FO NCR.13thEdition

DEPARTMENT OF SOCIAL WELFARE AND
DEVELOPMENT - NATIONAL CAPITAL REGION
CITIZEN’S CHARTER
2022 (13th Edition)

DEPARTMENT OF SOCIAL WELFARE AND
DEVELOPMENT - NATIONAL CAPITAL REGION
CITIZEN’S CHARTER
2022 (13th Edition)
i
DEPARTMENT OF SOCIAL WELFARE AND DEVELOPMENT
QUALITY POLICY
Deliver, coordinate, and monitor social protection programs and services to the poor,
vulnerable, and disadvantaged population towards a fair, just and peaceful society;
Sustain a culture of excellence through continual improvement of systems,

mechanisms, and procedures in the delivery of programs and services;
Work with integrity and adhere to ethical standards for customer satisfaction and
quality service by complying with the DSWD mandates, and other pertinent laws;
and
Demonstrate genuine concern for the poor, prompt compassionate service, and free
from any form of corruption.
ii
I. Mandate:
The DSWD is a national agency mandated to provide assistance to local

government units (LGUs), non-government organizations (NGOs), other
national government agencies (NGAs), people’s organizations (POs) and
other members of civil society in effectively implementing programs,
projects and services that will alleviate poverty and empower
disadvantaged individuals, families and communities for an improved
quality of life (Executive Order No. 15 issued in 1998). It also implements
statutory and specialized programs which are directly lodged with the
Department and/or not yet devolved to the LGUs (Executive Order No. 221
issued in 2003). These two issuances direct the DSWD to balance its
“enabling and implementing” roles as it performs its crucial functions as
one of the poverty alleviation agencies of the government.
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:
The DSWD Core Values of Respect for Human Dignity, Integrity and
Service Excellence:
Maagap at Mapagkalingang Serbisyo

Serbisyong Walang Puwang sa Katiwalian
Patas na Pagtrato sa Komunidad
iii
V. Table of Contents
Field Office - NCR ………………………………………………………………………... i

Quality Policy ………………………………………………………………………… ii
Mandate ……………………………………………………………………………… iii
Vision …………………………………………………………………………………. iii
Mission ……………………………………………………………………………….. iii
Service Pledge ………………………………………………………………………. iii
External Services ……………………………………………………………………….. 1
Protective Services Division ……………………………………………………………. 2

1 Assistance to Individuals in Crisis Situation (AICS) ……………………… 3
2 Assistance to Individuals in Crisis Situation Offsite ………………………. 12
3 Implementation of Assistance to Individuals in Crisis Situation in Crisis
Intervention Section - Malasakit Center ……………………………………
24
4 Facilitation of Referral on Child in Need of Special Protection (CNSP) to
Field and other Intermediaries ………………………………………………
39
5 Provision of assistance to People Living with HIV ……………………….. 42
6 PLHIV Referral for Care and Support Services ………………………….. 51
7 Provision of Service to Solo Parent ……………………………………….. 54
8 Provision of Assistance Under Recovery and Reintegration Program for
TraffickesPersons (RRPTP) …………………………………………………
62
9 Social Welfare Services to Returned Overseas Filipinos and their
Families and Relatives in the Philippines at the Regional and Local
Levels ………………………………………………………………………….. 66
10 Auxiliary Social Services to Persons with Disabilities ……………………. 70
11 Implementation of Supplementary Feeding Program (SFP) …………….. 73
12 Issuance of Certification Declaring a Child Legally Available for
Adoption (CDCLAA) …………………………………………………………. 80
13 Processsing of Adoption Application and Placement ……………………. 88
14 Licensing of Foster Parents ………………………………………………… 102
15 Placement of Children to Foster Parents ………………………………….. 108
16 Securing Travel Clearance for Minors Travelling Abroad ……………….. 116
17 Provision of Resource Person to DSWD Intermediaries and
Stakeholders ………………………………………………………………….. 124
18 Borrowing of KEC / RLRC Materials and Colelctions ……………………. 128
19 Procedure for Social Pension Provision to Indigent Senior Citizens …… 133
20 Case Management in Center and Resicential Care Facility …………….. 136
a. Reception and Study Center for Children ……………………………………... 136
b. Nayon ng Kabataan ……………………………………………………………… 149
iv
c. Haven for Children ……………………………………………………………….. 162
d. Marillac Hills - National Training School for Girls …………………………….. 173
e. Elsie Gaches Village …………………………………………………………….. 185
f. Sanctuary Center …………………………………………………………………. 197
g. Golden reception and Action Center for Elderly and other Special Cases… 209
h. Rehabilitation Sheltered Workshop ……………………………………………. 220
i. INA Healing Center ……………………………………………………………….. 223
21 Provision of Assistance to Clients of the Vocational Rehabilitation
Center …………………………………………………………………………. 227
Office of the Assistant Regional Director for Operations……………………………... 239

1 Grievance Intake and Response for 4Ps ………………………………….. 240
2 Request for 4Ps Data ………………………………………………………... 245
Promotive Services Division …………………………………………………………….. 251

1 Referral Management Process for SLP - RPMO …………………………. 252
2 Grievance Management Process for SLP-RPMO ………………………… 257
Disaster Response and Management Division………………………………………… 267

1 Processing of Relief Augmentation Request ……………………………… 268
Policy and Plans Division ……………………………………………………………….. 273

1 Walk-in Name Matching Data Request ……………………………………. 274
2 Data-Sharing Name Matching ……………………………………………… 276
3 Data Sharing - List of Data Subjects ………………………………………. 282
4 Data Sharing - Statistics / Raw Data Request ……………………………. 288
5 Issuance of Certificate of Auhtority to Conduct National Fund Raising
Campaign to Individual, Corporation, Organization and Association:
Regular Permit (pre-assessment) ……..…………………………………… 293
6 Issuance of Certificate of Authority to Conduct Fund Raising Campaign
to Individual, Corporation, and Organization: regional Regular Permit… 300
7 Issuance of Certificate of Authority to Conduct Fund Raising Campaign
to Individual, Corporation, Organization and Association; Regional
Temporary Permit During State of Emergency / Calamity ………………. 319
8
Registration of Private Social Welfare and Development Agencies
(SWDAs) Operating in one
Region………………………………………………………………………….. 333
9 Licensing of Private Social Welfare and Development Agencies ………. 341
10 Pre - Accreditation Assessment of Social Welfare and Development
Programs and Services of Licensed Private SWAs and Public SWDAs
Operating within the Region ………..……………………………………… 359
v
11 Accreditation of Civil Society organizations (CSOs) as Beneficiary of
DSWD Projects and/or Program - Organized by the Sustainable
Livelihood Program (SLP) …………………………………………………... 366
12 Accreditation of Civil Society Organizations (CSOs) as beneficiary of
DSWD Projects and/or Program, Non-SLP Organized ………………….. 368
13 Endorsement of Duty-Exempt Importation of Donations to SWDAS …… 372
14 Accreditation of Pre-Marriage Counselors ………………………………… 379
15 Accreditation of Social Workers Managing Court Cases (SWMCCs) …. 385
16 Approval for the Conduct of Research Study & Acquiring Primary Data
from DSWD Officials/Personnel, Beneficiaries and Clients ……..…..….. 392
17 Obtaining Social Welfare and Development (SWD) Data and
Information (FO) ………………………………………………………..…….. 399
Human Resource Management and Development Division ………………………… 404

1 Issuance of Service Record (SR) to Separated Officials and Employees 405
2 Issuance of Certificate - Certificate of Leave Without Pay (LWOP)/ No
LWOP to Separated Officials and Employees ……………………………. 408
3 Issuance of Completed Office Clearance Certificate for Money, Property
and Legal Accountabilities (Regional Clearance) to Separated Officials
and Employees ……………………………………………………..
411
4 Issuance of Certificate- Certificate of Employment (Coe) To Separated
Officials, Employees and Contract of Service Workers ………………….. 414
Finance Management Division ………………………………………………………….. 417

1 Processing of Request for Accounting Certification of Former DSWD
Employees ……………………………………………………………………. 418
2 Processing of BIR Form No. 2322 (Certificate of Donation) ……………. 423
General Administrative Services Division …………………………………………….. 428

1 Issuance of Gate Pass for Guests for Service Providers and Suppliers.. 429
2 Issuance of Property Clearance for Separated Officials and Employees 433
Office of the Regional Director ………………………………………………………….. 436

1 Technical Assistance Along Social Tehnology Bureau (STB) Developed
Programs and Projects ……………………………………………………… 437
2 Technical Assistance on Program / Project Development or
Enhancement ………………………………………………………………… 440
Non-Frontline Services ………………………………………………………………… 444
Protective Services Division …………………………………………………………….. 445

1 RLRC Function Room Reservation and Use ……………………………… 446
vi
Policy and Plans Division ………………………………………………………………... 449
1 Data Sharing with DSWD OBSUs – Name Matching ……………………. 450
2 Data-Sharing with DSWD-OBSUs – List of Data Subjects ……………… 455
3 Data-Sharing with DSWD-OBSUs-Statistics / Raw Data Request …….. 459
4 Information and Communications Technology (ICT) Support ………….. 464
Human Resource Management and Development Division ………………………… 466

1 Issuance of Service Record to Current Officials and Employees ………. 467
2 Issuance of Certificate of Employment to Current Officials and
Employees ……………………………………………………………………. 469
3 Issuance of Certificate of Leave Without Pay (LWOP) / No LWOP to
Current Officials and Employees …………………………………………… 471
4 Issuance of Certificate of Leave Credits (CLC) to Current Officials and
Employees ……………………………………………………………………. 473
5 Certification of Performance Rating ……………………………………….. 476
General Administrative Services Division ……………………………………………… 479

1 Transfer of Property Accountability ………………………………………… 480
2 Surrender / Turn-over of Property and Cancellation of Property
Accountability ………………………………………………………………… 483
3 Issuance of Sticker Pass ……………………………………………………. 486
4 Recording, Documentation and Issuance of Expendable or Consumable
Supplies ………………………………………………………. 489
5 Re-Issuance of Equipment and Semi-Expendable Supplies …………… 491
6 Facilitation of Request for Relief from Property Accountability from
Commission on Audit ……………………………………………………….. 493
7 Facilitation of Request for Relief from Property Accountability through
Reimbursement / Replacement …………………………………………….. 498
8 Provision of Technical Assistance on Property and Supply
Management…………………………………………………………………… 501
9 Request for Technical Assistance for Special Sanitation and
Disinfection of the Offices …………………………………………………… 504
10 Request for Use and Monitoring of Vehicle ……………………………….. 506
11 Procurement under Agency to Agency ……………………………………. 509
12 Procurement under Direct Contracting ……………………………………. 515
13 Procurement under Direct Retial Purchase of Petroleum Fuel, Oil and
Lubricants (POL) Products and Airline Tickets …………………………… 525
14 Procurement under Emergency Cases ……………………………………. 535
15 Procurement under Highly Technical Consultant ………………………… 547
16 Procurement under Lease or Real Property and Venue ………………… 556
17 Procurement of Repeat Order ………………………………………………. 566
18 Procurement under Scientific, Scholarly or Artistic Work, Exclusive
Technology and Media Services …………………………………………… 575
19 Procurement under Shopping under Section 52.1 (B) …………………… 585
vii
20 Procurement under Small Value Procurement ……………………………. 596
21 Procurement under Two (2) failed Biddings ………………………………. 608
Office of the Regional Director ………………………………………………………….. 622

1 Issuance of Certificate of No Pending Administrative Cases ……………. 623
Appendix……………………………………………………………………………………. 626
Contact Details of Service Implementers ………………………………….. 626
viii
Field Office – National Region
Frontline Services
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Protective Services Section
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1. Assistance to Individuals in Crisis Situations (AICS)
AICS serves as a social safety net or stop-gap measure to support the recovery of
individuals and families identified to be suffering from any adversity or crisis through
the provision of financial assistance, psychosocial intervention, and referral services
that will enable the clients to meet their basic needs in the form of food,
transportation, medical, educational, material, funeral, and cash assistance for other
support services, among others.
The provision of psychosocial support, including psychological first aid, and

counseling, as well as financial assistance to disadvantaged and marginalized
sectors, are part of the social protection services of the Department. These
protective services aim to help individuals and families to cope with the present
difficult situation they are experiencing, such as illness, death, loss of job, or source
of income. In order to effectively and efficiently respond to existing and emerging
crisis situations among vulnerable sectors, a Citizens Charter was crafted to provide
a comprehensive guide on the provision of the aforementioned assistance.
Office or Division: Crisis Intervention Division-Onsite

Classification: Simple
Type of G2C- Government to Citizen
Transaction:
Who may avail: Indigent, marginalized, and vulnerable/disadvantaged
individuals and families or are otherwise in crisis situation
based on the assessment of the Social Worker
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
One (1) valid identification card of the Preferably issued by any government
client/ personto be interviewed; agencies such as but notlimited to:
 Philippine Statistics Authority
(PhilSys ID)
 Social Security System/Government
Service InsuranceSystem (UMID ID,
SSS/GSIS ID)
 Philhealth (Philhealth ID)
 Land Transportation Office (Driver’s
License)
 Professional Regulation Commission
(PRC ID)
 Overseas Workers Welfare
Administration (OWWA ID)
 Department of Labor and
Employment (iDOLE)
 Pag-IBIG Fund (PAG-IBIG ID)
 Commission on Election (Voter’s
ID or Voter’sCertification)
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 Post Office (Postal ID)
 Department of Foreign Affairs
(Philippine Passport)
 National Bureau of Investigation (NBI
Clearance)
 Department of Social Welfare and
Development (4PsID)
 Local Government Unit
 PWD ID
 Solo Parent ID
 City/Municipal ID
 Barangay ID
 Office of Senior Citizen
Affairs (OSCA ID)
 Police Clearance
 or any ID preferably with validity
date, and picture andsignature of
the client
Signed AuthorizationLetter (if Beneficiary of Assistance except for those
applicable) who do not have thecapacity to act or
below 18 years old
TRANSPORTATION ASSISTANCE
Other supporting document/s such as but Police Station - Police Blotter
are not limited to, justification of the Hospitals/clinic – medical abstract
social worker, medical certificate, death Court- court order/subpoena
certificate, and/or courtorder/subpoena Social worker-justification
MEDICAL ASSISTANCE FOR HOSPITAL BILL
1. Medical Certificate / Clinical Abstract / Medical records of the Hospital / Clinic or
Discharge Summary / Alagang Pinoy the Attending Physician
Tagubilin Form with Diagnosis with
complete name, license number and
signature of the Physician issued within
three months (Original / Certified copy)
2. Hospital bill / Statement of Account Billing Office of the hospital
(outstanding balance) with name and
signature of billing clerk
3. Social case Study Report / Case Registered Social Worker in public or
Summary private practice
 DSWD
 LSWDO
 NGO
 Medical Social Service
MEDICAL ASSISTANCE FOR MDICINE / ASSISTIVE DEVICE
Discharge Summary / Algang Pinoy the Attending Physician
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three months (Original / Certified true
copy)
2. Prescription with date of issuance, Attending Physician from a hospital / clinic
three months
3. Social Case Study Report / Case Registered Social Worker in public or
 DSWD
 LSWDO
 NGO
MEDICAL ASSISTANCE FOR LABORATORY
Discharge Summary / Algang Pinoy the Attending Physician
copy)
2. Prescription with date of issuance, Attending Physician from a hospital / clinic
three months
3. Social Case Study Report / Case Registered Social Worker in public or
 DSWD
 LSWDO
 NGO
FUNERAL ASSISTANCE FOR FUNERAL BILL
1. REGISTERED Death Certificate / City / Municipal Hall (Civil Registry Office),
Certification from the Tribal Chieftain Hospital, Funeral Parlor, Tribal Chieftain or
(Original / certified true copy) Imam
2. Promissory Note / Certificate of Authorized staff of the Funeral Parlor /
Balance Memorial Chapel
1. Funeral Contract Authorized staff of the Funeral parlor /
Memorial Chapel
FUNERAL ASSISTANCE FOR TRANSFER OF CADAVER
1. Registered Death Certificate / City / Municipal Hall (Civil Registry Office),
Certification from the Tribal Chieftain hospital, funeral parlor, tribal chieftain or
(Original / certified true copy) Imam.
2. Transfer Permit City / Municipal Hall
EDUCATIONAL ASSISTANCE
1. Validated School ID and Valid ID School
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2.a. Enrolment Assessment Form or School Registrar or Concerned Office
b. Certificate of Enrolment of Registration;
or
c. Statement of Account
FOOD ASSISTANCE FOR INDIVIDUAL AND FAMILIES ENDORSED IN GROUPS
1. Project Proposal Local Government Unit
2. Barangay Certificate of Residency or Barangay hall where the client is presently
Certificate of Indigency or Certificate that residing
the client is in need of assistance may be
required
CASH ASSISTANCE FOR OTHER SUPPORT SERVICES
Depending on the Circumstances:
a. For Fire Victims: Police Report / Bureau of Fire / PNP

Bureau of Fire Protection Report from the
Bureau of Fire
b. For Distressed OFs: Passport, Travel Overseas Workers Welfare Administration /

Document/s, Certification from OWWA or Department of Migrant Workers / barangay
the Barangay
c. For Rescued Client: Certification from Local Social Welfare and Development
a social worker or case manager from Office or other social welfare agencies
rescued clients.
d. For victims of Online Sexual Local Social Welfare and Development

Exploitation: Police blotter and social Office or other social welfare agencies
worker’s certification for the victims of
online sexual exploitation of children
e. For Locally stranded individuals (LSI): Police Station – Police Blotter

LSI without valid IDs, the medical Hospital / Clinic – medical Certificate signed
certificate or the travel authority issued by by the Registered Physician
the Philippine national Police will suffice
and be accepted to prove his / her identity
For all other incidents:
Barangay Certificate of Residency or  Brgy. Hall where the client is

Certificate of Indigency or Certificate of presently residing
the Client is in need of Assistance as well  Police Station
as other documents from legal authorities  AFP or PNP
/ regulating agencies, as may be  Office of Civil Registry
applicable such as but not limited to  Certificate from the LDRMO or
Police Report / Blotter, Spot report from  Local Government Unit
the AFP or pNP, Joint AFP/PNP  Hospital or Clinic signed by
Intelligence Committee (JAPIC) Licensed Physician
Certificate, Certification of death, Disaster
Assisatnce Family Access cvard
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(DAFAC), Medico Legal certification
MATERIAL ASSISTANCE
1. General Intake Sheet DSWD CIU / CIS / SWAD
2. Material Assistance Distribution Sheet
DSWD / CIU / CIS / SWAD
FEES
CLIENT STEPS AGENCY TO BE PROCESSING PERSON
ACTIONS PAID TIME RESPONSIBLE
1.1 Secure a queuing 1.1 Provide Client None 3 Minutes Mamamayan Desk
number with queuing (excluding officer (Social
number queuing time) Welfare officer I / II
CIS – OS)
1.2 Present 1.2.1 DSWD None 10 minutes Mamamayan Desk
pertinent document personnel will officer (Social
check the validity, Welfare officer I / II
and completeness CIS – OS)
of required
documents
presented by the
client
1.2.2 Check the None 3 minutes Mamamayan Desk
Client’s record to (excluding officer (Social
the Crisis queuing time) Welfare officer I / II
Intervention CIS – OS)
Monitoring System
(CrIMS)
1.2.3 If documents None 3 minutes Mamamayan Desk
are complete and (excluding officer (Social
valid, and right queuing time) Welfare officer I / II
frequency of CIS – OS)
availment, the
client will be
advised to proceed
to step 2 and
submit documents
pertinent to their
request. If not, the
client will be
advised to comply
with the needed
documents of be
rescheduled to the
date wherein the
proper frequency
of availment will be
met
2. Submit pertinent 2.1 The DSWD None 10 minutes Social Welfare
documents for Social Welfare (excluding officer I / II CIS –
interview and Officer (SWOs) queuing time) OS
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Assessment shall interview,
assess the
documentary
requirements
presented, and
Fill-out the
information in the
General Intake
Sheet (GIS) and
the Certificate of
Eligibility
2.2 The DSWD None 20 minutes Social Welfare
Social Welfare (excluding officer I / II CIS –
Officer (SWO) queuing time) OS
shall determine the
eligibility of the
client to received
assistance, and
recommend the
appropriate
assistance.
If found to be
ineligible for the
services under the
program, the client
will be formally
informed of the
reason of
ineligibility and
henceforth be
declined and
provided with a
letter of
disqualification to
receive assistance.
2.3 Advise the None 2 minutes Social Welfare
client to Proceed (excluding officer I / II CIS –
to Step 3 and wait queuing time) OS
to be called for the
release for
assistance
2.4 Forward the None 3 minutes Social Welfare
Client’s Document (excluding officer I / II CIS –
to the authorized queuing time) OS
approving officer
2.5 Approve the None 10 minutes Social Welfare
Social Worker’s (excluding officer I / II CIS –
Page 8 of 629
recommendation if queuing time) OS
found reasonable
and with complete
and valid
documents
2.6 Scan the None 5 minutes Social Welfare
client’s approved (excluding officer I / II CIS –
documents for queuing time OS
filing, and forward
to Step 3 for
releasing of
assistance
3. Receive 3.1 Check the None 5 minutes Special Disbursing
Assistance Client’s identify (excluding Officer (SWO II or
queuing time) PDO I)
CIS- OS
3.2 Release the None 5 minutes Special Disbursing
Assistance (excluding Officer (SWO II or
queuing time) PDO I)
CIS- OS
4. Fill-out client Received the client None 5 minutes Anna Faye
satisfaction satisfaction survey (excluding Geronimo
measurement survey queuing time) SWO II, CIS
1
Time may vary depending on the influx of clients, technical, and other circumstances outside
the control of the Department
FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback At the initial contact with the Section’s staff – administrative
staff, a client satisfaction survey form shall be provided with
an explanation how to accomplish said form. Client shall drop
the accomplished form into a box at the office after completing
transaction with the section.
How feedbacks are The duly accomplished Satisfaction Survey Form shall be
processed consolidated together with the generated online customer
feedback form once a month, identifying issues and
concerns of the clients, which shall be discussed for
appropriate action. Status on the identified issues and
concerns shall be monitored on amonthly basis.
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How to file a complaint CIU/CIS and SWAD Offices shall implement two
mechanisms for handling grievances and complaints which
are (1) Written Communication and Email which is handled
by the Grievance Focal Person (GFP), and Personal or
Onsite Complaints thru the establishment of the Public
Assistance Complaint Desk(PACD).
A complaint may be filed through any of the

established
modalities:
 personal appearance (walk-in clients) through
the Public Assistance and Complaints Desk-
electronic email where concerns can be send to
[email protected]
 Letters addressed to the Regional Director, Ms.
Monina Josefina H. Romualdez.
 Through 8888 Citizen’s Complaint Center
How complaints are Written Communication and Email:

processed
Step 1: Recording and Tagging of Grievances
Grievances forwarded to the CID/CIS shall be received by the

assigned incoming document administrative staff of CID/S.
The said officer shall log the document in the Electronic
Document Tracking management System (EDTMS of the
Department signifying that the document was received by the
office. They will then forward it to the Grievance Focal Person.
The DRN, Subject of the document, and other pertinent
details shall be listed in the monitoring tool for action of the
Grievance Focal Person.
Step 2: Action and Response
Upon receiving the document, the Grievance Focal Person

shall assess and inform the concerned staff/s, team, or
section on their involvement in the received grievance case.
The concerned staff or team shall be given three (3) days to
respond to the compliant through a feedback letter. The said
document shall be sent to the concerned parties copy
furnished to the PMB-CID Grievance Focal Person.
Step 3. Monitoring
A designated Grievance Focal Person per CID/CIS and

SWAD offices shall be responsible for responding to and
monitoring grievances concerning their respective office. All
grievances will be recorded and monitored through a
centralized system to ensure all grievances are provided with
appropriate action in compliance with RA 11032.
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Step 4: Termination
Grievances provided with an action shall be marked as

resolved if no further follow-through from the complainant is
received after three (3) days from the date the feedback letter
was sent.
Personal or onsite Complaints:
A PACD shall be stationed within the CIU/CIS?SWAD

Satellite office operating area where it will be visible and
accessible to clients . The management of the said offices
shall designate a personnel to man the said desk to
immediately respond to complaints of clients onsite. Below is
the process of handling received cases.
Step 1: Recording of PACD Concern
The PACD Officer shall be in charge of addressing the

concerns raised through the PACD and shall account all
transactions through a PACD Monitoring tool which will
contain the basic information and contact details of the client,
and their concern.
Step 2: Assessment and Intervention
The PACD Officer shall be responsible to assess the concern

of the client and shall intervene based on the presented
concern. They shall observed maximum tolerance and calmly
handle clients expressing their concerns or plea, whatever the
case may be. For brevity, the PACD Officer shall provide a
brief description of the actions taken to resolve the concern of
the client on the PACD Monitoring Toll.
In cases that the client persisted to be unresolved with the

intervention despite the diligent effort of the PACD Officer to
assist them with their case, the PACD Officer shall be
required to prepare an incident report and escalate the
concern with the management
Contact Information
ARTA [email protected] / 84785093
PCC [email protected] / 8888
[email protected] / 09088816565
CCB
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2. Implementation of Assistance to Individuals in Crisis
Situation in Crisis Intervention Section – Offsite Serbisyo
Crisis Intervention Section – Offsite Serbisyo is provision of integrated services to

individual and families in crisis situation in the form of direct financial assistance to
ensure immediate relief from the unexpected situation such as crises and
emergencies.
Office or Division: Crisis Intervention Section – Offsite Serbisyo

Type of
G2C –Government to Citizens
Transaction:
Who may avail: Indigent, marginalized and vulnerable/disadvantaged individuals
and families or are otherwise in crisis situation based on the
assessment of the Social Worker
TRANSPORTATION ASSISTANCE
1. One (1) Any valid identification card of Valid ID cards are those that are issued by
the client/ person to be interviewed; the government and they usually come with
and a photo of the bearer or some form of
biometric, making them unique and fraud
proof. The following are the list of
acceptable ID Cards:
● SSS/GSIS/UMID, Philhealth, LTO,
PRC, OWWA, iDOLE, PAG-IBIG,
COMELEC or Voter’s Certification,
PNP, Senior Citizen, Airman License,
Postal, ePassport NBI, and Barangay
ID, Philippine National ID or any
government issued ID with validity
date
2. Police Blotter/ Police Certification (for From the Police Station
victims of pickpockets, illegal
recruitment, etc.);
3. Other supporting document/s such as From hospitals/clinic for medical abstract
but not limited to, justification of the Court- court order/subpoena
social worker, medical certificate, Social worker-justification
death certificate, and/or court
order/subpoena
4. Barangay Certificate or Residency or From the Barangay where the client is
Certificate of Indigency or Certificate of presently residing.
the client is in need of assistance may
be required
Page 12 of 629
date
2. Medical Certificate/Clinical Abstract Attending Physician or from Medical

complete with name, license number Records of the hospital/clinic.
and signature of the Physician issued
within three months (Original / Certified
true copy)
3. Hospital bill / Statement of Account Billing clerk of the hospital
signature
4. Social Case Study Report/ Case Licensed social worker from DSWD, Local
Summary Social Welfare and Development Office and
Medical Social Service
be required
MEDICAL ASSISTANCE FOR MEDICINE / ASSISTIVE DEVICE
1. One (1) Any valid identification card: Valid ID cards are those that are issued by
and the government and they usually come with
a photo of the bearer or some form of
PRC, OWWA, DOLE, PAG-IBIG,
date
within three months (Original /
Certified true copy)
Page 13 of 629
3. Prescription with date of issuance, Attending Physician from a hospital/clinic
signature of the Physician issued
within three months.
Certificate of Indigency or Certificate presently residing.
of the client is in need of assistance
may be required
MEDICAL ASSISTANCE FOR LABORATORY REQUESTS
1. One (1) Any valid identification card Valid ID cards are those that are issued by
of the client/ person to be the government and they usually come
interviewed, and with a photo of the bearer or some form
of biometric, making them unique and
fraud proof. The following are the list of
government issued ID with validity date
within three months (Original /
Certified true copy)
3. Laboratory Requests with name, Attending Physician from a hospital/clinic
license number and signature of the
Physician
Summary Social Welfare and Development Office
and Medical Social Service
Certificate of Indigency or Certificate presently residing.
of the client is in need of assistance
may be required
BURIAL ASSISTANCE FOR FUNERAL BILL
Page 14 of 629
 SSS/GSIS/UMID, Philhealth, LTO,
date
2. Registered Death Certificate/ City/Municipal Hall ( Civil Registry Office),
Certification from the Tribal Chieftain hospital, Funeral Parlor or Tribal chieftain,
(Original / certified true copy
3. Funeral Contract Authorized staff of the Funeral Parlor/
Memorial Chapel
be required
BURIAL ASSISTANCE FOR TRANSFER OF CADAVER
the client/ person to be interviewed the government and they usually come with
date
(Original / certified true copy)
3. Funeral Contract Authorized staff of the Funeral parlor/
Memorial Chapel
4. Transfer Permit City/Municipal Hall, hospital, funeral Parlor
or Tribal chieftain
be required
1. One (1) Validated School ID and Valid Valid ID cards are those that are issued by
I.D of the Parent/guardian; and the government and they usually come with
Page 15 of 629
date
2. Enrolment Assessment Form or Registrar, Authorized staff from the school
Certificate of Enrolment or Registration
3. Statement of Account for college Registrar officer, Authorized staff from the
students, when available. This may not school
available to State Universities
4. Barangay Certificate or Residency or From the Barangay where the client ID
Certificate of Indigency or Certificate of presently residing
be required
1. One (1) identification card of the Valid ID cards are those that are issued by
client/person to be interviewed; and the government and they usually come with
date
be required
1. One (1) identification card of the Valid ID cards are those that are issued by
client/person to be interviewed; the government and they usually come with
Page 16 of 629
date
Depending on the circumstances: Police Station, Bureau of Fire, Philippine
Embassy / Consulate, Social Worker from
a. For Fire Victims: Police Report/ welfare agencies.
Bureau of Fire Protection Report from
the Bureau of Fire
b. For Distressed OFs: Passport, Travel

Document/s, certification from OWWA
or the Barangay
c. For Rescued Client: Certification from

a social worker or Case manager from
rescued clients.
d. For victims of Online Sexual

Exploitation: Police Blotter and social
e. For Locally stranded individuals

(LSI): LSI without valid IDs, the
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 or From the Barangay where the client is

the Client is in Need of Assistance as well
as other documents from legal
authorities/regulating agencies, as may
be applicable.
PROVISION OF PPE
1. One (1) Any valid Government Issued Valid ID cards are those that are issued by
I.D the government and they usually come with
Page 17 of 629
date
2. RT-PCR* Test Result, if applicable;
*Reverse Transcription - Polymerase
Chain Reaction
3. One (1) Any valid Government Issued Valid ID cards are those that are issued by
I.D the government and they usually come with
date
FEES
1. Entrance of the 1. Issuance of None 3 minutes CIS-OS
client to the CIS- queuing number, Administrative
Offsite holding area and facilitating the Staff
asking for queuing filling-out of the
number and Health Health Declaration
Declaration form. Form to clients
2. Receipt and 2.1 The client and None 5 minutes CIS Social
Screening of beneficiary’s Worker
Documents and documents and or
CrIMS Verification records are Administrative
checked in order to Staff
determine if
eligible to receive
assistance as per
the documentary
requirements and
the prescribed
periods of availing
assistance
Page 18 of 629
stipulated in the
guidelines.
 If the documents None 5 minutes

are complete; the
client will be
interviewed and
assessed.
 If the documents None

are incomplete,
the Social
Welfare Officer
will request the
client to comply,
secure and
complete the
lacking
documents.
2.2 Encoding of None

the client and
beneficiary’s
information and
family’s
composition in
CRIMS
3. Interview and 3.1 The Social None 20 minutes CIU/ CIS Social
Assessment Worker will Worker
conduct a
thorough interview
as the basis for the
assessment of the
client’s current
socio-economic
situation.
The General
Intake Sheet shall
be accomplished
by the Social
Worker and shall
be concurred by
the Client. A Social
Case Study Report
may be requested
Page 19 of 629
to further deepen
the assessment
and validate the
information
None 5 minutes
3.1 The social
worker will provide
the CSMSF and Social Worker or
instruct the client Administrative Staff
to fill out the form
and once done
may drop it to the
designated drop
box.
None 5 minutes
3.3 The type of
assistance and its
value will be
determined by the
Social Worker as
per assessment of
the client’ socio-
economic situation
as well as
documents
presented.
None 5 minutes
3.4The
assessment and
recommendation
of the Social
Worker shall be
reviewed awaiting
for concurrence,
approval, or other
instructions.
3.5 The
recommended
amount once
reviewed with
concurrence, will
be approved.
*If there are
revisions or
corrections or
justification
needed, the Social
Page 20 of 629
Worker will be
informed for further
instructions.
4. Release of 4.1 CIS-Offsite
Assistance Serbisyo
4.1a. Cash out
right (Php 10,000
and below)
Special Disbursing
a. The CIS-OS None 3 minutes Officer and Admin
Special Staff
Disbursing
Officer will
release the
assistance
4.2.b Guarantee
Letter
addressed to
the Service CIS-OS Admin
Provider Php Staff
None 10 minutes
50,000.00
below)
a. Social
Worker will
prepare the
guarantee letter
b. CIS-OS
Admin staff will
encode the
Guarantee Letter
to EDTMS
c. CIS-OS
Head will Review
and Approve the
GL.
* If there are
revisions or
corrections or
justification
needed, the Social
Worker will be
Page 21 of 629
instructed to
reprocess the
request of
assistance.
4.1. c If approved,
the Administrative
Staff will release
the Guarantee
Letter to the client
TOTAL None
56 minutes both for cash
outright and GL (up to P50,000)
GUARANTEE LETTER WITHIN 1 to 7 DAYS TRANSACTIONS
● Guarantee Letter 4.3.a Reviewed and None Within the day Edwin S. Morata
addressed to the approved by the CIS-OS Head
Service Provider Approving Officer
Php 20,000-50,000
● Guarantee Letter 4. 3.b Reviewed and None 1-2 working Mirriam C. Navarro
addressed to the approved by the days Division Chief
Service Provider Approving Officer.
Php50,001.00 up to
Php 75,000
● Guarantee Letter 4.3.c Reviewed and None 3-4 working Teresita L.

addressed to the approved by the days Valentino
Service Provider Approving Officer. Assistant Regional
Php75,001 up to Director for
Php 100,000 Operations(ARDO)
● Guarantee Letter 4.3.e Reviewed and None 5-7 working Monina Josefina H.
addressed to the approved by the days Romualdez
Service Provider Approving Officer. Regional Director
Php100,001 up to
Php 150,000
4.3.e.1 CIS-OS None 5 minutes Administrative

Admin Staff will Staff/Processor
text/call the client to
claim the approved
GL
4.3.e.2 Client will None

present the
Identification Card
and or Authorization
Letter of authorized
representative to the
staff assigned
Total None 1 to 7 working days
Page 22 of 629
How to send feedback At the initial contact with the Section’s staff – administrative
staff, a client satisfaction survey form shall be provided with
an explanation how to accomplish said form. Client shall drop
the accomplished form into a box at the office after completing
transaction with the section.
How feedbacks are On a daily basis, the focal person accounts, summarizes and
processed rafts response to feedbacks needing actions and / or
responses. Draft response together with the summary of
feedback received shall be forwarded for review and input of
FO management. Response to clients shall be relayed via
email or phone call. Should they need to follow-ups, the
section can be reached thru 8-7330010 to 18.
How to file a complaint To file a complaint against the staff, the client can send the
following details to Authority to [email protected]:
- Full name and contact information of the complainant
- Narrative of the complain
- Evidences
How complaints are The focal person shall verify and investigate the complaints
processed and prepare draft response for review and input of Field Office
Management. The client will be informed via email or phone
call.
Contact Information
ARTA ARTA: [email protected]

Tel No; 8478-5093
CCB
CCB: 0908-881-6565 (SMS)
PCC 8888
Page 23 of 629
3. Implementation of Assistance to Individuals in Crisis
Situation in Crisis Intervention Section – Malasakit Center
Pursuant to the approval of the Republic Act 11463 or otherwise known as an Act
Establishing Malasakit Centers in All Department of Health (DOH) Hospitals in the
Country and in the Philippine General Hospital (PGH), it furthers improves the
delivery of health care services to the people and strengthens accessibility and
efficiency in the process of availing of medical and financial assistance for health
services, further, the establishment of Malasakit Centers adopts the multi-sectoral
and streamed approach in addressing health issues and affirm the inherently,
integrated and indivisible linkage between health and social services consistent
with the whole-of-government, whole-of-society and whole-of-system framework
inspired by the RA 11223 or the universal Health Care Act.
Ensuring that patients experience compassion and empathy or “malasakit”, and

receive respect and dignity in availing of health services through a one-stop-shop
center.
3.1 Provision of Financial Assistance through Outright Cash
In pursuant to Republic Act 11463, DSWD is mandated to provide Financial

Assistance as monetary aid, in the form of a guaranty letter, cash, or check to
clients for hospitalization expenses, medicines, medical treatment, or procedures
(implant, laboratories, and alike) as well as provision of assistive devices. The
amount of cash assistance can be provided up to Php.10,000 depending on the
assessment of the interviewing social worker (MC 11, series of 2019).
Office or Division: CIS - Malasakit Center

Transaction:
Who may avail: IN /OUT Patients of designated Malasakit Center Hospitals
1. At least one (1) of any Valid Government agencies issuing an
Government Issued I.D identification card such as but not limited to
SSS, Philhealth, LTO, PAG-IBIG,
COMELEC, NBI, DFA, PhilPost, Police
Station, BIR, and Barangay among other.
2. Barangay Indigency / Certificate of Barangay Hall
Residency with dry seal if required.
(1 Original copy)
3. Medical Certificate/ Clinical Abstract MALASAKIT Center Hospital Records
with date of issuance, complete name , Section
signature and license number of the
attending physician (issued within three
months/ 1 Original copy or 1 Certified
Page 24 of 629
True Copy)
4. For payment of the following :
 Hospital Bill/ Statement of Account Hospital’s Billing Section/ Accounting Office

(Outstanding Balance) with
complete name and signature of
the Billing Clerk and attending
physician (issued within three
months/ 1 Original and 1 Certified
True Copy)
Note:
Promissory note is required once

patient is already discharged and with
pending balance from the hospital.
 For medicines/ assistive devices,

Attending Physician from Hospital/ Clinic
prescription with date of issuance,
complete name, signature and
license number of the attending
months/ 1 Original and 1
photocopy)
 For medical procedures/ Dialysis Centers, Hospital, Attending

chemotherapy, dialysis treatment, Physicians
laboratory request/ actual quotation
of treatment with date of issuance,
complete name, signature and
license number of the attending
months/ 1 Original and 1
photocopy)
5. Social Case Summary/ Study Report Local Social Welfare and Development
that will provide information that the client Offices where the client permanently/
is eligible for assistance (1 Original and 1 temporarily resides.
photocopy)
Medical Social Service Unit (MSSU)
6. Endorsement letter / Referral slip from Medical Social Service Unit (MSSU)
the Medical Social Service Unit with the
approval of MSSU Head.
FEES
1.Submit 1.1 Checking the None 10 minutes Medical Social
requirements to completeness of Worker from MSSU
Page 25 of 629
Medical Social documents
Service Unit (MSSU) 1.2 Verification of
clients name to
MSSU database
1.3 Conduct
interview and
assessment to
clients need.
Note:
If clients’ need is
Available within
the Malasakit
Center like
medicine,
laboratory, dialysis
and other
procedure. MSSU
will provide
assistance
(Citizen’s Charter
c/o Malasakit
Hospital)
If clients’ need is
NOT Available
within Malasakit
Center like
medicine,
laboratory,
dialysis,
procedures and
with big amount of
hospital bills which
the MSSU cannot
cover
MSSU will endorse
clients to other
partner agencies
like DSWD,
PhilHealth and
PCSO.
2. Proceed to 2.1 Checking of None 15-20 minutes DSWD-NCR
Malasakit Center clients and patient (from 2.1 – Malasakit Center
DSWD desk for name to Crisis 2.9) Social Welfare
interview and Intervention Officer
Page 26 of 629
assessment of Monitoring System
clients need. (CRIMS)
2.2 Verification
and checking the
authenticity an
completeness of
the documents
2.3 Conduct intake
interview and filling
up the information
of clients and
beneficiaries to
General Intake
Sheet
2.4 Assessment of
the clients’ need
based on the
submitted
requirements and
presenting
problem
2.5 Fill-out the
form, Certificate of
Eligibility indicating
the information of
the client and the
amount to be
provided to the
client.
2.6 Accomplish
Acknowledgement
receipt indicating
the amount of
assistance to be
provided to the
client
2.7 Explain to the
client the amount
of assistance to be
extended and its
basis
Note: While
waiting, client can
already
accomplish the
client’s satisfaction
Page 27 of 629
measurement
survey form.
Malasakit Social
Welfare Officer will
assist and guide
the clients on
steps and how to
accomplish said
survey sheet which
is also posted in all
Malasakit Social
Worker’s Desk for
client reference.
3. Proceed to Special 3.1 Assist the None 4 minutes DSWD-NCR
Disbursing Officer client in signing the Malasakit Center
(SDO) for cash Certificate of Social Welfare
releasing Eligibility and Officer
Acknowledgment
Note:
receipt.
However, due to lack 3.2 Review the
of manpower, completeness of
assigned Malasakit Documents
Social Worker is the
one who act as SDO 3.3 Issue the
and releases the cash signed
to the clients Acknowledgement
Receipt (Client’s
Copy)
4. Picture Taking with Assist client during None 1 minute DSWD-NCR
proof of cash received the picture taking Malasakit Center
Social Welfare
Officer
Total None 25 minutes for DSWD transaction
only
3.2 Provision of Burial Assistance through Outright Cash
Burial Assistance through Outright Cash aims to defray the funeral and related
expenses, including but not limited to expenses in bringing the remains to the
residence and/or burial site in accordance to the existing customary practices of the
family especially among Indigenous People and Moro. Cash Outright can be
provided up to P10,000.00 depending on the assessment of the interviewing social
worker. (MC 11, series of 2019)

Page 28 of 629
Transaction:
Who may avail: IN / OUT patient of designated Malasakit Center Hospitals
Government Issued I.D. identification card such as but not limited to
Station, BIR, and Barangay among others.
2. Barangay Certificate of Residency / Barangay Hall
Brgy. Indigency with Brgy. Seal (1
Original, 1 photocopy)
3. Death Certificate already registered to Local Government Unit
local civil registry office and w/ registry no.
(issued within three months/ 1 Original
and 1 Certified True Copy)
4. Funeral Bill presenting the actual Funeral Service Providers
expenses incurred (issued within three
months/ 1 Original and 1 Certified True
Copy)
Note:
Promissory note is required once clients has

pending balance from the Funera.l
5. Social Case Summary/ Study Report Local Social Welfare and Development
is eligible for assistance (1 Original and 1 temporarily resides.
photocopy)
6. Endorsement letter from the Medical Medical Social Service Unit (MSSU)
Social Service Unit with the approval of
MSSU Head.
FEES
1. Submit 1.1 Checking the None 5 minutes Medical Social
Medical Social documents.
clients name to
MSSU database
1.3 Conduct Initial
interview to clients
need
1.4 Endorsement
to DSWD
Malasakit Center
desk
Page 29 of 629
2. Proceed to 2.1 Checking of None 15 minutes DSWD-NCR
Malasakit Center clients and patient Malasakit Center
DSWD desk for name to Crisis Social Welfare
clients need. (CRIMS)
2.2 Verification
and checking the
authenticity and
completeness of
the documents
2.3 Conduct intake
up the information
of clients and
beneficiaries to
General Intake
Sheet
2.4 Assessment of
the clients
2.5 Fill-out the
the information of
the client and the
amount provided
to the client
2.6 Accomplish
Acknowledgement
receipt indicating
the amount of
assistance
provided to the
client
2.7 Explain to the
client the amount
of assistance to be
extended and its
basis
Note:
While waiting,
client can already
accomplish the
Client’s
Satisfaction
Page 30 of 629
Measurement
Survey Form
Malasakit Social
assist and guide
the clients on
steps and how to
accomplish said
survey sheet which
is also posted in all
Malasakit Social
Worker’s Desk for
client’s reference.
3. Proceed to 3.1 Assist the None 4 minutes DSWD-NCR
Special Disbursing client in signing the Malasakit Social
Officer (SDO) for Certificate of Welfare Officer
cash releasing Eligibility and
Acknowledgement
Note: receipt
3.2 Review
However, due to lack
assigned Malasakit documents
Social Worker is the 3.3 Issue the
one who act as SDO signed
and releases the cash
acknowledgement
to the clients
receipt to client
(client’s copy)
3.4 Release cash
assistance to the
client
4. Picture Taking with Assist client during None 1 minute DSWD-NCR
proof of cash received the picture taking Malasakit Center
Social Welfare
Officer
TOTAL None 20 minutes for DSWD transaction
only
3.3 Provision of Transportation Assistance through Outright Cash
This assistance is for the purchase or payment of transports (land/air/sea) tickets

and/or expenses to enable the client to their home provinces permanently or seek
further medical intervention in another place or attend to emergency concerns of a
family member.
Page 31 of 629
Procured ticket shall be issued to the client unless in instances when giving outright
cash is more convenient. (MC 11, series of 2019)

Transaction:
Government Issued I.D identification card such as but not limited to
Station, BIR, and Barangay among others.
2. Barangay Certificate of Residency / Barangay Hall
Brgy. Indigency with Brgy. Seal (1
Original, 1 photocopy).
3.Social Case Summary/ Study Report Local Social Welfare and Development
is eligible for assistance.( 1 Original and 1 temporarily resides.
photocopy)
MSSU Head.
FEES
Medical Social documents.
clients name to
MSSU database
1.3 Conduct initial
need
1.4 Endorsement
to DSWD
Malasakit Center
desk
2. Proceed to 2.1 Checking of None 15-20 minutes DSWD-NCR
Malasakit Center clients and patient Malasakit Center
DSWD desk for names to Crisis Social Welfare
clients need (CRIMS)
2.2 Verification
Page 32 of 629
and checking the
authenticity and
completeness of
the documents
2.3 Conduct intake
up the information
of clients and
beneficiaries to
General Intake
Sheet
2.4 Assessment of
the clients need
based on the
submitted
requirements and
presenting
problem
2.5 Coordination to
other Bus terminal
and partner 2Go
representative
2.6 Computation of
the fare expenses
based on the
amount suggested
by the Terminal
and 2Go
representative
2.7 Fill-out the
the information of
the client and the
amount provided
to the client
2.8 Accomplish
acknowledgement
receipt indicating
the amount of
assistance
provided to the
client
29. Explain to the
client the amount
to be extended
and its basis
Page 33 of 629
Note:
While waiting,
client can already
accomplish the
[measurement
survey form
assisted by
Malasakit Center
Social Welfare
Officer
3. Proceed to 3.1 Assist the None 4 minutes DSWD-NCR
Special Disbursing client in signing the Malasakit Center
Officer (SDO) for Certificate of Social Welfare
Cash Releasing Eligibility and Officer
Acknowledgment
Note: receipt
3.2 Review
However, due to lack
assigned Malasakit documents
Social Worker is the 3.3 Issue the
one who act as SDO signed
and releases the cash
acknowledgement
to the clients
receipt (client’s
copy)
Release cash
assistance to the
client
4. Picture taking with Assist client during None 1 minute Malasakit Center
proof of cash the picture taking Social Welfare
received Officer
Total None 25 minutes for DSWD transaction
only
3.4 Provision of Food Assistance through Outright Cash
Food Assistance is given to clients assessed to be in need as well as to those who

are caring for their seek relatives in the hospitals, grantees of transportation
assistance, attendance to court hearings and rescued trafficked victims.
Amount of assistance can be up to a maximum of Five thousand pesos Php 5,000

(MC 11, series of 2019)
Page 34 of 629
Transaction:
1. Any valid Government Issued I.D Government agencies issuing an
identification card such as but not limited to
Station, BIR, National Identification Card
and Barangay among others.
2. Barangay Certificate of Residency with Barangay Hall
Brgy. Seal (1 Original, 1 photocopy)
MSSU Head.
FEES
Medical Social document
Service Unit for 1.2 Verification of
interview and clients name to
assessment MMSU database
MSSU database
1.3 Conduct initial
need.
1.4 Endorsement
to DSWD
Malasakit Center
desk.
2. Proceed to Social 2.1 Checking of None 15 minutes DSWD-NCR
Worker’s Desks and clients and patient (from 2.1 – Malasakit Center
submit the required name to Crisis 2.8) Social Welfare
documents for Intervention Officer
verification and Monitoring System
assessment of (CRIMS)
needs 2.2 Verification and
checking the
authenticity and
completeness of the
document
Page 35 of 629
2.3 Conduct intake
up the information of
clients and
beneficiaries to
General Intake
Sheet
2.4 Assessment of
the clients need
based on the
submitted
requirements and
presenting problem
2.5 Fill-out the form,
Certificate of
the information of
the client and the
amount provided to
the client
2.6 Accomplish
acknowledgement
receipt indicating the
amount of
assistance to be
provided to the client
2.7 Explain to the
client the amount of
assistance to be
extended and its
basis
2.8 While waiting,
client can already
accomplish the
survey sheet
Note:
Malasakit Social
assist and guide the
clients on steps and
how to accomplish
said survey sheet
which is also posted
in all Malasakit
Social Worker’s
Desk for clients
reference.
3. Proceed to Special 3.1 Assist the client None 4 minutes DSWD-NCR
Disbursing Officer in signing the Malasakit Center
Page 36 of 629
(SDO) for cash Certificate of Social Welfare
releasing. Eligibility and Officer
Acknowledgement
Note: receipt.
3.2 Review
However, due to lack completeness of
of manpower,
documents
assigned Malasakit
Social Worker is the 3.3 Issue the signed
one who act as SDO Acknowledgement
and releases the cash Receipt (Client’s
to the clients copy)
3.4 Release cash
assistance to the
client.
4. Picture Taking with 4. Assist client None 1 minute Malasakit Center
proof of cash received during the picture Social Welfare
taking Officer
TOTAL None 20 minutes for DSWD transaction only

How to send feedback Assigned Social Welfare Officer of designated Malasakit
Centers will conduct an orientation on the proper way of filling
out Client Satisfaction Survey Form which they shall fill-out to
assess their experience and inputs on the process of availing
the assistance at Malasakit Center.
Social Workers will personally assist the clients in filling-out

the survey form and will be collected and endorsed to
Malasakit ARTA Focal Person.
Contact info: 8735-5413 / 3493-7907

Email:[email protected]
How feedbacks are On a daily basis, the designated staff shall account the
processed number of respondents and summarize their level of
satisfaction and feedbacks with the services of the Section.
Result of the survey / feedback will be shared to the staff at

the end of the day to inform them of the areas of concerns
and those requiring immediate attention / response.
Feedbacks requiring immediate response will be responded

within three (3) days upon receipt of the said document
addressed to the involved offices as well as to the client
herself / himself.
Summarized result of the survey with analysis will be
Page 37 of 629
submitted to the Field Office – NCR on a quarterly basis.
How to file a complaint Client who wanted to file a complaint can send email thru the
Section’s official e-mail address and/or to the Regional
Director’s Office.
Complaints can also be filed via telephone. There will be a

dedicated social worker on a daily basis to attend to the
various concerns of callers concerning the services of the
Section.
How complaints are Client’s complaint will be attended by the designated
processed Mamamayan Desk Office on a daily basis.
If the client’s complaint needs immediate response, it will be

forwarded to the Section Head for appropriate response.
Section Head will forward said complaint with attached

response to the FO-NCR for further inputs and approval.
Once approved, it will be sent to the complainant for her / his

information and reference of the action taken by the Section.
Unless the complaint required investigation, said document,

together with all the supporting documentation will be
forwarded to FO-NCR for reference and appropriate action.
Contact Information

Tel No. 8478-5093
0908-881-6565 (SMS)
CCB
8888
PCC
Page 38 of 629
4. Facilitation of Referral on Child in Need of Special Protection
(CNSP) to Field Offices and other Intermediaries
Facilitation of Referral on Child/ren in Need of Special Protection (CNSP) to Field

Offices and Other Intermediaries
Children in Need of Special Protection (CNSP) refer to all persons below 18 years of
age, or those 18 years old and over but are unable to take care of themselves
because of physical or mental disability condition; who are vulnerable to or are
victims of abuse, neglect, exploitation, cruelty, discrimination, and violence (armed
conflict, domestic violence and other analogous conditions prejudicial to their
development) per Memorandum Circular No. 29, series of 2005.
Office or Division: Community Based Services Section/Protective Services Section

Classification: Highly technical
Type of Government to Citizens
Transaction:
Who may avail: CNSP & WEDC
1.Referral letter National Bureau of Investigation, Philippine
National Police, Other DSWD Field Offices,
DSWD- Program Management Bureau
Central Office, Regional Trial Court’s,
Municipal Trial Courts, Department of
Education (DEPED), Department of Labor
and Employers (DOLE),
2. Original and 2 photocopies of Brgy. Barangay covering their residence
Certificate of Residence
3. Valid Identification card & 2 Client securing the assistance (parents of
photocopies (primary or secondary) the victim) Primary & secondary
4. Original and 2 photocopy Brgy. Blotter Barangay covering their residence
5. Photocopy of Medico-legal Government hospital/clinic
6. Birth certificate of the child Philippines Statistics Office (PSA)
CLIENT STEPS AGENCY FEES PROCESSING PERSON
ACTIONS TO BE TIME RESPONSIBLE
PAID
1. Proceed to 1.1 Receive case None 10 minutes Jerome Torres
Community Based through the Admin Aide IV,
Services Section following means: CBSS
(CBSS) office walk-in, email,
phone-in and
record the details
thereafter.
1.2 Endorse to 5 minutes

Officer of the Day
Page 39 of 629
(OD).
2. Present the 2.1 Interview and None 15-30 minutes SWO-II, CBSS
concern to the OD / assess the client’s
attending Social need.
Worker
2.2 Inform the
client of the
process and
assistance
available including
limitation of the
agency to set
clients expectation.
3. Client decides to 3.1.1 If for financial None 1 hour SWO-II CBSS
avail the assistance assistance,
& has available provide
documents (but for transportation /
the minors without financial / food
adult companion, it assistance (once
is automatic that cash advance is
their custody will be available
under DSWD) & fill- 3.1.2.1 If a referral 1 day
up necessary letter is needed,
documents needed draft referral letter
in the processing for to the concerned
the assistance to intermediary and
include Certification respond to the
of eligibility for the letter of the
transportation and referring party.
food assistance
3.1.2.2 Initial 20 minutes
coordination with
the receiving
intermediary
3.1.2.3 Review ½ day Maria Cielo G.

and/or affix initials Agotilla
/ signatures on the OIC, CBSS
referral letter and
Mirriam C. Navarro
response to the ½ day
Chief, PSD
referring agency
Teresita L.
½ day Valentino
Asst. Regional
Director for
Operations
½ day Monina Josefina H.
Page 40 of 629
Romualdez
Regional Director,
FO-NCR
3.1.2.4 Transmit 1 day Jerome Torres
letters Admin Aide IV,
CBSS
4. Evaluate quality of Receive 20 minutes SWO-II CBSS
service. Accomplish accomplished CSMF
CSM Form and endorse to
EODB Focal Person
for consolidation
5. Participate in After 5.1 Follow-up status 1-15 days SWO-II CBSS
Care Services of client
5.2 Reiteration/
acknowledge
feedback
/communication
from the
intermediary.
TOTAL None 19 days and 25 minutes
Page 41 of 629
5. Provision of Assistance to People Living with HIV
As part of the DSWD’s psychosocial care and support services for persons living with
HIV (PLHIV) and their affected families and in accordance with Section 36 of RA 11166,
the Department, through its Field Offices (FOs) provides economic assistance for
education, livelihood, burial/funeral, transportation, medical, and food. These forms of
assistance are meant for individuals and families of PLHIV in need of social welfare and
development interventions.
The direct provision of this assistance aims to mitigate the impact of HIV and AIDS on
affected individuals and their families, assuring their well-being and; contributing to the
overall response of the national government to HIV and AIDS.
Office or Division: Community Based Services Section

Type of G2C - Government to Citizens
Transaction:
Who may avail: People Living with HIV (PLHIV) and their affected families
Medical Assistance for Hospital Bill
1. Any valid identification card of the  Government agencies issuing an
client/ person to be interviewed identification card (SSS, Philhealth, LTO,
PAG-IBIG, COMELEC, NBI, DFA and
among others)
2. Medical Certificate/Clinical Abstract  Attending Physician or from Medical
complete with name, license number and Records of the designated Treatment
signature of the Physician issued within Hubs and/or Primary HIV Care Facilities
three months (original and one(1)
photocopy)
3. Hospital bill / Statement of Account  Billing clerk of the hospital
signature (original and one(1) photocopy)
4. Social Case Study Report/ Case  Licensed social worker from DSWD,
Summary Local Social Welfare and Development
Office, Medical Social Services,
Treatment Hubs, and Primary HIV Care
Facilities
5. Certificate of Indigency or Barangay  From the Barangay where the client is
Certificate declaring client’s situation presently residing.
(original and one(1) photocopy)
Medical Assistance for Medicine
complete with name, license number, and Records of the designated Treatment
signature of the attending physician Hubs and/or Primary HIV Care Facilities
issued within three months (original and
one(1) photocopy)
Page 42 of 629
2. Prescription with the date of issuance,  Attending Physician or from Medical
complete name, license number, and Records of the designated Treatment
three (3) (original and one(1) photocopy)
client/ person to be interviewed identification card(SSS, Philhealth, LTO,
among others)
Facilities
Medical Assistance for Laboratory Requests
among others)
complete with name, license number and Records of the designated Treatment
three months (original and one(1)
photocopy)
3. Laboratory Requests with name,  Attending Physician or from Medical
license number and signature of the Records of the designated Treatment
attending physician issued within three (3) Hubs and/or Primary HIV Care Facilities
months (original and one(1) photocopy)
Facilities
Burial Assistance for Funeral Bill
among others)
2.Death Certificate or Certification from  City/Municipal Hall ( Civil Registry
the Tribal Chieftain (for IPs), Imam (for Office), hospital, Funeral Parlor or
Moro), or any authorized medical Tribal/Religious Chieftain/Leader,
practitioner in the absence of a death
Page 43 of 629
certificate (original and one(1) photocopy)
3. Funeral Contract with Outstanding  Authorized staff of the Funeral Parlor/
Balance except for Muslims and Memorial Chapel
Indigenous People performing customary
practices (original and one(1) photocopy)
4.Certificate of Indigency or Barangay  From the Barangay where the client
Certificate declaring client’s situation is presently residing.
Burial Assistance for Transfer of Cadaver
client/ person to be interviewed identification card (SSS, Philhealth, LTO,
among others)
2. Death Certificate or Certification from  City/Municipal Hall (Civil Registry Office),
the Tribal Chieftain (for IPs), Imam (for hospital, Funeral Parlor or
Moro), or any authorized medical Tribal/Religious Chieftain/Leader
practitioner in the absence of a death
certificate (original and one(1) photocopy)
3. Funeral Contract except for Muslims  Authorized staff of the Funeral Parlor/
and Indigenous People performing Memorial Chapel
customary practices (original and one(1)
photocopy)
Educational Assistance
among others)
2. Validated school ID of the student  Registrar, Authorized staff from the
beneficiary school
2.Enrolment Assessment Form or  Registrar, Authorized staff from the
Certificate of Enrolment or Registration school
3. Statement of Account for college  Registrar officer, Authorized staff
students, when available. This may not from the school
Registrar (original and one(1) photocopy)
4. Certificate of Indigency or Barangay  From the Barangay where the client
Certificate declaring client’s situation is presently residing.
Food Assistance for Individuals and Families
among others)
Page 44 of 629
2. Barangay Certificate/ Certificate of  From the Barangay where the client/s
Residency is/are presently residing.
Transportation and Cash Assistance for Other Support Services
among others)
2. Depending on the circumstances:  Police Station, Bureau of Fire, Philippine
-Police Report/ Bureau of Fire Protection Embassy / Consulate, Social Worker
Report from the Bureau of Fire from welfare agencies.
-Passport, Travel Document/s,

certification from OWWA or the Barangay
-Certification from social worker or Case

manager from rescued clients.
-Police Blotter and social worker’s

certification for the victims of online
sexual exploitation of children
- For Locally stranded individuals (LSI)

without valid IDs, the Medical Certificate
or the Travel Authority issued by the
Philippine National Police will suffice and
be accepted to prove his/her identity.
3.For all other incidents- Barangay  From the Barangay where the client
Certificate of Residency or Certificate of is presently residing.
Indigency or Certificate of the Client is in
Need of Assistance as well as other
documents from legal
authority’s/regulating agencies, as may be
applicable.
FEES PERSON
CLIENT STEPS AGENCY TO BE PROCESSING RESPONSIBLE
ACTIONS PAID TIME
1. Client receives 1. Issuance of None 5 minutes Jerome Torres,
accomplished Health Declaration Admin
Health Declaration Form and queue
Form and received number
queuing number
2. Submits 2.1 Conduct initial None 5 minutes Remedios Eripol,
documents and self interview to identify Designated PLHIV
for interview and needs/queries of Focal Staff
assessment the client
Romeo Muyco
Alternate
If asking for 5 minutes
Page 45 of 629
informational
service, provide
the necessary
information and a
copy of the
checklist of
requirements.
If submission of
requirements to
avail service,
receive documents
2.2 Review
documents
submitted by
client.
If the client is a
referral from other
agencies or
organizations:
 Check
Documentary
Requirements
for needed
Assistance and
completeness of
forms for
referrals
If the walk-in
client, PLHIV:
 Conduct initial
interview to
identify
assistance
being sought for
and review
document
requirements
being presented
as to
completeness
and compliance
If supporting
documents are
Page 46 of 629
incomplete and
non-compliant,
provide a checklist.
Check the
completed /
compliant
documentary
requirements and
highlight
incomplete/
noncompliant
requirements for
submission and
ask client to return
with completed
documents
required.
3. Client to fill-out 3. Conduct of None 15 minutes
necessary fields in further verification
prescribed forms of submitted
documents and
probing interview
 Verify submitted
requirements for Remedios Eripol,
veracity, Designated PLHIV
consistency, and Focal Staff
authenticity.
- If one or more Romeo Muyco
documents are Alternate
found to be
inauthentic or
contains
inadequate
details, provide
explanation to
client;
- Provide
checklist and
identify which
document is
inauthentic and
inadequate.
 Conduct
assessment and
intake interview
4.Recommend None 15 minutes
Page 47 of 629
assistance to be
provided to client
and facilitate
disbursement or
referral to other
DSWD OBSUs
If assistance may
be directly
provided:
 Preparation of
Certificate of
Eligibility
 Encoding of
client’s
information to
registry and
accomplishmen
t of Form Three
(3) Referral
Feedback if
client was
referred by
another
agency;
 Submit
documents to
authorized
personnel for
review and
approval;
 Ensure all
required
signatories and
fields are
accomplished.
If client needs to
be referred to None If within the
other OBSUs such day:
as the CIS and 30 minutes to
SLP: one (1) hour
 Social worker to depending on
facilitate referral the amount
with reference and assistance
to respective being sought
Citizen’s for
Page 48 of 629
Charter of
receiving
offices;
 Conduct follow-
through to seek
feedback on the
actions taken
and/or, if
needed,
provide further
clarification.
5. Social worker If not, within

completely three (3)
facilitates approval working days
of documents and or depending
actual on the
disbursement of availability of
assistance that funds and/or
may either be authorized
Cash or a approving
Guarantee Letter officers; as
to identified well as the
service provider amount and
 Designated assistance
approving being sought
officer/s
conduct/s final
review of
submitted
documents and
initiate final
approval of the
worker’s
recommendatio
n;
 Preparation of
vouchers of
designated
personnel; and
 Actual
disbursement
of assistance to
client
4. Client accomplish 6. Issue Client None 10 minutes Remedios Eripol,
Client Satisfaction Satisfaction Designated PLHIV
Survey Form Survey (CSS) Focal Staff
Page 49 of 629
Form to client Romeo Muyco
 Ask client to Alternate
completely fill-
out the CSS
Form;
 Collect
accomplished
form and
submit to
designated
personnel for
consolidation
TOTAL None For within the day transaction:
1 hour and 45 minutes
If not within the day:

3 days, 1 hour, and 15 minutes
Page 50 of 629
6. PLHIV Referral for Care and Support Services
In compliance with Section 35 of the Implementing Rule and Regulations of the then
Philippine AIDS Prevention and Control Act of 1998 or RA 8504, the DSWD has
developed a referral system to assist Persons Living with HIV and AIDS in accessing
available care and support services. The new Philippine HIV and AIDS Policy Act or
RA 11166 also cites the use of the Department’s Referral Mechanism for various
stakeholders to protect and promote the rights of PLHIVs and affected families.
This mechanism aims to ensure access of PLHIV to quality and timely delivery of
services and is also intended to facilitate coordination between and among service
providers.

