.Copy of any of the following:

• Handbook or Manual Operations of its programs policies and procedures to attain its purposes

• Brochure

• Duly signed Work and Financial Plan for at least two (2) years

SWDA

Template of WFP (available at the FO Standards Section)


PROCESSING TIME

PERSON RESPONSIBLE

A. Assessment Procedures for Walk-in Applicants:

1.Secures application form thru the DSWD Website/Standards Bureau/Field Office

Provides client application form, and checklist of requirements

NONE 30 minutes Support Staff (Standards Bureau - SB/Field Office Standards Section- FO SS)

2. Submit/file application and supporting documents (if operating only in one region, the

1. Review and assess documentary requirements submitted a) If application and documentary

NONE 30-45 minutes

Officer of the day (SB/FO SS)

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application shall be filed in the concerned DSWD Field Office; if operating in more than one region, the application shall be filed at the Standards Bureau).

complete, the same are returned to applicant with list of requirements not complied with b) If application and documentary requirements are complete, the “Officer of the Day” refers the applicant to the support staff for the issuance of billing statement

Prepares Billing Statement and instructs applicant to proceed to the Cashier Unit

NONE 20 minutes Support Staff/ AA II

Presents the Billing Statement at Accounting and to the Cashier and settles the required fee

Approves and control, process payment and issues Official Receipt.

P1,000.00

30 minutes Accounting Clerk/ Cashier (Financial Management Service)

B.Processing Procedures of Applications with Incomplete Requirements submitted at Standard Section Field Offices through Mail/Courier:

Review, assess and prepare notification indicating result of the assessment clarifying and guiding the applicant

1 working day Technical Staff

Approval and signing of written notice

1 working day Regional Director/ Division Chief/Standards Section Head/ Support Staff

Release the written notice together with the returned

1 working day Support Staff/ AA II

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documents through email or snail mail

C. Processing Procedures of Applications with Complete Requirements submitted at Standards Section Field Offices:

1. Submit/file application forms, requirements and photocopy of Official receipt

Receives, encodes and/or forwards documents to assigned Technical Staff

1 working day

Support staff

Initial review of the application

Technical staff

Review the submitted requirements of the application as to compliance to the requirements and prepare confirmation report with the recommendation of issuance of Certificate.

2 working days

Technical staff

Review and approval of the Confirmation Report; Preparation and endorsement for approval of the Registration Certificate

2 working days

Technical staff/ PPD Division Chief/ Regional Director

Approval and signing of Registration Certificate

1 working day Regional Director

Send the confirmation Report and notify the availability of the Certificate of Registration for release through various means (direct pick-up, courier, or thru awarding ceremony)

1 working day (depending on the choice of the application)

Support staff/ AA II

END OF TRANSACTION

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Standards Section

Licensing of Social Welfare Development Agencies (SWDAs)

a. Intending to Operate

b. Implementing prior to Application

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Standards



Classification: Highly-technical


Licensing of SWDAs



For AUXILIARY SWDA

Intending to Operate

1.Accomplished Application Form 2. Certification of plan to hire the required Registered Social Worker (RSW) or staff complement or Profile of Employees and volunteers 3.Manual of Operation/Handbook 4.Profile of Board of Trustees 5.Certified True Copy of General Intake Sheet issued by SEC 6.Notarized certification from the Board of Trustees and/or the funding agency to financially support the organization’s to operate for at least two (2) years 7.Work and Financial Plan for the two (2) succeeding years

DSWD FO Standards Section/DSWD Website

SWDA

SWDA SWDA SEC

SWDA

WFP Template (available at the DSWD FO Standards

Section)

Implementing prior to its application

1. Accomplished Application Form 2. Manual of Operation/Handbook containing the SWDAs program and administrative policies, procedures and strategies to attain its purpose/s among others 3. Profile of Board Trustee 4. Profile of Employees and Volunteers:

• At least one (1) full time staff who will manage its operations

5. Certified True Copy of General Intake Sheet issued by SEC


SWDA

SWDA SWDA

SEC SEC

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6. Certification of no derogatory information issued by SEC (for those operating more than six (6) months upon filing of the application) 7. ABSNET Membership 8. Declaration of Commitment from the applicant of no support to tobacco in compliance to the provisions of EO 26 series of 2017(Providing for the establishment of smoke-free Environments in Public and Enclosed Places) and RA 9211 (Tobacco Regulation Act of 2003) 9. Duly signed Work and Financial Plan for the next two (2) succeeding years 10 Notarized Certification from the Board of Trustees and/or funding agency to financially support the organizations to operate for at least two (2) years 11. Annual accomplishment report for previous year 12. Audited Financial Report of the previous year 13. Profile of Clients served for the preceding and current year

Regional ABSNET Chairperson SWDA


Section)

SWDA

SWDA

SWDA

SWDA

Optional/ Additional Requirements (both for intending and already operating)

A.Basic Documents 1. For those operating in more than one region

• List of main and satellite/branch offices, if any

• Certified True Copy of the notarized written agreement of partnership or cooperation between the agency and its partner agency e.g. MOA, Contract of Partnership, among others

B.Documents Establishing Corporate Existence and Regulatory Compliance 2.For those operating in more than one region

• Validation report from concerned DSWD Field Office or Certification from Regional ABSNET/Cluster or LGUs attesting to the existence and

SWDA

SWDA

DSWD FO Standards Section/Cluster ABSNET Chairperson/LGU

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status of operation of the organization in the area/s of jurisdiction.

