CITY DISASTER RISK REDUCTION AND MANAGEMENT

OFFICE

CITIZEN’S CHARTER
2020 (1st Edition)
I. Mandate:
The City Disaster Risk Reduction and Management Office shall organize, train and
directly supervise the local emergency response teams and the accredited
community disaster volunteers.

II. Vision:
A disaster-resilient, climate change adaptive and safe Dapitanon community with a
strong spirit of stakeholders commitment guided by effective local governance
ensuring social protection, economic security and socially inclusive disaster
management towards sustainable development.

III. Mission:
To continuously build the resiliency and adaptive capacity of Dapitanon’s to reduce
potential risk and manage the impacts of hazards ensuring safety of the people and
communities who will be assisted for rehabilitation and reconstruction.

IV. Service Pledge:

DESIGN, PROGRAM, COORDINATE AND IMPLEMENT Disaster Risk

Reduction and Management activities consistent with the National Disaster Risk
Reduction and Management Council’s standards and guidelines.

2|P a g e
 LIST OF SERVICES

CDRRMO SERVICES Page Number

A. Disaster Preparedness Services

Request for DRRM Training/Drills/Lectures/IEC 4
B. Disaster Prevention/Mitigation Services
Provision of Early Warnings to the Community 5
C. Disaster Response Services

Provision of Emergency Response and other services for

Emergencies and Disaster Management 7

Request for Ambulance Transport Services 9

3|P a g e
DISASTER PREPAREDNESS SERVICES
Request for DRRM Training /Drills/Lectures/IEC
Office or Division: City Disaster Risk Reduction and Management Office
Classification: Simple
Type of Transaction: G2C- Government to Government
Who may avail: All Government Agencies, LGUS, GOCC’s and other government
office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Written Request for Training/Drills/Lectures/IEC

AGENCY FEES TO PROCESSING PERSON

CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE

1. Make a letter request 1.Receives NONE 5 minutes Jeralene

addressed to the CDRRMO documents, Balladares -
Head of Office and have its hard letters and Administration
copy received or request for and Training
DRRM Division
Training and (Designate)
Seminars
Jeralene
2. Kindly send the request letter 2. Record NONE 3 minutes Balladares -
thru CDRRMO official email incoming Administration
address of documents in and Training
[email protected] the Incoming Division
Documents (Designate)
logbook
Jeralene
3. Forward to NONE 5 minutes Balladares -
CDRRM Administration
Officer for and Training
approval Division
(Designate)
4. CDRRMO
Head acts on 1 day Engr. Nelson A.
the request Quimiguing-
and notify the CDRRMO
requesting
agency upon
availability of
schedule
TOTAL NONE 1 day & 13
4|P a g e
 minutes

DISASTER PREVENTION AND MITIGATION SERVICES

PROVISION OF EARLY WARNINGS (24-HOUR WEATHER FORECAST, CLIMATE
OUTLOOK, WATER LEVEL MONITORING, EARTHQUAKE AND OTHER BULLETIN
RELATED TO DISASTER PREVENTION, MITIGATION AND PREPAREDNESS OF THE
COMMUNITY POSTED IN THE OFFICIAL SOCIAL MEDIA ACCOUNT OF CDRRMO
DAPITAN AND SEND THROUGH TEXT MESSAGES TO BDRRMCs OF THE 50
BARANGAYS IN AREA OF RESPONSIBILITY

Office or Division: City Disaster Risk Reduction and Management Office

Classification: Simple
Type of Transaction: G2C- Government to Citizens
Who may avail: All BDRRMCs and residents of Dapitan City
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Send a Friend Requests to CDRRMO Dapitan Facebook
Account
2. Updated directory of Barangay DRRMCs contact numbers
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE

1. To timely received early 1. Hourly NONE 30 minutes Edgardo P.

warnings (weather forecast, Monitoring on Acoymo –
climate outlook, water level Weather Operations and
monitoring, earthquake bulletin Updates, Warning Division
Climate
and other information) related to (Designate)
Outlook,
disaster prevention, mitigation Typhoon and
and preparedness, kindly send a Earthquake
friend requests or follow as on Bulletins and
facebook cdrrmo dapitan or other
kindly call our CDRRMO information
Operations Center Hotline from Official
number 09095659000(Smart) Website of
09673040378(Globe), DOST-
(065) 908-2875(PLDT) PAGASA and
DOST-
PHIVOLCS.

2. Early
warning NONE 15 minutes Edgardo P.
information Acoymo –
dissemination Operations and
of Weather Warning Division

5|P a g e
Bulletin, (Designate)
Climate
Outlook,
Typhoon and
Earthquake
Bulletin send
through text
messages to
50 Barangay
DRRMCs daily
and posted in
the official
social media
account of
CDRRMO
Dapitan
NONE 15 minutes Edgardo P.
3. Receives
Acoymo –
Situational
Report from
Operations and
the 50 Warning Division
BDRRMCs (Designate)
of Dapitan
City and
record and
consolidate
it to Daily
Situational
Report.
TOTAL NONE 60 minutes

6|P a g e
 DISASTER RESPONSE SERVICES
PROVISION OF EMERGENCY RESPONSE AND OTHER SERVICES FOR
EMERGENCIES AND DISASTER MANAGEMENT
Office or Division: City Disaster Risk Reduction and Management Office
Classification: Simple
Type of Transaction: G2C- Government to Citizens
Who may avail: All citizens of Dapitan City
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Emergency call through mobile phone, landline or handheld
radio to CDRRMO Operations Center
2. Provide necessary information (Name of caller, Address,
Nature of Emergency, Location, No. and status of victims
involved, etc.)
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE

1. Call CDRRMO 1. Monitoring of NONE 24/7 daily Edgardo P.

Operations Center Hotline Base Radio, Acoymo –
number 09095659000 Hotline Operations and
(Smart), 09673040378 Numbers 24/7 Warning Division
(Globe), (065) 908-2875 daily for (Designate)
(PLDT) or radio frequency possible
150.625 Hz provision of
Emergency
response and
other services
for Disaster
Management.

