DEPARTMENT OF SOCIAL WELFARE

AND DEVELOPMENT

CITIZEN’S CHARTER
2022 (5th Edition)
DEPARTMENT OF SOCIAL WELFARE
AND DEVELOPMENT

CITIZEN’S CHARTER
2022 (5th Edition)
Page 2 of 277
I. Mandate:
The Department of Social Welfare and Development (DSWD) is the primary
government agency mandated to develop, implement and coordinate social
protection and poverty-reduction solutions for and with the poor, vulnerable
and disadvantaged.

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. Service Pledge:

We are committed to provide quality, prompt, and courteous service from
Mondays to Fridays, 8:00 A.M. to 5:00 P.M., without noon breaks and thereby
ensure that all applicants or requesting parties who are within the DSWD
premises prior to the end of the official working hours and during lunch break
shall be attended to. In view of this, we shall ensure availability of Officers-in
Charge of our frontline services at all times for consultation and advice.

Furthermore, we shall endeavor to complete transactions within the day and in

the event that we are unable to do so, we shall inform you promptly of our
actions taken so far and clearly explain the reason/s for such delay.

We shall appreciate any positive or negative feedback regarding our services,

facilities, and personnel.

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

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LIST OF SERVICES

External Services
1. Processing of Freedom of Information Request ..................................................... 8
2. Public Request for Assistance and/or Information through E-Mail ..................... 112
3. Handling 8888 Grievance and Redress................................................................ 14
4. Issuance of Travel Clearance for Minors Travelling Abroad ................................ 18
5. Assistance to Individuals-In-Crisis Situation (AICS) ........................................... 245
6. Cash Transactions ................................................................................................ 30
6.1. Issuance of Official Receipt for Minors Travelling Abroad (MTA) Clearance
Fees ......................................................................................................... 311
6.2. Releasing of Payment thru Check ............................................................. 33
7. Pantawid Pamilyang Pilipino Program .................................................................. 34
7.1. Cash Replacement (Municipal Level) ...................................................... 355
7.2. Cash Card Replacement (RPMO level) ..................................................... 38
7.3. Cash Card Replacement Request for Tagging of Locked Accounts for
Lost and Stolen Cards................................................................................ 40
7.4. Request for Unlocking of EMV Cash Card Accounts Tagged as “Lock” ... 42
7.5. Replacement of Lost/Stolen Cash Card-MRB ......................................... 433
7.6. Family Development Session (FDS) Compliance Monitoring- Submission
of CVF4 .................................................................................................... 444
7.7. Compliance Monitoring-Collection of CV Forms ......................................... 466
7.8. Pre-encoding of Compliance Verification Forms ........................................... 47
7.9. Pre-encoding of Update Forms-Encoder ....................................................... 49
7.10. Change Address-Inter-Municipality ........................................................... 500
7.11. Change Address-Inter-Province ................................................................ 522
7.12. Change Address-Inter Region ................................................................... 544
7.13. Change Grantee-CBDO............................................................................... 57
7.14. Change Grantee-Municipal Link ................................................................ 59
7.15. Grievance Redress System – General Guidelines on the Complaint
Resolution Process .................................................................................... 61
8. Kalahi CIDSS-NCCDP Program ......................................................................... 634
8.1. Processing of Request for Fund Release for Sub-Projects of Prioritized
Barangays ................................................................................................ 644
8.2. Grievance Redress System ....................................................................... 67
9. Sustainable Livelihood Program ......................................................................... 689
9.1. Walk-in Clients ........................................................................................... 69
9.2. Referral..................................................................................................... 700
9.3. Grievance Redress System ....................................................................... 72
10. Resource Person on Social Marketing ................................................................. 73

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11. Social Technology Section ................................................................................... 75
11.1. Pilot Testing of New Social Technology .................................................. 766
11.2. Promotion and Social Marketing of Completed Social Technology......... 788
11.3. Technical Assistance to Intermediaries ................................................... 800
12. Social Pension Program ....................................................................................... 81
12.1. Provision of Monthly Stipend to Indigent Senior Citizen .......................... 822
12.2. Pay-out Centennarian .............................................................................. 844
13. Supplementary Feeding Program (SFP) .............................................................. 87
14. Adoption Resource and Referral Section (ARRS)................................................ 92
14.1. Issuance of Regional Adoption Clearance (RAC), Pre-adoption Placement
Authority (PAPA), and Certification of Consent to Adoption (CA) ........... 933
14.2. Endorsement of Dossiers to PSB for Issuance of Certification Declaring a
Child as Legally Available for Adoption (CDCLAA) ............................... 1100
15. Provision of Financial Assistance to Persons Living with HIV ............................ 117
16. Provision of Financial Assistance to Solo Parents ........................................... 1201
17. Recovery and Reintegration Program for Trafficked Person (RRPTP) ............ 1245
17.1. Provision of direct services to identified target beneficiaries of RRPTP 1266
17.2. Provision of Resource Augmentation to LGUs with High Incidence of
Trafficking ............................................................................................... 1311
18. Policy and Planning Section Transactions ......................................................... 133
18.1. Acquiring Social Welfare and Development (SWD) Data and Information
(G2C)...................................................................................................... 1344
18.2. Acquiring Social Welfare and Development (SWD) Data and Information
(G2G) ..................................................................................................... 1366
18.3.Approval of the Conduct of Research Study and Acquiring Primary
Data from DSWD Officials/Personnel, Beneficiaries, and Clients ........ 1388
19. Standards Section Transactions ......................................................................... 141
19.1. Issuance of Certificate of Authority to Conduct Regional Fund Raising
Campaign to Individuals, Corporations, Organizations or Associations 1422
19.2. Issuance of Certificate of Authority to Conduct National Fund Raising
Campaign to Individuals, Corporation, Organization, or Association .. 14848
19.3. Endorsement of Duty-Exempt Importation of Donations to Social Welfare
and Development Agencies (SWDAs) ................................................. 15555
19.4. Accreditation of Social Workers Managing Court Cases (SWMCCS)1611
19.5. Accreditation of Civil Society Organizations (CSOs) to Implement DSWD
Projects and/or Programs Using DSWD Funds ................................... 16969
19.6. Registration of Private Social Welfare and Development Agencies
(SWDAs) .............................................................................................. 17575
19.7. Licensing of Private Social Welfare and Development Agencies (SWDAs)
1.) Auxiliary SWDA 2.) Social Work Agency (SWA) .............................. 1844
19.8. Accreditation of Local Government Unit’s Senior Citizens Charter ......... 2011

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19.9. Accreditation of Pre-Marriage Counselors (PMCs) ............................... 21414
19.10. Accreditation of Civil Society Organizations (CSOs) as Beneficiaries of
DSWD Programs and/or Projects .......................................................... 2222
19.11. Accreditation of Civil Society Organizations (CSOs) Organized by the
Sustainable Livelihood Program as Beneficiaries Using DSWD Funds22929
19.12. Interim Process on the Accreditation on the Accreditation of Pre-Marriage
Counselors During a State of National Emergency or Calamity ............ 2322
20. Disaster Response and Management Division .............................................. 23637
20.1. Grievance Mechanism ......................................................................... 23737
20.2. Disaster Response and Recovery Section Transaction ........................ 2400
20.2.1.Request for Relief Augmentation
............................................................................................................... 2400
20.2.2.Request for Early Recovery and Rehabilitation PPAs
............................................................................................................. 24343
20.3. Regional Resource Operation Center .................................................. 24545
20.3.1.Volunteer’s Registration and Deployment
............................................................................................................. 24545
20.3.2.Local In-Kind Donations Facilitation
............................................................................................................. 24646
20.4. Disaster Response Information and Management Section ................. 24747
20.4.1.DROMIC Reporting
............................................................................................................. 24747
21. Personnel Administration Section Transactions ............................................... 2490
21.1. Request for Certificate of Employment .................................................. 2500
21.2. Request for Service Record ................................................................. 25252
22. Walk-in Name Matching Data Request .......................................................... 25556
23. Data Sharing – Name Matching Process ....................................................... 25758
24. Data Sharing – Data Generation Process ........................................................ 2601
25. Data Sharing – Statistical Data Request ........................................................ 26566

Internal Services
1. Personnel Administration Section Transactions ............................................... 2700
1.1. Request for Certification of Leave Credits ............................................. 2700
1.2. Request for Payslip .............................................................................. 27272
List of Offices ....................................................................................................... 276

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Field Office VIII
External Services

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1. Processing of Freedom of Information Request
The Social Marketing Section – Office of the Regional Director (SMS-ORD) is
responsible for the receiving and conduct of initial evaluation of requests on
Freedom of Information (FOI) being received by the Department. This process
covers requests for information/data of Department through FOI pursuant to
Executive Order No. 09, series of 2016, on FOI.

Office or Division: Social Marketing Section – Office of the Regional Director

Classification: Covered by special law (Executive Order No. 09, s. of
2016)
Type of Transaction: G2C – Government to Citizens
Who may avail: Individuals with Filipino Citizenship
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Standard Request Requesting party may visit:
1.1. Request letter addressed to Field https://www.dswd.gov.ph/issuances/M
Office Regional Director at DSWD- C s/MC_2017-009.pdf for the FOI
Field Office VIII, Magsaysay Request Form
Boulevard, Tacloban City 6500
1.2. Attach the FOI Request Form
1.2.1. Must state your complete
name, contact
information and purpose of
your request
1.2.2. Attach a photocopy of
government issued I.D or
school I.D (for registered
students) with photo
2. Online Requests or through eFOI Requesting party may visit the FOI
portal website to place their request:
2.1. Visit the eFOI website https://www.foi.gov.ph/
2.1.1. Choose Make a Request icon
2.1.2. Select Department of Social
Welfare and Development
2.1.3. Click on Write My Request
2.1.3.1. Ensure all the
mandatory fields are filled
out
2.1.4. Attach a copy of government
issued I.D or school I.D (for
registered students) with photo

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3. If unable to make a written request, Requesting may visit the nearest
because of illiteracy or disability DSWD Office
3.1. Visit the nearest DSWD Office or
contact Ms. Vina Aquino in DSWD
Field Office VIII at (053) 321-3322 for
inquiries
3.2. Make verbal request to the DSWD
FOI Receiving Officer (FRO) who
shall reduce the request to FOI
Request Form.
3.3. Provide a copy of government issued
I.D or school I.D (for registered
students) with photo and
authorization.
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Submit FOI 1. DSWD FRO None Within one (1) Office of the
Request with shall receive working day Regional
attached and conduct upon receipt Director
photocopy of initial evaluation of request
any to FOI Request
government 1.1. Check if
issued I.D or requested
school I.D (for information is
registered already posted
students) with and available
photo online:
1.1.1. If
available,
inform the
requesting
party and
provide the
link of
posted
information
through the
indicated
contact
details of the
requesting
party.
1.2. Check if the

Page 9 of 277
requested
information is
substantially
similar or
identical to
previous
requests by the
same requesting
party.
1.2.1. If the
same, then
request shall
be denied.
1.2.3. Issue
a letter
signed by
the DSWD
FDM indicating
the full denial
and the reason
for such denial to
the requesting
party.
1.3. If correct
and complete,
transmit the FOI
request to the
DSWD FOI
Decision Maker
(FDM) for further
evaluation and
onward
submission to
concerned OBS.
2. Will 2.1 DSWD FRO None Within one (1) DSWD FO VIII
received shall receive the working day Regional
notification/ info/ data from upon Information
requested the respective receipt of the Officer
info/data office. data
from the 2.2 Release of DSWD FOI
contact info requested Receiving
provided info/data to the Officer
requesting

Page 10 of 277
party through
email or
courier service
TOTAL None 2 days

FEEDBACK AND COMPLAINTS MECHANISM

How to send Along with the data/info submitted through email, the Google
feedback Survey Form link:
https://docs.google.com/forms/d/e/1FAIpQLSfA7RtqorXpusl0i4
zjZRcnh5v2yq0m66ZR6H8YgBg2nrl8A/viewform is being
submitted.
How feedbacks are Through the Google Survey Form, all feedbacks are easily
processed generated and consolidated in quarterly basis.

AS-RAMD will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that have
complaint been denied or complaint letter addressed to DSWD Field
Office VIII Regional Director with address at Magsaysay
Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional Director
are processed shall be forwarded to the concerned office to address the
concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 11 of 277
2. Public Request for Assistance and/or Information through E-Mail

This refers to citizen’s request for assistance or information through the official
email address: [email protected].

Office or Division: Records Section-Administrative Division

Classification: Simple
Type of Transaction: G2C – Government to Citizens
Who may avail: Public
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Not Applicable Not Applicable

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE

1. Client to 1.1 Review and None 5 Minutes Assigned

send email assess the request Receiving Clerk
to
inquiry@ds 1.1.1Prints the
None 10 Minutes Technical Stsaff
w d.gov.ph request and Records Section
forwards same
to the Office of
the Regional
Director for
instruction.
However, said
email will
immediately
forward to the
concerned
Unit/Office who
will take action
on the inquiry.

1.1.2 Reviews None 15 Minutes Office of the

the inquiry and Regional Director
route
Instructions to
concerned
Unit/Office
appropriate
response.

1.1.3 None Within two (2) Receiving Clerk

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Concerned days upon and Unit Head
Unit/Office receipt of the (Concerned
acknowledges referral Unit/office)
receipt of the
referral or
inquiry and act
on the concern.

1.1.4 All None 10 Minutes Designated

referrals should Grievance Officer
furnish copy to
the Designated
Grievance
Officer for
monitoring.

Note:
 For complex
request initial
response will
immediately
transmitted to
the client’s
email address
as to the status
of inquiry
 For highly
technical
inquiry: (needs
multiple offices/
agencies’
actions) Refer
through email to
concerned
Unit/Office,
Government
Agencies and
LGUs, copy
furnish the client
1.2 Follow up None 20 minutes Designated
through email, on Grievance Officer
complex and highly
technical case

Page 13 of 277
referred to
Unit/Officer,
Government
Agencies or LGUs,
copy furnish the
client
1.3 Email the None 30 minutes Receiving Clerk
response from the and Unit Head
concerned (Concerned
Unit/Office to the Unit/office)
client’s email
account together
with the Feedback
Form. Copy
furnishes the
account of the
Designated
Grievance Officer
for monitoring of
compliance.
TOTAL None 2 days, 1 hour and 30 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII

Page 14 of 277
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

3. Handling 8888 Grievance and Redress

In accordance to Executive Order No. 6, series of 2016, “Institutionalizing the

8888 Citizen’s Complaint Hotline and Establishing the Citizen’s Complaint
Center,” the DSWD Complaint Action Team was formed to ensure prompt
actions on concerns, complaints, and requests for assistance.

Office or Division: Office of the Regional Director - Grievance Focal

Classification: Simple
Types of Transaction: G2G - Government to Government
G2C - Government to Citizens
G2B - Government to Business
Who may avail: Offices, Bureaus, Services (OBS), Field Offices, Local
Government Units, and other Stakeholders
CHECKLIST OF WHERE TO SECURE
REQUIREMENTS
Not Applicable Not Applicable
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
DSWD 1.1. Receives and
Central encodes in the
Designated Field
Office 8888 8888 database
Office Grievance
Citizens’ the
None 5 minutes Officer
Complaints concerns,
Action Team complaints, and
endorses the requests for
assistance.

Page 15 of 277
concerns, 1.2. Assess the
complaints, nature of concern
and requests and identifies the None 3 minutes
for appropriate office
assistance. for action.
1.3. Forwards the
ticket referral via
email of the
concerned
office/unit official
email account for
None 2 minutes
their immediate
action and tracks
their compliance
within 3-days
upon receipt
thereof.
1.4.
Acknowledges the
receipt of the Designated
forwarded referral Grievance Focal
None 5 minutes
and encodes vital (Concerned
information in Office/Unit)
their tracking
system.
1.5 Prints copy of
referral and
endorses to the
Division Chief or Concerned
None 10 minutes
supervisor for Division Chief
specific
instructions/
comments.
1.6. Forwards the
action/information
required to the Designated
assigned officer Grievance Focal
None 3 minutes
who will handle (Concerned
the referral then Office/Unit)
updates the
tracking system.

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1.7. Acts on the
actions required
and prepares
appropriate
Within two (2)
response on the Officer-in-Charge
working days
concerns, None (Concerned
upon receipt of
complaints and Office/Unit)
the referral
requests for
assistance with
concrete and
specific action.
1.8. Approves the
draft response on
the referral.
Note:
Concerned
For complex and
None 10 minutes Division Chief/
highly referrals
Regional Director
the response
should be signed
by the Regional
Director.
1.9. Updates the None 30 minutes
database on the
status of the
referral acted and
copy furnish the
following account
for monitoring and
compliance:
Designated
a.
Grievance Focal
grievances.fo8@
(Concerned
dswd.gov.ph
Office/Unit)
b.
grievance.osec@
dswd.gov.ph
c. Client’s email
account if the
required email
account is
available
1.10. None 20 minutes Designated Field
Acknowledges Office Grievance
receipt of the Officer

Page 17 of 277
response from the
concerned
office/unit and
immediately
updates the
Regional 8888
Hotline Database.
Ensures that the
response is
properly
transmitted to the
Central Office in
charge for onward
submission to the
Office of the
President.
TOTAL None 2 days, 5 hours, and 15 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

Page 18 of 277
ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

4. Issuance of Travel Clearance for Minors Travelling Abroad

Travel Clearance is a document issued by the Department of Social Welfare

and Development for a minor who is below 18 years old, who wants to travel
abroad alone, without any of his or her parent or legal guardian.

Office or Division: Protective Services Division

Classification: Simple
Type of Transaction: G2C – Government to Citizens
Who may avail: Filipino Minors Travelling Abroad
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Issuance of Travel Clearance Certificate
A. For Minors Travelling Alone for a Foreign Country for the First Time
1. Duly Accomplished Application Form Download Form at
fo8.dswd.gov.ph
2. LSWDO/SWAD Social Worker’s Assessment, Local Social Welfare and
when necessary Development Office where the
minor resides
3. PSA Birth Certificate of the minor Philippine Statistics Authority
(PSA);
4. Photocopy of PSA issued Marriage Contract of Philippine Statistics Authority
minor’s parents /Copy of Court issued Legal (PSA); Court who handled the
Guardianship/Tallaq or Fasakh Certification from Legal Guardianship petition,
the Shariah Court or any Muslim Brgy. Or Religious Shariah Court or Religious
Leader Leader

PSA CENOMAR for illegitimate minors on SECPA

5. Notarized affidavit of consent or Written Consent Law Office and Notarized at the
of both parents, the solo parent and the legal place where the minor
guardian/solo parent whichever applicable. resides/Philippine Embassy (If
Photocopy of valid visa or valid ID issued abroad, if minors parent/s are abroad.
parents are working
6. Two (2) Original colored passport size photos of Applicant
the minor (in White, Red or Blue Background)
taken within the last six (6) months from the time of

Page 19 of 277
application. No scanned picture will be accepted.
7. Affidavit of Support and Certified copy of any Applicant
evidence to show financial capability of sponsor
(e.g. Certificate of Employment, Latest Income Tax
Return, Bank Statement etc.
8. Certified True Copy of the Death Certificate Applicant
(deceased parent/s) on SECPA
9.Unaccompanied Minor Certificate from the Airline Company where ticket is
Airlines obtained
10. Waiver from the parents releasing DSWD from Applicant
any liability/responsibility in case of untoward
incident during the travel of the child.
B. For Succeeding Travel of Unaccompanied minor Travelling Alone
1. Duly Accomplished Application Form Download Form at
fo8.dswd.gov.ph
2. Notarized affidavit of consent or Written Consent Law Office and Notarized at the
of both parents, the solo parent and the legal place where the minor
guardian/solo parent whichever applicable. resides/Philippine Embassy (If
Photocopy of valid visa or valid ID issued abroad, if minors parent/s are abroad.
parents are working
3. Original Copy of the Previous Travel Clearance Applicant
4. Two (2) Original colored passport size photos of Applicant
the minor (in White, Red or Blue Background)
taken within the last six (6) months from the time of
application. No scanned picture will be accepted
5. Unaccompanied Minor Certificate from the Airline Company where ticket is
Airlines obtained
6. Waiver from the parents releasing DSWD from Applicant
any liability/responsibility in case of untoward
incident during the travel of the child.
C. Minor Travelling for the FIRST TIME with persons other than the Parents or
Legal Guardian
1. Duly Accomplished Application Form Download Form at
fo8.dswd.gov.ph
2. Copy of the PSA issued Birth Certificate of the Philippine Statistics Authority
minor (PSA);
3. Notarized affidavit or Written Consent of both Applicant
parents or solo parent or legal guardian, attached
with valid identification card with specimen
signature.
4. Copy of Marriage Certificate of minors parents PSA, Local Social Welfare and
(SECPA) ,Solo Parent ID, for Solo Parents, Court Development Office (for the
Decree of Separation, Annulment or Divorce, for Solo Parents ID);Family Court
illegitimate minors, CENOMAR from PSA; in case
of deceased parent/s , copy of the Death Certificate
5. Two (2) colored passport size photos of the Applicant
minor (in White, Red or Blue Background) taken
within the last six (6) months from the time of
application. No scanned picture will be accepted
6. Photocopy of the passport of the travelling Minor’s Travelling Companion

Page 20 of 277
companion
D. Minors Travelling Subsequently with a person other than Parents or Legal
Guardian
1. Duly Accomplished Application Form Download Form at
[email protected]
2. Original Copy of the Previous Travel Clearance Applicant
3. Notarized affidavit or Written Consent of both Applicant
parents or solo parent or legal guardian, attached
with valid identification card with specimen
signature.
4. Two (2) colored passport size photos of the Applicant
minor (in White, Red or Blue Background) taken
within the last six (6) months from the time of
application. No scanned picture will be accepted
5. Photocopy of the passport of the travelling Minor’s Travelling Companion
companion
Additional Requirements for Minors Under Special Circumstances
A. For Filipino Minors Migrating to Another Country
1. Visa Petition Approval Applicant
B. For minors studying abroad
1. Acceptance or Certificate of Enrolment or
Registration from the school where the minor is to Applicant
be enrolled
C. For minors who will attend Conference, Study Tours, Sports Competition,
Student Exchange Program, Summer Camp, Pilgrimage, World Youth Day and
other Related Activities
1. Certificate from the Sponsoring Organization Sponsor Organization
2. Affidavit of Undertaking of companion indicating
Sports Agency
safety measures under taken by the Sports Agency
3. Signed Invitation from the Sponsoring
Agency/Organization Abroad with itinerary of travel
Sponsoring Organization
and list of participants and duration of the
activity/travel
D. For minors going abroad for Medical Purposes
1. Medical Abstract of the Minor Attending Physician
2. Recommendation from the Attending Physician
that such medical procedure is not available in the Attending Physician
country
3. Letter from the Sponsor Sponsor
E. Minor going Abroad for Intercountry Adoption
Inter-Country Adoption Board
1.Placement Authority issued by ICAB
(ICAB)
Inter-Country Adoption Board
2.Authority to Escort issued by ICAB
(ICAB
F. Minor’s under Foster Care
1. Notarized Affidavit of Undertaking by Foster
Foster Parents
Parents
2. Notarized Affidavit of Consent from the Regional DSWD Regional Director

Page 21 of 277
Director or Authorized Representative
3. Photocopy of Foster Placement Authority Applicant
4. Photocopy of Foster Care License of the Family Applicant
5. DSWD Certification of the CDCLAA except those DSWD
under Kinship Care
6. Return Ticket Applicant
G. Minor Under Legal Guardianship
1. Certified True Copy of the Court Order on Legal
Court
Guardianship
H. Minors whose parents are Seafarers
1. Certification from the Manning Agency attesting
Manning Agency
to the parents employment
2. Photocopy of Seaman’s Book of the parent/s Applicant
I. Minors with alleged missing parent/s
1. SCSR from the LSWDO where the alleged Local Social Welfare and
missing parent’s last known address Development Office (LSWDO)
2. Blotter Report from either Local Police or Local Police or Barangay of the
Barangay Certification from the locality of the last alleged missing parent/s last
known address of the alleged missing parent known address
3. One Returned registered mail to the last known
Applicant
address of the alleged missing parent
Within the Day Transaction
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1.1 Issuance of
Officer of the
Service Sequence
1. Registration 5 minutes Day/Security
Number and CSS
Guard
Form
2.1. Social Worker
will check the
presented
2. Screening of documentary
10 minutes Social Worker
Documents requirements are
complete. If not, the
client will be asked
to comply
31.Social Worker
interviews and
conduct
assessment of the
application
3. Interview and
1 hour Social Worker
Assessment 3.2 Recommends
for the approval
and disapproval of
the application to
the signing
authority

Page 22 of 277
4.1 Approves
/Disapproves the
application

4.1 a. If 20 minutes
Approved:
Issuance of claim
stub schedule of 10 minutes
release (Minimum
of 1-day processing
and maximum of 3
days processing)

4.1.b If
Disapproved
4. Review and Division Chief
4.2 Counseling and
Approval of Social Worker/
Explanation of the
Application 30 minutes OIC -DC
reason for
disapproval of
application

4.3 Notify the

nearby DSWD Field
Offices

4.3a If
exempted,
Prepared the 20 minutes
Certificate of
Exemption for the
Approval of the
Regional Director
Php
5. Payment of: 300.00 for
5.1 Receives and 1-year
Php. 300.00 for Issues Official validity;
1-year validity Receipt to the 15 minutes Cashier
Applicant on Php
Php. 600.00 for Payment Received 600.00 for
2 years validity 2 years
validity
6.1 Encodes/Types
6. Preparation the details of the
of Travel applicant to the 10 minutes Social Worker
Clearance Travel Clearance
Certificate
7.1 Signs/Approves
Regional
7. Approval of the Application or
Director/Authoriz
the Regional Certificate of 10 minutes
ed Approved
Director Exemption for
Signatory
Exempted

Page 23 of 277
Applicants

8. Issuance of
Travel 8.1 Releases the
5 minutes Social Worker
Clearance Travel Clearance
Certificate
TOTAL 300-600 3 hours and 16 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Client will provide Feedback through Client Satisfaction
feedback Survey Form (CSS) after the release of the Blue Card
How feedback are EODB Focal will consolidate CSS Monthly Report and to be
processed approved by DC. Then, the CSS monthly report of the
division will be forwarded to HRMDD.
How to file a Complaints can be filed thru sending a letter or email at
complaint [email protected]
Complaint using Records Unit will receive the complaint and will be
8888 forwarded to PSD Head, if the concern is for MTA, the Focal
Person or the concern SW will answer the said complaint/s.
How complaints are The MTA will conduct a case conference /meeting to discuss
processed the issue or concern. If necessary, to set a meeting with the
complainant and discuss the concern.

Internal Investigation shall be conducted within the PSD,

then provide recommendation and officially send letter to the
complainant.
Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 24 of 277
5. Assistance to Individuals-In-Crisis Situation (AICS)

The provision of counselling, referral for psychological and legal service, as well
as financial assistance to disadvantaged and marginalized sectors is part of the
social protection services of the Department. These protective services aim to
help individuals and families to cope with the difficult situation they are
presently experiencing, such as illness, death, loss of job or source of income.

Office or Division:Crisis Intervention Section

Classification: Complex
G2C – Government to Citizens
Type of Transaction:
Who may avail: Individuals and/or families who are indigent, vulnerable,
disadvantaged or are otherwise in crisis situation based
on the assessment of the Social Worker.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Medical Assistance
For Hospital Bill:
1. Medical Certificate/Medical Abstract Attending Physician from a
with date of issuance, complete name, hospital/clinic or from Medical Records
signature and license number of the
attending Physician (issued within 3
months)
2. Updated Hospital bill/Statement of
Account (Outstanding Balance) with Hospital Billing Clerk
name and signature
3. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
Local or Municipal Social Worker/Case
4. Social Case Study Report Summary Report by Medical Social
Worker
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
For Medicine/ Assistive Device:
1. Medical Certificate/Medical Abstract
with date of issuance, complete with
Attending Physician from a
name, signature and license number of
hospital/clinic or from Medical Records
the attending Physician (issued within
3 months)
2. Prescription with date of issuance,
Attending Physician from a
complete name, license number, and
hospital/clinic or from Medical Records
signature of the attending Physician
Local or Municipal Social Worker/Case
3. Social Case Study Report Summary Report by Medical Social
Worker

Page 25 of 277
4. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
For Medical Procedures:
1. Medical Certificate/Medical Abstract
with date of issuance, complete with
Attending Physician from a
name, signature and license number of
hospital/clinic or from Medical Records
the attending Physician (issued within
3 months)
2. Laboratory Requests with date of
issuance, complete name, license Attending Physician from a
number, and signature of the attending hospital/clinic
Physician
Local or Municipal Social Worker/Case
3. Social Case Study Report Summary Report by Medical Social
Worker
4. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
Burial Assistance
For Funeral Bill:
1. Registered Death Certificate or City/Municipal Hall, Hospital, Funeral
Certification from the Tribal chieftain Parlor or Tribal chieftain
2. Funeral Contract The authorized staff of the Funeral
parlor/ Memorial Chapel
City/Municipal Hall, hospital, funeral
3. Transfer Permit
Parlor or Tribal chieftain
4. Embalming certificate The authorized staff of the Funeral
parlor/ Memorial Chapel
5. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
For Transfer of Cadaver:
1. Registered Death Certificate or City/Municipal Hall, Hospital, Funeral
Certification from the Tribal chieftain Parlor or Tribal chieftain
2. Funeral Contract The authorized staff of the Funeral
parlor/ Memorial Chapel

Page 26 of 277
City/Municipal Hall, hospital, funeral
3. Transfer Permit Parlor or Tribal chieftain,
4. Embalming certificate The authorized staff of the Funeral
parlor/ Memorial Chapel
6. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
Educational Assistance
1. Enrolment Assessment Form
Registrar, Authorized staff from the
or Certificate of Enrolment or
school/university
Registration
Registrar, Authorized staff from the
school, Government agencies issuing
2. Validated School ID/ Valid I.D of the
an identification card (SSS, Philhealth,
Parent/Guardian
LTO, PAG-IBIG, Comelec, NBI, DFA
and among others)
3. Statement of Account for College Registrar, Authorized staff from the
Students school
4. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
Food Assistance
1. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
2. Project proposal and Food distribution
Head of the Residential
List(CRCF client)
*Brgy. Certificate of Residency, or
Certificate of Indigency or Certificate of *Local Barangay where client is
the Client in Need of Assistance may be presently residing.
required.
Cash Assistance for Other Support Services
1. Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
Depending on the circumstances: Philippine National Police
• Police Report/Bureau of Fire Bureau of Fire
Protection (BFP) Report/Certification
for fire victims, Philippine Embassy/Consulate
• Passport/Travel Document,
certification from OWWA or Barangay Social Worker from welfare Agencies
or any proof of repatriation by the OF

Page 27 of 277
• Certification from the Social Worker or
Case Manager for rescued clients Philippine National Police
• Police Blotter and Social Worker
Certificate for Victims of On-line
Sexual Exploitation of Children
 For Locally Stranded Individuals (LSI) Hospital, Philippine National Police
without valid IDs:
- Medical Certificate or the Travel
Authority issued by the Philippine
National Police will suffice and be
accepted to prove his/her identity.
 For all other incidents:
- Barangay Certificate of Residency Local Barangay where client is
or Certificate of Indigency or presently residing.
Certificate of the Client in Need of
Assistance as well as other
documents as well as other
documents from legal
authorities/regulating agencies, as
may be applicable.
 Provision of PPE:
- Any valid identification card of the Non-government or Government
client/person to be interviewed. agencies issuing an identification card.
- RT-PCR Test Result Hospital or LGU
- Barangay Certificate of Residency Local Barangay where client is
or Certificate of Indigency or presently residing.
Certificate of the Client in Need of
Assistance as well as other
documents as well as other
documents from legal
authorities/regulating agencies, as
may be applicable.
Total No. of Steps: Five (5) Steps

Total Processing Time: Forty (40) minutes

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Client will 1.1 PACD-Nurse None 5 minutes PACD-
proceed to will conduct Nurse/Personne
PACD- Screening process l in charge
Nurse. to assess physical
condition of clients
through Client’s
Health Checklist
form as per
requirement to

Page 28 of 277
control the spread
of COVID-19.
2. Client will None 5 minutes
proceed to 2.1. PACD-in-
PACD area. Charge will
conduct initial
query on the
client’s needs and
concerns.

2.2 Encoding of
Client’s information PACD-in-
in online Charge
Spreadsheet.

2.3 PACD-in-
Charge will instruct
the client to
proceed in the
designated area to
wait for the
queuing number to
be called.

3. Screening 3.1 Social worker None 20 minutes

of will check
documents, presented
Interview and requirements of
Assessment client. Client will be
asked to comply if
documents are
incomplete.

3.2 If complete,
Social worker will
proceed to the CIU-Social
interview and Welfare Officer
conducts
assessment on
client’s application.

3.3 Social worker

will encode client's
basic information
to Crisis
Intervention
Monitoring System
(CrIMS) Online
Database for
validation and

Page 29 of 277
identification.

4. Review 4.1 Officer-in None 5 minutes

and Approval charge will review
of the Officer- and check
In-Charge to assessment and
Social recommendation
Worker’s of Social worker. CIU Officer-in
recommendat charge
ion of
assistance
being
requested by
the client.

5. Release of 5.1 Releasing of None 5 minutes CIU-Social

assistance approved Welfare Officer
. assistance to client
whether outright
cash/financial or Designated
a. Guarante through issuance Disbursing
e Letter of Officer
(addressed to guarantee/referral
Service letter.
Provider)
5.2 Client’s affixed
b. Outright signature as proof
Cash for the assistance
received.

5.3 Filling up of
Delight Survey
Form by client and
placed inside the
dropbox before
leaving the office.
TOTAL 40 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions

Page 30 of 277
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

6. Cash Transactions
6.1. Issuance of Official Receipt for Minors Travelling Abroad (MTA)
Clearance Fees

This process is a continuation of the issuance of travel clearance to minors.

Clearance fee of each minor is P300 for 1 year and P600 for 2 years.
Cash Section
Office or Division:
Financial Management Division
Classification: Simple Frontline Service
Type of Transaction: G2C – Government to Client
Who may avail: Filipino Minors Travelling Abroad
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Endorsement MTA Section
2. Order of Payment Accounting Section
Total No. of Steps: Three (3)
Total Processing Time: Ten (10) minutes

Page 31 of 277
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Client 1.1 Accounting staff N/A 3 minutes Accounting
submits to require the Staff
endorsement endorsement
to Accounting from MTA
Section staff Section and
and secure prepare Order of
Order of Payment.
Payment 1.2 Accountant to
sign the Order of
Payment
1.3 Accounting staff
to issue Order of
Payment to client
2. Client 2.1. Cash Section in P300/ year; 3 minutes Cashier
proceeds to charge requires P600 for 2
Cash Section Order of years
Payment along
with the payment
and prepares
Official Receipt.
2.2. Cashier /
authorized
representative to
sign the Official
Receipt.
2.3. Cash Section in
charge hand over
the Official
Receipt to client.
3. Client 3.1. Acknowledge None 4 Minutes Assigned Social
proceeds to receipt of the Worker (MTA)
MTA Section Official Receipt
as proof of
payment for the
required fee.
3.2 Issues the
Clearance
Certificate
TOTAL 10 minutes

Page 32 of 277
6.2. Releasing of Payment thru Check

This process is a continuation of the main procedure on the payment of

assistance to clients and or check issuance for other claims.

Cash Section
Office or Division:
Financial Management Division
Classification: Simple Frontline Service
Type of Transaction: G2C – Government to Client
Who may avail: Clients/ Suppliers/ Creditors with money claims
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For Individual Claims
1. 1 valid ID of the claimant; if Representative,
Notarized Special Power of Attorney, valid ID
of the principal and representative. (1 original
and 1 photocopy) Company being represented
For suppliers/creditors with money claim:
1. Authority to Collect from Proprietor or Manager
2. Valid ID of the Proprietor/ Manager
3. Company ID of the collector
Total No. of Steps: Three (3)
Total Processing Time: Twelve (12) Minutes

FEES PROCES
PERSON
CLIENT STEPS AGENCY ACTIONS TO BE SING
RESPONSIBLE
PAID TIME
1. Client 1.1 Cash Section staff None 4 minutes Cash Section
presents 1 valid ID requires client to Staff
and logs his present 1 valid ID
information on the and check its
Client Logbook. validity.
1.2 Cash Section staff
assists client in
logging in.
1.3 Cash Section staff
endorses client to
Check Releasing
Officer.
2. Client signs 2.1 Check Releasing None 5 minutes Check Releasing
Warrant Register Officer assists client Officer
and Box E of the in affixing signature
Disbursement in Warrant Register
Voucher and Box E of DV.