3. For applicants that are identified that would be serving IP, appropriate additional documentary requirement will be required in order to ensure that the rights of the IP sectors are protected as per RA 8371 (The Indigenous Peoples’ Rights Act of 1997) 4. For applicant with past and current partnership with the DSWD that involved transfer of funds

• Certification from DSWD Office and/or other concerned government agencies that the applicant is free from any financial liability/obligation

SWDA

DSWD FO Finance Management Section

For AUXILIARY SWDA

Intending to Operate

1.Accomplished Application Form 2. Certification of plan to hire the required Registered Social Worker (RSW) or staff complement or Profile of Employees and volunteers 3.Manual of Operation/Handbook 4.Profile of Board of Trustees 5.Certified True Copy of General Intake Sheet issued by SEC 6.Notarized certification from the Board of Trustees and/or the funding agency to financially support the organization’s to operate for at least two (2) years 7.Work and Financial Plan for the two (2) succeeding years


SWDA

SWDA SWDA SEC

SWDA


Section)

Implementing prior to its application

1. Accomplished Application Form


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2. Manual of Operation/Handbook containing the SWDAs program and administrative policies, procedures and strategies to attain its purpose/s among others 3. Profile of Board Trustee 4. Profile of Employees and Volunteers: 4.1. At least one (1) RSW to supervise and take charge of its social work functions for residential care agencies and community-based agencies that caters to beneficiaries that requires social case management 4.2. For Center Based (Residential Based), to observe the caseload requirement of client ratio and house parent 4.3. For Center Based (Non-Residential Based), to observe at least one full time social worker for drop in center, processing center and vocational rehabilitation center while for senior citizens center and the like, a part-time social worker is considered. 4.4. For Community Based, implementing community development or community organizing, any of the following shall be hired in full/part time basis per region: 4.4a. Graduate of Bachelor Degree in Social Work or Community Development; or 4.4b. Other professionals who have at least three (3) year work experiences in the field of social welfare and development 5. Certified True Copy of General Intake Sheet issued by SEC 6. Certification of no derogatory information issued by SEC (for those operating more than six (6) months upon filing of the application) 7. ABSNET Membership 8. Declaration of Commitment from the applicant of no support to tobacco in compliance to the provisions of EO 26 series of 2017(Providing for the establishment of smoke-free Environments in Public and Enclosed Places) and RA 9211 (Tobacco Regulation Act of 2003) 9. Duly signed Work and Financial Plan for the next two (2) succeeding years

SWDA

SWDA SWDA SEC

SWDA

SWDA

SWDA

SWDA

SWDA

SEC

ABSNET Cluster Chairperson

SWDA

WFP Template

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10. Notarized Certification from the Board of Trustees and/or funding agency to financially support the organizations to operate for at least two (2) years 11. Annual accomplishment report for previous year 12. Audited Financial Report of the previous year 13. Profile of Clients served for the preceding and current year

(available at the DSWD FO Standards Section)

SWDA

SWDA

SWDA

SWDA


A. Basic Documents 1. For those operating in more than one

region a. List of main office and satellite/branch offices, if any

2. For Applicants SWAs implementing Child Placement Services

Certification from DSWD or photocopy of the certificate of training attended by the hired RSW related to child placement service. B. Documents Establishing Corporate Existence and Regulatory Compliance 3. For those operating in more than one region Validation report from concerned DSWD Field Office or Certification from Regional ABSNET/Cluster or LGUs attesting to the existence and status of operation of the organization in the area/s of jurisdiction

4. For Residential Based and Community Based with facility: Copy of the valid safety certificates namely:

a. Occupancy permit (only for new buildings) or Annual Building Inspection/Structural Safety Certificate (for old buildings)

b. Fire Safety Inspection Certificate c. Water Potability Certificate or Sanitary Permit 5. For applicant serving within the Ancestral Domains of Indigenous People (IP) -

SWDA

FO Standards Section/Cluster ABSNET Chairperson/LGU

SWDA

SWDA

41

Photocopy of NGO Accreditation from the NCIP. C. Documents Establishing Track Record and Good Standing 6. For applicant with past and current partnership with the DSWD that involved transfer of funds

Certification from DSWD Office and/or other concerned government agencies that the applicant is free from any financial liability/obligation



PROCESSING TIME

PERSON RESPONSIBLE

A. Assessment Procedure for Walk-In Applicants




2. Submit/file application and supporting documents (if operating only in one region, the application shall be filed in the concerned DSWD Field Office; if operating in more than one region, the application shall be filed at the Standards Bureau).