2. Provide the necessary 2. Receives NONE 1 minute Edgardo P.

information to the emergency Acoymo –
receiving CDRRMO duty calls through Operations and
personnel (Name of radio, phone or Warning Division
text and collect
caller, address, nature of (Designate)
pertinent
emergency, location,
information
number of victims
(Name of
involved)
Caller,
Location,
Nature of
7|P a g e
Emergency,
Number and
status of the
victim(s) of the
emergency or
incident
reported from
the client.

3. Dispatch and NONE 1 minute Edgardo P.

relay the Acoymo –
information Operations and
gathered to the Warning Division
responding (Designate)
team.

4. Provide NONE 10-13 mins. Edgardo P.

appropriate average Acoymo –
assistance to
responding Operations and
the client.
time depends Warning Division
(emergency
upon the (Designate)
response,
location of the
ambulance
service,
reported
disaster incident
management
and other
related
services)

5. Gather
information and 15 minutes Edgardo P.
details vital for Acoymo –
the incident Operations and
report Warning Division
preparations (Designate)
and record it to
daily response
logbook.

TOTAL NONE 15-30 minutes

average
responding
time
depending on
the location of
8|P a g e
 incident

DISASTER RESPONSE SERVICES

PROVISION OF AMBULANCE TRANSPORT SERVICE
(Note: Depends upon the availability of ambulances)

Office or Division: City Disaster Risk Reduction and Management Office

Classification: Simple
Type of Transaction: G2C- Government to Citizens
Who may avail: All citizens of Dapitan City
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Approval from CDRRM Officer if location and destination of CDRRMO Operations Center
the patient to be transported is within Dapitan City and
Dipolog City
2. Approval/Travel Order/Memorandum from City Mayor if City Mayor’s Office / City
location and destination of patient to be transported is Administrator’s Office
outside Dapitan City and Dipolog City
AGENCY FEES TO PROCESSING PERSON
CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE

1. Kindly go to CDRRMO .1. CDRRMO NONE 30 minutes Edgardo P.

Operations Center and signify duty Acoymo –
your intention to avail for personnel Operations and
ambulance transport service will notify Warning Division
for approval of the CDRRM the (Designate)
Officer, If location and CDRRM
destination of the patient to Officer
be transported is within about the
Dapitan and Dipolog City. request and
seek for its
approval.

2. If location and destination of 2. Staff of the NONE 30 minutes Edgardo P.

the patient to be transported CMO/CAO Acoymo –
is outside Dapitan and will notify Operations and
Dipolog City, kindly go to City the City Warning Division
Administrator’s Office or City Admin. or (Designate)
Mayor’s Office and signify the City
your intention to the City Mayor
Administrator’s staff or City about the
Mayor’s staff assigned to request and
avail for ambulance transport
9|P a g e
service. seek for
approval
and will
issue
Travel
Order/
Memo.
NONE 30 minute Edgardo P.
Acoymo –
3. Upon the
Operations and
approval of
Warning Division
CDRRM
(Designate)
Officer/ City
Admin./
City Mayor
of the
ambulance
transport
service
request,
and after
the
issuance of
Travel
order /
Memo, the
CDRRMO
ambulance
personnel
will act
upon on the
request and
will make
trip ticket
and
withdraw
gas slip
and will
proceed to
the location
of the
patient to
be
transported
10 | P a g e
 TOTAL NONE 1 hour & 30
minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback Answer the client feedback form and drop it at
designated drop box in front of the CDRRMO
Operations Center.
How feed backs are processed 1. The CDRRM Office Admin and Training
Staff will read all compliant drops by
client and will compile and records all
feedback submitted on a daily basis.
2. Feedback requiring answers are
forwarded to CDRRM Officer and will
notify the concerned CDRRMO
personnel and required to answer within
three (3) days of the receipt of the
feedback.
3. The answer of the office is then relayed
to the citizen.
How to file a complaint To file a complaint, Client may:
1. Call CDRRMO Citizen’s Complaint
Hotline Number: 09639613799
2. Email your complaints at
[email protected]
3. Drop it at designated drop box in front of
the CDRRMO Operations Center.
How complaints are processed 1. The CDRRMO Admin and Training Staff
read the complaints of citizens or other
government agencies on a daily basis
and evaluate each complaint.
2. The Admin and Training Officer will
create a report after evaluation and shall
submit it to the CDRRM Officer for
appropriate action.
3. The Admin and Training Staff will give
the feedback to the client.
Contact Information of Emergency Hotline Number:
City Disaster Risk Reduction and 09095659000 (SMART)
09673040378 (GLOBE)
Management Office- Dapitan City
(065) 908-2875 (PLDT)
Citizen’s Complaint Hotline Number:
09639613799
Email Address:
[email protected]
11 | P a g e
Facebook Account
Cdrrmo Dapitan

12 | P a g e