Page 33 of 277
2.2 Check Releasing
Officer hand over the
check to the
claimant.
3. Client fills up Check Releasing Officer None 3 minutes Check Releasing
the Client Delight to assist client in filling Officer
Survey form and up the form and
drops the same to dropping to the
the designated designated box.
box.
TOTAL 12 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Page 34 of 277
Contact Center ng Bayan
0908-881-6565
[email protected]

7. Pantawid Pamilyang Pilipino Program

The Pantawid Pamilyang Pilipino Program, commonly known as 4Ps, has
recently been institutionalized under Republic Act No. 11310. This is one of the
strategies of the national government, spearheaded by the Department of Social
Welfare and Development (DSWD), to break the intergenerational cycle of
poverty by investing in the health, nutrition, and education of identified poorest of
the poor households with 0-18 years old children based on the assessment of
the Listahanan program.

4Ps adapts the Conditional Cash Transfer (CCT) scheme wherein program
beneficiaries are only able to receive their education and health grants upon
compliance to set conditions including the 85% school attendance rate, regular
visit to health facilities, and attendance to Family Development Sessions (FDS).

It currently serves around 279,106 household beneficiaries from all 7 cities and
136 municipalities in all the 6 provinces of Leyte, Southern Leyte, Biliran,
(Western) Samar, Eastern Samar, and Northern Samar, of the Eastern Visayas
Region.

7.1. Cash Replacement (Municipal Level)

Pantawid Pamilyang Pilipino Program

Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Complex-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Any Registered Pantawid Pamilya beneficiary with Cash
Card Mode of Payment
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Damaged Card
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM
MUNICIPAL OPERATIONS OFFICE
(ACRUF)
Or Any Pantawid Staff in the Area
2. Damaged Cash Card
3. Photocopy of Pantawid ID
4. 100.00 Replacement Fee

Page 35 of 277
Lost/ Stolen Cards
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM
MUNICIPAL OPERATIONS OFFICE
(ACRUF)
Or Any Pantawid Staff in the Area
2. Duly Notarized Affidavit of Loss
3. Photocopy of Pantawid ID
4. 100.00 Replacement Fee
Perforated Cards
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM MUNICIPAL OPERATIONS OFFICE
(ACRUF) Or Any Pantawid Staff in the Area
2. Photocopy of Pantawid ID
3. 100.00 Replacement Fee
Update in Name
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM
(ACRUF) MUNICIPAL OPERATIONS OFFICE
2. LBP Forms (Enrollment Form and Or Any Pantawid Staff in the Area
Claim Form)
3. Photocopy of Pantawid ID
4. 100.00 Replacement Fee
Total No. of Steps: Four (4)
Total Processing Time: 5 working days and 10 minutes
CLIENT AGENCY FEES TO BE PROCESSING PERSON
STEPS ACTIONS PAID TIME RESPONSIBLE
1. Report to 1. Capture report 100.00 Immediately City/Municipal
C/ML or by the beneficiary Replacement (w/in the day Link or
C/MRB for about damaged Fee reported) City/Municipal
cases of Lost/ cash cards and Roving
Stolen/ immediately assist Bookkeeper or
Damaged/ in filling out Community
Perforated/ ACRUF. Facilitator
Update in
Name Capture report by
the
beneficiary about
replacement of
Lost/ Stolen/
Damaged/
Perforated/Update
in Name cash
cards and

Page 36 of 277
immediately assist
in filling out
ACRUF.

Note: C/ML or
C/MRB to request
for immediate
locking of
Lost/Stolen Cash
Cards
2. Record incident None 5 minutes City/Municipal
in the GRS Log Link or
book. Community
Facilitator
3. Review the None 5 minutes City/Municipal
submitted Link or
application for cash Community
card Facilitator
replacement as to
completeness of
required
documents and
accurateness of
filled up ACRUF.
All required
documents are
communicated to
beneficiaries for
completion.
4. Prepare None 5 working City/Municipal
transmittal to POO days Link or
for endorsement to Community
RPMO. Facilitator
Within 5 working days and 10
TOTAL
minutes
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

Page 37 of 277
7.2. Cash Card Replacement (RPMO level)

Pantawid Pamilyang Pilipino Program

Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Complex Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Not Applicable

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Damaged Card
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM
(ACRUF)
2. Damaged Cash Card Submitted from the POO (except for the
3. Photocopy of Pantawid ID Endorsement Letter)
4. 100.00 Replacement Fee
5. Endorsement Letter signed by
Regional Director
Perforated Cards
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM
(ACRUF)
Submitted from the POO (except for the
2. Photocopy of Pantawid ID
Endorsement Letter)
3. 100.00 Replacement Fee
4. Endorsement Letter signed by
Regional Director
Update in Name
1. Properly filled out ATM CARD
QUEST/UPDATE FORM
(ACRUF)
2. LBP Forms (Enrollment Form
Submitted from the POO (except for the
and Claim Form)
Endorsement Letter)
3. Photocopy of Pantawid ID
4. 100.00 Replacement Fee
5. Endorsement Letter signed by
Regional Director
Total No. of Steps: Four (4)
Within 7 working days and 15 days with the servicing
Total Processing Time:
bank

Page 38 of 277
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
N/A 1. Upon receipt of None 3 working Financial Analyst
cash card days II / Project
replacement request Development
reviewed and Officer I (RPMO)
endorsed by the / Senior
POO to RPMO, the Bookkeeper
worker verifies the
data on the ACRUF
vis-a-vis the
Pantawid Pamilya
Information System
and LBP List of
Opened Accounts
and prepares
endorsement letter to
LBP for Regional
Director’s signature.
2. Record None 1 working day Project
processed/rejected Development
transaction incident Officer I (RPMO)
in the Tracker.
3. Track/ensure that None 3 working days Project
the RD signed Development
endorsement letter to Officer I
LBP was sent.
4. Follow-up with None After 15 Project
LBP Servicing working Development
Branch through a days upon Officer I
letter receipt by LBP
furnished the DSWD
CO– UFMU, NPMO
– GRD, and POO,
inquiring the status of
cash card
replacement request
15 working days
upon Endorsement to
LBP.
Within 7 days and 15 days with the
TOTAL
servicing bank
Note: First day of the timeline shall be counted upon receipt.

Page 39 of 277
(Cut-off time is 12:00NN. Requests received after 12NN will be processed the
following day)

7.3. Cash Card Replacement Request for Tagging of Locked Accounts for
Lost and Stolen Cards

Pantawid Pamilyang Pilipino Program

Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Highly Technical Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Not Applicable
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Lost/ Stolen Cards
1. Properly filled out ATM CARD
REQUEST/UPDATE FORM (ACRUF)
2. Duly Notarized Affidavit of Loss
Submitted from the POO (except for
3. Photocopy of Pantawid ID
the Endorsement Letter)
4. 100.00 Replacement Fee
5. Endorsement Letter signed by
Regional Director
Total No. of Steps: Six (6)
Total Processing Time: 20 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
A. Tagging of Stolen/Lost Card
N/A 1. Upon receipt of None 1 working day Financial
request form from the Analyst II –
POO, prepare a RPMO
request letter for
Regional Director's
signature requesting
to tag an EMV
account as “Lock” at
the LBP Servicing
Branch or to DSWD
CO FMS SP for GRS
referred locking
request.
N/A 2. The signed None 1 hour Financial
request letter is Analyst II –
transmitted to LBP RPMO
Servicing branch

Page 40 of 277
copy furnished the
DSWD CO FMS SP
– copy furnished
GRS for GRS
referred locking
request.
B. Request for replacement of Cash Card
N/A 3. Upon receipt of None 1 working day Financial
cash card Analyst II –
replacement request RPMO
reviewed and
endorsed by the
POO to RPMO, the
worker (FA2, PDO I)
verifies the data on
the ACRUF vis-à-vis
the Pantawid
Pamilya Information
System and LBP List
of Opened Accounts
and prepares
endorsement letter to
LBP for Regional
Director’s signature.
N/A 4. Send to LBP None 1 working day Financial
Servicing Branch the Analyst II -
letter request copy RPMO
furnished POOs and
DSWD CO UFMU/
NPMO-GRD.
N/A 5. Facilitate follow-up None 15 working Financial
letter to LBP days Analyst II –
Servicing Branch RPMO
copy furnished
DSWD CO – UFMU,
NPMO – GRD, and
POO inquiring the
status of cash card
replacement request
15 working days
upon submission.
N/A 6. Send of copy of None 1 working day Financial
transmittal report to Analyst II –

Page 41 of 277
POOs. Any update RPMO
on the status of cash
card replacement
application is
transmitted to POO.
TOTAL 20 working days
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.4. Request for Unlocking of EMV Cash Card Accounts Tagged as “Lock”

Pantawid Pamilyang Pilipino Program

Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Simple Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Not Applicable
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. List of Accounts Endorsed from the RPMO
Total No. of Steps: Two (2)
Total Processing Time: 5 working days and 10 minutes
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
Report to C/ML 11. Capture report None Immediately s
or C/MRB by the Beneficiary (w/in the day
regarding the about retrieval of reported)
retrieval of the cash cards and
cash card. immediately assist
in filling out request
form.

Action officer will

assess the
applicability of the
request and
provides feedback
to client
immediately.

Note: If applicable,
C/ML or C/MRB to
request for

Page 42 of 277
immediate unlocking
of retrieved Cash
Cards accounts
2. Record incident in None 5 minutes City/Municipal
the GRS Log book. Link or
Community
Facilitator
List of 3. Review the None 5 minutes City/Municipal
Requirements submitted Link or
- Request application for Community
Form unlocking of cash Facilitator
- ML card as to
Validation completeness of
Report for required documents.
GRS related All required
cases with documents are
recommenda communicated to
tion for beneficiaries for
unlocking completion.
List of 4. Prepare None 5 working City/Municipal
Requirements transmittal to POO days Link or
for GRS for endorsement to Community
Referred cases RPMO. Facilitator
1. GRS
Validation
report with
recommenda
tion for
unlocking of
cash card
(CGO/PGO)
Within 5 working days and 10
TOTAL
minutes
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.5. Replacement of Lost/Stolen Cash Card-MRB

Pantawid Pamilyang Pilipino Program

Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Under Exemption Non-Frontline Services
Type of Transaction: G2C – Government to Citizens

Page 43 of 277
Who may avail: Not Applicable
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Inventory of Requested Cash cards MOO
for replacement.
Total No. of Steps: Four (4)
Total Processing Time: As per schedule by LBP Servicing Branch
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
N/A 1. Inquire from LBP None 1 working day Municipal
Servicing Branch the Roving
availability of cash Bookkeeper
card.
N/A 2. Once cash card is None 1 working day Municipal
available, inform the Roving
concerned Bookkeeper
beneficiary of the
schedule of release
of cash card from
the LBP Servicing
Branch
N/A 3. Assist the None As per schedule Municipal
beneficiary in by LBP Roving
claiming the cash Servicing Bookkeeper
card at LBP Branch
Servicing Branch.
N/A 4. Facilitate request None 1 working day Municipal
for matching of new Roving
EMV card account Bookkeeper
and transfer of funds
from old account to
new account (if
any).
Cannot be ascertain the servicing
TOTAL bank determines the schedule
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.6. Family Development Session (FDS) Compliance Monitoring-

Submission of CVF4

Pantawid Pamilyang Pilipino Program

Office or Division:
Pantawid Pamilyang Pilipino Program Management

Page 44 of 277
Division
Classification: Highly Technical Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Not Applicable
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Compliance Verification (CV) Form
SWA
1 and Form 4
Total No. of Steps: Six (6)
Total Processing Time: 10 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
N/A 1. Upon receipt of the None 2 working days City/Municipal
CVF 1 and 4 from the Link or
SWA, the workers to Community
account the number Facilitator
of forms received vis
a vis log
sheet/transmittal and
check any data
inconsistencies.
N/A 2. Refer to the None 1 working day City/Municipal
attendance record/ Link or
sheet of the Community
beneficiaries for Facilitator
Family Development
Session to
accomplish the
CVF-4.
N/A 3. Accomplish CVF- None 2 working days City/Municipal
4 based on the Link or
attendance record of Community
the beneficiaries in Facilitator
FDS as kept by the
worker.
N/A 4. Report to cluster None 1 working day City/Municipal
focal any findings in Link or
the data (i.e.: Community
duplicates, Facilitator
incomplete data,
etc.)
N/A 5. Cluster CV None 1 working day City/Municipal
focal/RCVO is Link or
expected to provide Community

Page 45 of 277
feedback to the Facilitator
concerned ML
regarding the
findings indicated in
the feedback report)
N/A 6. Ensure that the None 2 working days City/Municipal
accomplished CVF- Link or
4 is submitted to the Community
Field Office for Facilitator
encoding within the
prescribed timeline.
TOTAL 10 working days
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.7. Compliance Monitoring-Collection of CV Forms

Pantawid Pamilyang Pilipino Program
Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Highly Technical Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Compliance Verification (CV)
Provincial Operations Office
Forms
Total No. of Steps: Five (5)
Total Processing Time: 8 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
N/A 1. Upon receipt of CV N/A 2 working SWA/ City/
forms, the worker will days Municipal Link
review the or Community
accomplished CV Facilitator
F2/F3 as to
completeness and
accuracy after the
distribution and
retrieval of CV forms.
N/A 2. Account the None 1 working day City/Municipal
number of retrieved Link or
CV forms that were Community
turned over. Facilitator

Page 46 of 277
N/A 3. Check the remarks None 2 working days City/Municipal
indicated by the Link or
partners such as; Community
drop-out, not enrolled Facilitator
and transfer to other
facilities and make
the
appropriate/proper
action/s.
N/A 4. Ensure complete None 1 working day City/Municipal
signatures in the Link or
forms/documents of Community
the duly filled up Facilitator
Change Grantee
Request Form.
Ensure complete
signatures in the
forms.
Note: Return to None 1 working day City/Municipal
SWA the forms with Link or
incomplete Community
signatures, Facilitator
inappropriate
tagging/remarks for
further validation of
our partners.
N/A 5. Prepare None 5 hours
transmittal of the
received forms
before submission to
CCVOs.
TOTAL Within 8 working days
Note: First day of timeline shall be counted upon receipt.

7.8. Pre-encoding of Compliance Verification Forms

Pantawid Pamilyang Pilipino Program

Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Complex Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail:

Page 47 of 277
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Compliance Verification (CV) Forms
C/RCVO
2. Logsheets
Total No. of Steps: Six (6)
Total Processing Time: 6 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
N/A 1. Cluster CV Focal None 1 working day Cluster/
reviews the Regional
transmitted CV forms Compliance
as to completeness Verification
and accuracy upon Officer
receipt of log sheets/
transmittals and list
of non-compliance
per facility.
N/A 2. The worker will None 1 working day Cluster/
conduct assessment Regional
activity in the Compliance
City/Municipality to Verification
POO to ensure the Officer
completeness,
correctness and
veracity of forms
prior to distribution to
the encoders. Note:
In case of force
majeure, ensure that
no forms should be
submitted for
encoding.
N/A 3. Worker assigns None 1 working day Cluster/
encoder per Regional
municipality/city per Compliance
facility. Verification
Officer
N/A 4. Worker randomly None 1 working day Cluster/
review the encoded Regional
CV forms vs systems Compliance
per facility per city/ Verification
municipality and Officer
check accuracy.

Page 48 of 277
N/A 5. Prepare an official 1 working day Cluster/Regional
exit report Compliance
accounting the Verification
encoded CV Forms. Officer
N/A 6. Worker (RCVO) 1 working day Cluster/
ensures proper filing Regional
and labeling of Compliance
encoded forms. Verification
Officer
TOTAL 6 working days
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.9. Pre-encoding of Update Forms-Encoder

Pantawid Pamilyang Pilipino Program
Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Under Exemption Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail:
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Update Forms Not Applicable
Total No. of Steps: Five (5)
Total Processing Time: NPMO Encoding Timeline
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
N/A 1.Acknowledge the None 30 Minutes Encoder
transmittal after
review of the
numbers of form per
facility/ies (type of
update requests)
submitted versus the
actual number of
accomplished forms
in the transmittal
N/A 2.Tag facility name None 1 hour Encoder
(Log/record update
requests) on hand in
the online monitoring
sheet provided by
RCVO (RITO/CMT)

Page 49 of 277
N/A 3. Encode all forms None Upon timeline Encoder
(100%) received at set by RPMO
least 5 days prior to
the approval period
at the level of RCVO
(RITO/CMT)
N/A 4. Submit daily None DAILY before Encoder
accomplishment 05:00 PM
report to RCVO
(RITO/CMT)
N/A 5. Review of Not- None 1 day RCVO
encoded forms with (RITO/CMT/
remarks for RMQAD)
endorsement to
BDMO; and review
as to correctness of
data encoded prior to
recommendation and
approval
Cannot ascertain since the
TOTAL timeline is based on NPMO
processing time
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.10. Change Address-Inter-Municipality

Pantawid Pamilyang Pilipino Program
Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Highly Technical Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Registered Pantawid Pamilya Beneficiary
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished BUS Form 5 Any Pantawid Staff in the Area
2. Residency/ Brgy. Certificate from
OLD/NEW Address where the Office of the Punong Barangay
request was emanated
3. Case Assessment Report City/ Municipal Link
4. Photocopy of CC (if any) & PP ID Household Grantee
5. School Enrollment Certificate of
Monitored Children for 3-18 years School Adviser/ Head
old

Page 50 of 277
6. Health Certificate for 0-5 years old Health Center
Note: Applicable when the whole HH
moves to a new address, not for a single
HH member.
Total No. of Steps: Seven (7)
Total Processing 15 Days (Note: Approval of update request is dependent
Time: to NPMO’s final approval schedule)
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
MOO (Old and New Address)
Client to 1. Guide None 5 minutes SWA or C/ML
coordinate to beneficiaries on the
SWA or C/ML requirements needed
for the for updating upon
application of receipt of application
inter-regional for change of
change of address application.
address
SWA or C/ML to
provide checklist of
requirements to the
requesting client
Client to 2. Check the None 5 minutes SWA or C/ML
submit to accomplished BUS
SWA or C/ML form 5 and other
the submitted
accomplished requirements as to
form 5 (update completeness and
request) for correctness.
inter-regional
change of SWA or C/ML will
address with give the Client a
complete beneficiary’s copy
supporting (acknowledgement
documents receipt) of inter-
regional change of
address application
(update request)
Client to 3. Validate and None 7 working C/ML or CF
undergo HH assess the eligibility days
validation/ of the household to
case wit;

Page 51 of 277
assessment to (1) HH is a certified
be conducted registered
by the City/ beneficiary of the
Municipal Link program,
(2) HH still has
Note to Client: eligible member/s,
The approval (3) has no pending
date of update grievance complaint
request is concerning eligibility
dependent on of all program areas,
the NPMO’s (4) has not yet
final approval graduated from the
schedule per program and prepare
period. Please Case Assessment
ask for the Report (CAR)
tentative 4. Submit complete None 1 working SWA or C/ML
schedule of documents to cluster Day
the approval office/POO
to SWA or PROCESS EMANATING FROM THE NEW REGION OF
City/ Municipal RESIDENCE
Link. 5. Review
1 working
completeness of None CBDO
Day
documents
1 working
6. Review of CAR None SWO III
Day
7. POO endorses the 2 working Provincial Link
request for Change None days (e-
address to RPMO. copy)
(Encoding is being
5 working
done at the POO
days (hard
Level thru the
copy)
CBDOs)
TOTAL 15 working days
Note: First day of timeline shall be counted upon receipt.

7.11. Change Address-Inter-Province

Pantawid Pamilyang Pilipino Program
Office or Division: Pantawid Pamilyang Pilipino Program Management
Division
Classification: Highly Technical Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Registered Pantawid Pamilya Beneficiary

Page 52 of 277
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished BUS Form 5 Any Pantawid Staff in the Area
2. Residency/ Brgy. Certificate from
OLD/NEW Address where the Office of the Punong Barangay
request was emanated
3. Case Assessment Report City/ Municipal Link
4. Photocopy of CC (if any) & PP ID Household Grantee
5. School Enrollment Certificate of
Monitored Children for 3-18 years School Adviser/ Head
old
6. Health Certificate for 0-5 years old Health Center
Note: Applicable when the whole HH
moves to a new address, not for a single
HH member.
Total No. of Steps: Not Applicable
Total Processing 13 Days (Note: Approval of update request is dependent
Time: to NPMO’s final approval schedule)
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
Not 1. Review and certify None 4 working CBDO
Applicable. eligible members of days upon
Based on the the Program based receipt of
Service on the criteria: documents
Standards (1) Active
form, all households, (2) with
procedures/ eligible members for
processes monitoring,
emanate at (3) no pending case,
the Provincial (4) no duplicate.
and RPMO With complete
Level. requirements
(1) approved CAR,
This is a (2) barangay
continued certificate and
(next) process (3) certificate from
of inter- Municipal Link
municipality 2. Prepare 1 working CBDO
change of endorsement signed day
address. by Provincial Link
3. Encoding of new 1 working RBDO
address day
4. Review of 3 working RBDO

Page 53 of 277
encoded update days
transactions
5. Facilitate 1 working RBDO
recommendation for day
RD's approval
6. Review update 1 working RBDO
summary generated day
by the RITO.
7. Provide feedback 1 working RBDO
to the Provincial day
Operations Office
regarding the status
of request for TOR
as well as the
beneficiary.
TOTAL 13 working days
Note: First day of timeline shall be counted upon receipt.
*The Provincial Link shall review the transmittal and endorse to RPMO.

7.12. Change Address-Inter Region

Office or Division: Pantawid Pamilyang Pilipino Program
Pantawid Pamilyang Pilipino Program Management
Division
Classification: Under Exemption Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Registered Pantawid Pamilya Beneficiary
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished BUS Form 5 Any Pantawid Staff in the Area
2. Residency/ Barangay Certificate
from OLD/NEW Address where the Office of the Punong Barangay
request was emanated
3. Case Assessment Report City/ Municipal Link
4. Photocopy of CC (if any) & PP ID Household Grantee
5. School Enrollment Certificate of
Monitored Children for 3-18 years School Adviser/ Head
old
6. Health Certificate for 0-5 years old Health Center
Note: Applicable when the whole HH
moves to a new address, not for a single
HH member.
Total No. of Steps: Three (3)
36 Days (Note: Approval of update request is
Total Processing Time:
dependent to NPMO’s final approval schedule)

Page 54 of 277
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
MOO (Old and New Address)
Client to 1. Guide None 5 minutes SWA or C/ML
coordinate to beneficiaries on the
SWA or C/ML requirements needed
for updating upon
for the receipt of the change
application of of
inter-regional address application.
change of
address SWA or C/ML to
provide checklist of
requirements to the
requesting client
Client to 2. Check the None 5 minutes C/ML or SWA
submit to accomplished BUS
SWA or C/ML form 5 and other
submitted
the requirements as to
accomplished completeness and
form 5 (update correctness.
request) for
inter-regional SWA or C/ML will
give the Client a
change of
beneficiary’s copy
address with (acknowledgement
complete receipt) of inter-
supporting regional change of
documents address application
(update request)
Client to 3. Validate and None 7 working C/ML or CF
undergo HH assess the eligibility days
validation/ of the household to
case wit;
assessment to (1) HH is a
be conducted certified registered
by the City/ beneficiary of the
Municipal Link program,
(2) HH still has
Note to Client: eligible member/s,
The approval (3) has
date of update no pending
grievance complaint
request is concerning eligibility
dependent on of all program areas
the NPMO’s (4) has not yet
final approval graduated from the
schedule per program and
prepare Case

Page 55 of 277
period. Please Assessment Report
ask for the (CAR)
tentative
4. Submit complete None 1 working SWA or C/ML
schedule of documents to cluster day
the approval office/POO together
to SWA or with the
City/ Municipal accomplished BUS
Form 5.
Link.
PROCESS EMANATING FROM THE NEW REGION OF
RESIDENCE
5. Endorse the None 2 working RBDO
encoded and days (e-copy)
reviewed documents 5 working
to RPMO (old days (hard
address) copy)
6. RPMO of the old None 2 working RBDO
address endorse the days (e-copy)
reviewed documents 5 working
to POO (old address) days (hard
copy)
7. POO (Old None 2 working CBDO
address) endorse days (e-copy)
documents to C/ML 5 working
(old address) days (hard
for information and copy)
concurrence.
8. If the Case None 2 working C/ML
Assessment Report days (e-copy)
(CAR) is concurred 5 working
or not, transmit days (hard
documents to POO copy)
of old address.
POO (OLD REGION)
9. If there is None 2 working CBDO
ineligibility days (e-copy)
complaint, POO of 5 working
the old address days (hard
endorses documents copy)
to RPMO thru the
RBDMO and RGO of
the old address; and
follow grievance
procedures.
10. Once concurred, None 1 working RBDO
encode the new day
address of the HH for
RD’s approval
11. Upon RD None 2 working RBDO
approval, inform the days

Page 56 of 277
receiving RPMO of
the status of the
request and furnish a
copy of the
documents and the
concurred
CAR to the receiving
region for Reference.
TOTAL 36 working days
Note: First day of timeline shall be counted upon receipt.

7.13. Change Grantee-CBDO

Office or Division: Pantawid Pamilyang Pilipino Program

Pantawid Pamilyang Pilipino Program Management
Division
Classification: Highly Technical Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Registered Pantawid Pamilya Beneficiary
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished BUS Form 5
2. LBP Form of New Grantee
3. Certificate of Guardianship (for
Minor Grantee)
4. Death Certificate (if deceased)
5. C/ML Certification stating the reason
for Long Absence
6. Medical Certificate for health
reasons
7. Senior Citizen ID/ OSCA or MSWDO
Certification if due to Old Age
8. Birth/ Marriage Certificate if with
correction of Basic Information
9. Case Assessment Report if Minor Endorsed from the POO
Grantee and Social Case Study
Report for Special/GBV Cases
For minor 6 year old and below:
1. Accomplished BUS Form 5
2. LBP Form for Minor Grantee
3. LBP Form for Proposed Guardian
4. Certificate of Guardianship
5. Social Case Study Report/Case
Summary Report
6. Birth Certificate or Marriage Contract
of Proposed Guardian
7. Death Certificate (for Deceased HH
Member)

Page 57 of 277
Note: If there are no relatives in the area,
no relatives who are willing to be the
guardian or the relatives are already PP
beneficiaries, Foster Parents accredited or
licensed by DSWD may be allowed to be
the grantee. Otherwise, the C/MSWDO will
act as the guardian to a maximum of 5
households with letter of intent showing
willingness to be the minor’s guardian.
Total No. of Steps: Three (3)
Total Processing 12 Days (Note: Approval of update request is dependent
Time: to NPMO’s final approval schedule)
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
NA 1. Review the None 1 working Cluster
received request for day Beneficiary
This is a change grantee prior Data
continued to encoding, if not
encoded at the MOO Management
(next) process Officer
Level.
of ML’s
submitted
request for
change of
grantee.
2. Endorse the None 5 working
change grantee days
request to
RITO/proper office
for
encoding of the
request.
3. Provide feedback None 6 working
to C/MLs or CFs. days
NA 1. Review the None 1 working Cluster
received request for day Beneficiary
This is a change grantee prior Data
continued to encoding, if not
encoded at the MOO Management
(next) process Officer
Level.
of ML’s
submitted
request for
change of
grantee.
TOTAL 12 working days
Note: First day of timeline shall be counted upon receipt.

Page 58 of 277
7.14. Change Grantee-Municipal Link

Office or Division: Pantawid Pamilyang Pilipino Program

Pantawid Pamilyang Pilipino Program Management
Division
Classification: Highly Technical Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Registered Pantawid Pamilya Beneficiary
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished BUS Form 5 1. Any Pantawid Staff in the Area
2. LBP Form of New Grantee 2. City/ Municipal Link
3. Certificate of Guardianship (for 3. City/ Municipal Link and Guardian
Minor Grantee)
4. Death Certificate (if deceased) 4. Local Civil Registrar
5. C/ML Certification stating the 5. City/ Municipal Link
reason for Long Absence
6. Medical Certificate for health 6. Office of the C/MSWDO
reasons
7. Senior Citizen ID/ OSCA or
MSWDO Certification if due to Old 7. Local Civil Registrar/ PSA
Age
8. Birth/ Marriage Certificate if with
correction of Basic Information
9. Case Assessment Report if Minor
Grantee and Social Case Study 9. City/ Municipal Link
Report for Special/GBV Cases
For minor 6 year old and below:
1. Accomplished BUS Form 5 1. Any Pantawid Staff in the Area
2. LBP Form for Minor Grantee 2. City/ Municipal Link
3. LBP Form for Proposed Guardian 3. City/ Municipal Link
4. Certificate of Guardianship 4. City/ Municipal Link and Guardian
5. Social Case Study Report/Case 5. City/ Municipal Link
Summary Report
6. Birth Certificate or Marriage 6. Local Civil Registrar/ PSA
Contract of Proposed Guardian
7. Death Certificate (for Deceased HH 7. Local Civil Registrar
Member)
Note: If there are no relatives in the area,
no relatives who are willing to be the
guardian or the relatives are already PP
beneficiaries, Foster Parents accredited or
licensed by DSWD may be allowed to be
the grantee. Otherwise, the C/MSWDO will
act as the guardian to a maximum of 5
households with letter of intent showing
willingness to be the minor’s guardian.

Page 59 of 277
Total No. of Steps: Six (6)
13 Days (Note: Approval of update request is
Total Processing Time:
dependent to NPMO’s final approval schedule)
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
Client to report to 1. Receive report None 10 minutes City/Municipal
the C/ML the need on Link or
for filing of change changes/assess Community
the need for
of grantee change grantee Facilitator
Client to disclose 2. Identify the None 5 minutes City/ Municipal
the name of potential new Link
proposed/ grantee based in
the household
identified new roster.
grantee
Client to submit to 3. Receive None 6 working
C/ML the household's Days
accomplished accomplished
change grantee
form 5 (update request due to
request) for one of the
change of grantee following reasons:
with complete 3.a. Death 1 working
supporting 3.b. Long day or 5
documents Absence working
3.c. Old age or days for
Poor Health; GIDA Area
limitations due to
impairment
3.d. Gender
related issues
3.e. Grievance
Redress
Systems related
issues
*In case of minor
grantee,
ML/SWA to
assess eligibility
of the
recommended
guardian.
Client to secure a 4. Acknowledge None 5 minutes
beneficiary’s copy the correct and
(acknowledgement complete
receipt) of request supporting
for change of documents of the
grantee duly filled up
Change Grantee

Page 60 of 277
Request Form
5. Submit the 1 working
documents to Day
CBDO
6. Provide 5 working
feedback to days
household
regarding the
status of
application.
TOTAL 13 working days
Note: First day of timeline shall be counted upon receipt.

7.15. Grievance Redress System – General Guidelines on the Complaint

Resolution Process

Office or Division: Pantawid Pamilyang Pilipino Program

Pantawid Pamilyang Pilipino Program Management
Division
Classification: Simple Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Registered Pantawid Pamilya beneficiaries
Non-Pantawid Clients
Partners/Stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Grievance Form Any Pantawid Pamilya Staff in the Area
2. Request and Inquiry Form
Municipal Operations Office
3. Pantawid Pamilya ID
Total No. of Steps: Eight (8)
Total Processing Time: 1 Hour

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
Sign in the 1.Give the logbook to None 2 minutes Officer on duty
client logbook the client with pen
in the office 1.1 Secure the
client’s ID
Get a 2. Give the grievance None 1 Minute Officer on duty
grievance form/request and
form inquiry form
Or logbook
Accomplish 3. Ensure that None 2 minutes Officer on duty
the grievance grievance
Form form/request and
inquiry form is
complete and
properly filled out

Page 61 of 277
Provide 4.1 Check the status None 30 minutes Officer on duty
additional and of the beneficiary
complete who is being
details of the complained in the
complaint. Pantawid Pamilya
Information System
4.2 Interview the
client and write down
other pertinent
details in the
grievance form
None 5.1 Explain to the None 10 minutes Officer on duty
client the process of
resolving complaints
and the possible
sanctions that will be
given if the complaint
has merit.
5.2 Inform the client
that he/she will be
contacted thru the
mobile number
provided by the
assigned grievance
officer once a
resolution has been
made.
Secure the 6.1 Detach the None 2 minutes Officer on duty
acknowledge acknowledgement/fol
ment/follow up low up slip from
slip grievance form and
*Client may give it to the client.
contact the
number
provided in the
slip for follow-
up
7. Distribute the None 10 minutes ICTA
grievance form to
technical officer for
drafting of
endorsement letter to
Provincial Operations
concerned.
None 8. Endorse the None 2 minutes Regional
accomplished Grievance
grievance form to the Officer
concerned Provincial
Office for recording
and action

Page 62 of 277
TOTAL Within 1 hour

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 63 of 277
8. Kalahi CIDSS-NCCDP Program
The KC-NCDDP is implemented through community driven development
approach through the CEAC where local communities are provided with grants
which they take control in the planning, budget management and execution of
the sub-project implementation.

8.1. Processing of Request for Fund Release for Sub-Projects of

Prioritized Barangays

Office or Division: Kalahi CIDSS-NCDDP Finance Unit

Promotive Services Division
Classification: Complex Non-frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: Barangay Sub Project Management Committee
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Barangay Level and Area Coordinating Team
RFR Requirements
Office
Total No. of Steps: 25 steps
Total Processing Time: Within 10 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Submits 1.1 Receives and
Request for encodes the Municipal Financial
5 minutes
Fund Release Request for Fund None
Analyst
Release (RFR) to
RFR Tracker
1.2 Review the RFR
by the Community Community
Empowerment Empowerment
1 day
Facilitator and Facilitator assigned
endorse after to the at the Brgy.
Technical Facilitator
1.3 Review the RFR
by the Technical
Facilitator and Technical Facilitator
1 day
endorse after to the
Municipal Financial
Analyst
1.4 Review the RFR
by the Municipal
Financial Analyst Municipal Financial
1 day
and endorse after to Analyst
the Area
Coordinator

Page 64 of 277
1.5 Review the RFR
by the Area
Coordinator and Area Coordinator
1 day
endorse after to the
Administrative
Assistant II
1.6 Review the
completeness of
RFR and encode to Municipal Financial
10 minutes
the RFR Tracker the Analyst
comments of the
reviewee.
1.7 Prepare
transmittal Municipal Financial
documents and 1 day
Analyst
forward the RFR to
RPMO.
1.8 Receives and
encodes the RFR to Administrative
RPMO RFR Tracker 25 minutes
Assistant II
and endorse to SDU
for review.
1.9 Review the RFR
at the Social
Development Unit, Community
facilitate the signing 1 day Development Officer
of PDO IV and III
endorse after to the
Engineering Unit.
1.10 Review the
RFR at the
Engineering Unit, Regional
facilitate the signing 1 day Infrastructure Officer
of PDO IV and III
endorse after to the
Finance Unit.
1.11 Review the
RFR at the Finance
Unit, facilitate the Financial Analyst III
1 day
signing of SAO and
endorse after to
Finance Analyst 1.
1.12 Update the
RFR Tracker and
forward after to Administrative
20 minutes
Regional Program Assistant II
Coordinator for
signature.
Regional Program
1.13 Sign the RFR. 30 minutes
Coordinator

Page 65 of 277
1.14 Forward the
RFR to Regional Administrative
30 minutes
Director/ ARDO for Assistant II
approval.
**Depends on
the processing Regional
1.15 Sign the RFR. time of the
responsible Director/ARDO
staff
1.16 Prepare OBR,
assigned control no. Mainstreamed KC
30 minutes
and obligate the Budget Assistant
amount of RFR.
**Depends on
the processing
1.17 Sign OBR time of the Budget Officer
responsible
staff
1.18 Reviews RFR
and its supporting Mainstreamed KC
documents, prepare 1 day
Accounting Staff
DV and affixes
initials on Box A
**Depends on
1.19 Review the the processing
RFR and sign the time of the Regional Accountant
Box A. responsible
staff
**Depends on
1.20 Review the the processing Regional
RFR and sign the time of the
responsible Director/ARDO/ARDA
Box B
staff
1.21 Prepared ADA
of Barangay Mainstreamed KC
Transfer of Fund None 4 hours
Cash Clerk
and facilitate signing
of ADA.
**Depends on Head
the processing Cashier/Regional
1.22 Sign ADA time of the
responsible Director/ ARDO/
staff ARDA

2. BSPMC 1.23 Proceed to the Cash clerk

30 minutes
receives the Bank.
grant 1.24 Provide
transferred to Barangay Transfer Mainstreamed KC
30 minutes
their bank of Fund (BTF) to Cash Clerk
FA1

Page 66 of 277
account 1.24 Provide Notice Administrative
of Fund Transfer to 30 minutes
Assistant II
BSPMC.
TOTAL Within 10 working days

8.2. Grievance Redress System

The Grievance Redress System (GRS) is a feature of KC-NCDDP to promote

social accountability. It allows the Project to be fully responsive to its beneficiary
communities. This mechanism was designed to attend to complaints, problems
and issues that arise out from project implementation. These issues may include
misuse of funds and allegations of corruption; inappropriate intervention by
outside parties (in making decisions, determining allocations, in procurement
etc.) and violation of project policies, principles or procedures. It will also
respond to simple requests for information to clear up misunderstanding.