1. Review and assess documentary requirements submitted a) If application and documentary complete, the same are returned to applicant with list of requirements not complied with b) If application and documentary requirements are complete, the “Officer of the Day” refers the applicant to the support staff for the issuance of billing statement

NONE 45 minutes – 1 hour

Technical Staff

Prepares Billing Statement and instructs applicant to

NONE 20 minutes Support Staff /AA II

42

proceed to the Cashier Unit

Presents the Billing Statement at the Cashier and settles the required fee


P1,000.00

30 minutes Cashier Unit

B. Processing Procedures of Applications with incomplete Requirements submitted at Standards Section Field Offices through Mail/ Courier:

Review, assess and prepare notification indicating result of the assessment clarifying and guiding the applicant Approval and signing of written notice Release the written notice together with the documents through email or snail mail

1 working day 1 working day 1 working day

Technical Staff/ Division Chief Regional Director/Division Chief/ Technical Staff/ Support staff Support staff/ AA II

C. Processing Procedures of Applications with complete Requirements submitted at Standards Section Field Office:

1. Submit/file application forms, requirements and photocopy of Official receipt

Receives, encodes and/or forwards documents to assigned Technical Staff Initial review of the application

1 working da Support Staff

Technical Staff

Assessment of submitted application acknowledgement as to compliance to the requirements

3 working days

Technical Staff/ Division Chief

43

and indicates the schedule of visit

Onsite assessment visit based on the agreed schedule between DSWD and SWDA

1 working day Technical Staff

Prepares Confirmation report a. Recommendation on Issuance of Certificate

3 working days

Technical Staff

b. Areas for compliance together with SWDAs Action Plan (proceed to Step D)

Review and endorsement of the confirmation report

5 working days

Technical Staff/ PPD Division Chief

Review and approval of the Confirmation Report

3 working days

PPD Division Chief/ Regional Director

Preparation and endorsement for approval of the License to Certificate

1 working day Technical Staff/ PPD Division Chief

Approval and signing of Certificate of License to Operate

2 working days

Regional Director

Send confirmation report and notify the availability of the Certificate of License to Operate for release through various means (direct pick-up, courier or thru awarding ceremony)

1 working day (depending on the choice of the applicant)

Support Staff/ AA II

D. Processing Procedures of Applications with Areas for Compliance:

Prepares confirmation report

3 working days

Technical Staff

44

citing the areas for compliance

Review and endorsement of confirmation report

5 working days


Review and approval of confirmation report

3 working days

Technical Staff/ PPD Division Chief/ Regional Director

Send the confirmation report and notify the applicant on the result of the assessment


END OF TRANSACTION

45

Standards Section

Accreditation of Social Welfare Development Agencies (SWDAs)

46

Standards


(SWDAs)




Accreditation of SWDAs



1. Accomplished Application Form 2. Pre- accreditation assessment conducted by concerned FO 3. Duly accomplished Pre- Accreditation assessment tool signed by the SWAs Head of Agency or Authorized Representative 4. Certification of no derogatory information issued by SEC (for those operating more than six (6) months upon filing of the application) 5. ABSNET Membership 6. Duly signed Work and Financial Plan for the next two (2) succeeding years 7. Notarized Certification from the Board of Trustees and/or funding agency to financially support the organizations to operate for at least two (2) years 8. Annual accomplishment report for previous year 9. Audited Financial Report of the previous year 10. Profile of Clients served for the preceding and current year 11. Certification from the SWDAs Head of Agency on their observance and compliance to the provisions of EO 26 series of 2017 (Providing for the establishment of Smoke- Free Environments in Public and Enclosed Places) and RA 9211 (Tobacco Regulation Act of 2003)

DSWD FO Standards Section or DSWD Website

FO Standards Section

SWDA

SEC

ABSNET Cluster Chairperson


Section)

SWDA

SWDA

SWD

SWDA

47


A. Basic Documents 1. Manual of Operation 2. Profile of Board of Trustees 3. Profile of Employees and Volunteers Staff requirement shall be based on the Staff Client Ratio per standards on accreditation of specific programs and services 4. For those operating in more than one region

a. List of main office and satellite/branch offices, if any

5. For Applicants SWAs implementing Child Placement Services Certification from DSWD or photocopy of the certificate of training attended by the hired RSW related to child placement service. B. Documents Establishing Corporate Existence and Regulatory Compliance