Type of G2C - Government to Citizen
Transaction:
Who may avail: People Living with HIV (PLHIV) and their affected families
1. Form 1: Intake Form
2. Informed Consent Referring agency
3. Form 2: Referral for Service
4. Form 3: Referral Feedback
5. Form 4: Referral Registry
AGENCY FEES PROCESSING PERSON
CLIENT STEPS ACTIONS TO BE TIME RESPONSIBLE
PAID
1. Clients get 1. Issuance of None 5 minutes Admin / Security
queuing and Queue Number personnel
accomplish Health and Health
Declaration Form Declaration Form
2. Submit complete 2.1 Receive and None 30 minutes Remedios Eripol
requirements/ review of PLHIV Focal Staff
documents to PLHIV submitted
Focal/ Social Worker documents Romeo Muyco
on duty Alternate
2.2 Provide
appropriate action
and assistance:
If the client is a
referral from other
agencies or
organizations:
 Check
Page 51 of 629
Documentary
Requirements
for particular
assistance
needed;
 Review
Referral Forms
1 to 4; and
 Proceed to
SOP No. 2:
Provision of
Assistance to
PLHIVs
If a client needs
additional services,
DSWD will act as
the Referring
Agency and will
facilitate Referral
Mechanism:
 Consult
Directory to
identify the
appropriate
service provider
/ agency;
 Fill-out Form 2
then give it to
the client;
 Fill-out Form 4
then place it in
the client’s file;
 Complete and
update Referral
Register on
spreadsheet;
 Advise client to
go to the
Receiving
Agency; and
 Coordinate with
Receiving
Agency
regarding the
referral/client
and
Page 52 of 629
accomplishmen
t of Form 3
3. Accomplish Client 3.1 Issue Client None 5 minutes Remedios Eripol
Satisfaction Survey Satisfaction PLHIV Focal Staff
Form Survey Form
(CSS) and collect Romeo Muyco
filled-out CSS Alternate
3.2 Conduct 15 minutes

follow-up from
Receiving Agency
and/or client within
15 days upon
receipt of referral:
 Coordinate with
Receiving
Agency and
seek for
updates;
 Ask for Form 3
either from the
client and or
Receiving
Agency;
 Review Form 3;
and
 Complete and
update Case
File and
Referral
Register
Total None 55 minutes
Page 53 of 629
7. Provision of Assistance to Solo Parents
Solo parents are those who are left alone with the responsibility of rearing their children
regardless of marital status and based on National Statistics Office (NSO) data, there are
about 14 million solo parents in the Philippines. The increasing number of solo parents
has led the national government to pass Republic Act 8972, or the Solo Parents’ Welfare
Act of 2000, which was promulgated on November 7, 2000. While being a solo parent
can be difficult, the passage of RA 8972 has somehow made it rewarding.
RA 8972 was enacted to provide a comprehensive program of services for solo parents
and their children. This law covers fathers or mothers who raise their children by
themselves, either because of the death of a spouse, abandonment, separation or even
those who have children as a result of rape.
DSWD is mandated to protect and promote the welfare of the disadvantaged group
including the solo parents, provide technical assistance to partner stakeholders (National
Government, Local Government Unit, and Civil Society Organizations). Any solo parent
whose income in the place of domicile falls equal to or below the poverty threshold as set
by the NSCB and subject to the assessment of the duly appointed or designated social
worker in the area shall be eligible for assistance: Provided, however, that any solo
parent whose income is above the poverty threshold shall enjoy the benefits mentioned
in Sections 16, 17, 18, 19, 20, 21 and 23 of these Rules.
Office or Division: Sectoral Programs Division

Type of G2G – Government to Government
Transaction:
Who may avail: ELLIGIBLE SOLO PARENTS
Transportation Assistance
1. Valid Solo parent identification card of Local Government Unit
the client/ person to be interviewed
2. Police Blotter/ Police Certification (for From the Police Station
victims of pickpockets, illegal recruitment,
etc.);
3. Barangay Certificate/ Certificate of From the Barangay where the client is
Residency presently residing.
complete with name, license number and Records of the hospital/clinic.
copy)
3. Hospital bill / Statement of Account Billing clerk of the hospital
Page 54 of 629
signature
MEDICAL ASSISTANCE FOR MEDICINE/ ASSISTIVE DEVICE
copy)
2. Prescription with date of issuance, Attending Physician from a hospital/clinic
three months.
3. Valid Solo parent identification card Local Government Unit
MEDICAL ASSISTANCE FOR LABORATORY REQUESTS
copy)
3. Laboratory Requests with name, Attending Physician from a hospital/clinic
license number and signature of the
Physician
BURIAL ASSISTANCE FOR FUNERAL BILL
3. Funeral Contract The authorized staff of the Funeral Parlor/
Memorial Chapel
Page 55 of 629
BURIAL ASSISTANCE FOR TRANSFER OF CADAVER
3. Funeral Contract The authorized staff of the Funeral parlor/
Memorial Chapel
4. Transfer Permit City/Municipal Hall, hospital, funeral Parlor
or Tribal chieftain,
5. Barangay certificate/ certificate of From the Barangay where the client is
1. Validated School ID and Valid Solo Registrar, Authorized staff from the school,
parent I.D of the Parent/guardian Local Government Unit
2. Enrolment Assessment Form or Registrar, Authorized staff from the school
Certificate of Enrolment or Registration
3. Statement of Account for college Registrar officer, Authorized staff from the
students, when available. This may not school
4. Barangay Certificate/Certificate of From the Barangay where the client ID
Residency or Certificate of Indigency presently residing
2. Project proposal and Food distribution Local Government Unit / or Head of the
List(CRCF client) residential care facility
3. Barangay certificate/ certificate of From the Barangay where the client is
1. Validated School ID and Valid Solo Registrar, Authorized staff from the school,
parent ID of the Parent/guardian Local Government Unit
2. Depending on the circumstances: Police Station, Bureau of Fire, Philippine

For Fire Victims: Police Report/ Bureau Embassy / Consulate, Social Worker from
of Fire Protection Report from the Bureau welfare agencies.
of Fire
For Distressed OFs: Passport, Travel
Document/s, certification from OWWA or
the Barangay
For Rescued Client: Certification from a
social worker or Case manager from
rescued clients.
For victims of Online Sexual
Exploitation: Police Blotter and social
Page 56 of 629
For Locally stranded individuals (LSI):
LSI without valid IDs, the 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: From the Barangay where the client is
3. Barangay Certificate of Residency or presently residing.
Certificate of Indigency or Certificate of
the Client is in Need of Assistance as well
as other documents from legal
authorities’/regulating agencies, as may
be applicable.
PROVISION OF PPE
2. RT-PCR* Test Result, if applicable;
*Reverse Transcription - Polymerase
Chain Reaction
FEES
1. Appearance for 1. Admin None 5 minutes Jerome Torres
application personnel will Administrative Staff
direct the client to CBSS
the solo parent
focal
1.2 If necessary,
the client will be
provided with a
queueing number
2. Submit required 2.1 Checking of None 10 minutes Social Worker
documents for the authenticity Officer II
assistance and completeness CBSS
of presented
documentary
requirements,
along with the valid
Solo Parent ID
 If clients have
incomplete
requirements,
give a list of
required
documents and
Page 57 of 629
advise the client
to come back
upon
completion of
requirements
2.2 If the None 10 minutes Social Worker

requirements are Officer II
complete, the CBSS
social worker will
interview the client
utilizing the
general intake
sheet and
recommend
assistance based
on the assessed
needs
2.3.1 Provision of None 30 minutes Social Worker
Psychosocial Officer II
support- The CBSS
psychosocial
services for solo
parents are part of
the comprehensive
program for solo
parents and their
children, to aid
them in their role
performance of
being a solo
parent.
2.3.2 If for AICS, None 10 minutes Social Worker
solo parent focal Officer II
will facilitate CBSS
referral to CIS or
SWADT
2.3.3 If for SLP, None Social Worker
Solo parent focal Officer II
will facilitate CBSS
referral to SLP
 For all other None 10 minutes Social Worker
services of the Officer II
Department, the CBSS
social worker
further must
refer the client
Page 58 of 629
to the
bureau/office
implementing
the program
that may
respond to the
client’s needs.
Endorsement to
the other
national
government
agencies,
partner NGOs,
CSOs,
residential care
facilities (for
protective
custody) and
others shall be
done if the
programs or
resources of the
DSWD could
not meet the
client’s needs.
2.6 If for referral to

concerned LGU
or other
agencies, in
favor of the
client who
needs other
local services
that should be
catered
thereby- The
social worker
will prepare the
referral letter
 If necessary,
the social
worker handling
the case shall
prepare a case
summary
indicating
Page 59 of 629
his/her
assessment
and
recommendatio
n, and shall
include it in the
referral letter of
the client. In all
cases, the
FO/LSWDO
shall coordinate
accordingly to
ensure that the
referrals are
immediately
and properly
acted upon.
Coordination for
the after-care
and other social
welfare support
services for the
client shall
likewise be
done by the
handling social
worker.
2.7 the referral

letter will be
forwarded to the
Unit head for
initial;
If approved, it will
be forwarded to
the Assistant
Regional
Director (ARD)
for initial and
will be
forwarded to the
Regional
Director (RD)
for approval.
2.8 Once approved,
the referral letter will
be forwarded to the
Page 60 of 629
records manager to
transmit the
approved referral
letter to the
concerned LGU or
other referring
agency.
Page 61 of 629
8. Provision of Assistance under the Recovery and
Reintegration program for Trafficked Persons (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.

Classification: Highly Technical
Transaction:
Who may avail: 1. Victim-survivor of trafficking
2. Families of the victim-survivor of trafficking
3. Witnesses of cases of human trafficking
4. Communities with incidence of human trafficking
Case Management
1. Travel documents (for Repatriated TIP Department of Foreign Affairs / Philippine
Victims) Embassy (for Repatriated TIP Victims)
2. Valid ID
3. Social Case Study Report
Medical Assistance
1. Clinical Abstract / Medical Certificate Hospital where the client is admitted or
with signature and license number of seen.
the attending physician (issued within
three months)
2. Hospital Bill (for payment of hospital
bill) or Prescription (for medicines) or
Laboratory requests (for procedures).
3. Barangay Certificate and Valid ID for the
client
Educational Assistance
1. School registration and/ or certificate of School where the client is enrolled
enrolment
2. Statement of Account for tertiary
education
3. Valid school ID Valid ID of the parent/
guardian
Skills Training
1. Official receipt from the training school TESDA / accredited training school where
Page 62 of 629
(TESDA/ CHED accredited training the client is enrolled
school.
2. Valid school ID
Financial Assistance for Employment (e.g. driver’s license, NBI and police
clearance, Medical Certificate etc.)
1. Contract of Employment or any similar Employer of the client
document which indicates that they are
hired
2. Valid ID
Financial Assistance for Livelihood
1. Result of the Handa Ka Na Bang DSWD Field Offices
Magnegosyo? The client score’s must
be 75 and above in order to be 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.
3. Valid ID
4. Social Case Study Report
Logistical Support During and Post-Rescue Operation of Victim-survivors of
Trafficking
No Documents need. DSWD Field Offices -Victim-survivors of
trafficking during rescue operation. Social
workers are highly needed to provide
psychosocial counseling and assist victim-
survivors of trafficking all throughout the
process from recovery to reintegration.
Provision of Temporary shelter
1. Medical Certificate DSWD Field Offices -Victim-survivors of
2. Case Summary trafficking may be placed in DSWD run/
3. Referral Letter from the Social Worker registered, licensed and accredited
residential care facilities for protective
custody.
Support for Victim-survivors/ Witness and Transportation Assistance
1. Valid ID Client
2. Social Case Study Report CSWDO & CBSS
3. Official receipt for the client’s board and Boarding & lodging house where the victim-
lodging survivor is staying for the duration to attend
the court hearing
Page 63 of 629
FEES
1. The victim 1.1 Interview of the None 15 minutes
survivors of client
trafficking may visit
the DSWD Field/ 1.2 Provide 30 minutes
Regional Office or Psychosocial
Rescued by Social Counseling
Worker
1.3 Assessment 30 minutes
Rhealyn Sicat
RRPTP Social
1.3.1 If the Client 30 minutes Worker
needs Temporary
Shelter refer to
Residential Care
Facility.
1.3.2 The Social 15 minutes

Worker provides a
list of documentary
requirements
depending on the
assistance to be
provided. Refer to
the list of
requirements.
2. Submission of 2.1 Screening of None 10 minutes
Documentary the submitted
Requirement for the documents (Note:
service/s to be Given all
availed requirements are
submitted by the
client)
2.2.1 For the None 7-15 Days

livelihood
assistance, the Rhealyn Sicat
RRPTP Social RRPTP Social
Worker will forward Worker
the documents to
Sustainable
Livelihood
Program for further
assessment.
2.2 Processing of None 3 working days
Page 64 of 629
the assistance
being sought;
a. Preparation of
Voucher (if
financial related
b. Social Case
Study Report
c. Preparation of
referral letter (if
needs other
program
assistance)
2.3 PSU/ CBU None 1-2 working

Division Chief and days
Budget Officer
recommend the
provision of
assistance for
approval of the
Regional Director.
2.4 The Regional None 1-2 working

Director approved days
the provision of
assistance to the
victim-survivors of
trafficking.
2.5 Releasing of
the assistance to None
client (Cash or
Non-Cash)
Total For Temporary None 2 hours
Shelter
Livelihood None 12 days
Assistance
Other Assistance None 5 days
Page 65 of 629
9. Social Welfare Services to Returned Overseas Filipinos and
their Families and Relatives in the Philippines at the Regional
and Local Levels
The ISSO, though the focus of its services is at the foreign posts, is also concerned
and working on facilitating the family and community reintegration of returned OFs
through referral to concerned FOs that mobilized local entities special the LGUs for
the same purpose. To facilitate all these, the ISSO Central Office provided staff
augmentation support to all DSWD field Offices by hiring SWO II per region to
focused on facilitating the delivery of needed social services to said clientele at the
regional and local level.
In support to the effort of ensuring and maintaining high level of competencies in

effective and efficient service delivery, this SOP at the regional level has been
established for adoption of all FOs.
Office or Division: DSWD Field Office (ISS FO Focal Persons)

Type of G2C – Government to Citizen
Transaction:
Who may avail: Returned Distressed Undocumented Overseas Filipinos and their
Families Relatives in the Philippines at the Regional and Local
Levels
1. A photocopy of Passport/Travel Doc. ● Client
(when necessary)/Govt.’s issues ID
2. A photocopy of Medical Records ● Client/Hospital/Clinic
including Medical Certificate (when
necessary) ● Client/SWAtt/LGU/CO, and other
3. Original/photocopy of Referral Letter concerned agencies/entities
(when applicable) ● Barangay Hall
4. Barangay Indigency Certificate FO/provincial Sub-Office
Filled out intake and Crisis Intervention
Forms
FEES
1. Client visits FO or 1. Initial contact. None Myra Grace Ibanez,
ISSO FO Focal CBSS ISS Focal
contacted the client 1.1 With security 2 Minutes
through various guard on duty or Officer of the
means (walk-in/ referred) Day
for service
sequence number.
Page 66 of 629
1.2 Security guard
endorses the client
to SW on duty.
2. Expressed Initial screening of None 2 Minutes Myra Grace Ibanez,
request for client’s CBSS ISS Focal
assistance and documentary
submit FO requirements or Officer of the
Day
requested
documents
3. Client fills out 3. Intake interview None 20 Minutes Myra Grace Ibanez,
intake form or and assessment CBSS ISS Focal
responds to the
questions of social or Officer of the
Day
worker
4. Clients responds 4.1 Intervention None 5 Minutes Myra Grace Ibanez,
to probing or Identification CBSS ISS Focal
additional questions
or Officer of the
Day
4.2 Identification of None 3 minutes Myra Grace Ibanez,
concerned CBSS ISS Focal
unit/service that
will handle the or Officer of the
client Day
4.2.1 ISS Alternate

Focal Person
provides needed
service if under
his/her
responsibility
4.3 ISS Alternate

Focal Person
refers the case to
concerned
unit/service if not
under his/her
responsibility
5. Receives services 5.1 ISSAFP direct None 20 Minutes Myra Grace Ibanez,
provided and fill out services - CBSS ISS Focal
Crisis Intervention psychosocial,
Forms airport assistance,
home visitation,
and referral to
other agencies)
Page 67 of 629
5.2 Other
unit/service using
their established
SOPs
6. Clients fills out When there is no
CSMF need for further
assistance:
None Myra Grace Ibanez,
 Case closure in CBSS ISS Focal
case it was 3 Minutes
assessed that
there is no need
for further
assistance/
intervention
 Encode the 3 Minutes
details of the
ROF to FO
profile of clients
In case it was
assessed the need
for further
intervention,
continue to the next
step.
7. Notes and follows 7. Provision of None Myra Grace Ibanez,
instruction of social continuous CBSS ISS Focal
worker services in the
or Officer of the
ROF’s hometown. 20 Minutes Day
Includes referral
(when necessary)
of the returned OF
and his/her family
to concerned FO
units/LGUs/partner
agencies for
support services/
reintegration
services.
8. Fills out CSMF 8. Administration None 3 Minutes Myra Grace Ibanez,
of CSMF. CBSS ISS Focal
8.1 Inclusion to None 3 Minutes
Page 68 of 629
clients’ profile or Officer of the
8.2 Monitoring, None 20 Minutes Day
and Feed backing
to referring
parties/agencies/e
ntities.
8.3 Case Closure None
Total None 55 minutes to 98 minutes
Note:
1) Average number of steps for simple case is 6, while 8 steps for more complex cases.
2) Average duration of helping process for simple case is 55 minutes, but may be extended to 98 minutes and more
for complex cases.
Page 69 of 629
10. Auxiliary Social Services to Persons with Disabilities:
As a part of Auxiliary Social Services and in support to the Magna Carta for Persons
with Disabilities the DSWD through our Field Offices provides augmentation support
under the Persons with Disability budget in assistive devices, medical assistance,
Educational assistance, Burial Assistance and Livelihood Assistance for Persons with
Disabilities specifically with those Physical Disabilities, Visual Disability and Learners
with Disabilities. In doing this, the Department’s aim is to contribute to the Physical
Restoration, self, and social enhancement of Persons with Disabilities to attain more
meaningful and contributing members of society.
Office or Division: Field Office (Protective Services Division/Unit, Community Based

Services Unit/ Section
Classification: Simple/ Complex
Type of Transaction: G2C- Government to Citizen
Who may avail: Filipino Children and Persons with Disabilities
Provision of Assistive Devices
1.) Medical Certificate (Indicating the specific Attending Physician (Hospital, Clinic,
assistive devices needed) Barangay Health Worker)
2.) Barangay Certificate of Indigency Barangay Hall
3.) Social Case Study Report/ Case Local Government Unit or Medical Social
Summary Service
4.) 2x2 Picture or 1 whole body picture Client
5.) Request letter Client
*Provision of the assistance is still based on the record of availments of the client and assessment of Social Worker.
*Documents is still subject for verification and additional documents may be required depending on the case.
For Assistive Devices
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS BE PAID TIME RESPONSIBLE
1. Persons For walk-in clients None 2 Minutes CBSS Social Worker II/
with 1. Social Worker or Person with Disability
Disabilities or Focal Person receives focal Person
Family the client
members of 1.2 Provide a list of None 2 minutes CBSS Social Worker II/
Person with requirements Person with Disability
Disability may focal Person
Visit the 1.3 Social Worker/ Focal None 5 minutes CBSS Social Worker II/
SWADT offices Person conducts an Focal Person, Person
or Field Offices interview and with Disability Client
(Walk-in assessment of Persons
Clients) to with Disability needs
submit their
complete 1.4 Social Worker/ Focal CBSS Social Worker II/
requirements person decides with the None 5 minutes PWD Focal Person
Person with Disability/
Page 70 of 629
family member what
services can be
provided
1.5 Screening of None 5 minutes

CBSS Social Worker II /
documents; If PWD Focal Person
documents are
complete, Social
Worker/ Focal Person
conducts an
assessment and based
on the assessment,
decides with the client
what services be
provided.
1.6 Social Worker or None 20 minutes CBSS Social Worker II/

Focal Person to prepare PWD Focal Person
the general intake
sheet, certificate of
eligibility, voucher
(service provider) for the
approval of the division
chief
1.7 For assistive device None 30 minutes Maria Cielo G. Agotilla

and technology OIC-CBSS
available, PSU/ CBU/ Miriam C. Navarro
CBSS Division Chief PSD Division Chief
and Budget Officer
recommend the Gladys Marie Maghari
provision of assistance Budget Officer
1.7.a For assistive None 3 days Maria Cielo G. Agotilla

devices and technology OIC-CBSS
not available
Miriam C. Navarro
Release of the assistive PSD Division Chief
device Gladys Marie Maghari
Note: If the assistive Budget Officer
device is available in the
FO, focal Person will
also prepare the gate
pass or Requisition and
Issue Slip for approval
of division chief
1.8 Log the transaction None 5 minutes CBSS SWO-II/ PWD
in a distribution sheet Focal Person or Admin
Page 71 of 629
signed by the receiving staff
person/client Person with Disability
client
1.9 Facilitate filling out None 5 minutes CBSS SWO-II/ PWD
of client satisfaction Focal Person
survey/ feedback Person with Disability
client/ family member
1.10 For assistive None 20 minutes Cash Unit
device and technology Within the CBSS Social Worker/
available, releasing of day for Focal Person or
approved gate pass or available Admin Staff
RIS
For assistive devices 5-7 working

and technology not days upon
available, Persons with approval
Disability/ family depending on
member/guardian will be the
provided with a claiming availability of
stub. the assistive
devices.
Total If available: None 1 hour and 39 minutes
If not available: 10 days and 79 minutes

For Medical, Educational, Burial Assistance, Livelihood Assistance
1. Persons For walk-in clients None 3-5 minutes Imelda Tagiuam
with 1. Social Worker of the Focal Person, Person
Disabilities or Program Focal Person with Disability
Family receives and review the
members of required documents.
Person with 2. Interview and None 5 minutes Imelda Tagiuam
Disability may assessment of Persons Focal Person, Person
Visit the with Disability needs with Disability
SWADT offices 3. The FO Focal None 5 minutes Imelda Tagiuam
or Field Offices Person/ Social Worker Focal Person, Person
(Walk-in or SWADT Social with Disability
Clients) to Worker decides with the
submit their Person with Disability/
complete family member/
requirements guardian what services
can be provided.
4. If For AICS, FO 10 minutes Imelda Tagiuam
Social Worker/ Focal Focal Person, Person
Person to provide with Disability
referral letter or
endorsement to CIS or Miriam C. Navarro,
Division chief
SWADT
Page 72 of 629
11. Implementation of Supplementary Feeding Program
The enactment of the Republic Act 11037 or the Masustansyang Pagkain Para sa
Batang Pilipino Act institutionalized the implementation of the Supplementary
Feeding Program which is the provision of food on top of the regular meals to
children ages 2-4 years old enrolled in Supervised Neighborhood Playgroup (SNP),
3-4 years old children enrolled in the Child Development Centers (CDC) and 5-year-
old children not enrolled in DepEd but is enrolled in the CDCs.
Office or Division: Special Project Section

Type of G2G (Government to Government)
Transaction:
Who may avail: Local Government Units
Duly signed Memorandum of Local Government Unit (Office of the Mayor/
Agreement (MOA) or Memorandum of C/MSWDO)
Understanding (MOU)
Certified True Copy of Sangguniang Bayan Local Government Unit (Office of the Mayor)
Resolution
Duly signed Project Proposal Local Government Unit (Office of the Mayor/
C/MSWDO)
Weight Monitoring Report (Form 3.A) C/MSWDO ( Child Development Center/ Child
Development Worker)/ (Supervised
Neighborhood Play/ Supervised Neighborhood
Play Worker)
Masterlist of Beneficiaries (Form 2.A) C/MSWDO ( Child Development Center/ Child
Development Worker)/ (Supervised
Neighborhood Play/ Supervised Neighborhood
Play Worker)
Masterlist of Child Development Centers and Local Government Unit (C/MSWDO)
Supervised Neighborhood Playgroup (Form
2.B)
*These documentary requirements are presented to the DSWD Field Office personnel.
FEES
I Social Preparation for the Implementation of SFP (LGU to Field Offices)
1. LGU to submit the 1.1 Receive and None 3 days Haydie D. Mercado
required documents review the AA II, CBSS-SFP
for the program completeness of the
inclusion per Day documents
Care Centers/ submitted
Supervised 1.2.Acknowledge
Neighborhood Play
copy of the
submitted
documents
Page 73 of 629
1.3 Process the None 20 days Hayrin O. Cifra,
submitted SWO III
documents for Rodelio N.
inclusion in the Calajatan, SWO II
program Liza R. Pagarigan,
beneficiaries ND II
1.4 Consolidate all None 20 days John Paul A.
the submitted Alejandro, PDO I
master list with CBSS-SFP
nutritional status for
submission of
monthly report to
the Central Office
1.5 Keeps the Haydie D. Mercado
document for data AA II, CBSS-SFP
banking and
comparison on the
succeeding
nutritional status/
improvement of the
children
beneficiaries
2. Comply with the 2.A Facilitate None 20 days Hayrin O. Cifra,
necessary signatures signing and SWO III
/action needed for the Notarization of Rodelio N.
processing of the Memorandum of Calajatan, SWO II
documents. Understanding Liza R. Pagarigan,
(MOU) between ND II
LGU and DSWD John Paul A.
FO. Alejandro, PDO I
2.A.1 Proceed with None 20 days CBSS-SFP
the processing of the
procurement of Monina Josefina H.
commodities Romualdez
2.B If TOF is None 20 days Regional
allowed, review Director
eligibility of LGU
based on previous
performances in
program
implementation and
timely and complete
liquidation.
2.B.1 If LGU is None 20 days Hayrin O. Cifra,
eligible, facilitate SWO III
signing and Rodelio N.
Notarization of Calajatan, SWO II
Memorandum of Liza R. Pagarigan,
Agreement (MOA) ND II
Page 74 of 629
between LGU and John Paul A.
DSWD FO. Alejandro, PDO I
CBSS-SFP
Monina Josefina H.
Romualdez
Regional
Director
2.B.2 Facilitate None 20 days DSWD Field
processing and Office Cash
Distribution of Section/Disbursing
available checks / Officer
ADA for the LGU.
LGU SFP Focal
Persons
3. LGU to participate None 1 day per Hayrin O. Cifra,
to 3. Conduct program LGU SWO III
the program Orientation /updates Rodelio N.
orientation and reiterates Calajatan, SWO II
necessary Liza R. Pagarigan,
documents, proper ND II
accomplishment, John Paul A.
and signatories for Alejandro, PDO I
submission to the Haydie D.
Field Office. Mercado, AA II
Total None 144 days
Republic Act No. 9184 or Government Procurement Reform Act - Annex C (Recommended Earliest Possible Time and Maximum
Period allowed for the Procurement of Goods and Services; Article 11, Section 37,38)
RA 7160, 54a – “The veto shall be communicated by the local chief executive concerned to the sanggunian within fifteen (15) days in
the case of a province, and ten (10) days in the case of a city or a municipality; otherwise the ordinance shall be deemed ap proved
as if he had signed it”
II. Creation of Cycle Menu and Supervision of Feeding Implementation
1. Assist in the 1.1 Conducts None 7days
Conduct of Market market research of Hayrin O. Cifra,
Research the most common SWO III
and available food Rodelio N.
items in the Calajatan, SWO II
community. Liza R. Pagarigan,
2. Participation in the 2.1 Solicit None 1 day ND II
creation of cycle menu recommendation John Paul A.
with LSWDOs/focal
Alejandro, PDO I
persons on Menu
preference per LGU Haydie D.
2.1a. In times of Mercado, AA II
FO Staff, SFP
COVID-19
pandemic and other
similar
emergencies,
conduct virtual
meetings with
Page 75 of 629
provinces with
capacity on network
connection /gadgets
2.2 Drafts two-four-
week cycle menu
based on the market
research conducted,
budget and the
agreed Menu
preference of the
focal persons per
province following
the 1/3 PDRI
requirements of the
children
beneficiaries and/or
DOST-FNRI
Pinggang Pinoy for
Kids.
3. Finalization of the 3.1 Submits the None 4 hours
Cycle menu draft cycle menu for
approval of the SFP
Focal.
3.2 Approves the 4 hours
cycle menu for
allocation in the
purchase request.
3.3 Prepares the 20 days
Food Distribution
Plan per
Mun/City,
Province, as
basis in the
allocation in the
Purchase
Request
4. Implement the 4.1 Distributes copy None 20 days
approved cycle menu of the menu to the
LGU SFP Focal
Person for reference
and implementation.
5. Receives and the 5.1 Monitors the None 3 days
food and assist in the delivery of food
delivery of foods to commodities to the
the beneficiaries implementing LGU
based on distribution 5.2 The FO shall 120 feeding
plan monitor the feeding days
implementation of
SFP by the LGUs
based on the
Page 76 of 629
approved cycle
menu, target
beneficiaries and
areas of
implementation.
Total None 39 days
RA 11037, Section 4a – “…that the program shall include the provision of at least one (1) fortified meal for hundred twenty (120) days
in a year.
III. Monitoring and Evaluation (Field Office to Local Government Unit)
1. Coordinate with the 1.1 Prepare None 1 day per LGU Hayrin O. Cifra,
Field Office for monitoring and SWO III
technical assistance technical assistance Rodelio N.
plan for the Calajatan, SWO II
implementation of Liza R. Pagarigan,
the current SFP ND II
cycle based on the
John Paul A.
result of the program
Alejandro, PDO I
review submitted by
the LGUs. Haydie D.
1.1a FO may also Mercado, AA II
conduct spot FO Staff, SFP
checks to assess
and monitor the
implementation
(delivery /feeding
/wei ghing, quality
and quantity etc.).
1.2 Notifies the 3 days before
Local Government the activity
on the schedule of
the actual visit
and/or virtual
provision of
technical assistance
1.3 Prepares the 20 minutes
Travel Order and/or
Virtual Link for the
Technical
Assistance
1.4 Provides 1 day per LGU
technical
assistance through
either demo, actual
observation of the
procedure and/or
virtual provision of
technical
assistance
ensuring LGUs
Page 77 of 629
compliance to
EODB-ARTA
requirements such
as the SFP
guidelines among
others
2. Provide feedback, 2.1 Prepare the 1 day Hayrin O. Cifra,
issues and concerns feedback report and SWO III
on the SFP confirmation report Rodelio N.
implementation to the LGU Calajatan, SWO II
monitored Liza R. Pagarigan,
ND II
John Paul A.
Alejandro, PDO I
Haydie D.
Mercado, AA II
FO Staff, SFP
2.2 Approve the Monina Josefina H.
feedback report and Romualdez
confirmation report. Regional Director
Note. Section Head,

Division Chief and
ARDO will be
responsible for any
revisions and other
instructions in the
feedback and
confirmation report
2.3 Log the Haydie D. Mercado
document number of AA II, CBSS-SFP
the confirmation
report in the DTS
2.4 Endorse to
Records Unit
3. Respond to client 3.1 Transmits the 1 day Haydie D. Mercado
satisfaction survey approved AA II, CBSS-SFP
form confirmation report
to the LGU and
request the LGU
counterpart to
respond to the Client
Satisfaction Survey
relative to the TA
through a Google
form
Total None 7 days and 20 minutes
 For procurement process, kindly refer to Citizen’s Charter of Procurement

management Section
Page 78 of 629
How to send feedback Answer the client feedback form and drop
it at the designated drop box located in the
lobby of field Office. You may also reach
us through telephone and email.
[email protected]
[email protected]
[email protected]
How feedbacks are processed Feedback received through email and
telephone will be answered within the day.
Feedback requiring answers from a

specific officer and thorough discussion will
be addressed within two (2) days upon
receipt.
Grievance will be addressed by the

grievance officer.
How to file a complaint Grievance can be sent via email
[email protected]
Make sure to provide the following

information:
- Name of person being complained
- Incident
- Evidence e.g. (pictures,screenshots)
How complaints are processed Complaint letter received will be forwarded
to the grievance officer to address the
concerns.
The grievance officer shall submit a report

regarding the complaint.
Response letter shall be sent to the

complainant.
Contact Information:
Anti-red Tape Authority (ARTA) ARTA: [email protected]

Tel No; 8478-5093
Contact Center ng Bayan (CCB) CCB: 0908-881-6565 (SMS)
Presidential Complaints Center (PCC) 8888
Page 79 of 629
12. Issuance of Certification Declaring a Child Legally
Available for Adoption (CDCLAA)
The Certification Declaring a Child Legally Available for Adoption (CDCLAA) is a

document signed by the DSWD Secretary or his/her duly authorized representative,
administratively declaring the child legally available for adoption.
Office or Division: Field Offices and Central Office -Program Management Bureau-
Adoption Resource and Referral Division (PMB-ARRD)
Type of G2G- Government to Government ; G2C- Government to Citizen
Transaction:
Who may avail: All Provincial/City or Municipal Social Welfare and Development
Office; Child Caring/Placing Agency; and DSWD Residential Care
Facilities
For Abandoned and Foundling children:
1.Endorsement Letter from Petitioner to Head of Provincial / City Municipal Social
FO Regional Director Welfare and Development Office; Child
Caring / P\lacing Agency; and DSWD
Regional Care Facilities
2. Notarized Petition with Endorsement Head of Provincial/City or Municipal Social
letter from Petitioner to Field Office Welfare and Development Office; Child
Caring/Placing Agency; and DSWD
Residential Care Facilities
3. Updated Social Case Study Report Licensed Social Worker from Provincial/City
(with PRC License Number and Validity) or Municipal Social Welfare and
Development Office or Child Caring/Placing
Agency; Child Caring/Placing Agency; and
DSWD Residential Care Facilities
4. Written Certification from radio/TV Radio or TV station
station
5. One (1) newspaper publication and/or Newspaper publisher
Affidavit of Publication
6. Either police clearance, barangay Police or Barangay where the child was
certification or certified copy of tracing found/abandoned or Philippine National Red
report issued by PNRC Cross (PNRC)
7. Returned registered mail Licensed Social Worker handling the case in
the DSWD-Residential Care Facilities, Child
Caring/Placing Agencies or Municipal Social
Welfare Office
8. Birth / Foundling Certificate certified Philippine Statistics Authority (PSA)
true copy from LCR or SECPA (if the
document is available) Licensed Social Worker handling the case in
Child’s Profile Caring/Placing Agencies or Municipal Social
Welfare Office
Page 80 of 629
9. Recent Photograph Licensed Social Worker handling the case in
Welfare Office
10. Photograph of the child upon Licensed Social Worker handling the case in
admission/abandonment the DSWD-Residential Care Facilities, Child
Welfare Office
11. Notice of Petition DSWD-Regional Director 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
For surrendered Cases:
1.Letter of recommendation addressed to Head of Provincial/City or Municipal Social
DSWD Regional Director Welfare and Development Office; Child
Caring/Placing Agency; and DSWD
Residential Care Facilities
2. Social Case Study Report Licensed Social Worker from Provincial/City
or Municipal Social Welfare and
Development Office or Child Caring/Placing
Agency; and DSWD Residential Care
Facilities
3. Notarized Deed of Voluntary To be executed by the child’s birthparent/s;
Commitment 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
4. Birth Certificate (Certified True Copy Philippine Statistics Authority (PSA)
from LCR or SECPA, whichever is
available)
5. Recent whole body photograph Licensed Social Worker handling the case in
Caring/Placing Agencies or City/Municipal
Social Welfare Office
6. Photograph of the child upon Licensed Social Worker handling the case in
relinquishment / admission to agency the DSWD-Residential Care Facilities, Child
Caring/Placing Agencies or City/Municipal
Social Welfare Office
For Neglected/Abuse Children
1.Letter of Recommendation to the DSWD-Regional Director
Secretary
2. All original copy of the court order re: Family court where the case was filed
Termination of Parental Rights and
certified true copy of the other supporting
documents presented in court
Page 81 of 629
Per Administrative Order No. 12, Series of 2011 or the Guidelines for the issuance of the
DSWD Certification, the following 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.
1. Endorsement Letter to DSWD Secretary

2. Copy of the ID used by the child's birth parents/relatives in signing the DVC (refer to
Article 216 of Family Code, who will exercise substitute parental authority in default of
child’s birthparent/s.)
3. Death Certificate of Birth Parent/s (if deceased)
4. Psychiatric/ Psychological Evaluation Report (if birthparents/ is/ are/ or diagnosed to
be intellectually challenged)
5. DVC of legal husband (if child was born out of extra marital affair); if whereabouts is
unknown, comply the requirements for petition
6. Copy of marriage certificate or Certificate of No Marriage (if necessary)
7. Medical Certificate/ Bone and/or Dental Ageing Result (for foundling cases)
8. 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)
9. 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)
10. Affidavit of Two Disinterested Person/s (if the informant in the child's birth certificate is
not the child's birthmother)
11. Certificate of Authority for a Notarial Act (CANA) for surrendered cases
12. If necessary, the DSWD may require other documents to support the facts/information
indicated/claimed in the report.
Other Supporting/Additional Documents for CDCLAA of Children Qualified under

RA 11222
1. Affidavit of Admission from the Adopter(s)-Petitioner(s) and/or with the 3rd person
2. Negative Certification of Birth Record from (LCR and PSA)
3. Written consent to Adoption of the following:
- prospective adoptee, aged 10 years old and above
- legitimate and adopted children aged 10 years old and above
- Illegitimate children, aged 10 years old and above, of the adopter(s) if any, if living
with the adopter(s)
4. Certificate of Authority for a Notarial Act (CANA)
5. Undertaking and Oath accomplished by the petitioner(s) holding permanent residence
abroad and/or one of the petitioners is of foreign citizenship who is married to a Filipino
and who prefer RA 11222 process
FEES
Field Office
1.DSWD residential For Abandoned / Dependent / Foundling Children
care facilities/child 1.The Adoption None 3 working days FO-ARRS social
caring/placing Resource and worker
Page 82 of 629
agencies/Local Referral Section
Social Welfare (ARRS shall
Office endorse the review and
Petition/ Application examines the
and supporting petition if sufficient
documents to Field in form and
Office substance
2. Posting of notice None 5 days posting Local Social
of petition & Welfare Office
picture in and/or other offices
conspicuous such as Post
Office, Bgy. Hall,
places in the
Police Station,
locality where the Health Center, etc
child was found.
The Local Social
Welfare Office or
other offices/
person/s who
facilitated the
actual posting shall
issue a Certificate
of Posting.
3.From completion 5 working days Monina Josefina
of Posting, upon H. Romualdez
finding merit in the Regional Director
Petition, the
Regional Director
renders a
recommendation
4.From the time the None 2 working days Field Office –
Regional Director Records Section
signs the
recommendation,
the Regional
Director forward the
same with the
original supporting
documents to the
DSWD-Central
Office
For Surrendered Children
1. The ARRS shall None 3 working days FO-ARRS social
review the worker
Application
together with the
supporting
documents
2. The Regional 2 working days Monina Josefina
Page 83 of 629
Director shall H. Romualdez
render Regional Director
recommendation
on the Application
3. The Regional 2 working days Field Office –
Office shall Records Section
transmit the same
to Central Office- Note: The number
of signatories in the
PMB from the time
documents
the Regional shall be limited to
Director signs the only 3 signatories
recommendation
For Neglected / Abused Cases
1. The ARRS shall None 3 working days FO-ARRS social
review the worker
Petition together
with the supporting
documents
2. The Regional None 2 working days Monina Josefina
Director shall H. Bautista
render Regional Director
recommendation
on the Petition
3. The Regional None 2 working days Field Office –
Office shall Records Section
transmit the same
to Central Office-
PMB from the time
the Regional
Director signs the
recommendation
Central Office
DSWD Field Offices A. Program Management Bureau (PMB)
endorse the Petition/ 1. PMB Admin None 4 working days PMB –ARRD
Application and staff receives and Admin Staff
supporting tracks the
documents to document to the
DSWD-PMB Document
Transaction
Management
System (DTMS)
and endorses to
ARRD technical
staff for review.
2. PMB technical None PMB-ARRD Social
staff acknowledges Worker
and reviews the
Page 84 of 629
dossier for
issuance of
CDCLAA. If,
incomplete in form
and substance,
prepare memo to
the concerned FO
indicating
comments and
recommendations.
3. Prepare and None PMB-ARRD-Social
endorse the Worker
documents ARRD Admin. Staff
(Executive
Summary,
endorsement to
the Secretary and
draft e-copy of
CDCLAA) to OIC
Division Chief of
Adoption Resource
and Referral
(ARRD) Division of
PMB for review
copy furnished
PMB- ARRD
Admin staff for
tracking in the
DTMS.
4. OIC Division None OIC-Division Chief
Chief reviews the
documents and if
found to be
compliant, will
forward to Bureau
Director (BD) for
approval
/Disapproval.
5. Prints and None ARRD Admin staff
tracks the
Executive
Summary ,draft e-
copy of CDCLAA,
endorsement letter
to the Secretary
and endorse to the
Bureau Director
Page 85 of 629
6. Bureau Director None Bureau Director
(BD) Admin staff
receives, track and
endorse the
documents to the
BD for review.
7. PMB Director None Bureau Director
renders decision
and
recommendation.
8. Admin. Staff None PMB Admin. Staff
tracks and endorse
the documents to
the Office of
Undersecretary.
B. Undersecretary
9. Reviews, None 1 working day DSWD-
approve and Undersecretary
endorsement of
the petition/
application and by
the Undersecretary
for Operations
Group to the
Secretary.
10. If with PMB ARRD-TS
comment, returns Staff
to PMB with
comments/ note
11. PMB TS OSEC –Technical
responds to staff
comments/ notes
and return to the
Undersecretary
C. Secretary Level
12.Office of the None 2 working days Mr. Erwin Tulfo
Secretary (OSEC) DSWD-Secretary
Technical staff
review the dossier
before the
endorsement to
the Head of
Executive
Assistant (HEA)
13. Secretary signs
the Certificate
Declaring the Child
Page 86 of 629
Legally Available
for Adoption, if
application is
meritorious.
TOTAL 7 working days
PMB transmits the D. Program Management Bureau
endorsement and 14. Receives the None 5 minutes ARRD Admin staff
signed CDCLAA to signed CDCLAA
Field Office from OSEC and
tracks to DTMS.
15.Send thru email 5 minutes
an advance copy
of the signed
CDCLAA to the FO
16. Drafts memo to None 15 minutes ARRD Social
the FO endorsing Worker
the signed
CDCLAA
17. Approves by None 15 minutes Bureau Director
the Bureau
Director the memo
to the FO.
18. Endorse to the None 15 minutes PMB Admin Staff
Records
Section/Section
approved memo of
endorsement of
signed original
and/ or Certified
True Copy of
CDCLAA
19. Transmit the None 3-5 working DSWD CO Records
signed original days Officer
CDCLAA to the FO
TOTAL NONE 5 days and 55 minutes
Page 87 of 629
13. Processing of Adoption Application and Placement
Per Republic Act 8552, it is the policy of the State to ensure that every child remains
under the care and custody of his/her biological parents and be provided with love,
care, understanding and security toward the full development of his/her personality.
When care of the biological parents is unavailable or inappropriate and no suitable
alternative parental care or adoption within the child’s extended family is available,
adoption by an unrelated person shall be considered. However, no direct placement
of a child to a non-related shall be countenanced.
Adoption is the most complete means whereby permanent family life can be restored
to a child deprived of his/her biological family.
The child’s best welfare and interest shall be the paramount consideration in all
questions relating to his/her care and custody.
Office or Division: Field Offices and Central Office - Adoption Resource and Referral
Division (PMB-ARRD/ARRS)
Type of G2G- Government to Government ; G2C- Government to Citizen
Transaction:
Who may avail: Child Caring Agencies (CCAs), Child Placing Agencies (CPAs),
Local Government Units (LGUs) and Field Offices
A. Prospective Adoptive Parent/s (PAP/s) Dossier
1. Home Study Report (HSR); DSWD FOs, CCAs, CPAs, LGUs
2. Certificate of Attendance to Adoption DSWD Field Office/CCAs/CPAs
Forum;
3. Birth Certificate of the prospective Philippine Statistics Authority (PSA)
adoptive parent/s in security paper
(SECPA) and their child/ren;
4. Marriage Certificate in SECPA form, if Philippine Statistics Authority (PSA)
married or in case of termination of Philippine Courts
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;
5. Written Consent to the Adoption by the Applicant
legitimate and adopted sons/daughters
and illegitimate sons/daughters if living
with the applicant, who are at least 10
years old;
6. Physical and Medical Licensed Physician
Page 88 of 629
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;
7. Psychological Evaluation Report (when Licensed Psychologist
appropriate, as assessed by the social
worker)
8. NBI or Police Clearance issued at least National Bureau of Investigation (NBI)
one year before the preparation of the Police Station
Home Study Report;
9. Latest Income Tax Return (ITR) or any Bureau of Internal Revenue Bank
other documents showing financial Company/Organization of Employment
capability, e.g. Certificate of Employment,
Bank Certificate or Statement of Assets
and Liabilities;
10. Three (3) letters of Character Bureau of Internal Revenue Bank
References (e.g. the local Company/Organization of Employment
church/Minister, the employer and a non-
relative member of the immediate
community who have known the
applicant(s) for at least 3 years);
11. 3x5 inch-sized photos of the Applicant
applicants and his/her immediate family
members, taken within the last three (3)
months from the date of submission of
application; and
1. Affidavit of temporary Custody Applicant
B. Additional Requirements for Foreign Nationals
1. Certification that the applicant (s) Embassy / Foreign Adoption Agency / ICAB
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
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
Page 89 of 629
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 PAP’s country
of origin.
2. Certificate of Residence in the Bureau of Immigration (BI) or Department
Philippines as appropriate; Bureau of Foreign Affairs (DFA)
of Immigration or Department of
Foreign Affairs
3. Two (2) character references from Character Reference
non-relatives who knew the
applicant(s) in the country of which
he/she is a citizen or was a
resident prior to residing in the
Philippines, except for those who
have resided in the Philippines for
Page 90 of 629
more than fifteen (15) years.
4. Police Clearance from all places of Police Station
residence in the past years prior to
residing in the Philippines.
If necessary, the DSWD may require other documents to support the facts/information
indicated /claimed in the report.
C. Child’s Dossier
Surrendered Children
1. Child Study Report (updated within the DSWD FOs/LGUs/ CCAs/CPAs
last 6 months or more recent if there is
significant progress or development)
2. Two (2) SECPA copies of Birth Philippine Statistics Authority (PSA)
Certificate
3. Two (2) original copies of the CDCLAA DSWD FOs/DO
(numbered)
4. One (1) original copy of the Notarized DSWD FOs/LGUs/CCAs/CPAs
Deed of Voluntary Commitment (DVC)
5.One (1) Original copy of Notarial Act Office of the Clerk of Court which has
(CANA) jurisdiction over the place where the DVC
was signed
6.Health and Medical Profile (updated Attending licensed pediatrician/physician of
within the last 6 months or more recent if the child
there is significant progress/development
in the child’s medical condition
7. Child Profile DSWD FOs/LGUs/CCAs/CPAs
8. Regional Adoption Clearance (RAC) DSWD-FOs
for Interregional Matching
9. Psychological Evaluation Report (if 5 Attending licensed Psychologist of the child
years old and above)
10. Recent Photograph DSWD FOs/LGUs/CCAs/CPAs
11. Consent to Adoption (if 10 years old DSWD FOs/LGUs/CCAs/CPAs
and above)
Abandoned/Foundling/Neglected Children
1.Child Study Report (updated within the DSWD FOs/LGUs/ CCAs/CPAs
last 6 months or more recent if there is
significant progress or development)
2. Two (2) SECPA copies of Birth Philippine Statistics Authority (PSA)
Certificate
3. Two (2) original copies of the CDCLAA DSWD FOs/CO
(numbered)
4. Health and Medical Profile (updated Attending licensed pediatrician/physician of
within the last 6 months or more recent if the child
there is significant progress/development
in the child’s medical condition
Page 91 of 629
5.Child Profile DSWD FOs/LGUs/CCAs/CPAs
6. Regional Adoption Clearance (RAC) DSWD FOs
for Interregional Matching
7.Psychological Evaluation Report (if 5 Attending licensed Psychologist of the child
years old and above)
8.Recent Photograph DSWD FOs/LGUs/CCAs/CPAs
9.Consent to Adoption (if 10 years old and DSWD FOs/LGUs/CCAs/CPAs
above)
Additional Supporting Documents
1.Death Certificate of Birthparents (if PSA
deceased)
2.Psychiatric / Psychological Evaluation Hospital attending the concerned birth
Report (if birthparents is/are diagnosed to parent
be intellectually challenged
3.DVC of husband (if child was born
within a valid marriage
4.Marriage Certificate (if necessary) PSA
For Relative Adoption
 Same as the requirements stated
above for Surrendered /
Abandoned / Foundling / neglected
Children
 Notarized Oath and Undertaking by
the guardian / relatives
 Family genogram with birth
certificate
For Cases of Children with Finalized Domestic Adoption
1. Same as the requirements stated
above for Surrendered /Abandoned
/Foundling /Neglected Children except for
the Birth Certificate
2. Certified Copy of the Adoption decree Court where the domestic adoption was
finalized
3.Certified True Copy of the Finality / Court where the domestic adoption was
Entry of Judgment finalized
4.One (1) SECPA copy of New Birth Philippines Statistics Authority (PSA)
Certificate of the Child
5.Photograph of the Child with the Adoptive Parents
Adoptive Parents
In addition, for an applicant who is Foreign Adoption Agencies (FAAs)
residing abroad but is otherwise qualified
to adopt in the Philippines under the
provisions of RA 8552;
Page 92 of 629
HSR prepared by an accredited Foreign
Adoption Agencies (FAAs)
Certification that the said FAA is Inter-Country Adoption Board (ICAB)
accredited by ICAB
If necessary, the DSWD may require other documents to support the facts / information
indicated / claimed in the report.
FEES
FO Level
1.Processing of 1. Convene None Within the day ARRS Social
Adoption Application /conduct pre- after the Pre- Worker
adoption adoption
The Prospective seminar/forum for seminar/forum
Adoptive Parent/s adoptive
inquires (either thru applicants and
phone, walk-in, e- issue a Certificate
mail, DSWD of Attendance to
dashboard) / file participants.
application to the 2. Upon the receipt None Within the day ARRS Social
concerned Field and acceptance of upon receipt of Worker
Office the case of the the PAP/s
PAP/s for case
management,
managing social
workers shall One (1) day
gather information
on the PAP/s and
assess their
motivation to adopt
(a) child/ren.
3. Facilitate the None PAP/s/ ARRS
accomplishment of Social Worker
the application
form and advise
the applicant to
submit the
complete
documentary
requirements to
the FO:
4. Conduct None ARRS Social
personal Worker
interviews and
counselling with
the adoptive
applicant/s’ family
Page 93 of 629
members and
significant others.
5. Prepare a Home None Within a month ARRS Social
Study Report from the date Worker
based on all of filing of
information application
gathered, along from adoption
with a complete of PAPs
set of
requirements.
6.If not approved, Note: The number
the PAP/s shall be of signatories in the
informed on the documents
result of the shall be limited to
assessment (if only 3 signatories
necessary conduct
re-assessment)
7. Once approved,
the PAP/s will be
informed and case
will be included to
the Regional
Matching
TOTAL 5-15 months
I. Regional Level 1.Acknowledges None Within two (2) ARRS Social
Placement of and reviews the working days Worker
Children to PAP/s Home Study from the
Children to PAP/s Report and Child receipt of
through Regional Study Report and CDCLAA
Matching other supporting
documents
Endorsement of the 2.Inform the Within three ARRS Social
Dossier of the PAPs concerned agency (3) days upon Worker
and child for on the comments receipt of
Regional Matching and dossier Monina Josefina H.
Romualdez
recommendations
Regional Director
through an official
memo
3.Inform and invite None At least three FO- ARRS Social
the managing (3) days prior Worker
social worker of to the
the child and scheduled
PAP/s to present matching
the case for conference.
matching
4.Invite the At least three FO-ARRS Social
RCWSG members (3) days prior Worker
Page 94 of 629
to the matching to the Monina Josefina H.
conference scheduled Romualdez
matching Regional Director
conference
5.Provide the None At least five (5) FO-ARRS
RCWSG members working days Social Worker
advance copies of before the
dossier of children matching
/ PAP/s conference
6.Conduct / One (1) day Child and PAP/s
present the child (Matching handling Social
and PAP/s’ case in Conference at Worker
the matching least twice a
conference month but not
exceeding four
times a month
7.Provide During the RCWSG members
substantial matching
comments / conference
observations and
inputs on the
cases presented
and deliberate
matching of
children and PAP/s
8. Once the After the Monina Josefina H.
matching of a child matching Romualdez
to the PAP is conference Regional Director
approved, issued a
Certificate of
Matching.
9. For cases of Within three FO-ARRS Social
children not (3) days from Worker
matched after the the date of
second matching Monina Josefina H.
Romualdez
presentation, an
Regional Director
approved Regional
Clearance for
interregional
matching together
with the
child/PAP/s’
dossier will be
transmitted to the
Central Office.
All relative inter-
Page 95 of 629
country adoption
cases of children
shall not be
presented in the
regional matching
conference and
shall be issued
Regional
Clearance based
on the favorable
assessment and
recommendation
by the social
worker managing
the case.
10. Inform the Within two (2) PAP/s
PAP/s on the days after
result of the receipt of the
matching (if notice of the
matched) result of
matching
Submit a written
explanation citing
the reasons for
non-acceptance of
the matched.
Acceptability on
the reasons shall
be based on the
result of the
evaluation of the
Regional Director.
11. Pre-Adoptive None Within the day FO- ARRS Social
Placement after the Worker
Authority (PAPA) receipt of the
shall be issued acceptance
once received the letter of the
written acceptance PAPs
letter of the PAP/s.
12. Facilitate and None Within 10 days PAP/s’ and child
coordinate on the from the Social Workers
physical transfer of receipt of
the child to PAP/s. PAPA duly
Schedule of the conformed by
actual transfer of the PAP/s’
the child, shall be
agreed upon by
the concerned
Page 96 of 629
parties.
13. None Three (3) PAP/s’ Social
Conduct/monitor months after worker
monthly post- the placement
placement of the child to
supervisory visits the custody of
and recommend PAPs
for the issuance of
Certificate of
Consent to
Adoption (CA) at
the final
supervisory report
or recommend
shortening,
lengthening or
waiving the
supervisory report.
14. Facilitate the None A day after ARRS Social
issuance of receipt of the Worker
Certificate of final post-
Consent to placement Monina Josefina H.
Romualdez
Adoption, as supervisory
Regional Director
approved by the report
Regional Director.
Ensure filing of Within 30 days PAP/s Social
Petition of after the Worker
Adoption in court receipt of CA.
by the PAP/s
Note: The number
through their legal
of signatories in the
counsel. documents
shall be limited to
Note: End of only 3 signatories
process for
Administrative
Phase.
II. CO Level Upon receipt of the None Within a day PMB ARRD Social
Placement of child and PAP/s’ after the upon Worker
Placement of dossiers, the PMB- receipt of the
Child/ren and PAP/s ARRD matching dossier
through Inter-regional secretariat shall
Matching Conference
conduct the
following:
1.
1. 1. Acknowledge
and review the
Child /Home Study
Report and other
Page 97 of 629
documentary
requirements and
make assessment
and
recommendation.
2.Inform the None Within three PMB-ARRD Social
concerned FO, (3) days upon Worker
copy furnished the receipt of the
concerned agency, dossier PMB Director
on the comments
through an official
letter or
memorandum,
approved by the
Bureau Director
2. 3. Prepare a None At least five (5) PMB-ARRD Social
roster of children days prior to Worker
and PAP/s the scheduled
available for matching
interregional conference
matching.
Inform and invite
and request the
handling social
worker of the
child/PAP/s to
prepare a
visual/PowerPoint
presentation of
their cases for
matching
4. Inform and invite None At least five (5) PMB-ARRD Social
the NCWSG days prior to Worker
members to the the scheduled
matching
matching
conference
conference
5. Provide the None At least five (5) PMB-ARRD Social
NCWSG members days before Worker
advance copies of the matching
the child/ren and conference
PAP/s’ dossier for
review
6. Conduct/present None On the day of Child/PAP/s Social
the case of the scheduled Worker
child/ren and matching
PAP/s in the conference (At
matching least once a NCWSG members
Page 98 of 629
conference. month, but not
Ensure a quorum exceeding four
of the NCWSG (4) times a
members (three (3) month
out of five (5).
1. 7. Provide None On the day of PMB-ARRD Social
substantial matching Worker
comments, conference
observations,
comments/inputs
on the cases
presented.
Deliberate
matching of
children and
PAP/s.
Include in the After the
roster of children matching
and PAP/s that are conference
not matched for
presentation in the
next matching
conference.
8. Children not None Within two (2) PMB-ARRD Social
matched during days after the Worker
the presentation matching
for interregional conference
matching shall be
issued with Inter-
Country Adoption
Clearance (ICA).
All cases for

relative
intercountry
adoption/cases
with finalized
Domestic
Adoption, shall not
be presented in
the interregional
matching
conference and
shall be issued
with ICA clearance
based on the
assessment and
recommendation
Page 99 of 629
by the social
worker. Endorsed
immediately to
ICAB the original
copy of child’s
dossier, along with
the original copy of
ICA clearance, as
signed by the
Bureau Director
9. Facilitate the None A day after the PMB Bureau
signing of matching Director
Certificate of conference
Matching for
children matched
by the NCWSG
members and
endorse to the
Bureau Director or
his/her duly
authorized
representative for
his/her approval.
If any party Within two (2) PAP/s
declines/opposes days upon
the proposed receipt the
placement of the notice of
child to the PAPs matching
as recommended result
by the NCWSG,
the PAP/s shall
submit a written
explanation citing
the reasons for
non-acceptance.
Acceptability on
the reason/s shall
be based on the
evaluation of the
Bureau Director.
10. Once accepted None Within the day, PAP/s
the matched, after the
submit Acceptance receipt of the
Letter to PMB result of the
matching
11. Facilitate the Within the day PMB –ARRD Social
approval of the from the Worker
Pre-Adoption receipt of
Page 100 of 629
Placement Acceptance PMB Bureau
Authority (PAPA), Letter from the Director
signed by the PAP/s
Bureau Director
12. Coordinate and None Within 10 days PAP/s’ Social
facilitate child’s after the Worker
actual physical receipt of the
transfer to the PAPA
PAP/s
13. Conduct Three (3) PAP/s’ Social
/monitor post- months after Worker
placement placement of
supervisory visits the child
(3 months) and
recommend for the
issuance of
Certificate of
Consent to
Adoption (CA) at
the final
supervisory report.
14. Facilitate the Within the day, DSWD
issuance of after the Undersecretary for
Certificate of receipt of the Operations
Consent to third/final post
Adoption, (CA). placement
attached the Final supervisory
Post-Placement report
Supervisory
Report
Note: End of
process for
Administrative
Phase. Filing of
Petition of
Adoption in court is
outside the
jurisdiction of the
Department
TOTAL None 25 Days Maximum depending on
the case of the child
Page 101 of 629