The system upholds the principle of transparency and accountability and

demonstrates the commitment of the project to provide opportunities for the
empowerment of communities.

Office or Division: Kalahi-CIDSS Program

Promotive Services Division
Classification: Frontline
Type of Transaction: G2C – Government to Citizens
Who may avail: Internal and External Stakeholhers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Total No. of Steps: Four (4)

Type A – Query (5days)
Type B – Compliance with KC processes, MOA and
Total Processing Time: other KC implementation arrangements (30 days)
Type C – Conformance with KC Procurement and
Finance Guidelines (60 days)
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
Grievance
Grievance Intake None 1 day M&E Monitor
Filing
Type A – 3 days
Type B – 28 Inter-Unit Fact
Verification and
None days
Action finding Team
Type C – 58
days
Feedback None 1/2 day M&E Monitor
M&E Monitor/
Follow-up n/a 1/2 day
Inter-Unit Fact

Page 67 of 277
finding Team

Type A – 5 days
TOTAL Type B – 30 days
Type C – 60 days

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 68 of 277
9. Sustainable Livelihood Program
The Sustainable Livelihood Program aims to promote a deeper sense of the
poor’s own development through bottom-up approach and participatory
strategies. The participants are actively engaged and involved throughout the
whole process. They identify their preferred livelihood activities and are involved
in the preparation of their own proposals.SLP endeavors to increase the level of
participation among program participants and harness a deeper sense of
ownership of their DEVELOPMENT.

The program builds on the strengths, skills, and knowledge of participants,

guiding them on how they can use these to achieve positive livelihood outcomes.

9.1. Walk-in Clients

Office or Division: Sustainable Livelihood Program

Promotive Services Division
Classification: Under Exemption Front-line Service
Type of Transaction: G2C – Government to Citizens
Who may avail: All qualified program participants
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Filled-up SLP Profile Forms. None
Total No. of Steps: Twelve (12)
Total Processing Time: Within 45 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1.1 Brief Orientation None Grievance and
on SLP Processes 10 minutes
Referral Focal
and address queries
1.2 Fill-out SLP
Profile and Data 5 Minutes Client
Privacy Form
Walk-in 1.3 Data Encoding of Grievance and
Clients 3 minutes
client’s profile Referral Focal
1.4 Cross-matching Pantawid
with Pantawid 1 – 3 days RPMO Data
eligibility Focal
1.4.1 (If Pantawid)
Prepare
endorsement to the
Provincial Cluster for Grievance and
5 minutes
validation and Referral Focal
administration of
Livelihood
Assessment Form
1.4.2 (If Non- 1 – 5 days NHTU/

Page 69 of 277
Pantawid) Cross- Listahanan
matching with NHTU
Database
1.4.2.1 (If Non-
Listahanan) Listahanan-
Administration of HAF;
1 – 5 days Field PDO-SLP
Household
Assessment Form or Means Test
SLP Means Test
1.5 Validation and
Administration of
Livelihood 1 – 3 days Field PDO
Assessment Form
and SLP Orientation
1.6 Conduct of
Capability Building
2 – 3 days Field PDO
Activity and Project
Identification
1.7 Project Proposal
1 – 3 days Field PDO
Preparation
1.8 Project Proposal
Review, Approval 5 – 12 days RPMO
and Funding
1.9 Grant Release 1 day Cash Section
TOTAL Within 45 working days

9.2. Referral

Office or Division: Sustainable Livelihood Program

Promotive Services Division
Classification: Under Exemption Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: All qualified program participants
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Filled-up SLP Referral Grievance Forms. None
Total No. of Steps: Twelve (12)
Total Processing Time: Within 45 working days
CLIENT AGENCY FEES TO BE PROCESSING PERSON
STEPS ACTIONS PAID TIME RESPONSIBLE
Referral from 1.1 Classification of None 3 minutes RPC
OBSUs, Request
NGAs, 1.2 Endorsement to 1 minute Incoming/

Page 70 of 277
NGOs, CSOs Referral Focal Outgoing AA
and other 1.3 Data Encoding of Grievance and
institutions 3 minutes
client’s profile Referral Focal
1.4 Cross-matching Pantawid
with Pantawid 1 - 3 days RPMO Data
eligibility Focal
1.4.1 (If Pantawid)
Prepare
endorsement to the
Provincial Cluster for Grievance and
5 minutes
validation and Referral Focal
administration of
Livelihood
Assessment Form
1.4.2 (If Non-
Pantawid) Cross- NHTU/
1 – 5 days
matching with NHTU Listahanan
Database
1.4.2.1 (If Non-
Listahanan) Listahanan-
Administration of HAF;
1 – 5 days
Household Field PDO-SLP
Assessment Form or Means Test
SLP Means Test
1.5 Validation and
Administration of
Livelihood 1 – 3 days Field PDO
Assessment Form
and SLP Orientation
1.6 Conduct of
Capability Building
2 – 3 days Field PDO
Activity and Project
Identification
1.7 Project Proposal
1 – 3 days Field PDO
Preparation
1.8 Project Proposal
Review, Approval 5 – 12days RPMO
and Funding
1.9 Grant Release 1 day Cash Section
TOTAL Within 45 working days

Page 71 of 277
9.3. Grievance Redress System

Office or Division: Sustainable Livelihood Program

Promotive Services Division
Classification: Technical
Type of Transaction: G2C – Government to Citizens
Who may avail: All qualified program participants
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Filled-up SLP Referral Grievance Forms.
None
Complaint Letter
Total No. of Steps: Thirteen (13)
Total Processing Time: Within 15 working days
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1. Walk-in Client 1.1 Initial interview None 10 minutes GRS Focal
of the complainant
1.2 Fill-out of GRS Focal
10 minutes
Grievance Form
1.3 Data encoding of GRS Focal
5 minutes
client’s profile
1.4 Validating GRS Focal/ Fact-
information to 1 day Finding
concerned Province Committee
1.5 Provide update
or feedback to the 1 day GRS Focal
complainant
Grievance 1.1 Endorsement of None
referred/endorsed grievance to GRS 5 minutes RPC
from Field Focal
Offices, OBSUs, 1.2 Provide initial
NGAs, NGOs, feedback to the
1 day GRS Focal
CSOs, 8888 concerned
Citizens complainant
Complaint 1.3 Verify the
GRS Focal/ Fact-
Hotline, and other complaint to the
2 days Finding
institutions concerned
Committee
staff/provincial office
1.4 Provide final
feedback to the
2 days GRS Focal
concerned
complainant
Grievances 1.1 Endorsement of None
received through grievance to GRS 5 minutes RPC
Email, social Focal

Page 72 of 277
media, phone 1.2 Provide initial
calls and SMS feedback to the
1 day GRS Focal
concerned
complainant
1.3 Verify the
GRS Focal/ Fact-
complaint to the
2 days Finding
concerned
Committee
staff/provincial office
1.4 Provide final
feedback to the
2 days GRS Focal
concerned
complainant
TOTAL Within 15 working days

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888

Page 73 of 277
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

10. Resource Person on Social Marketing

Attend to media to facilitate interviews or to act as spokesperson, or serve as

link between clients (who are referrals from media or complaint is taken from
social media) to appropriate section/division/program. Provide initial
information/give media collaterals, if any. Also extend help to clients referred
by media.

Office or Division: Social Marketing Section

Office of the Regional Director
Classification: Simple Non-Frontline Service
Type of Transaction: Transaction is facilitative or assistive in nature by linking
with appropriate person or office re: concerns of
media/clients.
Who may avail: Government & Private Media Representatives
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
- I.D. of Media Representative or phone call to inform SMU
of purpose of interview/details needed or referral letter
from media introducing the client and indicating From requesting party
complaint/grievance of client and what help is needed.
- Request for interview should be at least three days prior
to the actual date of interview. (For guesting on
radio/TV/FB live, the request should be made a week
before.
Total No. of Steps: Three (3)
Total Processing Time: Within 2 hours and 15 minutes
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1.1. Know the data Regional
1. Visit DSWD needed; provide None 15 minutes Information
or call preliminary Officer (RIO) or
R.I.O./S.M.O.
information if Social
(for media
interviews) available/give media Marketing
collaterals. Officer (SMO)

Page 74 of 277
1.2. Bridge media to None 1 hour R.I.O./S.M.O.
concerned maximum
personnel.

Note: Processing
time may vary
depending on the
availability of the
interview. However,
there are cases that
processing time is
shorten that can be
completed within 15
minutes (if the
speaker is the
DSWD Regional
Information
Officer/Social
Marketing Officer)
2. Bring 2.1. Ask preliminary None 15 minutes R.I.O.; S.M.O.
informal letter information from
from media or client or media (if
phone call)
let media call
SMU – for
MEDIA
REFERRALS
3. Write query 3.1. Ask initial None 15 minutes SMU Staff
or comment at information or
DSWD Field clarification about the
issue.
Office 08
3.2. Seek answers None 30 minutes SMU Staff
page. from concerned
section/personnel
TOTAL Within 2 hours and 15 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution

Page 75 of 277
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

11. Social Technology Section

11.1. Pilot Testing of New Social Technology

The newly developed social technology by Social Technology Bureau is being

piloted in a maximum 3 regional offices having the prevalence of sectoral
issues being responded by the Local Government Unit.

Office or Division: Social Technology Section

Office of the Regional Director
Classification: Under Exemption Non-Frontline Service
Type of Transaction: G2G – Government to Government
Who may avail: Local Government Unit
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Not Applicable Not Applicable
Total No. of Steps: Four (4)
Total Processing Time: Two (2) Years

Page 76 of 277
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. The Social 1.1. Receive and
Technology record the
Bureau will communication and Records
communicate None 30 minutes
forward the Section
to the regional
office for document to
notification ofRegional Director
pilot testing 1.2. Route the
newly document with
developed instruction from office Admin. Staff of
30 minutes
social of the Regional ORD and STU
technology Director to Social
Technology Unit with
1.3. STU Head take STU Head and
action on the Regional
instruction of With-in 2 days Director
Regional Director from receipt of
and discuss with RD the
the necessary communication
preparations for the
pilot testing
1.4. Screening of STU Head
Pilot LGU based on 7-10 days
criteria set by STB
1.5. Communicate to STU Head
potential pilot LGU
30 minutes
regarding the new
social technology
1.6. Conduct of initial STU Head
orientation of social
technology to be
piloted to key person 1 day
in the LGU (Mayo, V-
Mayor, SB Members,
Head of Offices)
2.) Expression 2.1. Secure the MSWDO, STU
of interest of issuance of SB Head,
the potential Resolution
authorizing the LCE
pilot LGU to enter MOA with 2 weeks to 1
None
DSWD Field Office month
for the pilot
implementation of
particular social
technology.
STU Head,
2.2. Preparation for
3 weeks STU admin.,
MOA Signing
MSWDO

Page 77 of 277
2.3. Launching and DSWD FO VIII
MOA Signing for pilot 4 hours – STU and
implementation SMS, LGU
3.) LGU 3.1. Conduct None 24 months LGU, DSWD
implements coordination STU and STB
the pilot test of meetings, establish and other
partnership with
social stakeholders, provide stakeholder
technology services , conduct
trainings, provide
technical assistance
and monitoring
3.2. Post evaluation
of the pilot testing
- Conduct 3 days
Program
review 3 days
- Conduct on
site program
evaluation
including
video 1 day
documentatio
n
- Conduct Exit
Conference
3.3. Formulation of
final program design
2 months
and implementation
guidelines
4.) Issuance of
SB Resolution 4.4. Conduct MOA
for the signing for the
adoption of adoption of None
completed completed Social
Social Technology
Technology
Completion of the project is
TOTAL
within 2 years

11.2. Promotion and Social Marketing of Completed Social Technology

The completed social technology will be popularize, marketed/ promoted to

LGUs and other stakeholder for replication of a particular completed social
technology and to improve the delivery of services of the LGU.

Page 78 of 277
Office or Division: Social Technology Section
Office of the Regional Director
Classification: Under Exemption Non-Frontline Service
Type of Transaction: G2G – Government to Government
Who may avail: Local Government Unit
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Not Applicable Not Applicable
Total No. of Steps: Two (2)
Total Processing Time: Two (2) Months and Ten (10) Days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. LGU 1.1. Assessment of None 2 days
Expression of prevailing sectoral
Interest to issues / problem
implement confronting LGUs vis-
social à-vis completed
technologies social technology

1.2. Identification of
completed social
technologies that
respond to LGU
prevailing sectoral
issues/ problem
1.3. Preparation and 3 days STU, IDD,
approval of Project ORD, Budget
Proposal for LSWDO Section
Forum
1.4. Procurement for 20 days
the provision of the
forum
1.5. Preparation of 3 days STU Head and
other logistical Admin. Staff
requirement of the
LSWDO Forum
 Materials
Invitation
1.5. Conduct of With-in 2 days STU Head and
LSWDO Forum for from receipt of Regional
the orientation of the Director
completed Social communication
Technologies
2.) 2.1. Receipt of None 1 day STU Head
Submission of Expression of
Expression of Interest,
consolidation and
Interest to prioritization of LGU
replicate for visit

Page 79 of 277
2.2. Coordination 30 minutes STU Head
with MSWDO and
scheduling of visit
2.3. Consultation and 1 day STU Head
lobbying to the LCE,
V, M-Mayor & SB
Members for the
replication of Social
Technology
2.4. Secure the 2 weeks to 1 MSWDO, STU
issuance of SB month Head, SB
Resolution Members and
authorizing the LCE
to enter MOA with V-Mayor
DSWD Field Office
for the pilot
implementation of
particular social
technology.
2.5. Preparation for 3 weeks STU Head,
MOA Signing STU admin.,
MSWDO
2.6. MOA Signing for 4 hours DSWD FO VIII
the replication of – STU and
completed social SMS, LGU
technology
Two (2) Months and Ten (10)
TOTAL
Days

11.3. Technical Assistance to Intermediaries

Provision of technical assistance and capability building to intermediaries on

how to implement the replicated social technology of the LGU.

Office or Division: Social Technology Section

Office of the Regional Director
Classification: Under Exemption Non-Frontline Service
Type of Transaction: G2G – Government to Government
Who may avail: Local Government Unit
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Not Applicable Not Applicable
Total No. of Steps: Two (2)
Total Processing Time: One (1) Month and Six (6) Days

Page 80 of 277
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1.) Submission 1.1. Receipt of None 1 day STU Head
of Expression Expression of
of Interest to Interest,
replicate
consolidation and
prioritization of LGU
for visit
1.2. Planning for 1 days STU Head and
LGU visit Admin. Staff
1.3. LGU visit – 1-3 days STU Head and
provision of technical Regional
assistance Director
2.) MOA 2.1. Preparation and None 3 days STU, IDD,
signed for the approval of Project ORD, Budget
replication of Proposal for LSWDO Section
Forum 20 days
social -Procurement for the
technology provision of the
forum
2.2. Preparation of 3 days STU Head and
other logistical Admin. Staff
requirement of the
LSWDO Forum
 Materials
Invitation
2.3. Conduct of 5 days STU head and
Capability Building of admin. Staff,
LGU implementers Resource
replicating completed
social technology Persons, STB
TOTAL One (1) Month and Six (6) Days

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD

Page 81 of 277
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

12. Social Pension Program

12.1. Provision of Monthly Stipend to Indigent Senior Citizen

Provision of monthly stipend to the indigent senior citizens amounting to Php.

500.00 monthly per RA 9994 or the Expanded Senior Citizens Act 2010.

Office or Division: Social Pension Program

Protective Services Division
Classification: Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: Indigent Senior Citizens
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
If claimed personally by the senior citizen
1. Original OSCA ID OSCA Office/ MSWDO
2. 4 photocopies of OSCA ID
If claimed by authorized representative
1. Original OSCA ID OSCA Office/ MSWDO
2. 4 photocopies of OSCA ID
3. Original claimants valid ID

Page 82 of 277
4. 4 photocopies of claimants valid ID
5. 2 original copy of Special Power of
Lawyer
Attorney
6. 2 photocopies of Special Power of
Attorney
7. 4 copies Warranty Release from Liability
DSWD Field Office 8
Deceased beneficiary
1. Original OSCA ID OSCA Office/ MSWDO
2. 4 photocopies of OSCA ID
3. Original claimants valid ID
4. 4 photocopies of claimants valid ID
5. 2 original copies of Death Certificate or 1
original copy of Death Certificate and 1 LCR
CTC of Death Cert.
If claimed by spouse (additional requirements)
1. 2 original copies of Marriage Contract or
1 original copy of Marriage Contract and
LCR
1 CTC of Marriage Contract and 2
photocopies of Marriage Contract
If claimed by sibling or child (additional requirements)
1. 2 original copies of Live Birth or
Baptismal Certificate or 1 original copy of
Live Birth or Baptismal Certificate and 1
LCR
ctc of Live Birth or Baptismal Certificate
and 2 photocopies of Live Birth or
Baptismal Certificate
Total No. of Steps: Four (4)
Total Processing Time: Fifteen (15) minutes
CLIENT FEES PROCESSING PERSON
AGENCY ACTIONS TO BE
STEPS TIME RESPONSIBLE
PAID
1. Senior 1.1 Check if client’s None 3 minutes SPPMO Staff/
citizen must name appears in Verifiers
present their the Certificate of
OSCA ID Eligibility
1.2 If not, senior citizen
cannot proceed to
other steps.
1.3 If yes, check if
there are
discrepancies of
names, birthdates
and address versus
in the Certificate of
Eligibility
1.4 If there are
discrepancies,

Page 83 of 277
prepare a
Certification of one
and the same
person writing the
name/birthday/addr
ess on the CE vs
OSCA ID
1.5 If there are no
discrepancies,
proceed to Step 2
2. Senior 2.1 Check as to the None 4-5 minutes SPPMO Staff/
citizens shall completeness of Verifiers
submit their requirements
documentar 2.2 If incomplete
y requirements are
requirement presented, let the
s to verifiers senior citizen
comply the lacking
docs.
2.3 If complete
requirements are
presented, SPPMO
staff/ verifiers shall
stamp, affix his/her
signature in the
documents and can
proceed to Step 3
3. Senior 3.1 Ensure to let the None 2-3 minutes SPPMO Staff/
citizen will senior citizen sign Payroll Masters
proceed to in the payroll that
the payroll corresponds to the
masters amount he/she will
receive
4. Senior 4.1 Ensure to pay the None 2-3 minutes SDO
citizen will senior citizen that
proceed to correspond to the
the SDO amount he/she will
receive
TOTAL 14 minutes

12.2. Pay-out Centennarian

Provision of Cash Gift to centenarian amounting to Php. 100,000.00 in

recognition of his/her longevity per RA 10868 or the Centenarians Act of 2016.

Office or Division: Social Pension Program

Protective Services Division
Classification: Frontline Service

Page 84 of 277
Type of Transaction: G2C – Government to Citizens
Who may avail: Indigent Senior Citizens
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For living centenarian: 2 COPIES EACH DOCUMENT
1. Photocopy of OSCA ID certified true copy
OSCA
by the OSCA Head
2. Original or Certified True Copy of Birth
Certificate LCR/ PSA
In the absence of the birth certificate,
client will provide any two of the following
secondary documents:
a. Marriage Certificate of the Centenarian LCR/ PSA
b. Birth Certificates of children borne
by/of the centenarian LCR/ PSA
c. Affidavits executed by at least two
disinterested persons with personal
knowledge of centenarian’s actual age Lawyer
or date of birth
d. Old School or Employment records
showing date of birth of centenarian Old School/ Former Employment
e. Baptismal and/or Confirmation records Agency
of centenarian certified by the parish PARISH CHURCH or other religious
church denomination

For deceased centenarian: 2 COPIES EACH DOCUMENT

1. Any one of the following documents of the
Centenarian in original or Certified true
copy:
a. Birth certificate LCR/PSA
b. Baptismal or Confirmation Parish Church or Other religious
denomination
c. Marriage Certificate LCR/PSA
d. Old school record School
e. Old employment record Former Employment Agency
f. Any other document that will prove the
deceased centenarian’s age eligibility
at the time RA 10868 took effect
2. Original or Certified true copy of Death LCR/ PSA
certificate of the deceased centenarian
Government agencies issuing an
3. Copy of I.D. of the nearest surviving identification cards (e.g. SSS, NBI,
relative Philhealth and among others)
LCR or PSA
4. Original or Certified true copy of Birth LCR/ PSA
certificate of the nearest surviving relative
and other relevant documents that would
establish the relationship to the deceased
centenarian
5. Special Power of Attorney in case there Lawyer

Page 85 of 277
are various nearest surviving relative (e.g.
children) authorizing one of them to
receive the centenarian gift in behalf of all
of them
6. Warranty and release from liability form DSWD FO 8 (Centenarian Program)
Total No. of Steps: Two (2)
Total Processing Time: Four (4) working days and 16 minutes
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Submit 1.1 Receive and None 2 minutes SPPMO
documentar record the Admin. Staff
y documents of the
requirement client
s 1.2 Forward the None 1 minute SPPMO Admin
documents to the Staff
program in-
charge
1.3 Review the None 3 minutes PDO
documents and
update the
Centenarian
database
1.4 Prepare None 10 minutes PDO
Certificate of
Eligibility, ORS
and DV
1.5 Facilitate None 3 days Focal/ Division
approval of Chief/ Regional
Certificate of Director
Eligibility
1.6 Facilitate None GASS
approval of ORS
and DVs
1.7 Issuance of None GASS
cheques to
centenarian
2. Receive the 2.1 Deliver the None 1 day PDO
centenarian cheque to
gift centenarian
2.2 Assist the None PDO
centenarian to
sign the
Acknowledgemen
t Receipt and
award the Letter
of Felicitation
signed by the
President

Page 86 of 277
2.3 Photo None PDO
documentation
Four (4) working days and 16
TOTAL
minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 87 of 277
13. Supplementary Feeding Program (SFP)
The Supplementary Feeding Program (SFP) is the provision of food in addition
to the regular meals to target children ages 3-4 years old enrolled in Child
Development Centers (CDCs) and 2-4 years old children in Supervised
Neighborhood Play (SNP). The program is part of the Department’s contribution
to the Early Childhood Care and Development (ECCD) and was strengthened
by the enactment of the Republic Act 11037 or the “Masustansiyang Pagkain
para sa Batang Pilipino Act”, signed on June 20, 2018 which the DSWD and
the Department of Education are the lead agencies in the implementation of the
said law.

Due to the national crisis brought about by the COVID-19 Pandemic,

Proclamation No. 922, series of 2020 was issued declaring a State of Public
Health Emergency throughout the Philippines. To enable the efficient and
effective government response, Republic Act No. 11469 otherwise known as
the “Bayanihan to Heal As One Act” was enacted to direct unified interventions
from the whole-of government so safety nets may be provided to curtail the
impact of health and economic emergencies to all vulnerable sectors which
include children of formative years.

The DSWD mandated the continued implementation the Supplementary

Feeding, as it is deemed most needed by its beneficiaries during the
community quarantine period which is seen to address the issue of hunger and
food security among Filipino children thus, prevent regression of the current
nutritional status of the beneficiaries.

The Supplementary Feeding Program (SFP) utilizes food supplementation in a

form of easy to cook/prepare alternative meals/food commodity options and
schemes that may be adopted while the community quarantine is in effect
and/or while face-to-face sessions in Child Development Centers
(CDCs)/Supervised Neighborhood Plays (SNPs) are not yet feasible.

The Field Office (FO), in coordination with the implementing LGUs may conduct
twice-a-day feeding (or thrice a day feeding especially in areas hardly hit by
several typhoons where the affected population with younger children may
need food augmentation) in order to facilitate the implementation of the
program and be concluded with the completion of the feeding cycle.

Measurements will still be acquired either by the Barangay Health Worker

(BHW), Child Development Worker (CDW) or the Barangay Nutrition Scholar
(BNS), through house to house visit following strict health and safety protocols
such as physical distancing measure, proper wearing of face mask, surgical
gloves, frequent handwashing and/or use of hand sanitizers/alcohols and gels
and other related policies issued by the Department of Health-National Nutrition
Council (DOH-NNC).

Page 88 of 277
Office or Division: Supplementary Feeding Program
Protective Services Division
Classification: Under Exemption Non-Frontline Service
Type of Transaction: G2G – Government to Government
G2C – Government to Citizen
Who may avail:  2-4 year-old children in Supervised Neighborhood Play
(SNP)
 3-4 year-old children enrolled in Child Development
Center (CDC)
 5-year old children not enrolled in the DepEd preschool
children but enrolled in CDCs and
 5-12 years old malnourished children outside the Child
Development Center(CDC)

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Project Proposal
2. Masterlists of Child Beneficiaries Local Government Unit (LGU)
3. Memorandum of Understanding (MOU)
4. Sangguniang Bayan (SB) Resolution
Total No. of Steps: Five (5)
Total Processing Time: 4 months, 4 days, 1 hour and 10 minutes
CLIENT PROCESSING PERSON
AGENCY ACTIONS FEES TO
STEPS BE PAID TIME RESPONSIBLE
1. Submission 1.1 Communicate to None 2 hours Social Welfare
of targeted LGUs Officer, Project
documentary requesting the Development
Requirement submission of Officer,
s documentary Administrative
requirements for fund Assistant
allocation (thru
email/phone call)
1.2 Receive and None 10 minutes Social Welfare
review as to Officer and
correctness and Administrative
completeness of Assistant
documentary
requirements
submitted by the
LGU
1.3 Conduct of Regional Office
complete None 4 months Procurement
procurement process Section, Bids
at the Regional and Awards
Office based on the Committee &
specification, Secretariat
computation and
assessment of the
food commodities to

Page 89 of 277
be distributed to the
implementing LGU.
2. Ensure 2.1 Communicate to None 1 hour Assigned Social
readiness targeted LGUs and Welfare Officer/
and Designated Regional Project
availability of Inspectors on the Development
storage delivery schedules of Officer
facilities and SFP goods (thru
other local phone call)
counterpart of 2.2 Conduct of actual 8 hours
the LGU delivery of assorted
needed in the food commodities in
program coordination with the
implementati local government
on. and the identified
supplier/ service
provider which is
done every 1st and
3rd week of the
month equivalent to
five (5) deliveries to
complete the feeding
cycle.

Note:
 Allocation is Assigned Social
good for 2 Welfare Officer/
weeks’ Project
consumption
Development
per delivery
None Officer, Winning
for 60 feeding
Supplier,
days or 120
feeding MSWDO and
sessions LGU
Delivery Representative
period maybe
extended
based on the
distance/locati
on of the
receiving
LGU.
 Delivery
period maybe
extended
based on the
distance/locati
on of the
receiving LGU
and current
pandemic

Page 90 of 277
situation of the
implementing
LGU
3. Acknowledge 3.1 Conduct None 2 hours DSWD
receipt of the Inspection and Inspector and
delivery of verification of SFP Staff In-
assorted food delivered food charge
commodities commodities based
on approved
specifications and
quantity in
coordination with FO
designated
inspectors supported
by a signed
Inspection and
Acceptance Report
(IAR).
3.2 Review of None 2 hours SFP Staff In-
supporting Charge
documents for
payments of service
provider

 Delivery
Receipt
and/or Charge
Invoice
 Inspection
and
Acceptance
Report (IAR)
3.3 Payment of None 3 days FO Finance
delivered goods to Division
suppliers/ Service (Accounting
Providers Section,
Cashier
Note: Processing of Section) and
payment maybe Administrative
extended considering Division
of the various (Property and
transactions being Supply Section
facilitated at the and
concerned Section to Procurement
cater all programs Section)
and services of the
department.
4. Actual 4. Conduct actual None 3 hours Assigned Social
Feeding visit to monitor Worker, Day
feeding activities at Care Center
Child Development Worker,

Page 91 of 277
Center (CDC) MSWDO
5. Submission 5. Consolidated None 4 hours MSWDO SFP
of Nutritional Nutritional Nutritionist
Assessment Assessment Report Dietician (ND)
Report to submitted by LGUs
determine
impact of the
feeding
program
4 months, 4 days, 1 hour and 10
TOTAL
minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Page 92 of 277
Contact Center ng Bayan
0908-881-6565
[email protected]

14. Adoption Resource and Referral Section (ARRS)

14.1. Issuance of Regional Adoption Clearance (RAC), Pre-adoption

Placement Authority (PAPA), and Certification of Consent to
Adoption (CA)

Regional Adoption Clearance (RAC) refers to a written document issued by

DSWD FO indicating that all opportunities of finding a suitable Filipino or
qualified Prospective Adoptive Parents (PAPs) in the region has been
exhausted and the children was not matched during the regional matching
conference, hence, he/she is now recommended for Interregional Matching and
endorsed to the DSWD – Central Office for issuance of Inter-Country Adoption
clearance, in accordance with Section 19 and 20 of the Implementing Rules
and Regulations (IRR) of the Republic Act 8552.

Office or Division: Adoption Resource and Referral Section

Protective Services Division
Classification: Under Exemption Frontline Service
Type of Transaction: G2G – Government to Government
G2C – Government to Citizens
Who may avail: Child Caring Agencies (CCAs), Child Placing Agencies
(CPAs); Local Government Units (LGUs) and Field Office
(FO)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
A. Child’s Dossier
For Surrendered Children
1. Endorsement (original copy) DSWD FO
2. Child Study Report (original copy; DSWD FO / Child Caring Agencies
updated within the last 6 months or (CCAs) / Child Placing Agencies (CPAs)
more recent if there is significant / Local Government Units
progress or development on the case)
3. Birth Certificate (3 SECPA copies) Philippine Statistics Authority (PSA)
4. Original copy of the Certification DSWD Central Office (CO)/DSWD Field
Declaring the Child as Legally Available Office
for Adoption (CDCLAA), numbered
5. Notarized Deed of Voluntary DSWD FO/Child Caring Agencies
Commitment (DVC) of the birthparents (CCAs)/ Child Placing Agencies
(original copy) (CPAs)/Local Government Units

Page 93 of 277
To be executed by the child’s
birthparent/s; or in the absence of the
birthparent/s per Article 216 of the
Family Code the succession will apply
as to who will exercise substitute
parental authority in signing the DVC
6. Original Copy of the Certificate of RTC Judge
Authority for a Notarial Act (CANA)
7. Health and Medical Profile (original Government Physician
copy; updated within the last 6 months or
more recent if there is a significant
progress/development in the child’s
medical condition)
8. Psychological Evaluation Report (if child Government Psychologist
is 5 years old and above; original copy)
9. Recent Photograph PAPs/CCAs/CPAs
10. Child’s Profile P/C/MSWDO/CCAs/CPAs/DSWD FO
11. Notarized Consent for Adoption (if 10 Adoptive child/ren
years old and above)
For Abandoned/Founding/Neglected Children
1. Endorsement (original copy) DSWD FO
2. Child Study Report (original copy; DSWD FO/CCAs/CPAs/LGUs
updated within the last 6 months or more
recent if there is significant progress or
development on the case)
3. Birth Certificate (3 original SECPA Philippine Statistics Authority (PSA)
copies), for Abandoned Children
4. One (1) Original copy of the Certification DSWD Central Office (CO)/DSWD Field
Declaring the Child as Legally Available Office
for Adoption (CDCLAA), if non-relative
case
5. Health and Medical Profile (original Government Physician
copy; updated within the last 6 months or
more recent if there is a significant
progress/development in the child’s
medical condition)
6. Child’s Profile, for foundling P/C/MSWDO/CCAs/CPAs/DSWD FO
7. Psychological Evaluation Report (if child Government Psychologist
is 5 years old and above)
8. Recent Photograph PAPs/CCAs/CPAs/
9. Consent for Adoption (if 10 years old Adoptive child/ren
and above)

Page 94 of 277
10. Notarized Petition (for Neglected
Children)
11. Other document such as:
 Copy of the valid ID used by the
child's birth parents/relatives
 Copy of marriage certificate or
Certificate of No Marriage of the
birthparents
 Death Certificate of Birth Parent/s
(if deceased)
 Psychiatric/ Psychological
Evaluation Report (if birthparents/
is/ are/ or diagnosed to be
intellectually challenged)
 DVC of legal husband (if child was
born out of extra marital affair); if
whereabouts is unknown, comply
the requirements for petition
 Medical Certificate/ Bone and/or
Dental Ageing Result (for foundling
cases)
 Birth Certificate of the child's
birthmother (if the DVC was signed
by the child's maternal
grandparent/s to establish the
relationship of the child's birth
mother and maternal grandmother)
 Affidavit of Discrepancy signed by
the child's birth mother (if the
signature of the birthmother in the
birth certificate and DVC are
different as well as the child's birth
order in the Birth Certificate was
incorrect)
 Affidavit of Two Disinterested
Person/s (if the informant in the
child's birth certificate is not the
child's birthmother)
 Family Genogram with Birth
Certificate/s
 Notarized Oath and Undertaking by
the guardian/ relative
For relative adoption:

Page 95 of 277
 Same as the requirements stated in
the previous documents for
surrendered, abandoned, and
neglected children, except for the
CDCLAA.
a. Form to be filled up for the
Notarized Oath and
Undertaking by the guardian
/ relative.
b. Family Genogram with Birth
Certificate/s

For cases of Children with Finalized

Domestic Adoption
 Same as the requirements stated in
the previous document/s submitted
with the following:
a. Certified True Copy of the
Adoption decree
b. Certified True Copy of the
Finality / Entry of Judgment
c. New Birth Certificate
(Original SECPA Copy)
d. Photograph of the Child with
the Adoptive Parents
B. Prospective Adoptive Parent’s (PAPs) Dossier
1. Home Study Report (HSR) DSWD FO
2. Birth Certificate of the prospective Philippine Statistics Authority (PSA)
adoptive parent/s in security paper
(SECPA)
3. Marriage Certificate in SECPA
form, if married or in case of
termination of marriage, Authenticated
Divorce papers with copy of court
decision and Certificate of Finality by
their Consulate if foreign applicant;
Annulment Decree with Certificate of
Finality, Declaration of Nullity, or
Legal Separation Documents for
Filipino applicant
4. Written Consent to the Adoption by
the legitimate and adopted
sons/daughters and illegitimate

Page 96 of 277
sons/daughters if living with the
applicant, who are at least 10 years
old
5. Physical and Medical
Evaluation/Certification by a duly
licensed physician. Certification
should: (a) indicate that the applicant
has no medical condition that
prevents him/her in acting or
assuming parental responsibilities; (b)
taken at least six months from the
time of preparation of the Home Study
Report
6. Psychological Evaluation Report
(when appropriate, as assessed by
the social worker)
7. NBI or Police Clearance issued at
least one year before the preparation
of the Home Study Report
8. Latest Income Tax Return (ITR) or
any other documents showing
financial capability, e.g. Certificate of
Employment, Bank Certificate or
Statement of Assets and Liabilities
9. Three (3) letters of Character
References (e.g. the local
church/Minister, the employer and a
non-relative member of the immediate
community who have known the
applicant(s) for at least 3 years)
10. 3x5 inch-sized photos of the
applicants and his/her immediate
family members, taken within the last
three (3) months from the date of
submission of application
C. Additional Requirements for Foreign Nationals
11. 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

Page 97 of 277
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
on inter-country adoption or any
government agency that has
jurisdiction over the child and family
matters.