6. Certified True copy of General Intake

Sheet issued by SEC/ CDA or any regulatory

agencies

7. For Center- Based (Residential Based and Non- Residential- Based): Copy of the valid safety certificates namely:

c. Occupancy permit (only for new buildings) or Annual Building Inspection/Structural Safety Certificate (for old buildings)

d. Fire Safety Inspection Certificate c. Water Potability Certificate or Sanitary Permit 8. For applicant serving within the Ancestral Domains of Indigenous People (IP) - Photocopy of NGO Accreditation from the NCIP. C. Documents Establishing Track Record and Good Standing 9. For applicant with past and current partnership with the DSWD that involved transfer of funds

Certification from DSWD Office and/or other concerned government agencies that the applicant is free from any financial liability/obligation

SWDA

SWDA/DSWD Field Office

SEC

SWDA

SWDA


48


PROCESSING TIME

PERSON RESPONSIBLE

A. Assessment Procedures for Walk-in Applicants

1.Secures application form thru the DSWD Website/ Field Office


NONE 30 minutes Support Staff Field Office Standards Section

2. Submit/file application and supporting documents

Review and assess documentary requirements submitted a) If application and documentary complete, the same are returned to applicant with list of requirements not complied with b) If application and documentary requirements are complete, the “Officer of the Day” refers the applicant to the support staff for the issuance of billing statement

NONE 45 minutes – 1 hour

Technical Staff

Prepares Billing Statement and instructs applicant to proceed to the Cash Unit

NONE 20 minutes Support Staff/ AA II

Presents the billing statement to the Casher Unit and settles the required fee

Approves and control, process payment and issues Official Receipt

Php1,000.00

30 minutes Accounting Clerk/ Cashier

B. Assessment Procedures for Applications with Incomplete Requirements submitted at Standards Section Field Office Vi

Review, assess and prepare notification indicating the result

1 working day Technical Staff/ PPD division Chief

49

of the assessment clarifying and guiding the applicant


1 working day Regional Director/ Technical Staff/ Support Staff

Release the written notice together with the returned documents through email or snail mail


C. Assessment Procedures for Applications with Complete Requirements submitted at Standards Bureau

Submits the application form, requirements and photocopy of Official Receipt

Receives, encodes and/or forwards documents to assigned technical staff

1 working day Support staff

Initial review of application

Division Chief/ Technical staff

Assessment of submitted application, acknowledgement as to compliance to the requirements and indicates the schedule of visit

3 working days


Onsite validation assessment on the agreed schedule between the DSWD and SWDA

2 working days (excluding travel time)

Technical staff

Prepares Confirmation report a. Recommendation on Issuance of Certificate

3 working days

Technical staff

b. Areas for compliance together with SWDAs Action

50

Plan (proceed to STEP D)

Review and endorsement of the confirmation report

5 working days


Review and approval of the confirmation report

2 working days

Regional Director/Division Chief/

Preparation and endorsement for approval of the Accreditation Certificate

1 working day Technical Staff/ Regional Director

Approval and signing of Accreditation Certificate

2 working days

Regional director

Send confirmation report and notify the availability of the Certificate for release through various means (direct pick-up, courier, or thru awarding ceremony)

1 working day (depending on the choice of the applicant)

Support staff/ AA II

D. Processing Procedures of Applications with Areas for Compliance

Prepares confirmation report citing the areas for compliance

3 working days

Technical Staff

Review and endorsement of confirmation report

5 working days


Review and approval of confirmation report

3 working days

Regional Director

Send the confirmation report and notify the applicant on the result of the assessment


51

Standards Section


52

Standards


(SWDAs)




Licensing of SWDAs



1.Accomplished Application Form DSWD FO Standards Section or DSWD Website

2. Certification of plan to hire the required Registered Social Worker (RSW) or staff complement or Profile of Employees and volunteers 3.Manual of Operation/Handbook 4.Profile of Board of Trustees 5.Certified True Copy of General Intake Sheet issued by SEC 6.Notarized certification from the Board of Trustees and/or the funding agency to financially support the organization’s to operate for at least two (2) years 7.Work and Financial Plan for the two (2) succeeding years

SWDA

SWDA

SWDA

SEC

SWDA


Section)

Implementing prior to it’s Application 1. Accomplished Application Form 2. Manual of Operation/Handbook containing the SWDAs program and administrative policies, procedures and strategies to attain its purpose/s among others 3. Profile of Board Trustee 4. Profile of Employees and Volunteers:

• At least one (1) full time staff who will manage its operations

DSWD FO Standards Section or DSWD Website

SWDA

SWDA

53

5. Certified True Copy of General Intake Sheet issued by SEC 6. Certification of no derogatory information issued by SEC (for those operating more than six (6) months upon filing of the application) 7. ABSNET Membership 8. Declaration of Commitment from the applicant of no support to tobacco in compliance to the provisions of EO 26 series of 2017(Providing for the establishment of smoke-free Environments in Public and Enclosed Places) and RA 9211 (Tobacco Regulation Act of 2003) 9. Duly signed Work and Financial Plan for the next two (2) succeeding years Optional/Additional Requirements: A.Basic Documents 1. For those operating in more than one region

• List of main and satellite/branch offices, if any

• Certified True Copy of the notarized written agreement of partnership or cooperation between the agency and its partner agency e.g. MOA, Contract of Partnership, among others

B.Documents Establishing Corporate Existence and Regulatory Compliance 2.For those operating in more than one region

• Validation report from concerned DSWD Field Office or Certification from Regional ABSNET/Cluster or LGUs attesting to the existence and status of operation of the organization in the area/s of jurisdiction.