14. Licensing for Foster Parents
Foster Family Care License (FFCL) is issued upon thorough assessment to the
prospective Foster Parents. Issuance of FCL is based on the eligibility of the
applicants in accordance with the R.A. 10165 or the Foster Care Act of 2012 and the
Memorandum Circular No. 21, series of 2018 or the Omnibus Guidelines on Foster
Care Service.
Office or Division: DSWD Field Office

Protective Services Division (PSD)
Adoption Resource and Referral Section (ARRS)
Type of Government to Citizens
Transaction:
Who may avail: All
1 Copy of Original Duly Accomplished Adoption Resource and Referral Section
Application Form (ARRS) or DSWD Website
https://adoption.dswd.gov.ph
1 Copy of Original Security Paper Philippine Statistics Authority (PSA)
(SecPa) Copy of Birth Certificate or at
least Certified True Copy from the original
1 Copy of Original Security Paper Philippine Statistics Authority (PSA)
(SecPa) Copy of Marriage Certificate,
Declaration of Nullity of Marriage, Legal
Separation Documents or at least
Certified True Copy from the original
1 Copy of Original Medical Certificate Public or Private Clinics/Hospitals
issued at least 6 months
1 Photocopy of Income Tax Return (ITR) Bureau of Internal Revenue (BIR)/
or Certificate of Employment (CoE) Applicant’s Company/Employer
1 Copy of Original National Bureau of National Bureau of Investigation (NBI) /
Investigation (NBI) Clearance or Police Philippine National Police (PNP)
Clearance
1 Copy of Original Barangay Certificate Barangay where the applicant/s reside
stating that the applicant is a resident of
the barangay, the length of his/her
residence therein, he/she is of good moral
character
3x5 inch sized Whole Body Photos of the Applicant
applicant and, where applicable, his/her
family taken at least 6 months
Page 102 of 629

1 Photocopy of Certificate of Attendance Adoption Resource and Referral Section
at Foster Care Forum (ARRS) – Foster Care
Other Requirements based on Social
Worker’s Assessment, as applicable.
1 certified true copy of Marriage Contract Philippine Statistics Authority
(if married), among others
Note: Other document/s may be required Applicant

is/are necessary on the case
management of intensive cases
Additional Requirements for Alien Applicants:
1 Photocopy of Certificate of Residence in Bureau of Immigration (BI) or Department of
the Philippines Foreign Affairs (DFA)
1 Original Copy of Letter of two (2) Applicants
Character References from non-relatives *Bureau of Immigration/Department of
who know the applicants in the country of Foreign Affairs
which he or she is a citizen or was a
resident prior to residing in the
Philippines, *except for those who have
resided in the Philippines for more than
15 years
At least 1 Certified True Copy of Applicant
Documents such as but not limited to
Passport , among others showing
citizenship
1 Original Copy of Certificate of Travel Bureau of Immigration (BI)
Records
Note: An Alien must resided in the

Philippines for at least 12 continuous
months at the time of the application
1 Original Copy of the Affidavit of Applicant
Undertaking to maintain residence until
termination of placement of the Foster
Child/ren by the DSWD or expiration of
Foster Care License
Such other documents that the Applicant
Department/Agency/Local Government
Sections may require
Note: Other document/s may be required
Page 103 of 629

is/are necessary on the case
management of intensive cases
FEES
1.Attendance to 1.1. Conduct of None 4 hours FC Social Worker
Foster Care Forum orientation on R.A.
No. 10165 or
Foster Care Act of
2012
1.2. Issuance of None 30 minutes Nancy Manimtim
Certificate of Admin Aide IV,
Attendance to Foster Care
Foster Care Forum
2.Filling-up of 2.1 Receipt of the None 10 minutes Nancy Manimtim
Application Form and duly accomplished Admin Aide IV,
Submission of application form Foster Care
Documents and documentary
requirements from
the client
2.2. Database None 15 minutes Nancy Manimtim
logging of the Admin Aide IV,
application form Foster Care
and list of
documentary
requirements for
onward
endorsement to
the concerned
ARRS Social
Worker
2.3 Review of the None 1 hour, 30 FC Social Worker
application and minutes
submitted
documentary
requirements and
preparation of
letter
acknowledging the
receipt thereof and
informing the
applicant on a
scheduled home
visit
2.4 Database None 10 minutes Nancy Manimtim
Foster Care
Page 104 of 629

Acknowledgment
Letter for onward
endorsement to
the Section Head
2.5 Review and None 1 hour Angelique Diaz
recommending OIC, Foster Care
approval of the
Section Head
Acknowledgment Foster Care
Letter for onward
endorsement to
the Division Chief
2.7 Review and None 1 hour Ms. Mirriam C.
recommending Navarro
approval of the PSD Chief
Division Chief
Letter for onward
endorsement to
the Assistant
Regional Director
for Operations
2.9 Review and None 1 hour Ms. Teresita L.
recommending Valentino
approval of the Assistant Regional
Assistant Regional Director for
Director for Operations
Operations
Letter for onward
endorsement to
the Regional
Director
2.11 Approval of None 2 hours Monina Josefina H.
the Regional Romualdez
Director Regional Director
2.12 Endorsement None 20 minutes Nancy Manimtim
of the approved Admin Aide IV,
Letter to the
Records Section
Page 105 of 629

and furnishing of a
copy of the same
document to the
ARRS Social
Worker
3.Participation of the 3.1 Conduct of None 8 hours FC Social Worker
applicant in the scheduled visit to
interview on the the applicant’s
assessment and residence for
preparation of home study and
comprehensive pre-signing of
Home Study Report FFCL, and to the
applicant’s
community for
collateral
interviews and
coordination with
barangay.
3.2 Preparation of None Within 20 days FC Social Worker
the Home Study
Report (HSR)
3.3 Submission of None 8 hours
HSR, pre-signed
FFCL, and draft
letter to developing
agency, re:signed
FFCL and Foster
Care ID
3.4 Database None 10minutes Nancy Manimtim
logging of the draft Admin Aide IV,
HSR, pre-signed Foster Care
FFCL, and draft
letter for onward
endorsement to
the Section Head
3.5 Review and None 4 hours Angelique Diaz
recommending for OIC, Foster Care
approval of the
Section Head
logging of the draft Admin Aide IV,
HSR, pre-signed Foster Care
FFCL, and draft
letter for onward
endorsement to
the Division Chief
3.7 Review and None 4 hours Ms. Mirriam C.
Navarro
Page 106 of 629

recommending PSD Chief
approval of the
Division Chief
logging of draft Admin Aide IV,
HSR, FFCL signed Foster Care
by FP, and draft
letter for onward
endorsement to
the Assistant
Regional Director
for Operations
3.9 Review and None 4 hours Ms. Teresita L.
recommending Valentino
approval of the Assistant Regional
Assistant Regional Director for
Director for Operations
Operations
3.10 Database of None 10 minutes Nancy Manimtim
the draft HSR, Admin Aide IV,
FFCL signed by Foster Care
FP, and draft letter
for onward
endorsement to
the Regional
Director
3.11 Approval of None 4 hours Monina Josefina H.
the Regional Romualdez
Director Regional Director
3.12 Assignment None 10 minutes Nancy Manimtim
of FFCL Reference Admin Aide IV,
Number and Foster Care
Foster Care ID
Number and
database logging
of above
information
3.13 Endorsement None 20 minutes Nancy Manimtim
of the approved Admin Aide IV,
letter with 2 Foster Care
original copies of
signed signed
FFCL and Foster
Care ID to the
Records Section
TOTAL None 21 days, 21 hours and 35
minutes
Page 107 of 629

15. Placement of Children to Foster Parents
Foster Placement Authority (FPA) is issued upon thorough assessment on the

eligibility of the child to be placed under Foster Care and/or upon issuance of the
Regional Foster Care Matching Certificate and submission of the Acceptance Letter
of the Licensed Foster Parents. Issuance of FPA is in accordance with the R.A.
10165 or the Foster Care Act of 2012 and the Memorandum Circular No. 21, series
of 2018 or the Omnibus Guidelines on Foster Care Service.
Office or Division: ARRS-Foster Care Section (FCS)

Type of Government to Government
Transaction: Government to Business Entity
Who may avail: Children eligible for Foster Care from the DSWD Residential Care
Facilities (RCFs), Child Caring Agencies (CCAs), Child Placing
Agencies (CPAs), and Local Government Sections (LGUs) and
matched to licensed Foster Families
1 Original Copy of Child Case Study Residential Care Facility, Child
Report Caring/Placing Agencies, and Local
Government Sections where the child is
admitted/originated
1 Original Copy of Health and Medical Public or Private Clinics/Hospitals
Profile with Immunization Records issued
within 6 months
1 Original SECPA copy of Birth Philippine Statistics Authority (PSA)
Certificate/Foundling Certificate
Child’s Profile Case Manager from the Residential Care

Facility, Child Caring Agency, Local
Government Sections where the child is
admitted/originated
Recent Photograph Residential Care Facility, Child Caring
Agencies, Child Placing Agencies, and
Local Government Sections where the child
is admitted/originated
1 Original Copy of Psychological Child Psychologist
Evaluation for children five (5) years old
and above
1 Photocopy of School Records for School where the child is enrolled
Children in School Age
PAID
1.Pre-matching 1.1 Receipt of the None 15 Minutes Nancy Manimtim
dossier of the child Admin Aide IV,
Page 108 of 629

from the Foster Care
concerned agency
1.2 Encoding of None
the application in
the database then
forward it to the
concerned
technical staff for
review
1.3 Review and None 2 days FC Social Worker
endorsement of
the dossier of
Child/ren to the
Matching
Secretariat
1.4 Review and None
assessment of the
substance of the
Child Study Report
and completeness
of documentary
requirements to
determine
inclusion in the
roster of cases for
the Foster Care
Matching
Conference
1.5 Preparation of None
the
Acknowledgement
Letter notifying the
concerned Agency
on the schedule of
the Matching
Conference or on
the comments, if
necessary
Letter for onward
endorsement to
the Section Head
1.7 Review and None 1 day Angelique Diaz
approval of the OIC, Foster Care
acknowledgment
letter or comments Mirriam C. Navarro
Page 109 of 629

on the child’s PSD Chief
dossier
Teresita L.
Valentino
ARD for Operations
Monina Josefina H.
Romualdez
Regional Director
1.8 Endorsement None 1 day Administrative Aide
of the approved IV, Records
Acknowledgment Section
Letter to the
concerned agency
1.9 Invitation of the None 1 day Matching
agency/social Secretariat
worker to the Foster
Care Matching
Conference
1.10 Preparation of None 1 day Matching
the roster of Secretariat
available
children/foster
parents for
presentation in the
matching
conference,
agenda,
attendance sheet,
and visual
presentation of
cases to be
presented in the
matching
conference
1.11 Reproduction None
and sending out of
hard/scanned
copies of
documents of
children/foster
parents to the
foster care
committee
members
2.Matching Phase 2.1 Introduction of None 10 minutes Matching
the foster care Secretariat,
matching Regional Child
committee Welfare Specialist
Page 110 of 629

members, foster Group (RCWSG)
care matching
secretariat, and
social workers
participating in the
conference
2.2 Brief visual None 4 hours Case Managers
presentation of from ARRS, RCFs,
each case of foster CPAs, CCAs, and
parents and LGUs
children
2.3 Discussion/ None 2 hours Matching
provision of Secretariat,
comments, RCWSG, Case
observations, and Managers from
ARRS, RCFs,
inputs on the case
CPAs, CCAs, and
presented LGUs
2.4 Deliberation of None 1 hour Matching
the matching of Secretariat,
children and foster RCWSG
parents (for regular
foster care cases)
and/or placement
of children to foster
parents (for direct
entrustment and
kinship care
cases) based on
the needs of the
child/ren and the
capacity/resources
of the foster
parents
2.5 Preparation None 30 minutes Matching
and signing of Secretariat
Resolution RCWSG
declaring the
matching and
Certificate of
Matching of
children matched
3.Post-Matching 3.1 Database None 10 minutes Nancy Manimtim
Resolution, Foster Care
Certificate of
Matching, draft
FPA, and
Page 111 of 629

Transmittal Memo
to concerned
agency for onward
endorsement to
the Section Head
3.2 Review and None 1 day Angelique Diaz
Approval of the OIC, Foster Care
Resolution,
Certificate of Mirriam C. Navarro
Matching, draft FPA, PSD Chief
and transmittal to
concerned agency Teresita L.
Valentino
ARD for Operations
Monina Josefina H.
Romualdez
Regional Director
3.3 Endorsement of None 20 minutes Nancy Manimtim
the approved Admin Aide IV,
Acknowledgment/Tr Foster Care
ansmittal Letter to
the concerned
agency/social
worker
Upon Receipt of 3.4 Receipt of the None 5 minutes Administrative staff,
Acceptance Letter Acceptance Letter Records Section
from FPs from Foster
Parents and
signed FPA
3.5 Preparation of None 30 minutes Matching
transmittal letter to Secretariat
the concerned
agency/ social
worker with FPA
signed by the FP
3.6 Approval of the None 1 day Angelique Diaz
FPA OIC, Foster Care
and transmittal
letter to the Mirriam C. Navarro
concerned PSD Chief
agency/social
Teresita L.
worker Valentino
ARD for Operations
Monina Josefina H.
Romualdez
Regional Director
Page 112 of 629

3.7 Sending of None 1 hour (for Administrative
the signed FPA and face to face or Staff/Records
transmittal letter to email) Officer
the concerned
agency/ social
worker (either face
to face, email, or
mail through the
Records Section)
4. Placement and 4.1 Conduct a None 1 day Social Worker of
supervision of the discharge the Child and
foster children with conference to brief Foster Parents;
the foster parent the foster parent/s Foster Parent;
on the background Child
of the case or
needs of the foster
child/ren, and turn
over custody of the
child to the foster
parent
4.2 Provision of None 1 day ARRS Social
monthly foster care Worker
subsidy for foster
parent/s based on
the approved
parameters, as
recommended.
4.3 Conduct home None Frequent for ARRS Social
visits to monitor the first three Worker
the foster child’s months; Bi-
adjustment in the monthly for the
foster home until succeeding
foster placement is months
terminated
Short term -
less than 6
months
Long-term - 6
months or
more
TOTAL (Excluding the supervisory None 10 days, 10 hours, and 10
period) minutes
Page 113 of 629

How to send feedback Walk-in clients are provided with Client
Satisfaction Measurement Form (CSMF –
Paper and pencil method) where they
could answer after the provision of
service/technical assistance. Answered
Client Satisfaction Measurement Form is
collected by assigned ARRS staff and
dropped in the dropbox. The answered
CSMF in dropbox is being collected by the
Statistician every 15 days for consolidation
report.
During Online Adoption/Foster Care Forum

which is conducted twice a month the
participants are requested to fill up Client
Google Form) for them to rate and provide
feedback on the services/technical
assistance provided. After the forum, the
answers CSMF are collected by the
Statistician.
How feedbacks are processed Feedbacks were consolidated and
recorded. Consolidated information is
submitted to the Supervisor for her
reference and immediate action.
How to file a complaint In the Client Satisfaction Measurement
Form there is a portion where clients could
write their complaints or suggestions in the
provided service/technical assistance.
How complaints are processed The Supervisor immediately provides
feedback to ARRS Staff on the raised
complaints through a meeting. The ARRS
staff will come up with an agreed decision
on improving the services. The agreed
action plan is indicated in the CSMF
Monthly report every 1st day of the
succeeding month.
Clients with complaints will be sent with a

formal letter about the raised issues and
Page 114 of 629

concerns and the action taken.
Complaints received from PCC are

immediately provided with response thru
formal letter sent within 48 hours.
Contact Information

Tel No; 8478-5093
PCC 8888
CCB CCB: 0908-881-6565 (SMS)

CIS Tel No; 8735-5413/ 3493-7907
Page 115 of 629

16. Securing Travel Clearance for Minors Travelling Abroad
(MTA)
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: Minors Travelling Abroad Section

Type of
G2C – Government to Citizens
Transaction:
Who may avail: Filipino Minors Traveling Abroad
Issuance of Travel Clearance Certificate
A. For Minors Traveling Alone to a Foreign Country for the First Time
1. Duly accomplished Application Form DSWD Field Office NCR or download form
at www.ncr.dswd.gov.ph
2. LSWDO/SWAD Social Worker’s Local Social Welfare and Development
assessment, when necessary Office where the minor resides
3. PSA issued Birth Certificate of Philippine Statistics Authority (PSA)
Minor
4. PSA issued Marriage Contract of Philippine Statistics Authority (PSA); Court
minor’s parents/ Copy of Court issued who handled the Legal Guardianship
Legal Guardianship/ Tallaq or Fasakh petition; Shariah Court or Religious Leader
Certification from the Shariah Court or
any Muslim Bgy or religious leader.
PSA issued CENOMAR for illegitimate

minors on SECPA;
5. Notarized Affidavit of Consent of both Law Office and Notarized at the place where
parents/ legal guardian/solo parent, the parents resides/ Philippine Embassy (if
whichever is applicable. Photocopy of minors parent/s are abroad)
valid ID with seen signatures. If parents
are working abroad, valid passport and
visa or any ID issued abroad.
6. Two (2) original colored passport Applicant
size photos of the minor (in White, Red or
Blue Background) taken within the last 6
months. No scanned picture is allowed.
7. Affidavit of Support and Certified Applicant
copy of evidence to show financial
capability of sponsor e.g Certificate of
Employment, Latest Income Tax Return,
Bank Statement, etc)
Page 116 of 629

8. Certified True Copy of the Death Philippine Statistics Authority (PSA)
Certificate (for deceased parent/s) on
SECPA;
9. Unaccompanied Minor Certificate Airline Company where ticket is obtained
from the Airlines
10. Waiver from the parents releasing Applicant
DSWD from any liability/responsibility in
case of untoward incident during the
travel of the child.
B. For Succeeding Travel of Unaccompanied minor or Traveling ALONE
2. Notarized Affidavit of Consent of Law Office and Notarized at the place where
both parents/ legal guardian/solo parent, the parents resides/ Philippine Embassy (if
whichever is applicable. Photocopy of minor’s parent/s are abroad)
3. Original copy of the previous Applicant
Travel Clearance issued by DSWD Field
Office NCR
4. Two (2) colored passport size pictures Applicant
of the minor (in white, red or blue
background) taken within the last 6
months. No scanned pictures will be
accepted.
5. Unaccompanied Minor Certificate from Airline Company
the Airline
6. Waiver from the parents releasing Applicant
DSWD from any liability in case of
untoward incident during the travel of the
child.
C. Minor Traveling for the FIRST TIME with persons other than the Parents or Legal
Guardian
2. PSA issued birth certificate of the minor Philippine Statistics Authority (PSA)
3. Marriage Certificate of minor’s parents PSA, Local Social Welfare and
(SECPA), Solo Parent ID, for Solo Development Office (for the Solo Parent’s
Parents, Court Decree of Separation, ID); Family Court.
Annulment or Divorce, for illegitimate
minors, CENOMAR from PSA; in case of
Page 117 of 629

deceased parent/s, copy of the Death
Certificate.
5. Two (2) colored passport size pictures Applicant
of the minor (in white, red or blue
background) taken within the last 6
months. No scanned pictures will be
accepted.
6. Photocopy of the passport of the Minor’s travelling companion
traveling companion.
D. Minors Traveling subsequently with a Person Other than the Parents of Legal
Guardian
2. Original copy of the Travel Clearance Applicant
previously issued by the DSWD Field
Office NCR;
4. Two (2) original colored passport size Applicant
photos of the minor taken within the last
six (6) months. No scanned pictures will
be accepted;
5. Photocopy of the Passport of the Minor’s traveling companion
traveling companion.
Additional Requirements for Minors Under Special Circumstances:

For Filipino Minors Migrating to Another Country
1. Visa Petition Approval Applicant
For Minors Studying Abroad
1. Acceptance or Certificate of Enrollment Applicant
or Registration from the School where the
minor is to be enrolled.
For Minors who will attend Conference, Study Tours, Competition, Student Exchange
Page 118 of 629

Program, Summer Camp, Pilgrimage, World Youth Day and Other Related Activities:
1. Certification from Sponsoring Sponsor Organization
Organization
2. Affidavit of Undertaking of Companion Sports Agency
indicating safety measures undertaken by
the Sports Agency
3. Signed Invitation from the Sponsoring Sponsoring Organization
Agency/Organization abroad with itinerary
of travel and list of participants and
duration of the activity/travel
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 country
3. Letter from the Sponsor Sponsor
Minors going Abroad for Inter-Country Adoption
1. Placement Authority issued by ICAB Inter-Country Adoption Board (ICAB)
2. Authority to Escort issued by ICAB Inter-Country Adoption Board (ICAB)
Minors under Foster Care
1. Notarized Affidavit of Undertaking by Foster Parent
the Foster Parents
2. Notarized Affidavit of Consent from the DSWD Regional Director
Regional Director or Authorized
Representative
3. Photocopy of Foster Placement Applicant
Authority
4. Photocopy of Foster Care License of Applicant
the Family
5. DSWD Certification of the CDCLAA DSWD
Except those under Kinship Care
6. Return Ticket Applicant
Minors Under Legal Guardianship
1. Certified True Copy of the Court Order Court
on Legal Guardianship
For Minors whose parents are Seafarers
1. Certification from the Manning Agency Applicant
attesting to the parents employment
2. Photocopy of Seaman’s Book of
Parent/s
For Minors with alleged missing parent/s
1.Social Case Study Report from the Local Social Welfare and Development
LSWDO where the alleged missing Office
parent’s last known address
2. Blotter Report from either local police Local Police or Barangay of the alleged
or Barangay Certification from the Locality missing parent/s last known address
of the last known address of the alleged
Page 119 of 629

missing parent
3. One (1) returned registered mail to the Applicant
last known address of the alleged missing
parent/s known address.
Within the Day Transaction
FEES
CLIENT STEPS AGENCY ACTIONS TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Registration 2.1 Issuance of None 5 minutes Officer of the Day
Service Sequence
Number
2.2. Encoding of
the client’s
information in
online
Spreadsheet
2.3 Issuance of the

Client Satisfaction
Survey Form (CSS
Form)
2. Submission of Receives Filled-up None 5 minutes Social Worker
Application and Application Form
Documentary and Documentary
Requirements requirements
presented by the
Client.
3. Screening of Social Worker will None 5 minutes Social Worker
Application and check the
documentary presented
requirements documentary
requirements are
complete. If not,
the client will be
asked to comply. If
Complete, proceed
to the next Step.
4. Interview / 4.1 Social Worker None 20 minutes Social Worker
Assessment interviews and
conducts
assessment of the
application;
4.2 Recommends
for the approval or
disapproval of the
application to the
Page 120 of 629

Signing Authority.
4.3 Approves / None 5 minutes Eden A.
Disapproves the Llamanzares
application Head, MTAS
Social Worker
4.3.1 If Approved,
proceed to step 6
Social Worker
4.3.2 If
Disapproved,
Counseling and
Explanation of
reason for
disapproval of
application
4.4 Notify the DFA, None 5 minutes Social Worker
BI, PMD, DSWD-
CO
10 minutes Social Worker /
Admin Staff
If exempted,
prepares the
Certificate of
Exemption for
Approval of the
Regional Director
or the Authorized
Signatory
5. Payment of: 5.1 Issues order of Php 3 minutes Ms. Milagros
payment / Billing 300,00 Bumanlag
Statement for 1 OIC, Cash Section
year
Social Worker/
5.2 Issues Official validity
Admin Staff
Receipt to the
Applicant on the Php
Payment received 600 for
2
5.3 Issuance of years
Claim Stub, validity
schedule of
release (minimum
of 10day
processing and
maximum of 3
days processing0
6. Issuance of travel 6.1 Encodes / None 10 minutes Social Worker /
Clearance Types the details Admin Staff
Certificate / of the applicant to
Exemption the Travel
Page 121 of 629
Certificate Clearance
Certificate
6.2 Signs / None 5 minutes Monina Josefina H.
Approves the Romualdez
application or Regional Director
Certificate of or the authorized
Exemption for approved signatory
Exempted
applicants, as
requested by client
7. Receipt of the Releases the None 5 Minutes Admin Staff
Travel Clearance Travel Clearance
Certificate and Certificate to the
Submission of the Applicant/
Filled-up CSS Form Certificate of
and Signs the Exemption/
Logbook for the Receipt of the
Received Travel Filled up CSS
Clearance/ Form
Certificate of
Exemption
Php 1 hour and 19
TOTAL 300.00 minutes**
–
600.00
 Social Workers may require additional documents from the

applicants as a basis of assessment whether or not the minor’s
travel will not constitute trafficking, exploitation and abuse.
**Processing time may vary per region but shall not exceed a
maximum of three (3) days as indicated in AO 12, series of 2017

How to send feedback Answer the feedback form and drop into
the box or send to
[email protected]
MTAS Contact Info:

8-310-1435 / 8-733-0010 to 18 local 210
How feedbacks are processed The unit shall draft a response for input
and comments of Protective Service
Page 122 of 629

Division - Chief, Assistant Regional
Director for Operations, and approval of
the Regional Director. The client shall be
informed via email or phone call.
How to file a complaint To file a complaint, provide the following
details via email:
- Full name and contact information of
the complainant
- Narrative of the complaint
- Evidences
- Name of the person being
complained
Send the complaint to
[email protected]
Complainant using 8888 SMS will receive the complaint and will be
forwarded to MTAS; the unit shall draft a
response for input and comments of
Protective Service Division Chief, Assistant
Regional Director for Operations and
Approval of the Regional Director. The
client shall be informed via email or phone
call.
How complaints are processed The concerned Office will conduct a case
conference/meeting to discuss the
issue/concern. If necessary, to set a
meeting with the complainant and discuss
the concern. An internal investigation shall
be conducted within the unit, then provide
recommendation and officially send reply
letter/memo to the complainant.
Contact Information
ARTA Tel No. 8847-5093

Email Add: [email protected]
CCB Contact Center ng Bayan (CCB)

[email protected]
0908-881-6565 (SMS)
PCC Hotline: 8888

Email Add: [email protected]
Page 123 of 629

17. Provision of Resource Person to DSWD Intermediaries
and Stakeholders
Processing of requests for resource persons to capacitate intermediaries and

stakeholders with the needed knowledge and skills to effectively implement social
welfare and development and social protection programs and services that are
responsive to the needs of different sectoral groups in the community.
Based on the Executive Order No. 15 Series of 1998 where the functions and
operations of the DSWD have been devolved to the Local Government Units, the
Department has been transformed from being a direct service deliverer to a technical
assistance provider. It is the mandate of the DSWD to provide technical assistance
to Local Government Units (LGU), Non-Government Organization (NGO), National
Government Agencies (NGA), People’s Organizations (PO) and other members of
the civil society in effectively implementing the programs, projects and services that
will alleviate poverty and empower disadvantaged individuals, families and
communities for an improved quality of life.
In relation to this, the Department adopted this mandate through the Administrative
Order No. 44 Series of 2002 or the Guidelines in the Provision of Technical
Assistance and Resource Augmentation to DSWD Intermediaries. Technical
Assistance are activities through which DSWD imparts technical and organizational
skills and know-how to a local government unit, another agency or organization,
groups or individuals, specially where the latter seek for such with the ultimate aim of
standardizing and upgrading delivery of basic social services.
Office or Division: Capacity Building Section – Protective Services Division

Classification: Complex
Type of G2G - Government to Government
Transaction: G2C - Government to Citizen
Who may avail: DSWD intermediaries (local government units, non-government
organizations, peoples’ organizations, civil society organizations,
academe) and stakeholders
Letter request addressed to Mr. Vicente
Gregorio B. Tomas, Regional Director of Requesting party
DSWD-NCR
Program of Activities To be prepared by the Requesting Party
DSWD Intellectual Property Agreement DSWD Field Office Capacity Building
Section/ Social Welfare Institutional
Development Section
FEES
1. Send a request 1.1 Receive, check None 1 hour Admin Staff
Page 124 of 629

letter to DSWD-NCR and log request (Records Section)
two (2) weeks letter and forward
before the conduct to the Office of the
of the activity. Regional Director
(ORD).
1.2 Receive the None 1 Hour Admin
request letter and staff/Regional
endorse to the Executive Assistant
Regional Director (ORD)
1.3 Review and None 6 Hours Monina Josefina H.
provide Romualdez
instructions and Regional Director
endorse to
Protective
Services Division
(PSD)
1.4 Review and None 3 Hours Mirriam C. Navarro
provide Protective Services
instructions and Division Chief
endorse to
Capability Building
Section (CBS)
1.5 Receive the None 1 Hour Roxanne C. Giray
request letter Admin staff (CBS)
1.6 Review and None 2 Hours CBS Section Head
assess the request
1.7 Identify None 2 Hours Fannie Ezra

resource person Dacudag
per database/list of Technical Staff
CGS/program (CBS)
focal/SWD L-Net
1.8 Coordinate None 2 Hours Fannie Ezra
with the head of Dacudag
the CGS/program Technical Staff
focal or SWD L- (CBS)
Net member to
inform and check
availability
1.9 Prepare None 3 Hours Fannie Ezra
confirmation letter Dacudag
(to include name Technical Staff
and details of (CBS)
identified resource
person), Memo to
the Head of CGS/
Program Focal
Page 125 of 629

and Regional
Special Order
1.10 Forward None 1 Hour Roxanne C. Giray
confirmation letter, Admin staff (CBS)
memo and draft
RSO to PSD Chief
for review and
initials
1.11 Review and None 3 Hours CBS Section Head
sign confirmation
letter and draft
RSO and endorse
to ARD for
Operations
1.12 Review and None 3 Hours Teresita L.
sign confirmation Valentino
letter and draft Assistant Regional
RSO and endorse Director for
to Office of the Operations
Regional Director
1.13 Review and None 6 Hours Monina Josefina H.
sign the Romualdez
confirmation letter, Regional Director
memo and RSO
1.14 Return to None 1 Hour Admin staff (ORD)
CBS
1.15 Receive None 1 Hour Roxanne C. Giray
signed Admin staff (CBS)
confirmation letter
and RSO. Attach
the Intellectual
Property
Agreement (IPA)
as well as the
Customer
Satisfaction
Measurement
Survey (CSMS)
Form and Post
Evaluation Matrix
(Google Form
Links)
1.16 Send out to None 1 Hour Roxanne C. Giray
the requestor the Admin staff (CBS)
documents thru
email and to
Records Section
Page 126 of 629

for numbering
(RSO) and
sending out
(confirmation
letter, IPA and
CSMS) to mail
1.17 Encode None 1 Hour Fannie Ezra
details of the Dacudag
request to a Technical Staff
database (CBS)
1.18 Coordinate None 3 Hours Fannie Ezra
with requestor to Dacudag
set a pre-activity Technical Staff
meeting with the (CBS)
identified RP and
requestor (ANA)
2. Fill out the DSWD None 1 Hour Requesting Party
Intellectual Property
Agreement,
Customer
Satisfaction
Measurement
Survey and Post
Evaluation Matrix
(Google Form Links)
Total None 43 Hours or 5 days
Page 127 of 629

18. Borrowing of KEC / RLRC Materials and Collections
Based on the Memorandum Circular No. 1 Series of 2015, The DSWD-NCR Learning
Resource Center (LRC) is established to provide access to knowledge and information
through reading and writing, providing the staff, visitors, or other users the right to use
the LRC materials and services by providing them a secure and comfortable
environment. There is a need to establish LRC in the Field Office in accordance to the
thrust of the Department that all DSWD Offices should maintain a LRC wherein all
knowledge products are installed and is accessible to the public.
Moreover, the location of the DSWD-NCR is accessible to nearby universities hence, it

is necessary to establish a learning center which is open to all students specifically to
Social Work students.
The barriers to knowledge sharing such as lack of time to share, poor verbal and
written communication, difference in education level etc. have to be addressed so that
the people will trust and be empowered to continue to learn, share knowledge and
produce faster, smarter and better services to the clients. On the other hand, the
employees must also be encouraged to share knowledge and produce knowledge
products so they can respond to the ever changing needs of partners and constituents.
Furthermore, the establishment of LRC is a result of DSWD pioneering efforts to

institutionalize a knowledge management system and use of Knowledge Exchange
Center/Regional Learning Resource Center Function Room for meetings, learning
sessions, and exams for applicants which aims to strengthen and promote the
exchange of knowledge with stakeholders, partners and within DSWD towards
increased productivity and efficiency.

Transaction:
Who may avail: DSWD employees
Borrower’s Logbook or Google Form Capacity Building Section / RLRC
Valid Identification Card Requesting Party
FEES
A.1 For Internal Client
1. Inquiry on the 1.1 Request client None 5 minutes Rowela Rosales
availability of to provide ID RLRC Admin Aide
book/ material (proof of (Capacity Building
Page 128 of 629

identification) Section)
1.2 Request client None 10 minutes Rowela Rosales
to register in the RLRC Admin Aide
logbook/ QR Code (Capacity Building
Section)
1.3 Check the None 20 minutes Rowela Rosales
availability of the RLRC Admin Aide
book/ material (Capacity Building
- If available, 10 minutes Section)
check if it is
circulating or
non-circulating
book/ material
- If not
available,
inform its non-
availability and/
or refer to other
RLRC/ libraries.
1.4 If circulating None 15 minutes Rowela Rosales
material, conduct RLRC Admin Aide
a physical (Capacity Building
inspection in front Section)
of the client and
discuss the
condition of the
book/ material
If not circulating
material, inform
for “Room Use”
only and/ or
photocopy part of
the material.
2. Accomplishment 2 Request client to None Rowela Rosales
of CSMS fill out CSMS via RLRC Admin Aide
printed (Capacity Building
copy/email/QR Section)
Code
3. Accomplishment of 3.1 Request client None 10 minutes Rowela Rosales
Book Card to fill out the Book RLRC Admin Aide
Card (Date (Capacity Building
Borrowed/ Name Section)
and Office)
3.2 Update None 15 minutes Rowela Rosales
Borrower’s Matrix RLRC Admin Aide
by entering the (Capacity Building
borrowing Section)
Page 129 of 629

transaction details
and write the date
on the Date Due
Slip based on the
prescribed
borrowing period
of seven (7) work
days
3.3 Release the None 5 minutes Rowela Rosales
book/ material to RLRC Admin Aide
the client. (Capacity Building
Section)
Proceed to
Returning when
the client returns
the book/ material.
If requesting for
renewal, proceed
to filling out of
Book Card unless
another borrower
has requested to
reserve the book/
material.
TOTAL NONE 95 minutes / 1 Hour and 35
minutes
A.2 For External Client
1. Inquire on the 1.1 Request client None 5 minutes Rowela Rosales
availability of book / to provide ID or RLRC Admin Aide
material Visitor’s ID (Capacity Building
(proof of Section)
identification)
1.2 Request client None 10 minutes Rowela Rosales
to register in RLRC Admin Aide
the logbook/ (Capacity Building
QR Code Section)
1.3 Check the None 20 minutes Rowela Rosales
availability of RLRC Admin Aide
the book/ (Capacity Building
material 10 minutes Section)
- If available,
inform for
“Room Use”
only and/ or
photocopy part
of the material
Page 130 of 629

Request client
to fill out
CSMS.
- If not
available,
inform its non-
availability and/
or refer to other
RLRC/ libraries.
TOTAL None 50 minutes
B. Returning
1. Client 1.1 Request client None 10 minutes Rowela Rosales
Registration to register in the RLRC Admin Aide
logbook / QR Code (Capacity Building
Section)
1.2 Inspect the None 5 minutes Rowela Rosales
book/ material to RLRC Admin Aide
be returned (Capacity Building
Section)
2. Accomplish Book 2.1 Request client None 10 minutes Rowela Rosales
Card to fill-out the Book RLRC Admin Aide
Card (date (Capacity Building
Returned and Section)
Signature)
2.2 Write the time None 5 minutes Rowela Rosales
of return in the RLRC Admin Aide
same column and (Capacity Building
sign Section)
2.3 Return the None 5 minutes Rowela Rosales
Book Card to its RLRC Admin Aide
pocket. (Capacity Building
Section)
2.4 Update None 10 minutes Rowela Rosales
Borrower’s Matrix RLRC Admin Aide
and sign in the (Capacity Building
Date Due Slip Section)
3. Accomplish CSMS 3 Request client to None 5 minutes Rowela Rosales
fill out CSMS via RLRC Admin Aide
printed (Capacity Building
copy/email/QR Section)
Code
TOTAL NONE 50 minutes
Page 131 of 629

How to send feedback Feedback and suggestion can be send
through email ([email protected])
and telephone numbers 5-310-1433 or
through the QR Code of the Client
Satisfaction Measurement Form:
https://forms.gle/jQVd8ZybwRRvszio6 and
Evaluation Form:
https://forms.gle/Kr7PWinXsAiT5sJA9
How feedbacks are processed Weekly, the Admin Assistant Aide IV
encodes all submitted feedback and relays
it to the responsible office/ staff.
The responsible office/ staff answer the

cited concerns within 3 days upon receipt
of the feedback.
The reply is sent to the customer/

concerned staff.
For queries and follow-ups, customers/

concerned staff may contact 5-310-1433.
How to file a complaint Feedback and complaints undergo the
same process.
Complaints can also be filed via telephone.

Please include the following information:
- Name of person/ office being
complained
- Incident (STAR Model- Situation,
Task, Action, Result or 5Ws (who,
what, where, when, and why) and 1
H (how)
- Evidence
Same contact number

How complaints are processed Feedback and complaints undergo the
same process.
Contact Information of CCB, PCC, ARTA ARTA: 8-478-5093 [email protected]
PCC: [email protected] 8888
CCB: [email protected]
0908-881-6565
Page 132 of 629

19. Procedure for Social Pension Provision to Indigent
Senior Citizens
Upon approval of application and inclusion in the Social Pension Program, the
eligible and indigent senior citizen will now proceed to availment of quarterly stipend.
Office or Division: Social Pension Program Management Officer (SPPMO)/

Protective Services Division (PSD)
Type of
Government to Citizens
Transaction:
Who may avail: Indigent Senior Citizens who are:
a) Sixty (60) years old and above indigent senior citizens who
are frail, sickly, bedridden, or with a disability.
b) No Permanent source of income.
c) No regular support from family or relatives for his/her basic
needs.
d) No pension from Government Service System (GSIS),
Social Security System (SSS),Philippine Veterans Affairs
Office (PVAO), Police Mutual Benefits Association, Inc.,
and any other insurance company or/and agencies.
Beneficiaries:
Office of the Senior Citizen Affairs (OSCA)
Senior Citizen Identification Card (Original
LGU
with 2 photocopy)
Authorized Representative:
1. Senior Citizens ID (Original with 2 Office of the Senior Citizen Affairs
photocopy)
2. Original copy of Authorization Pensioner
Letter with Signature/thumb mark
of pensioner
3. Barangay Certification Barangay Hall
4. Picture of Pensioner and Pensioner
Authorized Representative holding
the latest newspaper ( must be
taken on or before pay-out)
5. Valid Government issued ID of SSS,GSIS, DFA, PHILPOST, PRC, TIN
Authorized representative (original
& 2 photocopy)*
*The validator shall request additional requirements depending on the case for
further verification
FEES
1. Presentation and 1. Review and None 5 minutes Admin Aide IV,
submission of the thorough checking Admin Asst. III
Page 133 of 629

Requirements to the of the (Validator)
assigned validator completeness of SPPMO
requirements and
Note: ensure to accuracy of
submit all needed information of
documentary pensioner vis-à-vis
requirements for payroll.
validation.
Note: If the
requirements are
complete.
1.1 Incomplete 3 minutes Admin Aide IV,

requirements, Admin Asst. III
inform the (Validator)
pensioner of the SPPMO
lacking documents
Note: In case of
discrepancies in
RAO vs. ID’s,
Certificate will be
Issued by the
OSCA from LGU
2. Sign-in to payroll 2. With complete none 5 minutes Admin Aide IV,
and documents that requirements, let Admin Asst. III
requires their the pensioner sign (Validator)
signature and or the payroll and SPPMO
thumb mark other documents.
Issue stub & copy
of validated
documents to the
pensioner.
3. Proceed to 3. Rechecking of none 3minutes Special Disbursing
SDO/Paymaster for the validated Officer/ Paymaster
receipt of stipend documents.
Release the
stipend.
4. Proceed to the 4. Take a photo of None 2 minutes Admin Aide IV,
picture-taking area the social Admin Asst. III
pensioner holding (Validator)
his/her OSCA ID SPPMO
and pension.
Admin Asst. III,
The photo will be Admin Aide IV
uploaded to the (Database)
database of Social SPPMO
Pension
Page 134 of 629

Information
System

How to send feedback Please let us know we have served you by
sending your feedback and suggestion
through email ([email protected]) and
telephone numbers 733-0010 local 105 or
5-310-0735.
How feedbacks are processed The Admin Assistant II will consolidate all
the feedback and forwarded it to SPPMO
Head for proper actions. SPPMO Head
discusses the Feedback of the Clients to
the Staff and to the management for Office
improvement.
How to file a complaint Please let us know we have served you by
sending your complaint through email
([email protected]) and telephone
number 87330010 loc 105 0r 5-310-0735.
How complaints are processed The Admin Assistant II will consolidate all
the Complaint and forwarded it to SPPMO
Head for proper actions. SPPMO Head
discusses the complaints of the Clients to
the SPPMO Staff and to the management
for proper action
Contact Information of CCB, PCC, ARTA ARTA: 8-478-5093
[email protected]
CCB:
[email protected]
0908-881-6565
Page 135 of 629

20. Case Management in Center and Residential Care
Facility
Procedures in ensuring that clients receive all the services they need in a timely and
appropriate manner towards sustaining, enhancing, and restoring clients’ social
functioning.
CRCFs under FO-NCR:
a. Reception and Study center for Children (RSCC)
Office or Division: Reception and Study Center for Children (RSCC)

Type of G2G – Government to Government, G2C – Government to
Transaction: Citizen
Who may avail: Field Offices Center Facilities
One (1) Original copy of referral letter  For CSWDO or MSWDO - from the
City/Municipal Social Welfare Office duly
signed by the Head of the agency.
 For Barangay - letter signed by the
Chairman.
 For Police - letter signed by the police
officer in authority (Women’s Desk or
Head of the PCP).
 For OBSUs and C/RCFs - from the
OIC/Head of the referring office.
One (1) original copy of Child Study  For Barangay, Police, CSWDO or
Report (CSR) or Social Case Summary MSWDO - from the Social Workers of
Report (SCSR) the CSWDO or MSWDO within the
jurisdiction where the child or children
was found or the last known residence of
child’s immediate family.
 For OBSUs – from the Social Workers of
the Crisis Intervention Section (CIS) or
Community Based Services Section
(CBSS).
 C/RCFs – from the Social Workers of the
referring office.
One (1) original copy Medical Abstract /  From any private clinics or local
Certificate with Laboratory Results hospitals within the jurisdiction where the
child or children was found or the last
known residence of child’s immediate
family.
Page 136 of 629

 One (1) original copy of Dental Records,
if any or available.
Court Order (if any)
One (1) original copy and three (3) From the Barangay and Police
Certified True Copies (CTC) of Barangay Community Precinct (PCP) within the
and Police Blotter Report (for abandoned, jurisdiction where the child or children
foundling case) was found, rescued or facilitated the
referral.
One (1) original copy of Psychological  From the Psychologist of the local and/or
Report, if any or available. (for rescued government offices within the jurisdiction
cases such as child or children victims of where the child or children was found,
trafficking and/or abuse) rescued, or last known residence of
child’s family.
One (1) original copy of Birth certificate  To be secured by the referring agency
from child’s family and/or immediate
relatives or from the PSA or local civil
registrar’s office where the child was
born.
One (1) original copy of Baptismal  To be secured by the referring agency
Certificate from child’s family and/or immediate
relatives or from the church where the
child was baptized.
One (1) Certified True Copy (CTC) of  From the last known school where the
School records or ID child was enrolled.
 For A - From the concerned court within
Other pertinent documents: the jurisdiction where child has ongoing
A. One (1) original or Certified case.
True Copy (CTC) of Court order  For B - Either from the child’s family or
B. One (1) original or Certified immediate relatives and agencies or
True Copy (CTC) of Travel institutions that conducted the
documents repatriation (i.e. DSWD International
Social Services Offices (ISSO) or CBSS)
FEES
Pre-Admission Phase
1. Client submits for 1. Conducts initial None 1 hour Admitting staff on
initial interview and interview with the minutes Duty (Social Welfare
assessment client (either walk- Officer I, II or III,
in, outreached, Executive Officer of
referral from the the Day (Medical
Local Government Officer III,
Psychologist, Admin
Unit (LGU), law
Staff, Houseparent II
enforcement or III, Nurse I or II,
agency, hospital, Nutritionist-
court, and or other Dietitian I))
Social Welfare RSCC
Page 137 of 629

Agencies,
individuals and
government or
private agencies),
to determine
eligibility to receive
services in the
CRCF.
Remarks: In new
normal
situation/emerging
infectious
diseases, the
LGUs are
encouraged to
refer clients in
group considering
health and safety
protocols and use
of available
isolation facility in
the RCF.
If upon
assessment, the
client is eligible,
the Social Worker
accomplish the
Intake Sheet, and
the client/referring
party and the SW
signs the informed
consent portion for
further data
gathering
activities.
2. Attends pre- 2. Conduct of pre- None 2 hours Social Worker,
admission admission with Referring Party,
conference referring party, Parents or any
client’s family, and available family
other center staff members
to discuss the
problem of the
client in line with
his/her admission
to the facility
Page 138 of 629

Remarks: In some
cases, like walk-in
and emergency,
pre-admission
conference cannot
be done, and
therefore
admission
conference comes
immediately once
client is assessed
to be eligible for
services.
Total None 5 days, 2 hours and 30 minutes
Admission Phase
Attend admission 1. Facilitates None 1 day Helping
conference conduct of Team/Multidisciplin
admission ary Team,
conference, Referring Party
Contract Setting
with referring party
and orientation on
the general rules
and polices of the
facility
Social Worker
The Social Worker
accomplish
Admission Slip,
and requires
referring party’s
signature.
Client/resident of
legal age is
required to affix
his/her signature
as an expression
of conformity.
Parent/relative of
minor
client/resident
should sign the
admission slip
witnessed by the
referring party.
Client/Resident
signing of Data
Privacy Consent or
Page 139 of 629

Pahintulot Hinggil
sa Pagkalihim ng
Datos’ is also
facilitated in
compliance to
Data Privacy Act of
2012.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team.
Submits self to the 2. Conducts an None During the Houseparent
inventory of inventory of the Client’s 1 day
st
belongings client’s belongings in the facility

and records them.
Accepts set of 3. Provides the None During the Houseparent
clothing and other client with a set of Client’s 1 day
st
provisions to be clothing, toiletries, in the facility

provided. footwear, and the
like based on
standards as per
AO 22 s.2005 and
on the result of the
inventory of the
client’s belongings
((This is not
applicable to non-
residential
facilities)
Submits self for 4. Refers or None During the Medical Officer,
examination submits client for client’s first Nurse
physical day in the
examination and facility
pre-natal check-up
Conduct of Dental None During the Dentist
Assessment client’s first
day in the
facility
5. Endorses the None During the Social Worker,
Houseparent
Page 140 of 629

client to the client’s first
Houseparent on day in the
duty, and brief the facility
latter on the
client’s disposition
as well as the case
background to
enable the
Houseparent to
understand the
child’s behavior
and interact with
his/her properly.
Total None 1 day
Center-based Intervention Phase
1. Conducts further None During the Social Worker
interviews with the client’s 1 day
st
client to gather in the facility

additional relevant
information on the
problem presented
as a basis for
assessment and
recommendation.
2. Conducts initial None During the 2nd Psychologist,

psychological th
to 7 day of Psychometrician
assessment of the the client in
client. the facility. Outsourced service
of a psychologist
Psychological
should there be no
assessment will resident
only be Psychologist/
administered to Psychometrician in
children who are 5 the CRCFs.
years old and
above.
3. Gathers None During client’s Helping
additional 2nd to 3rd week Team/Multidisciplin
information from of in the facility ary members,
the client, Referring Party,
LGU Social Worker
significant others
and the worker’s
own observation
on the client
At this stage, the

request for
Parental/Family
Page 141 of 629

Capability
Assessment (PCA)
is also coordinated
by the Social
Worker to the
concerned LGU.
4. Drafts the Initial None Within 30 days Social Worker,
Social Case Study after Client/Resident
Report, and admission
Intervention Plan
with the
client/resident. The Within 15 days
Social Worker after
addresses with the admission for
clients/residents the
collaboratively to Intervention
identify the Plan
problem areas and
needs, then
formulate a
structured plan for
achieving both
short- and long-
term goals.
5. Present the None During the Helping

case to the client’s 4th Team/Multidisciplin
Rehabilitation week in the ary Team,
team. The result of facility; Referring Party,
LGU
the case monthly
conference shall
be the basis for the
formulation and
implementation of
the Intervention
Plan
Case conference
is also conducted
as need arises
6. Review and None During the Helping
update the client’s 4th Team/Multidisciplin
Intervention Plan week in the ary Team
based on the result facility
of the case
conference, if
necessary.
Receives the 7. Implements and None During the Helping
Page 142 of 629

provisions of the facilitates the client’s/residen Team/Multidisciplin
center and various provision of t’s stay in the ary Team
interventions services to the facility which is
provided client towards the a minimum of
improvement of six months
social functioning with exception
and rehabilitation to the
goal following:
a. Early
reintegration/
rehabilitation
prior to six
months;
b. Six
months and
beyond
depending on
the coping of
client/
resident and
other
circumstances
of the case
and the
assessment of
the Social
Worker.
8. Monitors the None Monthly Helping Team/
progress of the Multidisciplinary
client in relation to Team
the achievement of
goals. The
Rehabilitation
Team conducts
regular case
conferences as
part of monitoring
the case
9. Reassesses and None During the Social Worker,
modifies the client’s 3rd Helping Team/
intervention plan month in the Multidisciplinary
per facility Team
developments/cha
nges along helping
process and based
on the assessment
of other members
Page 143 of 629

of the Helping
Team/
Multidisciplinary
Team.
Evaluation and Termination
1. The Social None 3 months prior Helping
Worker conducts to discharge Team/Multidisciplin
individual or group ary Team,
session with Referring Party,
LGU Social Worker,
clients/residents
Client’s family if
and meets with the available
Helping
Team/Multidisciplin
ary Team to
evaluate the
progress of the
clients/residents in
relation to the
helping goals set.
2. Informs the None Upon receipt Social Worker
referring party of P/FCAR
regarding the submitted by
client’s LGU
achievement of
rehabilitation/helpi
ng goals, and
requests for
Parental Capability
Assessment
Report (PCAR).
For CICL cases,

the Social Worker
informs the court
of the achievement
of the rehabilitation
goals of the
client/resident
Attends pre- 3. Conducts pre- None 2 hours Helping Team/
discharge discharge Multidisciplinary
conference conference either Team, Accepting
through virtual Party, Client’s
meeting or in family, Key
members in the
person. The result community such as
of the pre- Barangay Officials
discharge among others
conference is
confirmed to the
Page 144 of 629

receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
signed by all
parties.
The Helping Team/

