Republic of the Philipines

DEPARTMENT OF SOCIAL WELFARE AND DEVELOPMENT

Field Office 02
Government Regional Center, Carig Sur, Tuguegarao City

C I T I Z E N 'S C H A R T E R
OUR NEW VISION STATEMENT

The Department of Social Welfare and Development envisions all Filipinos free from hunger and poverty, have equal opportunities, enabled by a fair, just, and peaceful society.

OUR NEW MISSION STATEMENT

To achieve the vision, DSWD will spearhead social welfare and development programs with government agencies, partners, and the Filipino people. DSWD shall serve as the people’s voice in government, able
to enunciate welfare and development needs and provide substantive policy inputs for the government’s poverty reduction plan.

FRONTLINE SERVICES
PROCEDURAL FLOW ON THE PROVISION OF ASSISTANCE
Crisis Intervention Unit Minors Securing Travel Clearance

DURATION
DURATION OF OF ACTIVITY
FORMS/DOCU
ACTIVTY SERVICE (Under PERSON IN-
STEP CLIENT SERVICE PROVIDER PERSON IN CHARGE FEES FORM STEP CLIENT FEES MENTS
(UNDER NORMAL PROVIDER Normal CHARGE
REQUIRED
CIRCUMSTANCES) Circumstance
s)
1 Client seeks help Request client to log-in 1 minute Staff/Guard on Duty None Log Book 1 MTA applicant 1.SWAD SWO II 10 minutes BATANES- None AO 02
from DSWD to Visitors' book by Staff (isang minuto) (Empleyado o Security Guard) (Wala) (Librong proceed to SWAD discuss the MTA AMPARO P.
(Ang Kliyente ay on Duty (PACD)/Guard Paglagdaan) offices stationed guidelines/proced TOBIAS, SWO II
hihingi ng tulong On Duty. at the provinces ures and
sa DSWD) Thru: (Ang nakatalagang for query, documentary CAGAYAN -
(CIU Field Office or empleyado o Security application and requirements MARLENE B.
CIU Satellite Guard ay paglalagdain assessment TUAZON, SWO II
Offices DSWD- ang Kliyente sa Visitors'
SWAD of 5 book) ISABELA -
Provinces) VALENTINA C.
MONTERUBIO,
SWO II
N. VIZCAYA - .
VIENALYN R.
SALUD, SWO II
QUIRINO -
AIREEN U.
GUZMAN, SWO II
2 Client for Verify the name of client 1 minute Staff on Duty None CIU Databank SWAD 1.Batanes-SWAD 2.Thru interview, 10 minutes AMPARO P. None Checklist of
screening or in the CIU database (isang minuto) (Empleyado o Security Guard) (Wala) (CIU- base ng Offices Batanes SWO II TOBIAS, SWO II Requirements
verifcation whether if she/he is mga determines if
(Ang Kliyente ay already extended with impormasyon) applicant is
dadaan sa financial assistance or eligible for the
kaukulang not within the period of issuance of Travel
pagsusuri) 3 months. Clearance
(Ang nakatalagang Certificate
empleyado ay
magbeberipika kung ang
Kliyente ay hindi pa
napagkakalooban ng
tulong pinansyal sa loob
ng tatlong buwan)

If not yet served, client is 1 minute Staff on Duty None Queue PSWDO-Basco,
advised to proceed for (isang minuto) (Empleyado o Security Guard) (Wala) Number Batanes
assessment/interview by (Numero)
a Social Worker.
(Kapag naberipika na
hindi pa napagkalooban
ng tulong pinansyal sa
loob ng tatlong buwan,
ang Kliyente ay tutungo
sa Social Worker para sa
kaukulang pagsusuri)

3 Client for Interview, assess client 30 minutes PSU Head - Franco G. Lopez 2.Cagayan-SWAD 3.Provide MTA 10 minutes MARLENE B. None MTA Applicant
Interview and and review the (Financial Cagayan applicant form to TUAZON, SWO II Form
Assessment presented supporting Assistance) and Government be filled by the
(Ang Kliyente ay documents and 30 minutes to 1 Regional Center, applicant
maiinterbyu at recommend for hour (Special Carig, Tuguegarao
masusuri) appropriate intervention Cases) City
for approval. 30 minuto
(Kakapanayamin/Iinterby (pinansyal na Social Worker on Duty None General Intake 3.Isabela-SWAD 4.SWO II review 30 minutes VALENTINA C. None Assessment
uhin, susuriin at tulong) at 30 (Wala) Sheet and Isabela Sports the documentary MONTERUBIO, Report Form
rerebyuhin ang mga hanggang 1 oras Certificate of Complex, Alibagu, requirements SWO II
naiprenesentang (Kasong Espesyal) Eligibility Ilagan Isabela submitted by the
dokumento at (Mga applicant and
magrerekomenda ng dokumentong prepare the
kaukulang tulong para gamit sa pag- assessment
maaprubahan) interbyu)
CIU FO - Mylene E. Attaban, 4. Nueva Vizcaya- VIENALYN R.
SWO III SWAD N.Vizcaya, SALUD, SWO II
PSWDO
Bayombong, N.V.