3. For applicants that are identified that would be serving IP, appropriate additional documentary requirement will be required in order to ensure that the rights of the IP

SEC

SEC

Cluster ABSNET Chairperson

SWDA


Section)

SWDA

SWDA

FO Standards Section/Cluster ABSNET

Chairperson/LGU

SWDA

54

sectors are protected as per RA 8371 (The Indigenous Peoples’ Rights Act of 1997) 4. For applicant with past and current partnership with the DSWD that involved transfer of funds

• Certification from DSWD Office and/or other concerned government agencies that the applicant is free from any financial liability/obligation



PROCESSING TIME

PERSON RESPONSIBLE






NONE 30-45 minutes


Prepares Billing Statement and instructs applicant to proceed to the Financial

NONE 20 minutes Support Staff (SB)

55

Management Service (Accounting/Cashier, 2nd Floor, Matapat Building)



P1,000.00

30 minutes Accounting Clerk/

Cashier (Financial

Management Service)


NONE 30 minutes


1 working day

Technical Staff/ Team Leader/ Division Chief - SCMD


NONE 1 working day

Bureau Director/ Executive Assistant/Technical Staff/ Support Staff


NONE 1 working day

Support Staff

56

Standards Section

Registration, Licensing and Accreditation of Social Welfare

Development Agencies (SWDAs)

57

Standards


(SWDAs)




Accreditation of SWDAs




PROCESSING TIME

PERSON RESPONSIBLE






NONE 30-45 minutes


Prepares Billing Statement and instructs applicant to

NONE 20 minutes Support Staff (SB)

58

proceed to the Financial Management Service (Accounting/Cashier, 2nd Floor, Matapat Building)



P1,000.00

30 minutes Accounting Clerk/

Cashier (Financial

Management Service)


NONE 30 minutes


1 working day

Technical Staff/ Team Leader/ Division Chief - SCMD


NONE 1 working day

Bureau Director/ Executive Assistant/Technical Staff/ Support Staff


NONE 1 working day

Support Staff

59


Supplementary Feeding Program

60

Protective Services Division Supplementary Feeding Program

Republic Act No. 11037 otherwise known as the “Masustansyang Pagkain para

sa Batang Pilipino Act” of 2018 mandates the Department of Social Welfare and

Development (DSWD) and the Department of Education (Dep Ed) to implement the

Supplementary Feeding Program (SFP) and the School-Based Feeding Program

respectively to address undernutrition

Office or Division Supplementary Feeding Program

Classification Highly Technical

Type of Transaction Supplemental Feeding

Who may Avail Children Enrolled in Child Development Center

3-5 years old children but not enrolled in Dep Ed

Checklist of Requirement Where to Secure Project Proposal

Memorandum of Understanding Sb Resolution Notarial Fee

Local Government Units

Client’s Steps Agency Action Fees to be Paid

Processing Time

Person Responsible

Identify Target Benes

Give target Benes

No Fees

SF Focal, ND,

PDO

Nutritional Assessment

Conduct weighing and Deworming of

identified benes

Rural Health

Workers

Prepare Documents

Receive the required

documents and check for

completeness

Notarial Fee- 100

AA II

61

Sustainable Livelihood Program

1.Releasing of SLP Grant

2.Employment Assistance

62

Sustainable Livelihood Program

Office or Division Sustainable Livelihood Program

Classification Highly Technical

Type of Transaction Sustainable Livelihood Program

Who may Avail For Individuals/Groups: 1. Either Pantawid beneficiary, Listahanan

member or assessed as poor under the SLP Means Test.