Multidisciplinary
Team prepares
After Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the
client’s transfer to
other agency,
placement to other
form of alternative
care or
reunification to the
family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the
client.
If the family is
assessed to be not
yet ready for the
reunification, the
LGU is requested
to provide the
necessary
intervention.
4. Prepares None 5 days Social Worker
Termination
Report if client is
Page 145 of 629

for reintegration,
and Transfer
Summary if the
client is for transfer
to other SWA.
Submit to medical 5. The Medical None One week Medical
examination Officer or any prior Officer/Nurse or
available medical scheduled other medical
personnel in the discharge personnel in the
facility
facility conduct
general medical
examination to the
client.
Attends discharged 6. Facilitates None 2 hours Helping Team/
conference and discharge Multidisciplinary
turnover to the either conference for the Team, Client,
to the LGU, family, turn-over of the Family, concerned
SWDAs, LGU
SWA, placement to client either to the
independent living, LGU, family, SWA,
group home living placement to
arrangement, independent living,
adoption or foster group home living
care. arrangement,
adoption or foster
care.
7. The Social None After conduct Social Worker,
Worker of Discharge Client/ Resident
administers Conference.
satisfaction survey
to the client to
determine
satisfaction of the
resident on the
programs and
services of the
CRCF. This will
also serve as basis
to enhance or
improved the
existing programs
and services of the
CRCF to its
clients/residents.
Post Center-based Intervention Phase
1. Sends request None 3 months to 6 Social Worker,
to concerned LGU months after LGU, other
for the submission discharge Stakeholders,
of detailed Client, Client’s
Page 146 of 629

progress report on family
the adjustment of
the client in his/her
family and
community,
likewise the status
of implementation
of after-care
services provided
based on the
agreed After Care
Plan. The
submission of
Progress Report is
also discussed
with the LGU
during the
Discharge
Conference.
In some facility,
the request for
LGU to submit
aftercare report is
incorporated in the
Final Report
submitted to
Honorable Courts.
2. Reviews and None Upon receipt Social Worker
evaluates the of the report
after-care service
report, and check if
the agreed
aftercare
plan/reintegration
agreement is
achieved or not.
3. Follows up with None Within first Social Worker
the LGU for the three months;
submission of the Monthly
aftercare report.
For CICL:
Quarterly
4. After receipt of None Upon Social Worker
Progress Report completion of
and or detailed at least 50% of
information the After- Care
/feedback directly Program Plan
Page 147 of 629

from the client, the
Social Worker
recommends to
the Helping Team/
Multidisciplinary
Team the closing
of the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report.
Total None 6 months for Center Based
Page 148 of 629

b. Nayon ng Kabataan
Office or Division: Nayon ng Kabataan

Type of G2C – Government to Government
Transaction: G2G – Government to Citizen
Who may avail: Referring Party:
C/MSWDO
NGO
Walk-in clients
A child who is 7 to 17 years old, male or female who was

abandoned, neglected, orphaned, victim of abuse, child in
situations of armed conflict, street children, and child in need of
special home arrangement
Pre-Admission Phase
1. Original Copy of Referral Letter duly City / Municipal Social Welfare and
signed by the Head of Office of Referring Development Office
Party
2. Original copy of Updated Social Case City/Municipal Social Welfare and

Study Report/Case Summary duly signed Development Office
by Social Worker and head of Office
3. Police Blotter Report Local Police Station with jurisdiction over

the locality / community where the child was
reached out
4. Original copy of medical certificate and Any government accredited medical facility
laboratory result of chest x-ray, urinalysis,
stool, CBC, platelet count, drug test,
pregnancy test, and Reverse transcription
polymerase chain reaction (RT-PCR)/
Anti-Gen test result
gen test result
5. School Record (Form 137 at Form 138) Former School of child
6. photocopy of Birth Certificate Philippine Statistic Authority
7. photocopy of Baptismal Certificate Any church-based offices that issue
Baptismal Certificate
8. Original copy of Psychological Any registered Psychologists, Mental
Assessment Report. Hospital, Psychiatrist that issues
psychological report.
9. Original copy of Psychological Any registered Psychologists, Mental
Assessment Report. Hospital, Psychiatrist that issues
psychological report.
Discharge Phase
Page 149 of 629

Parenting Capability Assessment Report City/Municipal Social Welfare and
(PCAR) Development Office with jurisdiction over
the residence of the child’s family
Termination Phase
After-Care Report City/Municipal Social Welfare and
Development Office with jurisdiction over
the residence of the child’s family
FEES PROCESSING
CLIENT STEPS AGENCY TO BE TIME PERSON
ACTIONS PAID RESPONSIBLE
1.Client submits Conduct initial None 30 minutes Officer of the Day/
initial interview and interview with the Executive on Duty
assessment client (either walk-
in, outreach,
referral from the
Local Government
Unit (LGU), law
enforcement
agency, hospital,
court and other
Social Welfare
Agencies,
individuals and
government or
private agencies)
to determine
services in the
RCF
if client is not
eligible, the Social
Worker refers the
client to other
agency if his/her
needs are beyond
the service
capacity of the
CRCF
(Endorsement
should be made
depending on the
level of
accreditation)
2. Attend the pre- Conduct of pre- None 2 hours Social Worker,
admission admission with referring party,
conference. referring party, parents
Page 150 of 629

client’s family and
other center staff
to discuss the
problem of the
client with his/her
admission to the
facility
Remarks: In some
cases, like walk-in
and emergency,
pre-admission
conference cannot
be done and
therefor admission
conference comes
immediately once
client is assessed
to be eligible for
services
Total None 5 days, 2 hours, 30 minutes
Admission
1. Attend admission Facilitate conduct None 1 day Rehabilitation
Conference of admission Team Members
conference,
Contract Setting
with referring party Ms. Fatima
and orientation on Ninon, HP IV
the general rules
and policies of the Dr. Rasel
facility Carbonell, MO III
The Social Worker Michael

accomplish Macaraeg,
Admission Slip, Psychologist III
and requires
referring party’s Eloisa Delos
signature. Reyes,
Client/resident of Psychologist I
legal age is
required to affix Imelda Salvador,
his/her signature PDO II-
as an expression Productivity
of conformity.
Parent/relative of Ms. Lilybeth
minor Petrollado, ND I
client/resident
should sign the Norma G.
Page 151 of 629

admission slip Marcelino, SWO
witnessed by the III, Supervising
referring party. Social Worker
Client/Resident
signing of Data Case Managers
Privacy Consent or
Pahintulot Hinggil
sa Pagkalihim ng
Datos’ is also
facilitated in
compliance to
Data Privacy Act of
2012.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team
2. Submits self to Conducts an None During the Houseparent
the inventory of inventory of the Client’s 1st day
and records them
3. Accepts set of Provides the client None During the Houseparent
clothing and other with a set of Client’s 1st day
like based on
standards as per
AO 22 s.2005 and
inventory of the
((This is not
applicable to non-
residential
facilities)
4. Submits self for 4.1 Refers or None During the Medical Officer,
physical day in the
pre-natal check-up
Page 152 of 629

in case client is
pregnant.
4.2 Endorses the None During the Social Worker,
client to the client’s first Houseparent
latter on the
as well as the case
background to
enable the
Houseparent to
understand the
child’s behavior
and interact with
his/her properly.
((This is not
applicable to non-
residential
facilities)
Total None 1 day
Conducts further None During the Social Worker
interviews with the client’s 1st day
additional relevant
information on the
problem presented
as a basis for
assessment and
recommendation.
psychological to 7th day of Psychometrician
Psychological of a psychologist
should there be no
assessment will
resident
years old and
above. Mr. Michael
Macaraeg,
Psychologist III
Ms. Eloisa Delos

Reyes,
psychologist I
Page 153 of 629

3. Gathers None During client’s Rehabilitation
additional 2nd to 3rd week Team Members
information from of in the facility
the client,
Ms. Fatima Ninon,
significant others
HP IV
and the worker’s
own observation Dr. Rasel
on the client Carbonell, MO III
Michael Macaraeg,
At this stage, the Psychologust III
request for
Parental/Family Eloisa Delos
Capability Reyes,
Assessment (PCA) Psychologist I
is also coordinated
Imelda Salvador,
by the Social PDO II-Productivity
Worker to the
concerned LGU. Ms. Lilybeth
Petrollado, ND I
Norma G.
Marcelino, SWO III,
Supervising Social
Worker
Ms. Maridol R.
Licerio, SWO
V/Center head
Case Managers
Receives the Drafts the Initial None Within 30 days Social Worker,
provisions of the Social Case Study after Client/Resident
center and various Report, and admission
interventions Intervention Plan
provided with the
Social Worker after
identify the Plan
problem areas and
needs, then
formulate a
structured plan for
achieving both
short- and long-
Page 154 of 629

term goals.
LGU
the case monthly
conference shall
be the basis for the Ms. Fatima Ninon,
formulation and HP IV
implementation of
the Intervention Dr. Rasel
Plan Carbonell, MO III
Case conference Michael Macaraeg,

is also conducted Psychologust III
as need arises
Eloisa Delos
Reyes,
Psychologist I
Imelda Salvador,
PDO II-Productivity
Ms. Lilybeth
Petrollado, ND I
Norma G.
Marcelino, SWO III,
Supervising Social
Worker
Maridol R. Licerio
SWO V/RCF head
Case Managers
of the case
Ms. Fatima Ninon,
conference, if HP IV
necessary.
Dr. Rasel
Carbonell, MO III
Michael Macaraeg,
Psychologust III
Eloisa Delos
Reyes,
Page 155 of 629

Psychologist I
Imelda Salvador,
PDO II-Productivity
Ms. Lilybeth
Petrollado, ND I
Norma G.
Marcelino, SWO III,
Supervising Social
Worker
Ms. Maridol R.
Licerio
SWO V/RCF Head
Case Managers
7. Implements and None During the Helping
facilitates the client’s/residen Team/Multidisciplin
provision of t’s stay in the ary Team
services to the facility which is
client towards the a minimum of
Ms. Fatima Ninon,
improvement of six months HP IV
and rehabilitation to the Dr. Rasel
goal following: Carbonell, MO III
c. Early Michael Macaraeg,

reintegration/ Psychologust III
rehabilitation
prior to six Eloisa Delos
months; Reyes,
Psychologist I
d. Six months Imelda Salvador,
and beyond PDO II-Productivity
depending on
the coping of Ms. Lilybeth
client/ Petrollado, ND I
resident and
other Norma G.
circumstances Marcelino, SWO III,
of the case Supervising Social
and the Worker
assessment of
Ms. Maridol R.
the Social Licerio
Worker. SWO V/RCF Head
Case Managers
Page 156 of 629

the achievement of
Ms. Fatima Ninon,
goals. The
HP IV
Rehabilitation
Team conducts Dr. Rasel
regular case Carbonell, MO III
conferences as
part of monitoring Michael Macaraeg,
the case Psychologust III
Eloisa Delos
Reyes,
Psychologist I
Imelda Salvador,
PDO II-Productivity
Ms. Lilybeth
Petrollado, ND I
Norma G.
Marcelino, SWO III,
Supervising Social
Worker
Ms. Maridol R.
Licerio
SWO V/RCF Head
Case Managers
clients/residents LGU Social Worker,
and meets with the
available
Helping
Team/Multidisciplin Ms. Fatima Ninon,
ary Team to HP IV
evaluate the
progress of the Dr. Rasel
clients/residents in Carbonell, MO III
relation to the
helping goals set. Michael Macaraeg,
Psychologust III
Eloisa Delos
Page 157 of 629

Reyes,
Psychologist I
Imelda Salvador,
PDO II-Productivity
Ms. Lilybeth
Petrollado, ND I
Norma G.
Marcelino, SWO III,
Supervising Social
Worker
Ms. Maridol R.
Licerio
SWO V/RCF Head
Case Managers
client’s LGU
achievement of
ng goals, and
requests for
Parental Capability
Assessment
Report (PCAR).
conference conference either Wala 2 oras Team, Accepting
person. The result members in the
of the pre- community such
discharge as Barangay
conference is Officials among
confirmed to the others
receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
signed by all
parties.
The Helping Team/
Page 158 of 629

Multidisciplinary
Team prepares
After Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the
other agency,
placement to other
form of alternative
care or
family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the
client.
If the family is
assessed to be not
yet ready for the
reunification, the
LGU is requested
to provide the
necessary
intervention.
Prepares None 5 days Social Worker
Termination
Report if client is
for reintegration,
and Transfer
Summary if the
to other SWA.
Page 159 of 629

facility conduct facility
general medical
examination to the
client. Dr. Rasel
Carbonel, MO III
Jaime Prado,
Nurse II
Joyce Barnoco,
Nurse I
to the LGU, family, turn-over of the Family,
SWA, placement to client either to the concerned
independent living, LGU, family, SWA, SWDAs, LGU
care. arrangement,
adoption or foster
care.
satisfaction survey
to the client to
determine
satisfaction of the
resident on the
programs and
services of the
CRCF. This will
also serve as basis
to enhance or
improved the
existing programs
and services of the
CRCF to its
clients/residents.
Post Center Based Intervention Phase
the adjustment of
Page 160 of 629

family and
community,
likewise the status
of implementation
of after-care
services provided
based on the
agreed After Care
Plan. The
submission of
Progress Report is
also discussed
with the LGU
during the
Discharge
Conference.
evaluates the after- of the report
care service report,
and check if the
agreed aftercare
plan/reintegration
agreement is
achieved or not.
aftercare report.
Social Worker
recommends to the
Helping Team/
Multidisciplinary
Team the closing of
the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report
Total None 6 months for Center Based
Page 161 of 629

c. Haven for Children
Office or Division: Haven for Children

Referral Letter LGU/ other referring party
Social Case Study Report LGU/ other referring party
Medical Clearance Private/ Government Physician
Barangay Clearance/ Certificate Local Barangay Office
Other pertinent documents per CRCF
manual
PAID
Pre-Admission Phase
1. Client submits for 1. Conducts initial None 30 minutes Social Worker on
initial interview and interview with the duty
assessment client (either walk-in,
outreached, referral
from the Local
Government Unit
(LGU), law
enforcement
agency, hospital,
court, and or other
Social Welfare
Agencies,
individuals and
government or
private agencies), to
determine eligibility
to receive services
in the CRCF.
Remarks: In new
normal
situation/emerging
infectious diseases,
the LGUs are
encouraged to refer
clients in group
considering health
and safety protocols
and use of available
Page 162 of 629

the RCF.
If upon assessment,
the client is eligible,
the Social Worker Within 5 days
accomplish the
Intake Sheet, and
party and the SW
signs the informed
consent portion for
further data
gathering activities.
If client is not
Worker refers the
client to other
agency if his/her
needs are beyond
the service capacity
of the CRCF.
(Endorsement
should be made
depending on the
Level of
Accreditation)
admission conference admission with Referring Party,
referring party, Parents or any
other center staff to members
discuss the problem
of the client in line
with his/her
admission to the
facility
Remarks: In some
cases, like walk-in
and emergency, pre-
admission
conference cannot
be done, and
therefore admission
conference comes
immediately once
client is assessed to
be eligible for
services.
Page 163 of 629

Admission Phase
admission ary Team,
Contract Setting
and orientation on
the general rules
and policies of the
facility
Social Worker
The Social Worker
accomplishes
Admission Slip,
and requires
referring party’s
signature.
Client/resident of
legal age is
required to affix
his/her signature
as an expression
of conformity.
Parent/relative of
minor
client/resident
should sign the
admission slip
witnessed by the
referring party.
Client/Resident
signing of Data
Privacy Consent or
Pahintulot Hinggil
sa Pagkalihim ng
Datos’ is also
facilitated in
compliance to
Data Privacy Act of
2012.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
Page 164 of 629

facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team.
inventory of inventory of the Client’s 1st day
and records them.
clothing and other client with a set of Client’s 1st day
like based on
standards as per
AO 22 s.2005 and
inventory of the
((This is not
applicable to non-
residential
facilities)
physical day in the
pre-natal check-up
in case client is
pregnant.
client to the client’s first day Houseparent
Houseparent on in the facility
duty, and brief the
latter on the client’s
disposition as well
as the case
background to
enable the
Houseparent to
understand the
child’s behavior and
interact with his/her
properly. ((This is
not applicable to
non-residential
facilities).)
Total None 1 day
Page 165 of 629

additional relevant
information on the
problem presented
as a basis for
assessment and
recommendation.
2. Conducts initial None During the 2nd to Psychologist,
psychological 7th day of the Psychometrician
assessment of the client in the
client. Psychological facility. Outsourced service
assessment will only of a psychologist
be administered to should there be no
children who are 5 resident
years old and above. Psychologist/
Psychometrician in
the CRCFs.
3. Gathers additional None During client’s Helping

information from the 2nd to 3rd week Team/Multidisciplin
client, significant of in the facility ary members,
others and the Referring Party,
worker’s own LGU Social Worker
observation on the
client
At this stage, the

request for
Parental/Family
Capability
Assessment (PCA)
is also coordinated
by the Social Worker
to the concerned
LGU.
Social Case Study after admission Client/Resident
Report and
Intervention Plan
with the Within 15 days
client/resident. The after admission
Social Worker for the
addresses with the Intervention
clients/residents Plan
collaboratively to
identify the problem
areas and needs,
then formulate a
structured plan for
achieving both short-
Page 166 of 629

and long-term goals.
5. Present the case None During the Helping

to the Rehabilitation client’s 4th week Team/Multidisciplin
team. The result of in the facility; ary Team,
the case conference monthly Referring Party,
shall be the basis for LGU
the formulation and
implementation of
the Intervention Plan
Case conference is
also conducted as
need arises
update the client’s 4th week Team/Multidisciplin
Intervention Plan in the facility ary Team
based on the result
of the case
conference, if
necessary.
goal following:
e. Early
reintegration/
rehabilitation
prior to six
months;
f. Six
months and
beyond
depending on
the coping of
client/
resident and
other
circumstances
of the case
and the
assessment of
the Social
Worker.
Page 167 of 629

the achievement of
goals. The
Rehabilitation
Team conducts
regular case
conferences as
part of monitoring
the case

per facility Team
developments/cha
nges along helping
process and based
on the assessment
of other members
of the Helping
Team/
Multidisciplinary
Team.
LGU Social Worker,
clients/residents
Helping
Team/Multidisciplin
ary Team to
evaluate the
progress of the
relation to the
helping goals set.
client’s LGU
achievement of
Page 168 of 629

ng goals, and
requests for
Parental Capability
Assessment
Report (PCAR).
For CICL cases,

the Social Worker
informs the court
of the achievement
goals of the
client/resident.
family, Key
meeting or in
members in the
conference is
confirmed to the
receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
signed by all
parties.
The Helping Team/

Multidisciplinary
Team prepares
After Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the
other agency,
placement to other
form of alternative
Page 169 of 629

care or
family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the
client.
If the family is
assessed to be not
yet ready for the
reunification, the
LGU is requested
to provide the
necessary
intervention.
Termination
Report if client is
for reintegration,
and Transfer
Summary if the
to other SWA.
general medical
examination to the
client.
SWA, placement to client either to the SWDAs, LGU
care. arrangement,
adoption or foster
care.
Page 170 of 629

satisfaction survey
to the client to
determine
satisfaction of the
resident on the
programs and
services of the
CRCF. This will
also serve as basis
to enhance or
improved the
existing programs
and services of the
CRCF to its
clients/residents.
Post-Center Based Intervention Phase
1. Sends request to None 3 months to 6 Social Worker,
concerned LGU for months after LGU, other
the submission of discharge Stakeholders,
detailed progress Client, Client’s
report on the family
adjustment of the
client in his/her
family and
community, likewise
the status of
implementation of
after-care services
provided based on
the agreed After
Care Plan. The
submission of
Progress Report is
also discussed with
the LGU during the
Discharge
Conference.
In some facility, the

request for LGU to
submit aftercare
report is
incorporated in the
Final Report
submitted to
Honorable Courts.
2. Reviews and None Upon receipt of Social Worker
Page 171 of 629

evaluates the after- the report
care service report
and check if the
agreed aftercare
plan/reintegration
agreement is
achieved or not.
3. Follows up with None Within first three Social Worker
the LGU for the months;
aftercare report.
For CICL:
Quarterly
Progress Report and completion of at
or detailed least 50% of the
information After- Care
Social Worker
recommends to the
Helping Team/
Multidisciplinary
Team the closing of
the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report.
Total None 6 months for Center based
Page 172 of 629

d. Marillac Hills – National Training School for Girls
Office or Division: Marillac Hills- National Training and School for Girls
Transaction: G2C – Government to Citizen
Who may avail: Child in Conflict with the Law (CICL)
Victims of Online Sexual Abused and Exploitation
Victims of Trafficking in Person
Victims of Sexual Abuse
Other pertinent documents as per
agreement during the pre-admission
conference
PAID
Pre-Admission Phase
in, outreached,
referral from the
Local Government
Unit (LGU), law
enforcement
agency, hospital,
court, and or other
Social Welfare
Agencies,
individuals and
government or
private agencies),
to determine
services in the
CRCF.
Remarks: In new
normal
situation/emerging
infectious
Page 173 of 629

diseases, the
LGUs are
encouraged to
refer clients in
group considering
health and safety
protocols and use
of available
the RCF.
If upon
assessment, the Within 5 days
client is eligible,
the Social Worker
accomplish the
Intake Sheet, and
party and the SW
signs the informed
consent portion for
further data
gathering
activities.
If client is not
Worker refers the
client to other
agency if his/her
needs are beyond
the service
capacity of the
CRCF.
(Endorsement
should be made
depending on the
Level of
Accreditation)

members
other center staff
to discuss the
problem of the
Page 174 of 629

client in line with
his/her admission
to the facility
Remarks: In some
cases, like walk-in
and emergency,
pre-admission
conference cannot
be done, and
therefore
admission
conference comes
immediately once
client is assessed
to be eligible for
services.
Admission Phase
admission ary Team,
Contract Setting
and orientation on
the general rules
and polices of the
facility
The Social Worker Social Worker

accomplish
Admission Slip,
and requires
referring party’s
signature.
Client/resident of
legal age is
required to affix
his/her signature
as an expression
of conformity.
Parent/relative of
minor
client/resident
should sign the
admission slip
witnessed by the
Page 175 of 629

referring party.
Client/Resident
signing of Data
Privacy Consent or
Pahintulot Hinggil
sa Pagkalihim ng
Datos’ is also
facilitated in
compliance to
Data Privacy Act of
2012.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team.
and records them.
like based on
standards as per
AO 22 s.2005 and
inventory of the
((This is not
applicable to non-
residential
facilities)
physical day in the
pre-natal check-up
in case client is
pregnant.
Page 176 of 629

latter on the
as well as the case
background to
enable the
Houseparent to
understand the
child’s behavior
and interact with
his/her properly.
((This is not
applicable to non-
residential
facilities).)
Total None 1 day
additional relevant
information on the
problem presented
as a basis for
assessment and
recommendation.

psychological th
of a psychologist
Psychological
should there be no
years old and
above.
LGU Social Worker
significant others
and the worker’s
Page 177 of 629

own observation
on the client
At this stage, the

request for
Parental/Family
Capability
Assessment (PCA)
is also coordinated
by the Social
Worker to the
concerned LGU.
Intervention Plan
with the
Social Worker after
identify the Plan
problem areas and
needs, then
formulate a
structured plan for
achieving both
short- and long-
term goals.
the case monthly LGU
conference shall
formulation and
implementation of
the Intervention
Plan
Case conference
is also conducted
as need arises
Page 178 of 629

of the case
conference, if
necessary.
goal following:
a. Early
reintegration/
rehabilitatio
n prior to
six months;
b. Six months
and beyond
depending on
the coping of
client/ resident
and other
circumstances
of the case and
the assessment
of the Social
Worker.
the achievement of
goals. The
Rehabilitation
Team conducts
regular case
conferences as
part of monitoring
the case
per facility Team
developments/cha
nges along helping
process and based
on the assessment
Page 179 of 629

of other members
of the Helping
Team/
Multidisciplinary
Team.
clients/residents LGU Social Worker,
Helping
Team/Multidisciplin
ary Team to
evaluate the
progress of the
relation to the
helping goals set.
client’s LGU
achievement of
ng goals, and
requests for
Parental Capability
Assessment
Report (PCAR).
For CICL cases,

the Social Worker
informs the court
of the achievement
goals of the
client/resident.
family, Key
meeting or in
members in the
conference is
Page 180 of 629

confirmed to the
receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
signed by all
parties.
The Helping Team/

Multidisciplinary
Team prepares
After Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the
other agency,
placement to other
form of alternative
care or
family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the
client.
If the family is
assessed to be not
yet ready for the
reunification, the
LGU is requested
to provide the
necessary
intervention.
Termination
Page 181 of 629

Report if client is
for reintegration,
and Transfer
Summary if the
to other SWA.
facility
facility conduct
general medical
examination to the
client.
SWA, placement to client either to the SWDAs, LGU
care. arrangement,
adoption or foster
care.
satisfaction survey
to the client to
determine
satisfaction of the
resident on the
programs and
services of the
CRCF. This will
also serve as basis
to enhance or
improved the
existing programs
and services of the
CRCF to its
clients/residents.
Post Center-based Intervention Phase
Page 182 of 629

the adjustment of
family and
community,
likewise the status
of implementation
of after-care
services provided
based on the
agreed After Care
Plan. The
submission of
Progress Report is
also discussed
with the LGU
during the
Discharge
Conference.
In some facility,
the request for
LGU to submit
aftercare report is
incorporated in the
Final Report
submitted to
Honorable Courts.
after-care service
the agreed
aftercare
plan/reintegration
agreement is
achieved or not.
aftercare report.
For CICL:
Quarterly
Page 183 of 629

Social Worker
recommends to
the Helping Team/
Multidisciplinary
Team the closing
of the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report.
Total None 6 months for Center-Based
Page 184 of 629

e. Elsie Gaches Village
Office or Division: DSWD-NCR ELSIE GACHES VILLAGE

manual
PAID
Pre-Admission Phase
in, outreached,
referral from the
Local Government
Unit (LGU), law
enforcement
agency, hospital,
court, and or other
Social Welfare
Agencies,
individuals and
government or
private agencies),
to determine
services in the
CRCF.
Remarks: In new
normal
situation/emerging
infectious
diseases, the
LGUs are
encouraged to
refer clients in
Page 185 of 629

group considering
health and safety
protocols and use
of available
the RCF.
If upon Within 5 days

assessment, the
client is eligible,
the Social Worker
accomplish the
Intake Sheet, and
party and the SW
signs the informed
consent portion for
further data
gathering
activities.
If client is not
Worker refers the
client to other
agency if his/her
needs are beyond
the service
capacity of the
CRCF.
(Endorsement
should be made
depending on the
Level of
Accreditation)
other center staff members
to discuss the
problem of the
client in line with
his/her admission
to the facility
Remarks: In some
cases, like walk-in
Page 186 of 629

and emergency,
pre-admission
conference cannot
be done, and
therefore
admission
conference comes
immediately once
client is assessed
to be eligible for
services.
Admission Phase
admission ary Team,
Contract Setting
and orientation on
the general rules
and polices of the
facility
Social Worker
The Social Worker
accomplish
Admission Slip,
and requires
referring party’s
signature.
Client/resident of
legal age is
required to affix
his/her signature
as an expression
of conformity.
Parent/relative of
minor
client/resident
should sign the
admission slip
witnessed by the
referring party.
Client/Resident
signing of Data
Privacy Consent or
Pahintulot Hinggil
sa Pagkalihim ng
Page 187 of 629

Datos’ is also
facilitated in
compliance to
Data Privacy Act of
2012.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team.
and records them.
like based on
standards as per
AO 22 s.2005 and
inventory of the
((This is not
applicable to non-
residential
facilities)
physical day in the
pre-natal check-up
in case client is
pregnant.

latter on the
Page 188 of 629
as well as the case
background to
enable the
Houseparent to
understand the
child’s behavior
and interact with
his/her properly.
((This is not
applicable to non-
residential
facilities).)
Total None 1 day
additional relevant
information on the
problem presented
as a basis for
assessment and
recommendation.
psychological to 7th day of Psychometrician
of a psychologist
Psychological
should there be no
years old and
above.
significant others LGU Social Worker
and the worker’s
own observation
on the client
At this stage, the

request for
Parental/Family
Capability
Page 189 of 629

Assessment (PCA)
is also coordinated
by the Social
Worker to the
concerned LGU.
Intervention Plan
with the
Social Worker after
identify the Plan
problem areas and
needs, then
formulate a
structured plan for
achieving both
short- and long-
term goals.
LGU
the case monthly
conference shall
formulation and
implementation of
the Intervention
Plan
Case conference
is also conducted
as need arises
of the case
conference, if
necessary.
Page 190 of 629

goal following:
a. Early
reintegration/
rehabilitation
prior to six
months;
b. Six months
and beyond
depending on
the coping of
client/ resident
and other
circumstances
of the case and
the assessment
of the Social
Worker.
the achievement of
goals. The
Rehabilitation
Team conducts
regular case
conferences as
part of monitoring
the case
per facility Team
developments/cha
nges along helping
process and based
on the assessment
of other members
of the Helping
Team/
Multidisciplinary
Team.
Page 191 of 629

LGU Social Worker,
clients/residents
Helping
Team/Multidisciplin
ary Team to
evaluate the
progress of the
relation to the
helping goals set.
client’s LGU
achievement of
ng goals, and
requests for
Parental Capability
Assessment
Report (PCAR).
For CICL cases,

the Social Worker
informs the court
of the achievement
goals of the
client/resident.
family, Key
meeting or in
members in the
conference is
confirmed to the
receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
Page 192 of 629

signed by all
parties.
The Helping Team/

Multidisciplinary
Team prepares
After Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the
other agency,
placement to other
form of alternative
care or
family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the
client.
If the family is
assessed to be not
yet ready for the
reunification, the
LGU is requested
to provide the
necessary
intervention.
Termination
Report if client is
for reintegration,
and Transfer
Summary if the
to other SWA.
Page 193 of 629

Submit to medical 5. The Medical None One-week Medical
facility
facility conduct
general medical
examination to the
client.
SWDAs, LGU
SWA, placement to client either to the
care. arrangement,
adoption or foster
care.
satisfaction survey
to the client to
determine
satisfaction of the
resident on the
programs and
services of the
CRCF. This will
also serve as basis
to enhance or
improved the
existing programs
and services of the
CRCF to its
clients/residents.
Post center Based Intervention Phase
family
progress report on
the adjustment of
family and
community,
Page 194 of 629

likewise the status
of implementation
of after-care
services provided
based on the
agreed After Care
Plan. The
submission of
Progress Report is
also discussed
with the LGU
during the
Discharge
Conference.
In some facility,
the request for
LGU to submit
aftercare report is
incorporated in the
Final Report
submitted to
Honorable Courts.
after-care service
the agreed
aftercare
plan/reintegration
agreement is
achieved or not.
aftercare report.
For CICL:
Quarterly
Social Worker
recommends to
the Helping Team/
Multidisciplinary
Page 195 of 629

Team the closing
of the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report.
Page 196 of 629

f. Sanctuary Center
Office or Division: Sanctuary Center

Type of G2G – Government to Government, G2C – Government to Citizen
Transaction:
Who may avail: LGUs, NCMH, other CRCF, families of clients
Other pertinent documents per CRCF manual
FEES
in, outreached,
referral from the
Local Government
Unit (LGU), law
enforcement
agency, hospital,
court, and or other
Social Welfare
Agencies,
individuals and
government or
private agencies),
to determine
services in the
CRCF.
Remarks: In new
normal
situation/emerging
infectious
diseases, the
LGUs are
encouraged to
refer clients in
group considering
health and safety
Page 197 of 629

protocols and use
of available
the RCF.
If upon
assessment, the Within 5 days
client is eligible,
the Social Worker
accomplish the
Intake Sheet, and
party and the SW
signs the informed
consent portion for
further data
gathering
activities.
If client is not
Worker refers the
client to other
agency if his/her
needs are beyond
the service
capacity of the
CRCF.
(Endorsement
should be made
depending on the
Level of
Accreditation)
members
other center staff
to discuss the
problem of the
client in line with
his/her admission
to the facility
Remarks: In some
cases, like walk-in
and emergency,
Page 198 of 629

pre-admission
conference cannot
be done, and
therefore
admission
conference comes
immediately once
client is assessed
to be eligible for
services.
Admission Phase
3. Attend admission 3.1. Facilitates None 1 day Helping Team/
conference conduct of Multidisciplinary
admission Team, Referring
conference, Party
Contract Setting
and orientation on
the general rules
and polices of the
facility
The Social Worker

accomplish
Admission Slip,
assist the
client/resident in
accomplishing the
Informed Consent
Form and requires
referring party’s
signature.
Client/resident of
legal age is
required to affix
his/her signature
as an expression
of conformity.
Parent/relative of
minor
client/resident
should sign the
admission slip
witnessed by the
referring party.
Client/Resident
Page 199 of 629

signing of Data
Privacy Consent or
Pahintulot Hinggil
sa Pagkalihim ng
Datos’ is also
facilitated in
compliance to
Data Privacy Act of
2012.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team.
4. Submits self to 4. Conducts an None During the Houseparent
the inventory of inventory of the Client’s 1st day
and records them.
5. Accepts set of 5. Provides the None During the Houseparent
like based on
standards as per
AO 22 s.2005 and
inventory of the
((This is not
applicable to non-
residential
facilities)
6. Submits self for 64.1. Refers or None During the Medical Officer
examination submits client for client’s first
physical day in the
pre-natal check-up
in case client is
pregnant.
6.2. Endorses the None During the Social Worker,
Houseparent
Page 200 of 629

client to the client’s first
latter on the
as well as the case
background to
enable the
Houseparent to
understand the
child’s behavior
and interact with
his/her properly.
((This is not
applicable to non-
residential
facilities).)
Total None 1 day
7.1. Conducts None During the Social Worker
further interviews client’s 1 day in
st
with the client to the facility

gather additional
relevant information
on the problem
presented as a basis
for assessment and
recommendation.
7.2. Conducts initial None During the 2 to nd

Psychologist,
psychological 7 day of the
th
Psychometrician
assessment of the client in the
client. Psychological facility. Outsourced service
assessment will only of a psychologist
be administered to should there be no
children who are 5 resident
years old and above. Psychologist/
Psychometrician in
the CRCFs.
7.3. Gathers None During client’s Helping

additional 2 to 3 week of
nd rd
Team/Multidisciplin
information from the in the facility ary members
client, significant
others and the
worker’s own
observation on the
client
At this stage, the
Page 201 of 629

request for
Parental/Family
Capability
Assessment (PCA)
is also coordinated
by the Social Worker
to the concerned
LGU.
7.4. Drafts the Initial None Within 30 days Social Worker,
Social Case Study after admission Client/Resident
Report, and
Intervention Plan
with the Within 15 days
client/resident. The after admission
Social Worker for the
addresses with the Intervention
clients/residents Plan
collaboratively to
identify the problem
areas and needs,
then formulate a
structured plan for
achieving both short-
and long-term goals.
7.5. Present the None During the Helping

case to the client’s 4 week
th
Team/Multidisciplin
Rehabilitation team. in the facility; ary, Referring
The result of the monthly Party, LGU
case conference
shall be the basis for
the formulation and
implementation of
the Intervention Plan
Case conference is
also conducted as
need arises
7.6. Review and None During the Helping
update the client’s 4 week
th
Team/Multidisciplin
Intervention Plan in the facility ary Team
based on the result
of the case
conference, if
necessary.
8 Receives the 8.1. Implements and None During the Helping
provisions of the facilitates the client’s/resident’ Team/Multidisciplin
center and various provision of services s stay in the ary Team
interventions provided to the client towards facility which is
the improvement of a minimum of
social functioning six months with
and rehabilitation exception to the
Page 202 of 629

goal following:
a. Early
reintegration/
rehabilitation
prior to six
months;
b. Six
months and
beyond
depending on
the coping of
client/ resident
and other
circumstances
of the case and
the assessment
of the Social
Worker.
8.2. Monitors the None Monthly Helping Team/
progress of the client Multidisciplinary
in relation to the Team
achievement of
goals. The
Rehabilitation Team
conducts regular
case conferences as
part of monitoring
the case
8.3. Reassesses None During the Social Worker,
and modifies the client’s 3 month
rd
Helping Team/
intervention plan per in the facility Multidisciplinary
developments/chang Team
es along helping
process and based
on the assessment
of other members of
the Helping Team/
Multidisciplinary
Team.
9 9.1. The Social None 3 months prior Helping Team/
Worker conducts to discharge Multidisciplinary
individual or group Team, Referring
session with Party, LGU Social
clients/residents and Worker, Client’s
meets with the family if available
Helping
Team/Multidisciplina
ry Team to evaluate
the progress of the
relation to the
Page 203 of 629

helping goals set.
9.2. Informs the None Upon receipt of Social Worker
referring party P/FCAR
regarding the client’s submitted by
achievement of LGU
rehabilitation/helping
goals, and requests
for Parental
Capability
Assessment Report
(PCAR).
For CICL cases, the

Social Worker
informs the court of
the achievement of
the rehabilitation
goals of the
client/resident.
10. Attends pre- 10.1. Conducts pre- None 2 hours Helping Team/
discharge conference discharge Multidisciplinary
conference either Team, Accepting
person. The result of members in the
the pre-discharge community such as
conference is Barangay Officials
confirmed to the among others
receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
signed by all parties.
The Helping Team/

Multidisciplinary
Team prepares After
Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the client’s
transfer to other
agency, placement
to other form of
alternative care or
Page 204 of 629

family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the client.
If the family is
assessed to be not
yet ready for the
reunification, the
LGU is requested to
provide the
necessary
intervention.
10.2. Prepares None 5 days Social Worker

Termination Report
if client is for
reintegration and
Transfer Summary if
the client is for
transfer to other
SWA.
11. Submit to medical 11. The Medical None One week prior Medical
examination Officer or any scheduled Officer/Nurse or
available medical discharge other medical
personnel in the personnel in the
general medical
examination to the
client.
12. Attends 12.1. Facilitates None 2 hours Helping Team/
discharged discharge Multidisciplinary
conference and conference for the Team, Client,
turnover to the either turn-over of the Family, concerned
to the LGU, family, client either to the SWDAs, LGU
SWA, placement to LGU, family, SWA,
independent living, placement to
group home living independent living,
arrangement, adoption group home living
or foster care. arrangement,
adoption or foster
care.
12.2. The Social None After conduct of Social Worker,
Worker administers Discharge Client/ Resident
satisfaction survey Conference.
to the client to
determine
Page 205 of 629

satisfaction of the
resident on the
programs and
services of the
CRCF. This will also
serve as basis to
enhance or
improved the
existing programs
and services of the
CRCF to its
clients/residents.
Post Center based Intervention Phase
13 13.1. Sends request None 3 months to 6 Social Worker
to concerned LGU months after
for the submission of discharge
detailed progress
report on the
adjustment of the
client in his/her
family and
community, likewise
the status of
implementation of
after-care services
provided based on
the agreed After
Care Plan. The
submission of
Progress Report is
also discussed with
the LGU during the
Discharge
Conference.

request for LGU to
submit aftercare
report is
incorporated in the
Final Report
submitted to
Honorable Courts.
13.2. Reviews and None Upon receipt of Social Worker
and check if the
agreed aftercare
plan/reintegration
agreement is
achieved or not.
13.3. Follows up None Within first three Social Worker
Page 206 of 629

with the LGU for the months;
aftercare report.
For CICL:
Quarterly
13.4. After receipt of None Upon Social Worker
Progress Report and completion of at
or detailed least 50% of the
information After- Care
Social Worker
recommends to the
Helping Team/
Multidisciplinary
Team the closing of
the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report.
13.5. Sends request None 3 months to 6 Social Worker,
for the submission of discharge Stakeholders,
detailed progress Client, Client’s
report on the family
adjustment of the
client in his/her
family and
community, likewise
the status of
implementation of
after-care services
provided based on
the agreed After
Care Plan. The
submission of
Progress Report is
also discussed with
the LGU during the
Discharge
Conference.

request for LGU to
submit aftercare
report is
incorporated in the
Final Report
submitted to
Page 207 of 629

Honorable Courts.
13.6. Reviews and None Upon receipt of Social Worker
and check if the
agreed aftercare
plan/reintegration
agreement is
achieved or not.
Total None 6 months
Page 208 of 629

g. Golden Reception and Action Center for Elderly and
other Special Cases
Office or Division: Golden Reception and Action Center for the Elderly and Other
Special Cases (GRACES)
manual
FEES
Pre-Admission Phase
in, referral from the
Local Government
Unit (LGU), law
enforcement
agency, hospital,
court, and or other
Social Welfare
Agencies,
individuals and
government or
private agencies),
to determine
services in the
Center.
Remarks: In new
normal
situation/emerging
infectious
diseases, the
LGUs are
encouraged to
Page 209 of 629

refer clients in
group considering
health and safety
protocols and use
of available
the RCF.
If upon Within 5 days

assessment, the
client is eligible,
the Social Worker
accomplish the
Intake Sheet, and
party and the SW
signs the informed
consent portion for
further data
gathering
activities.
If client is not
Worker refers the
client to other
agency if his/her
needs are beyond
the service
capacity of the
CRCF.
(Endorsement
should be made
depending on the
Level of
Accreditation)

members
other center staff
to discuss the
problem of the
client in line with
his/her admission
to the facility.
Page 210 of 629

Remarks: In some
cases, like walk-in
and emergency,
pre-admission
conference cannot
be done, and
therefore
admission
conference comes
immediately once
client is assessed
to be eligible for
services.
Admission Phase
admission ary Team,
Contract Setting
and orientation on Social Worker
the general rules
and polices of the
Center.
The Social Worker

accomplish
Admission Slip,
and requires
referring party’s
signature.
Orients
client/resident
about the facility
and on the existing
house rules and
policies of the
facility, and
introduces his/her
to the Helping
Team/Multi-
disciplinary Team.
Page 211 of 629

and records them
by accomplishing
the Inventory/List
of Belongings
Form duly noted
by the admitting
officer and
witness.
clothing and other client with a set of Client’s 1 day
st

like based on
standards as per
AO 22 s.2005 and
inventory of the
client’s belongings.
physical day in the
examination for facility
further medical
assessment.
latter on the
as well as the case
background to
enable the
Houseparent to
understand the
resident’s behavior
and interact with
his/her properly.
Total None 1 day
additional relevant
information on the
problem presented
as a basis for
assessment and
Page 212 of 629

recommendation.
psychological th
of a psychologist
should there be no
resident
Psychologist/
Psychometrician in
the CRCFs.
LGU Social Worker
significant others
and the worker’s
own observation
on the client
At this stage, the

request for Family
Capability
Assessment (FCA)
is also coordinated
by the Social
Worker to the
concerned LGU.
Intervention Plan
with the
Social Worker after
identify the Plan
problem areas and
needs, then
formulate a
structured plan for
achieving both
short- and long-
term goals.
ary Team,
Page 213 of 629

Rehabilitation week in the Referring Party,
team. The result of facility; LGU
the case monthly
conference shall
formulation and
implementation of
the Intervention
Plan.
Case conference
is also conducted
as need arises
of the case
conference, if
necessary.
goal following:
a. Early
reintegration/
rehabilitatio
n prior to
six months;
b. Six months
and beyond
depending on
the coping of
client/ resident
and other
circumstances
of the case and
the assessment
of the Social
Worker.
Page 214 of 629

the achievement of
goals. The
Rehabilitation
Team conducts
regular case
conferences as
part of monitoring
the case
per facility Team
developments/cha
nges along helping
process and based
on the assessment
of other members
of the Helping
Team/
Multidisciplinary
Team.
LGU Social Worker,
clients/residents
Helping
Team/Multidisciplin
ary Team to
evaluate the
progress of the
relation to the
helping goals set.
referring party of FCA
client’s LGU
achievement of
ng goals, and
requests for Family
Capability
Assessment
(FCA).
Page 215 of 629

family, Key
meeting or in
members in the
conference is
confirmed to the
receiving
LGU/Agency/other
facilities with
reintegration
agreement duly
signed by all
parties.
The Helping Team/

Multidisciplinary
Team prepares
After Care Plan
The results of case

review and
assessment of the
Helping Team/
Multidisciplinary
Team and referring
party shall be the
basis for the
other agency,
placement to other
form of alternative
care or
family and
community.
Likewise, the
receiving agency is
hereby informed of
the necessary
preparation for the
transfer of the
client.
If the family is
Page 216 of 629

assessed to be not
yet ready for the
reunification, the
LGU is requested
to provide the
necessary
intervention.
Termination
Report if client is
for reintegration,
and Transfer
Summary if the
to other SWA.
facility
facility conduct
general medical
examination to the
client and or refer
to tertiary hospital
for further medical
assessment.
SWA. client either to the SWDAs, LGU
LGU, family and
SWA.
satisfaction survey
to the client to
determine
satisfaction of the
resident on the
programs and
services of the
CRCF. This will
also serve as basis
to enhance or
improved the
existing programs
Page 217 of 629
and services of the
CRCF to its
clients/residents.
Post Center-Based Intervention Phase
the adjustment of
family and
community,
likewise the status
of implementation
of after-care
services provided
based on the
agreed After Care
Plan. The
submission of
Progress Report is
also discussed
with the LGU
during the
Discharge
Conference.
after-care service
the agreed
aftercare
plan/reintegration
agreement is
achieved or not.
aftercare report.
For CICL:
Quarterly
Page 218 of 629

Social Worker
recommends to
the Helping Team/
Multidisciplinary
Team the closing
of the case or for
referral to other
agencies for other
support services,
and thus prepares
the Closing
Summary Report.
Page 219 of 629

h. Rehabilitation Sheltered Workshop
Rehabilitation Sheltered Workshop is a non-residential business-work oriented

facility of DSWD that provides temporary livelihood opportunities and work training to
person with disabilities for them to become gainfully engaged in productive work and
become contributing members of the society.
The target clientele are:
1.) Orthopedic, muscular – skeletal or moving impairments includes polio, cerebral

palsy, missing limbs, spinal injury, Potts disease, muscular dystrophy, club foot, cleft
lip and palate, hunchback, harelip.
2.) Chronic illnesses with impairments – includes stroke, endocrine and metabolic
disorder, etc
3.) Intellectual and mental impairment – upper trainable / educable intellectually
disabled, down syndrome, improved mental patient
4.) Learning impairment – dyslexia, ADHD, slow learners
5.) Psychosocial and behavioral impairments such as recovered drug dependents,
negative hansenites, released prisoners, arrested PTB, autistic spectrum disorder.
6.) Vision & seeing disorder including cataract, diabetic retinopathy, glaucoma,
ambiyopia, low vision, reflective errors
7.) Communication impairment such as hearing impaired
8.) Special groups which include dependents and family members of PWDs
The Social Auxiliary Service (SAS) is one of the Services of Rehabilitation Sheltered
Workshop (RSW) spearheaded by Registered Social Workers focus on access
needs of clients to integrated social services with the family and their community to
achieve maximum work adjustment and satisfying work performance. Prior in
providing service, Admission process must be undergone to review medical and
psychological condition of applicants in relation to their disability and to properly
document their identity and eligibility. Applicant requires meeting the professional
member of rehabilitation team to assist in determining appropriate productivity
activity of client while in the center.
Office or Division: Rehabilitation Sheltered Workshop (RSW)

Classification: Highly Technical – 20days and above (including ten (10) days
OJT.
Type of
Government to Citizens (G2C)
Transaction:
Who may avail: Persons With Disability or their Dependent
Medical & Psychological Results :One (1)
Any government or private hospitals/clinics
Original Copy
Page 220 of 629

Person With Disability Identification: One From the Person With Disability Office in the
(1) Photocopy LGU where the applicant resides.
Barangay Indigent Certificate One (1) From the Barangay LGU where the
Original Copy applicant resides
Case Summary Report One (1) original
From the C/MSWDO or referring party
copy
PAID
1. Schedule of 1. Calendar None 5 minutes Clerk (AAI)
appointment for schedule of Admin Service
interview/ orientation applicant’s RSW
interview
/orientation
(Usually Monday)
2. Endorse BIO 2.1 Interview and None 20 minutes Social Welfare
DATA or referral orientation proper Officer II
letter. SAS-RSW
2.2 Initial None 10 minutes Social Welfare
Assessment and Officer II
intake interview SAS-RSW
2.3 Scheduling of None 5 minutes Social Welfare
Rehabilitation Officer II
Team Meeting SAS-RSW
(RTM) Usually
Monday or
Tuesday
3. Pre Admission: 3. Case None 2 hours Rehabilitation
Rehabilitation Team conference with Team
Meeting (RTM) applicant, referring All Services
agency and RSW RSW
4. On the Job 4.1. Assessment None 10 days Rehabilitation
Training (OJT) period and Team
workshop activity. All Services
RSW
5. Admission 5.1 Evaluation None 30 minutes Supervising Social
Conference- assessment Worker
Rehabilitation Team reporting for SAS
Meeting (RTM) admission or RSW
referral to other
services outside
the center (RSW)
5.2 Formulation of None 1 hour Arnel L. Bautista
Intervention Plan Center Head
5.2.1 If admitted, RSW
endorse to
production team All services – RSW
5.2.2 If not
Page 221 of 629

admitted, referral
to concerned
agencies/
institutions (as
needed)
6. Admission 6. Approval of None 5 minutes Arnel L. Bautista
Intervention Plan Center Head
RSW
Note: Center Head
has discretionary All services – RSW
authority the
approved and
disapproved the
recommendation
based on
intervention plan
pertaining to the
availability of fund
and other
administrative
concern.
Page 222 of 629

i. INA Healing Center
INA Healing Center is a non-residential care facility that operates 8 hours a day,
8:00AM – 5:00PM Mondays to Fridays. It was established to provide psychosocial
support to bereaved mothers and other family members through programs and
projects aimed at helping them to move on from a place of grief to a place of hope
and empowering them to reach out to others. The center is meant to provide a place
for grieving mothers to ventilate feelings of depression over the loss of a loved one
through center-based interventions, thereby facilitating the healing process and
recovery towards normalcy or self-functioning.
The Center’s clients are in crisis over a loss of a daughter or son, a husband or a
wife, a mother or a father and are faced with deep depression or in a crisis situation.
Office or Division: INA HEALING CENTER

Type of Government to Government
Transaction: Government to Citizens
Who may avail: NGAs/LGUs/NGOs
1. Original copy of referral letter duly LGU
signed by the Head of Office of
referring party (1copy)
2. Original copy of updated social LGU
case study report duly signed by
the Social Worker and Head of
Office (1copy).
3. Medical Certificate ( Original copy ) Any government/private hospital
4. Original copy of Psychological LGU Psychologist or any accredited
assessment(1copy) psychiatry facility
FEES
1. Coordinate with 1. Receive referral None 5 minutes Admin Aide IV
the center and through mailing, INA Healing Center
submit the required coordination and
referral documents actual submission.
1.1 Endorsement None 2minutes Admin Aide IV
to OIC-Center INA Healing Center
Head for review
and instructions
1.2 Review of None 5 minutes Myrna Comota
documents, OIC, INA Healing
provide direction Center
and endorse to
Page 223 of 629

identified SW to
handle the case
1.3 Prepare None 5 minutes Assigned SW
invitation letter to INA Healing Center
referring party for a
pre-ad conference.
1.4 Conduct of 30 minutes Rehabilitation
pre-admission to Team and
define the tasks of Referring Party
both the referring INA Healing Center
and IHC in the
management of
referred case/s
1.5 Prepare and None 15minutes SWO II
submit INA Healing Center
confirmation of
agreements
1.6 Review and None 10 minutes Myrna Comota
provide inputs on OIC, INA Healing
the draft Center
confirmation letter
1.7 Return draft None 10 minutes SWO II
confirmation to INA Healing Center
assigned SWO II
for revision and
inclusion of inputs
1.8 Endorsed to None 5 minutes SWO II
OIC-Center Head INA Healing Center
for approval
2. Receive 2. Mailing of None 5minutes Admin Aide IV
confirmation of approved INA Healing Center
agreements confirmation of
agreements.
Ensure compliance
if there is lacking
documents
Total None 1 hour, 34 minutes
A. Admission of Clients
3. Confirm schedule 3.1 If for None 5 minutes SWO II
of admission admission, INA Healing Center
process referring party &
IHC schedule for
Grief Recovery
Program (GRP)
Session.
3.2 Intake interview, None 2 hrs SWO II
conduct of Grief INA Healing Cent
Page 224 of 629

Assessment Scale,
Social Functioning
Indicator
Referral for
Psychological Psychometrician
Assessment
Total None 2 hrs 5 minutes
C. Pre-Termination
1.1 Coordinate None 10minutes SWO II
with the concerned INA Healing Center
LGU for pre-
termination of case
1.2 Prepare None 15 minutes SWO II
invitation letter to INA Healing Center
concerned LGU
1.3. Send invitation None 8 minutes SWO II
letter to concerned INA Healing Center
LGU through
mail/email for Pre-
Termination case
conference
1.4. Conduct of None 30 minutes SWO II
Pre-termination INA Healing Center
case conference
1.5. Preparation of None 15 minutes SWO II
pre-discharge INA Healing Center
confirmation of
agreements
1.6. Submit to None 10 minute SWO II
OIC-Center Head INA Healing Center
for review/inputs
on agreements
1.7. Forward to None 10 minutes SWO II
SWO II for revision INA Healing Center
and inclusion of
inputs
1.8. Endorsement None 2minutes SWO II
to OIC-Center INA Healing Center
Head for approval
and signature of
the confirmation of
agreements
1. 9. Confirmation None 10 minutes SWO II
of schedule of INA Healing Center
turn-over of
transfer summary
of clients to
Page 225 of 629

concerned LGU.
Total None 1 hour & 50 minutes
C. Post Phase
1. Request for After 1.1 Prepare None 15 minutes SWO II
Care Service request for After INA Healing Center
Care Service
Note: Received 1.2 Send to None 2minutes SWO II
Copy of Request for concerned LGU INA Healing Center
After Care Services
from LGU with their Note: Provision of
plan for the appropriate
transferred case programs and
from IHC services
Page 226 of 629

21. Provision of Assistance to Clients of the Vocational
Rehabilitation Center
Procedure on the management of clients’ cases and provision of assistance to

clients of Vocational Rehabilitation Centers managed by DSWD Field Offices i.e.,
National/ Area Vocational Rehabilitation Centers and Center for the Handicapped.
Office or Division: Center Development Division

Transaction:
Who may avail: LGUs , CRCF
manual
FEES
Pre-Admission Phase
1. Client submits for 1. Conducts initial None 2 hours Social Worker
initial interview and interviews with the
assessment clients, parents, or
guardians and
provides brief
orientation on the
programs and
services of the
center.
Clients admitted in
the Vocational
Rehabilitation
Centers are either
walk-in,
outreached or
referral from the
Local Government
Unit (LGU),
National
Government
Agencies, Non-
Page 227 of 629

Government
Organizations and
other entities.
Remarks: In the
new normal, online
registration virtual
platforms/
teleconference or
other forms of
modalities are
done in conducting
an interview with
client, family or
referring agency in
compliance with
safety and health
protocols.
2 Receives a list of 2. Accomplishes None One day
documentary the intake sheet Social Worker
requirements or and submits it to
referral to other the Supervising
agencies Social Worker for
case assignment.
Provides the list of

documentary
requirements for
compliance of the
client’s family, if
the client is found
eligible to avail of
the service
Refers the client to

LGU, families, and
other agencies
who can respond
to his/her needs, if
the client is found
not eligible to avail
of the service.
3 Submit self for 3. Refers the client None 30 minutes
physical medical to the Medical Social Worker,
examination Officer for physical Medical Officer,
examination. Should Client
the Medical Officer
request laboratory
Page 228 of 629

tests, the client shall
be given one day to
comply with the
required tests.
4 Submit self for 4.1 Refers the client None 2 hours
psychological to the Vocational Social Worker
assessment Guidance and Psychologist/
Psychological Psychometrician
Services for the
initial assessment to
determine his/ her
psychological
functioning, if client
is assessed to be
physically fit
4.2 Conducts None 45 days Social Worker
home visit to the (VRC)/ Social
clients to gather Worker (LGU)
collateral
information as
basis in the
preparation of the
Social Case Study
Report
For the clients from
far flung provinces,
cities,
municipalities/
areas, the social
worker coordinates
and requests
assistance from
the C/MSWDO for
the conduct of the
home visit to the
client to gather
information.
The social worker

prepares the social
case study report
Admission Phase
5. Attends the 5.1. Orients the None 1 hour Social Worker,
orientation on the client about the Client
facility’s programs facility, its
and services. programs and
services,
exploratory
courses,
Page 229 of 629

schedules, rules
and regulations
including the
accommodation
procedures of
clients (if
necessary) with
client’s conformity.
The Social Worker

accomplishes
Admission Slip.
5.2. The None 4 hours Rehabilitation team
rehabilitation team
conducts the 1st
Rehabilitation
Team Meeting.
The client’s case is
presented and
discussed
including the
information from
the client and from
the collateral
information
gathered.
The discussion
includes details on
the exploratory
training (2-3
courses within five
days per course),
result of the
psychological
assessment,
evaluation of the
social rehabilitation
courses and the
intervention plan of
different services.
5.3. The social
worker calls for the None 2 hours Social Worker,
second Rehabilitation
rehabilitation team Team
meeting to discuss
and finalize the
Page 230 of 629

goals of clients
(indicating
rehabilitation
indicators, plans
and social
rehabilitation
schedules within 2-
3 months).
Social Rehabilitation Phase
6. Attends the social 6.1. The Social None 3 months SAS, VPGS,
rehabilitation training Adjustment Training, Medical
for two to three Service, and Dental
months on functional Vocational and Services
literacy, independent Psychological
living, personality Guidance Service,
development, Training Service,
physical functioning, Medical and
work adjustment, Dental Service,
etc. etc. provide
appropriate
programs and
services needed
by the client.
The Social Worker

prepares and
consolidates all
reports from
different services.
The Social Worker

updates the Social
Case Study
Reports and
Intervention Plan
of the client per
results of
monitoring and
evaluation done
while attending the
social
rehabilitation.
6.2. Convenes None 1 hour Social Worker,
rehabilitation team Vocational Training
for an evaluation Members,
conference to Rehabilitation
discuss and Team
assess the results
Page 231 of 629

of Social
Rehabilitation
Training and
determine the
client’s readiness
for vocational
rehabilitation
training.
7. Proceed for the 7.1. Endorse client
vocational to proceed to the 20 minutes Social Worker,
rehabilitation training vocational Clients
phase and/ or rehabilitation
receives certificate training phase, if
of attendance for the client is willing.
completion on social
rehabilitation training If the client
program. decides NOT to
proceed to the
vocational training,
provides certificate
of attendance for
the completion on
training program.
7.2. Convenes the Social worker
rehabilitation team None 2 hours Rehabilitation
to determine and Team
finalize the client’s Client
vocational training
course to take,
vocational training
schedules and
other needed
requirements.
The team finalizes

the vocational
rehabilitation goals
of client.
Vocational Rehabilitation Phase
8. Attends to the 8.1. Refers the None 3 to 9 months Social Worker,
vocational training client to the Psychologist/
services based from vocational training Psychometrician
the chosen vocation services to acquire
course skills along his/ her
chosen vocational
course and
Page 232 of 629

duration period
from three up to
nine months.
The psychologist/
psychometrician
conducts
vocational
counselling
session to the
client for guidance.
8.2. The None Social Worker,
rehabilitation team Rehabilitation
monitors and Team,
submits progress Trainers
reports within 3-9 SAS Service
VPGS Service
months period
providing feedback
on significant
effects/ benefits of
the vocational
rehabilitation
attended by client.
The Social Worker

consolidates all
reports from
different services.
The social worker

updates the Social
Case Study Report
and intervention
plan per results of
monitoring and
evaluation during
the vocational
rehabilitation
phase.
8.3. The social None 3 hours Social Worker,
worker with the Rehabilitation
rehabilitation team Team
assesses the
results of the
vocational
rehabilitation
training program of
the client.
Page 233 of 629