In the absence of any of the

foregoing, the applicant may submit a
Certification issued by the Intercountry
Adoption Board (ICAB), stating that
the Philippines and the applicants’
country have an existing agreement
on inter-country 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 applicants’
country as his/her legitimate child.

For countries that have neither signed

nor adhered to the 1993 Hague
Convention on the Protection of
Children and Cooperation in Respect
of Intercountry Adoption, the
Department may accept as an
alternative based on its assessment,
any document issued by the embassy
notifying the Department on the legal
capacity to adopt of the PAPs in the
Philippines and/or the child’s possible
entry to the PAPs’ country of origin.
12. Certificate of Residence in the
Philippines as appropriate; Bureau of
Immigration or Department of Foreign
Affairs
13. Two (2) character references from
non-relatives who knew the
applicant(s) in the country of which
he/she is a citizen or was a resident

Page 98 of 277
prior to residing in the Philippines,
except for those who have resided in
the Philippines for more than fifteen
(15) years.
14. Police Clearance from all places
of residence in the past years prior to
residing in the Philippines.
15. Affidavit of Temporary Custody
For relative adoption:
 Same as the requirements stated in
the previous documents for
surrendered, abandoned and
neglected children, except for the
CDCLAA.
c. Form to be filled-up for the
Notarized Oath and Undertaking by
the guardian/relative
d. Family Genogram with Birth
Certificate/s

For cases of Children with Finalized

Domestic Adoption
 Same as the requirements stated in
the previous document/s submitted
with the following:

a. Certified True Copy of the Adoption

decree
b. Certified True Copy of the Finality/
Entry of Judgment
c. New Birth Certificate
(original/SECPA copy)
d. Photograph of the Child with the
Adoptive Parents
Total No. of Steps: One (1)
Total Processing Time: 29 working days

CLIENT AGENCY FEES TO BE PROCESSING PERSON

STEPS ACTIONS PAID TIME RESPONSIBLE
1. Submission Upon receipt of the None Within two (2) ARRS social
of child’s and child and PAPs’ days workers
PAPs’ dossiers by the Field
Office, the ARRS
dossiers to the social workers who

Page 99 of 277
Field Office for act as Secretariat to
regional the matching
matching conference shall
conduct the
conference by following:
the 1.1. Review Within three (3) Initials of the
CCAs/CPAs/ case/home days ARRS Head,
DSWD study reports Division Chief,
RCFs/LGUs and other ARDO and
documentary approval of the
requirements Regional
and make Director
assessment
and
recommendati
on on the
case within
two (2) days
upon receipt
of the child
and PAPs
dossier.

Inform the Initials of the

concerned ARRS Head,
residential Division Chief,
care ARDO and
facility/CCA/C approval of the
PA on the Regional
comments Director
through an
official letter or
memorandum
within three
(3) days from
the receipt of
the dossier, in
case of
discrepancies/
inconsistencie
s of
information in
the
Child/Home
Study Report
or any of the
requirements.
Submission of
the
requested/req
uired
documents by

Page 100 of 277

the social
worker shall
be within
fifteen (15)
days from
receipt of the
memorandum
or letter from
the
Department.
In case the
required
documents
will not be
available
within the
prescribed
period of
submission, a
status report
on the action
taken shall be
submitted by
the
agency/facility
to the
Regional
Director.

Dossier of Within three (3) CCAs/CPAs

child/ren and days
PAPs
received by
the FO
beyond 7
working days
prior to the
scheduled
matching
conference
shall be tabled
in the next
scheduled
matching.

1.2. Recommend Five (5) days ARRS staff,

the before the Initials of the
presentation matching ARRS Head,
of a child/ren schedule Division Chief,
to the ARDO signed
matching by the Regional
committee to Director

Page 101 of 277

exhaust
regional
placement.

1.2. a. At least three ARRS staff,

Dossiers (3) days Initials of the
of ARRS Head,
children Division Chief,
and PAPs ARDO signed
not by the Regional
matched Director
at the
regional
level after
second
presentati
on shall
be
endorsed
to the
Central
Office
within
three (3)
days from
the date
of the
matching
conferenc
e for
review
and as
recomme
nded for
interregio
nal
matching.

1.2. b. At least three

Children (3) days
below
three
years old
may be
presented
more than
twice in
the
regional
matching
to
exhaust

Page 102 of 277

local
placemen
t.

1.2. c. At least five (5)

Endorse working days
immediat
ely the
dossiers
of
children,
cited in
this
guideline
under
General
Policy No.
8, to the
Central
Office if
not
matched
during the
first
presentati
on.

1.3. Prepare Two (2) days

roster of
children and
PAPs
available for
regional
matching
conference, if
the
Child/Home
Study Report
and
documentary
requirements
are sufficient
in form and in
substance
five (5) days
before the
matching
conference.

1.4. Inform and Within the day

invite the
managing

Page 103 of 277

social worker
through an
official letter
or
memorandum
to the Head of
Agency/Office
at least three
(3) days prior
to the
schedule of
the matching
conference
for her/his
presence and
for the
presentation
of the case/s
in the
matching
conference.

1.5. Inform/invite Within two (2)

the members days
of RCWSG to
the matching
conference at
least three (3)
days before
the matching
conference. If
the principal
RCWSG
member
would not be
available,
identify an
alternate
member to
avoid delay or
postponemen
t of the
matching
conference.
Ensure a
quorum of the
RCWSG
members
(three
members out
of five),
together with

Page 104 of 277

an ARRS
staff as the
secretariat, to
proceed with
the matching
conference.

1.6. Provide the

RCWSG
members
advance
copies of
dossiers of
children/PAPs
for their
review at
least five (5)
working days
before the
matching
schedule.

1.7. Conduct the

regional
matching
conference at
least twice a
month, but
not exceeding
four times a
month.

1.8. The FO shall

provide the
Central Office
through
electronic
mail the result
of the
regional
matching
conference
two (2) days
after the said
regional
conference,
including the
names of the
children and
PAPs that
were matched
for monitoring

Page 105 of 277

purposes.

1.9. Facilitate the

signing of
Certificate of
Matching for
children
matched by
the RCSWG
members
immediately
after the
matching
conference
and endorse
the same to
the Regional
Director or
his/her duly
authorized
representativ
e for his/her
approval.

The result of
the matching
shall only be
final upon
approval of
the Regional
Director.

For cases of
children not
matched, a
Regional
Clearance for
interregional
matching
together with
the child’s
dossier shall
be
transmitted to
the Central
Office
immediately
upon
approval of
the Regional
Clearance by
the Regional

Page 106 of 277

Director.

1.10. All relative

intercountry
adoption
cases shall
not be
presented in
the regional
matching
conference
and shall be
issued with
Regional
Clearance
based on a
favorable
assessment
and
recommendat
ion by the
social worker
managing the
case.

1.11. Facilitate
the approval
of the PAPA
by the
Regional
Director or
his/her duly
authorized
representativ
e within the
day from the
receipt of the
Acceptance
Letter from
the PAPs and
endorse to
DSWD
residential
facilities/CCA/
CPAs
concerned.

If any party
declines/oppo
ses the
proposed
placement of

Page 107 of 277

the child to
the PAPs as
recommende
d by the
RCWSG, the
secretariat
shall inform
the managing
social worker
of the PAPs
to submit a
written
explanation
within two (2)
days after
receipt of
notice on the
result of
matching
from the
managing
social worker.
Acceptability
on the
reason/s of
any party
shall be
based on the
evaluation of
the Regional
Director or
his/her duly
authorized
representativ
e.

1.12. Facilitate
the issuance
of Certificate
of Consent to
Adoption
approved/sign
ed by the FO
Regional
Director. The
Final Post-
Placement
Supervisory
Report shall
be attached
to the said
document,

Page 108 of 277

which will be
submitted to
the court for
the
finalization of
the adoption.

1.13. There are

cases filed in
court where
the Judge
ordered the
PAPs to
present the
original
copies of
adoption
documents
they
submitted to
the
Department.
To preserve
the original
documents
submitted to
the
Department,
free from any
suspicion of
alteration or
destruction
that may
occur at the
time of
possession of
the PAPs, a
Certificate of
Authenticity of
documents
shall be
issued by the
Department
to the PAPs,
to certify that
the original
documents
were indeed
submitted and
are in the
possession of
the

Page 109 of 277

Department.

1.14. Coordinate
closely with
the PAP/s
social worker
who monitors
the
movement of
the case
until such
time that the
Adoption
Decree and
Certificate of
Finality are
issued from
the court.
Once the
Adoption
Decree,
Certificate of
Finality and
new Birth
Certificate of
the child are
secured, the
Central Office
and the
child’s social
worker shall
be furnished
a copy of the
said
documents to
consider the
case closed.
TOTAL None 29 working days

14.2. Endorsement of Dossiers to PSB for Issuance of Certification

Declaring a Child as Legally Available for Adoption (CDCLAA)

The Certification Declaring a Child as Legally Available for Adoption (CDCLAA)

is a document signed by the DSWD Secretary or his/her duly authorized
representative, administratively declaring the child as legally available for
adoption. It is the primary evidence that the surrendered, abandoned, neglected
or dependent child is legally available for adoption, either in domestic or in an
inter-country adoption proceeding, except for the following proceedings in court:
1. Adoption of an illegitimate child by any of his/her biological parent

Page 110 of 277

2. Adoption of a child by his/her step-parent
3. Adoption of a child by a relative within the fourth (4th) degree of
consanguinity or affinity.

Office or Division: Adoption Resource and Referral Section

Protective Services Division
Classification: Under Exemption (beyond 20 working days with
justification)
Type of Transaction: G2G – Government to Government
G2C – Government to Citizens
G2C – Government to CCAs/CPAs
Who may avail: All Provincial / City or Municipal Social Welfare and
Development Office (P/C/MSWDO); Child Caring
Agencies (CCAs), Child Placing Agencies (CPAs), and
DSWD Residential Care Facility (RCF)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
For Abandoned, Neglected or Foundling Children:
1. Notarized Petition Head of Provincial/City or
P/C/MSWDO; CCA; CPA; DSWD RCF
2. Child Study Report (original copy; updated Licensed Social Worker from
within the last 6 months or more recent if P/C/MSWDO; CCA; CPA; DSWD RCF
there is significant progress or development
on the case)
3. Written Certification from radio/television Radio or TV Station
(aired in three different occasion)
4. One (1) Newspaper publication in general Newspaper Publication
circulation
Either of the following: Police Station where the child was
 Police Report/Blotter found/abandoned
 Barangay Certification - Barangay where the child was
 Certified True Copy of tracing report found/abandoned
issued by Philippine National Red - Philippine National Red Cross
Cross (PNRC) (PNRC)
6. Returned Registered mail or copy of the Licensed Social Worker handling the
letter with Registry Receipt case in the P/C/MSWDO; CCA; CPA;
DSWD RCF
7. Birth/Foundling Certificate Philippine Statistics Authority (PSA)
8. Child’s Profile Licensed Social Worker handling the
case in the P/C/MSWDO; CCA; CPA;
DSWD RCF
9. Recent whole body photograph (captioned PAPs; Licensed Social Worker
with date when it was taken) handling the case in the P/C/MSWDO;
CCA; CPA; DSWD RCF
10. Photograph of the child upon PAPs; Licensed Social Worker
admission/abandonment handling the case in the P/C/MSWDO;
CCA; CPA; DSWD RCF
11. Notice of Petition Regional Director of the DSWD Office

Page 111 of 277

where the petition was filed
12. Certificate of Posting Local Social Welfare Office or
Barangay, Health Center, etc., who
caused the posting ordered by the
DSWD Director
13. Letter of Recommendation to the DSWD DSWD Regional Director
Secretary
For Surrendered Children:
1. Letter of Recommendation to the DSWD DSWD Regional Director
Secretary
2. Letter of Application (from CCA/LSWDO P/C/MSWDO; CCA; CPA; DSWD RCF
requesting for issuance of CDCLAA
3. Child Study Report (updated within the last Licensed Social Worker handling the
6 months or more recent if there is significant case in the P/C/MSWDO; CCA; CPA;
progress or development on the case) DSWD RCF
4. Notarized Deed of Voluntary Commitment To be executed by the child’s
(DVC) birthparent/s; or in the absence of the
birthparent/s per Article 216 of the
Family Code the succession will apply
as to who will exercise substitute
parental authority in signing the DVC
5. Original Copy of the Certificate of Authority RTC Judge
for a Notarial Act (CANA)
6. Certified True Copy of Birth Certificate PSA
7. Recent whole body photograph (captioned PAPs; Licensed Social Worker
with date when it was taken) handling the case in the P/C/MSWDO;
CCA; CPA; DSWD RCF
8. Photograph of the child upon PAPs; Licensed Social Worker
relinquishment/admission to agency handling the case in the P/C/MSWDO;
CCA; CPA; DSWD RCF
9. Other document such as:
 Copy of the government issued ID of
the witnesses in the DVC.
 Copy of the government issued ID of
the handling social worker
 Death Certificate of Birthparents/s (if
deceased)
 Psychiatric/ Psychological Evaluation
Report (if birthparents/ is/ are/ reported
or diagnosed to be intellectually
challenged)
 DVC of husband (if child was born out
of extra-marital affair)
 Copy of Marriage Certificate or
Certificate of No Marriage (if
necessary)
 Medical Certificate/ Bone and/or Dental
Ageing Result (for foundling cases)

Page 112 of 277

 Birth Certificate of the child's
birthmother (if the DVC was signed by
the child's maternal grandparents/s to
establish the relationship of the child's
birth mother and maternal
grandmother)
 Affidavit of Discrepancy signed by the
child's birth mother (if the signature of
the birthmother in the birth certificate
and DVC are different as well as the
child's birth order in the Birth Certificate
was incorrect)
 Affidavit of Two Disinterested Person/s
(if the informant in the child's birth
certificate is not the child's birthmother)

For cases of Involuntarily Committed

Children (IVC) that were filed in court
 Certified True Copies of all documents
previously submitted in court together
with the Court Decision and Finality
*Per DSWD Administrative Order No. 12, s. of 2011 or the Guidelines for the issuance
of the DSWD Certification, additional documents may be required to support the
report/case of the child if it is for the best interest of the child to be issued with
CDCLAA.
Total No. of Steps: One (1)
For Abandoned/Foundling Children: 15 working days
Total Processing Time: For Surrendered Children: 7 working days
For Neglected Children: 7 working days
AGENCY FEES PROCESSING PERSON
CLIENT STEPS TO BE
ACTIONS TIME RESPONSIBLE
PAID
For Abandoned/Foundling Children:
1. Upon Petition to 1. The Adoption None Three (3) ARRS social
the DSWD FO from Resource and working days workers
CCAs/CPAs/DSWD Referral Unit
RCFs/LSWDOs (ARRU) shall review
and examine the
petition if sufficient
in form and
substance, together Initials of the
with other ARRS Head,
documentary Division Chief,
requirements. If ARDO and
found lacking/with signed by the
discrepancies of Regional
information in the Director
Child Study Report
or any of the

Page 113 of 277

requirements, a
formal letter shall be
sent to the Petitioner
and he/she will be
required to submit
the same within
fifteen (15) days
from receipt of the
memorandum/letter
from the
Department. If found
complete and
compliant, the Five (5) working
Petition shall be None days LSWDO,
forwarded to the Barangay,
Regional Director, Health Center,
who shall order the Police Station,
posting through the etc. where the
P/C/MSDWO to post child was found.
the Notice of Within the day
Petition in the after the period LSWDO,
locality where the None of posting Barangay,
child was first found. Health Center,
Police Station,
2. Posting of notice etc., who
of petition & picture caused the
in conspicuous posting ordered
places in the locality by the Regional
where the child was Five (5) working Director
found. days
Regional
Director
None
3. Certificate of Two (2) working
Posting shall days
immediately be
issued by the ARRS staff,
authority who Initials of the
effected the actual None ARRS Head,
posting and submit it Division Chief,
to the LSWDO, who ARDO and
will transmit the signed by the
same to the Regional
Regional Director Director
after the period of
posting has been
completed.

4. From completion
of Posting, upon

Page 114 of 277

finding merit in the
Petition, the
Regional Director
renders
recommendation.

5. From the time the

Regional Director
signs the
recommendation,
he/she shall forward
the same with the
original supporting
documents to the
DSWD-Central
Office.
TOTAL None 15 working
days
For Surrendered Children:
1. Upon Application 1. The ARRU shall None Three (3) ARRS social
to the DSWD FO review and examine working days workers
from the Application
CCAs/CPAs/DSWD together with the Initials of the
RCF/LSWDOs supporting ARRS Head,
documents. If found Division Chief,
lacking/with ARDO and
discrepancies of signed by the
information in the Regional
Child Study Report Director
or any of the
requirements, a
formal letter shall be
sent to the
applicant/s and
he/she will be
required to submit
the same within
fifteen (15) days
from receipt of the None Two (2) working
memorandum/letter days
from the Regional
Department. Director

2. If found
complete and
compliant, the
Application shall be None Two (2) working
forwarded to the days

Page 115 of 277

Regional Director,
who shall render ARRS staff,
his/her Initials of the
recommendation. ARRS Head,
Division Chief,
3. The Regional ARDO and
Director shall signed by the
transmit the same to Regional
Central Office-PMB Director
from the time the
he/she signs the
recommendation.
TOTAL None 7 working days
For Neglected Children:
1. Upon Petition to 1. The ARRU shall None Three (3) ARRS social
the DSWD FO from review the Petition working days workers
CCAs/CPAs/DSWD together with the
RCF/LSWDOs supporting Initials of the
documents. If found ARRS Head,
lacking/with Division Chief,
discrepancies of ARDO and
information in the signed by the
Child Study Report Regional
or any of the Director
requirements, a
formal letter shall be
sent to the
Petitioner and
he/she will be
required to submit
the same within
fifteen (15) days
from receipt of the None Two (2) working
memorandum/letter days
from the Regional
Department. Director

2. If found complete
and compliant, the
Petition shall be None Two (2) working
forwarded to the days
Regional Director
shall render ARRS staff,
recommendation on Initials of the
the Petition. ARRS Head,
Division Chief,
3. The Regional ARDO and
Director shall signed by the
transmit the same to Regional
Central Office-PMB Director

Page 116 of 277

from the time the
he/she signs the
recommendation
TOTAL None 7 working days

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 117 of 277

15. Provision of Financial Assistance to Persons Living with HIV
The provision of financial assistance, counselling and referral services are
being provided by the sectoral or the Family Welfare Program of the
Department. These services aim to alleviate the current condition of the
clientele group and to respond to their immediate need.

Office or Division: Community-Based Welfare Section- Family Welfare Program

Protective Services Division
Classification: Complex Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: Persons Living with HIV and their Families who are indigent,
vulnerable, disadvantaged and/or in crisis situation based on
the worker’s assessment.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Medical Assistance for Medicine/Laboratory Requests
1. Medical Certificate/Clinical Abstract Attending Physician from a hospital/clinic
complete with name, license number or from Medical Records.
and signature of the Physician
2. Prescription/Laboratory Requests with Attending Physician from a hospital/ clinic
name, license number and signature
of the Physician.
3. Certificate of Indigency From the Barangay where the client is
presently residing.
4. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
5. Any Valid ID Governmental or non-governmental
agencies issuing an identification card
Food Assistance
1. Any valid ID Governmental or non-governmental
agencies issuing an identification card
2. Barangay Certificate of Indigency From the Barangay where the client is
presently residing.
3. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
Educational Assistance
1. Certificate of Enrollment/Entrance Slip
2. Assessment Slip/Statement of
Registrar, Authorized staff from the school
Account for College students
3. Certificate of Non-scholar
4. Certificate of Indigency From the Barangay where the client is
presently residing.

Page 118 of 277

5. Any Valid ID Governmental or non-governmental
agencies issuing an identification card
6. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
Burial Assistance
1. Any Valid ID of the client/person to be Governmental or non-governmental
interviewed agencies issuing an identification card
2. Death Certificate/Certification from the City/Municipal Hall, Hospital, Funeral
Doctor or authorized medical Parlor or authorized medical practitioner
practitioner, in the absence of a death
certificate.
3. Funeral Contract The authorized staff of the Funeral Parlor
4. Certificate of Indigency From the Barangay where the client is
presently residing.
5. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
Total No. of Steps: Two (2)
Total Processing Time: 13 working days and 20 minutes
CLIENT AGENCY FEES TO BE PROCESSING PERSON
STEPS ACTIONS PAID TIME RESPONSIBLE
1. Client to 1.1 Social Worker None 15 minutes CBWP Social
submit will check the Worker
required presented
documents for requirements, if
screening, the documents
interview, and are complete the
assessment client will be
interviewed and
assessed. If the
documents are
not complete, the
client will be
asked to comply.
1.2 After the
assessment if
done,
recommendations
will be made
based of the
assessment of
the client’s need
and problem.

Page 119 of 277

2. Preparation of DV, None 3 days CBWS Social
ORS and CE Worker
2.1 Forwarding of
DV, ORS and CE
to CBWS Head CBWS Head
for signature.
2.2 Forwarding of
DV, ORS and CE
to PSD Division PSD Division
Chief for Chief
signature.
3. Forwarding of DV, None 1 day Budget Section
ORS and CE to Staff
Budget Section
for obligation and
signature.
4. Forwarding of DV, None 5 days Accounting
ORS and CE to Section Staff
Accounting
Section for
signature.
5. Forwarding of DV, None 1 day Office of the
ORS and CE to ARDO
OARDO for
signature.
Processing of None 3 days Cash Section
documents at the Staff
Cash Section:
6. Forwarding of DV,
ORS and other
documents for
check generation.
7. Releasing of
Official
Acknowledgment
Receipt from the
CBWS Social
Worker.
2. Client to 8. Releasing of None 5 minutes Cashier
claim the check at Cash
amount of Section.
assistance
granted
TOTAL None 13 working days and 20 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback

Page 120 of 277

How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

16. Provision of Financial Assistance to Solo Parents

The provision of financial assistance, counselling and referral services are
being provided by the sectoral or the Family Welfare Program of the
Department. These services aim to alleviate the current condition of the
clientele group and to respond to their immediate need.

Office or Division: Community-Based Welfare Section- Family Welfare Program

Protective Services Division
Classification: Frontline Service
Type of Transaction: G2C – Government to Citizens

Page 121 of 277

Who may avail: Solo Parent and their children who are indigent, vulnerable,
disadvantaged and/or in crisis situation based on the
worker’s assessment.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Medical Assistance for Medicine/Laboratory Requests
1. Medical Certificate/Clinical Abstract Attending Physician from a hospital/clinic
complete with name, license number or from Medical Records.
and signature of the Physician
2. Prescription/Laboratory Requests with Attending Physician from a hospital/ clinic
name, license number and signature
of the Physician.
3. Certificate of Indigency From the Barangay where the client is
presently residing.
4. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
5. Solo Parent ID LGU/ MSWDO assessed client and issue
an identification card
Food Assistance
1. Any valid ID Governmental or non-governmental
agencies issuing an identification card
2. Barangay Certificate of Indigency From the Barangay where the client is
presently residing.
3. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
4. Solo Parent ID LGU/ MSWDO assessed client and issue
an identification card
Educational Assistance
1. Certificate of Enrollment/Entrance Slip
2. Assessment Slip/Statement of
Registrar, Authorized staff from the school
Account for College students
3. Certificate of Non-scholar
4. Certificate of Indigency From the Barangay where the client is
presently residing.
5. Solo Parent ID LGU/ MSWDO assessed client and issue
an identification card
6. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
Burial Assistance
1. Any Valid ID of the client/person to be Governmental or non-governmental
interviewed. agencies issuing an identification card

Page 122 of 277

2. Death Certificate/Certification from the City/Municipal Hall, Hospital, Funeral
Doctor or authorized medical Parlor or authorized medical practitioner
practitioner, in the absence of a death
certificate.
3. Funeral Contract The authorized staff of the Funeral Parlor
4. Certificate of Indigency From the Barangay where the client is
presently residing.
5. Social Case Study Report Licensed Social Worker from any
government/non-government welfare
agencies such as MSWDO/CSWDO (if
the MSWDO is aware of the client’s
situation)
6. Solo Parent ID LGU/ MSWDO assessed client and issue
an identification card
Transportation Assistance
1. Solo Parent ID LGU/ MSWDO assessed client and issue
an identification card
2. Certificate of Indigency From the Barangay where the client is
presently residing.
Total No. of Steps: Two (2)
Total Processing Time: 13 working days and 20 minutes
CLIENT AGENCY FEES TO BE PROCESSING PERSON
STEPS ACTIONS PAID TIME RESPONSIBLE
1. Client to 1.2 Social Worker None 15 minutes CBWP Social
submit will check the Worker
required presented
documents for requirements, if
screening, the documents
interview, and are complete the
assessment client will be
interviewed and
assessed. If the
documents are
not complete, the
client will be
asked to comply.
1.2 After the
assessment if
done,
recommendations
will be made
based of the
assessment of
the client’s need
and problem.
2. Preparation of DV, None 3 days CBWS Social
ORS and CE Worker
2.1 Forwarding of
DV, ORS and CE CBWS Head

Page 123 of 277

to CBWS Head
for signature.
2.2 Forwarding of
DV, ORS and CE PSD Division
to PSD Division Chief
Chief for
signature.
3. Forwarding of DV, None 1 day Budget Section
ORS and CE to Staff
Budget Section
for obligation and
signature.
4. Forwarding of DV, None 5 days
ORS and CE to Accounting
Accounting Section Staff
Section for
signature.
5. Forwarding of DV, None 1 day Office of the
ORS and CE to ARDO
OARDO for
signature.
Processing of None 3 days Cash Section
documents at the Staff
Cash Section:
6. Forwarding of DV,
ORS and other
documents for
check generation.
7. Releasing of
Official
Acknowledgment
Receipt from the
CBWS Social
Worker.
2. Client to 8. Releasing of None 5 minutes Cashier
claim the check at Cash
amount of Section.
assistance
granted
TOTAL None 13 working days and 20 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

Page 124 of 277

AD-RAS will conduct evaluation regarding the data gathered
through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

17. Recovery and Reintegration Program for Trafficked Person (RRPTP)

The RRPTP is a comprehensive program that ensures adequate recovery and
reintegration services provided to trafficked persons. It utilizes a multi-sectoral
approach and delivers a complete package of services that will enhance the
psychosocial, social and economic needs of the clients, the families and the
communities where the trafficked persons will be eventually reintegrated. It also
improves community-based systems and mechanisms that ensure the recovery
of the victim-survivors and prevents other family and community members to
become victims of trafficking.

Page 125 of 277

17.1. Provision of direct services to identified target beneficiaries of
RRPTP

Office or Division: Community-Based Welfare Section- RRPTP

Protective Services Division
Classification: Under Exemption Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: 1. Victim – survivor of trafficking
2. Families of the victim – survivor of trafficking
3. Witnesses of cases of human trafficking
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Case Management
1. Travel Documents Bureau of Immigration
Any Government Agencies, Non-
2. Valid IDs (Primary and Secondary IDs
Government Agencies, School, Barangay
and Documents) Affair..etc
Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
3. Social Case Study Report prepare said document by conducting
home visitation and coordination with
LSWDOs)
Medical Assistance
1. Clinical Abstract / Medical Certificate
with signature and license number of
the attending physician (issued within
Hospital (Private or Public), Rural Health
three months)
Unit and Clinics
2. Hospital Bill (for payment of hospital
bill) or Prescription (for medicines) or
Laboratory requests (for procedures)
3. Barangay Certificate Barangay Affairs Office
4. Valid ID for the client (if the client is Any Government Agencies, Non-
minor any adult should facilitate the Government Agencies, School, Barangay
request and submit his / her Valid ID) Affair..etc
5. Social Case Study Report Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
prepare said document by conducting
home visitation and coordination with
LSWDOs)
Educational Assistance
1. School Registration and / or
Certificate of Enrolment / Statement
of Account for tertiary education Respective Schools
2. Valid School ID (strictly for high
school and college student)
3. Valid ID of the parent or guardian - in
Any Government Agencies, Non-
case the beneficiary is a minor
Government Agencies, School, Barangay
(Primary and Secondary IDs and
Affair..etc
Documents)

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Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
4. Social Case Study Report prepare said document by conducting
home visitation and coordination with
LSWDOs)
Skills Training
1. Official receipt from the training
school (TESDA/CHED accredited
training school – if any)
TESDA/CHED accredited training school
2. Valid School ID
3. Certificate of completion of the skills
training / proof of completion
4. Social Case Study Report Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
prepare said document by conducting
home visitation and coordination with
LSWDOs)
Financial Assistance for Employment (e.g. driver’s license, NBI and police
clearance, Medical Certificate, etc)
1. Contract of Employment or any
similar document which indicates that Employer
they are hired
Any Government Agencies, Non-
2. Valid ID (Primary and Secondary IDs
Government Agencies, School, Barangay
and Documents)
Affair, etc
Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
3. Social Case Study Report prepare said document by conducting
home visitation and coordination with
LSWDOs)
Financial Assistance for Livelihood
1. Result of Handa Ka Na Bang DSWD FO VIII (Recovery and
Magnegosyo? The client score’s must Reintegration Program for Trafficked
be 75 and above in order to be Persons)
eligible for the livelihood program, to
determine the preparedness of the
client to start their business. Re-
assessment will be conducted to
clients who will have a score of 74
and below or they may be considered
to avail financial assistance for
employment.
2. Project Proposal. They may write
using their vernacular or local dialect.
They may be assisted by the social
worker in preparation of the said
proposal. Thus, if the client is having
difficulty in preparing the said
proposal, the RRPTP Social Worker

Page 127 of 277

has improvised and prepared a
template whom the client with the
assistance of Local Social Worker/s
will administer approved by the
Regional Director.
Any Government Agencies, Non-
3. Valid ID (Primary and Secondary IDs
Government Agencies, School, Barangay
and Documents)
Affair..etc
Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
4. Social Case Study Report prepare said document by conducting
home visitation and coordination with
LSWDOs)
Logistics Support During and Post-Rescue Operation of Victim – survivors of
Trafficking
1. Victim-survivors of trafficking during
rescue operation, social workers are
highly needed to provide
psychosocial counseling and assist DSWD FO VIII (Recovery and
the victim – survivors of trafficking all Reintegration Program for Trafficked
throughout the process from the Persons)
reintegration.
2. Provision of basic hygiene or toiletries
kit after the rescue operation
Provision of Temporary Shelter
1. Victim-survivors of trafficking may be
DSWD Care and Residential Care
placed in DSWD run/registered,
Facilities and other accredited residential
licensed and accredited residential
facilities region wide
care facilities for protective custody
Support for Victim-survivors / Witness and Transportation Assistance
Any Government Agencies, Non-
1. Valid ID (Primary and Secondary IDs
Government Agencies, School, Barangay
and Documents)
Affair..etc
2. Official receipt for the client’s board
Business Establishments
and lodging
Local Social Welfare Offices (Absence of
said documents RRPTP Social Worker will
3. Social Case Study Report prepare said document by conducting
home visitation and coordination with
LSWDOs)
Total No. of Steps: Two (2)
Total Processing Time: 82 working days
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. The victim 1.1 Assessment of None 3 hours RRPTP Social
survivors of the clients need Worker
trafficking
may visit the 1.2 Preparation of None 10 working LSWDOs and / or

Page 128 of 277

DSWD Field Social Case days RRPTP Social
Office VIII / Study Report Worker
Regional 1.3 Provision of the None
Office. following
assistance
based on the
assessment
CHECKS None 44 days RRPTP Social
 Skills Training Worker
 Financial
Assistance for
Employment
 Financial
Assistance for
Livelihood
Assistance
 Medical
Assistance
 Educational
Assistance
Auxiliary
Assistance
(Support for the
victim-survivors
of
trafficking/witnes
s who may file,
has filed cases
and ongoing
court cases)
NON-CHECKS None RRPTP Social
 Psychosocial Worker
Counseling
 Provision of
Basic Hygiene
and/ or toiletries
Provision of
temporary
shelter
2. Submission 2.1 Screening of None 1 hour RRPTP Social
of the submitted Worker
Documentar documents
y 2.2 Processing of None 4 hours RRPTP Social
Requiremen the assistance Worker
ts for the being sought
Service/s to (for lacking
be availed documents
client/s will be
given return slip
for compliance

Page 129 of 277

and the
assistance is
still pending
unless complete
documents are
submitted in the
office – RRPTP
Social Worker)
 Preparation of None RRPTP Social
the Voucher (if Worker
financial related)
 Preparation of
referral letter (if
needs other
program or
support services
2.3 CBSS, PSD None 2 days RRPTP Social
Chief and Asst. Worker / CBSS/PSD
Regional Chief/ARDO
Director for
Operations
recommend the
provision of
assistance for
approval of the
Regional
Director
2.4 Voucher will be None 1 day RRPTP Social
forwarded to Worker /Budget
Budget Section to Officer
certify funds
availability
2.5 Accounting for None 20 days RRPTP Social
assessment of Worker / processor
the at
completeness of Accounting/Regional
the Accountant
documentary
requirements
2.6 The Regional None 3 days The Regional
Director Director
approved the
provision of
assistance to
the victim-
survivors of
trafficking
2.7 Cash to None 1 day RRPTP Social
prepare checks Worker / Cash
for financial Officer
assistance of

Page 130 of 277

the victim-
survivors of
trafficking
2.8 Releasing of None 1 hour RRPTP Social
the check/s of Worker / Cash
the financial Officer
assistance to
client/s
TOTAL None 82 days

17.2. Provision of Resource Augmentation to LGUs with High Incidence

of Trafficking

Office or Division: Community-Based Welfare Section- RRPTP

Protective Services Division
Classification: Under Exemption Frontline Service
Type of Transaction: G2G – Government to Government
Who may avail: Communities with incidence of human trafficking
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
LGU Augmentation
1. Activity Proposal LSWDOs
2. Purchase Request, RIS, ABC, List of
DSWD FO VIII- RRPTP
Participants and Menu
Total No. of Steps: Two (2)
Total Processing Time: 38 working days and 7 hours
AGENCY FEES PROCESSING PERSON
CLIENT STEPS TO BE
ACTIONS TIME RESPONSIBLE
PAID
1. LGU/LSWDOs 1.1 Assessment of None 3 hours RRPTP Social
will inquire for the LGUs for their Worker
possible LGU eligibility or
Augmentation qualification of
for the conduct the Resource
of advocacy Augmentation
campaign on 1.2 Preparation of None 3 days LSWDOs
Anti-Trafficking Activity Proposal
in Persons and 1.3 Preparation of None 1 hour RRPTP Social
other related other Worker
laws documentary
requirements for
procurement
2. Submission of 2.1 Screening of the None 1 hour RRPTP Social
Documentary submitted Worker
Requirements documents
for the 2.2 Processing of None
RRPTP Social
Service/s to be the documentary 1 hour
Worker
requirements for

Page 131 of 277

availed the assistance

 Preparation of None
PR, RIS, ABC,
List of
Participants
and Menu
2.3 CBSS, PSD None 2 days RRPTP Social
Chief and Asst. Worker /
Regional Director CBSS/PSD
for Operations Chief/ARDO
recommend the
provision of
assistance for
approval of the
Regional Director
2.4 Activity Proposal None 2 days RRPTP Social
will be forwarded Worker /
to Budget Section Budget Officer
and CAO to
certify funds
availability
2.5 The Regional None 3 days The Regional
Director Director
approved the
Activity Proposal
2.6 Procurement None 20 days RRPTP Social
Section to Worker and
facilitate request Procurement
for procurement Section
of proposed
activity
2.7 Approval of None 3 days The Regional
Notice to Accountant
Proceed and and Asst.
Purchase Order Regional for
Operations
2.8 Issuance of None 5 days Procurement
Conformed NTP Section
& PO (there are
instances that the
end user/s
facilitate to
contact and
ensure service
provider/s to
conform the said
documents)
2.9 Contact the None 1 hour RRPTP Social
LGU/s regarding Worker

Page 132 of 277

availability of
approved NTP
and PO in order
to conduct the
advocacy
campaign.
TOTAL None 38 days and 7 hours

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 133 of 277

18. Policy and Planning Section Transactions

18.1. Acquiring Social Welfare and Development (SWD) Data and

Information (G2C)

The SWD data and information is provided to internal and external researchers
who are requesting current and secondary SWD data and statistics from the
Department. Request for the following need not go through the protocol and
may be approved and provided by submitting a letter of request addressed to
the head of the concerned office:

1. Secondary data (Statistics, reference materials, etc.) from any of the

offices, bureaus, services and units within the Department. Secondary
data refers to data that has already been consolidated and/or published
by DSWD and readily available as public document.
2. Observations and/or photo/video/audio shoots at DSWD premises,
except those involving DSWD’s clients or beneficiaries. If a photo, audio
or video of client or beneficiary is essential for the study, researcher shall
secure the consent of the Center Head/Client/Beneficiary.
3. Briefing/interview/orientation sessions with key focal persons in the
Central Office on general information about DSWD programs, policies
and projects. The Department however, discourages requests for
“practice interviews” of DSWD personnel for the sole purpose of
student’s acquisition of interview skills, in consideration of the valuable
time taken away from the personnel when accommodating student
researchers.
4. Conduct of surveys with DSWD employees about subject matters that do
not directly concern the Department or not related to the Department’s
program operations.
5. Studies conducted by consultants/researchers under the Technical
Assistance Facility (TAF) grant portfolio. The researchers, however shall
adhere on the policies in undertaking research and evaluation studies as
stipulated in the Guidelines for the Conduct of Research and Evaluation
in the DSWD.