Checklist of Requirement Where to Secure 1.Application form 2.Attendance to basic livelihood training and other capacity building activities Additional for groups:

1. Application for Accreditation as Beneficiary Civil Society Organziation for both DSWD and Non-DSWD organized groups.

2. Photocopy of passbook and bank account

FOR DSWD ORGANIZED GROUPS Requirements for application for accreditation as beneficiary CSO: 1. Certificate of Compliance issued by DSWD attesting that applicant CSO has met all the requirements of the Sustainable Livelihood Program such as: a. Ratified CBL by all of the members; b. Project Proposal and Modality Application that passed the assessment of the DSWD-SLP Regional Reviewing Committee; c. Certificate of Social Preparation d. Proof of Existence of the SLPA

1. DSWD 2. DSWD initiated Application—c/o DSWD Standard

Section Photocopy of passbook-Clients organization

FOR DSWD ORGANIZED

GROUPS: 1a. Clients through their organization 1b. Clients to draft proposal with assistance of PDO 1c. Certificate issued by PDO 1d. Proof of existence of SLPA issued by DSWD

63

FOR NON-DSWD ORGANIZED GROUPS 1. Duly Accomplished and Duly Sworn Beneficiary CSO Accreditation Application Form 2. Proof of Existence or presence of the CSO in its stated address and area of operation of organization, namely: a. Pictures of office and direction sketch; and b. At least one of the following documents: - Barangay Certification - certification or endorsement from at least two publicly known individuals in the community - other documents showing proof of existence 3. Proof of organization, namely: a. Organizational chart or governance structure; b. Date of organization, list of officers and members with their complete names, date of birth, complete address, and contact numbers (if available); and c. CBL 4. If the CSO applicant has received public funds prior to its application, a certificate of good standing from the government agency/ies which it has received such public funds 5. Proof of having undergone Social Preparation from the DSWD

FOR NON-DSWD ORGANIZED GROUPS

1. Form provided by DSWD 2. Proof c/o CSO (pictures,

certification), organizational chart, CBL, certificate of good standing

3. DSWD-for proof of having undergone Social Preparation

Client’s Steps Agency Action Fees to be Paid

Processing Time

Person Responsible

1.Initial Brgy Assembly

Obtain Potential list of participants

No Fees

1 day PDO

2.Second Brgy Assembly

Obtain final list of participants

1 day PDO

3.Attend Basic Livelihood Training

Conduct of Basic Livelihood Training

No Fees

2 days

PDO

4.Leadership Training

Conduct of Leadership Training

No Fees 1 day PDO

5.Organization Building Training

Conduct of Organization Building Training

No Fees

1 day PDO

64

6. Project Identification

Assists and coaches in Project Identification

No Fees

1 day PDO

7. Project Proposal Preparation

Assists and coaches in Project Proposal Preparation

No Fees

1 day PDO

8.Project Proposal Review and Assessment

Review and Assessment of Proposal

No Fees 1 day PDO

9. Client waits for Project Approval and Processing

Project Approval and Processing

No Fees

5 days PDO

10.Accreditation as Beneficiary Civil Society Organization

Processes accreditation as CSO

No Fees

10 days Standards Section

11.Receives grant Releases grant No fees

1 day Cash Section

65

Pantawid Pamilyang Pilipino Program

Requests and Inquiries Only

66


Requests and Inquiries Only

Office or Division: Pantawid Pamilyang Pilipino Program


Type of Transaction: Pantawid Pamilyang Plipino Program- Requests and Inquiries only

Who may avail:


• Pantawid ID (if Pantawid beneficiary) Assigned City/Municipal Link

• Any Identification Card (for non-Pantawid clients)

Private Company/Institutions, CHED or Deped Issued, Government Agencies or Government-owned and Controlled Corporations


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

4. Client proceeds to the Pantawid Pamilya Regional Program Management Office (RPMO).

Cater the clients’ inquiries and/or requests using Request and/or Inquiry Form (RIF).

None 5 minutes Regional Grievance Officer / Project Development Officer 1

5. Client will provide the details of the inquiry.

Validate the inquiry through:

✓ Verification in the Pantawid Pamilya Information System (PPIS) the status of the client.

✓ Clarify with the client if she/he was able to course through his/her inquiry in the Municipal/City Operations Office (C/MOO) or Provincial Operations


67

Office (POO). Coordinate with these offices.

6. Client will response to the inquest of the Pantawid staff.

Provide resolution to the inquiry. Note: For inquiries that requires further validation/verification the agency is given 72 hours to provide resolution and a response will be communicated to the client.


For all updating request/s such as transfer of address, change of school, correction/updating of personal information (date of birth, name, etc.), change of health facility, etc, client must be directed/referred to their respective City/Municipal Operations Offices for processing and certification purposes.

68


Grievances

69


Grievances on Pantawid Pamilyang Pilipino Program


Classification: Highly-Technical

Type of Transaction: Pantawid Pamilyang Plipino Program-Grievances (Ineligibility)

Total Processing Time:

26 working days

Who may avail:


• Pantawid ID (for Pantawid Beneficiaries)

Assigned City/Municipal Link

• Any valid ID (for non-Pantawid clients)


• Proof of Allegations (for Ineligibility Complaints)

Prepared by the client


FEES TO BE PAID PERSON

RESPONSIBLE


Cater the complaint using the grievance form. The current household status of the beneficiary being complained of will be checked in the Pantawid Pamilya Information System (PPIS). If household status is registered and Active, the case is considered valid and validation in the area will be conducted. If household is not registered, the complaint is considered invalid.