If the vocational
rehabilitation
training is
successful,
thereafter the
rehabilitation team
will discuss and
agree on plans
and schedules for
the OJT of client.
8.4. Social Worker None 1 hour Social Worker/
prepares referral Rehabilitation team
letter to the
concerned parties.
If the client wants
to take other
options or
proposals for
further training/
employment, then
the rehabilitation
team will assist
him/her on the
matter.
8.5. The Social None 3 hours Social Worker,
Worker calls the Placement Officer,
Team
meeting to discuss
the conduct of the
On-the-Job (OJT)
Training of client
for two-three
months.
The rehabilitation
team discusses/
finalize the referral
letter and MOA/
MOU with
employers.
8.6. Prepares the None 1 hour Social Worker
referral letter and
MOA/ MOU with
employers.
On-the-Job training Phase
9. Attends the OJT 9.1. Monitors None 2-3 months Social Worker
Page 234 of 629

based on clients on matters Placement Officer
recommendation of such as Client
the rehabilitation attendance, Employer
team. behavior, work
attitude and work
habit.
The social worker

prepares monthly
feedback report.
The employer
submits an
evaluation report
based on the
performance of the
client.
9.2. Convenes the None 45 minutes Social Worker,
to discuss the Team
results of the OJT Client
Employer
of client based on
employer’s final
evaluation report.
If OJT assessment
is positive/
favorable, the
trainee will be
referred either to
school or job
placement
Job Placement Phase
10. Avails of open 10.1. Refers client 3 months Social Worker,
employment, self- to open Placement Officer,
employment or employment, self- Client
sheltered employment or
employment sheltered
employment within
three months.
10.2. Submits an 1 day Placement Officer,

evaluation on Rehabilitation
program Team, Employer
implementation
citing effects/
benefits to the
social worker and
Page 235 of 629

members of the
Rehabilitation
Team
recommending for
the closure of the
case having
achieved the
vocational
rehabilitation
indicators.
When job
placement
indicators have
been achieved
within three (3)
months from the
date of actual job
placement, the
graduate and the
employer are
formally informed
on
recommendation
for the closure of
the case
The Placement
Officer and
Rehabilitation
team identify gaps
to enhance the
provision of the
vocational
rehabilitation
programs and
services.
Feedback reports
from client after
undertaking the
vocational
rehabilitation
training program
are elicited and
responded.
The social worker

prepares an
Page 236 of 629

updated social
case study report.
Discharge Phase
1. Conducts pre- None 2 hours Social Worker,
discharge Client,
conference with Family Member,
the rehabilitation Referring
Party/LGU
team involving the
family member,
referring party and
LGU to discuss the
nature of
discharge and
after care plan of
client within three-
six months.
The nature of
discharge includes
but not limited to
open employment,
self-employment,
sheltered
employment,
independent living,
family, employer,
LGU acceptance,
dropped out or
terminated.
The discharge/
termination plan is
formulated with the
client and other
stakeholders prior
to actual
termination.
2. Calls for the None 2 hours Rehabilitation team
final discharged Referring party/
conference with LGU
family member and
referring party to
finalize the
discharged plan.
Accomplishes Client 3. Administers None 10 minutes Social Worker,
Satisfaction Survey satisfaction survey Client
Page 237 of 629

either online or
personal fill-in the
form.
Remarks: In the
context of the
pandemic, filling
up the satisfaction
survey can be
done either
through email or
personal filling-out
of survey or other
modalities,
whichever is
applicable to the
client.
Post Discharge
1. Conducts None 3-6 months Social Worker,
monitoring visit to after discharge
clients within 3 to 6
months after the
discharge to
determine the
status of client in
the family or
community.
The Social Worker

prepares
termination/
closing summary
report of client.
Remarks: In the
context of the
pandemic, the
social worker
conducts virtual
platforms/
teleconference or
other forms of
modalities to
monitor status of
client in the family
or community.
Total None 18 months maximum, until job
placement phase when availed
Page 238 of 629

Office of the Assistant Regional Director for
Operation
Page 239 of 629

1. Grievance Intake and Response, 4Ps (Walk-In)
Intake and response refers to the recording of a grievance in a grievance form and
providing the client an initial response, which usually involves an explanation about
how the grievance will be processed by the DSWD and other actors.
As a general rule, anyone may accept a grievance but only the City Link and
grievance officers may ascertain its validity and thereafter intake the grievance. To
‘accept’ a grievance is to receive the transaction but to ‘intake’ is to record the
transaction after ascertaining its validity. Intake and response require technical
know-how about the GRS, particularly on the procedures in resolving the specific
types and subtypes of grievances.
Office or Division: 4Ps – NCR Grievance Redress System

Type of
G2C – Government to Citizen
Transaction:
Who may avail: All
If 4Ps beneficiary, 4Ps ID Issued by the assigned City Link
If non-4Ps beneficiary, any valid ID

FEES
1. Log-in at the 1.1. Ensure that None 2 minutes Guard on duty
visitors log book the client fills out
located at the office the logbook and
lobby and present directs him/her to
the 4Ps ID if a 4Ps the 4Ps
beneficiary. If non- Assistance/
4Ps beneficiary, Grievance Desk.
present any valid ID.
2. Proceed to the 2.1. Receive the None 5 minutes Officer-of-the-Day/
4Ps Assistance/ client, inquire what Assigned Focal
Grievance Desk for the grievance is all Person / Grievance
verification of about, and verify Officer
identity. the identity of the
client.
Refer to the
Grievance
Redress System
Field Manual for
the guidance on
Page 240 of 629

the intake of
grievances.
3. Provide details 3.1. Encode the None 20 mins Officer of-the-Day /
about the grievance grievance correctly Assigned Focal
and supporting and completely in Person / Grievance
documents, if the GRS Officer
available, depending Information
on the type of System/Tracker.
grievance reported. 3.2. If the client is
a beneficiary or a
former beneficiary,
check the status of
the concerned
beneficiary in the
Pantawid Pamilya
Information
System (PPIS).
3.3. Check the
supporting
documents
provided, if
available
3.4. Assess all the
data and
information
available and
discuss with the
beneficiary the
findings and next
steps to take.
3.4.1. If all
information is
readily available to
resolve the case,
resolve the
grievance and
provide feedback
to the client.
3.4.2. If other
information is
needed and the
grievance cannot
be resolved
immediately,
explain to the
client the process
that will be
Page 241 of 629

undertaken in
processing the
grievance, and
inform the client
that he/she will be
contacted thru
his/her mobile
number.
4. None 4.1 Administer the None 5 minutes Officer-of-the-Day/
Client Satisfaction Assigned Focal
Measurement Person / Grievance
Survey Officer
4.2. Analyze the
data and include it
in the Client
Satisfaction
Measurement
Report.
5. Proceed to the 5.1 Dismiss the None 1 minute Guard on Duty
office lobby and client gracefully.
logout from the 5.2 Dismiss the None 1 minute Guard on Duty
client’s logbook. client gracefully.
5.3. Endorse the None 7 hours and 7 Regional Grievance
grievance to the minutes Officer/ Grievance
concerned office Coordinators/
(DSWD Field Information,
Office and/or Communication
Technology
Central Office Assistant
OBSU) for
processing and
feedback within
three (3) days
5.4 Monitor the None 2 Days Assigned Focal
status and check Person
for case updates in
GIS
5.5 Provide the None 10 minutes Officer-of-the-Day/
client an Assigned Focal
update/feedback Person / Grievance
about the status of Officer
his/her grievance
either thru SMS or
Phone Call.
5.6 Update the None 10 minute Assigned Focal
status of the Person
grievance in the
GRS Information
Page 242 of 629

System or tracker.
Total if grievance is resolved outright None 33 minutes
Total if grievance is referred to Field
Office for resolution and feedback is 3 days
provided to the client

How to send feedback For inquiries and follow-ups, the client is
advised to directly coordinate with the
concerned division that received the
request. The following contact details are
however accessible in case the concerned
division does not respond within
reasonable time:
Email: [email protected]
Telephone number: (02) 8252-1392
For completed services, the client is

encouraged to fill out a Client Satisfaction
Survey Form that can be access through
Google Form:
https://forms.gle/9EspSy7MDn8iWWF18
How feedbacks are processed A technical staff is assigned to read daily
all inquiries and follow ups sent to
[email protected]. These are
forwarded to the concerned division who is
expected to provide a response to the
client via email or phone call within three
(3) days from receipt of email from the
client.
On the other hand, satisfaction surveys for

completed services are being analyzed by
the concerned division as among the
bases to improve its service delivery.
How to file a complaint The client may directly communicate
through the contact details provided below:
Telephone number: (02) 8252-1392
How complaints are processed All complaints about service delivery

received through any of the channels
above are directly forwarded to the Office
of the National Program Manager and are
Page 243 of 629

automatically treated as a confidential
case. It shall be primarily guided by
violations and penalties under the Ease of
Doing Business Act
https://arta.gov.ph/about/violations-and-
penalties
Service delivery complaints shall be

automatically considered as highly
technical transactions due to its nature.
The client shall be provided feedback 20
days from the filing of the complaint.
Contact Information of CCB, PCC, ARTA Anti Red-Tape Authority (ARTA):
Email: [email protected] /
[email protected]
Call: 8-478-5093
Presidential Complaint Center (PCC):

Call: 8888
Contact Center ng Bayan (CCB):

SMS: 0908-881-6565
Call: 165 56
P5.00 + VAT per call anywhere in the
Philippines via
PLDT landlines
Email:
[email protected]
Web:
https://contactcenterngbayan.gov.ph
Facebook:
https://facebook.com/civilservicegovph
Page 244 of 629

2. Request for 4Ps Data
This section describes the process of providing assistance to clients and various
stakeholders (general public and other government organizations) both within and outside
DSWD through the sharing of public data. However, access to data will be subject to the
limitations set to safeguard privacy of the beneficiaries, data security and data
misappropriation. Therefore, access to data shall be carefully considered and granted in
accordance with the Pantawid data sharing protocol.
In processing the request, there is an expectation that all documentary requirements have
been submitted by the requesting party. Otherwise, the start of processing may take an
extended period of time.
Office or Division: 4Ps – Regional Program Management Office (RPMO)
The Regional Monitoring and Evaluation Officers of the RPMO

(RMEOs) – facilitate all data/research requests from different
stakeholders, both internally and externally.
Transaction:
Who may avail: Public
One (1) Accomplished Data Request Pantawid Website, Pantawid N/RPMO
Form (https://pantawid.dswd.gov.ph/citizens-
charter)
FEES
1. Client sends filled 1.1 Receipt of None 2 hours Regional
up data request form completely filled Monitoring and
out data request Evaluation Officers
form or letter of (RMEOs) at the
request (with Regional Program
Management Office
attachments as (RPMO)
applicable).
1.2 Encoding of 30 mins RMEOs
data request to
monitoring tool or
thru Electronic
Document
Management
System (EDMS) of
the incoming data
request.
Page 245 of 629

1.3 1 day RMEOs
Acknowledgement
and assessment
by the Regional
Monitoring and
Evaluation Officers
(RMEOs) at the
RPMO.
** If Primary Data,
endorse the
request to the
concerned
Office/technical
staff.
** If Secondary
Data, determine if
the data that are
being requested are
public or classified
based on the
submitted
documents.
2. Receive 2.1.1 If the data None 4 hours RMEOs
requested data and requested is
fill out the client identified as
survey form Public Data, the
RMEOs will
forward the
request to the
appropriate unit /
technical staff for
data generation
and preparation.
2.1.2 If the data is 1 day RMEOs
in the periodic
reports, IEC
materials, and/or
Pantawid Pamilya
website, the
RMEOs
will refer the client
to the resource site
or provide the
readily available
data and client
satisfaction survey
Page 246 of 629

form.
2.1.3 If the data 5 days RMEOs
needs to be
generated, data
generation shall be
undertaken by the
RMEOs.
2.2 Preparation of 6 hours RMEOs
memo
endorsement to
RD for approval.
2.3.1 If the data 4 hours RMEOs
request is
approved, provide
the data request to
the client and
submit a request
to accomplish the
client satisfaction
measurement form
request is
disapproved,
provide the data
request to the
client and submit a
request to
accomplish the
client satisfaction
measurement
form.
2.3.3 If the data 3 days RMEOs
requested is
identified as
Classified Data,
the request will be
forwarded to the
RPMO for review
and evaluation.
The RMEOs
will provide initial
comments prior to
endorsing the
request to the Data
Protection Officer
(DPO) or RD.
2.3.4 If the request 6 days RMEOs
Page 247 of 629

is valid, a
Memorandum of
Agreement (MOA)
on data sharing
between the
requesting party
and the
Department
/Pantawid Pamilya
RPMO will be
prepared by the
RMEOs prior to the
release of data
requested.
2.3.4.1 Sharing of 4 hours RMEOs
the draft MOA to
the client for
review.
2.3.4.2 Review of 3 days Legal Service /
the MOA and Technical Staff
endorsement of
comments/inputs
to RMEO from the
Legal
Section/Service or
Concerned
Technical staff.
2.3.4.3 Revision of 3 days RMEOs
the MOA based on
the Legal
Service/Section’s/
Concerned
Technical staff’s
comments.
2.3.4.4 Sharing of 4 hours RMEOs
MOA to the client.
2.3.4.5 4 hours RMEOs
Acknowledgement
of receipt of MOA
approved by the
client.
2.3.4.6 Preparation 4 hours RMEOs
of communication
to client regarding
MOA signing
2.3.4.7 Signing of 1 day RMEOs
MOA with the
Page 248 of 629

client
2.3.4.8 Provision 4 hours RMEOs
of the data request
to the client and
submission of
request to
accomplish the
client satisfaction
measurement
form.
request is
disapproved,
provide the data
request to the
client and submit a
request to
accomplish the
client satisfaction
measurement
form.
TOTAL None
Output 1: Request for Secondary Data 2 days, 6 hours and 30 mins
Output 2: Request for Administrative 6 days, 6 hours and 30 mins
Data
Output 3.1 (Approved MOA): 19 days, 2hrs and 30 mins
Output 3.2 (Disapproved MOA): 4 days, 2hrs and 30 mins
Page 249 of 629

How to send feedback Clients answer the Client Satisfactory Survey Form and
drop it at the drop box or collected by field work staff
How feedbacks are  All Client Satisfaction Survey Forms will be validated
processed and recorded
 Feedbacks requiring actions will be discussed to the
concerned Staff and required to submit incident
report three (3) days after the initial discussion;
 Feedbacks will be relayed to the concerned client;
How to file a complaint  Staff assigned will conduct initial interview to the
client and the client will fill-out the Grievance Form
and will be classified if it is technical or highly
technical.
How complaints are  Walk-in Client: Writing formal letter to the client
processed through email or courier service;
 From Field Offices, OBSUs, NGAs, NGOs, CSOs,
8888 Citizens Complaint Hotline, and other
institutions: Response letter to the endorsee, briefer
for the Secretary (as necessary), and writing a formal
letter to the client through email or courier service;
 From email, social media, phone calls and sms:
Writing formal letter to the client and send through
preferred mode of communication/feedback
Contact Information of CCB, ARTA: [email protected]
PCC, ARTA Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
8888
Page 250 of 629

Promotive Services Division
Page 251 of 629

1. Referral Management Process for SLP
The Regional Program Management Office (RPMO) provides the final and full
implementation of the Referral Management Process. The Sustainable Livelihood
Program - Referral Management Unit (SLP-GRMU), serves as an avenue to the
poor, marginalized, vulnerable, and the less fortunate individuals, who wanted to use
their capacity and strength in building–up themselves to achieve a better way of
living.
Office or Division: Sustainable Livelihood Program – Promotive Services Division

Type of G2C – Government to Citizens
Transaction: G2G – Government to Government
Who may avail: All Qualified Program Participants
Filled-out SLP Profile Form- for Walk-in Sustainable Livelihood Program
Clients Referral/endorsement letter from 3rd Floor Room 304
OBSUs, NGA’s, NGOs, 389 San Rafael st. Legarda Sampaloc
Manila
FEES
1. Visit / call SLP 1.1 Explain to and
Office request the client
to sign or place
1.1Register in the his/her thumb
walk-in client’s mark on the Data
logbook Privacy Act (DPA)
1.2Fill-out CSMF of 2012 RPMO or Field
Project
None 10 minute Development
Brief orientation on
the SLP Processes Officer
Note: For referral

SLP, NPMO, PCC,
8888, OP and
other institutions,
proceed to 4.1
1.2 Fill-out the SLP
Profile Form RPMO or Field
Project
Request the client None 20 minutes Development
to register in the Officer
Walk-In Clients Walk-in Clients
Logbook
1.3 Issue SLP Project
None 20 minutes Development
Walk-In Clients
Page 252 of 629

Slip to Walk-in Officer
Client, certify that
client appeared at
the SLP-NPMO
Note: Request the

client to fill up the
Client Satisfaction
Measurement
Report Form in the
provision of
technical
assistance and
orientation as
initial intervention.
1.4 Assess 1 day Leonita Cajes
/Validate the Regional Focal for
receive walk-in Referral
and referrals from None
SLP NPMO, PCC, RPMO Project
Development
8888, OP and
Officer
other institution
1.5 Data encoding RPMO or Field
of client’s profile in Project
the SLP Referral Development
None 20 minutes
Management Officer
System (SLP And Administrative
RMS) Assistant (AA)
1.6 Provides list of Pantawid
names for name (1 day)
matching to
Listahanan – Non-Pantawid
NHTU and (2 days)
Pantawid
Database Eva Rosales
RPMO Project
None Development
Note: provided that Officer
there are enough
staff/personnel to
administer the
name matching
both at the SLP
RPMO and NHTU
and Pantawid
2. Receive 2.1 Endorse to
Information letter referral cluster for Leonita Cajes
None 1 hour
appropriate action RPMO Project
Development
Page 253 of 629

Officer
2.2 Inform the
client/s on the
result of the name
matching:
a. If client is
eligible proceed to
capbuild –
Proceed 7.1
b. If no matched –
NTHU to conduct
HAF or SLP
Means Test
b.1. Conduct home
visitation to
Administration to
HAF. Field PDO, IPDO
b.2. Administer None 1 day and MPDO
SLP Means Test
c. If non-poor
refer to other
institution
Note: Field Offices
with Island
Municipality/ies or
Geographically
Isolated and
Disadvantaged
Areas (GIDA),
validation may
exceed the
prescribed timeline
due to the distance
and travel time.
2.3 Administer the
Livelihood PDO
Assessment Form
Jesus Bermido Jr. /
(LAF) None 1 day Jessa Christie
If eligible proceed Cadiang
to 3 Partnership
If not eligible refer Officers
to other institution
3. Attend Capacity 3. Qualified 3 days and 5
Building individuals will None hours Field Project
undergo on the Development
following activities: Officer
a.) Conduct
Page 254 of 629

Capacity Building
b.) Provides result
on the conducted
Sustainable
Livelihood Analysis
(SLA), and SWOT
Analysis.
c.) Track Selection
Client/s will show
their interest,
strength and
weaknesses, so
that they can
identify the best
TRACT for them.
d.) Conduct of
Micro-Enterprise
Development
Training (MD) or
Basic Employment
Skills Training.
4. Prepares and 4.1 Prepares and
submit Modality submit the
Application Form Modality
Program
Application Form None Participants
and the
Mungkahing
Proyekto.
4.2 Review and
Assess the project
proposal
If the intended
project proposal is
complete, proceed Provincial
to the next Coordinator
process, if not, RPMO Project
give it back to the None 1 day Development
participant for Officers
revision. Regional Review
Note: The Committee (RRC)
succeeding SLP
processes will be
subjected to the
availability of
Funds
4.3 Prepare project Noli Luna
None 2 days
proposals for fund Regional
Page 255 of 629

processing. Monitoring and
The proposal has Evaluation for
been approved by Finance (RMEF)
the RD, then
forwarded to FMD
4.4 Prepare Budget Officer/
Obligation Report None 2 days SLP Mainstreamed
Staff
4.5
Prepare/process Accountant/
None 3 days Mainstream Staff
voucher
4.6 Monitor the

Cashier
issuance of the
None 1 day /Mainstreamed
approved check for Staff
disbursement.
4.7 Notify the
program
participants for the
release of the
check Field Project
Development
None 1 day
Note: Subject to Officer
available means of
communication to
inform the client
(text, email, call,
visit)
5. Receive the 6. Release of
livelihood assistance livelihood 1 day Regional Cashier
assistance grants
TOTAL None 19 days, 7 hours and 10 minutes
Page 256 of 629

2. Grievance Management Process for SLP
The Grievance Management Process of RPMO, facilitate the request of individual client/s.
All program related grievances received by the office filed through the different channels
including the SLP NPMO.
Office or Division: Sustainable Livelihood Program – Grievance and Referral

Management Unit (GRMU)
Who may avail: All DSWD FOs, DSWD OBSUs, or other Agencies/Institutions
1. Filled-up SLP Grievance Form – for Sustainable Livelihood Program
walk-in clients Grievance/ Complaint 3rd Floor Room 304
received from OBSUs, NGAs, NGOs, 389 San Rafael st. Legarda Sampaloc
concerned citizen, social media and Manila
others
2. Supporting documents
FEES
Regional Program Management Office (RPMO) Level
1.1 Fill-out the SLP 1.1 Explain and read
Grievance Intake to the complainant
Form and register to the data privacy
walk-in complainant consent - RA 10173
logbook in the SLP
Grievance Intake
Form.
1.2 Fill-out CSMF Ana Caille Lucas
Note: for complaint Grievance Referral
10 Minutes
received from Management
the Cluster Officer (GRMO)
Coordinator,
8888, SLP None
NPMO and
other
stakeholders,
LGUs,
proceed to 4.
Grievance Intake
Form. Request the
GRMO
complainant to 10 minutes
Complainant
register in the Walk-
in Complainant
Logbook
1.3 Issue SLP Walk- 20 minutes GRMO
Page 257 of 629

in Complainant Slip; Complainant
certifying that the
complainant
appeared at the SLP
RPMO
Request the client to

fill up the Client
Satisfaction
Measurement
Report Form in the
provision of
technical assistance
and initial
intervention
1.4 Grievances are 30 minutes
assessed and sorted
based on the
Esperanza
validity/gravity.
Mangoba
Regional Program
Ensure Coordinator
accomplished forms.
Prepare letter of Grievance Referral
acknowledgement. Management
Encoding to Officer (GRMO)
Database the
deployment of Fact-
Finding Team.
1.5 Non-Cognizable
Grievance (Simple
Transactions)
The Non-Cognizable
(invalid) grievance
does not require
verification 7 days Fact Finding Team
The GRMO will
provide Technical
Assistance, simple
explanation, and
orientation on
program
implementation.
1.6 For Cognizable
Grievance- Major SLP Regional
Grievance (Highly Grievance
Technical 20 days Management
Transactions) Committee
(RGMC)
The SLP Regional
Page 258 of 629

Grievance
Management
Committee shall
convene to manage
and decide the
resolution of the
grievance.
For grievances that

need further
assessment, the
SLP Regional
Grievance
Management
Committee (RMGC)
shall be activated to
include the
deployment of Fact-
Finding Team.
Gathering of data
and other essential
information in order
to determine the
reasons/factors that
trigger the filing of
grievance.
1.7 The Fact finding 4 days
team shall conduct
field visit for SLP Regional
assessment/ Grievance
validation and Management
investigation and Committee
other duties and (RGMC)
responsibilities
under GMP
1.8 Data gathered 4-13 days
and other essential
information,
reasons/factors that Fact Finding Team
grievance shall be
part of the feedback
1.9 Provide SLP Regional
recommendation Grievance
and decision or be 1 day Management
endorsing to Committee (SLP
concerned OBSUs RGMC)
Page 259 of 629

towards the
resolution of the
grievance
1.10 Provide Ana Camille Lucas
feedback to the Grievance Referral
1 day
complainant on the Management
action taken Officer (GRMO)
1.11 The SLP
RGMC may endorse
unresolved SLP Regional
grievances to the Grievance
1-4 days
Management
DSWD FO Regional (FO RGC)
Committee
Grievance (RGMC)
Committee for
resolution
1.12 SLP RGMC
gathered
information/docume
ntation for
1 day RGMO
submission and
endorsement to
Management (FO
RGMC/AG-AC/RD)
1.13 SLP RGMC
gathered
information/docume FO RGMC/
ntation for AG-AC/
submission to the Management
Office of the
Secretary
1.14 SLP RGMC
gathered
information/docume FO RGMC/
ntation submitted AG-AC/
shall be processed Management
based on the
existing guidelines
1.15 SLP RGMC
gathered
information/docume
ntation submitted
along LGU FO RGMC/
concerned AG-AC/
Employee and if the Management
LGU Official is
concerned to the
Civil Service
Commission
Page 260 of 629

LGU Employees -
Endorse to the Local
Government Unit –
Local Chief
Executives
1.16 SLP RGMC
gathered
information/docume
ntation in the form of
Grievance
Management Report
FO RGMC/
for submission to the
AG-AC/
Regional Director for
Management
action.
The DSWD Central

Office or Field Office
lawsuits against the
stakeholder
1.17 SLP RGMC
gathered
information/docume
ntation in the form of
Grievance
Management Report FO RGMC/
for submission to the AG-AC/
Regional Director Management
following the RA No.
6713 and to the
DSWD Regional
Grievance
Committee.
1.18 Issuance of
Resolution based on Ana Camille Lucas
1 day
the decision by the GRMO
authority
1.19 If Resolution
was issued by the:
PC – Appeal
processed by the
Ana Camille Lucas
SLP RGMC 1 day
GRMO
SLP RGMC or SLP
RPMO – The appeal
shall be processed
by the SLP NPMO
Page 261 of 629

GMC
SLP NPMO GMC –

Appeal process by
Office of the
Secretary or OBSUs
concerned
1.20 Continuously
monitors the status
of newly resolved
grievances to
ensure that
Ana Camille Lucas
recommendations 1 day
GRMO
provided are
properly executed
and followed by the
involved
persons/parties.
TOTAL None 43 days, 1 hour and 10 minutes – 57
days, 1 hour and 10 minutes
Provincial Management Office (PMO) Level (Cluster Level for NCR)
1.1 Fill-out the SLP 1.1 Explain and read None
logbook in the SLP Grievance
Intake Form.
Note: for complaint 10 minutes
1.2 Fill-out CSMF received from the
Provincial
Coordinator, 8888,
SLP NPMO and
other stakeholders,
LGUs, proceed to 4.
Ana Camille Lucas
Grievance Intake
Form.
Request the 10 minutes

complainant to
in Complainant
Logbook
1.3 Issue SLP Walk-
in Complainant Slip;
certifying that the
complainant 20 minutes
appeared at the SLP
RPMO
Page 262 of 629

fill up the Client
Satisfaction
Measurement Report
Form in the provision
of technical
assistance and initial
intervention
1.4 Grievances are
assessed and sorted
based on the
validity/gravity.
Ensure
accomplished forms,
prepare letter of
acknowledgement.
30 minutes
The Non –
cognizable
Grievance (invalid)
grievance does not
require verification.
Encoding to
Database
1.5 Non-Cognizable
Grievance (Simple
Transactions)
The PGMO will

provide Technical 1-3 days
Assistance, simple
explanation, and
orientation on
program
implementation.
1.6 All major
grievances are 1 day
endorsed to RPMO
1.7 Gathering of data
and other essential
to determine the 4-13 days
grievance.
1.8 The Data
gathered and
essential information 1 day
will be part of the
endorsed documents
Page 263 of 629

to RPMO.
1.9 Provide feedback
to the complainant 1 day
on the action taken
1.10 Continuously
monitor the status of
newly resolved
grievances to ensure
that
recommendations 1day
provided are properly
executed and
followed by the
involved
persons/parties.
TOTAL None 9 days,1 hour and 10 minutes – 19
days, 1 hour and 10 minutes
SLP Municipal Level
1.1 Fill-out the SLP 1.1 Explain and read None
logbook in the SLP Grievance
Intake Form.
Note: for complaint 11 minutes FPDO
1.2 Fill-out CSMF received from the
Provincial
Coordinator, 8888,
SLP NPMO and
other stakeholders,
LGUs, proceed to 4.
Grievance Intake
Form.
Request the 11 minutes FPDO

complainant to
in Complainant
Logbook
1.3 Issue SLP Walk-
in Complainant Slip;
certifying that the
complainant
appeared at the SLP
RPMO
20 minutes FPDO
fill up the Client
Satisfaction
Measurement Report
Page 264 of 629

Form in the provision
of technical
assistance and initial
intervention
1.4 Grievances are
assessed (e.g.
involvement of PDO)
and sorted based on
the validity/gravity.
PGMO
Ensure
30 minutes
accomplished forms,
prepare letter of
acknowledgement.
Encoding to
Database
1.5 Non-Cognizable
Grievance (Simple
Transactions)
The FPDO will

provide Technical 3 days
Assistance, simple
Anna Camille
explanation, and
Lucas
orientation on
program
implementation.
1.6 All major
grievances are 1 day
endorsed to RPMO
1.7 Gathering of data 1 day
and other essential
to determine the
grievance.
The PGO will check

the involvement of
the PDO before
1.8 Provide feedback 1 day
to the complainant
on the action taken
1.9 Continuously 1 day
monitor the status of
newly resolved
grievances to ensure
that
recommendations
provided are properly
Page 265 of 629

executed and
followed by the
involved
persons/parties.
TOTAL None 7 days 1 hour and 12 minutes

How to send feedback Clients answer the Client Satisfactory Survey
Form and drop it at the drop box or collected
by the PDO II during the conduct of pay-outs
How feedbacks are processed  All Client Satisfaction Survey Forms will be
validated and recorded by the cluster M &
Es and reported to the RMEO
 Feedbacks requiring actions will be
discussed to the concerned Staff and
required to submit incident report three (3)
days after the initial discussion;
 Feedbacks will be relayed to the concerned
client;
 For inquiries and follow-ups, clients may
contact the SLP-NCR though landline
83102135 loc.303 or email at
[email protected]
How to file a complaint  PDO assigned will conduct initial interview
to the client and the client will fill-out the
Grievance Form and will be classified if it is
technical or highly technical.
How complaints are processed  Walk-in Client: Writing formal letter to the
client through email or courier service;
 From Field Offices, OBSUs, NGAs, NGOs,
CSOs, 8888 Citizens Complaint Hotline,
and other institutions: Response letter to
the endorsee, briefer for the Secretary (as
necessary), and writing a formal letter to
the client through email or courier service;
 From email, social media, phone calls and
sms: Writing formal letter to the client and
send through preferred mode of
communication/feedback
Contact Information of CCB, PCC, ARTA ARTA: [email protected]
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
8888
Page 266 of 629

Disaster Response and Management Division
Page 267 of 629

1. Processing of Relief Augmentation Request
To provide a system of receiving, recording, approving, and determining the

requirements for a request for resource augmentation from the Local Government
Units (LGUs) in response to the needs of families affected by disasters and other
incidents.
To ensure that management and mobilization of food and non-food items (FNFIs)
are done in an effective, efficient, timely, and coordinated manner.
Office or Division: Disaster Response Management Division (DRMD)

Transaction:
Who may avail: Local Government Units
1. Original Copy of Request Letter LGU
2. Certified List of Disaster-Affected
M/CSWDO
Beneficiaries
3. Valid Government Issued ID of the SSS, GSIS, UMID, PhilHealth ID, LTO
Requesting Party (Original with 1 Photocopy) Driver’s License, PRC ID, Voter’s ID,
Philippine Postal ID, Philippine Passport,
Other government-issued ID
Authorized Representative:
1. Original Copy of Authorization Letter LGU
2. Valid Government Issued ID of the SSS, GSIS, UMID, PhilHealth ID, LTO
Authorized Representative (Original with 1 Driver’s License, PRC ID, Voter’s ID,
Photocopy) Philippine Postal ID, Philippine Passport,
Other government-issued ID
PAID
1. Submit a request 1.1 Receive the None 5 minutes DRMD
letter to Field Office request letter, logs Administrative Staff
through DRMD with the document/s,
any of the following and endorses the
attachments: LGU request to
a) Situational DRMD Chief
Report 1.2 Review the None 10 minutes Bengie Barbosa
b) Assessment request and DRMD Chief
Report endorses the same
c) Disaster to DRRS Head
Incident Report 1.3 Review, validate, None 2 hours DRRS Head
and assess the
request by the
concerned Section
Head through the
Page 268 of 629

LDRRMC of
requesting LGU, or
through review of
the following reports,
if available:
a. Latest DROMIC
Report
b. RDANA Report
1.4 Coordinate None 30 minutes Warehouse Staff
with the
Warehouse Staff
on the availability
of FNFI Resources
for augmentation
to LGUs, and
determine other
logistical
requirements
1.5 If FNFIs are None 30 minutes DRRS Head
not available,
prepare a Request
Letter for
Augmentation of
FNFI Resources to
OUSDRMG,
attention to DRMB
1.6 Prepare RIS/IF None 1 hour DRSS Head
and response
letter to LGUs
1.7 Review all None 1 hour Bengie Barbosa
documents; DRMD Chief
provide
recommendation;
affix initials on
applicable
documents
1.8 Review all None 1 hour Teresita L.
documents and Valentino
provide Assistant Regional
recommendations; Director for
Operations (ARDO)
sign and put initials
on applicable
documents
1.9 Review all None 1 hour Monina Josefina H.
documents for Romualdez
approval/ Regional Director
disapproval (RD)
Page 269 of 629

1.10 Send None 1 hour Bengie Barbosa
Response Letter to DRMD Chief
requesting LGU
through DRMD
Administrative
Staff; and forward
RIS/IF,
Assessment
Report, and LGU
Request Letter to
Warehouse Staff
for release of
goods
1.11 Facilitate the None 2 hours DRRS Head/ Staff
following:
a. Coordination with
LGUs on the
schedule of delivery/
hauling of goods
from DSWD
Warehouse to LGU;
b. Facilitate
preparation and
signature of Delivery
Receipt; and
c. Facilitate the
release of goods to
LGUs and ensure
that receipts of
RIS/IF and Delivery
are signed by
requesting LGU
1.12 Submit any of
the following:
a. Summary Report
b. Feedback Report None 1 hour DRMD Staff
c. Signed RIS
d. FNFI
Augmentation and
Delivery Report
Total None 11 hours and 15 minutes
Page 270 of 629

How to send feedback Client shall be given a feedback form upon
completion of the service requested.
The client drops the accomplished form at

the designated drop box or email it directly
at [email protected].
Contact Information:
- [email protected]
- 8-733-0010 loc.117
How feedbacks are processed Every Friday, the focal person shall
consolidate and record all submitted
feedback and shall be then endorse to the
OIC Division Chief and the FO
Management.
For feedback requiring response, the focal

person shall draft a reply and submit it to
the OIC Division Chief and FO
Management for review and approval.
Finalized response shall be relayed to the
client.
For queries and follow-ups, contact the

following:
- [email protected]
- 8-733-0010 loc.117
How to file a complaint Complaints can be filed via email
[email protected] with the
following information:
- Name and contact information of the
complainant
- Name of person being complained
- Incident
- Evidence

following:
- [email protected]
- 8-733-0010 loc.117
How complaints are processed The focal person shall monitor and
evaluate incoming complaints on a daily
basis.
Page 271 of 629

Upon evaluation, investigation shall
commence – the focal person will then
draft a report and submit it to the OIC
Division Chief and FO Management for
review and approval. Finalized response
shall be relayed to the client.

following:
- [email protected]
- 8-733-0010 loc.117
Contact Information of CCB, PCC, ARTA ARTA: [email protected] (8-478-
5093)
PCC: [email protected] (8888)
CCB:
[email protected]
(0908-881-6565)
Page 272 of 629

Policy and Plans Division
Page 273 of 629

1. Walk-in Name Matching Data 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 or Division:
d National Household Targeting Office/ National Household
Targeting System
Classification: d Simple
Transaction:
Who may avail:A All walk-in clients
1. (1) Valid Identification Card/Proof of 1.Provided by the Client
Identity
2. Walk-in Name Matching Form (1 2.National Household Targeting Office/
original) National Household Targeting System
Office – Administrative Assistant
FEES
1. The Requesting 1.1 Receive and None 5 minutes Administrative
Party will fill out the record the request Assistant III
Walk-in Name in the document
Matching Form.
transaction/
tracking system.
1.2 Endorse
request to the
Project
Development
Officer (PDO).
1.3 Interview the None 10 minutes Project
client to evaluate Development
the validity of the Officer
request as to its
purpose
* If not valid- The

PDO will inform the
client on the grounds
for the denial of the
request based on
the DSWD MC 15,
s.2021. End of
process.
* If valid – Forward
Page 274 of 629

the request to the
Information
Technology Officer
for matching
Note: * In case, the

ITO is on official
travel, the client
shall leave his/her
contact details.
1.4 Process the None 5 minutes Information
name matching Technology Officer
request.
* Manual verification
* Running of name
matching application
*Note: 1day
processing time if
the ITO is on
official travel
1.5 Review and None 5 minutes Information
archive result. Technology Officer
1.6 Endorse result
to the PDO
2. Receive Name 2. Present and None
5 5 minutes Project
Matching Result and explain the result Development
fill up CSMS Form of name matching Officer
and administer the
CSMS form (per
CART Guidelines)
Page 275 of 629

2. Data-Sharing Name Matching
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 or Division: National Household Targeting Office/ National Household

Targeting System
Classification: T Highly Technical
Type of Government to Government (G2G), Government to Business
Transaction: (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.
1.Letter of Request (indicating reasons for
name-matching)
2. Electronic copy of the names to be
matched
3.Original Copy of the Resolution of
Governing Board authorizing head of Provided by the Requesting Party
agency to enter into data sharing MOA
with DSWD (for NGOs, CSOs, Private
Foundations)
4.Designated Data Protection Officer
(DPO)
5.Valid Proof of Identities of the agency
head and DPO
6.Memorandum of Agreement
7. Certificates: (a.) Certificate of
orientation on the DPA, (b.) Certification
on Acknowledgement
Receipt of the copy of the law, IRR and its NHTO/ NHTS PDO and ITO
issuances, (c.) Physical Setup
Certification and (d.) Organizational,
Technical, and Security Setup
Certification
FEES
1. The Requesting 1.1 Receive and None 5 minutes Administrative
Party will endorse record the request Assistant
their letter of request in the document
with attached e-copy
transaction/
of names for name
matching to NHTO/ tracking system.
NHTS. 1.2 Forward
request to the
Page 276 of 629

NHTO Operations
Division/Project
Development
Officer for review.
Note:
Administrative
Staff will advise
the requesting
party that they will
receive an email or
call after 1 working
day on the
approval of their
request and the
expected schedule
of release of the
results.
1.3 Input None 2 hours NHTO Operations
comments, review, Division Chief/
and recommend if NHTS PPD Chief
the request is for
processing or not
then endorse to
the NHTO
Director/NHTS
Regional Director
1.4 Review and None 2 hours NHTO Director/
decide if the NHTS Regional
request is for Director
approval/disapprov
al then inform the
assigned Project
Development
Officer
1.5 Inform the None 9 minutes Project
requesting party Development
Officer
on the
approval/disapprov
al of the data
request based on
the DSWD MC 15
s.2021
* If approved- the
inspection meeting
Page 277 of 629

will be scheduled
including preparation
of documentary
requirements for
submission.
* If disapproved-
Inform the
requesting party of
the disapproval
2. Requesting Party 2.1 Orient the None 2 hours NHTO Advocacy
will attend the requesting party and Capacity
scheduled on Listahanan and Building Section
orientation with the discussion of the (ACBS)/ NHTS
NHTO ACBS/NHTS Salient Points of Inspection Team
Inspection Team. the Data Privacy
Act.
2.2. Hand-over of
the copy of the
law, its IRR and
the issuances of
the NPC
3 Compliance and 3.1 Review all None 2 hours Project
Submission of submitted Development
documentary Officer
signed
requirements
Memorandum of
including MOA
Agreement and submitted by the
documentary requesting party.
requirements to the 3.2 Make a Information
NHTO/NHTS schedule with the Technology Officer
requesting party
on the inspection
Meeting
4 Requesting party 4.1 Check on the None 1 day NHTO IT Inspection
will present their IT capability of the Team/ NHTS
facilities to the Inspection Team
second party to
NHTO/ NHTS
protect the
Inspection Team.
Listahanan data
 Inspect the
IT facilities
of the
requesting
party
 Collection of
Page 278 of 629

documentati
ons based
on data
requirement
s
*Note: NHTS
conduct signing of
the certifications of
the inspection
completion and
exit conference
4.2 Certifications None 35 minutes NHTO Director/
will be attached to RFC
the MOA and
endorsed to the
Department’s Data
Protection Officer.
4.3 Assess the None 1 day DSWD Data
MOA, its purpose, Protection Officer
and attachments.
4.4 Review and None 3 days Monina Josefina H.
sign the MOA. The Romualdez
Regional Director
signed MOA will
be endorsed to the
NHTO for data Erwin Tulfo
processing. Secretary
4.5 The approved None 1 hour Information

request is Technology Officer
endorsed to the
ITO to assess if
the attached
electronic copy of
names is in
accordance with
the template
required.
 If not in
accordance
with the
required
template-
Page 279 of 629

inform the
requesting
party for
revision
If in accordance-
ITO shall inform
the Administrative
staff of the
schedule of
release of the
results
4.6 Process the None 20 days Information
request on a set (maximum Technology Officer
deadline, 300,000
depending on the names)
volume or number
of names to be
matched.
4.7 Review result None 3 days NHTO QMS/
of name matching NHTS Information
Technology Officer
4.8 Secure the None 1 hour Information
data by adding Technology Officer
password
protection to the
file.
4.9 Prepare Data
Release Form
(DRF), draft memo
reply and burn
results in a
compact disc (CD).
Other storage
device may apply
as long as it is
approved by the IT
Head and the
storage device is
provided by the
requesting party
4.10 Counter sign NHTO DPS Head
in the DRF. and QMS Head/
NHTS Section
Head/ PDO
4.11 Finalize the NHTO IT Division
memo, attach the Chief/ NHTS PDO
Data Release
Page 280 of 629
Form (DRF) and
secure data then
forward it to the
Administrative unit.
4.12 Sign the None 1 hour NHTO Director/
memo/ NHTS Regional
endorsement Director
letter.
4.13 Track and None 5 minutes Administrative
scan the Assistant
documents before
releasing the result
to the requesting
Party.
5 Call NHTO/ NHTS 5 Provide the None 5 minutes Information
Office password of the Technology Officer
file to the
requesting party
thru phone upon
inquiry. And
administer CSMS
form per CART
guidelines.
6 Submit Listahanan 6 The assigned None 1 months upon Project
Data Utilization/ Project receipt Development
Feedback Report Development Officer
Officer will follow
up the feedback
report from the
end-user to ensure
its compliance
stated in the
accomplished
MOA.
TOTAL None 29 days, 2 hours, 10 minutes
*with possible extension on the actual data processing depending on the volume of data requirements, number of
names required, and the compliance and submission of the documentary requirements by the requesting.
Page 281 of 629

3. Data-Sharing: List of Data Subjects
Generation of data sets with Personal Information (PI) and Sensitive Personal
Information (SPI) with a Memorandum of Agreement (MOA).
Office or Division: National Household Targeting Office/ National Household

Targeting System
Type of Government to Government (G2G), Government to Citizen
Transaction: (G2C),
Who may avail: All NGAs, GOCCs. NGOs, CSOs, and Private Foundations for
the purpose of utilizing the data for social protection programs.
1. Letter of Request (indicating reasons
for the request)
2. Original Copy of the Resolution of
Governing Board authorizing head of
agency to enter into data sharing MOA
with DSWD (for NGOs, CSOs, Private Provided by the Requesting Party
Foundations)
3. Electronic copy of the Data
Requirements
4. Designated Data Protection Officer
(DPO)
5. Valid Proof of Identities of the agency
head and DPO
6. Memorandum of Agreement NHTO/ NHTS PDO and ITO
7. Certificates: (a.) Certificate of
orientation on
the DPA, (b.) Certification on
Acknowledgement
Receipt of the copy of the law, IRR and its
issuances, (c.) Physical Setup
Certification and (d.) Organizational,
Technical, and Security Setup
Certification
FEES
1. Endorse the letter 1.1 Receive and None 5 minutes Administrative
of request with record the request Assistant
attached e-copy of in the document
the data
transaction/
requirements to
NHTO/ NHTS. tracking system.
1.2 Advise the
requesting party
Page 282 of 629

that they will
receive an email or
day on the
approval of their
request and the
expected schedule
of release of the
results.
1.3 Forward
request to the
NHTO Operations
Division/Project
Development
Officer for review
1.4 Input None 4 hours NHTO Operations
comments, review, Division Chief/
and recommend if NHTS PPD Chief
the request is for
processing or not
then endorse to
the NHTO
Director/NHTS
Regional Director
1.5 Review and None 4 hours NHTO Director/
request is for Director
approval/disapprov
al then inform the
assigned Project
Development
Officer
1.6 Inform the None 30 minutes Project
client on the Development
Officer
approval or
disapproval of the
data request base
on the DSWD MC
15, s.2021
 If approved-
the
orientation
will be
scheduled
Page 283 of 629

including
preparation
of
documentar
y
requirement
s for
submission.
If disapproved-
Inform the
requesting party of
the disapproval.
End of process.
5. Requesting Party 5. Orient the None 2 hours NHTO Advocacy
will attend the requesting party and Capacity
scheduled Building Section
on Listahanan, (ACBS)/NHTS
orientation with the
Data Privacy Act, Listahanan
NHTO ACBS/ NHTS
data sharing policy Inspection Team
Inspection Team.
and requirements.
 The
Requesting
Party will
attend the
scheduled
orientation
with the
NHTO
ACBS
/NHTS
Listahanan
Inspection
Team.
6. Compliance and 6.1 Review all None 2 hours NHTO ACBS/NHTS
Submission of documentary Listahanan
signed requirements Inspection Team
Memorandum of including MOA
Agreement and submitted by the
documentary requesting party.
requirements to the 6.2 Make a NHTO IT Division
NHTO/ NHTS for schedule with the Chief/ NHTS
review on requesting party Listahanan
completeness on the inspection Inspection Team
Page 284 of 629

meeting
7. Requesting party 7.1 Requesting None 1 day IT Inspection Team
will present their IT party will present
facilities to the their IT facilities to
NHTO Inspection
the Inspection
Team.
Team.
The IT Inspection
Team will inspect
the IT facilities of
the requesting
party and issuance
of Certifications
(Physical Setup
Certification and
Organizational,
Technical and
Security Setup
Certification).
7.2 Certifications None 2 hours NHTO Director/
will be attached to RFC
the MOA and
endorsed by the
NHTO Director to
the Department’s
Data Protection
Officer.
7.3 Assess the None 1 day DSWD Data
MOA, its purpose, Protection Officer
and attachments.
Once approved,
the MOA will
endorse to the
DSWD
Secretary/NHTS
Regional Director.
7.4 Review and None 3 days DSWD Office of the
sign the MOA. The Secretary Central
Office/ NHTS
signed MOA will Regional Director
be endorsed to the
NHTO (Central
Office) or NHTS
(Field Offices) for
Page 285 of 629

data processing.
7.5 Process the None 3 days Information
request. Technology Officer
7.6 Review result None
1 day 1 day NHTO Quality
of the data Management
Section (QMS)/
generation NHTS Information
Technology Officer
7.7 Secure the None 1 day Information
data by adding Technology Officer
password
protection to the
file.
7.8 Prepare Data

Release Form
(DRF), draft memo
reply and burn
results in a
compact disc (CD).
 Other
storage
device may
apply as
long as it is
approved by
the IT Head
and the
storage
device is
provided by
the
requesting
party
7.9 Counter sign in NHTO DPS Head
the DRF. and QMS Head/
NHTS Section
Head/ PDO
7.10 NHTO IT Division
Finalize the memo, Chief/ NHTS PDO
attach the Data
Release Form
(DRF) and secure
data then forward
Page 286 of 629

it to the
7.11 Track and None 5 minutes Administrative
scan the Assistant
documents before
releasing the result
to the requesting
Party.
8. Call NHTO/NHTS 8. Provide the None 5 minutes Information
for retrieval of password of the Technology Officer
password upon file to the
receipt of the result.
requesting party
thru phone upon
inquiry. And
administer the
CSMS form per
CART guidelines.
9. Submit 9. The assigned None 2 months upon Project
Listahanan Data Project receipt Development
Utilization / Development Officer
Feedback Report Officer will follow
up the feedback
report from the
end-user to ensure
its compliance
stated in the
accomplished
MOA.
TOTAL None 11 days, 2 hours, 55 minutes
*with possible extension on the actual data processing depending on the volume of data
requirements, number of names required, and the compliance and submission of the
documentary requirements by the requesting.
Page 287 of 629

4. Data-Sharing: Statistics / Raw Data Request
Generation of source data, unprocessed anonymized data or numerical processed

data as requested by the client.
Office or Division: NHTO – Operations Division

Classification: C Complex
Type of Government to Government (G2G), Government to Citizen
Transaction: (G2C), Government to Business (G2B)
Who may avail: All
1.Letter of Request (specify purpose and Requesting Party
data requested)
FEES
1.The requesting 1.1 Receive and None 10 minutes Administrative
party (NGAs, CSOs record the request Assistant
/ NGOs, LGUs, in the document
academe etc.)
Transaction/
sends a
tracking system.
communication letter
1.2 Forward the
addressed to the
request to the
NHTO Director/
NHTO Director/
NHTS Regional
NHTS PPD Chief.
Director for request
1.3 Review, input None 5 hours NHTO Director/
of statistical data/ NHTS PPD Chief
raw data generated comments and
from Listahanan approval in the
request based on
MC 15 s.2021 then
endorse to the
NHTO Statistics
Section/ NHTS
RFC
1.4 Review the None 5 hours NHTO Head
request, if the Statistician/ NHTS
Regional Field
request is: Coordinator
a. Not clear – In
case of vague data
request, will
coordinate with the
data users to
clarify the data
Page 288 of 629

requirements. He/
She shall provide
recommendations
on other possible
data that can be
requested if the
requested data is
not available in the
Listahanan
database.
b. Clear –
Endorse request to
the Associates
Statisticians for
data generation.
1.5 Generate the None 1 day Associate
requested data Statisticians
from the
Listahanan
database. The
generated
statistical/ raw data
can be in excel or
in any format
available.
1.6 Draft reply
letter/
memorandum
1.7 Submit to the
NHTO Head
Statistician/ NHTS
RFC
1.8 Review None 5 hours NHTO Head
generated Statistician /
NHTS RFC
statistical/ raw
data. If the
statistical/ raw
data. If the
statistical/raw data
is:
a. Not accurate
Page 289 of 629

– Return the
generated
will be to the
Associate
Statisticians for
revisions.
b. Accurate –
Submit the
generated
to the NHTO
Operations
Division Chief/
NHTS PPD Chief.
1.9 Review None 5 hours NHTO Operations
facilitated data, Division Chief/
countersign reply NHTS PPD Chief
letter/
memorandum and
endorse to the
NHTO Director/
NHTS Regional
Director for
approval and
release.
1.10 Further None 5 hours NHTO Director/
review the NHTS Regional
Director
facilitated data
request for
approval to
release. If the
generated
statistics/ raw data
is:
a. Not accurate
and acceptable –
Return the
facilitated data
request to the
Statistics section
for revisions.
Page 290 of 629

b. Accurate and
acceptable – Sign
the reply letter/
memorandum. The
facilitated data
request will be
approved for
release.
2 Receive the data 2 Facilitate the None 10 minutes Administrative
requested release of the Assistant
approved data
request to the
requesting party.
 Administer Associate
Statisticians
the CSMS
form per
CART
guidelines.
Feedback Report Officer
Development
Officer will follow
up the feedback
report from the
end-user to ensure
its compliance
stated in the
accomplished
MOA.
TOTAL None 4 days, 1 hour, 20 minutes

How to send feedback Fill out the feedback form to be provided by
the Administrative Officer and drop it in the
designated dropbox or email to
[email protected]
How feedbacks are processed Every end of the week, all forms are
compiled and recorded in the feedback log
book by the Administrative Officer.
Page 291 of 629

Feedback requiring answers shall be
forwarded to the concerned staff or sections
and response shall be forwarded to the client
within 3 days upon receipt of feedback.
For concerns and inquiries, the clients may

send an email to [email protected]
How to file a complaint Fill out the complaint form to be provided by
the Administrative Officer and shall be
forwarded to the designated Complaints
Officer.
Complaints may also be filed via electronic

mail at [email protected]
specifying the staff being complained,
incident, and evidence if available.
How complaints are processed The Complaints Officer shall evaluate and
discuss the complaint with the immediate
supervisor of the concerned staff.
The Complaints Officer shall investigate and

create an incident report specifying the facts
and results of investigation. The report shall
be forwarded to the NHTO Director for
appropriate action.
Complaints officer shall provide feedback to

the client.
Contact Information of CCB, PCC, ARTA National Household Targeting Office
(NHTO)
[email protected]
VOIP No.: 88872
WiServ:
Listahanan<space>complaint/message
send to 0918 912 2813
Contact Center ng Bayan (CCB)

SMS: 0908 881 6565
Call : 165 56
₱ 5.00 + VAT per call anywhere in the
Philippines via PLDT landlines
Email:
[email protected]
Facebook:
https://facebook.com/civilservicegovph/
Web:
https://contactcenterngbayan.gov.ph/
Page 292 of 629

5. Issuance of Certificate of Authority to Conduct National Fund
Raising Campaign to Individual, Corporation, Organization
and Association: Regular Permit (pre-assessment)
The process of assessing the applicant person/individual, corporation, organization

or association eligibility to conduct fund raising campaign.
Office or Division: Standards Section – DSWD Field Office NCR

Type of  Government to Client (G2C)
Transaction:  Government to Government (G2G)
Who may avail: All eligible person/individual, groups whether organized or
unorganized, Corporations whether profit or non-profit,
Organizations or Agencies, Associations including Civil Society
Organizations (CSOs), Registered Licensed and/or Accredited
SWDAs including Social Welfare Arms of religious organizations
desiring to solicit funds for charitable and public welfare purposes
in more than one (1) region.
1. Duly Accomplished Application Form  DSWD Central Office - Standards
Bureau (SB)
IBP Road, Constitution Hills, Batasan
Pambansa Complex, Quezon City
 Any DSWD Field Office – Standards

Section (Regions I, II, III, IV-A, V, VI,
VII, VIII, IX, X, XI, XII, CAR, Caraga,
MIMAROPA & NCR
DSWD- Field Office NCR -

STANDARDS SECTION (Room 204)
389 San Rafael cor. Legarda St.
Sampaloc, Manila
 https://www.dswd.gov.ph/issuances/
MCs/MC_2021-005.pdf
Annex 2. DSWD-SB-PSF-001:
Application Form
2. Certified True Copy (CTC) of Certificate of  Securities Exchange Commission
Registration which has jurisdiction to regulate (SEC) – Company Registration and
the endorsing SWDA, and Articles of Monitoring Department Secretariat
Incorporation and By-Laws, if new application Building, PICC, Complex, Roxas
Boulevard, Pasay City.
*Not applicable to Government Agencies
and SWDAs and SWDAs with valid RLA
 Any SEC Extension Office (Baguio
Page 293 of 629

City, Tarlac City, Legazpi City, Cebu
City, Iloilo City, Cagayan De Oro City,
Davao City, Zamboanga City)
3. Updated Certificate of Good Standing, or  Securities Exchange Commission
Updated Certificate of Corporate (SEC) – Company Registration and
Filing/Accomplished General Information Monitoring Department Secretariat
Sheet (GIS) from SEC or any government Building, PICC, Complex, Roxas
agencies that has jurisdiction to regulate the
Boulevard, Pasay City.
applicant organization or agency.
and SWDAs and SWDAs with valid RLA  Any SEC Extension Office (Baguio
City, Tarlac City, Legazpi City, Cebu
City, Iloilo City, Cagayan De Oro City,
Davao City, Zamboanga City)
4. Project Proposal on the intended public  https://www.dswd.gov.ph/issuances/
solicitation approved by the Head of Agency MCs/MC_2021-005.pdf
including the work and financial plan (WFP) of
the intended activity details of the Annex 5. DSWD-SB-PSF-003:
methodology to be used.
Project Proposal
5. Updated Profile of the Governing Board or  https://www.dswd.gov.ph/issuances/
its equivalent in the corporation, certified by MCs/MC_2021-005.pdf
the Corporate Secretary or any equivalent
officer. Annex 6. DSWD-SB-PSF-004: Profile
of Governing Board
and SWDAs and SWDAs with valid RLA
6. Notarized Written Agreement or any similar  From the applicant signed by the
document signifying the intended intended beneficiary/recipients or its
beneficiary/ies concurrence as recipient of the head/authorized representative.
fundraising activities.
For children beneficiaries, only the parent/s of

the child/children or maternal/paternal
relative/s may sign the document in behalf of
the child.
7. Endorsement or Certification from Licensed  From the Licensed and Accredited
and Accredited SWDA allowing an individual SWDA that allowed the applicant to
to solicit funds under their name or solicit funds under their name or
responsibility. responsibility.
8. Endorsement or Certification from any but  From the Agency that allow applicant
not limited to the following agencies that to undertake solicitation activities in
allow/s applicant to undertake solicitation their jurisdiction.
activities in their agency jurisdiction, as
applicable.
8.1. Director of Private Schools