CIU-Satellites - SWAD 5.Quirino-SWAD AIREEN U.

Provinces Quirino, PSWDO GAZMEN, SWO II
Cabarroguis,
Quirino

Cagayan - Marlene B. STEP II MTA applicant Applicant Assessment

Tuazon, SWO II proceed to the report prepared
Field Office with by SWO II,
complete Minor’s Birth
documentary Certificate,
requirements and Marriage
assessment of Conract of
SWO II Parents,
Certificate of
No Marriage fro
illegitimate
children,
Affidavit of
Consent by
both parents,
Photocopy of
passport of
traveling
companion, 2
pcs. 2x2
Passport Size
Picture of
Minor

Isabela - Valentina C. DSWD Applicant shall The Guard issue 5 minutes Guard-on-duty None Queing card
Monterubio, SWO II Field drop off at the queing number to
Office 02 Guardhouse to log the client and
on in the book advise applicant
provided to proceed to
Protective
Services Unit with
the issued queing
number and
request slip
 Quirino - Aireen U. The Focal Person 15 minutes Dawn S. Garcia, Complete MTA
Gazmen, SWO II review submitted SWO II documents
documents by the
MTA applicant, if
document with
discrepancies,
explain to
applicant and
resolve issue

Nueva Vizcaya - Vienalyn R. If in order, issue 1 minute Dawn S. Garcia, PaymentSlip

Salud, SWO II payment slip SWO II

Batanes - Amparo P. Tobias, 3 MTA Applicant Cashier’s office to 3 minutes Laurita S. 1 Year Official Receipt
SWO II proceed to receive payment Castaneda, AO validity
Cashier’s Office and issuance of V/Cashier P300.00/C
for payment official receipt hild and 2
Years
Validity
P600/Chil
d

4 Client receives Provision of appropriate 4 MTA Applicant go Process MTA Card 5 minutes Dawn S. Garcia, MTA Card
assistance either assistance to client: back to Protective for endorsement SWO II
financial (Pagbibigay ng kaukulang Services Unit and and initial of the
assistance, tulong sa Kliyente) submit number of Head of the
material the official receipt Protective
assistance, issued by the Services Unit
referral or Cashier’s Office
guarantee letter
(Ang Kliyente ay
pagkakalooban ng
alinman sa mga
tulong, tulad ng
pinansyal,
materyal, referral
o guarantee
letter)

4a If eligible with complete 30 minutes Social Worker on Duty None Cash Facilitate 15 minutes Director IV- MTA CArd
documents and (30 minuto) (Wala) Assistance endorsement of Ponciana P.
approved for financial Payroll RD/ARD’s Condoy / OIC-
assistance, either for approval ARD Lucia S. Alan
medical, burial,
transportation,
 transportation, CIU FO -Mylene E. Attaban, 5 Applicant submit Section Clerk to 1 minute Section Clerk MTA Logbook
educational and other SWO III photocopy enter at the MTA
emergency needs , signed/approved logbook data of
advise client to receive travel clearance applicant issued
financial assistance and with Travel
sign in the payroll (for Clearance for
cash outright) from the Minors.
Special Disbursing
Officer.
(Kapag nasuring karapat-
dapat at kumpleto ang
CIU-Satellites - SWAD Dry sealing of the 30 seconds Section Clerk MTA Card
dokumento at
Provinces original Travel
naaprubahan para sa
Clearance with
pinansyal na tulong, ang
the three
kliyente ay
photocopies.
pagkakalooban ng
naturang tulong
pagkaraang lumagda sa Cagayan - Marlene B. Issuance of Travel 30 seconds Section Clerk MTA Card
Cash Assistance Payroll) Tuazon, SWO II Clearance to MTA
applicant (2
photocopies of
the MTA card will
be issued with
the original copy
and the 3rd copy
will be left at the
Field Office for
file.