Office or Division: Policy and Plans Division (PPD)

Classification: Simple
Type of Transaction: G2C – Government to Citizens
Who may avail: DSWD personnel conducting research for the
purpose of pursuing higher academic education and
external researchers such as students, academe,
other government agencies including members of
other branches of government, local and international
organizations or research institutions and other
independent researchers who are requesting current
and secondary SWD data and statistics from the
Department.

Page 134 of 277

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter of request Provided by the requesting party
Total No. of Steps: Three (3)
Total Processing Time: Two (2) working days and Seven (7) minutes

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Approach 1. Give the None 2 minutes Administrative
the researcher/s staff
designated logbook.
administrat
ive staff
and fill in 2. Orient the None 5 minutes Research Focal
all the researcher/s
fields in
about the
the
researcher Research
’s logbook Protocol.
located at
the
receiving
area.
2. Endorsem 3. Research None 1 working day Research Focal
ent to the Focal to prepare
Division/S an endorsement
ection/Pro letter to the
gram concerned
Head or Division/Section/
Focal. Program Head or
Focal in order for
the researcher/s
to obtain the
secondary data
or for him/her/
them to conduct
interviews,
observations or
surveys.

4. Send the
endorsement to
the concerned
Division/Section/
Program Head or
Focal with
attached
Researcher’s
Feedback Form

Page 135 of 277

(Annex J) to be
filled out by the
researcher/s
after the conduct
of their data
gathering.

5. Provide the
researcher/s a
copy of the
endorsement
letter.
3. Coordinate 6. Assist the None 1 working day Research Focal
with the researcher in
Concerned matters related
Division/Secti to conduct of
on/ data-gathering
Program activities
where the
research
request was
endorsed.
2 working days
TOTAL None and 7 minutes

18.2. Acquiring Social Welfare and Development (SWD) Data and

Information (G2G)

The SWD data and information is provided to internal and external researchers
who are requesting current and secondary SWD data and statistics from the
Department. Request for the following need not go through the protocol and
may be approved and provided by submitting a letter of request addressed to
the head of the concerned office:

1. Secondary data (Statistics, reference materials, etc.) from any of the offices,
bureaus, services and units within the Department. Secondary data refers to
data that has already been consolidated and/or published by DSWD and
readily available as public document.
2. Observations and/or photo/video/audio shoots at DSWD premises, except
those involving DSWD’s clients or beneficiaries. If a photo, audio or video of
client or beneficiary is essential for the study, researcher shall secure the
consent of the Center Head/Client/Beneficiary.
3. Briefing/interview/orientation sessions with key focal persons in the Central
Office on general information about DSWD programs, policies and projects.
The Department however, discourages requests for “practice interviews” of
DSWD personnel for the sole purpose of student’s acquisition of interview
skills, in consideration of the valuable time taken away from the personnel
when accommodating student researchers.

Page 136 of 277

4. Conduct of surveys with DSWD employees about subject matters that do not
directly concern the Department or not related to the Department’s program
operations.
5. Studies conducted by consultants/researchers under the Technical
Assistance Facility (TAF) grant portfolio. The researchers, however shall
adhere on the policies in undertaking research and evaluation studies as
stipulated in the Guidelines for the Conduct of Research and Evaluation in
the DSWD.

Office or Division: Policy and Plans Division (PPD)

Classification: Simple
Type of Transaction: G2G – Government to Government
Who may avail: DSWD personnel conducting research for the
purpose of pursuing higher academic education and
external researchers such as students, academe,
other government agencies including members of
other branches of government, local and international
organizations or research institutions and other
independent researchers who are requesting current
and secondary SWD data and statistics from the
Department.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter of request Provided by the requesting party
Total No. of Steps: Three (3)
Total Processing Time: Five (5) working days and 30 minutes

PROCES PERSON
CLIENT AGENCY FEES TO BE SING RESPONSI
STEPS ACTIONS PAID
TIME BLE
1. Review the 1. Conduct review None 30 PDPS
letter request and verification of the minutes Technical
received from request letter to Staff
the requesting
identify what data is
agency upon
receipt of the requested and if data
letter from are available from
Records PDPS database.
Section or
through email.
2. Preparation 2. Coordinate with None 3 working PDPS
of the the concerned days Technical
requested data Division/Unit/Progra Staff
m M&E Focal the
provision/submission
of the requested data
to PDPS using the
templates provided

Page 137 of 277

by the requesting
agency

3. Send the 3. Consolidate and None 2 working PDPS

data to the finalize the provided days Technical
requesting data by the Staff
agency through Divisions/Units/
email Programs.

4. Send the finalized

data to the
requesting agency
through email.
TOTAL 5 days and 30 minutes

18.3. Approval of the Conduct of Research Study and Acquiring Primary

Data from DSWD Officials/Personnel, Beneficiaries, and Clients

Approval is issued to internal and external researchers who intend to conduct

research studies related to or involving the Department. Primary data refers to
data obtained through first hand investigation. These are collected through
face-to-face interview, survey questionnaires, focused group discussion, case
study among others. Request to conduct such activities need to undergo
research protocol. Research whose target respondents covering one (1) region
shall seek for the approval of the Regional Director. Research request must
be submitted to Regional Director at least two (2) weeks before the
projected start of data gathering activity.

Office or Division: Policy and Plans Division (PPD)

Classification: Technical
Type of Transaction: G2C – Government to Citizen
G2G – Government to Government
Who may avail: DSWD personnel conducting research for the
purpose of pursuing higher academic education and
external researchers such as students, academe,
other government agencies including members of
other branches of government, local and
international organizations or research institutions
and other independent researchers who are
requesting current and secondary SWD data and
statistics from the Department.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 Letter of request Provided by the requesting party
 Research Request Form PDPS
(Annex C)
 Research Brief (Annex D) PDPS

Page 138 of 277

 Copy of Chapter 1, 2 and Provided by the requesting party
3 of the Research study
 Research Instrument/s Provided by the requesting party
Total No. of Steps: Eight (8)
Total Processing Time: Nine (9) working days, One (1) hour, Three (3)
minutes

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Approach 1. Give the None 2 minutes Administrative
the designated researchers/s Staff
administrative logbook
staff and fill in
all the fields in 2. Orient the
the None 15 minutes
researcher/s Research Focal
researchers’
about the
logbook
located at the Research
receiving area. Protocol and
provide the
requirements
and forms
(Annex C and
D) with
technical
assistance in
filling up forms.
2. Submit the 3. Receive the None 3 minutes Research Focal
required required
documents documents.

4. Initial review None 5 working days

and Research Focal
assessment of
the submitted
requirements
(and return
documents to
the researcher/s
for revision)
3. 5. Research None 2 working days Research Focal
Recommend Focal to
the Research prepare
Proposal for endorsement to
Approval the Regional 5 minutes
Director for
approval/disapp None
roval Research Focal

Page 139 of 277

6. Upon receipt
of the
approved/disap
proved
recommendatio
n to conduct the
research by the
Regional
Director, the
researcher/s
shall be notified.
4.Secure from 7. Provide the None 3 minutes Research Focal
the Research researcher/s
Focal the copy of the
approved/ endorsement
disapproved and approved
recommendati recommendatio
on to conduct n letter.
the research
5.Coordinate 8. Assist the None 1 working day Research Focal
with the researcher in
Concerned matters related
Division/Sectio to conduct of
n/ Program data-gathering
where the activities.
research is to
be conducted
6.Fill up the 9. After data None 5 minutes Research Focal
Researcher’s gathering,
Feedback researcher/s
Form (Annex shall fill up the
J) Feedback Form
and shall be
scheduled for
an exit
conference.
7.Exit 10. The exit None 1 working day Research Focal
Conference/ conference Involved DSWD
presentation of shall be Staff
the completed participated by Researcher/s
research the
researcher/s,
Research
Focal, and
division/section/
program
concerned and
other staff
involved in the
data gathering

Page 140 of 277

8. Submit 11. Receive the None 30 minutes PPD technical
Completed Completed Staff or
Research Research Research Focal
Report Report

TOTAL 9 days, 1 hour, and 3 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 141 of 277

19. Standards Section Transactions

19.1. Issuance of Certificate of Authority to Conduct Regional Fund

Raising Campaign to Individuals, Corporations, Organizations or
Associations

Process of assessing the applicant person/individuals, corporations,

organizations or associations eligibility to conduct fund raising campaign.

Office or Division: Standards Section

Policy and Plans Division
Classification: Complex (Frontline)
Type of Transaction: ● Government to Client (G2C)
● Government to Government (G2G)
Who may avail: All eligible persons/individuals, corporations, organizations
or associations desiring to solicit funds for charitable and
public welfare purposes in one (1) region
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
A. For Corporations, Organizations or Associations desiring to solicit funds
for charitable and public welfare purposes
1. One (1) Duly Accomplished DSWD Field Office VIII - Standards Section
Application Form signed by the Magsaysay Boulevard, Tacloban City, Leyte
Agency Head or his/her authorized
representative Send an e-mail to:
[email protected]

DSWD Website
https://www.dswd.gov.ph/issuances/MCs/MC
_2014-017.pdf

DSWD-SB- PS-F-001: Application Form

2. One (1) Certified True Copy of Securities Exchange Commission (SEC) -
Certificate of sustaArticles of Company Registration and Monitoring
Incorporation and By-laws with the Department Secretariat Building, PICC
SEC or other regulatory government Complex, Roxas Boulevard, Pasay City, 1307
agency which has jurisdiction to
regulate the applicant, if new Any SEC Extension Office (Baguio City,
application Tarlac City, Legazpi City, Cebu City, Iloilo
*Not applicable to Government City, Cagayan De Oro City, Davao City,
Agencies. Zamboanga City)
3. One (1) Original Copy of Updated Securities Exchange Commission (SEC)
Certificate of Good Standing, or Company Registration and Monitoring
Updated Certificate of Corporate Department Secretariat Building, PICC
Filing/Accomplished General Complex, Roxas Boulevard, Pasay City, 1307
Information Sheet (GIS) from SEC
or any government regulatory Any SEC Extension Office (Baguio City,
agencies that has jurisdiction to Tarlac City, Legazpi City, Cebu City, Iloilo
regulate the applicant organization City, Cagayan De Oro City, Davao City,
or agency. Required if the date of Zamboanga City)

Page 142 of 277

registration with the concerned
regulatory agency is more than five
(5) years prior to application.
*Not applicable to Government
Agencies.
4. One (1) Original Copy of Project DSWD Website
Proposal approved by the Head of https://www.dswd.gov.ph/issuances/MCs/MC
Agency on the intended public _2014-017.pdf
solicitation activity including the
work and financial plan (WFP) on DSWD-SB- PS-F-002: Project Proposal
the activity to be undertaken.
5. One (1) Original Copy of Profile DSWD Website
of current Governing Board https://www.dswd.gov.ph/issuances/MCs/MC
Members or its equivalent in the _2014-017.pdf
corporation, certified by the
Corporate Secretary or any DSWD-SB- PS-F-003: Profile of Governing
equivalent officer. Board
*Not applicable to Government
Agencies.
6. One (1) Original Copy of with intended beneficiary/recipients
Notarized Written Agreement or any
similar document signifying the
intended beneficiary concurrence as
recipient of the fundraising
activities.
7. One (1) Original Copy of DSWD Website
approved and notarized board https://www.dswd.gov.ph/issuances/MCs/MC
resolution or other written _2014-017.pdf
authorization for the solicitation
activity which shall ensure strict DSWD-SB-PS-F-004: Board Resolution
compliance to the standard ratio of DSWD-SB-PS-F-005: Pledge of Commitment
fund utilization or pledge of
commitment (for individual)
8. One (1) Original Copy of with the agency that allows applicant to
Endorsement or Certification from undertake solicitation activities in their
any but not limited to the following jurisdiction
agencies that allow/s applicant to
undertake solicitation activities in
their agency’s jurisdiction, as
applicable:

8.1. Director of Private Schools-

if for private school projects

8.2. School Superintendent- if

for public school projects

8.3. Department of Health- if for

medical and health projects

Page 143 of 277

8.4. Local Government Unit- if
for provincial/city/municipal
projects
8.5. Bishop/Parish
Priest/Minister or Head of any
Sect- if church or religious
projects for public & charitable
purposes
9. One (1) Original Copy of Fund DSWD Website
Utilization Report of proceeds and https://www.dswd.gov.ph/issuances/MCs/MC
expenditures duly certified by _2014-017.pdf
agency’s auditor/bookkeeper
DSWD-SB- PS-F-007: Fund Utilization Report
10. Sample of additional specific Please refer to
requirements for each methodology https://www.dswd.gov.ph/issuances/MCs/MC
to be used, such as: _2014-017.pdf for the additional specific
requirements for each methodology to be
10.1. Ticket, Ballots, Cards and used.
similar forms

10.2. Donation Boxes, Coin

Banks and other similar forms

10.3. Benefits show such as

fashion show, concert and
similar activities

10.4. Photo or Painting

Exhibits and similar activities

10.5. Written request such as

envelops, letters of appeal,
greeting cards and similar
forms

10.6. Text messages and other

types of solicitation suing
electronic devices such as e-
mail

10.7. Mass media campaign

through radio, television,
cinema, magazines,
newspapers, billboards and
other similar forms
B. For individual soliciting funds for child/relative suffering from chronic
diseases that requires long-term and/or expensive medication
1. One (1) Original Copy of DSWD Licensed or Accredited Social Welfare
Endorsement or Certification from and Development Agency (SWDA)
Licensed and Accredited SWDA

Page 144 of 277

allowing an individual to solicit funds
under their name or responsibility
2. One (1) Original Copy of Office of the City/Municipal Social Welfare and
Applicant’s Social Case Study Development in the City/Municipal Local
Report from his/her locality duly Government Unit of applicant’s current
signed by the Head of the residence
City/Municipal Social Welfare and
Development Office (C/MSWDO)
3. One (1) Copy of Original/Certified Hospital’s Records Section or Attending
True Copy of Medical Physician or Treatment Protocol
Certificate/Abstract and/or
Treatment Protocol certified by the
attending physician or by the
Hospital Records Section
4. One (1) Original Copy of Fund DSWD Website
Utilization Report (DSWD-SB-PSF-
007), of proceeds and expenditures https://www.dswd.gov.ph/issuances/MCs/MC
duly certified by the agency’s _2014-017.pdf
auditor/bookkeeper DSWD-SB- PS-F-007: Fund Utilization Report
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
STEP 1: Client secures or None *5 minutes Support Staff -
Secure provided with Standards
application application form Section
form thru the and checklist of
DSWD requirements
Website or
from the
DSWD Field
Office
STEP 2: Receive payment ₱500.00 *10 minutes Receiving Staff-
for the required Accounting
Payment of processing fee and Section/Cash
Processing issue official Section
Fee receipt (OR)
If Complete and None *15 minutes Focal Person -
Compliant: Standards
Section
1.1 Receive the
documentary
STEP 3: requirements
including copy of
Submit/file Official Receipt
application (OR) for payment
documents of processing fee;
If found
incomplete or
non-compliant,
1.1 Return

Page 145 of 277

application
documents to
person/ individual,
corporation,
organization or
association
together with the
Checklist of
Requirements.
1.2 Provide
necessary
technical
assistance to the
applicant to qualify
for the issuance of
permit.
STEP 4: 1. Review and None 3 days Focal Person -
evaluate Standards
Wait for the application Section
result of the documents for
assessment completeness
and compliance
to
requirements;

2. Conduct
agency visit, if
necessary.
If applicant is None 3 days Focal Person -
compliant to Standards
requirements: Section/
Forward Section Head/
application form Division Chief/
Regional
together with the
Director
assessment report
and the Certificate
of Authority to
Conduct Regional
Fund Raising
Campaign to the
Regional Director
or his/her
authorized
representative for
approval and
signature.
If found

Page 146 of 277

incomplete or
non-compliant:

1. Return
application
documents to
the
person/individu
al, corporation,
organization or
association
with an
acknowledgem
ent letter citing
reasons for
disapproval;

Provide necessary
technical
assistance to the
applicant to qualify
for the issuance of
permit.
STEP 5: 1.1 Notify the None 1 day Focal Person -
Issuance of Applicant Standards
Permit Organization on Section
the availability of
the Certificate

1.2 Issues the

Certificate of
Accreditation or
the Denial Letter

1.3 Provide
orientation
conforming to the
standard operating
procedures in the
inventory,
monitoring and
utilization of
solicited funds
TOTAL
₱500.00 7 working days
For Complete and Compliant:
If Disapproved: ₱500.00 5 working days

Page 147 of 277

For Incomplete Submission: None 30 minutes
*The number of minutes shall be included on the total 7 working days.

19.2. Issuance of Certificate of Authority to Conduct National Fund

Raising Campaign to Individuals, Corporation, Organization, or
Association

The process of assessing the applicant person/individuals, corporations,

organizations or associations eligibility to conduct fund raising campaign.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: ● Government to Client (G2C)
● Government to Government (G2G)
Who may avail: All eligible persons/individuals, corporations, organizations
or associations desiring to solicit funds for charitable and
public welfare purposes in more than one (1) region
CHECKLIST OF WHERE TO SECURE
REQUIREMENTS
A. For Corporations, Organizations or Associations desiring to solicit funds
for charitable and public welfare purposes
1. One (1) Duly Accomplished DSWD Field Office VIII - Standards Section
Application Form signed by the
Agency Head or his/her Magsaysay Boulevard, Tacloban City, Leyte
authorized representative
Send an e-mail to:
[email protected]

DSWD Website
https://www.dswd.gov.ph/issuances/MCs/MC
_2014-017.pdf

DSWD-SB- PS-F-001: Application Form

2. One (1) Certified True Copy of Securities Exchange Commission (SEC) -
Certificate of Registration and Company Registration and Monitoring
Articles of Incorporation and By- Department Secretariat Building, PICC
laws with the SEC or other Complex, Roxas Boulevard, Pasay City, 1307
regulatory government agency
which has jurisdiction to regulate Any SEC Extension Office (Baguio City, Tarlac
the applicant, if new application City, Legazpi City, Cebu City, Iloilo City,
Cagayan De Oro City, Davao City, Zamboanga
*Not applicable to Government City)
Agencies.
3. One (1) Original Copy of Good Securities Exchange Commission (SEC)
Standing, or Updated Certificate Company Registration and Monitoring
of Corporate Filing/Accomplished Department Secretariat Building, PICC

Page 148 of 277

General Information Sheet (GIS) Complex, Roxas Boulevard, Pasay City, 1307
from SEC or any government
regulatory agencies that has
jurisdiction to regulate the Any SEC Extension Office (Baguio City, Tarlac
applicant organization or agency. City, Legazpi City, Cebu City, Iloilo City,
Required if the date of registration Cagayan De Oro City, Davao City, Zamboanga
with the concerned regulatory City)
agency is more than five (5) years
prior to application.
*Not applicable to Government
Agencies.
4. Project Proposal approved by DSWD Website
the Head of Agency on the https://www.dswd.gov.ph/issuances/MCs/MC
intended public solicitation activity _2014-017.pdf
including the work and financial
plan (WFP) on the activity to be DSWD-SB- PS-F-002: Project Proposal
undertaken.
5. Profile of current Governing DSWD Website
Board Members or its equivalent https://www.dswd.gov.ph/issuances/MCs/MC
in the corporation, certified by the _2014-017.pdf
Corporate Secretary or any
equivalent officer. DSWD-SB- PS-F-003: Profile of Governing
Board
*Not applicable to Government
Agencies.
6. Notarized Written Agreement or from intended beneficiary/recipients or its
any similar document signifying head/authorized representative
the intended beneficiary
concurrence as recipient of the
fundraising activities.
7. One (1) Original Copy of DSWD Website
approved and notarized board https://www.dswd.gov.ph/issuances/MCs/MC
resolution or other written _2014-017.pdf
authorization for the solicitation
activity which shall ensure strict DSWD-SB-PS-F-004: Board Resolution
compliance to the standard ratio DSWD-SB-PS-F-005: Pledge of Commitment
of fund utilization or pledge of
commitment (for individual)
8. One (1) Original Copy of From the agency that allows applicant to
Endorsement or Certification from undertake solicitation activities in their
any but not limited to the following jurisdiction
agencies that allow/s applicant to
undertake solicitation activities in
their agency’s jurisdiction, as
applicable:

8.1 Director of Private

Page 149 of 277

Schools- if for private school
projects

8.2 School Superintendent- if

for public school projects

8.3 Department of Health- if for

medical and health projects

8.4 Local Government Unit- if

for provincial/city/municipal
projects

8.5 Bishop/Parish
Priest/Minister or Head of any
Sect- if church or religious
projects for public & charitable
purposes
9. One (1) Original Copy of Fund DSWD Website
Utilization Report of proceeds and https://www.dswd.gov.ph/issuances/MCs/MC
expenditures duly certified by the _2014-017.pdf
agency’s auditor/bookkeeper
DSWD-SB-PS-F-007: Fund Utilization Report
10. Sample of additional specific Please refer to
requirements for each https://www.dswd.gov.ph/issuances/MCs/MC
methodology to be used, such as: _2014-017.pdf for the additional specific
10.1. Ticket, Ballots, Cards requirements for each methodology to be used.
and similar forms

10.2. Donation Boxes, Coin

Banks and other similar forms

10.3. Benefits show such as

fashion show, concert and
similar activities

10.4. Photo or Painting

Exhibits and similar activities

10.5. Written request such as

envelops, letters of appeal,
greeting cards and similar
forms

10.6. Text messages and

other types of solicitation
suing electronic devices such
as e-mail

10.7. Mass media campaign

Page 150 of 277

through radio, television,
cinema, magazines,
newspapers, billboards and
other similar forms

10.8. Sport activities for a

cause such as fun run,
marathon, cycling and similar
activities

10.9. Rummage sale, garage

sale, sale of goods and other
similar forms
B. For individual soliciting funds for child/relative suffering from chronic
diseases that requires long-term and/or expensive medication
1. One (1) Original Copy of DSWD Licensed or Accredited Social Welfare
Endorsement or Certification from and Development Agency (SWDA)
Licensed and Accredited SWDA
allowing an individual to solicit
funds under their name or
responsibility
2. One (1) Original Copy of Office of the City/Municipal Social Welfare and
Applicant’s Social Case Study Development in the City/Municipal Local
Report from his/her locality duly Government Unit of applicant’s current
signed by the Head of the residence
City/Municipal Social Welfare and
Development Office (C/MSWDO)
3. One (1) Copy of Hospital’s Records Section or Attending
Original/Certified True Copy of Physician or Treatment Protocol
Medical Certificate/Abstract and/or
Treatment Protocol certified by the
attending physician or by the
Hospital Records Section
4. One (1) Original Copy of Fund DSWD Website
Utilization Report (DSWD-SB- https://www.dswd.gov.ph/issuances/MCs/MC
PSF-007), of proceeds and _2014-017.pdf
expenditures duly certified by the
agency’s auditor/bookkeeper DSWD-SB- PS-F-007: Fund Utilization Report

PROCESSING
CLIENT AGENCY FEES TO TIME* PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstance)
STEP 1: Client secures or None *5 minutes Support Staff -
Secure provided with Standards
application application form Section
form thru the and checklist of
DSWD

Page 151 of 277

Website or requirements
from the
DSWD Field
Office
STEP 2: Receive payment ₱1,000.00 *10 minutes Receiving Staff
Payment of for the required –
Processing processing fee and Accounting
Fee issue official Section/Cash
receipt (OR) Section
STEP 3: If Complete and None *15 minutes Focal Person -
Submit/ file Compliant: Standards
application Section
1.1 Receive the
documents
documentary
requirements
including copy of
Official Receipt
(OR) for payment
of processing fee;
If found incomplete
or non-compliant,
1.1 Return
application
documents to
person/ individual,
corporation,
organization or
association
together with the
Checklist of
Requirements.
1.2 Provide
necessary
technical
assistance to the
applicant to qualify
for the issuance of
permit.
STEP 4: Wait If applicant is
for the result compliant to
of the requirements:
assessment
1.1 Endorse None 3 days Focal Person -
complete Standards
application Section/Section
documents Head/Division
including copy of Chief/Regional
official receipt Director

Page 152 of 277

representing
payment of
processing fee
together with the
assessment report
to the Standards
Bureau – DSWD
Central Office

1.2 Review and None 4 days Focal Person –

validate application Standards
documents for Compliance
compliance to and Monitoring
requirements, Division
prepare (SCMD),
Permit/Certificate Division Chief,
of Authority to Bureau Director
Conduct National -
Fund Raising Standards
Campaign and Bureau
endorse the same
DSWD Central
to the
Office
Undersecretary
concerned for her
recommending
approval

1.3 Endorse None 3 days Undersecretary

application Concerned –
documents and DSWD Central
Permit/Certificate Office
of Authority to
Conduct National
Fund Raising
Campaign to the
office of the
Secretary with
recommendation
for approval and
signing of
Permit/Certificate
of Authority to
Conduct National
Fund Raising
Campaign

DSWD
1.4 Approval and None 3 days
Secretary or
signing of Authorized
Permit/Certificate Representative
of Authority to

Page 153 of 277

Conduct National
Fund-Raising
Campaign by the
Secretary or
his/her authorized
representative

1.5 Transmission None **1 day Support Staff -

of the Standards
approved/signed Bureau DSWD
permit to the Central Office
DSWD Field Office
for issuance of the
applicant

I If applicant is
not compliant to
requirements:
None 3 days Focal Person -
1. Return Standards
application Section/Section
documents to Head/Division
the applicant Chief/Regional
with a letter Director
citing reasons
for disapproval

2. Provide Focal Person –

necessary Standards
technical Section
assistance to
the applicant to
qualify for the
issuance of
permit or
submit lacking
requirements
STEP 5: 1.1 Notify the None 1 day Focal Person -
Issuance of Applicant Standards
Permit Organization on Section
the availability of
the Certificate

1.2 Issues the

Certificate of
Accreditation or
the Denial Letter

1.3 Provide
orientation

Page 154 of 277

conforming to the
standard operating
procedures in the
inventory,
monitoring and
utilization of
solicited funds
TOTAL
₱1,000.00 17 working days
Complete and Compliant:
Complete and Non-Compliant
₱1,000.00 6 working days
Submission:
For Incomplete Submission: None 30 minutes
*The number of minutes shall be included on the total 17 working days.
** This does not include the travel time of documents from the DSWD Field Office to
the Central Office, and vice versa.

19.3. Endorsement of Duty-Exempt Importation of Donations to Social

Welfare and Development Agencies (SWDAs)

The process of assessing the applicant SWDA to determine whether its

submitted requirements suffice their exemption from paying customs dues for
the release of foreign donations consigned to them.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: Licensed and/or accredited Social Welfare and
Development Agencies (SWDAs) who wish to exempt
from customs dues the foreign donations consigned to
them.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Application form (DSWD DFE Form DSWD Field Office VIII - Standards
1) Section
Magsaysay Boulevard, Tacloban
City, Leyte

Send an e-mail to:

[email protected]

DSWD Website
https://www.dswd.gov.ph/issuances/
MCs/MC_2019-021.pdf

DSWD DFE Form 1

Page 155 of 277

2. Authenticated Deed of Donation Philippine Consular Office (i.e.
from the Philippine Consular Office embassy or consulate) of the country
of the country of origin, with the of origin
accompanying certificate as to
fitness of food and medicine for
consumption and compliance with
the country of origin’s sanitary and
phytosanitary standards
3. Notarized Deed of Acceptance Notary Public

4. Copy of valid DSWD Registration, Issued by the DSWD to the licensed

License and/or Accreditation and/or accredited SWDA
Certificate

5. Duly Certified True Copy of Bill of Carrier (or agent) to acknowledge

Lading or Airway Bill receipt of cargo for shipment, usually
provided by the donor to the done
6. Original and/or Duly Certified True Carrier (or agent) to acknowledge
Copy of Packing List receipt of cargo for shipment, usually
provided by the donor to the done
7. Duly Approved Plan of Distribution DSWD Website
https://www.dswd.gov.ph/issuances/
MCs/MC_2019-021.pdf

DSWD DFE Form 2

To be certified and endorsed by the

DSWD Field Office(s) having
jurisdiction over the target area for
distribution

8. Photocopy of Official Receipt Applicant

signifying the payment of the processing
fee at the DSWD Field Office

OPTIONAL REQUIREMENT
1. In case of medicines, a certification Food and Drug Administration
from the Food and Drug
Administration (FDA) that the
commodities are allowed for free
distribution and use by the intended
beneficiaries without the need of a
prior prescription and that these are
safe for human consumption

Page 156 of 277

2. Notarized distribution report on latest DSWD Website
shipment, if not the first time to import https://www.dswd.gov.ph/issuances/
foreign donations. MCs/MC_2019-021.pdf

DSWD DFE Form 3

To be certified correct by DSWD

Field Office VIII
3. In case of relief items other than food Appropriate government agencies
and medicines, proof of prior
agreements or approved arrangements
PROCESSIN
CLIENT AGENCY FEES TO G TIME PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstance)
STEP 1: The Receives the None *30 minutes Standards
representative application Section
of the SWDA and provides administrative
files the technical personnel and/or
application assistance, if Officer-of-the-
form, together necessary. Day
with the
supporting
documents
and other
requirements
at the
respective
DSWD Field
Office covering
the region
where the
intended
distribution of
goods shall
take place.
STEP 2: The Issues an ₱1,000.00 *10 minutes Cash Section
applicant shall official personnel
pay the receipt.
required
processing fee
at the Cash
Section of the
concerned
DSWD Field
Office;
provides a
copy to the

Page 157 of 277

Standards
Section
STEP 3: Reviews and None 3 working Standards
Awaits results assesses the days Section
of the submitted Technical Staff
assessment. requirements
.
● If
complete,
to
determine
the
necessity
of
conductin
g a
validation
visit.
 If
incomplet
e, to
return all
submitted
document
s to the
applicant.
STEP 4: Conducts None 2 working Standards
Validation Visit area visit, days Section
obtains in- (per agreed Technical Staff
depth schedule)
information
concerning
administrativ
e and
operational
aspects of
the program.
(Optional)
STEP 5: Awaits Secures None 1 working day Standards
endorsement endorsement Section
by DSWD Field of the Technical Staff
Office application
by the
DSWD
Regional DSWD Regional
Director

Page 158 of 277

Endorses the Director
application to
the
Standards
Bureau at the
Central
Office
If deficient to
return the
application to
the applicant
and provide
the
necessary
technical
assistance to
comply with
the
requirement.
Final review None 3 working Standards
and days Bureau:
evaluation SCMD Technical
Staff/ Division
If approved, Chief/ Bureau
to forward Director
the
application to
the Office of
the
Undersecreta
ry heading
the
Standards
Bureau.
Prepares the
following:
● Endorsem
ent letter to
the DOF

● Conform
letter to
applicant
that it
should
comply
with post-
facilitation
requireme

Page 159 of 277

nts

● Letter to
concerned
DSWD
Field
Office
informing
them of the
endorseme
nt
If
disapproved,
to send a
written
communicati
on to
concerned
DSWD Field
Office, copy
furnished the
applicant,
indicating
reasons for
disapproving
the
application.
Endorsement None 2 working DSWD
to the days Undersecretary
Secretary heading the
Standards
Affixes initial Bureau
to the
endorsement
letter to DOF
Final None 3 working DSWD
Approval days Secretary

Affixes
signature to
the
endorsement
letter to DOF

Page 160 of 277

STEP 6: Informs the None *10 minutes Standards
Approved applicant and Bureau:
applicants to Field Office SCMD Technical
pick up the of the Staff
Endorsement approval of
Letter endorsement
.

Preparation
of the
endorsement
letter for
pick-up of the
applicant and
the conform
letter for their
signature.
TOTAL
₱1,000.00 14 working days
Complete and Compliant:
Complete and Eight (8) days and fifty (50)
₱1,000.00
Non-Compliant Submission: minutes
For Incomplete Submission: None 30 minutes
*The number of minutes shall be included on the total 14 working days.
** This does not include the travel time of documents from the DSWD Field
Office to the Central Office, and vice versa.

19.4. Accreditation of Social Workers Managing Court Cases (SWMCCS)

The process of assessing the Social Workers managing court-related cases as

to their compliance to delivery of quality service.

Standards Section
Office:
Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: All Social Workers who are direct practitioners
including
supervisors from the DSWD Field Offices,
residential, and center-based facilities, Local
Government Units, other National Government
Agencies, Court Social Workers, Non-Government
Organizations, and individual practitioners
managing court cases of the disadvantaged
groups.

Page 161 of 277

CHECKLIST OF REQUIREMENTS1 WHERE TO SECURE
A. For New Applicants
1. For Social Workers
a. Two (2) copies of application form DSWD Field Office VIII -
for Accreditation of Social Workers Standards Section
Managing Court Cases Magsaysay Boulevard, Tacloban
City, Leyte

Send an e-mail to:

[email protected]

DSWD Website
https://www.dswd.gov.ph/issuance
s/AOs/AO_2008-001.pdf

Annex A (Application Form)

b. Two (2) copies and original valid Professional Regulation
Professional Regulation Commission Commission
Registration ID Card

c. Two (2) copies of certificate Training Provider

of attendance to basic course
training (at least 32 hours) on
the management of court
cases from DSWD or its
recognized training
institutions

*In case of lost certificate, a

certified true copy from the training
provider may be presented
d. Summary documentation of DSWD Website
four (4) cases managed https://www.dswd.gov.ph/issuance
s/AOs/AO_2008-001.pdf

Annex B (Summary documentation

of cases managed)
e. Letter of Recommendation Any of the following:
attesting to the competence ● Supervisor of the applicant;
of the social worker ● Philippine Association of Social
Workers, Inc. (PASWI);
● If court social worker, from the
Philippine Association of Court
Social Workers, Inc. (PACSWI)

Page 162 of 277

f. The following documents on Applicant/Client
cases handled must be made
available during on-site
assessment:
● Case study reports;
● Progress/running notes;
● Case summaries;
● Case conference
proceedings/notes
2. For Supervisors
a. First three (3) requirements stated (As stated above)
under new applicants for social
worker
b. Technical supervisory notes of two Applicant/Client
(2) supervisees as proof of
providing technical assistance
c. The following documents on cases Applicant/Client
handled must be made available
during on-site assessment:
● Case study reports;
● Progress/running notes;
● Case summaries;
● Case conference
proceedings/notes
B. For Renewal
1. For Social Workers
a. Certificate of attendance to DSWD or recognized training
relevant trainings attended or institutions
refresher course of at least
24 hours
b. Summary documentation of DSWD Website
cases managed for the last https://www.dswd.gov.ph/issuance
six months s/AOs/AO_2008-001.pdf

Annex B (Summary documentation

of cases managed)
c. Recommendation from the Applicant/Client
Supervisor attesting to the
competence of social worker
in managing court cases

Page 163 of 277

d. The following documents on Applicant/Client
cases handled must be made
available during on-site
assessment:
● Case study reports;
● Progress/running notes; and
● Other relevant
documentations pertaining to
the cases
2. For Supervisor
a. First three (3) requirements (As stated above)
stated under renewal for
social worker
b. Technical supervisory notes of two Applicant/Client
(2) supervisees as proof of
providing technical assistance
c. The following documents on Applicant/Client
cases handled must be made
available during on-site
assessment:
● Case study reports;
● Progress/running
notes/marginal notes;
● Case summaries;
● Case conference
proceedings/notes
PROCESSING
CLIENT AGENCY FEES TO TIME* PERSON
STEPS ACTIONS BE PAID (Under Normal RESPONSIBLE
Circumstances
1. The Field None *10 minutes Receiving
Office- Officer of
Standards Standards
Section shall Section
1. The review the
Applicant shall submitted
file application
documents
(Annex A) at
as to
Standards
Section completenes
together will the s and
requirements accuracy with
stated above. the original
copies of the
documents.