8.2. Schools Superintendent of Public School
8.3. Head or authorized representative of
National Government Agencies (NGAs)
8.4. Head of authorized representative of
Local Government Unit (LGU)
Page 294 of 629

8.5. Bishop/Parish Priest/Minister or Head of
Sect or Denomination
8.6. Others
9. Medical Certificate/Abstract and/or  From the attending physician or
Treatment Protocol signed by the attending Hospital Records Section
physician or the hospital’s record section
10. Duly signed Social Case Study Report  From the Local Social Welfare and
and endorsement from the Local Social Development Officer who has
Welfare and Development Office jurisdiction on the area of the
(LSWDO) applicant.
11. Signed Memorandum of Agreement  From the concerned DSWD Office
(MOA) between the DSWD and the and/or C/MSWDO of the concerned
LSWDO of the concerned LGU stating LGU
therein their commitment to monitor the
applicant’s solicitation activities and to
submit post reportorial requirements to
the issuing DSWD office.
12. Approved and notarized board  https://www.dswd.gov.ph/issuances/
resolution or other written authorization MCs/MC_2021-005.pdf
for the solicitation activity which shall
ensure strict compliance to the standard Annex 10 - DSWD-SB-PSF-008:
ratio of fund utilization (Annex 20) or Board Resolution
Pledge of Commitment for Individuals
(Annex 11) Annex 11 - DSWD-SB-PSF-009:
Pledge of Commitment
13. Fund Utilization Report (Annex 12) of  https://www.dswd.gov.ph/issuances/
proceeds and expenditures MCs/MC_2021-005.pdf
Annex 12 - DSWD-SB-PSF-010:
Fund Utilization Report
14. Official Receipt as proof of payment of  From the applicant as issued by the
processing fee issued by the concerned concerned Field Office
DSWD-FO Finance Management
Service/Unit (FMS/U)
15. Certification from the Barangay, City  Concerned LGU where the applicant
or Municipality from where the applicant is based.
Person, Corporation, Organization or
Association is based, is not in any way
connected, engaged or involved in any
activity/action against the government per
Anti-Terrorism Act of 2020.
Note to Applicant: The acceptance of application documents does not imply that the
application is already approved. The applicant must satisfy the assessment indicators
based on DSWD Memorandum Circular No. 05 series of 2021.
FEES
1. Secure 1. Client secures None *5 minutes Support Staff –
Page 295 of 629

application form thru or provided with Standards Section
the DSWD Website application form DSWD Field Office
or from the Field and checklist of
Office requirements
2. Payment of 2. Receive payment Php *10 minutes Receiving Staff –
Processing Fee for the required 1,000. Cash Division
processing fee and 00 Finance Service
issue official receipt Unit
(OR) DSWD Field Office
3. Submit/file If Complete and None 15 minutes Focal Person –
application Compliant: Standards Section
documents DSWD Field Office
3.1a Receive the
documentary
requirements and
provide the
organization an
acknowledgment
receipt and log the
receipt of
application
documents into the
Document
Tracking System.
If found incomplete None 3 days Focal Person –
or non-compliant, Standards Section
DSWD Field Office
3.1 b
Communicate with
the applicant citing
reason/s for non-
processing and
denial.
3.2Return all
documents
submitted
accompanied by a
letter providing
technical
assistance and a
checklist of
requirements for
applicant
Organization’s
compliance.
Note: Application documents received after 3:00 PM shall be considered as a next working day transaction.
4. Wait for the result 4.1 Endorse None 7 days Focal Person –
of the assessment complete Standards Section
Page 296 of 629

application DSWD Field
documents Office/Section
including copy of Head/Division
official receipt Chief/Regional
Director
representing
DSWD Field Office
payment of Technical Staff –
processing fee Standards
together with the Compliance and
assessment report Monitoring Division
to the Standards (SCMD), Division
Bureau – DSWD Chief, Bureau
Central Office Director -
4.2 Review and None 2 days, 6 Standards Bureau
validate application hours and 30
documents for minutes
compliance to
requirements,
prepare
Permit/Certificate
of Authority to
Conduct National
Fund Raising and
endorsed the
same to the
Undersecretary
concerned for
recommending her
approval
4.3 Endorse None 1 day DSWD – Central
application Office
documents and Assistant Secretary
Permit/Certificate
of Authority to
Conduct National
Fund Raising
Campaign to the
office of the
Undersecretary
with
recommendation
for approval and
signing of
Permit/Certificate
of Authority to
Conduct National
Fund Raising
Campaign
Page 297 of 629

Note: If
disapproved,
return to the
Standards Bureau
and provide
reason for
disapproval
4.4 Endorse None 1 day Undersecretary
application
documents and
Permit/Certificate
of Authority to
Conduct National
Fund Raising
Campaign to the
office of the
Secretary with
recommendation
of approval and
signing of
Permit/Certificate
of Authority to
Conduct National
Fund Raising
Campaign
Note: If
disapproved,
return to the
Standards Bureau
and provide
reason for
disapproval
4.5 Approval and None 2 days DSWD Secretary or
signing of Authorized
Permit/Certificate Representative
of Authority to
Conduct National
Fund Raising
Campaign by the
Secretary or
his/her authorized
representative.
Note: If
disapproved,
return to the
Standards Bureau
Page 298 of 629

and provide
reason for
disapproval
If disapproved to None 3 days Technical Staff –
requirements: Standards
1.1 Call the Compliance and
attention of the Monitoring Division
(SCMD), Division
concerned DSWD
Chief, Bureau
Field Office and Director -
communicate Standards Bureau
citing reasons for DSWD Central
non- processing Office
and denial.
5. Issuance of 5.1 Notify the None 1 hour and 30 Focal Person –
Permit Applicant minutes Standards
Organization on Compliance and
the approved Monitoring Division
(SCMD), Division
National
Chief, Bureau
Fundraising Director -
Campaign Standards Bureau
Authority/Permit DSWD Central
through Conforme Office
Letter
5.2 Issues the
National
Fundraising
Campaign
Authority/Permit or
the Denial Letter
5.3 Notify DSWD
Field Office
concern for
monitoring and
validate the
conduct of
solicitation
activities of
applicants to
determine whether
solicitation activity
is in accordance
with the issued
permit.
TOTAL
Complete but Non-Compliant and/or P1,000 Three (3) days
incomplete submission
Incomplete Submission None 30 minutes
**This does not include the travel time of documents from the DSWD Field Office to the Central Office, and vice versa.
Page 299 of 629

6. Issuance of Certificate of Authority to Conduct Fund Raising
Campaign to Individual, Corporation, and Organization:
Regional Regular Permit
The process of assessing the applicant person, corporation, organization or

association’s eligibility for Solicitation Permit to conduct Regional Fund Raising
Campaign in Normal Situation

Classification: Complex Transaction
Transaction:
Who may avail: Person/s whose child, relative or friend ailing of chronic ailments
as endorsed by the LSWDO or a SWDA; non-stock, non-profit
organizations; regional offices of government agencies (GAs),
GOCCs and LGUs; and, SWDAs with updated/valid Certificate of
Registration, License to Operate and/or Accreditation
A. For Person/s whose child, relative or friend ailing of a chronic ailment as
endorsed by the Local Social Welfare and Development Office (LSWDO)
1. One (1) Duly Accomplished Application • Standards Section (SS) of the concerned
Form signed by the Agency Head or DSWD Field Office
his/her authorized representative
• https://www.dswd.gov.ph/downloads-
formsdownloads-public solicitation forms/ or;
https://www.dswd.gov.ph/issuances/MCs/M
C_2021005.pdf
Annex 2 - DSWD-SB-PSF-001: Application

Form
2. Project Proposal including the Work • https://www.dswd.gov.ph/downloads-
and Financial Plan (WFP) for the intended formsdownloads-public solicitation forms/ or;
public solicitation, approved by the Head
of Agency https://www.dswd.gov.ph/issuances/MCs/M
C_2021005.pdf
Annex 5. DSWD-SB-PSF-003: Project

Proposal
3. Notarized Written Agreement or any  Applicant
similar document signifying the intended
beneficiary/ies concurrence as recipient of
the fundraising activities.
For children beneficiaries, only the

parent/s of the child/children or
maternal/paternal relative/s may sign the
Page 300 of 629

document in behalf of the child.
4. Duly signed Social Case Study Report  Applicant
and endorsement from the Local Social
Welfare and Development Office
(LSWDO)
5. Medical Certificate/Abstract and/or  Applicant
Treatment Protocol signed by the
attending physician or the hospital’s
record section
6. Signed Memorandum of Agreement  Applicant
(MOA) between the DSWD and the
LSWDO of the concerned LGU stating
therein their commitment to monitor the
applicant’s solicitation activities and to
submit post reportorial requirements to
the issuing DSWD office.
7. Pledge of Commitment for Individuals • https://www.dswd.gov.ph/downloads-
(Annex 11) formsdownloads-public solicitation forms/ or;
C_2021005.pdf
Annex 11 - DSWD-SB-PSF-010: Pledge of
Commitment
8. Fund Utilization Report for those • https://www.dswd.gov.ph/downloads-
applying for renewal of their solicitation formsdownloads-public solicitation forms/ or;
permit (Annex 12). https://www.dswd.gov.ph/issuances/MCs/M
C_2021005.pdf
Annex 12 - DSWD-SB-PSF-010: Fund
Utilization Report
9. Official Receipt as proof of payment of  Applicant
processing fee issued by the concerned
10. Certification from the Barangay, City  Concerned LGU where the applicant
or Municipality from where the applicant is based.
B. For Person/s whose child, relative or friend ailing of a chronic ailment as
endorsed by a registered, licensed and/or accredited Social Welfare and
Development Agency (SWDA)
Page 301 of 629

C_2021005.pdf

Form
and Financial Plan (WFP) for the intended formsdownloads-public solicitation forms/ or;
public solicitation, approved by the Head
of Agency https://www.dswd.gov.ph/issuances/MCs/M
C_2021005.pdf
Annex 5. DSWD-SB-PSF-003: Project

Proposal
the fundraising activities.
For children beneficiaries, only the

parent/s of the child/children or
document in behalf of the child.
4. Endorsement or Certification from  Applicant
Licensed and Accredited SWDA allowing
an individual to solicit funds under their
name or responsibility
5. Board Resolution or any document • https://www.dswd.gov.ph/downloads-
authorizing the conduct of public formsdownloads-public solicitation forms/ or;
solicitation
C_2021005.pdf
Annex 10 - DSWD-SB-PSF-008: Board

Resolution
applying for renewal of their solicitation formsdownloads-public solicitation forms/ or;
permit (Annex 12). https://www.dswd.gov.ph/issuances/MCs/M
C_2021005.pdf
Utilization Report
8. Certification from the Barangay, City or  Concerned LGU where the applicant
Page 302 of 629

Municipality from where the applicant is based.
C. For Non-Stock, Non-Profit Corporations, Organizations or Associations
formsdownloads-public solicitation forms/
or;
C_2021005.pdf

Form
and Financial Plan (WFP) for the intended formsdownloads-public solicitation forms/
public solicitation, approved by the Head or;
of Agency
C_2021005.pdf
Annex 5 - DSWD-SB-PSF-003: Project

Proposal
3. Certified True Copy (CTC) of Certificate  Applicant
of Registration with SEC which has
jurisdiction to regulate the endorsing
SWDA, and Articles of Incorporation and
By-Laws, if new applicant
4. Updated Certificate of Good Standing,  Applicant
or Updated Certificate of Corporate Filing/
Accomplished SEC General Information
Sheet (GIS) from any of the
abovementioned regulatory government
agency that has jurisdiction to regulate
the applying organization or agency.
5. Updated Profile of Governing Board or • https://www.dswd.gov.ph/downloads-
its Equivalent in Government formsdownloads-public solicitation forms/ or;
Organizations
C_2021005.pdf
Annex 6 - DSWD-SB-PSF-004: Profile of
Page 303 of 629

Governing Board
solicitation
C_2021005.pdf

Resolution
the fundraising activities. For children
beneficiaries, only the parent/s or
document in behalf of the child
8. Pledge of Commitment • https://www.dswd.gov.ph/downloads-
C_2021005.pdf
Annex 11 - DSWD-SB-PSF-009: Pledge of

Commitment
9. Endorsement or Certification from any  Applicant
but not limited to the following agencies
that allow/s applicant to undertake
solicitation activities in their agency’s
jurisdiction, as applicable:
a. Director of Private Schools
b. Schools Superintendent of Public

School
c. Head or authorized representative of

National Government Agencies (NGAs)
d. Head or authorized representative of

Local Government Unit (LGU)
e. Bishop/Parish Priest/Minister or Head

of Sect or Denomination
f. Others
10. Fund Utilization Report of proceeds
and expenditures • https://www.dswd.gov.ph/downloads-
Page 304 of 629

or;
C_2021005.pdf

Utilization Report
11. Sample of additional specific  Applicant
requirements for each methodology to be
used, such as:
a. Ticket, Ballots, Cards and similar forms
b. Donation Boxes, Coin Banks and other

similar forms
c. Benefits show such as fashion show,

concert and similar activities
d. Photo or Painting Exhibits and similar

activities
e. Written request such as envelops,

letters of appeal, greeting cards and
similar forms
f. Text message, e-mail, online post and

other types of solicitation using electronic
devices
g. Mass media campaign through radio,

television, cinema, magazines,
newspapers, billboards and other similar
forms
h. Sport activities for a cause such as fun

run, marathon, cycling and similar
activities
i. Rummage sale, garage sale, sale of

goods and other similar forms
DSWD CO-FO Finance Management Unit
(FMU) Applicant
13. Certification from the Barangay, City • Concerned LGU where the applicant is
Page 305 of 629

or Municipality from where the applicant based.
D. For Regional Offices of Government Agencies (GAs), government owned and
controlled corporations (GOCCs), and Local Government Units (LGUs) desiring to
solicit funds
or;
C_2021005.pdf

Form
of Agency
C_2021005.pdf

Proposal
3. Written authorization from Head of  Applicant
Government Agency for the intended
solicitation activity that also ensure strict
compliance to the standard ratio of funds
utilization
applying for renewal of their solicitation formsdownloads-public solicitation forms/
permit (Annex 12) or;
C_2021005.pdf

Utilization Report
Page 306 of 629

used, such as:

similar forms


activities

similar forms

devices

forms

activities

(FMU) Applicant
E. For Social Welfare and Development Agency (SWDA) with updated/valid
registration, licensing and/or accreditation
or;
C_2021005.pdf
Page 307 of 629

Form
of Agency
C_2021005.pdf

Proposal
solicitation
C_2021005.pdf

Resolution
the fundraising activities. For children
beneficiaries, only the parent/s or
document in behalf of the child
5. Endorsement or Certification from  Applicant
Licensed and Accredited SWDA allowing
an individual to solicit funds under their
name or responsibility
6. Fund Utilization Report of proceeds • https://www.dswd.gov.ph/downloads-
and expenditures formsdownloads-public solicitation forms/
or;
C_2021005.pdf

Utilization Report
used, such as:
Page 308 of 629

similar forms


activities

similar forms

devices

forms

activities

(FMU) Applicant
9. Certification from the Barangay, City or • Concerned LGU where the applicant is
Municipality from where the applicant based.
based on DSWD Memorandum Circular No. 05 Series of 2021.
FEES
A. Facilitation Procedures after receipt of complete application documents from the
applicant of Regional Public Solicitation Permit at the concerned DSWD Field Office
1 Submit Application 1.1 Standards None 2 Hours Standards Section
Page 309 of 629

Section concerned Technical Staff
Technical Staff
reviews the
completeness and
correctness of the
submitted
application
documents based
on the checklist
received either
personally, thru
courier or e-mail
1.2 a If complete,
forward application
documents to the
Standards Section
Support Staff, for
tracking
1.2b If incomplete,
the Technical Staff
of Standard
Section of the
concerned DSWD-
FO shall then
provide the
applicant with the
necessary
technical
assistance to
rectify the gap
and/or submit
lacking
requirements.
Provides applicant
with checklist of
requirements
2 Receives 2.1 Receives None 1 hour Standards Section
reference number application Support Staff
for tracking documents and
logs its receipt into
the document
tracking system
2.2 Provides the
applicant with
document
reference number
for easy tracking
either in person,
Page 310 of 629
courier or e-mail.
2.3 Prepares
billing statement
for the payment of
the processing fee
to Cash Section
2.4 Provide
instruction to the
applicant to pay
the processing fee
at the Cash
Section of the
DSWD Field Office
If the application
documents are
received via
courier or e-mail,
inform the
Standards Section
Technical staff to
inform applicant for
the payment of the
processing fee
3 Proceeds to the 3. Cash Section Php 1 hour Cash Section
Cash Section or to accepts payment 500.00 Cashier/ Support
the nearest LBP for processing fee Staff
Branch or via online and issue official
and pay the receipt and provide
processing fee of instruction to
PhP500.00 return a photocopy
of the receipt to
the Standards
Section
4 Submit OR to 4.1 Receives None 1 hour Standards Section
Standards Section photocopy of the Support Staff
official receipt for
the processing fee
and attached the
same to the
application
documents
4.2 Routes the
complete
application
documents
including
photocopy of
Page 311 of 629

official receipt to
the Head of the
Standards Section
Note: Application documents received after 3:00 PM shall be considered as a next
working day transaction
5. Waiting for the 5.1 Provides None 4 hours Section Head
result of the written notes/
application instructions for
appropriate action
of the concerned
Standards Section
Technical Staff
5.2 Endorse
application
documents to the
concerned
Standards Section
Technical Staff, for
appropriate action
5.3 Standards
Section concerned
technical staff
receives
application
documents and
conducts
assessment of the
application for the
issuance of
solicitation permit
5.4 Acknowledges None 1.5 days Technical Staff
receipt of Standards Section
application
documents and
transmit it thru e-
mail or courier
If found eligible
and compliant,
facilitates the
preparation of
Solicitation
Permit/Certificate
of Authority to
Conduct Fund
Raising Campaign
and Conforme
Page 312 of 629

Letter and endorse
the same to the
Section Head for
review.
If found non-
eligible,
noncompliant or
both, technical
staff immediately
or within the day of
receipt of
application provide
the applicant with
technical
assistance on fund
raising
requirements per
M.C. 5 series of
2021 to rectify the
gap and/or submit
lacking
requirements
5.6 Takes proper None 1 day Section Head
action relative to Standards Section
the inputs/
comments/
correction provided
by either the
Section Head,
Division Chief or
the Regional
Director for
application
documents and
Solicitation
Permit/Certificate
of Authority to
Conduct Fund
Raising Campaign
not found in order
and return the
same to the
Section Head for
onward
endorsement to
the concerned
Division Chief
Page 313 of 629

5.7 Section Head None 1 day Division Chief
receives and Concerned Division
reviews the
application
documents
including the
prepared
Solicitation Permit/
Certificate of
Authority to
Conduct Fund
Raising Campaign
endorsed by the
technical staff.
If found in-order,
affix her initial and
endorse the same
to the concerned
Division Chief for
further review
and/or onward
endorsement to
the Office of the
Regional Director,
for approval and
signature
If found not in-

order, provide
comments/inputs/c
orrections and
return the same to
the technical staff
5.8 Logs its receipt None 30 minutes Office of the
to the Document Regional Director
Tracking System Support Staff
5.9 Route None 1.5 days Regional Director
application DSWD Field Office
documents
including prepared
Certificate of
Authority to
Conduct Fund
Raising Campaign
to the Division
Chief
Page 314 of 629

Concerned
Division Chief
receives and
reviews application
for solicitation
permit and the
prepared
Solicitation
Permit/Certificate
of Authority to
Conduct Fund
Campaign.
If found in-order,
endorsed the
same to the Office
of the Regional
Director for
approval and
signature
If found not in-
order, return the
same to the
Standards Section
for proper action
5.10 Logs its
receipt to the
Document
Tracking System
5.11 Route
application
documents
including prepared
Certificate of
Authority to
Conduct Fund
Raising Campaign
to the Regional
Director
5.12 The Regional
Director reviews
application
documents
including the
prepared
Certificate of
Page 315 of 629

Authority to
Conduct Fund
Raising Campaign
If found in order,
the Regional
Director approves
application for
solicitation permit
and signs the
prepared
Solicitation
Permit/Certificate
of Authority to
Conduct Fund
Raising Campaign
and transmit the
same to the
Standards Section
for issuance
If found not in
order, return the
same to the
Standards Section
through the
concerned Division
Chief for
appropriate action
5.13 Logs the 20 minutes Concerned Division
receipt of the Chief Support Staff
approved
Solicitation Permit
/Certificate of
Authority to
Conduct Fund
Raising Campaign
to the Document
Tracking System
5.14 Endorse the
same to the
Standards Section
Head, for further
instructions
5.15 Receives 1 hour Section Head
approves Standards Section
Certificate of
Page 316 of 629

Authority to
Conduct Fund
Raising Campaign
and endorse the
same to the
concerned
Standards Section
Technical Staff
and provide
instructions to the
Standards Section
Technical Staff for
its release to
applicant
5.16 Receives 4 hours Standards Section
approved Technical Staff
application for
solicitation permit
and the signed
Certificate of
Authority to
Conduct Fund
Campaign and
issue the same to
the eligible and
compliant
applicant
5.17 Issue and e-
mail the approved
Solicitation
Permit/Certificate
of Authority to
Conduct Fund
Raising Campaign
including the
Conforme Letter to
the applicant
5.18 Facilitates the
accomplishment of
the Customer
Satisfaction
Survey to the
applicant for the
services rendered
and ensures its
return to the
Standards Section
Page 317 of 629

for consolidation
5.19 Provides a
copy of the issued
permit to the
Records and
Archives
Management Unit
(RAMU) of the
Administrative
Division
Step 6: Receipt of 6.1 Issuance of the None 10 minutes Standards Section
the signed and Solicitation Permit Technical/ Support
approved to the successful Staff
Solicitation Permit applicant
Applicant
6.2 Acknowledge/
receives signed
and approved
Solicitation Permit
and sign Conforme
Letter
6.3 Transmit
signed Conforme
Letter to the
Standards Section,
DSWD Regional
Office
Total No. of Days Seven (7) working days
Complete but Non-Compliant and/or P500.0 Three (3) working days
Incomplete Submission 0
*The number of minutes shall be included on the total 7 working days.
** This does not include the travel time of documents from the DSWD Field Office to
the Applicant, and vice versa.
Page 318 of 629

7. Issuance of Certificate of Authority to Conduct Fund Raising
Campaign to Individual, Corporation, organization and
Association: Regional Temporary Permit During State of
Emergency / Calamity
The process of assessing the applicant person, groups, corporation, organization or

association’s eligibility for Solicitation Permit to conduct Regional Fund Raising
Campaign during State of Emergency/Calamity.

Type of Government to Client (G2C)
Transaction:
Who may avail: Person/s, group/s, corporations whether profit or non-profit,
organizations or associations desiring to solicit or receive
contributions for charitable, social and public welfare purposes
A. For Person/s desiring to solicit or receive contributions for response to victims
of state of emergency/calamity
or;
C_2021005.pdf

Form
of Agency
C_2021005.pdf

Proposal
3. Undertaking to comply with the • https://www.dswd.gov.ph/downloads-
remaining requirements during the validity formsdownloads-public solicitation forms/
of the issued solicitation permit or;
C_2021005.pdf
Page 319 of 629

Annex 7 - DSWD-SB-PSF-006: Undertaking
4. Fund Utilization Report for those
applying for renewal of their solicitation • https://www.dswd.gov.ph/downloads-
permit (Annex 12) formsdownloads-public solicitation forms/
or;
C_2021005.pdf

Utilization Report
5. Additional Requirements for Persons  Applicant
a. Two valid government issued

Identification Cards
b. Barangay Certification attesting to the

applicants integrity and capability to
launch a fund raising activity
(FMU) Applicant
B. For Person/s representing an unorganized/unregistered group
his/her authorized representative.
or;
C_2021005.pdf

Form
Page 320 of 629

of Agency
C_2021005.pdf

Proposal
C_2021005.pdf

or;
C_2021005.pdf

Utilization Report
5. Additional Requirements for Persons  Applicant
representing an informal/unorganized
group
a. Two valid government issued

Identification Cards
b. Barangay Certification attesting to the

applicants integrity and capability to
launch a fund raising activity
c. Endorsement Letter from the group the

person is representing with
(FMU) Applicant
Page 321 of 629

C. For Corporations, Organizations or Associations including SWDAs and
Religious Organization
or;
C_2021005.pdf

Form
of Agency
C_2021005.pdf

Proposal
C_2021005.pdf

or;
C_2021005.pdf

Utilization Report
used, such as:
Page 322 of 629


similar forms


activities

similar forms

devices

forms

activities

(FMU) Applicant
D. For Regional Offices of Government Agencies (GAs), government owned and
controlled corporations (GOCCs), and Local Government Units (LGUs) desiring to
solicit funds
Page 323 of 629

or;
C_2021005.pdf

Form
of Agency
C_2021005.pdf

Proposal
C_2021005.pdf

or;
C_2021005.pdf

Utilization Report
used, such as:

similar forms
Page 324 of 629


activities

similar forms

devices

forms

activities

(FMU) Applicant
FEES
A. Facilitation Procedures for the Issuance of Temporary Regional Public
Solicitation Permit at the Standards Section of the concerned DSWD Field Office
(Walk-in)
1 Submission of 1.1 Determine Php 30 minutes Support Staff –
Application whether the 500.00 Standards Section
submitted DSWD Field Office
documents are
complete.
If complete,
receive the
documentary
requirements and
Page 325 of 629

provide the
organization an
acknowledgement
receipt and log the
receipt of
application
documents into the
Document
Tracking System.
1.2 Prepares
billing statement
for the payment of
the processing fee
to Cash Section
1.3. Instruct the
applicant to settle
the processing fee
at the DSWD Field
Office – Cash Unit.
If incomplete,
return all
documents
submitted
accompanied by a
checklist of
requirements for
applicant
Organization’s
compliance.
working day transaction.
2 Awaits the result 2.1 Review and None 4 hours NFRC Focal
of Assessment conduct Person –
assessment of the Standards Section
submitted – DSWD Field
application Office
documents for
eligibility and
compliance to
documentary
requirements;
May conduct
validation
activities, collateral
interview and/or
agency visit, if
necessary.
Page 326 of 629
If found
compliant to
eligibility and
documentary
requirements
2.2a Prepare
Solicitation
Permit/Certificate
and confirmation
letter of Authority
to Conduct
National Fund
Raising Campaign
for endorsement to
the Office of the
Secretary
2.3a Sign and
endorse the
assessment report,
complete
application
documents and
Certificate of
Authority to
Conduct Fund
Raising Activity to
the Division Chief
for endorsement to
the Office of the
Bureau Director
Step 2b – If found
noncompliant to
eligibility and
documentary
requirements
2.2b Return
application
documents to the
applicant with a
letter citing
reasons for
disapproval with
technical
assistance on how
to rectify
noncompliance
Page 327 of 629

and/or submit
lacking
requirements.
2.3b Review and
Sign the letter
citing reasons for
disapproval with
technical
assistance on how
to rectify non-
compliance and/or
submit lacking
requirements.
3 Awaits the result 3.1 Review and None 3 hours Charm Suzette
of application Sign assessment Gregorio
report with Standards Section
complete Head
application
documents
3.2 Prepared
Certificate of
Authority to
Conduct Regional
Fund Raising
Campaign
3.3 Endorse to the
Office of the
Division Chief
Supervising the
Standards Section
4 Awaits the result 4.1 Review and None 3 hours Mark Garcia
of application Sign assessment OIC, PPD
report with
complete
application
documents and
Certificate of
Authority to
Conduct Regional
Fund Raising
Campaign
4.2 Endorse the
same to the Office
of the Regional
Director with
recommendation
for approval and
Page 328 of 629

signing of
Permit/Certificate
of Authority to
Conduct Regional
Fund Raising
Campaign
6 Awaits the result Approve and sign None 5 hours Monina Josefina H.
of application Solicitation Permit/ Romualdez
Certificate of Regional Director
Authority to
Conduct Regional
Fund Raising
Campaign
7 Receive the Release/ transmits None 30 minutes Standards Section
Certificate the – DSWD Field
approved/signed Office
permit to the
applicant with a
letter of instruction
to provide
orientation
conforming to the
standard operating
procedures (SOP)
in the inventory,
monitoring and
utilization of
solicited funds
TOTAL: Complete and Compliant P500 Two (2) working days
Complete but Non-Compliant and/or P500 6 hours
Incomplete Submission
B. Processing Procedures of Applications submitted at Field Office through
Mail/Courier
1 Send the 1 Log receipt into None *10 minutes Standards Section
Application Form the Document Support Staff in-
together with the Tracking System. charge of incoming
prescribed This shall be route documents
documentary to the Assigned
requirements Technical Staff.
through Mail or
Courier to the
concerned DSWD
Field Office who has
jurisdiction on the
area for Solicitation.
Page 329 of 629

2 Awaits the result 2.1 Review and None 4 hours NFRC Focal
of Assessment conduct Person –
assessment of the Standards Section
submitted – DSWD Field
Office
application
documents for
eligibility and
compliance to
documentary
requirements;
May conduct
validation
activities, collateral
interview and/or
agency visit, if
necessary.
Step 2a – If found
compliant to
eligibility and
documentary
requirements
2.2a Prepare
Solicitation
Permit/Certificate
and confirmation
letter of Authority
to Conduct
National Fund
Raising Campaign
for endorsement to
the Office of the
Secretary
2.3 Sign and
endorse the
assessment report,
complete
application
documents and
Certificate of
Authority to
Conduct Fund
Raising Activity to
the Division Chief
for endorsement to
Page 330 of 629

the Office of the
Bureau Director
If found non- None 2 hours NFRC Focal
compliant to Person –
eligibility and Standards Section
documentary – DSWD Field
requirements Office
2.2b Return
application
documents to the
applicant with a
letter citing
reasons for
disapproval with
technical
assistance on how
to rectify
noncompliance
and/or submit
lacking
requirements.
3 Awaits the result 3.1 Review and None 3 hours Charm Suzette
of application Sign assessment Gregorio
report with Standards Section
complete Head
application
documents
3.2 Prepared
Certificate of
Authority to
Conduct Regional
Fund Raising
Campaign
3.3 Endorse to the
Office of the
Division Chief
Supervising the
Standards Section
4 Awaits the result 4.1 Review and None 3 hours Mark Garcia
of application Sign assessment OIC, Policy and
report with Plans Division
complete
application
documents and
Certificate of
Authority to
Page 331 of 629

Conduct Regional
Fund Raising
Campaign
4.2 Endorse the
same to the Office
of the Regional
Director with
recommendation
for approval and
signing of
Permit/Certificate
of Authority to
Conduct Regional
Fund Raising
Campaign
5 Awaits the result Approve and sign None 5 hours Monina Josefina H.
of application Solicitation Permit/ Romualdez
Certificate of Regional Director
Authority to
Conduct Regional
Fund Raising
Campaign
6 Receive the Release/ transmits None 30 minutes Standards Section
Certificate the – DSWD Field
approved/signed Office
permit to the
applicant with a
letter of instruction
to provide
orientation
conforming to the
standard operating
procedures (SOP)
in the inventory,
monitoring and
utilization of
solicited funds
Total: Complete and complaint P500 Two (2) working days
Complete but Non-Compliant and/or P500 5 hours
Incomplete Submission:
Incomplete None 30 minutes
Note 1: If the concerned FO is affected by the Emergency situation, the application can be filed
directly at the DSWD Standards Bureau – DSWD Central Office
Note 2: Applications for Regional Temporary Solicitation Permit is waived during Disasters/
Calamities amidst State of National Emergency shall follow the same facilitation procedures.
However, during these instances, the payment of the processing fee is waived in 332avour of the
Applicant
Page 332 of 629

8. Registration of Social Welfare and Development Agencies
(SWDAs) Operating in One Region
The process of assessing the applicant person/individual, corporation, organization

or association operating only in one region whether its intended purpose is within the
purview of social welfare and development.
Office or Division: DSWD Field Office – Standards Section

Type of • Government to Client (G2C)
Transaction: • Government to Government (G2G)
Who may avail: All eligible person/individual, corporation, organization or
association intending/ already engaging in SWD activities in One
(1) region
10. One (1) Duly Accomplished and  Any DSWD Field Office – Standards
Notarized Application Form Section (Regions I, II, III, IV-A, V, VI,
(Note: Per Secretary’s advisory, VII, VIII, IX, X, XI, XII, CAR, Caraga,
during state of public health MIMAROPA & NCR)
emergency, Application need not
be notarized)  https://www.dswd.gov.ph/downloads
2/publications1 Annex 1. DSWD-
RLA-F001 Application Form for
Registration
10. Updated Copy of Certificate of  Securities Exchange Commission
Registration and latest Articles of (SEC) – Company Registration and
Incorporation and By Laws, indicating Monitoring Department Secretariat
that the organization’s primary purpose Building, PICC Complex, Roxas
is within the purview of social welfare
Boulevard, Pasay City, 1307
and development issued by SEC that
gives a juridical personality to a non-
stock non-profit organization to operate  Any SEC Extension Office (Baguio
in the Philippines. City, Tarlac City, Legazpi City, Cebu
City, Iloilo City, Cagayan De Oro
*Not applicable to Government City, Davao City, Zamboanga City)
Agencies.
3. Copy of any of the following:
3.1 Handbook or Manual of  https://www.dswd.gov.ph/downloads2
Operations of its programs, policies /publications1 Annex 4. DSWD-RLA-
and procedures to attain its F004
purposes. Manual of Operation
10.3 Brochure  https://www.dswd.gov.ph/downloads2
/publications1 Annex 5. DSWD-RLA-
F005
Brochure
3.3 Duly signed Work and Financial  https://www.dswd.gov.ph/downloads2
Page 333 of 629

Plan ( for two succeeding years) by /publications1 Annex 9. DSWD-RLA-
the Head of Agency F009
Work and Financial Plan
4. Copy of Official Receipt (OR) of  Applicant
processing fee on registration
amounting to P 1,000.00
Note to Applicant: The acceptance of application documents does not imply that the application
is already approved. The applicant must satisfy the assessment indicators for Registration based
on DSWD Memorandum Circular No. 17 Series of 2018.
FEES
A. Assessment Procedures for Walk-in Applicants
1. Secure Provided the client Support Staff
application form with application None -- (Standards
thru the DSWD form and checklist Section- Field
Website or from the of requirements Office)
DSWD Field Office
10.3 Submit/ file 10.3 Determine
application whether None 30 minutes
Support Staff in
and the charge of all
supporting submitted incoming
documents. document documents
s are (Standards
complete. Section- Field
2.2 For applicant Office)
organization with 10.3 If complete,
complete receive the
Officer of the day
requirements, documentary (Standards
receive the requirements Section- Field
acknowledgement and provide Office)
receipt of the the
submitted organization
requirements. an
acknowledge
10.3 For incomplete ment receipt
requirements, and log the
the applicant receipt of
organization application
shall sign the documents
acknowledgme into the
nt of the Document
returned Tracking
documents and System.
the checklist of
the lacking 1.1. Logs
requirements its receipt in
Page 334 of 629

the document
tracking
system
(DTMS).
1.2. Provi
des
the walk-in
applicant with
document
reference
number for
easy tracking.
1.3. If
incomplete,
return all
documents
submitted
accompanied
by a checklist
of
requirements
for
applicant
10. If Prepares billing None 10 minu Support Staff in
Complete, statement tes charge on the
issuance of Billing
Settle the
Statement
required (Standards
processin Section- Field
g fee and Office)
make Process payment ₱1,00 20 minutes Cashier
payments and issues Official 0.00 (Cashier Section-
to Cash Receipt. FO)
Section or
thru
online.
10. Provide the Attach the None 5 minutes Support Staff in

DSWD Standards photocopy of the charge on the
Section the issuance of Billing
official receipt of
photocopy of the Statement
the processing (Standards
Official Receipt
(OR). fee. Section- Field
Office)
Page 335 of 629

5. Ensure that the Provides the None 5 minutes Standards
Client Satisfaction applicant the Section Support
Measurement Form Client Satisfaction Staff/Technical
Measurement Staff
is duly (Standards
Form
accomplished and Section- Field
emailed/via courier Office)
by the applicant to
the Standards
Bureau
Note: Application documents received after 3:00 PM shall be considered as a next working day
transaction.
6. Wait for the result 1.1 Routes to None 25 minutes Support Staff
of the assessment. Standards (Standards
Section the Section- Field
Application Office)
Documents.
1.2 Receives None 30 minutes Standards
incoming Section Head
applications (Standards
and assigns to Section- Field
concerned Office)
technical staff.
1.3 Conducts desk None 3 hours Assigned
review of the Technical Staff
(Standards
received
Section- Field
application as Office)
to
completeness
and
compliance.
The submitted
documents
must satisfy
the criteria that
the applicants
must be
engaged
mainly or
generally in
Social Welfare
and
Development
Activities.
Other
supporting
Page 336 of 629

documents
may be
requested to
the applicant
SWDA to
support the
said criteria. If
complete and
compliant,
notify the
applicant
SWDA on the
payment for
processing fee.
1.4 If incomplete,
prepares an
acknowledgem
ent letter with
checklist of
documents
indicating the
lacking
requirement.
Preparation of None
the 5 hours and 25 Assigned
Confirmation minutes Technical Staff
Report with (Standards
attached draft Section- Field
Certificate of Office)
Registration and
printing of
Security Paper(
SECPA).
Review and None 7 hours Standards
approval of the Section Support
Confirmation Staff/Standards
Report; Section Head/ PPD
Endorsement for Chief/ ORD
Support Staff/
Approval of the Regional Director
Registration (Field
Certificate Office)
7. Signs in the Releasing of the
None 30 minutes ORD / ARDA /
logbook for Certificate of Standards
received certificate Registration to the Section
thru pick-up. SWDA
Page 337 of 629

TOTAL: P1,00 3 working days
0.00
For Complete and Compliant
For incomplete Submission
Walk-in none 30 minutes
Courier: 2 days
B. Processing Procedures of Applications submitted at Standards Section
through Mail/Courier
10. Send the 1.1. “Received” None 30 minutes Support Staff
Application stamp the (Standards
Form document and Section- Field
together Office)
logs its receipt
with the into the
prescribed document
documenta
tracking
ry
requireme system.
nts
through 1.2. Endorse the
Mail or document
Courier to: to section
head.
Standards Section
(Room 204)
DSWD- Field Office
NCR
389 San Rafael cor.
Legarda St.
Sampaloc Manila
transaction.
2. Wait for the result 2.1 Receives None 30 minutes Standards

of documents incoming Section Head
review. (Standards
applications and
Section- Field
assigns to Office)
concerned
technical staff.
Provides
notes/
instructions for
action to
concerned
technical staff.
2.2 Review the None 3 hours Technical Staff
Page 338 of 629

submitted (Standards Section
documents as to Field Office)
completeness and
compliance, both
in form and
substance. The
submitted
documents must
satisfy the criteria
that the applicants
must be engaged
mainly or
generally in Social
Welfare and
Development
Activities. Other
supporting
documents may
be requested to
the applicant
SWDA to support
the said criteria.
2.3 If complete and
compliant, notify
the SWDA on the
payment for
processing fee.
2.4 If incomplete,
an
acknowledgment
letter with checklist
of requirements
shall be returned
to the applicant
4. Wait for the result 4.1 Prepares the None 5 hours and 25 Support Staff in
of the assessment. Confirmation minutes charge of incoming
Report with documents
(Standards Section
attached – Field Office)
Certificate of
Registration in
Security Paper
(SECPA) and
duplicate copy.
4.2 Reviews and 2 hours and 25 Standards Section
provides inputs minutes Head
and endorses the (Standards Section
Page 339 of 629

Confirmation – Field Office)
Report with
attached
Certificate of
Registration in
Security Paper
(SECPA) and
duplicate copy to
the PPD Chief for
initial
4.3 Review and 4 hours and 10 Standards Section
approval of the minutes Support Staff / PPD
Confirmation Chief / ORD
Support Staff /
Report; Regional Director
Endorsement for (Field Office)
Approval of the
Registration
Certificate
5. Receive the Send the None 30 minutes Support Staff
Certificate and Confirmation (Standards Section
confirmation letter. Report and notify – Field Office)
the availability of
the Certificate of
Registration for
release through
various means per
preference
indicated in the
application form.
(direct pick-up or
courier)
Total P1,00 3 working days
For Complete and Compliant: 0.00
For incomplete Submission
Walk-in: None 30 minutes
Courier 2 days
* The number of minutes shall be included on the total 3 working days

** This does not include the travel time of documents from the DSWD Field
Office to the Central Office, and vice versa.
Page 340 of 629

9. Licensing of Private Social Welfare and Development
Agencies (SWDAs)
The process of assessing the qualifications and authorizing a registered SWDA to

operate as a Social Work Agency or as an Auxiliary SWDA operating in one region.
Office or Division: Standards Section

Transaction:
Who may avail: ALL Private SWDAs Intending to Operate in one region
1. One (1) Duly Accomplished and STANDARDS SECTION (Room 204)
Notarized Application Form DSWD- Field Office NCR
Sampaloc Manila
https://www.dswd.gov.ph/downloads-2/
Annex 2. DSWD-RLA-F002 Application
Form for Licensing
10. One (1) set of the following Basic
Documents:
a. A certification of plan to hire  https://www.dswd.gov.ph/downloads-
the required Registered Social 2/ Annex 22. DSWD-RLA-F022
Worker (RSW) or staff Profile of Employees
complement; or (b) Profile of
Employees and volunteers
whichever is applicable
b. Manual of Operation  https://www.dswd.gov.ph/downloads-

containing the SWDAs 2/ Annex 4. DSWD-RLA-F004
program and administrative Manual of Operation
policies, procedures and
strategies to attain its
purpose/s among others
 https://www.dswd.gov.ph/downloads-
c. Profile of Board of Trustees 2/ Annex 21. DSWD-RLA-F021
Profile of Governing Board
d. Certified True Copy of General  Securities Exchange Commission

Information Sheet issued by (SEC) – Company Registration and
SEC (One (1) copy) Monitoring Department Secretariat
Building, PICC Complex, Roxas
e. Notarized certification from the  Board resolution by the Organization
Page 341 of 629

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 https://www.dswd.gov.ph/downloads-2/

the two (2) succeeding years Annex 9. DSWD-RLA-F009 Work and
Financial Plan
3. Additional Requirements
Basic Documents
a. Certified True Copy of the  Photocopy of the Memorandum of

notarized written agreement of Agreement/Contract of Partnership
partnership or cooperation between and Certified by the Head of
the agency and its partner agency e.g. Applicant Organization
MOA, Contract of Partnership, among
others
10. For Applicant SWA’s 2/ Annex 22. DSWD-RLA-F022
implementing Child Placement Profile of Employees
Services
Certification from DSWD or photocopy of

the certificate of training attended by the
hired RSW related to child placement
service.
10. Documents Establishing

Corporate Existence and
Regulatory Compliance
10 For Center-Based (Residential City/Municipal Engineering Office of Local

and Non-Residential Based), Government Unit covering the SWDAs area
copy of the valid safety of operation or Private Engineer
certificates namely:
Office of the Bureau of Fire Protection in the
a. Occupancy permit (only for new City/Municipal Local Government Unit
buildings) or Annual Building covering the SWDAs area of operation
Inspection/Structural Safety Certificate
(for old buildings) City/Municipal Health Office of Local
Government Unit covering the SWDAs area
b. Fire Safety Inspection Certificate of operation or Private Service Provider
Page 342 of 629

c. Water Potability Certificate or Sanitary
Permit
2. For applicant serving within the National Commission of Indigenous People
Ancestral Domains of Indigenous People (NCIP) Regional Office where the NGO
(IP) – Photocopy of NGO Accreditation operates.
from NCIP.
10. For applicant with past and Government Agency where the
current partnership with the Organization implemented or implements
DSWD that involved transfer of projects and programs.
funds
Certification from DSWD Office and/or

other concerned government agencies
that the applicant is free from any
financial liability/obligation
Note to Applicant. The acceptance of application of documents does not imply that the
application is already approved. The applicant must satisfy the assessment indicators for
Licensing based on DSWD memorandum Circular No. 17 Series of 2018.
FEES
Assessment Procedures for Walk-in Applicants
1. Secure 1. Provides client None *10 minutes Officer of the Day/
application form thru application form, Standards Section
the DSWD Website/ and checklist of
Standards Section requirements
2.1. Submit/ file 2.1 Receive the None 20 minutes Officer of the Day
application and documentary Standards Section
supporting requirements and – Field Office)
documents. provide the Support Staff in
charge of all
applicant
incoming
organization with documents
an application
reference number Standards Section
for easy tracking – Field Office
and reference
10.3 Determine
whether
the
submitted
document
s are
complete.
10.3 If complete,
provide the
organization
Page 343 of 629

an
acknowledge
ment receipt
and log the
receipt of
application
documents
into the
Document
Tracking
System
(DTS) for
Standards
Section –
Field Office
2.4 If incomplete,
return all
documents
submitted
accompanied by a
checklist of
requirements for
applicant
organization’s
compliance
3. If complete, settle 3.1 Prepare Billing None 20 minutes Support staff
the required Statement and (Standards
processing fee instruct applicant Section)
to proceed to the
Cashier Section
3.2 Process P1000 15 minutes Cashier Section
payment and
issues Official
Receipt.
4. Provide the 4 Acknowledge the None *15 Minutes Support staff
DSWD Standards photocopy of the (Standards
Section the Official Receipt Section)
photocopy of the from the applicant
Official Receipt (OR) Organization.
5. Accomplish and Provide the None *5 minutes Support staff
drop the Customer’s applicant (Standards
Feedback Form on Organization the Section)
the drop box Customer’s
Feedback Form
Note: Applications received after 3:00pm shall be considered as a next working
day transaction.
Page 344 of 629

6. Wait for the result 6.1 Review the None 2 working days Technical Staff
of the documents submitted (Standards Section
review and notice of documents as to – Field Office)
validation completeness and
assessment compliance, both
in form and
substance. The
submitted
complete
documents must
satisfy the
following Criteria:
i.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
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
interventions in
accordance with
the set
standards.
iii.Applicant must
submit a duly
Page 345 of 629

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
administrative
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 iv
and v are only
applicable for
those SWDAs that
are already in
operation prior to
application for
License to
Operate.
If complete and
compliant
6.2.1 an
acknowledgment
Letter and
Notification on the
proposed schedule
on the conduct of
Validation Visit
shall be prepared.
Page 346 of 629

6.2.2 If found
incomplete or
non-compliant,
Acknowledgement
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.
6.3 Review and None 10 worki Section
approval of the ng Head/Division
Acknowledgement days Chief/Regional
Letter including its Director
attachments) (Standards
Section- Field
Office)
7. Confirm the For those with None *30 minutes Technical Staff
Availability on the requirements that Standards Section-
proposed Validation are complete and Field Office)
Visit compliant,
Confirmation of
Validation Visit.
8. Assist the Conduct of None 1 working days Technical Staff
Assessor during the Validation visit per agreed Standards Section-
conduct of schedule Field Office
Validation visit.
9. Accomplish and Provide the None *5 minutes Technical Staff
place the applicant Standards Section-
Customer’s Organization the Field Office
Feedback Form on a Customer’s
sealed envelope Feedback Form
10. Awaits the 10.1 Prepare None 10 worki Technical Staff /
result of Confirmation ng Standards Section-
the Report days Field Office
licensing
assessmen 10.1.1 If
t favourable, the
Technical Staff
shall draft
Confirmation
Page 347 of 629

Report and Draft
Certificate of
License to
Operate.
10.1.2 If not
favourable, the
Technical Staff
shall detail the
Assessors
Findings and the
agreed compliance
date of the Action
Plan.
10.2 If favourable, None Favourable: 8 Charm Suzette
review and working days Gregorio
approval of the Head, Standards
Confirmation Section
Report and the
Mark Garcia
Draft Certificate of OIC, PPD
License to
Operate. Unfavourable:
2 working days Monina Josefina H.
10.3 If Romualdez
unfavorable, Regional Director
review and
approval of the
Confirmation
Report.
8.4. If favourable, None Favorable: 3 Monina Josefina H.
for approval and working days Romualdez
signature of the Regional Director
Certificate of
License to
Operate.
8.5 If Unfavorable: 2
unfavourable, the working days
Support Staff shall
send the
Confirmation
Report to the
SWDA through
email and via
courier.
8.6 Send the None 1 working day Support Staff
Confirmation (depending on Standards Section-
Report and notify the choice of Field Office
Page 348 of 629

the availability of the applicant)
the Certificate of
License to Operate
for release through
various means per
preference
indicated in the
application form.
(direct pick-up or
courier)
TOTAL
P1,000.00
For Complete and Compliant: 20 working days
For Incomplete Submission: None 17 working days
Processing Procedures of Applications submitted at Standards Section through
Mail/Courier:
1 Send the 1.1 Log receipt into None *15 minutes Support Staff in-
Application Form the Document charge of incoming
together with the Tracking documents
prescribed System (DTS) Standards Section-
Field Office)
documentary for Standards
requirements for Section – Field
Licensing through office. This
Mail or Courier to: shall be the
STANDARDS Assigned
SECTION (Room Technical Staff.
204)
DSWD- Field Office
NCR
389 San Rafael cor.
Legarda St.
Sampaloc Manila
2. Wait for the result 2.1 Review the None 2 working day Technical Staff
of documents review submitted (Standards Section
documents as to – Field Office)
completeness and
compliance, both
in form and
substance. The
submitted
complete
documents must
satisfy the
following Criteria:
i. In case a new
applicant SWDA
applying to operate
Page 349 of 629

a residential care
facility, the
applicant must
establish the need
for a residential
facility serving a
[articular sector
and the absence
or related facility to
the cater them.
(e.g. Situationer)
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
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
administrative
services. The
SWDA must have
a financial capacity
to operate for least
two (2) years.
Page 350 of 629

iv. Applicant keeps
record of all social
development
and/or welfare
activities it
implements.
Note: Criteria iv
and V are only
applicable for
those SWDAs that
are already in
operation prior to
application for
Licensure to
Operate.
2.2 If complete and
compliant, an
Acknowledgement
Letter and
notification on the
proposed schedule
on the conduct of
Validation Visit
shall be prepared.
2.3 If found
incomplete or non-
compliant, the
Acknowledgement
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.
3 Settle the required If found both P1,00 *15 minutes Technical Staff and
processing fee. complete and 0.00 Support Staff
compliant, notify (Standards Section
. the Applicant – Field Office)
Organization that
they have to settle
Page 351 of 629

their processing
fee.
Inform the
applicant
organization that
the processing of
the application
shall start once
they have paid the
required fees and
provided the
Standards Section
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.
Note: The
processes shall
only take place
once the applicant
organizations
settle its payment.
4 Provide the DSWD 4.1 Acknowledge None *15 Minutes Support Staff in
Standards Section the copy of Official charge of incoming
the copy of the Receipt from the documents
Official Receipt SWDA Standards Section-
(OR) through the Field Office
following: 4.2 For the Copy
of OR sent through
* Scanned copy of email: the Support
the official Receipt Staff managing the
to the concerned Official email of the
DSWD Field Offices’ Standards Section
official email shall acknowledge
address with the its receipt.
subject:
4.3 For the Copy
Name of the of OP sent through
Organization: mail / courier: the
Page 352 of 629

Copy of OR for assigned technical
Licensing: Staff shall
acknowledge its
* Hand-carry the receipt.
Photocopy of Official
Receipt
* Courier the
Photocopy of official
Receipt
5. Accomplish and Provide the None *5 minutes Support Staff
drop the Customer’s applicant (Standards
Feedback Form on Organization the Section- Field
the drop box Office)
Customer’s
Feedback Form
Note: Applications received after 3:00 pm shall be considered as a next working day
transaction.
6. Wait for the result 6.1. Review the None 2 working Technical Staff
of the documents submitted days (Standards
review and notice of documents as to Section- Field
validation Office)
completeness and
assessment. compliance, both
in form and
substance. The
submitted
complete
documents must
satisfy the
following Criteria:
i. In case a new
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.
Page 353 of 629

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
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
administrative
services.
iv. The SWDA

must have a
financial capacity
to operate for
at least two
(2) years.
v. Applicant
keeps record of
all social
Page 354 of 629

development
and/or welfare
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.
6.2.1 If Complete
and compliant,
an
Acknowledgment
Letter and
Notification on the
proposed
schedule on the
conduct of
Validation Visit
shall be prepared
6.2.2 If found
incomplete or
non-compliant,
the
Acknowledgement
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.
6.3 Review and None 2 working days Charm Suzette
Page 355 of 629

approval of the Gregorio
Acknowledgement Head, Standards
Letter including its Section
attachments.
Mark Garcia
OIC, PPD
Monina Josefina H.
Romualdez
Regional Director
7. Confirm the For those with None *30 minutes Technical Staff
Availability on the requirements that (Standards
proposed validation are Section- Field
Visit complete and Office)
compliant,
Confirmation of
Validation Visit.
8. Assist the Conduct of None 1 working day Technical Staff
Assessor during the Validation visit per agreed (Standards
conduct of schedule Section- Field
Validation visit Office)
9. Accomplish and Provide the None *5 minutes Technical Staff
place the applicant (Standards
Customer’s Organization the Section- Field
Feedback Form on a Customer’s Office)
sealed envelope Feedback Form
10. Awaits the result 10.1 Prepare None 3 working days Technical Staff
of the licensing Confirmation (Standards
assessment Report Section- Field
Office)
10.1.1 If
favorable, the
Technical Staff
shall draft
Confirmation
Report and Draft
Certificate of
License to
Operate.
10.1.2 If not
favorable, the
Technical Staff
shall detail the
Assessors
Findings and the
agreed
compliance date
Page 356 of 629

of the Action
Plan.
10.2.1 If None Charm Suzette
favorable, review Gregorio
Favorable; Head, Standards
and approval of
Section
the Confirmation 8 working days
Report and the Mark Garcia
Draft Certificate OIC, PPD
of License to
Operate.
10.2.2 If Unfavorable;
unfavorable, 7 working days
review and
approval of the
Confirmation
Report.
10.3.1 If Favorable; Monina Josefina H.
favorable, for Romualdez
3 working Regional Director
approval and days
signature of the
Certificate of
License to
Operate.
10.3.2 If Unfavorable; Support Staff

unfavorable, the (Standards
1 working day Section- Field
Support Staff
shall send the Office)
Confirmation
Report to the
SWDA through
email and via
courier.
11. Acknowledge Send the None 1 working day Support Staff
the receipt of the Confirmation (Standards
Certificate of Report and notify (depending on Section- Field
License to Operate the availability of the choice of Office)
the Certificate of the applicant)
License to
Operate for
release through
various means
per preference
indicated in the
Page 357 of 629

application form.
(direct pick-up or
courier)
TOTAL
₱1,000. 20 working days
For Complete and Compliant: 00
For Incomplete Submission: None 17 working days
*The number of minutes shall be included on the total working days
** This does not include the travel time of the document from the DSWD Field office to the
Central Office, and vice versa.
Page 358 of 629

10. Pre-Accreditation of Social Welfare and Development
Programs and Services of Licensed Private SWA and Public
SWDA Operating within the Region
Refers to the process conducted by the Standards Section of the concerned DSWD
Field Office to determine the readiness of the SWDA to meet the set standards on
SWD programs and services being delivered to its client prior to SBs accreditation.
Office or Division: DSWD Field Office – Standards Section

Transaction: Government to Government (G2G)
Who may avail: New applicant Registered and Licensed SWDA operating within
the region
1. One (1) Duly Accomplished and  STANDARDS SECTION (Room 204)
Notarized Application Form DSWD- Field Office NCR
Sampaloc Manila
2/ Annex 3. DSWD-RLA-F003
Application Form for Accreditation
2. Pre-Accreditation Assessment
 For New Applicant, submit one (1)  https://www.dswd.gov.ph/issuances#

original copy of the pre- MCs
assessment conducted by  For Residential Amended
concerned Field Office covering Administrative Order No. 11, s.2007
the Area of Operation Entitled Revised Standards on
 For Renewal, submit one (1) Residential Care Service
original copy of the assessment
tool signed by the SWAs Head of  For Community Based Please email
Agency [email protected]
3. One (1) Copy of the following  Securities Exchange Commission
Documents Establishing Corporate (SEC) - Company Registration and
Existence and Regulatory Compliance Monitoring Department Secretariat
Building, PICC Complex, Roxas
a. Certification of no derogatory
information issued by SEC (for  https://www.dswd.gov.ph/download-
those operating more than six 2/
(6) months upon filing of the Annex 23. DSWD-RLA-F023
application (not applicable for ABSNET Active Membership
Public SWDA)
Page 359 of 629

b. ABSNET Membership
Certification from the Regional
ABSNET (RAB) President or
Chairperson of the Cluster
ABSNET (CAB) or the authorized
ABSNET Officer attesting the
active ABSNET membership of
the applicant SWDA.
For RAB President, the
Standards Section shall be the
one to issue the required
certification.
4. One (1) Copy of the following
Documents Establishing Track
Record and Good Standing
1. Duly signed Work and  https://www.dswd.gov.ph/download-

Financial Plan for the two (2) 2/
succeeding years Annex 9. DSWD-RLA-F009 Work
and Financial Plan
2. Notarized Updated
 Board Resolution by the
Certification from the Board of
Organization
Trustees and/or funding
agency to financially support
the organization’s to operate
for at least two (2) years. (not
applicable for Public
SWDAs)
 https://www.dswd.gov.ph/download-
3. Annual Accomplishment 2/
Report previous year Annex 6. DSWD-RLA-F006
Accomplishment Report
4. Audited Financial Report of the  https://www.dswd.gov.ph/download-

previous year 2/
Annex 8. DSWD-RLA-F008
Audited Financial Statement
5. Profile of Clients served for the
preceding and current year  https://www.dswd.gov.ph/download-
2/
Profile of Clients/Beneficiaries
Served
6. One (1) Copy of the following
Documents Establishing
Corporate Existence and
RegulatoryCompliance
Page 360 of 629

 https://www.dswd.gov.ph/download
 Declaration of Commitment
from the applicant of no s-2/
support to tobacco in AO 11 s 2019 Annex A Declaration
compliance to the of Commitment
provisions of EO 26 series
of 2017(Providing for the
establishment of smoke-
free Environments in Public
and Enclosed Places) and
RA 9211 (Tobacco
Regulation Act of 2003)
One (1) Copy of the following Basic
Documents
1. Manual of Operation  https://www.dswd.gov.ph/downl

containing the SWDAs oads-2/
program and administrative Annex 4. DSWD-RLA-F004
policies Manual of Operation
, procedures and strategies to
attain its purpose/s among
others
2. Profile of Board Trustees  https://www.dswd.gov.ph/downl

oads-2/
Profile of Governing Board
3. Profile of Employees and
Volunteers: At least one (1) full  https://www.dswd.gov.ph/downl
time staff who will manage its oads-2/
operations Annex 22. DSWD-RLA-F022
Profile of Employees
4. Certified True Copy of General

Information Sheet issued by
SEC (not applicable for  Securities Exchange Commission
Public SWDA) (SEC)
- Company Registration and
Monitoring Department
Note: The first 4 Basic Documents are Secretariat Building, PICC
needed if only there is an update or Complex, Roxas Boulevard,
amendment on documents recently Pasay City, 1307
submitted to DSWD Standards Bureau.
For applicant SWA’s implementing Child
Placement Services:
Page 361 of 629

 https://www.dswd.gov.ph/downl
5. One (1) Original Copy of the oads-2/
Certification from DSWD or one Annex 22. DSWD-RLA-F022
(1) photocopy of the certificate Profile of Employees
of training attended by the hired
RSW related to child placement
service.
6. Certified True copy of General  Securities Exchange Commission

Information Sheet issued by (SEC)
SEC (not applicable for - Company Registration and
Public SWDA) Monitoring Department
Secretariat Building, PICC
7. For Center Based (Residential
Complex, Roxas Boulevard,
and Non-Residential Based)
Pasay City, 1307
AND Community Based, Copy
of the valid safety certificates
namely:
a. Occupancy permit (only for  City/Municipal Engineering

new buildings) or Annual Office of Local Government Unit
Building covering the SWDAs area of
Inspection/Structural Safety operation or Private Engineer
Certificate (for old buildings)
b. Fire Safety Inspection  Office of the Bureau of Fire

Certificate Water Protection in the City/Municipal
Local Government Unit covering
the SWDAs area of operation
c. Potability Certificate or  City/Municipal Health Office of

Sanitary Permit Local Government Unit covering
the SWDAs area of operation or
Private Service Provider
d. For applicant serving within
 National Commission of
the Ancestral Domains of
Indigenous People (NCIP)
Indigenous People (IP) –
Regional Office where the NGO
Photocopy of NGO
operates
Accreditation from NCIP
e. For applicants with past and  Field Office- Financial and

current partnership with the Management Service Unit or
DSWD that involved concerned Government Agency
transfer of funds. where the Organization
implemented or implements
projects and programs.
Page 362 of 629

f. Signed Data Privacy  Applicant
Consent Form
application is already approved. The applicant must satisfy the assessment indicators for
Accreditation based on DSWD Memorandum Circular No. 17 Series of 2018.
FEES
A. Request received through courier / email (7 days)
1. Secures Upload and make None None SWDA / DSWD
application form thru available of the Field Office
the DSWD website / necessary
Field office documents in the
DSWD website
2. Submits the Receives the None 30 minutes Admin Aide IV
application documentary
documents, get a requirements,
stamped receiving stamped the
copy of the receiving copy and
documents provide the
submitted and applicant SWDA
reference number with an application
for follow up the reference number
request for easy tracking
Note: Application documents received after 3:00PM shall be considered as a next working day
transaction.
3. Wait for the result 3. Conducts desk None 6 days, 7 Technical Staff
of the documents review of the hours 30
review and notice ofdocumentary minutes
validation requirements Charm Suzette
Gregorio
assessment 3.1If complete and
Section Head, SS
compliant, prepare
acknowledgement Mark Garcia
letter indicating the OIC, PPD
schedule of the
pre-assessment Monina Josefina H.
3.2 If incomplete, Romualdez
prepares an Regional Director,
acknowledgment FO-NCR
letter indicating the
checklist of
documents to be
submitted
4. Receive the Prepare necessary None Depends on Technical Staff
acknowledgement documents: pre- the SWDA Standards Section
letter from the assessment tool,
DSWD Field Office: power point
Page 363 of 629

presentation,
If the special order, etc.
acknowledgement
letter indicates that
the submitted
documents are
complete and
compliant, confirm
the schedule of the
pre-accreditation
assessment to the
DSWD Field Office.
If the
acknowledgement
letter indicates that
the submitted
documents
submitted are
incomplete and non-
compliant, comply
and submit the
lacking
requirements.
5. For the SWDA Conducts the pre- None Minimum of 2 Technical Staff
with complete and accreditation working days Standards Section
compliant assessment depending on
documents, (virtual or actual the Programs
participate in the visit) through the and Services
conduct of pre- following activities: for
accreditation Focus Group Accreditation
assessment Discussion with
Clients
1. Interview with
the staff
2. Review of
documents
3. Ocular
Inspection
4. Action Planning/
Exit Conference
6. Answer the Client Provide the SWDA None After the pre- Technical Staff /
Satisfaction with a Client accreditation Standards Section
Measurement Form Satisfaction assessment
(CSMF) and submit Measurement
to DSWD Field Form for them to
Page 364 of 629

Office answer and submit
to the DSWD Field
Office.
Note: Application documents received after 3:00 PM shall be considered as a next day
transaction
7. wait for the result If the result of the None 11 working Technical Staff
of assessment pre-accreditation days
assessment is
favorable, the Charm Suzette
Gregorio
technical staff to
Head, Standards
prepare the Section
following:
Mark Garcia
* Confirmation OIC, PPD
Report to the
SWDA Monina Josefina H.
Romualdez
* Transmittal Regional Director
memo to
Standards Bureau
attached the
confirmation
report, complete
documentary
requirements
including the
accomplished pre-
accreditation
assessment tool.
If the result of the

pre-accreditation is
not favorable,
prepares a
confirmation report
to the SWDA and
Standards Bureau
highlighting the
indicators /
requirements for
compliance of
SWDA.
TOTAL None
Social Work Agency 20 working days
Senior Citizen Center None 19 working days
Page 365 of 629

11. Accreditation of Civil Society Organizations (CSOs) as
Beneficiary of DSWD Projects and/or Program – Organized by the
Sustainable Livelihood Program (SLP)
The process of issuing Certificate of Accreditation to Civil Society

Organizations (CSOs) beneficiaries of DSWD Projects and/or Program
Organized by the Sustainable Livelihood Program (SLP).
Office or Division: DSWD Field Office NCR Standards Section

Transaction: Government to Government (G2G)
Who may avail: All eligible beneficiary CSOs organized by the Department
through SLP.

