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
Frontline Services	Step	Applicant/Client	Service Provider	Officer/Employee Responsible		Documents to be Presented by Client	Amount of Fees
COUNSELING (SIMPLE CASES)	1	Register in Cients’ Logbook	Assist client in registering in Logbook	PACD Officer-of-the-Day	2 mins	NONE	NONE
COUNSELING (SIMPLE CASES)	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
Frontline Services	Step	Applicant/Client	Service Provider	Officer/Employee Responsible		Documents to be Presented by Client	Amount of Fees
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
Frontline Services	Step	Applicant/Client	Service Provider	Officer/Employee Responsible		Documents to be Presented by Client	Amount of Fees
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
Frontline Services	Step	Applicant/Client	Service Provider	Officer/Employee Responsible		Documents to be Presented by Client	Amount of Fees
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)	PACD Officer-of-the-Day	FOR ALL CASES: 2 minutes
	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
Frontline Services	Step	Applicant/Client	Service Provider	Officer/Employee Responsible		Documents to be Presented by Client	Amount of Fees
	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
Frontline Services	Step	Applicant/Client	Service Provider	Officer/Employee Responsible		Documents to be Presented by Client	Amount of Fees
		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
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
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