2. If found

Page 164 of 277

to be
complet
e,
Receiving
Officer shall
forward the
documents to
the Technical
Staff.
3. The None 2 days Standards
technical Section
staff shall Technical Staff
conduct
pre-
assessmen
t by
verifying
the
documents
submitted
by the
applicant
with the
original
copies of
the
documents.
4. If None 2 days Standards
requiremen Section Head
ts are
complete,
the
Standards
Section
shall
endorse
one copy of
the
application
requiremen
ts to
DSWD-
Standards
Bureau,
and file the
other copy
in the Field
Office.

Page 165 of 277

5. The None *10 minutes Receiving
Standards Officer DSWD –
Bureau- Standards
Receiving Bureau
Officer
shall
receive the
endorsed
application
and will
endorse to
Standards
Complianc
e
Monitoring
Division.
6. The None 2 days Any of the
Standards assigned
Complianc technical staff,
e depending on
Monitoring the Field Office
Division where the
shall review application was
the from, DSWD–
application Standards
and Bureau
documents
submitted
by the
applicant
through
Field
Office.
7. If the None 1 day Assigned
submitted technical staff
documents from DSWD-
found to be Standards
complete, Bureau
the
technical
staff shall
coordinate
with the
applicant
through the
Field Office
on the
schedule of

Page 166 of 277

the on-site
assessmen
t
2. The 1. The None 1 day Assigned
Applicant technical (per agreed technical staff
shall staff shall schedule) from DSWD-
coordinate conduct on- Standards
with site Bureau
Standards assessmen
Bureau t through
through the review of
Field Office case
on the records,
schedule of interview of
the on-site the
assessment applicant
. and
client/s,
and
conduct of
other
relevant
activities.
2. Technical None 3 days after Assigned
Staff shall conduct of on- technical staff
send site DSWD-
Confirmatio assessment Standards
n Report Bureau
approved
by the Bureau Director
Standards DSWD-
Bureau Standards
Director to Bureau
the
concerned
Field Office
after on-
site
assessmen
t.

*If the
applicant/s falls
below the set
standards, the
said applicant/s
shall be given
appropriate

Page 167 of 277

technical
assistance on
the areas
needing
improvement. A
re-assessment
shall be
conducted after
six months.
Issuance of Accreditation Certificate. This shall be issued by the Department
Secretary or his/her duly authorized representative if the applicant has qualified
the accreditation standards.
3. Standards None 1 day Bureau Director
Bureau DSWD-
shall Standards
approve Bureau
and
endorse
the
Accreditatio
n
Certificate
to the
Cluster
Head.
4. Cluster None 3 days Undersecretary/
Head to Cluster Head
approve DSWD-
and Standards and
endorse Capacity
the Building Group
Accreditatio
n
Certificate
to the
Secretary.
5. Secretary None 3 days DSWD
or his/her Secretary or
duly his/her duly
authorized authorized
representat representative
ive to
approve
and issue
the
Accreditatio
n

Page 168 of 277

Certificate
for the
qualified
Social
Worker.
6. Standards None 2 days Bureau Director
Bureau to DSWD-
endorse Standards
the Bureau
approved
Accreditatio
n
Certificate
to the
qualified
Social
Worker
through the
Field
Office.
3. Qualified 1.1 Notify the None *10 minutes Standards
applicant Applicant Section Support
shall Organization Staff
receive/pick on the
-up the availability of
Accreditatio the Certificate
n Certificate
from the 1.2 Issues the
Field Office Certificate of
where the Accreditation
application
was filed.
TOTAL 20 working days
*The number of minutes shall be included on the total 20 working days.
** This does not include the travel time of documents from the DSWD Field
Office to the Central Office, and vice versa.

19.5. Accreditation of Civil Society Organizations (CSOs) to Implement

DSWD Projects and/or Programs Using DSWD Funds

The process of assessing the applicant to determine whether a Civil Society

Organization is eligible to implement DSWD projects and/or programs using
DSWD funds.

Page 169 of 277

Office or Division: Standards Section
Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: Social Work Agencies w/ at least one (1) year valid
license to operate
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Accomplished and Notarized DSWD Field Office VIII - Standards
Application Form Section
Magsaysay Boulevard, Tacloban City,
Leyte

Send an e-mail to:

[email protected]

DSWD Website
https://www.dswd.gov.ph/issuances/MC
s/MC_2019-013.pdf

DSWD-SB-CSOA-001A

2. Photocopy of the Audited Financial Applicant

Statements as received by the
BIR/Authorized collecting bank for the
past three (3) years
3. Data Sheet of the Directors, DSWD Website
Trustees, Officers, and Key Personnel https://www.dswd.gov.ph/issuances/MC
of the applicant CSO. s/MC_2019-013.pdf

DSWD-SB-CSOA-003A
4. Location sketches (spot/ satellite Applicant
map) and photographs (façade and
interior) of the principal office and/or
satellite Offices
5. Certificate of Good Standing or Securities Exchange Commission
Certificate of No Derogatory (SEC) - Company Registration and
Information issued by SEC Monitoring Department Secretariat
Building, PICC Complex, Roxas
Boulevard, Pasay City, 1307

Any SEC Extension Office (Baguio City,

Tarlac City, Legazpi City, Cebu City,

Page 170 of 277

Iloilo City, Cagayan De Oro City, Davao
City, Zamboanga City)
Optional Requirements
1. List of Projects and Programs funded DSWD Website
by DSWD or any government agency. https://www.dswd.gov.ph/issuances/MC
If applicable. s/MC_2019-013.pdf

(Such is required if the applicant DSWD-SB-CSOA-002A

already have previous and/or current
engagement with government agencies
including the DSWD.)
2. Certificate of No Default or Delay in DSWD Website
Liquidating Funds signed by the DSWD https://www.dswd.gov.ph/issuances/MC
Field Office Head and countersigned by s/MC_2019-013.pdf
the Finance Management Service or by
the concerned government official of DSWD-SB-CSOA-004A
the other Government Agencies, if
applicable.

(Such is required if the applicant has

received public funds from DSWD or
from any other government agency.)
PROCESSING
CLIENT AGENCY FEES TO TIME* PERSON
STEPS ACTIONS BE PAID (Under Normal RESPONSIBLE
Circumstances
STEP 1: The Receives and None *30 minutes
CSO records the
representative application at Support Staff
files the the e-DTMS (Standards
application Bureau-Central
form together Office)
with other
documentary
requirements to
the Standards
Bureau of the
DSWD CO.

Page 171 of 277

STEP 2: The 1.1. If found None 2 working days Standards
applicant CSO complete, SB Bureau assigned
awaits for will request the personnel
notification Field Office to (SCMD) through
relative to the conduct a Standards
application validation visit. Section (Field
Office)
1.2. Posts
notice to the
public or Information and
invitation to Communication
submit Technology
derogatory Management
report Services
(ICTMS)
(Within three
(3) working
days from the
receipt of a
derogatory
report, the
Standards
Bureau,
through a
formal letter
shall notify the
applicant and
require the
same to submit
an explanation/
comment within
ten (10)
working days
from the receipt
thereof. Please
also refer to
Section VI. No.
2 of MC 13
series of 2019)
If found
incomplete, SB
will return all
submitted
documents to
the applicant
CSO with a
letter and
attached
checklist
(DSWD-SB-
CSOA-007A)
indicating the

Page 172 of 277

lacking
required
documents
If found with
irregularities,
documents will
not be returned
to applicant
which shall
serve as
evidence and a
ground for
blacklisting

STEP 3: Actual Conducts None 1 working day Standards

validation visit validation visit (per agreed Section (Field
to the applicant schedule) Office) per area
CSO’s address of jurisdiction.
or location
(If the applicant Standards
recently Bureau for those
received its operating in
accreditation more than one
(as SWA) region
within six (6)
months prior to
the date of its
application as
an
Implementing
CSO, there is
no need for a
validation visit,
unless the
declared
projects and
programs
applied for
accreditation
requires further
verification as
per
assessment of
the Standards
Bureau staff.)

Page 173 of 277

STEP 4: Awaits 4.1. Prepares None **4 working Standards
approval or and submit the days Section (Field
denial of the validation Office), Division
application for report to SB Chief and
accreditation Regional
Director
4.2. Conducts
assessment Standards
and 4 working days Bureau assigned
examination of personnel
application (SCMD)

4.3. Final 4 working days Standards

Review and Bureau assigned
evaluation (An personnel
Applicant may (SCMD)
be required by
the SB to
submit
additional set of
requirements
which are
deemed
necessary to
verify doubtful
information and
to establish
compliance to
appropriate
policies.)

4.4. Standards
2 working days
Confirmation Bureau assigned
letter on the personnel
result of the (SCMD), SB
evaluation Director

Standards
Bureau assigned
4.5. Approval of 3 working days personnel
the Certificate
(SCMD), SB
of Accreditation
Director, Cluster
Heads and
Department
Secretary

Page 174 of 277

STEP 5: 1.1 Notify the None 4 working days Support Staff
Receives the Applicant (Standards
Certificate of Organization Bureau - SB)
Accreditation or on the
the Denial availability of
Letter the Certificate

1.2 Issues the

Certificate of
Accreditation or
the Denial
Letter
TOTAL
None 20 working days
Complete and Compliant:

Incomplete and Non-Compliant: None 3 Working days

*The number of minutes shall be included on the total 20 working days.

** This does not include the travel time of documents from the DSWD Field
Office to the Central Office, and vice versa.

19.6. Registration of Private Social Welfare and Development Agencies

(SWDAs)

For those SWDAs operating in one (1) region, submission of application is at

DSWD Field Office (Standards Section).

For those SWDAs operating in more than one (1) region, submission of
application is at DSWD Central Office (Standards Bureau).

The process of assessing the applicant organization to determine whether its

intended purpose is within the purview of Social Welfare and Development.

Office or Division: Standards Section

Policy and Plans Division
Classification: Complex (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: All Private Organization that intends to engage in
Social Welfare and Development Activities
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. One (1) Copy of Duly Accomplished DSWD Field Office VIII - Standards
and Notarized Application Form Section
Magsaysay Boulevard, Tacloban City,
Annex 1. DSWD-RLA-F001 Leyte

Page 175 of 277

Application Form for Registration Send an e-mail to:
[email protected]

2. One (1) Updated Copy of Certificate Securities Exchange Commission

of Registration and latest Articles of (SEC) - Company Registration and
Incorporation and by-laws indicating Monitoring Department Secretariat
that the organization’s primary Building, PICC Complex, Roxas
purpose is within the purview of Boulevard, Pasay City, 1307
social welfare and development
issued by SEC that gives a juridical Any SEC Extension Office (Baguio
personality to a non-stock non – City, Tarlac City, Legazpi City, Cebu
profit organization to operate in the City, Iloilo City, Cagayan De Oro City,
Philippines
Davao City, Zamboanga City)

3. One (1) Copy of any of the following DSWD Field Office VIII - Standards
Section
● Handbook or Manual Operations Magsaysay Boulevard, Tacloban City,
of its programs policies and Leyte
procedures to attain its purposes

Annex 4. DSWD-RLA-F004 Manual Send an e-mail to:

of Operation
[email protected]
● Brochure

Annex 5. DSWD-RLA-F005
Brochure

● Duly signed Work and Financial

Plan for at least two (2) years by
the Head of Agency

Annex 9. DSWD-RLA-F009 Work

and Financial Plan
PROCESSING
AGENCY FEES TO TIME PERSON
CLIENT STEPS
ACTIONS BE PAID (under normal RESPONSIBLE
circumstance)
A. Assessment Procedures for Walk-in Applicants
STEP 1: Secure Provides client None *10 minutes Support Staff
application form application form, (Standards
thru the DSWD and checklist of Section)
Website/ requirements
Standards
Section
STEP 2: 1. 1. Receive the None *10 minutes Support Staff in
1. Submit/ file documentary charge of all
application requirements incoming

Page 176 of 277

and and provide the documents
supporting applicant (Standards
documents. organization with Section)
an application
2. For applicant reference
organization number for easy
with complete tracking and
requirements, reference.
shall have
acknowledge 2. 2. Determine
ment receipt whether the
of the submitted
submitted documents are
requirements. complete.

For incomplete3. 3. If complete,

requirements, the provide the
applicant organization an
organization shall acknowledgeme
sign the nt receipt and
acknowledgement log the receipt of
of the returned application
documents and documents into
the checklist of the Document
the lacking Tracking System
requirements. (DTS)

4. If incomplete,
return all
documents
submitted
accompanied by
a checklist of
requirements for
applicant
Organization’s
compliance.
STEP 3: If
4. Prepare Billing None *20 minutes Support Staff
Complete, Settle Statement and in-charge of the
the required instructs issuance of
processing fee. applicant to Billing
proceed to the statement
Accounting (Accounting
Section and Section)
Cash Section
5. Process ₱1,000.00 *10 minutes Cashier (Cash
payment and Section)
issues Official
Receipt.
STEP 4: Provide
6. Acknowledge None *10 Minutes Support Staff in

Page 177 of 277

the DSWD the copy of the charge of all
Standards Official Receipt incoming
Section the from the documents
photocopy of the applicant (Standards
Official Receipt Organization. Section)
(OR).
Step 5:
7. Provide the None *5 minutes Support Staff
Accomplish and applicant (Standards
drop the Organization the Section)
Customer’s Customer’s
Feedback Form in Feedback Form
the drop box.
STEP 6: Wait for 1.1 Review the None 2 working days Technical Staff
the result of submitted (Standards
assessment. documents as to Section)
completeness
and compliance.
The submitted
complete
documents must
satisfy the
following
Criteria:
i. Applicant
must be
engaged
mainly or
generally in
Social
Welfare and
Development
Activities.
ii. Applicant has
employed a
sufficient
number of
duly qualified
staff and/or
registered
social
workers to
supervise
and take
charge of its
social welfare
and
development
activities
and/or social
work

Page 178 of 277

interventions
in
accordance
with the set
standards.
iii. Applicant
must submit
a duly
certified
financial
statement
that at least
seventy
percent (70%
of its funds
are disbursed
for direct
social work
services
while thirty
percent
(30%) of the
funds are
disbursed for
administrativ
e services.
iv. The SWDA
must have a
financial
capacity to
operate for at
least two (2)
years.
v. Applicant
keeps record
of all social
development
and/or
welfare
activities it
implements.
Note: Criteria ii,
iii and v are only
applicable for
those
organizations
that are already
in operation prior
to application for
Registration.

Page 179 of 277

8. 1.2 Once the
applicant
Organization
satisfies the
prescribed
requirements,
the Technical
Staff assessing
the documents
shall prepare the
Confirmation
Report and the
Draft Certificate
of Registration.
Review and None 2 working days Technical Staff/
approval of the Section Head/
Confirmation Division Chief/
Report; Regional
Endorsement for Director
approval of the
Registration
Certificate.
Approval and None 2 working days Regional
Signing of Director
Registration
Certificate
STEP 7: Receive Send the None 1 working day Support Staff
the Certificate Confirmation (depending on in-charge of
and Confirmation Report and the choice of outgoing
Letter. notify the the applicant) documents
availability of the (Standards
Certificate of Section)
Registration for
release through
various means
per preference
indicated in the
application form.
(direct pick-up or
courier)
TOTAL
₱1,000.00 7 working days
For Complete and Compliant
For Incomplete Submission: None 20 minutes
B. Processing Procedures of Applications submitted at Standards Section
through Mail/Courier:
STEP 1: Send Log receipt into None *10 minutes Support Staff
the Application the Document in-charge of

Page 180 of 277

Form together Tracking System incoming
with the (DTS) for documents
prescribed Standards (Standards
documentary Section. This Section)
requirements shall be route to
through Mail or the Assigned
Courier to: Technical Staff.
Standards
Section
DSWD Field
Office VIII,
Magsaysay
Boulevard,
Tacloban City,
Leyte
STEP 2: Wait for 1. Review None 2 working days Technical Staff
the result of the submitted (Standards
assessment. documents as to Section)
completeness
and compliance.
The submitted
complete
documents must
satisfy the
following Criteria:
i. Applicant
must be engaged
mainly or
generally in
Social Welfare
and
Development
Activities.
ii. Applicant
has employed a
sufficient numb
STEP 3: Settle 1. If found both ₱1,000.00 *10 minutes Technical Staff
the required complete and and Support
processing fee. compliant, notify Staff
the Applicant (Standards
For those Organization that Section)
operating in more they have to
than one region, settle their
the applicant processing fee.
organization may 2. Inform the
settle its payment applicant
either at DSWD organization that
Central Office or the processing of
at the DSWD the application

Page 181 of 277

Field Office shall start once
where their Main they have paid
Office is located the required fees
according to and provided the
Organization’s Standards
preference. Bureau/Section
the copy of the
Official Receipt.
Field Office: The
Support Staff
shall prepare
Billing Statement
and instructs
applicant to
proceed to the
Cashier Section.
Standards
Bureau: The
Support Staff
shall prepare
Billing Statement
and instructs
applicant to
proceed to the
Financial
Management
Service (DSWD
Cashier, 2nd
Floor, Matapat
Building).
Note: The
processes shall
only take place
once the
applicant
organization
settle its
payment.
STEP 4: Provide 1. Acknowledge None *10 Minutes Support Staff
the DSWD the copy of in-charge of
Standards Official Receipt incoming
Section the copy from the documents
of the Official Organization. (Standards
Receipt (OR) Section)
through the 2. For the Copy
following: of OR sent
through email:
1. Scanned copy The Support
of the Official Staff managing
Receipt to

Page 182 of 277

standards.fo8@ the Official email
Dswd.gov.ph of the Standards
(Standards Section shall
Section) with the acknowledge its
subject: Name of receipt.
the
Organization_ For the Copy of
Copy of OR for OR sent through
Registration. mail/courier: the
assigned
2. Hand-carry the technical Staff
Photocopy of shall
Official Receipt acknowledge its
receipt.
3. Mail/Courier
the Photocopy of
Official Receipt
Step 5: Provide the None 5 minutes Support Staff
Accomplish and applicant (Standards
drop the Organization the Section)
Customer’s Customer’s
Feedback Form Feedback Form
on the drop box.
STEP 6: Wait on Review and None 2 working days Technical Staff/
the result of approval of the Section Head/
assessment. Confirmation Division Chief/
Report; Regional
Endorsement for Director
approval of the
Registration
Certificate.
Approval and None 2 working days Regional
Signing of Director
Registration
Certificate
Send the None 1 working day Support Staff
Confirmation (depending on in-charge of
Report and notify the choice of outgoing
the availability of the applicant) documents
the Certificate of (Standards
Registration for Section)
release through
various means
per preference
indicated in the
application form.
(direct pick-up or
courier)
TOTAL
₱1,000.00 7 working days
For Complete and Compliant:
For Incomplete Submission: None 3 working days

Page 183 of 277

*The number of minutes shall be included on the total 7 working days.

19.7. Licensing of Private Social Welfare and Development Agencies

(SWDAs) 1.) Auxiliary SWDA 2.) Social Work Agency (SWA)

The process of assessing the qualifications and authorizing a registered SWDA

to operate as a Social Work Agency or as an Auxiliary SWDA.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: All Private SWDAs Intending to Operate
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. One (1) copy of Duly Accomplished DSWD Field Office VIII - Standards
and Notarized Application Form Section
Magsaysay Boulevard, Tacloban
Annex 2. DSWD-RLA-F002 Application Form City, Leyte
for Licensing
Send an e-mail to:
[email protected]
2. One (1) set of the following Basic DSWD Field Office VIII - Standards
Documents: Section
a. A certification of plan to hire the Magsaysay Boulevard, Tacloban
required Registered Social Worker City, Leyte
(RSW) or staff complement; or (b)
Profile of Employees and Send an e-mail to:
Volunteers whichever is applicable [email protected]

Annex 22. DSWD-RLA-F022 Profile

of Employees

b. Manual of Operation containing Securities Exchange Commission

the SWDAs program and (SEC) - Company Registration and
administrative policies, procedures Monitoring Department Secretariat
and strategies to attain its Building, PICC Complex, Roxas
purpose/s among others Boulevard, Pasay City, 1307

Annex 4. DSWD-RLA-F004 Manual of Any SEC Extension Office (Baguio

Operation City, Tarlac City, Legazpi City, Cebu
City, Iloilo City, Cagayan De Oro
c. Profile of Board of Trustees City, Davao City, Zamboanga City)

Annex 21. DSWD-RLA-F021 Profile

of Governing Board Board Resolution by the
Organization
d. Certified True Copy of General

Page 184 of 277

Information Sheet issued by SEC
(One (1) copy)

e. Notarized certification from the

Board of Trustees and/or the
funding agency to financially
support the organizations to
operate for at least two (2) years

f. Work and Financial Plan for the

two (2) succeeding years
Annex 9. DSWD-RLA-F009 Work and
Financial Plan
3. ADDITIONAL REQUIREMENTS DSWD Field Office VIII - Standards
a. Basic Documents Section
1. For those operating in more than one Magsaysay Boulevard, Tacloban
region City, Leyte
a. List of main and satellite/branch
offices with contact details, if any
Send an e-mail to:
Annex 7. DSWD-RLA-F007 List of Main [email protected]
and Satellite Office

b. Certified True Copy of the notarized Photocopy of the Memorandum of

written agreement of partnership or Agreement/Contract of Partnership
cooperation between the agency and and Certified by the Head of
its partner agency e.g. MOA, Contract Applicant Organization
of Partnership, among others
b. For Applicant SWA’s implementing
Child Placement Services
a. Certification from DSWD or photocopy DSWD Field Office VIII - Standards
of the certificate of training attended Section
by the hired RSW related to child Magsaysay Boulevard, Tacloban
placement service. City, Leyte

Annex 22. DSWD-RLA-F022 Profile of

Employees Send an e-mail to:
[email protected]
c. Documents Establishing Corporate
Existence and Regulatory Compliance
1. For those operating in more than one
region:

❑ Validation report from concerned

DSWD Field Office or Certification
from Regional ABSNET/Cluster or

Page 185 of 277

LGUs attesting to the existence
and status of operation of the
organization in the area/s of
jurisdiction.

Annex 23. DSWD-RLA-F023

ABSNET Active Membership

❑ There is no need to get a

validation report/certification of
existence for the region where the
main office of the applicant is
located.

2. For Center Based (Residential and

Non-Residential Based)

Copy of the valid safety certificates

namely:
a. Occupancy permit (only for new City/Municipal Engineering Office of
buildings) or Annual Building Local Government Unit covering the
Inspection/Structural Safety SWDAs area of operation or Private
Certificate (for old buildings) Engineer

b. Fire Safety Inspection Certificate Office of the Bureau of Fire

Protection in the City/Municipal Local
Government Unit covering the
SWDAs area of operation

c. Water Potability Certificate or City/Municipal Health Office of Local

Sanitary Permit Government Unit covering the
SWDAs area of operation or Private
Service Provider
3. For applicant serving within the National Commission of Indigenous
Ancestral Domains of Indigenous People (NCIP) Regional Office
People (IP) – Photocopy of NGO where the NGO operates.
Accreditation from NCIP.

4. For applicant with past and current DSWD Field Office VIII, Magsaysay
partnership with the DSWD that Blvd., Tacloban City, Leyte/
involved transfer of funds Government Agency where the
Organization implemented or
Certification from DSWD Office and/or other implements projects and programs.
concerned government agencies that the
applicant is free from any financial
liability/obligation

Page 186 of 277

PROCESSIN
G TIME
AGENCY FEES TO (under PERSON
CLIENT STEPS
ACTIONS BE PAID normal RESPONSIBLE
circumstance
s)
Assessment Procedures for Walk-in Applicants
STEP 1: Secure Provides client None *10 minutes Standards
application form application Section Support
thru the form, and Staff
Standards checklist of
Section requirements
STEP 2: 1. Received the None *20 minutes Standards
1. Submit/ file documentary Section Support
application requirements Staff in charge of
and and provide the all incoming
supporting applicant documents
documents. organization
with an
2. For applicant application
organization reference
with complete number for easy
tracking and
requirements,
reference.
shall have
Standards
acknowledge 2. Determine Section
ment receipt whether the Technical Staff
of the submitted
submitted documents are
requirements. complete.

3. If complete,
provide the
For incomplete organization an
requirements, the acknowledgeme
applicant nt receipt and
organization shall log the receipt
sign the of application
acknowledgemen documents into
t of the returned the Document
documents and Tracking
the checklist of System (DTS)
the lacking for Standards
requirements. Section.

4. If
incomplete,
return all
documents

Page 187 of 277

submitted
accompanied
by a checklist of
requirements
for applicant
Organization’s
compliance.
STEP 3: If Prepare Billing None *20 minutes Support Staff in
Complete, settle Statement and charge on the
the required instruct issuance of
processing fee. applicant to Billing Statement
proceed to the (Accounting
Accounting Section)
Section and
Cash Section
Process ₱1,000.00 *15 minutes Cash Section
payment and
issues Official
Receipt.
STEP 4: Provide Acknowledge None *15 Minutes Standards
the Standards the photocopy Section Support
Section the of the Official Staff
photocopy of the Receipt from
Official Receipt the applicant
(OR). Organization.
Step 5: Provide the None *5 minutes Standards
Accomplish and applicant Section Support
drop the Organization Staff
Customer’s the Customer’s
Feedback Form Feedback Form
in the drop box.
STEP 6: Wait for 1.1 Review the None 2 working Standards
the result of the submitted days Section
documents documents as Technical Staff
review and notice to
of validation completeness
assessment. and
compliance,
both in form and
substance. The
submitted
complete
documents
must satisfy the
following
Criteria:
i. Applicant
must be
engaged
mainly or

Page 188 of 277

generally in
Social
Welfare and
Developmen
t Activities.
ii. In case a
new
applicant
SWDA
applying to
operate a
residential
care facility,
the applicant
must
establish the
need for a
residential
facility
serving a
particular
sector and
the absence
of related
facility to
cater them.
e.g.
Situationer
iii. Applicant
has
employed a
sufficient
number of
duly
qualified
staff and/or
registered
social
workers to
supervise
and take
charge of its
social
welfare and
development
activities
and/or social

Page 189 of 277

work
interventions
in
accordance
with the set
standards.
iv. Applicant
must submit
a duly
certified
financial
statement
that at least
seventy
percent
(70%) of its
funds are
disbursed
for direct
social work
services
while thirty
percent
(30%) of the
funds are
disbursed
for
administrativ
e services.
v. The SWDA
must have a
financial
capacity to
operate for
at least two
(2) years.
vi. Applicant
keeps
record of all
social
development
and/or
welfare
activities it
implements.
Note: Criteria iv
and vi are only

Page 190 of 277

applicable for
those SWDAs
that are already
in operation
prior to
application for
License to
Operate.

1. If
complete
and
complian
t, an
Acknowl
edgment
Letter
and
Notificati
on on the
proposed
schedule
on the
conduct
of
Validatio
n Visit
shall be
prepared
.

If found
incomplete or
non-compliant,
the
Acknowledgem
ent Letter
prepared shall
contain the
checklist of
requirements to
be secured and
complied. This
will be sent to
the applicant
SWDA together
with all the
application
documents

Page 191 of 277

submitted.
1.3 Review and None 2 working Section
approval of the days Head/Division
Acknowledgem Chief/Regional
ent Letter Director
including its
attachments.
STEP 7: Confirm For those with None *30 minutes Standards
the availability on requirements Section
the proposed that are Technical Staff
Validation Visit complete and
compliant,
Confirmation of
Validation Visit.
STEP 8: Assist Conduct of None 1 working day Standards
the Assessor Validation visit per agreed Section
during the schedule Technical Staff
conduct of
Validation visit.
Step 9: Provide the None *5 minutes Standards
Accomplish and applicant Section
place the Organization Technical Staff
Customer’s the Customer’s
Feedback Form Feedback Form
in a sealed
envelope.
STEP 10: Awaits 1.1 Prepare None 3 working Standards
the result of the Confirmation days Section
licensing Report Technical Staff
assessment
1.2.1 If
favorable, the
Technical Staff
shall draft
Confirmation
Report and
Draft Certificate
of License to
Operate.

1.2.2 If not
favorable, the
Technical Staff
shall detail the
Assessors
Findings and
the agreed
compliance
date of the

Page 192 of 277

Action Plan.
STEP 11: Send the None 1 working day Standards
Acknowledge the Confirmation (depending Section Support
receipt of the Report and on the choice Staff
Certificate of notify the of the
License to availability of applicant)
Operate. the Certificate
of License to
Operate for
release through
various means
per preference
indicated in the
application
form. (direct
pick-up or
courier)
TOTAL
₱1,000.00 20 working days
For Complete and Compliant:
For Incomplete Submission: None 18 working days
A. Processing Procedures of Applications submitted at Standards Section
through Mail/Courier:
STEP 1: Send Log receipt into None *15 minutes Support Staff
the Application the Document in charge of
Form together Tracking incoming
with the System (DTS) documents
prescribed for Standards (Standards
documentary Section. This Section)
requirements for shall be route to
Licensing the assigned
through Mail or Technical Staff.
Courier to:
Standards
Section
DSWD Field
Office VIII
Magsaysay
Boulevard,
Tacloban City,
Leyte
STEP 2: Wait for 1.1 Review the None 2 working days Technical Staff
the result of submitted (Standards
documents documents as to Section)
review. completeness
and compliance,
both in form and
substance. The
submitted
complete
documents must

Page 193 of 277

satisfy the
following
Criteria:
i. Applicant
must be
engaged
mainly or
generally in
Social
Welfare and
Developmen
t Activities.
ii. In case a
new
applicant
SWDA
applying to
operate a
residential
care facility,
the applicant
must
establish the
need for a
residential
facility
serving a
particular
sector and
the absence
of related
facility to
cater them.
e.g.
Situationer
iii. Applicant
has
employed a
sufficient
number of
duly qualified
staff and/or
registered
social
workers to
supervise
and take

Page 194 of 277

charge of its
social
welfare and
development
activities
and/or social
work
interventions
in
accordance
with the set
standards.
iv. Applicant
must submit
a duly
certified
financial
statement
that at least
seventy
percent
(70%) of its
funds are
disbursed for
direct social
work
services
while thirty
percent
(30%) of the
funds are
disbursed for
administrativ
e services.
v. The SWDA
must have a
financial
capacity to
operate for
at least two
(2) years.
vi. Applicant
keeps record
of all social
development
and/or
welfare

Page 195 of 277

activities it
implements.
Note: Criteria iv
and vi are only
applicable for
those SWDAs
that are already
in operation
prior to
application for
License to
Operate.

1.2 If complete
and compliant,
an
Acknowledgmen
t Letter and
Notification on
the proposed
schedule on the
conduct of
Validation Visit
shall be
prepared.

1.3 If found
incomplete or
non-compliant,
the
Acknowledgeme
nt Letter
prepared shall
contain the
checklist of
requirements to
be secured and
complied. This
will be sent to
the applicant
SWDA together
with all the
application
documents
submitted.
STEP 3: Settle If found both ₱1,000.00 *15 minutes Technical Staff
the required complete and and Support
processing fee. compliant, notify Staff
the Applicant (Standards
For those Organization Section)
operating in more that they have

Page 196 of 277

than one region, to settle their
the applicant processing fee.
organization may
settle its payment 1. Inform the
either at DSWD applicant
Central Office or organization
at the DSWD that the
Field Office processing
where their Main of the
Office is located application
according to shall start
Organization’s once they
preference.
have paid
the required
fees and
provided the
Standards
Bureau the
copy of the
Official
Receipt.
Field Office: The
Support Staff
shall prepare
Billing
Statement and
instructs
applicant to
proceed to Field
Office Cashier
Section.
Standards
Bureau: The
Support Staff
shall prepare
Billing
Statement and
instructs
applicant to
proceed to the
Financial
Management
Service (DSWD
Cashier, 2nd
Floor, Matapat
Building).
Note: The
processes shall
only take place

Page 197 of 277

once the
applicant
organization
settle its
payment.
STEP 4: Provide 1. Acknowledge None *15 Minutes Support Staff
the Standards the copy of in charge of
Section the copy Official Receipt incoming
of the Official from the SWDA. documents
Receipt (OR) (Standards
through the Section)
2. For the Copy
following:
of OR sent
through email:
1. Scanned
copy of the The Support
Staff managing
Official
the Official
Receipt
standards.fo email of the
[email protected] Standards
Bureau shall
.ph with the
have
subject:
acknowledged
Name of the
its receipt.
Organization
_ Copy of
3. For the Copy
OR for
of OR sent
Licensing. through
mail/courier: the
2. Hand-carry assigned
the technical Staff
Photocopy of shall have
Official acknowledged
Receipt its receipt.

3. Courier the
Photocopy of
Official
Receipt
Note: For those
operating in more
than one region,
the applicant
organization may
settle its payment
either at DSWD
Central Office or
at the DSWD
Field Office
where their Main
Office is located

Page 198 of 277

according to
Organization’s
preference.
Step 5: Provide the None *5 minutes Support Staff
Accomplish and applicant (Standards
drop the Organization the Section)
Customer’s Customer’s
Feedback Form Feedback Form
on the drop box.
STEP 6: Wait for Review and None 3 working days Standards
the notice of approval of the Section
validation Acknowledgeme Head/Division
assessment. nt Letter Chief
including its
attachments.

For those with

requirements
that are
complete and
compliant,
Confirmation of
Validation Visit.
STEP 7: Confirm For those with None 1 working day Technical Staff
the Availability on requirements (Standards
the proposed that are Section)
Validation Visit complete and
compliant,
Confirmation of
Validation Visit.
STEP 8: Assist Conduct of None 1 working day Technical Staff
the Assessor Validation visit per agreed (Standards
during the schedule Section)
conduct of
Validation visit.
Step 9: Provide the None *5 minutes Technical Staff
Accomplish and applicant (Standards
place the Organization the Section)
Customer’s Customer’s
Feedback Form Feedback Form
in a sealed
envelope.
STEP 10: Wait 1. Prepare None 3 working days Technical Staff
for the result of Confirmation (Standards
the Validation Report Section)
visit.
1.2.1 If
favorable, the
Technical Staff
shall draft
Confirmation

Page 199 of 277

Report and
Draft Certificate
of License to
Operate.

1.2.2 If not
favorable, the
Technical Staff
shall detail the
Assessors
Findings and
the agreed
compliance date
of the Action
Plan.
1.3.1 If None Favorable; Standards
favorable, 8 working days Section
review and Head/Division
approval of the Unfavorable; Chief
Confirmation 7 working days
Report and the
Draft Certificate
of License to
Operate.
1.4.1 If Favorable; Regional
favorable, for 3 working days Director
approval and
signature of the Unfavorable;
Certificate of 1 working days
License to
Operate.

1.4.2 If Support Staff

unfavorable, the (Standards
Support Staff Section)
shall send the
Confirmation
Report to the
SWDA through
email and via
courier.
STEP 11: Wait Send the None 1 working day Support Staff
on the release of Confirmation (depending on (Standards
the Certificate of Report and the choice of Section)
License to notify the the applicant)
Operate. availability of
the Certificate of
License to
Operate for
release through
various means
per preference
Page 200 of 277
indicated in the
application form.
(direct pick-up
or courier)
TOTAL
₱1,000.00 20 working days
For Complete and Compliant:
For Incomplete Submission: None 17 working days
*The number of minutes shall be included on the total working days.