None

Regional Grievance Officer / Project Development Officer 1

2. Once case is valid, client will be asked to prepare

Case shall be forwarded to assigned Grievance Officer for validation.

None

Provincial and Cluster Grievance Officers

70

supporting documents or proof of allegations

3. Client will be provided feedback of the status of the filed case.

Case conference at the Provincial Operations Office shall be conducted. Recommendation made by the Provincial Operations Office shall be endorsed to the Regional Director for approval/disapproval.

None

Provincial Operations Office Staff, Regional Grievance Officer and Regional Director

71


Misbehavior

72



Type of Transaction: Pantawid Pamilyang Plipino Program-Grievances (Misbehavior of the Beneficiary – Pawning and Vices)


35 working days

Who may avail:




• Any valid ID (for non-Pantawid clients)


• Proof of Allegations Prepared by the client


FEES TO BE PAID

PERSON RESPONSIBLE


The attending staff shall cater the complaint using the grievance form. The current household status of the beneficiary being complained of will be checked in the Pantawid Pamilya Information System (PPIS). If household status is registered and Active, the case is considered valid and validation in the area will be conducted. If household is not registered, the complaint is considered invalid.

None


2. Once case is valid, client will be asked to prepare supporting documents or proof of allegations

Case shall be forwarded to assigned Grievance Officer for validation.

None

Provincial and Cluster Grievance Officers

None City/Municipal Link, Provincial

73

3. If complaint is validated as 1st offense, client will be provided feedback.

1st written warning signed by Provincial Link will be issued to concerned beneficiary and subject for case management by assigned City/Municipal Link.

Operations Office Staff, Regional Grievance Officer

4. If complaint is validated as 2nd Offense, Client will be provided feedback.

Approval or disapproval of recommendation for deactivation with written notice shall be issued by the Regional Director to the concerned beneficiary and subject for case management by the Social Welfare Officer III.

None

City/Municipal Link, Provincial Operations Office Staff, Regional Grievance Officer

5. If complaint is validated as 3rd Offense, client will be provided feedback.

Recommendation made by the Provincial Operations Office for delisting of the household shall be endorsed to the Regional Director for approval. Written notice shall also be issued to the delisted beneficiary.

None

Provincial Operations Office Staff, Regional Grievance Officer and Regional Director

74


Payment-related Issues

75





Pantawid Pamilyang Plipino Program-Grievances (Payment-related Issues - Reduced Grants)


104 working days

Who may avail:


• Pantawid ID Assigned City/Municipal Link

• PSA Authenticated Birth Certificate (for correction/updating of personal information such as date of birth, spelling of name, etc.)

Philippine Statistics Office

• Barangay Certificates of present address and old address (for transfer of residence)

Local offices of the concerned barangays

• City/ Municipal Links Certification and Case Study (for all updating concerns/issues)


• For education and health facilities related updating: health certificates, school certificates, update forms

All forms shall be provided by City/Municipal Links assigned in the area where the concerned Pantawid

beneficiary is residing.


FEES TO BE PAID PROCESSING TIME

PERSON RESPONSIBLE


Cater the complaint using the grievance form.

None


2. Clients shall file grievance on the following: a) no cash

grants received, or

Regional Grievance Office shall check household status and payment history to verify complaint using the Pantawid Pamilya Information System and in

None


76

b) unclaimed cash grants.

coordination with the Finance Unit and Beneficiary Data Officer on the said issues.

c) Client shall be provided feedback on their filed grievance.

Regional Grievance Officer shall initially validate and explain to the client the reasons or provide appropriate actions.

None


d) Client shall secure and submit required documents to their respective City/Municipal Link for updating issues

Regional Grievance Officer shall verify the complaint. If found valid, client shall be advised to prepare the required documents to be submitted to the respective City/Municipal Link for updating of the information in the Pantawid Pamilya Information System (PPIS) and for the processing of retroactive payments.

None City/Municipal Link, Cluster Beneficiary Data Officer, Regional Grievance Officer/ Project Development Officer 1

e) Client to

secure and submit proof or certificate of compliance on either education or

Regional Grievance Officer shall advise the client to submit proof or certificate of compliance to respective City/Municipal Link and for processing of retroactive payments.

None

City/Municipal Link, Provincial Operations Office Staff, Regional Grievance Officer

77

health or FDS conditionalities to respective City/Municipal Link

78


Grievances

Cash-card related

79





Pantawid Pamilyang Plipino Program-Grievances (Cash Card – related Issues)


29 working days

Who may avail:




• Pantawid EMV Cash Card Assigned City/Municipal Link and/or Municipal Roving Bookkeeper

• Bank Transaction Slip Concerned bank/financial institution



PERSON RESPONSIBLE


Cater the complaint using the grievance form.

