PROTECTIVE SERVICES DIVISION

CRISIS INTERVENTION SECTION V

DSWD-GF-004 | REV 03 | 22 SEP 2023

DRN:
MEMORANDUM

FOR : NORMAN S. LAURIO

Regional Director
DSWD Field Office V

DONNA M. OSIAL
SWO IV, Crisis Intervention Section Head

FROM : THE SOCIAL WELFARE OFFICER II

DSWD CIS SWAD (Sat Office)

SUBJECT : UPDATE ON COMPLAINT RECEIVED RE: [UPDATE THIS

BASED ON THE SUBJECT OF THE COMPLAINT]

DATE : [DAY] [ MONTH] 2023

This is to provide you with the initial response regarding the complaint received from an
[ name of client ] coursed through [mode/ venue grievance was filed/sent] with
ticket number [if any/ if none kindly omit]. Attached herewith are the actions taken by
the office to address the issues and concerns raised by the complainant.

Thank you.

[NAME OF SATELLITE GRIEVANCE OFFICER]

PAGE 1 of 4
DSWD Field Office V, Magnolia St. PBN-Buraguis, Legazpi City, Philippines, 4500
Website: fo5.dswd.gov.ph Email: aoc.fo5@dswd.gov.ph Facebook: DSWD Region V
Youtube | Twitter |Instagram : @dswdfo5
 PROTECTIVE SERVICES DIVISION
CRISIS INTERVENTION SECTION V
DSWD-GF-004 | REV 03 | 22 SEP 2023

INITIAL RESPONSE TO [PLEASE USE THE SUBJECT]

Code No./Ticket Reference # : [TRACKING NUMBER OF GRIEVANCE INTAKE

PER GMS]
Name of Client : [NAME OF CLIENT]
Name of Beneficiary : [NAME OF BENEFICIARY / AS IS IF CLIENT IS
THE BENE]
Address : [ADDRESS OF CLIENT/BENEFICIARY]

The CIS-AICS Satellite Offices in the region strictly adhere to the Memorandum Circular
06 Series of 2023, or the Revised Guidelines on the implementation of Assistance to
Individuals in Crisis Situation, where clients are required to undergo screening,
interview and assessment, and approval before availing the financial assistance.

The clients shall undergo Step 1: Screening Process for verification and paper
screening. These steps are necessary for the staff to check the validity and
completeness of the required documents presented by the client. The verification
process includes validation of clients’ eligibility based on the allowed frequency of
availment for assistance. The previous availments of assistance by the client is being
validated and crossmatched through the Crisis Intervention Monitoring System (CrIMS)
and the CIS – Report of Disbursement. Meanwhile, in the Paper Screening, DSWD staff
checks the accuracy, validity, and completeness of the documentary requirements
submitted by the client.

The DSWD CIS-AICS Satellite Office - Naga City located at Nagaland E-Mall caters to
an average of 120 clients daily. Apart from this, the satellite office is also engaged in
different simultaneous “Offsite Serbisyo” payouts in nearby municipalities in the
province. Both onsite and offsite operations are accommodated by thirty-two (32) staff.

Having the most number of staff among the satellite offices in the province, the CIS-
AICS Naga Office provides staffing augmentation, especially during offsite payouts to
CIS-AICS Tigaon Office with only ten (10) staff and CIS-AICS Iriga Office with only nine
(9) staff.

At the time the complaint from an anonymous client was logged, dated June 14, 2023,
CIS-Naga Satellite Office and its staff were strategized to deliver simultaneous onsite
and offsite transactions. According to Ms. Janet Bonaobra, SWOII/Team Leader of
Naga Satellite Office, ten (10) staff were assigned to assist clients in onsite transaction,
seven (7) were stationed in Malasakit Centers, and a total of fifteen (15) staff were
deployed for two separate offsite serbisyo payouts – educational assistance payout in
Camaligan, Camarines Sur, and cash assistance payout in Iriga City.

Anticipating this, the AICS Naga Team delineates all its resources both human and
equipment. Amongst the strategies employed is the need to segregate Step 1:
PAGE 2 of 4
DSWD Field Office V, Magnolia St. PBN-Buraguis, Legazpi City, Philippines, 4500
Website: fo5.dswd.gov.ph Email: aoc.fo5@dswd.gov.ph Facebook: DSWD Region V
Youtube | Twitter |Instagram : @dswdfo5
 PROTECTIVE SERVICES DIVISION
CRISIS INTERVENTION SECTION V
DSWD-GF-004 | REV 03 | 22 SEP 2023

Screening Process into two different lanes for faster turnover of service to clients, since
at the time being, there was only one working laptop for screening.

This office would like to emphasize that we never fail to care for our clients. This office
is doing its best effort to serve the public despite a limited number of staff and huge
targets. Available staff resource is maximized. “No noon break” policy is being
implemented.

We as an office objectively review all feedback and consider every recommendation

provided by our clients and partners. We will continue to review our processes to
ensure optimal client satisfaction.

Prepared by: Reviewed by:

[NAME OF GRIEVANCE OFFICER] [NAME OF SWOII - CORE TL]

Satellite Grievance Officer Satellite [Office] Core Team Leader

PAGE 3 of 4
DSWD Field Office V, Magnolia St. PBN-Buraguis, Legazpi City, Philippines, 4500
Website: fo5.dswd.gov.ph Email: aoc.fo5@dswd.gov.ph Facebook: DSWD Region V
Youtube | Twitter |Instagram : @dswdfo5
 PROTECTIVE SERVICES DIVISION
CRISIS INTERVENTION SECTION V
DSWD-GF-004 | REV 03 | 22 SEP 2023

ANNEX A

[PLEASE ATTACH MOVs OF ACTIONS TAKEN/ JUSTIFICATIONS]

PAGE 4 of 4
DSWD Field Office V, Magnolia St. PBN-Buraguis, Legazpi City, Philippines, 4500
Website: fo5.dswd.gov.ph Email: aoc.fo5@dswd.gov.ph Facebook: DSWD Region V
Youtube | Twitter |Instagram : @dswdfo5