19.8. Accreditation of Local Government Unit’s Senior Citizens Charter

Refers to the process of assessing the Senior Citizen Center if they are
compliant to set standards.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Government (G2G)
Who may avail: All Public Senior Citizens Centers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
● One (1) copy of Duly DSWD Field Office VIII
Accomplished and Notarized Magsaysay Boulevard, Tacloban City,
Application Form Leyte

Annex 3. DSWD-RLA-F003
Application Form for Send an e-mail to:
Accreditation
[email protected]

● Constitution and By-Laws/Local City/Municipal Sangguniang Bayan

Ordinance or Resolution/SEC Office or at the City/Municipal Social
Registration Welfare and Development Office of
Local Government Unit of Local
Government Unit
Securities Exchange Commission
(SEC) - Company Registration and
Monitoring Department Secretariat
Building, PICC Complex, Roxas
Boulevard, Pasay City, 1307

Any SEC Extension Office (Baguio

City, Tarlac City, Legazpi City, Cebu
City, Iloilo City, Cagayan De Oro City,

Page 201 of 277

Davao City, Zamboanga City

● One (1) Copy of the following DSWD Field Office VIII

Documents Establishing Track Magsaysay Boulevard, Tacloban City,
Record and Good Standing Leyte

1. Duly signed Work and Send an e-mail to:

Financial Plan for the two (2)
[email protected]
succeeding years/ Local
Government Unit Approved
Budget for the year

Annex 9. DSWD-RLA-F009 Work

and Financial Plan

2. Annual Accomplishment Report

of the previous year

Annex 6. DSWD-RLA-F006
Accomplishment Report

3. Financial Report of the

previous year signed by the
Provincial/City/Municipal
Accountant or the DSWD
Regional Accountant.

Annex 8. DSWD-RLA-F008
Audited Financial Statement

In the absence of the Certified Public

Accountant from the LGU or DSWD,
financial report from the
Commission on Audit (COA)
Representatives
● One (1) Copy of the following
Documents Establishing
Corporate Existence and
Regulatory Compliance
For Center Based (Residential and Non-
Residential Based)
a. Copy of the valid safety certificates
City/Municipal Engineering Office of
namely:
Local Government Unit covering the
1. Occupancy permit (only for
new buildings) or Annual SWDAs area of operation or Private
Building Inspection/Structural Engineer
Safety Certificate (for old

Page 202 of 277

buildings)

2. Fire Safety Inspection Office of the Bureau of Fire Protection

Certificate in the City/Municipal Local
Government Unit covering the SWDAs
area of operation

● Water Potability Certificate or City/Municipal Health Office of Local

Sanitary Permit Government Unit covering the SWDAs
area of operation or Private Service
Provider
PROCESSING
CLIENT AGENCY FEES TO TIME PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstances)
A. Assessment Procedures for Walk-in Applicants

STEP 1: Provides client None *30 minutes Support Staff in

Secures application form, charge of all
application and checklist of incoming
form thru the requirements documents
DSWD (Standards
Website/ Section)
Standards
Section
STEP 2: Receive the None *30 minutes Support Staff in
Submit/ file documentary charge of all
application and requirements incoming
supporting and shall provide documents
documents the Public (Standards
directly to SWDA with an Bureau - SB)
Standards application
Bureau copy reference
furnished number for easy
Standards tracking and
Section reference.

Page 203 of 277

STEP 3: For 1.1 Determine None *30 minutes Technical Staff
Public SWDA whether the or Officer of the
with complete submitted day / Support
requirements, documents are Staff in charge
shall have complete. of all incoming
acknowledgem documents
ent receipt of 1.2 If complete, (Standards
the submitted provide the Bureau - SB)
requirements. organization an
acknowledgeme
For incomplete nt receipt and
requirements, log the receipt of
the Public application
SWDA shall documents into
sign the the Document
acknowledgem Tracking System
ent of the (DTS) for
returned Standards
documents and Bureau.
the checklist of
1.3 If
the lacking
incomplete,
requirements.
return all
documents
submitted
accompanied by
a checklist of
requirements for
Public SWDA’s
compliance.

Step 4: Provide the None *5 minutes Support Staff

Accomplish applicant (Standards
and drop the Organization the Bureau - SB)
Customer’s Customer’s
Feedback Form Feedback Form
on the drop
box.
Note: The DSWD will implement 4:00pm cut-off on the submitted complete
documents which includes the payment of processing fees. Applications received
after 4:00pm shall be considered as a next working day transaction.
STEP 5: Wait 1.1 Review the None 2 working days Technical Staff/
for the result of submitted Section Head/
the documents documents as to Division Chief/
review and completeness Bureau Director
notice of and compliance.
accreditation 1.2 If found
assessment complete and
visit compliant, shall
prepare an

Page 204 of 277

Acknowledgeme
nt Letter
notifying the
conduct of 2-
day
Accreditation
Assessment.
1.3 If found
incomplete or
non-compliant,
shall send
Acknowledgeme
nt Letter to the
Public SWDA
containing the
checklist of
documents for
compliance to
be secured or
accomplished
together with all
the application
documents
submitted.

STEP 6: For those with None *30 minutes Technical Staff

Confirm the requirements (Standards
Availability on that are Bureau - SB)
the proposed complete and
Assessment compliant,
Visit Confirmation of
Assessment
Visit.
STEP 7: Conduct of None 1 working day Technical Staff
1. Prepare and Accreditation (Standards
make Assessment Bureau - SB)
available if which includes
necessary, the conduct of
Document
the Client
Review,
and Staff. Focused Group
Discussion,
2. Assist the Collateral
Assessor Interview,
during the among others.
conduct of
Accreditatio
n
Assessment

Page 205 of 277

visit.

Step 8: Provide the None *5 minutes Technical Staff

Accomplish applicant (Standards
and place the Organization the Bureau - SB)
Customer’s Customer’s
Feedback Form Feedback Form
in a sealed
envelope.
STEP 9: 1. Prepare None 3 working days Technical Staff
Confirmation (Standards
Report and Bureau - SB)
Certificate of
Accreditation

1.1. If
favorable,
the
Technical
Staff shall
draft
Confirmati
on Report
together
with
Certificate
of
Accreditat
ion.

1.2. If not
favorable,
the
Technical
Staff shall
detail the
Assessor
s Findings
to which
the Public
SWDA is
expected
to take
action
and
comply
with.

Page 206 of 277

STEP 10: 2. Review and None Favorable; Section
endorse the 9 working days Head/Division
Confirmation Chief/Bureau
Report Unfavorable; Director
together with 7 working days
Certificate of
Accreditation.
2.1. If
favorable,
review
and
approval
of the
Confirmati
on Report
and the
Draft
Certificate
of
Accreditat
ion

2.2. If
unfavorab
le, shall
review the
provided
findings
or reason
for
disapprov
al of
accreditati
on.
2.2.1. Approval
of the
Confirmati
on
Report.

STEP 11: 1.1 Approval or Favorable; Undersecretary

disapproval of 3 working days Supervising the
Confirmation Standards
Report and Unfavorable; Bureau
Certificate of 2 working days
Accreditation
Support Staff

Page 207 of 277

1. If (Standards
favorable, Bureau - SB/
for
approval
and
signature
of the
Certificate
of
Accreditat
ion.

If unfavorable,
the Support Staff
shall send the
Confirmation
Report to the
SWDA through
email and via
courier.
STEP 12: Releasing of None 1 working day Support Staff
Confirmation (depending on (Standards
Report and the choice of Bureau - SB)
Certificate of the applicant)
Accreditation.

If favorable,
Send the
Confirmation
Report and
notify the
availability of the
Certificate of
Accreditation for
release through
various means
per preference
indicated in the
application form.
(direct pick-up or
courier)
TOTAL
None 19 working days
For Complete and Compliant:
For Complete Requirements with None
15 working days
Areas for Compliance:

Page 208 of 277

B. Processing Procedures of Applications submitted at Standards Bureau
through Mail/Courier:
STEP 1: Send Log receipt into None *15 minutes Support Staff in
the Application the Document charge of
Form together Tracking System incoming
with the (DTS) for documents
prescribed Standards (Standards
documentary Bureau. This Bureau - SB)
requirements shall be route to
for the Assigned
Accreditation Technical Staff.
through Mail or
Courier to:
Standards
Bureau
DSWD Central
Office,
IBP Road,
Batasan
Pambansa
Complex,
Constitution
Hills, Quezon
City
STEP 2: For 1.1 Determine None *30 minutes Technical Staff
Public SWDA whether the or Officer of the
with complete submitted day / Support
requirements, documents are Staff in charge
shall have complete. of all incoming
acknowledgem documents
ent receipt of 1.2 If complete, (Standards
the submitted provide the Bureau - SB)
requirements. SWDA an
acknowledgeme
For incomplete nt receipt and
requirements, log the receipt of
the Public application
SWDA shall documents into
sign the the Document
acknowledgem Tracking System
ent of the (DTS) for
returned Standards
documents and Bureau.
the checklist of
1.3 If
the lacking
incomplete,
requirements.
return all
documents
submitted
accompanied by

Page 209 of 277

a checklist of
requirements for
Public SWDA’s
compliance.

Note: The DSWD will implement 4:00pm cut-off on the submitted complete
documents which includes the payment of processing fees. Applications received
after 4:00pm shall be considered as a next working day transaction.
STEP 3: 1.1 Review the None 2 working days Technical Staff/
submitted Section Head/
documents as to Division Chief/
completeness Bureau Director
and compliance.
1.1.1 If found
complete and
compliant, shall
prepare an
Acknowledgeme
nt Letter
notifying the
conduct of 2-day
Accreditation
Assessment.
1.1.2 If found
incomplete or
non-compliant,
shall send
Acknowledgeme
nt Letter to the
Public SWDA
containing the
checklist of
documents for
compliance to be
secured or
accomplished
together with all
the application
documents
submitted.
STEP 4: For those with *30 minutes Technical Staff
Confirm the requirements (Standards
Availability on that are Bureau - SB)
the proposed complete and
Assessment compliant,
Visit Confirmation of
Assessment
Visit.

Page 210 of 277

STEP 5: Assist Conduct of None 1 working day Technical Staff
the Assessor Accreditation (Standards
during the Assessment Bureau - SB)
conduct of which includes
Accreditation the conduct of
Assessment Document
visit. Review,
Focused Group
Discussion,
Collateral
Interview,
among others.
Step 6: Provide the None 5 minutes Technical Staff
Accomplish applicant (Standards
and place the Organization the Bureau - SB)
Customer’s Customer’s
Feedback Form Feedback Form
in a sealed
envelope.
STEP 7: 1. Prepare None 3 working days Technical Staff
Confirmation (Standards
Report and Bureau - SB)
Certificate of
Accreditation

1.1. If
favorable,
the
Technical
Staff shall
draft
Confirmati
on Report
together
with
Certificate
of
Accreditat
ion.

1.2. If not
favorable,
the
Technical
Staff shall
detail the
Assessor
s Findings

Page 211 of 277

to which
the Public
SWDA is
expected
to take
action
and
comply
with.
STEP 8: 1. Review and None Favorable; Section Head/
endorse the 9 working days Division Chief/
Confirmation Bureau Director
Report Unfavorable;
together with 7 working days
Certificate of
Accreditation.
1.1. If
favorable,
review
and
approval
of the
Confirmati
on Report
and the
Draft
Certificate
of
Accreditat
ion
1.2. If
unfavorab
le, shall
review the
provided
findings
or reason
for
disapprov
al of
accreditati
on.
Approval of the
Confirmation
Report.

Page 212 of 277

STEP 9: 1.1 Approval or Favorable; Undersecretary
disapproval of 3 working days Supervising the
Confirmation Standards
Report and Unfavorable; Bureau
Certificate of 2 working days
Accreditation Support Staff
(Standards
1. If Bureau - SB/
favorable,
for
approval
and
signature
of the
Certificate
of
Accreditat
ion.

2. If
unfavorab
le, the
Support
Staff shall
send the
Confirmati
on Report
to the
SWDA
through
email and
via
courier.
STEP 10: Releasing of None 1 working day Support Staff
Confirmation (depending on (Standards
Report and the choice of Bureau - SB)
Certificate of the applicant)
Accreditation.

If favorable,
Send the
Confirmation
Report and
notify the
availability of the
Certificate of
Accreditation for
release through
various means

Page 213 of 277

per preference
indicated in the
application form.
(direct pick-up or
courier)
TOTAL
None 19 working days
For Complete and Compliant:
For Complete Requirements with None 14 working days
Areas for Compliance:

For Incomplete Submission: None 3 working days

*The number of minutes shall be included on the total working days.

19.9. Accreditation of Pre-Marriage Counselors (PMCs)

Refers to the process of assessing the Pre-Marriage Counselors if they are

compliant to set standards.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Government to Client (G2C)
Transaction:
Who may avail: All Practicing/Planning to practice Pre-Marriage
Counseling Sessions
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
 One (1) copy of Duly DSWD Field Office VIII
Accomplished Application Form Magsaysay Boulevard, Tacloban
City

DSWD Website
https://www.dswd.gov.ph/issuances/
MCs/MC_2019-001.pdf

Annex A. (PMC Form_App)

● One (1) photocopy of the following
documents (original copies must be
presented):

1. Any of the following as proof that

the applicant is a graduate of
four (4) year course:

a. Photocopy of Certificate of Applicant

graduation/college diploma or
transcript of records; or

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b. Certified photocopy of valid Professional Regulation Commission
PRC ID.

2. Photocopy of Training Training Provider

Certificates/Certificates from
seminars, conferences, training,
and other related activities on
basic counseling service for at
least twenty-four (24) four hours.
If original copy is unavailable, a
certified true copy of the
certificate of
participation/attendance from the
training provider will be
accepted;

3. Any of the following as proof that Applicant’s Immediate Supervisor

applicant is tasked to
assist/conduct PMC sessions
and/or part of the local PMC
Team, if applicable:

a. Certification from immediate

Supervisor; or
b. An approved resolution.

4. Documentation of at least six (6) DSWD Field Office VIII

PMC sessions, which captures Magsaysay Boulevard, Tacloban
the role performed by the City
applicant as proof that he/she
has assisted in the PM DSWD Website
Counseling session; and https://www.dswd.gov.ph/issuances/
MCs/MC_2019-001.pdf

5. Other documents to be made Annex C (Documentation Report

available during the assessment Template)
visit.
Accomplished Marriage Expectation
Inventory Form of would-be-married
couple/s present during the validation
visit.
FOR RENEWAL
1. Certificates of training, seminars,
orientation and other related or
similar activities on marriage
counseling or topics related to
pre-marriage counseling such as
but not limited to Gender and
Development, Human Maturity,
Value Clarification and

Page 215 of 277

Responsible Parenting for at
least twenty-four (24) hours
within the validity period of the
preceding certificate.

2. Accomplishment Report for the DSWD Field Office VIII

past year with at least a Magsaysay Boulevard, Tacloban
minimum of ten (10) PMC City
sessions conducted preceding
the application using the DSWD Website
template provided by DSWD https://www.dswd.gov.ph/issuances/
(Annex D); MCs/MC_2019-001.pdf

3. Summary documentation of PMC Annex D (Annual Accomplishment

session/s conducted for the past Report)
year using the template provided
by DSWD (Annex C);

4. Other documents to be made Annex C (Documentation Report

available during the validation Template)
visit.

a. Accomplished Marriage
Expectation Inventory Form of
would-be-married couple/s
present during the validation
visit.

b. Accomplished and consolidated Annex F (Feedback Survey

result of client Template and Form)
feedback/satisfaction survey
(See Annex F) for the template)
of about fifty (50) percent of the
total number of counselled
couples for the past year; and

A summary/record on the number of

Certificate of Marriage Counseling
issued.
PROCESSING
CLIENT AGENCY FEES TO TIME PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstances
A. Assessment Procedures for Walk-in Applicants

Page 216 of 277

STEP 1: Provides client None *5 minutes Support Staff in
Secures application form, charge of all
application and checklist of incoming
form thru the requirements documents
DSWD (Standards
Website/Stand Section)
ards Section
STEP 2: Receive the None *5 minutes Support Staff in
Submit/ file documentary charge of all
application and requirements incoming
supporting and shall provide documents
documents at the applicant (Standards
Standards with an Section)
Section application
reference
number for easy
tracking and
reference.
STEP 3: Awaits 1.1 Reviews and None *10 minutes Technical Staff
for assesses the or Officer of the
acknowledgem completeness of day / Support
ent or the Staff in charge
notification requirements/do of all incoming
relative to the cuments documents
application. submitted to wit: (Standards
Section)
1.2 If found
complete/sufficie
nt, acknowledge
receipt of
application and
notifies applicant
and coordinate
for the schedule
of assessment
visit.

1.3 If found
insufficient/have
not met required
qualification and
requirements,
acknowledge
receipt and
notify the
applicant on the
lacking
requirements,
provide

Page 217 of 277

necessary
technical
assistance and
return all the
submitted
documents.
Step 4: Provide the None *5 minutes Support Staff-
Accomplish applicant (Standards
and drop the Organization the Section)
Customer’s Customer’s
Feedback Form Feedback Form
in the drop box.
STEP 5: Conducts None 2 working days Technical Staff
Prepare for the validation or Officer of the
Actual assessment to day (Standards
Assessment include the Section)
following:

a. Brief
overview on
the
assessment
process;
b. Observation
on the
counseling
session; and
c. Exit
Conference
STEP 6: Awaits 1.1 Final None 7 working days Technical Staff/
the approval of Assessment of Section Head/
the application/ the application Division
confirmation documents and Chief/Support
report/issuance result of the Staff
of the actual
Certificate accreditation
assessment.

1.2 Prepares the Regional

confirmation Director
report, with the
following
possible content:

a. If favorable,
inform
applicant on
the approval

Page 218 of 277

of his/her
accreditation.

b. If
unfavorable,
recommend
for re-
assessment.

1.3 Forwards to
the office of the
RD for
approval/signatu
re.

1.4 Approval and

signature of the
documents
STEP 7:
Support Staff
Receives the Release of
None 1 working day (Standards
Accreditation Certificate
Section)
Certificate
TOTAL
For Complete and Compliant: None 10 working days

For Complete Requirements with

Areas for Compliance: None 25 minutes
Processing Procedures of Applications submitted at Standards
Section through Mail/Courier:
STEP 1: Send Log receipt into None *15 minutes Support Staff in
the Application the Document charge of
Form together Tracking System incoming
with the (DTS) for documents
prescribed Standards (Standards
documentary Section. This Section)
requirements shall be route to
for PMC the Assigned
Accreditation Technical Staff.
through Mail or
Courier to:
Standards
Section
DSWD Field
Office VIII
Magsaysay
Boulevard,
Tacloban City

Page 219 of 277

STEP 2: Awaits 1.1 Reviews and None *10 minutes Technical Staff
for assesses the or Officer of the
acknowledgem completeness of day / Support
ent or the Staff in charge
notification requirements/do of all incoming
relative to the cuments documents
application. submitted to wit: (Standards
Section)
1.2 If found
complete/sufficie
nt, acknowledge
receipt of
application and
notifies applicant
and coordinate
for the schedule
of assessment
visit.

1.3 If found
insufficient/have
not met required
qualification and
requirements,
acknowledge
receipt and
notify the
applicant on the
lacking
requirements,
provide
necessary
technical
assistance and
return all the
submitted
documents.
STEP 3: Conducts None 2 working days Technical Staff
Prepare for the validation or Officer of the
Actual assessment to day (Standards
Assessment include the Section)
following:

a. Brief
overview on
the
assessment
process;
b. Observation
on the

Page 220 of 277

counseling
session; and
c. Exit
Conference
STEP 4: Awaits 1.1 Final None 7 working days Technical Staff/
the approval of Assessment of Section Head/
the application/ the application Division
confirmation documents and Chief/Support
report/issuance result of the Staff
of the actual
Certificate accreditation
assessment.

1.2 Prepares the

confirmation
report, with the
following Regional
possible content: Director
a. If favorable,
inform
applicant on
the approval
of his/her
accreditation.

b. If
unfavorable,
recommend
for re-
assessment.

1.3 Forwards to
the office of the
RD for
approval/signatu
re.

1.4 Approval and

signature of the
documents
STEP 5: Release of None 1 working day Support Staff
Receives the Certificate (Standards
Accreditation Section)
Certificate

Page 221 of 277

Step 6: Provide the None *5 minutes Support Staff
Accomplish applicant (Standards
and drop the Organization the Section)
Customer’s Customer’s
Feedback Form Feedback Form
on the drop
box.
TOTAL
For Complete and Compliant: None 10 working days

For Incomplete Submission: None 3 working days

*The number of minutes shall be included on the total working days.

19.10. Accreditation of Civil Society Organizations (CSOs) as

Beneficiaries of DSWD Programs and/or Projects

The process of assessing the applicant to determine whether a Civil Society

Organization is eligible to become beneficiaries of DSWD projects and/or
programs using DSWD funds.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: Any group made up of organized individuals bound
by common interests and/or are confronted by a
calamity, social condition, problem, issue or crisis
and who need government support through projects
or programs which they can access after having
gone through social preparation.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
A. DSWD-Organized Beneficiary
CSO Applicants

1. Certificate of Compliance issued by DSWD Field Office VIII - Standards

the regional head of the applicable Section
DSWD program or project, e.g. ARDO Magsaysay Boulevard, Tacloban City,
or RPC. The content of the certification Leyte
must attest that the applicant CSO has
met all the requirements of the DSWD DSWD Website
program or project and in accordance https://www.dswd.gov.ph/issuances/MCs
with the minimum accreditation /MC_2017-017.pdf
requirements that are applicable under
Section 65 of the 2020 General Template: Certificate of Compliance

Page 222 of 277

Appropriations Act (GAA).
B. Requirements for Other CSO DSWD Website
Applicants https://www.dswd.gov.ph/issuances/MCs
/MC_2017-017.pdf
1. One (1) copy of duly accomplished
and duly sworn Beneficiary CSO DSWD-SB-CSOA-001A
Accreditation Application Form
2. Proof of existence or presence of the
CSO in its stated address and area of
operation or organization, namely:

a. Pictures of office and Applicant

direction sketch; and

b. At least one of the

following documents:

- barangay certification
- certification or endorsement
from at least two (2) publicly
known individuals in the
community
- other documents showing proof
of existence
3. Proof of organization, namely:

a. organizational chart or Applicant

governance structure;
and
DSWD Website
b. date of organization, list https://www.dswd.gov.ph/issuances/MCs
of officers and members /MC_2017-017.pdf
with their complete
names, dates of birth (if DSWD-BCSOA-001C
known and or registered),
complete address, and
contact numbers, if
available
4. If the CSO Applicant has received DSWD Website
public funds prior to its application, a https://www.dswd.gov.ph/issuances/MCs
certificate of good standing from the /MC_2017-017.pdf
government agency or agencies from
which it has received such public funds, DSWD-BCSOA-002
specifically stating that the CSO has
liquidated, in accordance with COA
regulations, all fund transfers due for
liquidation

Page 223 of 277

5. Proof of having undergone Social DSWD Website
Preparation form the DSWD by the https://www.dswd.gov.ph/issuances/MCs
designated Regional Program/Project /MC_2017-017.pdf
Officer of the DSWD Program or
Project where the CSO applicant is DSWD-BCSOA-003
seeking funds.
PROCESSING
CLIENT AGENCY FEES TO TIME* PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstance)
A. Process for DSWD-Organized Beneficiary CSO
STEP 1: A Receives and
DSWD- records the
Organized application at the None *30 minutes Support Staff
CSO Applicant Document (Standards
shall submit the Tracking System Section)
Certificate of (DTS)
Compliance to
the Field Office
Accreditation
Committee
(FOAC)
Secretariat/Sta
ndards Section
STEP 2: The The FOAC None 5 working days Technical Staff
applicant CSO Secretariat shall (Standards
awaits for conduct initial Section)
notification desk review of
relative to the the documents
application received.

STEP 3: 3.1. If compliant, None 3 working days Technical

The applicant the FOAC Staff/Support
CSO awaits for Secretariat shall Staff/Section
notification then endorse the Head/Division
relative to the Certificate of Chief/Regional
application Compliance to Director
while the FOAC the FOAC
Secretariat including the
endorses the abstract or
applications to matrices.
the FOAC
3.2. If non-
compliant, the
FOAC
Secretariat will
prepare a
transmittal
indicating the

Page 224 of 277

findings in the
applications. The
transmittal shall
be signed by the
Regional
Director and will
be sent to the
DSWD Program
where the CSO
is seeking funds.

STEP 4: The FOAC None 5 working days Technical Staff

The applicant members shall (Standards
CSO awaits for deliberate the Section)
notification applications
relative to the which passed FOAC Members
application the initial desk
while the FOAC review.
members
deliberate the
compliant
applications
STEP 5: The FOAC None 2 working days Technical Staff
The applicant members shall (Standards
CSO awaits for endorse the Section)
notification deliberated
relative to the applications to FOAC Members
application the Regional
while the FOAC Director for
endorses the approval with
deliberated attached FOAC
applications to Resolution.
the Regional
Director
STEP 6: Awaits 6.1. Final None 2 working days Regional
approval or Review and Director
denial of the evaluation
application for
accreditation 6.2. 1 working day Technical Staff
Confirmation (Standards
letter on the Section)
result of the
evaluation

6.3. Approval of 1 working day Regional

the Certificate of Director
Accreditation

Page 225 of 277

STEP 7: 1.1 Notify the None 1 working day Support Staff
Receives the Applicant (Standards
Certificate of Organization on Section)
Accreditation or the availability of
the Denial the Certificate
Letter
1.2 Issues the
Certificate of
Accreditation or
the Denial Letter
TOTAL
None 20 working days
Complete and Compliant:

Incomplete and Non-Compliant: None 8 Working days

*The number of minutes shall be included on the total 20 working days.

A. Process for Non-DSWD Organized CSO Applicants

(Submissions in person or by mail)
STEP 1: The CSO Receives and None *30 Support
representative files records the minutes Staff
the Application Form application at the (Standards
together with other Document Tracking Section)
documentary System (DTS)
requirements to the
Standards Section
where the CSO
applicant is located
and/or operating.
STEP 2: The 2.1. Upon receipt of None 2 working Technical
applicant CSO awaits the application, the days Staff
for notification relative FOAC Secretariat (Standards
to the application shall conduct desk Section)
review to examine
the authenticity of
submitted
documents and
determine if these
are complete in form
and in substance.
2.2. If the application
documents are
found to be
incomplete, the CSO
applicant shall be
immediately
informed of the

Page 226 of 277

defect or deficiency
in its documents.
2.3 If the application
documents are
complete, the FOAC
Secretariat shall
proceed with posting
notices and
conducting validation
and ocular
inspection.

STEP 3: The 3.1. Notice of the None 5 working Technical

applicant CSO awaits application shall be days Staff
for notification relative posted in a publicly (Standards
to the application conspicuous place Section)
while posting of within the DSWD
notice, validation and Field Office (FO) VIII
ocular inspection are compound, the
being conducted DSWD FO website,
and the DSWD
website with
invitation to
interested parties to
submit sworn reports
of any derogatory
record involving the
CSO applicant or
any of its officers.
3.2. If a Derogatory
Report is received,
the FOAC
Secretariat shall
notify the CSO
applicant within
three (3) working
days from receipt
thereof and require
the CSO applicant to
submit an
explanation or
comment not later
than five (5) working
days from notice. the
Derogatory Report
and the CSO
applicant's written
explanation shall
form part of the
application

Page 227 of 277

documents.
3.3. The FOAC
Secretariat may
receive Derogatory
Reports against a
CSO applicant at
any stage of the
application process,
and any such
Derogatory Report
received shall
immediately be
included in the
documents of the
CSO applicant for
consideration.

STEP 4: Actual Conducts validation None 2 working Technical

validation and ocular visit to the applicant days Staff
inspection CSO’s address or (per agreed (Standards
location schedule) Section)

STEP 5: The The FOAC None 3 working Technical

applicant CSO wait Secretariat shall days Staff
for notification relative then complete its (Standards
to the application final assessment Section)
while the FOAC and examination of
Secretariat conducts the application, and
its assessment, prepare an Abstract
examination and Report containing
endorsement of the FOAC
application Secretariat's findings
and assessment.
The FOAC
Secretariat shall
then endorse the
application together
with the
Abstract/Validation
Report to the FOAC
for deliberation.

Page 228 of 277

STEP 6: Awaits Upon receipt of the None 6 working Technical
approval or denial of endorsement with days Staff
application Abstract Report and (Standards
all documents from Section)
the FOAC
Secretariat, the FOAC
FOAC shall then Members
convene to
deliberate the
applications and
recommend to the
Regional Director
the grant or denial of
the application.
STEP 7: Receives the 7.1. The Regional None 2 working Regional
Certificate of Director shall act on days Director
Accreditation or the the recommendation
Denial Letter of the FOAC and
take final action on
the application.

7.2. Notify the Support

Applicant Staff
Organization on the (Standards
availability of the Section)
Certificate

7.3 Issues the

Certificate of
Accreditation or the
Denial Letter
TOTAL
None 20 working days
Complete and Compliant:

Incomplete and Non-Compliant: None 2 working days

*The number of minutes shall be included on the total 20 working days.

19.11. Accreditation of Civil Society Organizations (CSOs) Organized by

the Sustainable Livelihood Program as Beneficiaries Using DSWD Funds

The process of assessing the applicant to determine whether a Civil Society

Organization organized by the Sustainable Livelihood Program is eligible to
become beneficiaries using DSWD funds.

Office or Division: Standards Section

Policy and Plans Division

Page 229 of 277

Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: Any group organized by the Sustainable Livelihood
Program bound by common interests and/or are
confronted by a calamity, social condition, problem,
issue or crisis and who need government support
through projects or programs which they can access
after having gone through social preparation.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Certified True Copy of the Certificate DSWD Field Office VIII - Standards
of Eligibility issued by the Sustainable Section
Livelihood Program- Regional Program Magsaysay Boulevard, Tacloban City,
Management Office (SLP-RPMO) Leyte

2. Endorsement of Sustainable DSWD Website

Livelihood Program Associations https://www.dswd.gov.ph/issuances/MCs
(SLPAs) with Certificate of Eligibility /MC_2020-026.pdf
signed by the Regional Program
Coordinator (to include the project/s Send an e-mail to:
approved, address of the SLPA, and
the budget approved for the project) [email protected]
PROCESSING
CLIENT AGENCY FEES TO TIME* PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstance)
Accreditation Process
STEP 1: Receives and
Endorsement records the
of requirements application at the None *30 minutes Support Staff
to Standards Document (Standards
Section Tracking System Section)
(DTS)
STEP 2: The The Standards None 2 working days Technical Staff
SLP-RPMO Section shall (Standards
awaits for conduct initial Section)
notification desk review of
relative to the the documents
application received.

Page 230 of 277

STEP 3: 3.1. If compliant, None 3 working days Technical
The applicant the Standards Staff/Support
CSO awaits for Section shall Staff/Section
notification then endorse the Head/Division
relative to the applications to Chief/Regional
application the Regional Director
while the Director as basis
Standards for the issuance 2 working days
Section of the Certificate None
endorses the of Accreditation.
applications to
3.2. If the
the Regional
requirements are
Director
found to be
incomplete, the
application
requirements
shall be returned
to SLP-RPMO
for compliance
by submitting the
needed
document/s.

STEP 4: Awaits 6.1. Final None 1 working day Regional

approval or Review and Director
denial of the evaluation
application for 1 working day
accreditation Regional
6.2. Approval of Director
the Certificate of
Accreditation
STEP 5: 1.1 Notify the None 1 working day Support Staff
Receives the Applicant (Standards
Certificate of Organization on Section)
Accreditation or the availability of
the Denial the Certificate
Letter
1.2 Issues the
Certificate of
Accreditation or
the Denial Letter
TOTAL
None 8 working days
Complete and Compliant:

Incomplete and Non-Compliant: None 4 Working days

*The number of minutes shall be included on the total 8 working days.

Page 231 of 277

19.12. Interim Process on the Accreditation on the Accreditation of Pre-
Marriage Counselors During a State of National Emergency or Calamity

Refers to the interim process of assessing the Pre-Marriage Counselors if they

are compliant to set standards.

Office or Division: Standards Section

Policy and Plans Division
Classification: Highly Technical (Frontline)
Type of Transaction: Government to Client (G2C)
Who may avail: All Practicing/Planning to practice Pre-Marriage
Counseling Sessions
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Google Form Online Registration DSWD Field Office VIII
Magsaysay Boulevard,
Tacloban City

Send an e-mail to:

[email protected]

Per DSWD Administrative Order No. 14 Series DSWD Field Office VIII
of 2009 Magsaysay Boulevard,
Tacloban City

NEW APPLICANT DSWD Website

https://www.dswd.gov.ph/issu
1. Accomplished Application Form ances/AOs/AO_2009-014.pdf

2. Certificate of graduation/college diploma or Send an e-mail to:

transcript of records from last school attended
[email protected]
3. Certificate of attendance from PMC orientation
program

4. Certificate from immediate supervisor that the

applicant is tasked to conduct PMC sessions

5. Summary Documentation of PMC session/s

conducted by the applicant in the past six (6)
months period should be made available

Page 232 of 277

FOR RENEWAL DSWD Field Office VIII
Magsaysay Boulevard,
Scanned copy of the following documents: Tacloban City

1. Accomplished Application Form DSWD Website

2. Certificates of attendance to at least eight (8) https://www.dswd.gov.ph/issu

hours of training every year (24 hours training in ances/AOs/AO_2009-014.pdf
three years) on topics such as but not limited to
Human Maturity, Value Clarification, Authentic Love, Send an e-mail to:
Responsible Parenting and Gender Development
[email protected]
3. Accomplishment reports for the past three (3)
years preceding the application

4. Sample of summary documentation of PMC

session/s conducted within three (3) years period

PROCESSING
CLIENT AGENCY FEES TO TIME PERSON
STEPS ACTIONS BE PAID (under normal RESPONSIBLE
circumstances
A. Pre-Assessment

STEP 1: Provide client with None *5 minutes Support Staff in

Online google link. charge of all
Registration incoming
(Fill-out google documents
form to register (Standards
intent to apply Section)
for
accreditation
(new/renewal)
and submit
STEP 2: 1.1 Notify None *10 minutes Technical Staff
Submission of applicant via email or Support Staff
scanned to submit in charge of all
application application and incoming
form and other requirements documents
requirements. (Standards
Email to 1.2 Provides client Section)
Standards application form
Section or and checklist of
submission of requirements
hard copies via
courier.

Page 233 of 277

STEP 3: Reviews and None Three (3) Technical Staff
Wait for the assesses working days (Standards
acknowledgem completeness of Section)
ent/email the
notification on requirements/docu
the result of the ments submitted to
pre- wit:
assessment of
requirements 1.1 If found
complete/sufficient
, acknowledge
receipt of
application and
notifies applicant
and coordinate for
the schedule of
accreditation
assessment
observation.
1.2 If found
insufficient/have
not met the
required
qualification and
requirements,
acknowledge
receipt and notify
the applicant on
the lacking
requirements,
provide necessary
technical
assistance and
return all the
submitted
documents.

Email
notification/acknow
ledgement.

Note: The DSWD will implement 4:00 p.m. cut-off on the submitted complete
documents. Applications received after 4:00 p.m. shall be considered as next
working day transaction.

B. Accreditation Assessment Observation

Live PMC Session (via google meet, zoom or messenger)

Page 234 of 277

STEP 1:  Ensure stable None One (1) working Technical
Setting-up of internet day Staff
Live connectivity. (Standards
Conferencing  Accept invitation Section)
and Actual and join video
conduct of conference room.
PMC Session  Prepare
assessment tool.
 Conduct a brief
orientation re:
accreditation
process with the
applicant prior
start of the
session.
 Observe the
entire session.
 Provide a brief
post assessment
observation.
For Recorded Video

STEP 1:  Notify applicant None One (1) working Technical

Upload (google on the receipt of day Staff
drive) or email the file video. (Standards
recorded video  Contact the Section)
of actual PMC applicant and
Session provide brief
conducted or orientation on the
submit accreditation
recorded file in process.
a flash  Observe and
drive/compact watch the full
disk via courier video
presentation.
 Contact applicant
after watching the
video and provide
a brief post
assessment
observation.
STEP 2:  Prepares the None Seven (7) Technical
Awaits the confirmation working days Staff/Section
approval of the report, with the Head/Division
application/conf following possible Chief
irmation content:
report/issuance
of the a. If favorable,
Certificate inform applicant on

Page 235 of 277

the approval of
his/her
accreditation.

b. If unfavorable,
recommend for re-
assessment.