1. Certified true copy of the Certificate of  DSWD Sustainable Livelihood
Eligibility (CoE) Program- Regional Program
*The issuance of COE is Management Office (DSWD SLP-
subject tocompliance on RPMO) NCR
SLP existing guidelines.
2. Endorsement of SLPAs with CoE  DSWD Sustainable Livelihood
signed by the Regional Program Program- Regional Program
Coordinator (to include the project/s Management Office (DSWD SLP-
approved, address of the SLPA, RPMO) NCR
and the budget approved for the
project)
based on DSWD Memorandum Circular No.26 Series of 2020
AGENCY FEES PROCESSING PERSON
CLIENT STEPS ACTIONS TO BE TIME RESPONSIBLE
PAID
1. Submit / file Logs receipt into None *1 day Focal Person
application the document Standards Section
documents tracking system
(DTS) / logbook
Refer to the
concerned unit
transaction.
2. Wait for the result If Complete and None *4 days Focal Person
of the assessment Compliant, receive Standards Section
the documentary
Page 366 of 629

requirements
If found incomplete
or non-compliant,
prepare memo to
the SLP-RPMO
returning the
application
documents for
compliance
3. Issuance of 3.1 Forwards the None 2 days Focal Person
Permit signed memo to Standards Section
SLP-RMPO with
the signed
certificates and
secures receiving
copy.
3.2 Forwards
signed memo to
ICTMS for posting
to FO website.
3.3 Post of list of

accredited
beneficiary CSOs
to FO-assigned
bulletin board
Total None
For Complete and Compliant: 7 working days
For incomplete submission: None 30 minutes
*The number of minutes shall be included on the total 7 working days
Page 367 of 629

12. Accreditation of Civil Society Organization (CSOs) as
Beneficiary of DSWD Projects and/or Program , Non-SLP
Organized
A process to put in place, the process of issuing Certificate of Accreditation to Civil

Society Organizations (CSOs) Beneficiaries of DSWD projects and / or program.
Office or Division: DSWD Field Office NCR - Standards Section

Transaction:  Government to Government (G2G)
Who may avail: All eligible beneficiary CSOs organized by the Department
through DSWD project/s and/or program/s.
1. Duly accomplished and duly sworn  DSWD FO NCR- Standards Section
Beneficiary CSO Accreditation
Application Form
2. Proof of existence or presence of  CSO Beneficiary Applicant
the CSO in its stated address and
area of operation or organization,
namely:
a. Pictures of office and direction
sketch; and
b. At least one of the following
documents:
i. Barangay certification
ii. Certification or endorsement
from at least two (2) publicly
known individuals in the
community
iii. Other documents showing
proof of existence
3. Proof of organization, namely:  CSO Beneficiary Applicant
a. Organizational chart or
governance structure; and
b. Date of organization, list of
officers and members with their
complete names, dates of birth
(if known and or registered,
complete address, and contact
numbers,
if available;
4. Certificate of Good Standing – if the  Government agency or agencies from
CSO applicant has received public which it has received public funds
funds prior to its application;
Specifically staying that the CSO
has liquated, in accordance with
Page 368 of 629

COA
regulations, all fund transfers due
for liquidation
5. Proof of having undergone Social  Designated DSWD Regional
Preparation Program/Project Officer of the DSWD
Program or project
where the CSO applicant is seeking
funds
AGENCY FEES
CLIENT STEPS ACTIONS TO BE PROCESSING PERSON
PAID TIME RESPONSIBLE
1. Submit / file Logs receipt into None *2 hours Focal Person
application the document Standards Section
documents tracking system
(DTS) / logbook.
Refer to the
concerned unit
Note; Application documents received after 3:00PM shall be considered as a next
working day transaction
2. Wait for the result If complete and Focal Person
of the assessment compliant; None *18 days and Standards Section
6 hours
2.1a Receive and
review the
documentary
requirements
2.2a Posting of
applicant to DSWD
website
2.3 Preparatory
activities for the
conduct of
validation
2.4 Conducts
validation as to the
existence of the
applicant
beneficiary CSO
including its on-
going projects and
/ or programs as
Page 369 of 629

applicable.
To include
activities e.g. FGD,
interviews, photo
documentation of
the validation site,
interviewed
persons and other
related documents.
2.5 Prepare and

sign validation
report and abstract
with supporting
documents
2.6 Evaluation and

deliberation by the
FO Accreditation
Committee
2.7 Prepare the

certificate of
Accreditation
2.8 Facilitate the

signing of the
Certificate of
Accreditation
2.9 Post of List of

accredited
Beneficiary CSOs
to FO-assigned
bulletin board
If found incomplete
or non-compliant
(in any part of the
process)
2.1b prepare
acknowledgement
memorandum
returning the
application
documents for
Page 370 of 629

compliance
2.2b If an
irregularity
falsehood,
fabrication or
forgery is noted or
found in the
documents, the
applicant shall be
required to explain
not later than 3
days from the
receipt of notice
issued by the
Regional Director.
3. Receive the Release of the
Certificate of signed None *1 day Focal Person
Accreditation Certificate/s ofAccreditation through: Standards
Section -
1. Befitting DSWD Field
ceremony (e.g. Office NCR
during the flag-
raising ceremony)
2. Pick-up by the
CSO applicant,
3. Courier, and
4. Hand-carrying of
the Certificate/s of
Accreditation
whichever is
practicable
Total N/A
For complete and compliant 20 working days
For incomplete submission: None 30 minutes
*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 NCR to the
Page 371 of 629

13. Endorsement of Duty-Exempt Importation of Donations
to 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 – DSWD Field Office

Transaction:
Who may avail: Licensed and/or accredited private Social Welfare and
Development Agencies (SWDAs) in accordance to section
800(m) of the Republic Act No. 10863, otherwise known as the
Customs Modernization and Tariff Act (CMTA) of 2016, who wish
to exempt from customs dues the foreign donations consigned to
them.
1. Application form (DSWD DFE  DSWD Central Office - Standards
Form 1) Bureau (SB)
IBP Road, Constitution Hills, Batasan,
Pambansa Complex, Quezon City
 Any DSWD Field Office – Standards

Section (Regions I, II, III, IV-A, V, VI, VII,
VIII, IX, X, XI, XII, CAR, Caraga,
MIMAROPA & NCR)
 https://www.dswd.gov.ph/issuances/MCs
/MC_2019-021.pdf – DSWD DFE Form 1
2. Authenticated Deed of Donation Philippine Consular Office (i.e. embassy or
from the Philippine Consular Office consulate) of the country of origin
of the country of origin
3. Notarized Deed of Acceptance Notary public
4. Copy of valid DSWD Registration, Issued by the DSWD to the licensed and/or
License and/or Accreditation accredited SWDA
Certificate
5. Bill of Lading or Airway Bill Carrier (or agent) to acknowledge receipt of
cargo for shipment, usually provided by the
donor to the donee.
6. Packing List Carrier (or agent) to acknowledge receipt of
cargo for shipment, usually provided by the
donor to the donee
7. Plan of Distribution https://www.dswd.gov.ph/issuances/MCs/M
C_2019-021.pdf – DSWD DFE Form 2
Page 372 of 629

 To be certified and endorsed by the
DSWD Field Office(s) having
jurisdiction over the target area for
distribution
OPTIONAL REQUIREMENTS
1. Certification from Food and Drug Food and Drug Administration – Civic Drive,
Administration (FDA), in case of Filinvest Corporate City, Alabang,
medicines Muntinlupa City 1781
2. Notarized distribution report on https://www.dswd.gov.ph/issuances/MCs/M
latest shipment, if not the first time to C_2019-021.pdf – DSWD DFE Form 3
import foreign donations
 To be certified correct by the
concerned DSWD Field Office
3. Proof of prior agreements or Appropriate government agencies
approved arrangements, in case in case
of relief items other than food and
medicines
FEES
1. The 1.1 Reviews the None *30 minutes Standards Section
representative of the completeness Administrative
SWDA files the and personnel and/or
application form, correctness of Officer-of-the-Day
together with the the submitted
supporting application
documents/ documents
requirements at the based on the
respective DSWD checklist.
Field Office covering
the region where the If complete,
intended distribution forward for
of goods shall take tracking to
place. Support Staff
If incomplete,
return to
applicant,
provide TA and
checklist of
requirements.
1.2 Logs its receipt
Page 373 of 629

into the
document
tracking system
1.3 Provides the

walk-in
applicant with
document
reference
number for
easy tracking.
Note: Application documents received after 3:00PM shall be considered as a next working day
transaction
2. The applicant Accounting PHP1, *10 minutes Cash Section
shall pay the Section for the 000.00 Personnel
required processing order of payment
fee at the Cash Unit then pay the
of the concerned necessary fee to
DSWD-Field Office; Cash Section;
provides a copy to
the Standards Issues an official
Section. receipt.
3. Awaits results of Review and None 3 working days Standards Section
the assessment conduct Technical Staff
assessment of the
submitted
application
documents for
eligibility and
compliance to
documentary
requirements
Step 3a – If found
compliant to
eligibility and
documentary
requirements
Prepare for
conduct of area
visit
Step 3b – If found
non-compliant to
eligibility and
documentary
requirements
Page 374 of 629

Return application
documents to the
applicant with a
letter and checklist
citing reasons for
disapproval with
technical
assistance on how
to rectify non-
compliance and/or
submit lacking
requirements
Provides the
applicant the Client
Satisfaction
Measurement
Form
Note: While face-to-face is still prohibited during this pandemic situation, technical assistance
shall be provided in written form. In the event that the return of documents cannot be facilitated
due to unavailability of the service provider, acknowledgment letter shall indicate the checklist of
documents for compliance to be secured or accomplished.
4. Validation Visit Conducts area None 2 working days Standards
visit, obtains in- Section
depth information (per agreed Technical Staff
concerning schedule)
administrative and
operational
aspects of the
program.
(Optional)
5. Endorsement to 5.1 Endorse the None 1 working day Standards Section
the DSWD Central draft Technical Staff
Office. acknowledgement
letter
5.2 Endorse the
application to the
Standards Bureau
at the Central
Office
If deficient return
the application to
the applicant and
provide the
necessary
technical
Page 375 of 629

assistance to
comply with the
requirements
5.3 Checks the None 3 working days SCMD Technical
completeness of Staff/
the submitted Division Chief/
application Bureau Director
documents.
1.1. Logs its

receipt into
the into the
Document
Transaction
Management
System
(DTMS)
If incomplete,
return the
documents and
inform the Field
Office concerned
that the application
shall not be
processed unless
they have
submitted the
complete
documents.
If approved,
forward the
application to the
Office of the
Undersecretary
supervising the
Standards Bureau.
Prepares the
following:
 Endorseme
nt letter to
the DOF,
Conforme
letter to
applicant
Page 376 of 629

that it
should
comply with
post-
facilitation
requirement
s
 Letter to
concerned
DSWD Field
Office
informing
them of the
endorseme
nt
If disapproved,
return the
documents and
send a written
communication to
concerned DSWD
Field Office, copy
furnished the
applicant,
indicating reasons
for disapproving
the application.
5.4 Endorsement None 1 working day DSWD

to the Secretary to Undersecretary
affix initials on the supervising the
endorsement letter Standards Bureau
to DOF
5.5 Sign the None 3 working days DSWD Secretary
Endorsement letter
to DOF
6. Approved Informs the None *10 minutes Standards
applicants to pick-up applicant and Field Bureau:
the endorsement Office of the
letter approval of SCMD
endorsement. Technical Staff
Preparation of the
endorsement letter
for pick-up of the
Page 377 of 629

applicant and the
conforme letter for
their signature.
Total P1,000.00 14 days
Complete and Compliant
Complete but non-compliant submission P1,000.00 Eight (8) days and 50 minutes
For incomplete Submission None 30 minutes
**This does not include the travel time of documents from the DSWD Field Office to the Central
Office, and vice versa.
Page 378 of 629

14. Accreditation of Pre-Marriage Counselors
The process of assessing the applicant eligible to conduct pre-marriage counseling

pursuant to Article 16 of the Family Code of the Philippines.
Office or Division: Standards Section

Transaction:
Who may avail: All qualified applicants per item VIII of MC 1 s. 2019 and as
amended in MC 10 s. 2021
One (1) Duly Accomplished Application  STANDARDS SECTION (Room 204)
Form DSWD- Field Office NCR
Sampaloc Manila

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  Any PRC Office nationwide
that the applicant is a graduate
of four (4) year course:
a. Photocopy of Certificate of
graduation/college diploma or
transcript of records; or
b. Certified photocopy of valid

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. Photocopy of Training  Training Provider
Certificates/Certificates from
Page 379 of 629

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;
4. Any of the following as proof  Local Government Office
that 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.
5. Documentation of at least six  https://www.dswd.gov.ph/issuances/
(6) PMC sessions, which MCs/MC_2019-001.pdf
captures the role performed by
the applicant as proof that
he/she has assisted in the PM Annex C. Documentation Report
Counseling session; and Template
Other documents to be made available during the assessment visit:
Accomplished Marriage Expectation
Inventory Form of would-be-married
couple/s present during the validation
visit.
For Renewal
1. Certificates of training, seminars,  Training Provider
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 Responsible Parenting
for at least twenty-four (24) hours within
the validity period of the preceding
certificate.
2. Accomplishment Report for the past  https://www.dswd.gov.ph/issuances/
year with at least a minimum of ten (10) MCs/MC_2019-001.pdf Annex D.
PMC sessions conducted preceding the PMC Form
application using the template provided by
DSWD (Annex D);
3. Summary documentation of PMC  https://www.dswd.gov.ph/issuances/
Page 380 of 629

session/s conducted for the past year MCs/MC_2019-001.pdf Annex C.
using the template provided by DSWD PMC Form
(Annex C);
Other documents to be made available during the validation visit.
a. Accomplished Marriage Expectation
Inventory Form of would-be-married
couple/s present during the validation
visit.
b. Accomplished and consolidated result  https://www.dswd.gov.ph/issuances/
of client feedback/satisfaction survey (See MCs/MC_2019-001.pdf Annex F.
Annex F) for the template) of about fifty PMC Form
(50) percent of the total number of
counselled couple for the past year; and
c. A summary/record on the number of
Certificate of Marriage Counseling issued
PAID
A. Assessment Procedures for Walk-in Applicants
1. Secures Provides client None *5 minutes Support Staff in
application form thru application form, charge of all
the DSWD and checklist of incoming
Website/Field Office requirements documents (Field
Office - Standards
Section)
2. Submit / file Records receipt of None *15 minutes Support Staff in
application and application and charge of all
supporting documents forward the same incoming
at Field Office – to assigned staff. documents (Field
Standards Section Office - Standards
Section)
3. Awaits for 3.1 Reviews and None 5 working days Technical Staff or
acknowledgement or Assess the and 2 hours Officer of the day
notification relative completeness of / Support Staff in
to the application. requirements/ charge of all
incoming
documents
documents (Field
submitted and Office - Standards
prepare Section)
acknowledgement
letter, to wit:
Page 381 of 629

3.1.1 If found
complete/
sufficient,
acknowledge
receipt of
application and
notifies applicant
and coordinate for
the schedule of
assessment visit.
3.1.2 If found
insufficient/have
not met required
qualification and
requirements,
acknowledge
receipt and notify
the applicant on
the lacking
requirements and
provide necessary
technical
assistance.
3.2 Review and Charm Suzette

Gregorio
approval of
Supervisor/ Section
Supervisor/Section Head
Head
3.3 Review and Monina Josefina H.

approval of the Romualdez
Regional Director. Regional Director
4. Accomplish and Provide the None *5 minutes Support Staff
deop the Customer’s applicant (Field Office –
Feedback Form on the Organization the Standards Section)
dropbox Customer’s
Feedback Form
5. Actual Accreditation Conducts None 1 working day Technical Staff or
Assessment validation Officer of the day
assessment with (Field Office -
the applicable Standards Section)
mode:
* Under Normal
circumstances
Page 382 of 629

actual
accreditation visit;
* During the state

of calamity/
emergency virtual
assessment.
Activities to take
place:
1. Brief overview
on the assessment
process;
2. Observation on
the counselling
session; and
3. Exit Conference
6. Awaits the 6.1 Final None 7 working days Technical Staff/
approval of the Assessment of the Section Head/
confirmation application Division Chief
report/issuance of documents and
the Certificate result of the actual
assessment
6.2 Prepares the Support Staff

confirmation
report, with the
following possible
content:
a. If favorable,
inform applicant on
the approval of
his/her
accreditation.
b. If unfavorable,
recommend for re-
assessment.
6.3 Forwards to
the office of the
RD for approval /
signature.
Page 383 of 629

6.4 Approval and Monina Josefina H.
signature of the Romualdez
documents Regional Director
7. Awaits for the Prepares None 5 working days Support Staff
approval and certificate for
issuance of issuance, if
certificate, if favorable.
favourable.
Monina Josefina H.
Approval and Romualdez
signature of the Regional Director
Certificate
8. Receives the Release the None 1 working day Support Staff (Field
Accreditation Certificate Office - Standards
Certificate Section)
TOTAL
None 18 working days and 2.25 hours
For Complete and Compliant:
For Complete Requirements with Areas None 25 minutes
for Compliance:
*The number of minutes shall be included on the total number of working days.
**This does not include the travel time of documents from the DSWD Field Office to the
Page 384 of 629

15. Accreditation of Social Workers Managing Court Cases
The process of assessing the Social Workers managing court-related cases as to

their compliance to delivery of quality service
Office or Division: Standards Section – DSWD Field Office
Standards Compliance and Monitoring Division (SCMD)

Standards Bureau – DSWD Central Office
Type of All Social Workers who are direct practitioners including
Transaction: 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.
Who may avail: Standards Section – DSWD Field Office
Standards Compliance and Monitoring Division (SCMD)

Standards Bureau – DSWD Central Office
A. For New Applicants
1. For Social Workers
a. 2 copies of Application Form for STANDARDS SECTION (Room 204)
Accreditation of Social Workers DSWD- Field Office NCR
Managing Court Cases (Annex A) 389 San Rafael cor. Legarda St.
Sampaloc Manila
 Refer to DSWD Website –

Administrative Order No. 1 series of
2008 for the form
b. 2 copies and original Valid Professional Regulations Commission
Professional Regulations
Commission Registration ID Card
c. 2 copies of Certificate of Training Provider
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 four Refer to DSWD Website – Administrative
(4) cases managed (Annex B) Order No. 1 series of 2008 for the template
e. Letter of Recommendation Any of the following:
Page 385 of 629

attesting to the competence of the  Supervisor of the applicant;
social worker  Philippine Association of Social Workers,
Inc. (PASWI);
 If court social worker, from the Philippine
Association of Court Social Workers, Inc.
(PACSWI)
f. 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
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
 Progress/running notes;
 Case summaries;
 Case conference
proceedings/notes
For Renewal
1. For Social Workers
a. Certificate of attendance to DSWD or recognized training institutions
relevant trainings attended or
refresher course of at least 24
hours
b. Summary documentation (Annex Refer to DSWD Website – Administrative
B) of cases managed for the last Order No. 1 series of 2008 for the template
six months
c. Recommendation from the Applicant/Client
Supervisor attesting to the
competence of social worker in
managing court cases
d. The following documents on cases Applicant/Client
Page 386 of 629

 Progress/running notes; and
 Other relevant
documentations pertaining
to the cases
2. For Supervisor
a. First three (3) requirements stated (As stated above)
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 cases Applicant/Client
 Progress/running
notes/marginal notes;
 Case summaries;
 Case conference
proceedings/notes
FEES
1. The applicant 1.1. The Officer of the None *20 minutes Officer of the Day-
shall file application Day- Standards Standards Section
(Annex A) at the Section shall
concerned DSWD review the
Field Offices (FO) – submitted
Standards Section documents as to
together will the completeness
requirements stated and accuracy
above. with the original
copies of the
documents.
If found to be
complete, the
Officer of the Day
shall forward the
documents to the
Focal Person.
If incomplete the
documents shall
be returned to
the applicant.
Technical
Assistance will
be provided
together with the
Page 387 of 629

checklist of
requirements
1.2. The Focal None 2 days Focal Person-

Person shall Standards Section
conduct pre-
assessment by
verifying the
documents
submitted by the
Applicant with the
original copies of
the documents.
1.3. If requirements None 2 days Charm Suzette
are complete, the Gregorio
Focal Person Head, Standards
shall endorse Section
one copy of the
application
requirements to
DSWD-
Standards
Bureau, and file
the other copy in
the Field Office.
1.4. The Standards None *10 minutes Receiving Officer
Bureau- DSWD – Standards
Receiving Officer Bureau
shall receive the
endorsed
application and
will endorse to
Standards
Compliance
Monitoring
Division.
1.5. The Standards None 2 days Any of the
Compliance assigned technical
Monitoring staff, depending on
Division shall the Field Office
review the where the
application and application was
documents from, DSWD–
submitted by the Standards Bureau
Applicant through
Field Office.
1.6. If the submitted None 1 day Assigned technical
documents found staff from DSWD-
to be complete, Standards Bureau
the technical staff
shall coordinate
with the Applicant
Page 388 of 629

through the Field
Office on the
schedule of the
on-site
assessment
2. The applicant 2.1 The technical None 1 day Focal Person-
shall coordinates staff shall conduct (per agreed Standards Section
with Standards on-site schedule) and Assigned
Bureau through the assessment technical staff from
Field Office on the through review of Standards Bureau
schedule of the on- case records,
site assessment. interview of the
applicant and
client/s, and
conduct of other
relevant activities.
2.2 Technical Staff None 3 days after Assigned technical
shall send conduct of on- staff
Confirmation site DSWD- Standards
Report approved assessment Bureau
by the Standards
Bureau Director
Bureau Director to DSWD- Standards
the concerned Bureau
Field Office after
on-site
assessment.
*If the applicant/s

falls below the set
standards, the said
applicant/s shall be
given appropriate
technical
assistance on the
areas needing
improving. A re-
assessment shall
be conducted after
six months.
*Accreditation
Certificate shall
be issued by the
Department
Secretary or
his/her duly
authorized
representative if
Page 389 of 629

the applicant has
qualified the
accreditation
standards.
2.3 Standards None 3 days Undersecretary/
Bureau shall Cluster Head
approve and DSWD-Standards
endorse the and Capacity
Accreditation Building Group
Certificate to the
Cluster Head
2.4 Cluster Head None 3 days Undersecretary/
to approve and Cluster Head
endorse the DSWD-Standards
Accreditation and Capacity
Certificate to the Building Group
Secretary
2.5 Secretary or None 3 days DSWD Secretary or
his/her duly his/her duly
authorized authorized
representative to representative
approve and issue
the Accreditation
Certificate for the
qualified Social
Worker.
2.6 Standards None 2 days Bureau Director
Bureau to endorse DSWD-Standards
the approved Bureau
Accreditation
Certificate to the
qualified Social
Worker through
the Field Office.
3. Qualified applicant 3.1 Notify the None *10 minutes Support staff from
shall receive/pick-up Applicant the DSWD FO-
the Accreditation Organization on Standards Section
Certificate from the the availability of
Field Office where the the Certificate
application was filed.
3.2 Issues the
Certificate of
Accreditation
Total None 20 working days
** This does not include the travel time of documents from the DSWD Field Office to the
Page 390 of 629

How to send feedback  Concerned citizen/concerned agencies send
letter/ email to DSWD-FONCR
 DSWD-FONCR send memo/email to

Standards Bureau
How feedbacks are processed  DSWD-FONCR send reply to the concerned
citizen/agencies within three (3) days upon
receipt of the feedback.
 Standards Bureau (SB) shall send reply

letter/memo to the concerned Field Office/
concerned citizen within three (3) days upon
receipt of the feedback.
How to file a complaint  Complaints can be filed thru sending a letter or
email to DSWD FONCR or SB. The name of
person being complained and the
circumstances of the complaint should be
included in the information.
How complaints are processed  DSWD-FONCR will conduct a case
conference/ meeting to discuss the issue/
concern. If necessary, to set a meeting with
the complainant and discuss the concern.
 Internal investigation shall be conducted, then

provide recommendation and officially send
reply letter/memo to the concerned citizen/
agencies/ FO.
 The timelines on the processing of complaints/

grievances shall be according to the DSWD
Grievance Mechanism Guidelines.
Contact Information of CCB, Anti-Red Tape Authority (ARTA)
PCC, ARTA [email protected] 8-478-5093
Presidential Complaint Center (PCC)

[email protected] 8888

[email protected]
0908-881=6565
Page 391 of 629

16. Approval for the Conduct of Research Study & 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. The processing of requests
to conduct research studies in DSWD Offices, Centers and Institutions particularly
applies to researchers who wish to acquire primary data through first-hand
investigation, e.g., face-to-face interviews, survey questionnaires, focused group
discussions, case study among others from the DSWD including clients/
beneficiaries currently at its Centers/ Institutions, and on-going DSWD programs,
projects, and services wherein their main subject of research study involves DSWD
as an organization. Requests to conduct such activities need to undergo research
protocol. Research whose target respondents covering one (1) region shall seek the
approval of the Regional Director. Research requests must be submitted to the
Regional Director at least two (2) weeks before the projected start of data gathering
activity.
On the other hand, research requests for the following need not go through the
protocol and may be approved and provided by submitting a letter of request
addressed to the Regional Director:
● 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, the researcher shall secure the
consent of the Center Head/Client/Beneficiary.
● 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.
● 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.
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)/

Policy Development and Planning Section
(PDPS)
Page 392 of 629

Transaction: G2G - Government to Government
Who may avail: ● External researchers (e.g., students, academe, other
government agencies including members of other branches of
government, local and international organizations or research
institutions and other independent researchers) who intend to
conduct research studies related to or involving the
Department; and
● Internal researchers (e.g., DSWD personnel conducting
research in DSWD Offices, Centers and Institutions for the
purpose of pursuing higher academic education)
If request shall not undergo Research
Protocol Researcher
1. Request Letter addressed to
Regional Director Researcher
If the request shall undergo Research PDPS
Protocol:
1. Request Letter addressed to PDPS
Regional Director Researcher
2. Research Request Form (DSWD-
PDPB-GF-003)
3. Research Brief (DSWD-PDPB-GF-
003) and
4. Research Instruments
FEES
1. Submit the 1.1 Receive the None 4 hours Administrative Staff
request letter request letter Office of the
addressed to the addressed to the Regional Director/
Regional Director Regional Director RAMS/ PPD/ PDPS
and/or research and/or research
request documents request documents
and encode the
details in the
office’s tracking
system and/or log
book for incoming
documents.
1.2 Furnish the

researcher with a
receiving copy of
the request letter.
If request is
received through
email, reply and
Page 393 of 629

acknowledge
receipt.
1.3 Endorse to the

PPD or PDPS
Head for
assignment and
further instructions
(if any) to the
concerned
technical staff
1.4 Review the None 4 hours Mark Garcia
request and assign Head, PDPS
to available
Technical Staff
PDPS
1.5 Review the
request as to
area/region of
coverage (refer to
MC. 10 s. 2019
Section VII. Item
No. 4) to ensure
that it is sent to the
correct office.
Otherwise,
endorse to the
correct office.
1.6 Assess the None 4 days Technical Staff
research request if PDPS
the request shall
undergo research
protocol (i.e.,
approval of the
Regional Director)
using the Checklist
for Reviewing
Research
Requests and
SWD Data
Request
1.6.1 For requests 2-4 days Technical Staff
that need not go PDPS
through the
protocol, endorse
researcher to the
concerned DSWD
Division/ Section/
Units/ Centers
Page 394 of 629

using the
Endorsement of
Research and
SWD Data
Request Form
(either hard copy
or soft copy via
email) then
request the
researcher to fill-
up the Client
Satisfaction
Measurement
Survey (either
online or paper-
based) and
proceed to step 3.
1.6.2 For requests None 2 days Technical Staff
that need to go PDPS
through the
protocol, review
submitted
documents as to
completeness.
1.6.3 If documents
are complete,
proceed to step 2.
Otherwise, assist
the researcher in
the completion of
documentary
requirements and
provide orientation
on the research
protocol.
2. Submit additional 2. Review of None 7 days Technical Staff
required documents research requests PDPS
(Request Letter, with concerned Concerned
Accomplished Division/ Unit/ Sections/ Units/
Centers
Research Request Section/
Form, Research Centers/RCFs.
Brief, and research
instruments) 2.1 Review and
assess the
submitted
documents in
consultation with
the concerned
Page 395 of 629

Division/ Unit/
Section/
Centers/RCFs
2.2 Receive the None 2 days Technical Staff
comments/ inputs PDPS
and
recommendations
from other offices.
These shall be the
basis for a
decision to
approve/
disapprove the
request.
2.3 To recommend
Approval? None 1 day Technical Staff and
Division Chief
2.3.1 Yes –
PDPS/ PPD
Prepare a
recommendation
for approval using
the Outline
Memorandum of
Recommendation
on the Research
Request for review
and initial of the
PDPS Head. This
shall include the
consolidated
recommendations
from the
concerned
Division/ Section/
Unit/ Centers/
RCFs.
2.3.2 No –
Communicate the
decision to the
researcher and
inform them of
relevant revisions
that are needed to
Page 396 of 629

be made. Two (2)
days will be given
to the researcher
to officially
respond through a
letter, if they will
continue or
terminate their
request. If
pursuing a
request, ask the
researchers to re-
submit the revised
request based on
DSWD’s
comments, then go
back to step 2.
Otherwise, request
the researcher to
fill-up the Client
Satisfaction
Measurement
Survey (either
online or paper-
based) and
proceed to step 3.
2.4 Regional None 1 day Monina Josefina H.
Director to Romuladez
approve/ Regional Director
disapprove
requests based on Technical Staff
recommendations. PDPS
To approve?
2.4.1 Yes – Inform

researcher and
endorse to the
concerned
Division/ Unit/
Section/
Centers/RCFs.
Coordinate with
the concerned
office where the
Page 397 of 629

research request
was endorsed and
assist the
researcher in
matters related to
conduct of data
gathering
activities, then
request the
researcher to fill up
the Client
Satisfaction
Measurement
Survey (either
online or paper-
based) and
proceed to step 3.
2.4.2 No – Go
back to step 2.3.2.
3. Accomplish the 3. Receive the None 15 minutes Technical Staff/
Client Satisfaction accomplished Administrative Staff
Measurement Client Satisfaction PDPS
Survey Measurement
Survey (either
online or paper-
based).
Total None 6 days and 15 minutes or 15 days and
15 minutes1
1
The former, if the request would not undergo the research protocol, or the latter, if the request
would undergo the research protocol.
Page 398 of 629

17. Obtaining Social Welfare and Development (SWD) Data
and Information
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 SWD data and information need not go through the protocol and may be
approved and provided by submitting a letter of request addressed to the Regional
Director. Secondary data refers to data that has already been consolidated and/or
published by DSWD and readily available as a public document.
Office or Division: Policy and Plans Division (PPD)/

Policy Development and Planning Section
(PDPS)
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
Request Letter addressed to the Regional Requesting party
Director
FEES
1. Submit the 1. Receive and None 15 minutes Administrative Staff
required document acknowledge ORD/ RAMS/ PPD/
(request letter) request for SWD PDPS
data
1.1 Receive the

request letter
addressed to the
Regional Director.
For walk-in
clients, request
the requesting
party to log-in on
the logbook and
provide the
requesting party
with receiving copy
Page 399 of 629

of request. If
request is received
through email,
print out the
request letter and
acknowledge
receipt.
1.2 Check the

completeness of
information in the
request (e.g.,
specific data,
scope, coverage
and year)
1.3 Encode the None 5 minutes Administrative Staff
details in the ORD/ PPD/ PDPS
office’s tracking
system for
incoming
documents.
Administrative Staff
1.4 Endorse to the None 5 minutes ORD/ PPD/ PDPS
PPD or PDPS
Head for Mark Garcia
assignment and Head, PDPS
further instructions
(if any) to the Technical Staff
concerned PDPS
technical staff.
Technical Staff
1.5 Assign data None 5 minutes PDPS
requests to
concerned
technical staff.
1.6 Assess the None 10 minutes

data request if the
data/ information
are available within
the office
Data available
within DSWD?
1.6.1 Yes, within None Single data: 1-

PDPS – Prepare 3 hours
Page 400 of 629

the requested
data/ information Multiple data:
then proceed to 1 day
step 1.7
1.6.2 Yes, within None 30 minutes Technical Staff
other Division/ PDPS
Section/ Unit/
Centers –
Endorse the
request to the
concerned
Division/ Section/
Unit using the
Endorsement of
Research and
SWD Data
Request Form
(either hard copy
or soft copy via
email) then
request the
requesting party to
fill up the Client
Satisfaction
Measurement
Survey (either
online or paper-
based) and
proceed to step 2.
1.6.3 No – Inform
the requesting
party of other
sources of data
then request the
requesting party to
fill up the Client
Satisfaction
Measurement
Survey (either
online or paper-
based) and
proceed to step 2.
1.7 Prepare Technical Staff

response letter None 30 minutes PDPS
Page 401 of 629

with the requested
data and submit to
the PDPS Head for
review, approval
and initial.
1.8 Review, None 20 minutes Mark Garcia
approve and Head. PDPS
endorse response
letter with the
requested data to
the Regional
Director for
approval and
signature.
Monina Josefina H.
1.9 Approve and None 4 hours Romualdez
sign the response Regional Director
letter with the
requested data.
1.10 Send the None 30 minutes

signed/ approved Administrative/
response letter Technical Staff
PDPS
with the requested
data to the
requesting party
then request the
data user to fill up
the Client
Satisfaction
Measurement
Survey (either
online or paper-
based) and
proceed to step 2.
2. Accomplish the 2. Receive the None 10 minutes Administrative/
Client Satisfaction accomplished Technical Staff
Measurement Client Satisfaction PDPS
Survey Measurement
Survey (either
online or paper-
based)
Total None 1 day, 1 hour, 10 minutes or 1 day
6 hours, 40 minutes2
2
The former, if the request is for single data or the latter, if the request is for multiple
data.
Page 402 of 629

How to send feedback Researchers/Requesting parties are
requested to accomplish the Client
Satisfaction Measurement Survey to be
provided by PDPS to monitor the
implementation of the research protocol.
The feedback form shall be accomplished
after processing of the request.
How feedbacks are processed Feedbacks are monitored and consolidated
by the assigned PDPS Technical Staff.
Responses are analyzed and will form part
of the Client Satisfaction Measurement
Report. The recommendations from the
requesting parties are considered to
improve service delivery.
How to file a complaint Feedback/ remarks including complaints
may be indicated in the Client Satisfaction
Measurement Survey and will be coursed
through the assigned technical staff’s email
for appropriate response/ action.
How complaints are processed PDPS Technical Staff to receive the appeal
and endorse recommendation with the
PDPS Head and Division Chiefs initials to
the Regional Director. An official response
letter will be communicated to the
researcher/ data user informing of the
decision.
Contact Information of CCB, PCC, ARTA Anti-Red Tape Authority (ARTA)
[email protected]
8-478-5093
1-ARTA (2782)
Presidential Complaint Center (PCC)

[email protected]
8888

[email protected]
0908-881-6565 (SMS)
165 56 (call)
https://facebook.com/civilservicegovph/
(Facebook)
(Web)
Page 403 of 629

Human Resource Management and
Development Division
Page 404 of 629

1. Issuance of Service Record (SR) to Separated Officials and
Employees
The Service Record (SR) is being issued to separated Officials and employees in the
Field Office who have been cleared of money, property, and legal accountabilities.
As requested, the SR provides and certifies their detailed government service, to
include: Full Name, Date and Place of Birth, Positions, Status of Employment and
Equivalent Periods and Salaries
Office or Division: Personnel Administration Section (PAS)

Type of G2C- Government to Transacting Public
Transaction:
Who may avail: Separated employees (Permanent/ Casual/ Contractual)
PAS Request form or formal letter or e- Request form for Documents
mail employees/workers (Request form are
available at PAS) at receiving Area or Email:
[email protected]
CO Clearance Certificate Client or if none, FILE 201 / PER 16
FEES
1. Send mail/e- 1. Receive the none 10 minutes Incoming /
mail or for walk-in complete documents Outgoing Clerk
without any written submitted PAS Receiving
request, accomplish Area
the HRMDD-PAS
Request Form (write
contact details as
well if preferred
mode of receipt is
via courier
purposes, as
needed) and submit
to PAS together
with complete
supporting
documents.
2. Wait for advice of 2.1. Review the none 6 Days, 2 PAS Focal Person
the assigned PAS Service Card data, hours FOs Personnel
Focal Person if updated (depending on Administration
review documents the period of Section
submitted and retrieving the
check the FILE files)
201 / PER 16 if
Page 405 of 629

needed.
2.2. Encode/che none 30 minutes PAS Focal Person
ck details of SR,
print the issuance
and attach the
necessary
documents
2.3. Review and 4 hours Ana Theresa M.
Sign/initial the SR none (depending on Laurio
the availability OIC, PAS
of signatories)
3. Inform PAS on 3. Inform the client PAS Focal
method of receiving that the SR is none 5 minutes Person
the duly-signed SR. ready and ask if for
pick-up or for
courier service
(either through
chat, e-mail or
phone call)
4.1 If the SR is to be 4.1.1. Prepare and
sent via courier print the none 20 minutes
service, wait until transmittal letter
the parcel is sent to with information on
given address how to return
customer
feedback. Attach
one originally
signed SR and
one Customer
Feedback Form
for
accomplishment
4.1.2. Review and Ana Theresa M.
Sign/Initial the none 20 minutes Laurio
transmittal letter OIC, PAS
4.1.3. Encode Incoming /
tracking details in none 15 minutes Outgoing Clerk
the e-DTMS PAS Receiving
Area
4.1.4. Forward the Incoming /
document to the none 10 minutes Outgoing Clerk
RAMS for courier PAS Receiving
service Area
Incoming /
Outgoing Clerk
RAMS
4.2. If the SR is 4.2.1. Provide one
for pick-up, proceed originally signed none 10 minutes Incoming /
Outgoing Clerk
Page 406 of 629

to PAS and get the SR to the client PAS Receiving
requested and have it Area
document. properly received.
Ask the client to
accomplish
Customer
Feedback Form
Total None 7 days May be extended
depending on the
volume of
transactions
handled
Page 407 of 629

2. Issuance of Certificate of LWOP / No LWOP to separated
officials and employees
The Certificate of Leave Without Pay (LWOP)/ No LWOP is issued to separated

Officials and employees in the Field Office who have been cleared of money,
property, and legal accountabilities, which certifies that they have/do not have Leave
Without Pay (LWOP) for certain period.

Transaction:
Who may avail: Separated Officials and employees (Permanent/ Casual/
Contractual)
[email protected]
CO Clearance Certificate Client or if none, FILE 201 / PER 16
FEES
1. Send mail/e-mail 1. Receive the
or for walk-in without complete Incoming /
any written request, documents none 5 minutes Outgoing Clerk
accomplish the submitted
HRMDD-PAS PAS Receiving
Request Form Area
(Write contact
details as well for
courier purposes, if
needed) and submit
to PAS together with
complete supporting
documents.
2. Wait for advice of 2.1 Review the 3 days
the assigned PAS documents none (may take PAS Focal Person
Focal Person submitted and longer hours Leave
encode the details depending on Administration
Section
of the Leave the period of
Ledger in the retrieving files,
ELARS. if needed, and
on the length
of service of
the separated
Official/emplo
Page 408 of 629

yee)
2.2 Review the 1 day and 4 PAS Focal Person
ELARS vis-à-vis none hours Leave
the Leave Ledger (may take Administration
longer hours Section
depending on
the volume of
transactions
being
reviewed and
on the length
of service of
the separated
Official/
employee)
2.3 Reprinting of
the corrected none 2 hours and
ELARS, if errors 30 minutes
are found.
2.3.1 Encode
details to the
Certificate, print
the issuance and
attach the
necessary
documents
2.3.2 Review and Ana Theresa M.
Sign/initial the none 2 days Laurio
ELARS and the OIC, PAS
Certificate
Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
3.1 Inform PAS of Inform the client
preferred method of that the Certificate none 10 minutes PAS Focal Person
receiving the duly- is ready and ask if Leave
signed Certificate. for pick-up or for Administration
courier service Section
(either through
chat, e-mail or
phone call)
3.2 If the Certificate 3.2.1 Prepare and
is to be sent via print the transmittal none 20 minutes PAS Focal Person
courier service, wait letter with Leave
until the parcel is information on how Administration
Section
Page 409 of 629

sent to given to return customer
address. feedback. Attach
one originally
signed Certificate
and one Customer
Feedback Form for
accomplishment.
3.2.2 Review and Ana Theresa M.
Sign/Initial the none 20 minutes Laurio
Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
3.2.3 Encode Incoming /
tracking details in none 15 minutes Outgoing Clerk
Area
3.2.4 Forward the Incoming /
document to the none 10 minutes Outgoing Clerk
service Area
Incoming /
Outgoing Clerk
RAMS
4. If the Certificate is 4.1 Provide one Incoming /
for pick-up, proceed originally signed none 10 minutes Outgoing Clerk
to PAS and get the Certificate to the PAS Receiving
requested client and have it Area
document. properly received.
4.2 Request the

client to
accomplish
Customer
Feedback Form
TOTAL: none 7 days
May be extended depending on the volume of transactions handled and the length of service of
the separated Official/employee as recorded in the Leave Ledger
Page 410 of 629

3. Issuance of Completed Central Office Clearance Certificate from
Money, Property and Legal Accountabilities to Separated
Officials and Employees
A copy of duly accomplished DSWD Regional Certificate is being provided to

Officials and employees who were separated from the Department which certifies
that the former Official/employee no longer has money, property and legal
accountabilities. The provision of the Clearance Certificate may be requested by
separated Officials and employees if the Clearance Certificate initially-issued to them
was lost, damaged, etc., or the Official/employee was not able to secure the duly-
accomplished Clearance Certificate at the time of their separations.
Office or Division: Personnel Administration Section(PAS)

Transaction:
Who may avail: Permanent/Casual/Contractual/MOA/JO Separated Field Staff
and employees who already has a duly –accomplished Regional
Clearance Certificate on file/submitted to PAS and without any
money, property and legal accountabilities.
1. HRMDS-PAD Request Form or formal 1. PAS Receiving Area Client
or e-mail request
2. Letter of Separation and its Acceptance 2. Client or if none, FILE 201 / PER 16
FEES
1. Send mail/e- 1. Receive the none 5 minutes Incoming /
mail or for walk-in documents Outgoing Clerk
without any written submitted PAS Receiving
request, accomplish Area
the HRMDD-PAS
Request Form (write
contact details as
well for courier
purpose) and
submit to PAS,
together with
complete
supporting
documents
2. Wait for advice of 2.1 Review the none 6 days, 6 PAS Focal Person
the assigned PAS documents hours Leave
Focal Person submitted and (may take Administration
check the FILE longer hours Section
201 / PER 16 to depending on
Page 411 of 629

retrieve the the period of
Regional retrieving the
Clearance files)
Certificate on file.
2.2 If there is an none 10 minutes PAS Focal Person
extra original copy of Leave
the Regional Administration
Clearance Section
Certificate on file,
remove it from the
FILE 201 / PER 16.
If there is only one

(1) original copy of
the Regional
Clearance
Certificate on file,
have it
photocopied then
put a “Certified
True Copy” stamp
on it.
2.3 Sign the none 30 minutes Ana Theresa M.
photocopied Laurio
Regional Clearance OIC, PAS
Certificate as to the
“Certified True Copy” Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
3. Inform PAS of 3. Inform the none 5 minutes PAS Focal Person
preferred method of client that the Leave
receiving the original/CTC copy Administration
original/CTC copy of of his/her Regional Section
the Regional Clearance
Clearance Certificate is
Certificate ready and ask if
for pick-up or for
courier service
(either through
chat, e-mail, or
phone call)
4. If the original/CTC 4.1 Prepare and none 20 minutes PAS Focal Person
copy of the Regional print the transmittal Leave
Clearance letter with Administration
Certificate is to be information on how Section
sent via courier to return customer
service, wait until feedback. Attach
Page 412 of 629

the parcel is sent to one original/CTC
given address copy of the
Regional
Clearance
Certificate and one
Customer
Feedback Form for
accomplishment
4.2 Review and none 30 minutes Ana Theresa M.
Sign/initial the Laurio
Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
4.3 Encode none 10 minutes Incoming /
tracking details in Outgoing Clerk
Area
4.4 Forward the none 10 minutes Incoming /
document to the Outgoing Clerk
service Area
Incoming /
Outgoing Clerk
RAMS
Total None 7 days
* May be extended depending on the volume of transactions handled
Page 413 of 629

4. Issuance of Certificate – Certificate of Employment (CoE) to
Separated Officials, Employees and Contract of Service
Workers
This process verifies the employment history of a former or current employee. The
COE is issued to separated Officials and employees in the Field Office who have
been cleared of money, property and legal accountabilities, which certifies their
services rendered in the Department. Certificate of Employment (COE) upon
request by the employee.

Transaction:
Who may avail: Separated Officials and employees of Field Office (Permanent,
Casual and Contractual)
HRMDS-PAD Request Form or formal Request form for Documents
letter or e-mail request employees/workers (Request form are
[email protected]
Regional Clearance Certificate Client or if none, FILE 201 / PER 16
FEES
1. Send mail/e- 1.1 Receive the
mail or for walk-in complete documents none 10 minutes Incoming /
without any written submitted Outgoing Clerk
request, accomplish PAS Receiving
Area
the HRMDD-PAS
Request Form (write
contact details as
well for courier
purposes, if
needed) and submit
to PAS, together
with complete
supporting
documents.
2. Wait for 2.1. Review the
advice of the documents none 2 days, 4
assigned PAS Focal submitted and hours PAS Focal Person
Person check the FILE (may take
201 / PER 16 if longer hours
needed. depending on
the period of
Page 414 of 629

retrieving files,
if needed)
2.2. Encode/
check details to none 30 Minutes
COE, print the
issuance and
attach the
necessary
documents
2.3. Review and Ana Theresa M.
Sign/initial the none 2 hours Laurio
COE OIC, PAS
Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
Total None 3 days
May be extended depending on the volume of transactions handled

How to send feedback Kindly accomplish the Customer Feedback
Form and place at the drop box located in
front of PAS receiving area and you may
send feedback report to this email address
[email protected] or call at
telephone 733-0010. Loc. 212 or written
platform send to DSWD-NCR # 389 San
Rafael St. Legarda, Sampaloc, Manila
How feedbacks are processed Every end of the month, your feedbacks
are consolidated and summarized by the
designated Personnel Officer.
Feedbacks requiring answer/clarifications

are forwarded to appropriate office or
personnel for immediate response within 3
working days
Appropriate client shall be informed of the

response thru email or memorandum.
For the status of your query/clarification,
Page 415 of 629

you may contact us thru:
Telephone: : 8733-0010 loc. 211
How to file a complaint Kindly accomplish the Customer
Feedback Form and place at the drop box
located in front of PAS receiving area and
you may send feedback report to this email
address [email protected].
You may also file complaint through

telephone with following details:
 Your Name and contact details

 Transaction with PAS
 Name of the person complained of
 Reason for complaint
 Evidence/s, if any
How complaints are processed A memorandum ( with attached copy of the
complaint) is issued to the concerned staff
of unit/section being complained requiring
an answer/ explanation on the complaint. If
the complaint is found meritorious, an
investigation will be conducted by a team
formed by the office. Findings of the
investigation with recommendation of the
team if forwarded to Regional Director for
approval. The complainant (person or
agency) is informed in writing with attached
tracking slip indicating action undertaken
unit on the action taken on the complaint.
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 416 of 629

Finance Management Division
Page 417 of 629

1. Processing of Request for Accounting Certifications for
Former DSWD Employees
This covers the processing of requests by DSWD separated employees for the
certifications in the Accounting e.g., certifications of remittances to the
government agencies for the mandatory deductions such as GSIS, HDMF and
Philhealth.
Office or Division: Accounting Division – Regular Program

Type of Processing of Request for Accounting Certification of Former
Transaction: DSWD Employees
Who may avail: Former employees of the Department; or His/Her authorized
representative
Request form for Accounting Certification 1.1 Personally visit the Accounting Office of
of Former DSWD Employees – Request Central Office and/or Field Offices and
Form (DSWD-NCR-FMU-AS No. 1) submit the request form
Schedule of request:
Monday – Friday | 9:00 AM – 5:00 PM

1. Supporting documents: Former DSWD employees of the
Department; or
A. Former DSWD employee must His/Her authorized representative
submit:
• Filled-up request form;
• Photocopy of the former employee
government-issued ID (1 copy)
B. Authorized representative must

submit:
• Filled-up request form:
• Authorization letter for the
representative, if claimed by
person other than the former
employee;
• Photocopy of the former employee
government-issued ID and the
authorized representative (1 copy)
A. Upon claiming of the certification:

• Claim Stub must be presented;
• Identification card (ID) of the
Page 418 of 629

former employee or authorized
representative;
• Authorization letter for
representative, if claimed by
person other than the former
employee, together with the
photocopy of the latter’s ID
FEES
1. Personally visit None None 5 minutes Former employees
the Accounting of the Department;
Office of Central Accounting or
Office and/or Field Certifications His/Her authorized
representatives
Offices and submit * Cost of Service
the request form (COS) worker:
Accounting staff
• Last Cost of
Services
Processed
* Permanent,
Casual and
Contractual
Employee:
• Last Salary
Processed;
• Pag-IBIG
Loan
Amortization
Withheld
and
Remittances
• GSIS Loan
Amortization
Withheld
and
Remittances
• Philhealth
Contribution
and
Remittances
(maximum
of one year)
Page 419 of 629

2. The former (Email) - The None 10 minutes Former employees
employee of the accounting staff of the Department;
Department; or shall or
his/her authorized acknowledge His/Her authorized
representatives
representative may and review the
send the scanned received
form and supporting documents as to
documents to completeness
Accounting Office and request for
address original copy or
(accounting@dswd. print the emailed
gov.ph) or scanned
([email protected] documents;
for Field Offices)
Accounting staff
Personally submit (Walk-in) - The
the filled-up form Accounting Staff
together with the shall receive and
supporting secure the
documents to the completeness of
Accounting Office of the request form
Central Office and/or and required
Field Offices supporting
concerned. documents.
Note:
Only request with
complete
requirements will
be accepted and
processed. All
request with
incomplete
requirements
shall be returned
to the client.
3. Wait for the The Accounting None 15 minutes – Accounting staff
acknowledgement Staff shall record walk-in/ email
receipt through to the monitoring
email or ask for the sheet the details of
claim stub for walk- the request and
in requests with indicate the
schedule to claim schedule to claim
the certificate
the certificate with
control number.
Page 420 of 629

The accounting
staff shall respond
to the email of the
former DSWD
employee for the
schedule of the
release with
reference number
of the document or
claim stub for the
walk-in
Preparation of None 6 days and 35 Accounting,
Certificate for minutes Cash and HR-PAD
Accounting Staff
Certification for
former DSWD
Employees:
The Accounting
Staff shall collect
the data to the
concerned
Division/Section/U
nit (Cash and HR-
PAD) and prepare
the request for
Accounting
Certification of
Former DSWD-
Employees.
The Unit Head

shall review the
certification and
the Head of
Accounting shall
sign the reviewed
certification.
4. Present the The Accounting None 15 minutes Accounting Staff
following: Staff shall update
the status of
* Former DSWD request for
Employees: certificate on the
** Claim stub or monitoring file. All
printed email certificates that are
Page 421 of 629

** Acknowledge ready for release
receipt and shall be
issued to the
Authorized requesting
representative must party/ies
present the
following:
Authorization letter
for the
representative, if
claimed by person
other than the
former employee,
together with the
photocopy of the
latter’s government
– issued ID (1 copy)
5. Accept the The Accounting None 5 minutes Accounting Staff
requested Staff shall issue
certificate and sign and assist the
the logbook for requesting party to
acknowledgement receive and sign in
the logbook for
acknowledgement
of the Certificate
for Accounting
Certification of
Former DSWD
Employees.
6. Provide The Accounting None 2 minutes Accounting Staff
Customer staff shall provide
Feedback Form to the customer
the requesting party feedback to the
requesting party
for the service
provided.
Total None 6 days, 1 hour and 27 minutes
Page 422 of 629

2. Processing of BIR Form 2322: Certificate of Donation
This covers the request of Donor’s Certificate of Donation / Deed of donation or any
document showing proof of donations.
Office or Division: Accounting Section – Regular Program

Type of Processing of Certificate of Donations
Transaction:
Who may avail: Donors of cash and in-kind donations
Electronic or hard copy of request form for The Donor may download and print the request
Certificate of Donation – Request Form form from
(DSWD-NCR-FMU-AS No. 1) https://docs.google.com/document/d/1f9SxGfUB
F-
dgSjzUIPzKeNeGDVpg4hw8/edit?usp=sharing&
ouid=114569089912789065596&rtpof=true&sd=
true
-or-
Personally visit the Accounting Office to

fill-up and submit the request form.
Schedule of request:
Monday – Friday | 9:00 AM – 5:00 PM
Note: Online requests beyond 5:00 PM will be

responded / acknowledge on the following
working day.
Electronic or hard copy of the supporting Requesting Party/Donor
documents:
A. Donor must submit:
1. Filled up request form;

2. Signed and Notarized Deed of
Donation Agreement (DDA);
3. Official receipt for cash donations; or
4. Acknowledgement Receipt for
Donations Received (ARDR) for
Donations in Kind
B. Authorized representative must
Page 423 of 629

submit:
1. Filled up request form and above

mention requirements;
2. Authorization letter from the donor;
3. Photocopy of government issued ID of
the donor and the authorized
representative (1 copy)
FEES
1. The Donor may None None 5 minutes- Donor
download and print walk-in/email
the request form
Certificate of
Donation – Request
Form (DSWD-NCR-
FMU-AS No. 1)
-or- Accounting Staff

Accounting Office None
Personally visit shall issue the
the Accounting request form
Office to fill-up
and submit the
request form
2. Scan the filled-up For E-mail - The None 5 minutes- Accounting Staff
form and email Accounting staff walk-in/email
together with the shall acknowledge
supporting and review the
documents to received
accounting.foncr@d documents as to
swd.gov.ph; completeness and
request for original
-or- copy upon
claiming.
Personally
submit the filled- For Walk-in - The
up form together Accounting Staff
with the shall receive and
supporting check the
documents to completeness of
Accounting the request form
Office. and required
supporting
Page 424 of 629

documents
Note: Only request

with complete
requirements will
be accepted and
processed. All
request with
incomplete
requirements shall
be returned to
client.
3. Wait for the The Accounting None 6 minutes Accounting Staff
acknowledgement Staff shall record walk-in/email
receipt through the details of
email or ask for the donation and
claim stub for walk- indicate the
in requests with schedule of Schedule: Six
schedule to claim release of BIR (6) days and
the certificate Form 2322: seven (7) Accounting Staff
Certificate of hours
Donation.
Preparation of
Certificate of
Donation for
Signature of the
Secretary or the
Authorized
Representative
Page 425 of 629

3. Present the The Accounting None 10 minutes Accounting Staff
following: Staff shall update
the status of
4.1 Donor must request for
present the certificate on the
following monitoring file. All
(Walk in) Claim certificates that are
stub ready for release
(Email) printed shall be issued to
Email of the requesting
Acknowledgeme party/ies
nt Receipt and
original copy of
supporting
documents.
4.2 The
Authorized
representative
must present the
following:
Above mention
supporting
documents.
Authorization
letter for the
representative, if
claimed by
person other than
the former
employee,
together with the
photocopy of the
latter’s
4. Accept the The Accounting None 1 minutes Accounting Staff
requested Staff shall issue
certificate and and assist the
sign the logbook requesting party
for to receive the
acknowledgeme certificate and
nt sign the logbook
for
acknowledgement
of the BIR Form
Page 426 of 629

2322: Certificate
of Donation.
5. 6. Provide The Accounting None 2 minutes Accounting Staff
Customer staff shall provide
Feedback Form to the customer
the requesting feedback to the
party requesting party
for the service
provided.