END OF TRANSACTION
Isabela - Valentina C.
Monterubio, SWO II
Quirino - Aireen U.
FEEDBACK/COMPLAINTS/SUGGESTIONS
Gazmen, SWO II
Nueva Vizcaya - Vienalyn R. For our Clients and Partners
Salud, SWO II (Para sa aming mga Kliyente at mga Katuwang) :

Batanes - Amparo P. Tobias, The opinions of, complaints, feedback from our clients and partners regarding the services availed at the
SWO II Department of Social Welfare and Development- Field Office 02 is very important to us to improve our
work. We also welcome queries/complaints on our various programs, projects and services thru the
4b If qualified for material 5 minutes Social Worker on Duty None Logbook following:
assistance , provides the (5 minuto) CIU FO - Mylene E. (Wala) (Ang inyong tanong, reklamo, mungkahi at opinion ukol sa mga programa at serbisyo ng Kagawaran ng
assistance (family food Attaban, SWO III Kagalingang Panlipunan at Pagpapaunlad (DSWD FO 02) ay mahalaga upang mapabuti ang aming
pack) and client signs in CIU-Satellites - SWAD Office paglilingkod. Malugod po naming tinatanggap ang mga ito sa pamamagitan ng mga sumusunod):
the log book. • Twitter – DSWD_FO2
(Kapag nasuring Cagayan - Marlene B. • Facebook – DSWD DOS
materyal ang Tuazon, SWO II • Email – fo2.dswd.gov.ph
kinakailangang tulong, Isabela - Valentina C. • Landline – (078)846-7043(Telefax), (078)304-0586 (ORD), (078)396-0051(CIU), (078)304-1004(Lobby)
ang Kliyente ay Monterubio, SWO II • Address - #3, Dalan na Pagayaya, Regional Government Center, Carig Sur,
 ang Kliyente ay • Address - #3, Dalan na Pagayaya, Regional Government Center, Carig Sur,
pagkakalooban ng family Quirino - Aireen U. Tuguegarao City, Cagayan
food pack o kasuotan Gazmen. SWO II
pagkaraang lumagda sa Nueva Vizcaya - Vienalyn R. For more information, you may visit our website:
log book) Salud, SWO II (Para sa karagdagang impormasyon, maaring bisitahin ang aming website):
http://www.fo2.dswd.gov.ph/
Batanes -Amparo P.
Tobias, SWO II
4c If qualified for referral to 10 minutes Social Worker on Duty None Referral Letter
other agencies, issue (10 minuto) (Wala)
referral letter to client.
(Kapag nasuring referral CIU FO - Mylene E.
letter para sa ibang Attaban
ahensiya ang CIU-Satellites - SWAD Office
kinakailangan, ang
Kliyente ay Cagayan - Marlene B.
pagkakalooban ng Tuazon, SWO II
referral letter) Isabela - Valentina C.
Monterubio, SWO II
Quirino - Aireen U.
Gazmen, SWO II
Nueva Vizcaya - Vienalyn R.
Salud, SWO II

Batanes - Amparo P.
Tobias, SWO II
4d If qualified for a within 3 days Director IV - Ponciana P. None Guarantee
guarantee letter, issue (sa loob ng 3 Condoy (Wala) Letter
the guarantee letter to araw) PSU Head - Franco G. Lopez
client once approved by
the PSU Head and the Social Worker on Duty
Regional Director. CIU FO - Mylene E.
(Kapag nasuring eligible Attaban, SWO III
para sa guarantee letter, CIU-Satellites - SWAD Office
pagkalooban ang
Kliyente ng guarantee Cagayan - Marlene B.
letter kapag napirmahan Tuazon, SWO II
na ng PSU Head at ng Isabela - Valentina C.
Regional Director) Monterubio, SWO II
Quirino - Aireen U.
Gazmen, SWO II
Nueva Vizcaya - Vienalyn R.
Salud, SWO II

Batanes - Amparo P.
Tobias, SWO II
4e If not qualified due to 5 minutes Social Worker on Duty None Logbook
lack of supporting (5 minuto) CIU FO - Mylene E. (Wala)
documents, advise client Attaban, SWO III
to comply with all the CIU-Satellites - SWAD Office
requirements and shall
come back once
Cagayan - Marlene B.
documents are
Tuazon, SWO II
completed. (Kapag
Isabela - Valentina C.
nasuring eligible nguni't
Monterubio, SWO II
may kakulangang
may kakulangang
dokumento,
kakausapin/papayuhan Quirino - Aireen U.
ang kliyente na magbalik Gazmen, SWO II
sa opisina kung Nueva Vizcaya - Vienalyn R.
makumpleto na ang mga Salud, SWO II
dokumentong
kinakailangan). Batanes - Amparo P.
Tobias, SWO II

END OF TRANSACTION