 If assessment is
favorable,
prepare the
certificate as well.
 Submit for
approval of the
Regional
Director.
STEP 3: Email e-copy of None One (1) working Support Staff
Receives the confirmation day (Standards
Accreditation report and Section)
Certificate Certificate
TOTAL
For Complete and Compliant None 12 working days
For Complete Requirements with None 25 minutes
Areas for Compliance
*The number of minutes shall be included on the total 12 working days.

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Page 236 of 277

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

20. Disaster Response and Management Division

20.1. Grievance Mechanism

Office or Division: Disaster Response Management Division

Classification: Non-Frontline Service
Type of G2G – Government to Government
Transaction: G2C – Government to Citizens
Who may avail: Disaster-affected families/LGUs
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Complaint through referrals, emails, snail
mail, walk-in, call, text, social media and
Client and Referring Parties
others
Total No. of Steps: Eight (8)
Total Processing
9 days and 5 minutes
Time:
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
Submission of None 10 minutes Receiving
Complaint Officer /
through 1. Receive the Grievance
referrals, e- referral/ complaints Officer
mail, snail
and review the
mail, walk-in,
call, text, content of it.
social media
and others.

Page 237 of 277

2. Read and input None 15 minutes Grievance
in the Officer
database the
details of
referrals/
complaints
such as
Reference
Number,
Referring
Party/ Name of
Complainant,
Type of
Complaint,
Mode of
Complaint,
Complaint
details,
Address,
Remarks/
Actions Taken,
Status,
Validator,
Responsible
Person, Date
Received.
3. Assess if the
intention of the
client is either
Inquiries or
Complaint

If inquiries, None 15 minutes Grievance

immediately Officer
respond to the
client through
email, snail
mail, call, text,
walk-in, etc.
and marked it
as “Resolved”.

If it is a None 15 minutes Grievance

Page 238 of 277

complaint, Officer
escalate the
grievance to
responsible
person or
responsible
validator (
DRMD PDOs,
4ps, Soc Pen,
SLP,
SWADTs,
PATs, MATs,
LGU /
MSWDO, and
others
4. Conduct None Within 3 – 5 Validator
Validation days (DRMD PDOs,
4ps, Soc Pen,
SLP, SWADTs,
PATs, MATs,
LGU / MSWDO,
and others).
5. Submit None 1 day after the Validator
feedback conduct of (DRMD PDOs,
Report to validation 4ps, Soc Pen,
DRMD SLP, SWADTs,
Grievance PATs, MATs,
Officer LGU / MSWDO,
and others).
6. Receive None 10 minutes Grievance
Feedback Officer
Report from
the Validator
7. Prepare Within Within a day Grievance
communication the day Officer
letter and upon
receipt of
submit the
feedback
actions taken / report
feedback to
the client /
referring
parties such as
Office of the

Page 239 of 277

Ombudsman,
Hotline 8888,
PACC, DILG,
CSC,
CO/OSEC/OB
SUs, CIDG,
private sectors,
institutions,
organizations,
etc.
8. Submit None Within a Day Grievance
Grievance Officer
Reports to the
Office of FO8
Hotline Center
for
Consolidation
and submit to
FO8 SAP Task
Force or to
Central Office
if required
TOTAL 9 days and 5 minutes

20.2. Disaster Response and Recovery Section Transaction

20.2.1. Request for Relief Augmentation

Office or Division: Disaster Response and Recovery Section

Disaster Response Management Division
Classification: Frontline Service
Type of Transaction: G2G – Government to Government
Who may avail: Disaster-affected families/LGUs
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Request Letter & Disaster Report Requesting LGU
Requisition and Issue Slip (RIS) Disaster Response & Management
Relief Distribution Sheet (RDS) Division (DRMD)
Total No. of Steps: Ten (10)
Total Processing Time: 3 days, 2 hours, and 15 minutes

Page 240 of 277

CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
Submission of 1. Receive, None 30 minutes DRRS
Letter Request Receiving
review, and
(with attached Officer
disaster report) validate the
duly signed by Letter Request,
the authorized check availability
office of stocks,
addressed to records details
the Regional including date of
Director thru
receipt.
DRMD
2. Notify None 1 day DRRS Admin
requesting party staff and PDO
of the lacking
documents if
there is (e.g.
Disaster Report).

3. Facilitate
approval of the
Letter Request
by the Section
Head then the
OIC-Division
Chief.

4. Issue
Allocation
Receipt (AR)
form approved
by Section Head
and OIC-Division
Chief

5. Endorse the
approved
request/
Allocation
Receipt (AR)
form to RROS

6. Prepare None 30 minutes RROS

Requisition
Issuance Slip
(RIS) and
facilitate
signatories of the
document by the

Page 241 of 277

Requisitioner
(Requesting
LGU), Approving
Agency
(Regional
Director), and the
Receiver
(Regular
Personnel from
LGU who
receives the
goods).

7. Inform the
LGU on the
approved
allocation of
relief goods.
Notify the LGU
the delivery date
(if goods will be
delivered) or
withdrawal date
(if goods are to
be withdrawed
by the LGU)
8. Facilitate the None 1 day DRMD
distribution of SWADTs/
Withdraw / relief goods PATs/ MATs
Received the using the Relief QRT
relief goods Distribution
and assist in Sheet (RDS) to
the distribution the affected LGU
of relief goods in coordinating
with the
Requesting LGU.
Secure and 9. Receive the None 15 minutes DRMD PFO
turn over the Relief assigned in the
Relief Distribution area
Distribution Sheet and
Sheet (RDS0 submit it to
to DRMD PDO DRMD – DRRS
assigned in the
area
10. Prepare and 1 day DRRS
submit report on None
the LGU
Requests for
Augmentation
weekly or as the

Page 242 of 277

need arises
TOTAL None 3 days, 2 hours, and 15 minutes

20.2.2. Request for Early Recovery and Rehabilitation PPAs

Office or Division: Disaster Response Management Division

Classification: Non-Frontline Service
Type of Transaction: G2C – Government to Government
Who may avail: Disaster-affected families/LGUs
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Letter Request
2. Project Proposal
3. Masterlist
4. Certificate of Eligibility Requesting LGUs
5. Disaster Terminal Report
6. Rehabilitation Plan
7. MOA
Total No. of Steps: Thirteen (13)
Total Processing Time: 32 days, 4 hours and 40 minutes
CLIENT AGENCY FEES PROCESSING PERSON
TO BE
STEPS ACTIONS TIME RESPONSIBLE
PAID
Submission of 1. Receive and
Letter Request record the
with attached documents
disaster report submitted by the
duly signed by requesting LGU.
the authorized
office 2. Notify requesting DRRS
addressed to party on the
None 5-15 minutes Receiving
the DSWD FO lacking documents
Regional (if there is) and Officer
Director thru issue
DRMD acknowledgement
receipt of the
documents
submitted.

3. Review request
details, verify
request
information based
None 14 days DRRS and
on submitted
SWADT
DROMIC report
4. Prepare request
receipt and

Page 243 of 277

endorsement
letter for review
and approval of
section head and
division chief.
5. Prepare
communication
letter to LGU
informing that
request letter now
endorsed to
Central Office.
6. Identify Mode of
Payment,
coordinate with DRRS
identified staff,
office regarding
mode of payment
7. Prepare and
facilitate signing of
OB/DV and other
attached
documents.
8. Records voucher
and forward to
Budget Section for
Obligation.
9. Monitor/coordinate
status of
documents at
accounting section
10. Approve DV,
coordinate with
SWADT/LGU DRRS, FMD,
regarding None 18 days
schedule of and SWADT
payout and
Admin office of
logistical
support.
11. Social
Preparation at
the LGU.
12. Process DV for
encashment
based on the
identified mode
of payment
13. Encash cheque
and conduct
payout

Page 244 of 277

32 days, 4 hours and 40
TOTAL None
minutes

20.3. Regional Resource Operation Center

20.3.1. Volunteer’s Registration and Deployment

Provision of volunteer services during DSWD Disaster Operations (e.g.

Repacking of Relief Goods, Reconditioning/Sorting/Loading/Unloading of
Goods.

Office or Division: Regional Resource Operations Center

Disaster Response Management Division
Classification: Non-Frontline Service
Type of Transaction: G2C – Government to Client
Who may avail: Any interested person/group (18 years old and above)
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Any Valid Identification Card Client
2. Filled-up Registration Regional Resource Operations
3. Waiver Forms Center
Total No. of Steps: Five (5) Steps
Total Processing
One (1) Hour and Ten (10) Minutes
Time:

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
Coordinate 1. Received None 3 minutes Production In-
with RROC information, set charge
Focal Person schedule,
on schedule for inform
volunteer interested party
activities of date
scheduled of
volunteering.
Proceed to 2. Check None 2 minutes Production In-
registration and documents if charge
signing of properly
signed and
waiver filled-up with
correct/exact
information
3. Proceed to 3.1 Conduct None 30 minutes Production In-
orientation orientation on charge/DBMS
area the role of In-charge

Page 245 of 277

volunteers
inside the
warehouse
3.2 Tasking/ None 5 minutes Production In-
deployment charge
4. Request None 20 minutes RROC
Evaluation volunteers for Head/Warehous
feedback from ing In-charge
their volunteer
experience to
elicit
suggestions/rec
ommendations
Awarding of 5. Issuance of None 10 minutes Admin staff
volunteer certification
Certificates
TOTAL 1 hour and 10 minutes

20.3.2. Local In-Kind Donations Facilitation

Facilitate assessment, receipt and documentation of Local In-kind Donations

Office or Division: Regional Resource Operations Center

Disaster Response Management Division
Classification: Non-Frontline Service
Type of Transaction: G2C – Government to Client
Who may avail: Any interested person/group
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Acknowledgement Receipt of In-kind Regional Resource Operations
Donations Center
Total No. of Steps: Three (3)
Total Processing Time: Twenty (20) Minutes

CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
Coordinate Check for Need None 5 minutes Donation-in-
with the of Donated charge
Donation in- Items and
charge Ensure
Compliance to
Agency
Guidelines on
Foreign and
Local Donations
(Acceptance
and Rejection)

Page 246 of 277

Turn Over of ACCEPTANC None Depends on Receiving
Donated E OF volume of Officer &
Goods DONATED donations. 10 Donation Unit
ITEMS: minutes for
Conduct simple
quality (e.g. donations.
expiration
dates) and
quantity
checking of the
donated
goods/items
Conform Prepare
Acknowledgem Acknowledgem None 5 minutes Receiving
ent Receipt for ent Receipt for Officer &
In-Kind Donation Unit
In-Kind
Donations for
Donations for DRRM for the
DRRM acceptance of
the donated
goods/items
TOTAL None 20 minutes

20.4. Disaster Response Information and Management Section

20.4.1. DROMIC Reporting

Gathering of data and disaster reporting flow on the affected LGUs of

disasters and natural calamities in the region.

Office or Division: Disaster Response Information and Management

Section
Classification: Non-Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: LGUs
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Disaster Reports LGU, PDOs, SWADTs
Total No. of Steps: Seven (7) steps
Total Processing Time: 3 days and 13 hours
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
Submission of 1.Preparation of None 12 hours DRIMS
report on report on
preparedness preparedness
measure measures

Page 247 of 277

C/MDRRMO
and C/MSWDO -Consolidate
addressed to the current
the Regional actions of the
Director. field office
relative to
disaster
incidents.

-Check the
availability of
standby fund;
the status of
FNFI stockpile;
the availability
of logistics; and
the capacity of
the workforce.

- Prepare a
report on the
preparedness
activities of the
Field Office at
least twelve
(12) hours
before the
PDRA meeting

2. Send the
report on
preparednes
s measure to
the SWADTs
and the
Central
Office.

3. SWADTs to
consolidate
the report of
the LGUs.
4. Send the None 1hour SWADTs
preparednes
s of the
LGUs to
DRIMS
Submission of 5. Receive None 1 day LGU
initial report initial report
duly signed by of LGUs

Page 248 of 277

C/MDRRMO
and C/MSWDO
addressed to
the Regional
Director
Submission of 6. Receives None 1 day LGU
progress report progress
duly signed by report of
LGUs
C/MDRRMO
and C/MSWDO
addressed to
the Regional
Director
Submission of 7. Receive None 1 day LGU
terminal report terminal
duly signed by report of
LGUs
C/MDRRMO
and C/MSWDO
addressed to
the Regional
Director
TOTAL None 3 days and 13 hours

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Page 249 of 277

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

21. Personnel Administration Section Transactions

21.1. Request for Certificate of Employment

Certificate of Employment (COE) is used to verify the employment history of a

former or current employee of DSWD Field Office VIII. Said document is usually
requested as it is one of the requirements in applying for employment in other
agencies, for loan application and other transactions. The Personnel
Administration Section (PAS) receives Five (5) to Ten (10) requests per day.

Office or Division: Personnel Administration Section

Human Resource Management & Development
Division
Classification: Simple Non-Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: Regular, Casual, and Contractual Employees
including MOA and JO Workers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Duly Accomplished Request Form Personnel Administration Section
Total No. of Steps: Five (5) Steps
Total Processing Time: One (1) hour and Fifteen (15) minutes
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Make a 1. Provide a None 5 minutes Admin Staff of
request by Request Form PAS
accomplishing to the

Page 250 of 277

the Request requesting
Form. party.
2. Submit the 2. Receive the None 5 minutes Admin Staff of
duly duly PAS
accomplished accomplished
Request Form
Request Form and assign a
to the admin control number.
staff of PAS. Then forward
the same to the
Section Head of
PAS for
approval.
3. Wait for the 3. Preparation None 15 minutes Concerned
release of the of Certificate of Admin Staff of
requested Employment PAS
(COE).
Certificate of
3.1. Endorse None 5 minutes Admin Staff
Employment. the prepared
COE to the
Section Head
of PAS for
review and
countersign.
3.2. Review None 5 minutes Section Head of
and PAS
countersigning
of COE.
3.3. Give the None 10 minutes Admin Staff of
duly PAS
countersigned
COE to the
staff in-charge
of outgoing
documents
who will in
turn log and
transmit the
same to the
Office of the
Division Chief
of HRMDD for
signature.
3.4. The None 5 minutes Admin Staff of
admin staff of HRMDD
HRMDD will
receive and
check the
document and
forward the

Page 251 of 277

same to the
Division Chief
for signature.

3.5. Signing of None 5 minutes Division Chief of

the Certificate HRMDD
of
Employment
(COE).
3.6. Return None 10 minutes Admin Staff of
the duly HRMDD
signed COE to
PAS. Then,
Admin Staff of
the admin
staff of PAS PAS
will inform the
requesting
party that the
requested
document is
ready for
release.
4. Advise the None 5 minutes Admin Staff of
4. Get the requesting party PAS
to accomplish
Certificate of the Client
Employment Delight Rating
from PAS and Form so as to
accomplish the get feedback
Client Delight about the kind
of service
Rating Form.
provided by
PAS.
5. Submit the 5. Issue the None 5 minutes Admin Staff of
accomplished Certificate of PAS
Client Delight Employment to
the requesting
Rating Form to party.
PAS.
TOTAL None 1 hour and 15 minutes

21.2. Request for Service Record

Service Record is a document which provides a documentary history of an

employee’s service in an organization. It is often requested by employees for
monitoring purposes only. Some are use as one of the requirements in applying
for monetization and claim for terminal leave benefits. PAS receives one (1) to
five (5) requests for Service Record per day.

Page 252 of 277

Office or Division: Personnel Administration Section
Human Resource Management & Development
Division
Classification: Non-Frontline Services
Type of Transaction: G2C – Government to Citizens
Who may avail: Regular, Casual and Contractual Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Duly Accomplished Request Form Personnel Administration Section
Total No. of Steps: Five (5) Steps
Total Processing Time: One (1) hour and Fifteen (15) minutes
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Make a 1. Provide a None 5 minutes Admin Staff of
request by Request Form to PAS
accomplishing the requesting
the Request
party.
Form.
2. Submit the 2. Receive the None 5 minutes Admin Staff of
duly duly PAS
accomplished accomplished
Request Form
Request Form and assign a
to the admin control number.
staff of PAS. Then forward the
same to the
Section of PAS
for approval.
3. Preparation of None 15 minutes Concerned
3. Wait for the Service Record Admin Staff of
release of the PAS
3.1. Endorse None 5 minutes Admin Staff of
requested
the prepared PAS
Service Service Record
Record. to the Section
Head of PAS
for review and
signature as
“certified
correct”.
3.2. Review None 5 minutes Section Head of
and signing of PAS
Service Record
by the Section
Head of PAS.
3.3. Give the None 10 minutes Admin Staff of
duly signed PAS
Service Record

Page 253 of 277

to the staff in-
charge of
outgoing
documents who
will in turn log
and transmit
the same to the
Office of the
Division Chief
of HRMDD for
signature also
as “noted by”.
3.4. The admin None 5 minutes Admin Staff of
staff of HRMDD HRMDD
will receive and
check the
document and
forward the
same to the
Division Chief
for signature.
3.5. Signing of None 5 minutes Division Chief of
Service Record HRMDD
the Division
Chief of
HRMDD
3.6 Return the None 10 minutes Admin Staff of
duly signed HRMDD
Service Record
to PAS. Then,
Admin Staff of
the admin staff
PAS
of PAS will
inform the
requesting
party that the
requested
document is
ready for
release.
4. Get the 4. Advise the None 5 minutes Admin Staff of
Service Record requesting party PAS
from PAS and to accomplish the
Client Delight
accomplish the Rating Form so
Client Delight as to get
Rating Form. feedback about
the kind of
service provided
by PAS.
5. Submit the 5. Issue the None 5 minutes Admin Staff of
accomplished Service Record PAS
to the requesting

Page 254 of 277

Client Delight party.
Rating Form to
PAS.
TOTAL None 1 hour and 15 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 255 of 277

22. Walk-in Name Matching Data Request
Provision of data corresponding to the individual/s name matching request –
to determine if a household is in the Listahanan database and its corresponding
poverty status.

Office of Division: National Household Targeting System

Classification: Simple
Type of
G2C – Government to Citizen
Transaction:
Who may avail: All walk-in clients
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
National Household Targeting
1. Valid Identification Card/Proof of Identity System – for Poverty
Reduction
Total No. of Steps: Five (5)
Total Processing
60 Minutes
Time:
PERSON
CLIENT AGENCY FEES TO PROCESSIN
RESPONSIBL
STEPS ACTIONS BE PAID G TIME
E
1.The 1.1. The None 5 minutes Administrative
Requesting Administrative Assistant III
Party will fillAssistant receives
out the and Check all the
Walk-in details are filled out
Name by the Client. The
Matching request is
Monitoring forwarded to the
Log. Project
Development
Officer (PDO) for
remarks.
Cuss 1.2. The Project None 10 minutes Project
Development Development
The Officer IV will Officer IV
interview the client
10 to assess if the
request is valid or
necessary.
If approved, the
Information
Technology Officer Information
will process Name None 30 minutes Technology
Matching Officer
Application and
perform Manual

Page 256 of 277

Verification
thereafter.
The CSV results
file will be endorsed Information
to the Project None 10 minutes Technology
Development Officer
Officer IV
The result of name
Receive matching will be
presented by the Project
Name
None5 5 minutes Development
Matching Project
Officer IV
Result Development
Officer IV
TOTAL
5 None 60 Minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

Page 257 of 277

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

23. Data Sharing – Name Matching Process

Provision of data corresponding to the individual/s name matching request – to
determine if a household is in the Listahanan database and its corresponding
poverty status.

Office of Division: National Household Targeting System

Classification: Highly Technical
Type of Transaction: Government to Government (G2G), Government to
Business (G2B), Government to Citizen
Who may avail: All NGAs, GOCCs. NGOs, CSOs, and Private
Foundations for the purpose of utilizing the data for
social protection programs.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
- Letter of Request (indicating reasons for National Household
name-matching) Targeting System
- Electronic copy of the names to be matched
with the prescribed Template.
First Name, Middle Name, Last Name, Extension
Name, Date of Birth (MM)(DD)(YYYY) format,
Province, City/Municipality, Barangay
Total No. of Steps: Nine (9)
Total Processing Time: 3 Days, 6 Hours, 10 Minutes
CLIENT AGENCY ACTIONS FEES TO PROCESSING PERSON
STEPS BE PAID TIME RESPONSIBLE
The The Administrative None 10 minutes Administrative
Requesting Assistant receives Assistant
Party will and records the
endorse their request in the DTS
letter of (DSWD Document
request with Tracking System).
attached e- The request is
copy of names forwarded to the
for name Data Privacy Officer
matching to and for approval.
NHTS/DSWD.
The Administrative
Assistant will advise
the requesting party
that they will receive
an email or call after

Page 258 of 277

1 working day on the
approval of their
request and the
expected schedule
of release of the
results.
The DPO will decide None 2 hours Division Chief
if the request is for Policy and
processing or not. Plans Division /
The request is DPO
forwarded to the
Project
Development Officer
IV
Administrative None 10 minutes Project
Assistant will inform Development
the requesting party Officer IV
on the
approval/disapproval
of the data request.
The approved None 1 hour Information
request is endorsed Technology
to the Information Officer
Technology Officer
to assess if the
attached electronic
copy of names is in
accordance with the
template required.
The Information
Technology Officer
shall inform the
Administrative
Assistant on the
schedule of release
of the results.
Depending on the None 30 days Information
volume or number of (maximum Technology
names to be 10,000 names) Officer
matched, the 3 days
Information (maximum 300
Technology Officer names)
will process the
request on set
deadline.
The Information None 2 hours Information
Technology Officer Technology
will secure the data Officer
by adding password
protection to the file.

Page 259 of 277

After securing the
data, the Information
Technology Officer
will prepare Data
Release Form
(DRF), and burn
results in a compact
disc(CD). then
forward it to the
Project
Development Officer
IV
The Project None 30 Minutes Project
Development Officer Development
IV will sign the Officer IV
Release Form.
The Administrative None 15 minutes Administrative
Section will track Assistant
and scan the
document before
releasing the result
to the requesting
Party.
Call NHTS Upon receiving the None 5 minutes Information
Office result from NHTS, Technology
the requesting party Officer
will contact (thru
phone) the
Information
Technology Officer
for the password of
the file.
TOTAL None 3 days, 6 hours, 10 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500

Page 260 of 277

How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

24. Data Sharing – Data Generation Process

Office of Division: National Household Targeting System

Classification: Highly Technical
Type of Government to Government (G2G), Government to Citizen
Transaction: (G2C), Government to LGU
All NGAs, GOCCs. NGOs, CSOs, and Private Foundations
Who may avail: and LGUs for the purpose of utilizing the data for social
protection programs.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
- Letter of Request (indicating reasons for Data
Generation)
- Special Order or Executive Order for
Designated Data Protection Officer (DPO)
- Original Copy of the Resolution of Governing
National Household Targeting
Board authorizing head of agency to enter into
System
data sharing MOA with DSWD (for NGOs,
CSOs, Private Foundations)
- Sangguniang Panlalawigan/Panglungsod
Resolution Authorizing the Governor or Mayor
to enter into MOA with DSWD (for LGU)

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- Documents attesting to the legitimacy of the
Organization (e.g. SEC Registration,
Government Accreditation / for NGOs, CSOs,
Private Foundations)
- Valid Proof of Identities of the agency head and
DPO (for NGOs, CSOs, Private Organizations)
- Physical Setup Certification and Organizational,
Technical, and Security Setup Certification
- Memorandum of Agreement
Total No. of Steps: 13
Total Processing Time: 10 Days, 13 Hours, 5 Minutes
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Endorse 1.1. Administrative None 5 minutes Administrative
the letter of Assistant receives Assistant
request on and records the
Data Sharing request in the DTS
(Data Document
Generation) Tracking System).
to (DSWD) The request is
National forwarded to the
Household Data Protection
Targeting Officer for
System – for approval.
Poverty 1.2. Administrative
Reduction Assistant will
(NHTS-PR). advise the
requesting party
that they will
receive an email or
call after 1 working
day on the
approval of their
request.
1.3. Data None 4 hours Data Protection
Protection Officer Officer
will decide if the
request is for
processing or not.
The request is
forwarded to
Project
Development

Page 262 of 277

Officer IV
1.4. Inform the None 30 minutes Project
client on the Development
approval or Officer IV
disapproval of the
data request. If
approved, the
orientation will be
scheduled.
T 2. Requesting 2.1. Orientation on None 2 hours Project
Party will Listahanan, Data Development
attend the Privacy Act, data Officer IV
scheduled
orientation sharing policy, and
with the Data requirements.
Protection
Officer and
Project
Development
Officer.
S 3. Submission 3.1. The signed None 20 minutes Client
of signed MOA and other
Memorandum requirements will
of Agreement
and be forwarded to
documentary the IT Division for
requirements scheduling of the
to the facilities inspection
National and orientation of
Household
Targeting the requesting
System party’s Data
Processor and
Data Protection
Officer
R 4. Present the 4.1. Inspection of None 4 hours Inspection
IT facilities to IT facilities of the Team
the NHTS requesting party,
Inspection
Team. issuance of
Certifications
(Physical Setup
Certification and
Organizational,
Technical and
Security Setup
Certification), and
orientation of the

Page 263 of 277

client’s designated
Data Processor
and Data
Protection Officer.
4.2. Certifications None 2 hours Project
will be attached to Development
the MOA and Officer IV
endorsed by the
NHTS to the Data
Protection Officer.
4.3. Data None 1 day DSWD DPO
Protection Officer
will assess the
MOA, its purpose,
and attachments.
Once approved,
the DPO will
endorse the MOA
for Director
signature.
4.5. Office of the 3 days Office of the
Regional Director Regional
will review the Director
MOA. Once
signed, the MOA
will be endorsed to
the NHTS for data
processing.
4.6. Information None 3 day 5 days Information
Technology Technology
Officer will Officer
process the
request on set
deadline
4.7. The None 1 day Information
Information Technology
Technology Officer Officer
will secure the
data by adding
password
protection to the
file. After securing
the data, the

Page 264 of 277

Information
Technology Officer
will prepare data
release form and
burn results in a
compact disc
(CD). The
Information
technology Officer
will counter sign in
the DRF, then
forward the
documents to the
Project
Development
Officer
4.8. The None 5 minutes Administrative
Administrative Unit
Assistant will track
and scan the
document before
releasing the result
to the requesting
Party.
5. Call NHTS 5.1. Upon None 5 minutes Information
for retrieval of receiving the result Technology
password. from NHTS, the Officer
requesting party
will contact (thru
phone) Information
Technology Officer
for the password
of the file.
TOTAL None 10 days, 13 hours, 5 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

Page 265 of 277

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional
are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

25. Data Sharing – Statistical Data Request

Office of Division: National Household Targeting System

Classification: Highly Technical
Government to Government (G2G), Government to
Type of Transaction:
Citizen (G2C), Government to LGU
All NGAs, GOCCs. NGOs, LGUs, CSOs, and Private
Who may avail: Foundations for the purpose of utilizing the data for
social protection programs.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
- Letter of Request (indicating
National Household Targeting System
reasons for Data Generation)
Total No. of Steps: 5
Total Processing Time: 3 Days, 8 Hours, 50 Minutes

Page 266 of 277

CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Endorse The Administrative None 5 minutes Administrative
the letter of Assistant receives Assistant
request and records the
(Statistical request in the DTS
Data) (DSWD Document
addressed to Tracking System).
the DSWD The request is
Director to forwarded to the
the National Data Protection
Household Officer for
Targeting approval.
Section
(NGAs, Administrative
CSOs / Assistant will
NGOs, advise the
LGUs, requesting party
academe that they will
etc.) receive an email or
call after 1 working
day on the
approval of their
request.
The DPO will None 4 hours Data Protection
decide if the Officer
request is for
processing or not.
The request is
forwarded to the
PDO IV.
Inform the client on None 30 minutes Project
the approval or Development
disapproval of the Officer IV
data. If approved,
the request will be
forwarded to the
PDO.
If approved, the None 5 minutes Project
PDO shall endorse Development
the approved Officer IV
request to the
Regional Associate

Page 267 of 277

Statistician for data
generation.
The Regional None 3 days Regional
Associate Associate
Statistician shall Statistician
generate the
requested data
from the
Listahanan
database. The
generated
statistical data can
be in excel or in
any format
available.
S The Project None 4 hours Project
Development Development
Officer shall Officer
endorse the
facilitated data
request to the Data
Protection Officer
for approval and
release.
R 2. Receive Administrative None 10 minutes Administrative
the data Assistant will Assistant
requested facilitate the
release of the
approved data
request to the
requesting party.
TOTAL None 3 days, 8 hours, 50 minutes

Page 268 of 277

Field Office VIII
Internal Services

Page 269 of 277

1. Personnel Administration Section Transactions

1.1. Request for Certification of Leave Credits

Certificate of Leave Credits (CLC) is a document which provides accurate data

on the Leave Credits Balances of regular, casual and contractual employees.
This document is necessary in applying for terminal leave claim, transfer to
another government agency, and for monitoring purposes. The Personnel
Administration Section (PAS) receives one (1) to three (3) requests per day.

Office or Division: Personnel Administration Section

Human Resource Management & Development
Division
Classification: Simple Non-Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: Regular, Casual and Contractual Employees
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Duly Accomplished Request Form Personnel Administration Section
Total No. of Steps: Five (5)
Total Processing Time: One (1) hour and Fifteen (15) minutes
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Make a 1. Provide a
request by Request Form
5
accomplishing to the None Admin Staff of
minutes
the Request requesting PAS
Form. party.
2. Submit the 2. Receive the
duly duly
accomplished accomplished
Request Form None 5 Admin Staff of
Request Form and assign a minutes PAS
to the admin control number.
staff of PAS. Then forward
the same to the
Section Head of
PAS for
approval.
3. Wait for the 3. Preparation
Concerned
release of the of Certificate of
None 15 minutes Admin Staff of
requested Leave Credits
(CLC). PAS
Certificate of
3.1. Endorse
Leave Credits. the prepared
CLC to the None 5 Admin Staff of

Page 270 of 277

Section Head minutes PAS
of PAS for
review and
countersign.
3.2. Review
and 5 Section Head of
None
countersigning minutes PAS
of the CLC.
3.3. Give the
duly
countersigned
CLC to the None 10 Admin Staff
staff in-charge minutes of PAS
of outgoing
documents
who will in
turn log and
transmit the
same to the
Office of the
Division Chief
of HRMDD for
signature.
3.4. The
admin staff of
HRMDD will
receive and
check the 5
None Admin Staff of
document and minutes
HRMDD
forward the
same to the
Division Chief
for signature.
3.5. Signing of
the Certificate 5 Division Chief of
None
of Leave minutes HRMDD
Credits (CLC).
3.6. Return Admin Staff of
the duly HRMDD
signed CLC to
PAS. Then, None 10 minutes Admin Staff of
the admin
PAS
staff of PAS
will inform the
requesting
party that the
requested
document is
ready for
release.
4. Get the 4. Advise the

Page 271 of 277

Certificate ofrequesting party None 5 Admin Staff of
Leave Credits to accomplish minutes PAS
from PAS and the Client
Delight Rating
accomplish the Form so as to
Client Delight get feedback
Rating Form. about the kind
of service
provided by
PAS.
5. Submit the 5. Issue the
accomplished Certificate of None 5 Admin Staff of
Client Delight Leave Credits minutes PAS
Rating Form to to the
PAS. requesting
party.
TOTAL None One (1) hour and 15 minutes

1.2. Request for Payslip

Pay Slip is a kind of document which contains the amount paid to an employee.
It also indicates all the deductions made out of an employee’s monthly salary.
Said document is being requested for monitoring purposes, while others use it
as a requirement in applying for a loan or credit card. The Personnel
Administration Section receives Ten (10) to Fifteen (15) requests for Pay Slip
per day.

Office or Division: Personnel Administration Section

Human Resource Management & Development Division
Classification: Simple Non-Frontline Service
Type of Transaction: G2C – Government to Citizens
Who may avail: Regular, Casual and Contractual Employees including
MOA and JO Workers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Duly Accomplished Request Form Personnel Administration Section
Total No. of Steps: Five (5)
Total Processing
One (1) hour and Fifteen (15) minutes
Time:
CLIENT AGENCY FEES TO PROCESSING PERSON
STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Make a 1. Provide a
request by Request Form None 5 Admin Staff of
accomplishing to the minutes PAS
the Request
requesting
Form.
party.

Page 272 of 277

2. Submit the 2. Receive the
duly duly
accomplished accomplished
Request Form None 5 Admin Staff of
Request Form and assign a minutes PAS
to the admin control number.
staff of PAS. Then forward
the same to the
Section Head of
PAS for
approval.
3. Wait for the 3. Preparation Admin Staff of
15 minutes
release of the of Pay Slip None PAS
requested Pay 3.1. Endorse
Slip. the prepared None 5 Admin Staff of
Pay Slip to the minutes PAS
Section Head
of PAS for
review and
countersign.
3.2. Review
and 5 Section Head of
None
countersigning minutes PAS
of Pay Slip.
3.3. Give the
duly
countersigned
Pay Slip to the None 10 minutes Admin Staff
staff in-charge of PAS
of outgoing
documents
who will in turn
log and
transmit the
same to the
Office of the
Division Chief
of HRMDD for
signature.
3.4. The admin
staff of
HRMDD will None 5 Admin Staff of
receive and minutes HRMDD
check the
document and
forward the
same to the
Division Chief
for signature.
3.5. Signing of 5 Division Chief of
None
the Pay Slip. minutes HRMDD

Page 273 of 277

3.6. Return the Admin Staff of
duly signed HRMDD
Pay Slip to
PAS. Then, None 10 minutes Admin Staff of
the admin staff
PAS
of PAS will
inform the
requesting
party that the
requested
document is
ready for
release.
4. Get the Pay 4. Advise the
Slip from PAS requesting party
and to accomplish None 5 Admin Staff of
the Client minutes PAS
accomplish the Delight Rating
Client Delight Form so as to
Rating Form. get feedback
about the kind
of service
provided by
PAS.
5. Submit the 5. Issue the Pay
accomplished Slip to the None 5 Admin Staff of
Client Delight requesting minutes PAS
party.
Rating Form to
PAS.
TOTAL None 1 hour and 15 minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send Through client satisfaction measurement form
feedback
How feedbacks are Through client satisfaction measurement form database, all
processed feedbacks are easily generated and consolidated in
quarterly basis.

AD-RAS will conduct evaluation regarding the data gathered

through root cause analysis, and identify plans and actions
that must recommended for execution
How to file a Requesting party may submit an appeal for requests that
complaint have been denied or complaint letter addressed to DSWD
Field Office VIII Regional Director with address at
Magsaysay Boulevard, Tacloban City 6500
How complaints Complaint letter received by the Office of the Regional

Page 274 of 277

are processed Director shall be forwarded to the concerned office to
address the concern.

Reply letter shall be sent to the complainant.

Contact Regional Director
Information DSWD Field Office VIII
(053) 321-3322

ARTA
8-478-5093
[email protected]

Presidential Complaint Center (PCC)

8888
[email protected]

Contact Center ng Bayan

0908-881-6565
[email protected]

Page 275 of 277

List of Offices
Office Address Contact Information
DSWD Field Office
Regional Director’s Office VIII, Magsaysay 18001
Blvd., Tacloban City
Office of the Regional Director 18002
Office of the Assistant Regional
18003
Director for Administration
Office of the Assistant Regional
18004
Director for Operation
Promotive Services Division 18005
Protective Services Division 18006
Policy and Plans Division 18007
CAO Office 18008
SAO Office 18009
Kalahi Program 18010
Pantawid Program 18011
Sustainable Livelihood Program 18012
Accounting Section 18013
Budget Section 18014
Cash Section 18015
Procurement Section 18016
Property and Supply Section 18017
Records Section 18018
Personnel Section 18019
Human Resource Section 18020
Capability Building Unit 18021
Social Marketing Unit 18022
Provincial Operation’s Office 18023
DRMD 18024
SOCPEN Section 18025
SOCTECH Section 18026
Crisis Intervention Section 18027
Admin Section 18028
Guard 18029
Capability Building Section 18030
Unconditional Cash Transfer 18031
Standard Section 18032
NHTS 18033
Planning Section 18034

Page 276 of 277

RICTM Section 18035

Page 277 of 277