None


2. Client files grievance on non-issuance of EMV cash card and/or no replacement card

Regional Grievance Office shall verify the household status using the Pantawid Pamilya Information System and shall coordinate with the Finance Unit.

None Regional Grievance Officer / Project Development Officer 1, Regional Finance Unit

3. Client files grievance on PIN issues, damage cash card, lost or stolen, captured, blocked cash card

Regional Grievance Officer shall advise client to go to respective City/Municipal Roving Bookkeeper for the processing of replacement cards or assist them with their PIN issues.

None Regional Grievance Officer / Project Development Officer 1, Regional Finance Unit, City/Municipal Roving Bookkeeper

80


Grievances

Appeals

81

Pantawid Pamilyang Pilipino Program Office or Division: Pantawid Pamilyang Pilipino Program


Type of Transaction: Pantawid Pamilyang Plipino Program-Grievances (Appeals)


34 working days

Who may avail:




• Letter of Appeal Prepared by Client

• Case Assessment Report Assigned City/Municipal Link



PERSON RESPONSIBLE


Cater the complaint/appeal using the grievance form. Household status shall be checked in the PPIS and determine if status of appeal is within the allowable period.

None


2. Client to submit letter of appeal

If within the allowable period to file appeal for reinstatement, client shall be advised to submit needed documents to respective City/Municipal Link for a case study and recommendation.

None Regional Grievance Officer / Project Development Officer 1, City/Municipal Link

3. Client shall be provided feedback on the status of appeal.

An official letter stating the status of the appeal shall be signed by the Regional Director and will be provided to the appealing client.

None Regional Grievance Officer/ Project Development Officer 1, Regional Director

82

Disaster Risk Reduction and Management

Division

Provision of family food packs as augmentation to LGUs

83

Disaster Risk Reduction and Management Division

Provision of family food packs as Augmentation to LGUs

Office or Division: Disaster Risk Reduction and Management



Provision of family food packs as Augmentation to LGUs

Who may avail: • Local Government Units


1. Letter Request from LGU

LGU prepares this

2. Report on Affected families

LGU prepares this


PROCESSING TIME

PERSON RESPONSIBLE

LGU submits complete requirements

DSWD assesses and decides augmentation requirement and dispatches team for release of goods (in coordination with LGU and other agencies for transportation of goods)

No fees

Within 72 hours (depending on terrain of affected area)

DRRMD head

84

Disaster Risk Reduction and Management

Division

Provision of Non-Food Items as augmentation to LGUs

85

Disaster Risk Reduction and Management Division


Office or Division: Disaster Risk Reduction and Management




Who may avail: • Local Government Units


1.Letter Request from LGU

LGU prepares this

2.Report on Affected families

LGU prepares this


PROCESSING TIME

PERSON RESPONSIBLE

LGU submits complete requirements

DSWD assesses and decides augmentation requirement and dispatches team for release of goods (in coordination with LGU and other agencies for transportation of goods)

No fees

Within 72 hours (depending on terrain of affected area)

DRRMD head

86

FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback

Email: [email protected] or drop a feedback form at any of suggestion boxes located in various offices of DSWD Region VI

How feedbacks are processed

Your feedback is treated with confidentiality. The feedback is opened only by the Officer assigned, submitted to the Head of Office, routed to the concerned office for appropriate action, if needed.

How to file a complaint

You may file a complaint through any of the following: a.By writing a letter to: MS. MA. EVELYN B. MACAPOBRE, CESO III Regional Director DSWD Field Office VI MH Del Pilar, Molo, Iloilo City 5000 The letter maybe submitted to the Records Section or emailed to [email protected]

How complaints are processed

Your complaint is treated with confidentiality. complaints is opened only by the Officer assigned, submitted to the Head of Office, routed to the concerned office for appropriate action,

Contact Information of CCB, PCC, ARTA

May Rago-Castillo Designated Focal Person-Ease of Doing Business/Exigent Concerns Regional Information Officer 09560661962 Email: [email protected]

mailto:[email protected]:[email protected]

87

LIST OF OFFICES

Office Address Contact Information

Office of the Regional Director

DSWD Field Office VI, MH Del Pilar, Molo, Iloilo City 5000

(033)-330-7860 loc 16001

Office of the Assistant Regional Director for Administration


(033)-330-7860 loc 16024

Office of the Assistant Regional Director for Operations


(033)-330-7860 loc 16025

Policy and Plans Division


(033)-330-7860 loc 16005

Administrative Division


(033)-330-7860 loc 16030

Financial Management Division


(033)-330-7860 loc 16030

Human Resource Management and Development Division


(033)-330-7860 loc 16008

Disaster Response and Management Division


(033)-330-7860 loc 16006

Promotive Services Division


(033)-330-7860 loc 16003



(033)-330-7860 loc 16007

88

Salus populi est

Suprema Lex

(The welfare of the

people shall be the

supreme law”

Date post:	26-Jan-2021
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