How to send feedback Walk-in clients are provided with Client
Paper and pencil method) where they could
answer after the provision of service/technical
assistance. Answered Client Satisfaction
Measurement Form is collected by assigned
staff and dropped in drop box. The answered
CSMF in the drop box are being collected
every 15 days for consolidation report.
How feedbacks are processed Feedbacks were consolidated and recorded.
Consolidated information is submitted to the
Supervisor for her reference and immediate
action.
How to file a complaint In the Client Satisfaction Measurement Form
there is a portion where in clients could write
their complaints or suggestion in the provided
service/technical assistance.
How complaints are processed The Supervisor immediately provides feedback
to Staff on the raised complaints thru a
meeting. The staff will come up with an agreed
decision on improving the services. The
agreed action plan is indicated in the CSMF
Monthly report every 1st day of the succeeding
month.
Client with complaint will be sent with a formal

letter about the raised issues and concerns
and the action taken.
Complaints received from PCC are
immediately provided with response thru
formal letter sent within 48 hours.
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 427 of 629

General Administrative Services Division
Page 428 of 629

1. Issuance of Gate Pass for Guests for Service Providers and
Suppliers
Issued for properties that are to be used outside of DSWD premises, for properties to
be brought outside of DSWD premises by employees /officials, for repair or
replacement by the supplier/ service providers, for properties that are to be disposed
through sale/transfer/other mode of disposition
Office or Division: Property and SUpply Section

Type of G2C – Government to Citizen; G2G - Government to
Transaction: Government; G2B - Government to Business Entities
Who may avail: a. DSWD service providers
b. DSWD suppliers
1. Three (3) original copies of duly 1. 1. To be prepared by the client
accomplished Gate Pass OBSUs’ Designated Property and Supply
Custodian (DPSC) through the Property
Records and Equipment Monitoring
Inventory System (PREMIS) with
prescribed format
2. Number of Property/ies to be brought 2. To be prepared by the client without any
outside prescribed format (service providers or
DSWD suppliers)
3. Two (2) copies of duly accomplished
Equipment Borrower Slip/ printed email
from accountable person authorizing the
borrower to bring the property
FEES
1. Submit duly 1. Accomplished
accomplished gate gate pass and
pass with attachments vis-
attachments and à-vis property
present property for presented. If
Checking incomplete return
gate pass to end-
user/requester. None 15 Minutes AS-PSS staff
Check quantity
and details of the
property (serial
no, property no.
etc..)
Manual assign
Page 429 of 629

pre-numbered
Gate Pass to
accomplished
form and encode
in the log book.
1.1 Update the

Property Records
and Equipment
Monitoring
Inventory System
(PREMIS)
regarding the gate
pass through
scanning the
barcode of the
Gate Pass to
record the time of
receipt of request
in and endorse the
same to the AS-
GASD Division
Chief for approval/
Property Officer
1.2 Approve Gate GASD Division
Pass None 5 Minutes Chief/
Property Officer
1.3 Forward copy
of the approved
Gate Pass to:
a. Original
copy –
Security Guard
b. Duplicate
copy – Person
who shall take the AS-PSS Staff
None 5 Minutes
equipment out of
DSWD premises
to present to
Security Guard
On-Duty/Property
Officer
c.Triplicate – PSS
copy
2. Present property 2.1 Borrower/staff Security Guard
None 10 Minutes
together with the who shall bring On-Duty
Page 430 of 629

accomplished Gate out the equipment
Pass to the from DSWD
Security Guard premises shall
present approved
gate pass to the
security guard on
duty reflecting the
correct details of
the property to be
borrowed/brought
outside.
a. Security Guard
to validate details
of the
property/equipme
nt to be brought
out written in the
Gate Pass
b. Without
discrepancy
– Security Guard
On- Duty shall sign
the gate pass, both
the original and
duplicate copy,
provide signed
duplicate copy to
the
borrower/personne
l; Security Guard
to secure the
original copy
2.2 Scan the
barcode of the
Gate Pass to
Security Guard
record the time of None 2 Minutes
On-Duty
bringing out of the
equipment in the
PREMIS.
3. Upon return of 3. Review and
property brought validate returned
outside the DSWD property vis-à- vis
premises, client to signed duplicate Security Guard
present copy of copy of gate pass None 10 Minutes On-Duty
his/her signed gate
pass to the Security a. With
Guard On-Duty discrepancy – Go
to AS-PSS and
Page 431 of 629

inquire on how to
proceed
b. Without
discrepancy
– sign the gate
pass, both the
original and
duplicate copy and
indicate the date of
return
3.1 Scan the
barcode in the
Gate Pass to Security Guard on
None 2 Minutes
record the time of Duty
return of
equipment
3.2
Surrende
r original copies Security Guard on
None 5 Minutes
of gate pass for Duty
returned property
to AS-PSS
3.3 Update record
of gate pass in
PREMIS
indicating the None 10 Minutes AS-PSS staff
actual the date of
return of the
property
3.4 File gate pass
for safe keeping
None 10 Minutes AS- PSS staff
and future
reference
TOTAL None 1 hour, 14 minutes
Page 432 of 629

2. Issuance of Property Clearance for Separated Officials and
Employees
Property Clearance is issued to DSWD employees who are retired/transferred to

another government agency/detail separation from the service,
promotion/reassignment/transfer from one organizational unit within the Department.
Approved Property Clearance shall be issued immediately upon cancellation of
property accountability.
Office or Division: Administrative Service – Property and Supply Section

(AS-PSS)
Transaction:
Who may avail: Department of Social Welfare and Development (DSWD)
Employees who are:
1.Resigned
2.Transferred to other Government Offices
3..Non-renewal of Contract
4.Terminated
5.Retired
6.Promoted
A. Without Property Accountability B. Without Property Accountability
1. Three (3) copies of Clearance 1. Personnel Transaction
Form Section prescribed format.
B. With Property Accountability C. With Property Accountability

1. Three (3) copies of Clearance 1. Personnel Transaction Section
Form prescribed format of Clearance Form;
One (1) Original Copy of Duly prescribed FETS form from Property and
Accomplished Furniture and Equipment Supply Section
Transfer Slip (FETS) to transfer/turnover of 2. To be prepared by the client/concerned
property accountabilities staff without prescribed format (approved
2.With request for relief from property decision from COA)
accountability due to loss - one (1) copy 3. DSWD Commission on Audit without
of COA decision any prescribed format
3.With request for replacement of lost 4. To be prepared by the client/ concerned
property - One (1) photo copy of request for staff
replacement approved by the Regional
Director/ Asst.Regional Director (2) photo
copy of approved request for replacement
from COA
FEES
1. Submit duly 1.1 Receive and None 15 Minutes PSS Staff
approved request for validate request.
Page 433 of 629

transfer, resignation record the
and/or retirement 2 submitted duly
months before the approved request
effectivity of for transfer,
retirement, 30 days resignation and/or
of resignation or retirement
transfer
1.2 Review and None 30 minutes PSS Staff
validate recorded
accountability/ies
on file using
Property Records
and Equipment
Monitoring
Inventory System
(PREMIS) or
individual folder/
database of PSS
1.3 No None 15 Minutes PSS Staff
Accountabilities
Process the
clearance by
affixing signature
of Property Officer
and forward to the
Division Chief for
approval
With
Accountabilities
Inform employee
through
Memorandum on
his/her
accountabilities
and to accomplish
FETS form for
cancellation of her
property
accountability
2. Submit 2. Receive and None 30 Minutes PSS Staff
documents and validate submitted
other requirements documents and
for cancellation of other
property requirements as
accountability proof of cancelled
property
Page 434 of 629

accountability
2.1. If property None 5 Minutes PSS staff
accountability
were cancelled,
initial clearance
and forward to the
Division Chief
(DC) for signature
2.2. Sign None 5 Minutes GASD Division
Clearance Chief/ Property
Officer
2.3. Scan and None 10 Minutes PSS staff
record signed
clearance in
logbook for
employee’s copy
2.4. Upload None 10 Minutes PSS staff
scanned signed
clearance in
PREMIS
TOTAL None 2 hours

How to send feedback -Customer Feedback Form shall be provided to the client
after the Issuance of Property Clearance to separated
officials and employees
How feedbacks are Duly accomplished customer feedback forms shall be
processed consolidated once a month, identify issues and concerns
of the clients which shall be discussed for appropriate
action. Status on identified issues and concerns shall be
monitored on a monthly basis.
How to file a complaint Requesting O/SU and Field Office may submit an appeal
for the request that has been denied or may send a
complaint letter to the Administrative Service-Property,
and Supply Section (PSS) ,email:
[email protected]
How complaints are Upon receipt of complaint, the concerned section shall
processed make necessary evaluation and investigation, provide
feedback report to concerned officials for appropriate
action.
Provide feedback to client as well.
For inquiries and follow-ups, client may contact AS-PSS
through email: [email protected]
Contact Information of CCB, ARTA: 8-478-5093 [email protected]
PCC, ARTA PCC: [email protected] 8888
CCB: [email protected] 0908-881-6565
Page 435 of 629

Office of the Regional Director
Page 436 of 629

1. Technical Assistance on STB-Developed Programs and
Projects
Refers to the provision of technical assistance on concerns relative to the on-going

and completed social technology programs and projects of the Social Technology
Bureau (STB). The process starts with the receipt of the request from Local
Government Units or other intermediaries until the actual provision of technical
assistance in the form of meetings, orientation and capability building activities
through face-to-face and online platforms. This includes the requests for data,
information, social marketing materials, and other knowledge products on Social
Welfare and Development (SWD) programs and projects designed, under pilot-
testing or on-going implementation, and completed by the STB for adoption /
replication by stakeholders.
Office or Division: Social Technology Unit (STU)

Classification: HIGHLY TECHNICAL
Type of G2G - Government to
Transaction: Government G2C - Government
to Citizens
Who may avail: National Government Agencies (NGAs), Local Government Units
(LGUs), Non-Government Organizations (NGOs), Civil Society
Organizations (CSOs), and Academe
1. Written and signed request letter Requesting Office
with complete contact details (name
and contact information) of the
requesting party.
2. Details of the technical assistance
needed.
FEES
1. Send the request 1.1 Receive and None Support Staff
for Technical record the request. 2 hours
Assistance to the
DSWD Field Office
Social Technology 1.2 Prepare, None Social
Unit (STU). check, 7 days Technology
and send Unit
response to the
request, and
conduct the
Technical
Assistance.
1.2.1 If the request

is for sharing data,
Page 437 of 629

information and
knowledge
product:
a. If available in
the website,
include the link
from the STB
website or FO
website.
b. If not available,
coordinate with the
requesting party if
necessary to
ensure that data to
be shared are not
privileged and
sensitive
information in
adherence to the
Data Privacy Act
(DPA); with the
Program Focal
Person/s to
generate the data
needed; and with
the PDPS for
regional data.
c. If not compliant
with the Data
Privacy Act and
DSWD Research
Protocol, inform
the requesting
party following the
DSWD Data
Privacy Manual or
endorse to the 15 days
Field Office Policy
and Plans Division
(PPD) for
appropriate action.
1.2.2 If the request

involves conduct of
actual technical
Page 438 of 629

assistance activity
including
orientation and
capability building
activities, either via
face-to-face or
online means:
a. Coordinate with
the requesting
party.
b. Confirm the
provision of
technical
assistance.
c. Prepare
necessary
logistical needs
(plane ticket if face
to face).
d. Prepare
technical
documents.
e. Conduct the
technical
assistance.
2. Accomplish the 2. Administer/ None Not Applicable
Client Satisfaction Monitor/Follow-up Not
Survey Client Satisfaction Applicable
Survey (CSS).
TOTAL (If the Technical Assistance Non 7 days, 2 hours
is sharing data, information and e
knowledge product)
TOTAL (If the request involves 15 days, 2 hours
conduct of actual technical
assistance activity)
Page 439 of 629

2. Technical Assistance on Program / Project Development or
Enhancement
This refers to provision of technical assistance on program development or

enhancement which includes problem analysis, research for program development,
designing, documentation, pilot testing and evaluation of social technologies,
programs and projects. This process shall apply to the STB and STUs based on the
needs presented by primary customers. This covers the review of requests,
preparation of a reply letter for requests for comments, or a memorandum containing
the recommendation, actual activity on TA provision (if needed), and next steps
based on a coordination meeting on the requested technical assistance.
Office or Division: Social Technology Unit (STU)

Classification: HIGHLY TECHNICAL
Type of G2C – Government to Citizens
Who may avail: DSWD-Offices, Bureaus, Services, Units (OBSUs), DSWD-Field
Offices, National Government Agencies (NGAs), Local
Government Units (LGUs), Non-Government Organizations
(NGOs), and academe
Request Letter From the requesting LGU, NGO, or NGA
FEES
1. Send the request 1.1 Receive and None 2 hours Support Staff
for technical record the
assistance along request.
program/project 1.2 Prepare, None 7 days Social
development or review, and send Technology Unit
enhancement to response to the
DSWD Field Office requesting party.
Social Technology
Unit (STU). 1.3 If the request None 5 days Technical Staff
Involves physical
or online Technical
Assistance
Session such as
conduct of
meeting,
orientation and
capability building
activity, either via
face-to-face or
online means as
agreed with the
Page 440 of 629

requesting party
and prepare the
following:
a. Activity Flow
b. Powerpoint
Presentation
c. Attendance
Sheet
d. Other logistical
requirements
2. Answer the Client 2. Administer/ None 20 minutes Technical Staff
Satisfaction Survey Follow-up the
(CSS) completion of
Client Satisfaction
Survey
immediately after
the completion of
provision of
technical
assistance
If the Technical None 7 days, 2 hours, 20 minutes
Assistance
requested may be
provided via
TOTAL official
communications
If without
physical/online
Technical 12 days, 2 hours, 20 minutes
Assistance
Session

How to send After provision of every Service, the Attending Action Officer or
feedback STU Staff shall ask the Customer to answer the Client
Satisfaction Survey Form (CSSF) via Google Form or printed
version as deemed appropriate.
If the CSS was administered via printed form, the Customer
shall drop the CSS in a designated drop box in the office of the
Social Technology Unit if applicable.
Written feedbacks may also be channeled through the following
contact information:
- For written feedbacks/complaints: Customer may email

STU via: [email protected]
Page 441 of 629

How feedbacks are Every end of the month, the Document Controller shall
processed spearhead the conduct of data analysis of client satisfaction
measurement survey regarding the data gathered through root
cause analysis or other known quality management techniques
and identify plans and actions that must be recommended for
execution to resolve the issues and improve the situation. The
previous year results shall also be compared to the current to
determine if there is improvement and/or need for further
action.
The Document Controller shall submit the Office/Unit

Monthly/Quarterly/Semestral Client Satisfaction Measurement
Report to the Overall Document Controller/ Records and
Archives Management Division via electronic email and signed
hardcopy for storage and safekeeping.
The Annual Client Satisfaction Measurement Survey Results

shall be submitted by the FOs to the Committee on Anti-Red
Tape every 5th day of January of the succeeding year, copy
furnished the Overall Document Controller.
The result of the Quarterly Client Satisfaction Measurement

Report and its analysis, should be discussed during the
Clusters Management Teams. All reports must be readily
available and accessible to provide a means for a particular
Offices, Bureaus and Services to use the results in various
reports.
The DNTSC / PMT on Quality Management, depending on the

customer satisfaction measurement result and data analysis
report, may require the Internal Quality Audit (IQA) Team to
work on the monitoring of approved recommended actions.
The Regional Director shall forward to the STU all

feedback/complaints requiring answers. The Concerned STUs
staff is required to answer within three (3) days of the receipt of
the feedback/complaint. The answer of the concerned staff to
the feedback/complaint is then relayed to the citizen/client.
The results of feedback are reported during the meetings for
improvement of systems and processes, and/or staff behavior.
For inquiries and follow-ups, customers may also contact the
STU and listed below.
How to file a The Complaints may be filed through the following channels:
complaint
● Formal channel: Email addressed to the Regional
Director via [email protected] (please use as
subject “Complaint”)
Page 442 of 629

● Informal channels: through phone calls to concerned
unit
● Complaint box: Drop a complaint in the STU
Complaints Box that shall also be made available in
the office of the Social Technology Unit.
Concerned citizens or complainants are requested to include
the following information in their complaint:
- Staff/Person/s Involved
- Incident and other facts
- Evidence
How complaints are Complaints received through telephone and dropbox shall be
processed processed immediately by the designated Grievance Focal
Person of the Field Office. Said focal shall then forward the
complaint for processing and evaluation by the Grievance
Committee composed of the Management Committee
(ManCom), led by the Regional Director.
Upon careful investigation of the Complaint, the Grievance
Committee shall prepare a response letter to the
Complainant.
A report shall also be forwarded to the Cluster Head on the
complaints as well as the actions taken and
recommendation/s by the Grievance Committee.
Complainants may also follow-up the actions taken by the
Region through telephone numbers (02) 733-0010 and email at
[email protected]
Contact Information of ● Anti-Red Tape Authority (ARTA)
CCB, PCC, ARTA [email protected] 8-478-5093
● Presidential Complaint Center
(PCC) [email protected]
8888
● Contact Center ng Bayan (CCB)
[email protected]
v.ph
before CSC (Civil Service Commission)
0908-881-6565
Page 443 of 629

Non-Frontline Services
Page 444 of 629

Protective Services Division
Page 445 of 629

1. KEC / RLRC Function Room Reservation and Use
Based on the Memorandum Circular No. 1 Series of 2015, The DSWD-NCR Learning
Resource Center (LRC) is established to provide access to knowledge and information
through reading and writing, providing the staff, visitors, or other users the right to use
the LRC materials and services by providing them a secure and comfortable
environment. There is a need to establish LRC in the Field Office in accordance to the
thrust of the Department that all DSWD Offices should maintain a LRC wherein all
knowledge products are installed and is accessible to the public.
Moreover, the location of the DSWD-NCR is accessible to nearby universities hence, it

is necessary to establish a learning center which is open to all students specifically to
Social Work students.
The barriers to knowledge sharing such as lack of time to share, poor verbal and
written communication, difference in education level etc. have to be addressed so that
the people will trust and be empowered to continue to learn, share knowledge and
produce faster, smarter and better services to the clients. On the other hand, the
employees must also be encouraged to share knowledge and produce knowledge
products so they can respond to the ever changing needs of partners and constituents.
Furthermore, the establishment of LRC is a result of DSWD pioneering efforts to

institutionalize a knowledge management system and use of Knowledge Exchange
Center/Regional Learning Resource Center Function Room for meetings, learning
sessions, and exams for applicants which aims to strengthen and promote the
exchange of knowledge with stakeholders, partners and within DSWD towards
increased productivity and efficiency.

Transaction:
Who may avail: DSWD employees
Reservation Form Capacity Building Section / RLRC
FEES
1. Inquire on the 1.1 Receive None 5 minutes Librarian or RLRC
available schedules request via Admin Aide
at RLRC email, phone (Capacity Building
call log, Chat Section)
1.2 Check None 20 minutes Librarian or RLRC
availability of Admin Aide
KEC/RLRC (Capacity Building
Function Room Section)
Page 446 of 629

- If available,
reply confirming
availability with
the link of the
Online
Reservation
Form with
reminders of
room
guidelines
- If not
available,
inform the
client of its non-
availability
2. Fill-out Online 2.1 Perform None 15 minutes Librarian or RLRC
Reservation Form booking on KEC/ Admin Aide
RLRC Calendar (Capacity Building
Section)
2.2 Send an email None 20 minutes Librarian or RLRC
confirming the Admin Aide
reservation with (Capacity Building
the details of the Section)
reservation
3. Client registration 3. Request the None 10 minutes Librarian or RLRC
client to Admin Aide
register in the (Capacity Building
logbook/ QR Section)
Code upon
entering the
KEC/RLRC
4. Accomplishment of 4. Request the None 5 minutes Librarian or RLRC
CSMS client to Admin Aide
accomplish the (Capacity Building
CSMS via Section)
printed copy/
email/ QR
Code after
using of the
Conference
Room
TOTAL None 75 minutes/ 1 Hour and 15
minutes
Page 447 of 629

How to send feedback Feedback and suggestion can be send
through email ([email protected])
and telephone numbers 5-310-1433 or
through the QR Code of the Client
Satisfaction Measurement Form:
https://forms.gle/jQVd8ZybwRRvszio6 and
Evaluation Form:
https://forms.gle/Kr7PWinXsAiT5sJA9
How feedbacks are processed Weekly, the Admin Assistant Aide IV
encodes all submitted feedback and relays
it to the responsible office/ staff.
The responsible office/ staff answer the

cited concerns within 3 days upon receipt
of the feedback.
The reply is sent to the customer/

concerned staff.
For queries and follow-ups, customers/

concerned staff may contact 5-310-1433.
How to file a complaint Feedback and complaints undergo the
same process.
Complaints can also be filed via telephone.

Please include the following information:
- Name of person/ office being
complained
- Incident (STAR Model- Situation,
Task, Action, Result or 5Ws (who,
what, where, when, and why) and 1
H (how)
- Evidence
Same contact number

How complaints are processed Feedback and complaints undergo the
same process.
Contact Information of CCB, PCC, ARTA ARTA: 8-478-5093 [email protected]
CCB: [email protected]
0908-881-6565
Page 448 of 629

Page 449 of 629

1. Data Sharing with DSWD OBSU – Name Matching
Processing of data to determine if a household is in the Listahanan database and

what its corresponding poverty status.
Office or Division: National Household Targeting Office

Who may avail: National Household Targeting Office
1.Letter of Request (indicating reasons for
name-matching)
2.Electronic copy of the names to be
matched.
FEES
1. The Requesting 1. Receive and None 5 minutes Administrative
with attached e-copy transaction/
of names for name tracking system.
matching to NHTO/
NHTS. 1.1. Advise the
requesting party
that they will
receive an email or
day on the
approval of their
request and the
expected schedule
of release of the
results.
1.2. Forward
request to the
NHTO Operations
Division/Project
Development
Officer for review
2. Input comments, None 2 hours NHTO Operations
Page 450 of 629

review, and Division Chief/
recommend if the NHTS PPD Chief
request is for
processing or not
then endorse to
the NHTO
Director/NHTS
Regional Director
3. Review and None 2 hours NHTO Director/
Director
request is for
approval/disapprov
al then inform the
assigned Project
Development
Officer
4. Inform the None 10 minutes Project
requesting party Development Office
on the
approval/disapprov
al of the data
request
 If
Disapprove
d- Return to
requesting
party and
stating in
the letter
the reasons
for
disapproval
based on
AO 09, s.
2021. End
of process.
 If Approved
- Endorse to
the NHTO
IT DPS
Page 451 of 629

Section
Head
*Note: For NHTS-

If Approved, the
request will be
processed.
5. Assess if the None 1 hour Information
attached electronic Technology Officer
copy of names is
in accordance with
the template
required.
 If not in
accordance
with the
required
template -
Inform the
requesting
party for
revision.
 If in
accordance
– Inform the
Administrati
ve Assistant
of the
schedule of
release of
the results.
6. Process the None 20 days (for Information
request on a set 300,000 Technology Officer
deadline, names)
depending on the
volume or number
of names to be
matched.
7. Review the None 3 days NHTO Quality
result of the name Management
Section (QMS)/
Page 452 of 629

matching. NHTS Information
Technology Officer
8. Secure the data None 2 days Information
by adding Technology Officer
password
protection to the
file.
8.1. Prepare the

Data Release
Form (DRF), draft
memo reply and
burn results in a
compact disc(CD). NHTO DPS Head
 Other and QMS Head/
NHTS Head/ PDO
storage
device may NHTO IT Division
apply as Chief/ NHTS PDO
long as it is
approved by
the IT Head
and the
storage
device is
provided by
the
requesting
party
8.2. Counter sign

in the DRF
8.3. Finalize the
memo, attach the
Data Release
Form (DRF) and
secure data then
forward it to the
9. Sign the None 4 hours NHTO Director/
memorandum/ NHTS Regional
Director
endorsement
letter.
Page 453 of 629

10. Track and scan None 5 minutes Administrative
the document Assistant
before releasing
the result to the
requesting Party.
2 Call NHTO Office 2 Provide the None Information
password of the Technology Officer
file to the
requesting party
thru phone upon
inquiry. And
administer the
CSMS form per
CART guidelines.
Feedback Report Development Officer
Officer will follow
up the feedback
report from the
end-user to ensure
its compliance
stated in the
accomplished
MOA.
Total: None 26 days, 1 hour, 20 minutes
*with possible extension on the actual
data processing depending on the
volume of data and names required
Page 454 of 629

2. Data Sharing with DSWD OBSU – List of Data Subject
Generation of data sets with Personal Information (PI) and Sensitive Personal
Information (SPI) for Social protection purposes
Office or Division: National Household Targeting Office

Who may avail: All DSWD OBSUs
1.Letter of Request (indicating purpose
and list of data sets)
FEES
with attached e-copy transaction/
of data requirements tracking system.
to NHTO/ NHTS.
1.1. Advise the
requesting party
that they will
receive an email or
day on the
approval of their
request and the
expected schedule
of release of the
results.
1.2. Forward
request to the
NHTO Operations
Division/Project
Development
Officer for review
2. Input comments, None 4 hours NHTO Operations
review, and Division Chief/
NHTS PPD Chief
Page 455 of 629

recommend if the
request is for
processing or not
then endorse to
the NHTO
Director/NHTS
Regional Director.
3. Review and None 4 hours NHTO Director/
Director
request is for
approval/disapprov
al then inform the
assigned Project
Development
Officer
4. Inform the None 30 minutes Project
requesting party Development
Officer
on the
approval/disapprov
al of the data
request
 If
Disapprove
d- Return to
requesting
party and
stating in
the letter
the reasons
for
disapproval
based on
AO 09, s.
2021. End
of process.
 If Approved
- Endorse to
the NHTO
IT DPS
Section
Page 456 of 629

Head
*Note: For NHTS-

If Approved, the
request will be
processed.
5. Process the None 3 day 3 days Information
request. Technology Officer
6. Review result of None
2 3 days NHTO QMS/ NHTS
data generation. Information
Technology Officer
7. Secure the data None 1 day Information
by adding Technology Officer
password
protection to the
file.
7.1. Prepare the

Data Release
Form (DRF), draft
memo reply and
burn results in a
compact disc(CD).
 Other
storage
device may
apply as
long as it is
approved by NHTO DPS Head
the IT Head and QMS Head/
and the NHTS Head/ PDO
storage
device is
provided by
the
requesting
party
7.2. Counter sign

in the DRF
8. Finalize the None 4 hours NHTO-IT Division
memo, attach with Chief Officer/NHTS
PDO
the DRF and
Page 457 of 629

secured data (CD),
then forward it to
the Administrative
Section.
9. Sign the None 4 hours NHTO Director/
memorandum NHTS Regional
Director
10. Track and scan None 5 minutes Administrative
the documents Assistant
before releasing
the result to the
requesting party.
2. Call NHTO Office 2 Upon receiving None Information
the result from Technology Officer
NHTO, the
requesting party
will contact (thru
phone) Data
Processing
Section for the
password of the
file.
Utilization/ Officer
Development
Feedback Report
Officer will follow
up the feedback
report from the
end-user to ensure
its compliance
stated in the
accomplished
MOA.
Page 458 of 629

3. Data Sharing with DSWD OBSUs – Statistics / Raw Data
Request
Generation of source data, unprocessed anonymized data or numerical processed

data as requested by the client.
Office or Division: NHTO – Operations Division

Classification: C Complex
Who may avail: DSWD OBSUs
1.Letter of Request (specify purpose and
data requested)
FEES
their letter of request in the
of statistical data/ Transaction/
raw data generated tracking system.
from Listahanan
(specify purpose 1.1. Forward
and data requested). request to the
Office of the NHTO
Director/ NHTS
PPD Chief.
2. Review, input None 5 hours NHTO Director/
comments and NHTS PPD Chief
approval in the
request based on
MC 15 s.2021 then
endorse to the
NHTO Statistics
Section / NHTS
Regional Field
Coordinator
3. Review the None 5 hours NHTO Head
request if: Statistician/ NHTS
Regional Field
a. Not clear – In Coordinator
case of vague data
request-
Page 459 of 629

coordinate with the
data users to
clarify the data
requirements. He/
She shall provide
recommendations
on other possible
data that can be
requested if the
requested data is
not available in the
Listahanan
database.
b. Clear –
Endorse request to
the Associates
Statisticians for
data generation.
4.Generate the None 1 day Associate
requested data Statisticians
from the
Listahanan
database. The
generated
can be in excel or
in any format
available.
4.1 Draft reply

letter/
memorandum
4.2 Submit the

generated data
and reply letter to
the NHTO Head
Statisticians/
NHTS RFC
5. Countercheck None 5 hours NHTO Head
Statistician/ NHTS
Page 460 of 629

the generated RFC
if:
a. Not accurate
– Return the
generated
to the Associate
Statisticians for
revisions.
b. Accurate –
Submit the
generated data
statistical/ raw to
the NHTO
Operations
Division Chief/
NHTS PPD Chief.
6. Review the None 5 hours NHTO Operations
facilitated data, Division Chief/
countersign reply NHTS PPD Chief
letter/
memorandum and
endorse to the
Director for
approval and
release.
7. Review further None 5 hours NHTO Director/
the facilitated data NHTS Regional
Director
request. If the
generated
statistics/ raw data
is:
a. Not accurate
and acceptable –
Return the
facilitated data
request to the
Statistics section
for revisions.
Page 461 of 629

b. Accurate and
acceptable – Sign
the reply letter/
memorandum. The
facilitated data
request will be
approved for
release.
2.Receive the data 2. Track and None 10 minutes Administrative
requested facilitate the Assistant
release of the
approved data
request to the
requesting party.
Associate
 Administer Statisticians
the CSMS
form per
CART
guidelines
Utilization/ Officer
Development
Feedback Report
Officer will follow
up the feedback
report from the
end-user to ensure
its compliance
stated in the
accomplished
MOA.
Total None 4 days, 1 hour, 20 minutes

How to send feedback Fill out the feedback form to be provided by the
Administrative Officer and drop it in the designated
dropbox or email to [email protected]
How feedbacks are processed Every end of the week, all forms are compiled and
recorded in the feedback log book by the Administrative
Officer.
Page 462 of 629

Feedback requiring answers shall be forwarded to the
concerned staff or sections and response shall be
forwarded to the client within 3 days upon receipt of
feedback.
For concerns and inquiries, the clients may send an

email to [email protected]
How to file a complaint Fill out the complaint form to be provided by the
Administrative Officer and shall be forwarded to the
designated Complaints Officer.
Complaints may also be filed via electronic mail at

[email protected] specifying the staff being
complained, incident, and evidence if available.
How complaints are processed The Complaints Officer shall evaluate and discuss the
complaint with the immediate supervisor of the
concerned staff.
The Complaints Officer shall investigate and create an

incident report specifying the facts and results of
investigation. The report shall be forwarded to the
NHTO Director for appropriate action.
Complaints officer shall provide feedback to the client.

Contact Information of CCB, National Household Targeting Office (NHTO)
PCC, ARTA [email protected]
VOIP No.: 88872
WiServ: Listahanan<space>complaint/message
send to 0918 912 2813

SMS: 0908 881 6565
Call : 165 56
₱ 5.00 + VAT per call anywhere in the
Philippines via PLDT landlines
Email:
[email protected]
Facebook: https://facebook.com/civilservicegovph/
Web:
Page 463 of 629

4. Information and Communications Technology (ICT) Support
Services
Processes technical assistance for both hardware and software
Office or Division: NTSSD ICTMS

Type of G2G
Transaction:
Who may avail: All DSWD OBSU
ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph
FEES
1. The OBSUSs 1.1 The Service NA 4 hours ICTMS ITO
submit their incident Support Team (Refer to
request through ICT Lead assess and ICTMS
helpdesk system assign the ticket to SLA)
appropriate
desktop support
engineer
1.2 Desktop
Support Engineer
provide service
support for ICT
software and
hardware trouble
to end user
1.3 If there’s a
need for Service
Provider’s
intervention,
service support
engineer provide a
TA Report for
submission to
Procurement
Management
Division-Contract
Management
Division, if for
warranty claim or
to the OBSU
concerned for
Page 464 of 629

facilitation of
Purchase
Request, if for
Service Provider’s
diagnosis and
parts replacement
Total None 4 hours

How to send feedback Use CSM Form or send email to
[email protected],
[email protected]
How feedbacks are processed Feedbacks are consolidated and reviewed
the division.
How to file a complaint Use CSM Form or send email to
[email protected],
[email protected]
How complaints are processed Each complain or request are assigned to
specific person that will take action
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 465 of 629

Human Resource Management and
Development Division
Page 466 of 629

1. Issuance of Service Record (SR) to Current Officials and
Employees
The Service Record (SR) is issued to current Officials and employees in the Field
Office and, as requested, which provides and certifies their detailed government
service, to include: Full Name, Date and Place of Birth, Positions, Status of
Employment and Equivalent Periods and Salaries.

Type of G2G- Government to Government
Transaction:
Who may avail: Current Officials and employees (Permanent/ Casual/
Contractual)
[email protected]
FEES
1. Send mail/e-mail 1. Receive the none 10 minutes Incoming/Outgoing
or for walk-in without complete Clerk
any written request, documents PAS Receiving
accomplish the submitted Area
HRMDD-PAS
Request Form (write
contact details as
well, if needed) and
submit to PAS
2. Wait for advice of 2.1 Review the none 2 Days, 4 Personnel Officer
the Personnel Service Card data, hours
Officer assigned if updated Per16 / (depending
FILE 201 if on the period
needed. of retrieving
the files)
2.2 Encode/ check none 30 minutes
details of SR, print
the issuance and
attach the
necessary
documents
2.3 Review and none 3 hours Ana Theresa M.
Sign/initial the SR (depending on Laurio
the availability OIC, PAS
Page 467 of 629

of signatories)
Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
2.4 Inform the none 10 minutes Personnel Officer
client that SR is Personnel
ready (either Administration
through chat, e- Section
mail or phone call)
3. Get the SR issued 3. Provide one none 10 minutes Incoming/Outgoing
originally signed Clerk
SR to the client PAS Receiving
and have it Area
properly received.
Ask the client to
accomplish
Customer
Feedback Form
Total None 3 days
Page 468 of 629

2. Issuance of Certificate of Employment (CoE) to Current
Officials, Employees and Contract of Service (COS) Workers
This is a sub service for issuance of certificates. The COE is issued to current
Officials, employees, and COS Workers in the Central Office, which certifies their
services rendered.

Transaction:
Who may avail: Current Officials and Employees ( Permanent, Casual,
Contractual, MOA and JO)
Request for Documents form or formal Request form for Documents
letter or email request employees/workers (Request form are
[email protected]
FEES
HRMDD-PAS
Request Form and
submit to PAS
2. Wait for advice of 2.1 Review the none 2 days, 5 Personnel Admin.
the Personnel documents hours (may Asst.
Officer assigned submitted and take longer FO Personnel
check the FILE hours Administration
201 if needed. depending on Section
the period of
retrieving files,
if needed)
2.2 Encode/check none 30 minutes
details to COE,
print the issuance
and attach the
necessary
documents
2.3 Review and none 2 hours Ana Theresa M.
Sign/initial the Laurio
COE OIC, PAS
Page 469 of 629

Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
2.4 Inform the none 10 minutes Personnel Admin.
client that COE is Asst.
ready through the FO Personnel
HRMIS (or either Administration
through chat, e- Section
mail, or phone call)
Total None 3 days

Page 470 of 629

3. Issuance of Certificate of Leave Without Pay (LWOP) / No
LWOP to Current Officials and Employees
The Certificate of Leave Without Pay (LWOP)/No LWOP is issued to current Officials
and employees in the Field Office, which certifies that they have/do not have Leave
Without Pay (LWOP) for a certain period.

Transaction:
Who may avail: Current Officials and Employees (Permanent, Casual,
Contractual)
[email protected]
FEES
HRMDD-PAS
Request Form and
submit to PAS
2. Wait for advice of 2.1 Review the none 3 days Personnel Admin.
the Personnel documents (may take Asst.
Officer assigned submitted and longer hours Leave
of the Leave the period of Section
Ledger in the retrieving files,
ELARS. if needed)
2.2 Review the none 1 day and 4
ELARS vis-à-vis hours
the Leave Ledger
2.3 Reprinting of none 3 hours and 30
the corrected minutes
ELARS, if errors
are found. Encode
details to the
Certificate, print
the issuance and
attach the
Page 471 of 629

necessary
documents
2.4 Review and none 2 days Laurio
Sign/initial the OIC, PAS
ELARS and the
Certificate Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
client that the Asst.
Certificate is ready Leave
(either through Administration
Section
chat, e-mail or
phone call)
Total None 7 days
May be extended depending on the volume of transactions handled and the length of
service of the current Official / employee as recorded in the Leave Ledger
Page 472 of 629

4. Issuance of Certificate of Leave Credits (CLC) to Current
Officials and Employees
This is a sub-service for issuance of certificates. The CLC is issued to current

Officials and employees in the Field Office, which certifies their unutilized leave
credit balances for a certain period.

Transaction:
Who may avail: Permanent/ Casual/ Contractual
[email protected]
FEES
HRMDD-PAS
Request Form and
submit to PAS
2. Wait for advice of 2.1 Review the none 3 days Personnel Admin.
the Personnel documents (may take Asst.
Officer assigned submitted and longer hours Leave
of the Leave the period of Section
Ledger in the retrieving
ELARS1. files, if
needed)
2.2 Review the none 1 day and 4
ELARS vis-à-vis hours
the Leave Ledger
2.3 Reprinting of none 3 hours and 30
the corrected minutes
ELARS, if errors
are found. Encode
the needed details
to the CLC, print
1
Electronic Leave Administration Recording System
Page 473 of 629

the issuance and
attach the
necessary
documents
2.4 Review and none 3 days Laurio
Sign/initial the OIC, PAS
ELARS and the
CLC Atty. Michael
Joseph Lorico
ARDA and
Concurrent OIC,
HRMDD
client that CLC is Asst.
ready (either Leave
through chat, e- Administration
Section
mail or phone call)
3. Get the CLC 3. Provide one none 10 minutes Incoming/Outgoing
issued originally signed Clerk
CLC to the client PAS Receiving
and have it Area
properly received.
Ask the client to
accomplish
Customer
Feedback Form
Total None 7 days

How to send feedback Kindly accomplish the Customer Feedback
[email protected] or call at
telephone 733-0010. Loc. 212 or written
platform send to DSWD-NCR # 389 San
Rafael St. Legarda, Sampaloc, Manila
How feedbacks are processed Every end of the month, your feedbacks are
consolidated and summarized by the
designated Personnel Officer.
Feedbacks requiring answer/clarifications are

forwarded to appropriate office or personnel
Page 474 of 629

for immediate response within 3 working days
Appropriate client shall be informed of the

response thru email or memorandum.
How to file a complaint Kindly accomplish the Customer Feedback
[email protected].
You may also file complaint through

telephone with following details:

For the status of the your complaint/s, you

may contact us contact us thru:
Telephone: : 8733-0010 loc. 211
How complaints are processed A memorandum ( with attached copy of the
complaint) is issued to the concerned staff of
unit/section being complained requiring an
answer/ explanation on the complaint. If the
complaint is found meritorious, an
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 475 of 629

5. Certification of Performance Rating
This service covers the facilitation of the issuance of Certification of Performance

Ratings of Officials and employees for the performance period being requested by
the requesting party.
Office or Division: Human Resource Management and Development Division

Classification: Human Resource Planning and Performance Management
Section
Transaction:
Who may avail: Current Field Office – National Capital Region (FO-NCR) Officials
and Employees
Formal Letter or email request for
HRPPMS Receiving Area
certification of performance rating
PAID
1. Submit the formal 1. Receive the N/A 10 minutes Ma. Cherry Julie
request letter for formal request or Alba
performance rating acknowledge email MDO I, HRPPMS
or email request for request and
performance rating forward to
to the incoming concerned
clerk. HRPPMS PMS
Focal for action.
2. Wait for advice 2.1 Review the N/A 12 hours Ma. Cherry Julie
from the HRPPMS submitted request Alba
PMS Focal and check if the MDO I, HRPPMS
ratings for the
requested rating
period is available
in the PMS
Database.
2.1.1 If rating is N/A 7 hours Ma. Cherry Julie
available, the Alba
HRPPMS PMS MDO I, HRPPMS
Focal shall prepare
the Certification of
performance
Rating for approval
2.1.2 If the rating is Ms. Ria O.

not available, the Mercado
HRPPMS PMS AO V, HRPPMS
Page 476 of 629

Focal shall prepare
the certification of
no rating for
approval.
3. Receive the 3. Once the NA 50 minutes Ma. Cherry Julie
documents and fill- certificates are Alba
up the customer signed, the MDO I, HRPPMS
feedback form document shall be
forwarded to the
outgoing staff for
transmittal to the
requesting
D/S/U/C/RCFs/indi
vidual
4. Submit the filled- 4. Once the NA Ma. Cherry Julie
up customer document has Alba
feedback form to the been received by MDO I, HRPPMS
HRPPMS PMS the requesting
Focal D/S/U/C/RCFs/
individual, the
HRPPMS PMS
Focal staff shall file
the receiving copy
and record the
transaction in the
monitoring tool.
Total None 2.5 days

How to send feedback Accomplish the CSM Form and put in the drop
box located in front of the HRPPMS receiving
area
-or-
Call telephone number: 87348639
-or-
Page 477 of 629

How feedbacks are processed At the end of the month, feedbacks are
consolidated by the designated officer.
Those requiring clarifications are forwarded to

the appropriate office for action
Client shall be informed within 3 working days

How to file a complaint Accomplish the CSM Form and put in the drop
box located in front of the HRPPMS receiving
area
-or-
Call telephone number: 87348639
-or-
Include details as follow:

- Name and contact details
- Transaction with HRPPMS
- Name of person in the complaint
- Reason for complaint
- Evidence/s, if any
How complaints are processed At the end of the month, feedbacks are
consolidated by the designated officer.
Those requiring clarifications are forwarded to

the appropriate office for action within 3 days
Proper investigation shall be conducted and a

report shall be filed by the assigned employee
Client shall be informed within 3 working days
Contact Information of CCB, PCC, ARTA: [email protected]
ARTA Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 478 of 629

General Administrative Services Division
Page 479 of 629

1. Transfer of Property Accountability
Transfer of property accountability to another accountable person shall be processed

for documentation of the actual transfer of property and issuance of new Property
Acknowledgement Receipt for signature of the new accountable person to warrant
cancellation of property accountability of the previous accountable person.
Office or Division: Administrative Service – Property and Supply Section (AS-PSS)

Transaction:
Who may avail: Department of Social Welfare and Development (DSWD) Officials
and Employees
One (1) original copy of the duly To be prepared by the client OBSUs’
accomplished Furniture and Equipment Designated Property and Supply Custodian
Transfer Slip (FETS) through the Property Records and
Equipment Monitoring Inventory System
(PREMIS)
FEES
1. Submit duly 1.1 Validate None 1 Hour AS-PSS staff
accomplished submitted FETS AS-Property Officer
request for FETS request of duly AS-GASD Division
signed concerned Chief
officials and
employees
1.2 Approve
request in PREMIS
1.3 Accomplish the

“encoded by”
portion in the
submitted FETS
request
1.4 Generate and

print 2 copies of
PAR if acquisition
cost of property is
50,000.00 and
above, 2 copies of
ICS if acquisition
cost is lower than
50,000.00 for the
Page 480 of 629

new accountable
officer . Should the
end user be COS,
2 copies of the
undertaking shall
be printed.
1.5 Generate and

print barcode
sticker and attach
to the printed
PAR/ICS
1.6 Record in the

logbook details of
transfer of
properties as
stated in the
printed PAR/ICS
1.7 Forward
PAR/ICS to the
concerned OBSUs
for signature of the
previous
accountable
person and the
new accountable
person
2. Return the duly 2.1 Validate the None 15 Minutes PSS staff
accomplished returned document
PAR/ICS and or if accurately
Undertaking and signed and forward
attach the barcode to AS-PSS
sticker to the visible Property Officer for
and secure area of approval
the property 2.2 Approve duly None 5 Minutes AS-PSS Property
accomplished Officer
document
2.3 Provide 1 copy None 30 Minutes PSS Staff

of approved
PAR/ICS and or
Undertaking to the
Accountable
Person/COS
2.4 Generate the
Page 481 of 629

approval of
document in
PREMIS
2.5 Scan and

upload the
approved PAR/ICS
and or Undertaking
2.6 File approved

PAR/ICS and or
undertaking in the
respective folder of
the accountable
person for
safekeeping
Total None 1 hour, 50 minutes
Page 482 of 629

2. Surrender / Turn-over of Property and Cancellation of
Property Accountability
Turned over property due to its unserviceability or when the same is no longer
needed by the accountable person shall be recorded in order to effect cancellation of
property accountability of the client.

Transaction:
and Employees
1. One (1) Original Copy and 1 photo 1. To be prepared by the client OBSUs’
copy of duly Accomplished Furniture and Designated Property and Supply Custodian
Equipment Transfer Slip (FETS) through the Property Records and
Equipment Monitoring Inventory System
(PREMIS) with prescribed format;
2. Actual Property for turnover 2. To be made available by the

accountable person
PAID
1. Submit duly 1.1 Validate None 15 Minutes AS- PSS staff
accomplished FETS surrendered
for turnover and property vis-à-vis
property for turnover duly accomplished
FETS
1.1 Fill up the

“inspected and
received by”
portion in FETS
1.2 Provide
copy of signed
FETS to the
Accountable
Officer/Designated
Property and
Supply Custodian.
2. Updates record of 2.1. Validate None 30 minutes AS- PSS staff
surrendered submitted FETS
items in the request if duly
Page 483 of 629

Property and signed by the
Supply Section/ concerned officials
or PREMIS and employees
2.2. Validate
FETS Request
created by the
Designated
Property and
Supply Custodian
(DPSC) in
PREMIS vis-à-vis
the submitted
FETS Request
2.3. Approve
request in PREMIS
2.4. Generate
and print PAR if
acquisition cost of
property is
50,000.00 and
above, ICS if
acquisition cost is
lower than
50,000.00. Sign
the “received by”
portion of
PAR/ICS.
2.5. Generate
and print barcode
sticker and attach
to the surrendered
property.
2.6. Approve None 5 Minutes AS-PSS Property
PAR/ICS Officer
2.7. Scan None 15 Minutes AS-PSS staff
approved
documents and
upload to
PREMIS
2.8. Record in
Page 484 of 629

logbook
approved FETS
along with
accomplished
PAR or ICS
2.9. File
approved
PAR/ICS and or
undertaking in
the respective
folder of the
accountable
person for
safekeeping
TOTAL None 1 hour, 5 minutes
Page 485 of 629

3. Issuance of Sticker Pass
Clients with portable equipment which are frequently brought outside and inside the
DSWD premises may request for issuance of Portable Equipment Sticker Pass
(PESP) in lieu of Gate Pass.
Unlike Gate Pass which is valid until the stated date of returned, PESP is valid from
issuance or renewal until the last working day of the semester for regular / casual
/contractual/co-terminus employee, the same shall apply for personal portable
equipment frequently brought out by the employee until the last day of the quarter for
COS workers but not beyond the last day of the contracted service.
Office or Division: Administrative Service – Property and Supply Section

Transaction:
and Employees
One (1) original copy of duly To be prepared by the client OBSUs’
accomplished request for issuance of Designated Property and Supply Custodian
Portable Equipment Sticker Pass (PESP) through the Property Records and
or Personal Portable Equipment Sticker Equipment Monitoring Inventory System;
Pass (PPESP)
PAID
1. Submit duly 1. Validate None 30 minutes PSS staff
accomplished submitted request
request for PESP if duly signed by
the Head of
OBSUs
1.1 Update
expiration date of
the sticker in
PREMIS; for
DSWD property
with accountable
person under
regular /
contractual / co-
terminous / casual
employee
expiration date
shall be every at
Page 486 of 629

the end of every
semester and for
COS workers,
expiration date
shall be by the
endo of the last
month of every
quarter. For
personal property
expiration date
shall be similar to
the DSWD
property with
regular
accountable
person
1.2 Generate in
PREMIS portable
equipment sticker
pass/PPESP and
forward to AS-
Property Officer for
signature
1.3 Record
PESP/PPESP
details in the
logbook
2. Claim 2. Validate None 30 Minutes AS-PSS staff
PESP/PPESP and presented property
present the portable vis-à-vis the details
property of property AS-Property Officer
indicated in the
request for
issuance of
PESP/PPESP
2.1 Sign
PESP/PPESP
2.2 Attach
PESP/PPESP in
the most visible
and secure area of
the property
2.1 Present
Page 487 of 629

PESP /PPESP
request submitted
by the client for
signature as
received sticker
2.2 Update
PREMIS and
marked sticker
pass as claimed
TOTAL None 1 hour
Page 488 of 629

4. Recording, Documentation and Issuance of Expendable or
Consumable Supplies
Request of issuance of commonly use office supplies is being done through filling-
out of Requisition and Issue Slip (RIS) prepared by designated OBSU staff. The
actual issuance of supplies shall be processed by the Property and Supply Section
upon approval of the RIS by the AS-GASD Division Chief.

Transaction:
Who may avail: Department of Social Welfare and Development (DSWD) OBSUs
1. Three (3) copies of duly 1. RIS template issued to respective
accomplished RIS of concerned OBSU Office, Bureaus, Services, Units (OBSUs)
with prescribed format;
2. One (1) Photocopy of approved 2. Designated Supply/Property Officer
PPMP of requesting OBSU of respective Office, Bureaus, Services,
Units;
FEES
1. Submit duly 1. Receive, None 1 Hour PSS Staff
approved RIS to review submitted
Property and Supply RIS with attached
Section with PPMP, record in
approved PPMP the logbook for the
RIS received
1.1 Assign RIS

number
1.2 Verify
availability of
requested supplies
and materials
1.3 Update
concerned OBSU
staff on the
availability or non-
availability of
supplies and
materials
1.4 Request for

the approval of
Page 489 of 629

RIS by the AS-
GASD Division
Chief
2. Accomplish 2. If supplies 20 minutes OBSU requesting
Certificate of Non- are non-available staff
Availability of in the warehouse AS-Property
Supplies OBSU staff to fill Officer
out Certificate of AS-GASD
Non-Availabilty to Division Chief
be noted by the
Property Officer
and approved by
the GASD Division
Chief
3. Receipt of 3.Issue requested None 1 Hour PSS staff
issued supplies and and available
materials supplies to OBSU
staff
a. Updating of
stock/bin card
b. Update
database
TOTAL None 2 hours, 20 minutes
Page 490 of 629

5. Re-Issuance of Equipment and Semi-Expendable Supplies
Surrendered serviceable equipment may be requested for re-issuance to optimize

the use of equipment or semi-expendable equipment or supply due to lack of
equipment, lack of capital outlay and other exigencies.

Transaction:
Who may avail: Administrative Service – Property and Supply Section (AS-PSS)
1. One (1) Original copy of 1. From concerned OBSUs and
memorandum requesting for issuance of personnel, interoffice memorandum format
property
2. Two (2) Original copies of Furniture 2. From AS-PSS through the

and Equipment Transfer Slip (FETS) Designated Property Officer of concerned
OBSU
3. Two (2) Original copies of Property 3. From the AS-PSS / PREMIS online
Accountability Receipt or Inventory through the Designated Property Officer of
Custodian Slip concerned OBSU
FEES
1. Prepare 1. Receive, None 1 Hour Requesting OBSU
request letter review and verify AS -PSS staff
containing item the availability of
specifications, request
quantity, purpose
and to whom the a. Inform
equipment or semi- requesting OBSU
expendable supply of availability or
shall be assigned. non-availability of
items.
b. Request
approval of FETS
for confirmation of
transfer
2. Process the 2. Update None 1 Hour Requesting OBSU
signing of FETS of PREMIS and AS- PSS staff
the recipient office generate PAR or AS-Property Officer
or accountable ICS
person for the re-
Page 491 of 629

issuance of item or a. Transfer
equipment accountability
through updating
of database and
issuance of PAR
or ICS for
reissuance of
equipment/ semi-
expendable supply
b. Process the
approval of PAR or
ICS
3. Confirm 3. Physical None 1 Hour Requesting OBSU
acceptance of item issuance of item or AS-PSS staff
or property through equipment and
signing of PAR or filing of PAR or
ICS ICS
TOTAL None 3 hours
Page 492 of 629

6. Facilitation of Request for Relief from Property Accountability
from Commission on Audit
In case of the lost, damaged and destroyed property issued to employees due to
force majeure, theft/robbery and fire, the Accountable Officer can request for Relief
from Property Accountability to COA. AS-PSS facilitates this request upon
submission of pertinent documents by the Accountable Officer.

Transaction:
Employees who are:
a. DSWD employees and officials
1. One (1) original copy of duly 1. From AS- PSS through PREMIS
accomplished and notarized Report of 2. To be prepared by the client without
Loss, Stolen, Damaged and Destroyed any prescribed format
Property (RLSDDP). 3. To be prepared by the client without
2. One (1) original copy of Incident any prescribed format
Report addressed to the Barangay 4. To be prepared by the client without
3. One (1) original copy of duly any prescribed format
notarized Affidavit of Loss 5. To be prepared by the client without
4. One (1) original copy of duly any prescribed format
notarized Joint Affidavit of Two (2) 6. To be prepared by the client without
Disinterested Person. any prescribed format
5. One (1) original copy of Police 7. To be prepared by the client without
Report any prescribed format
6. One (1) original copy Comments of 8. From AS- PSS Office
the Head Cluster
7. One (1) original copy of
Certification from Competent Authority on
the Destruction brought by Natural
Calamity and Insurgency.
8. One (1) original copy of Inspection
Report of Damaged Property.
9. One (1) photocopy of Property
Acknowledgement Receipt
(PAR)/Inventory Custodian Slip (ICS)
FEES
1. Submit 1.1 Record the None 5 Minutes PSS Staff
request for request in the Accountable Officer
Technical logbook and
Assistance to AS- forward request to
Page 493 of 629

PSS re: loss of AS-GASD Chief
issued property Administrative
Officer
1.2 Review the None 5 Minutes AS-GASD CAO
document and
assign to
concerned
Technical Staff of
PSS
1.3 Review and None 2 Hours AS-PSS Technical
prepare Staff
Memorandum for
signature of the
Regional Director
informing the
Accountable
Officer on the
processes to be
undertaken in the
request for relief
from property
accountability and
requirements to be
submitted in
accordance with
the COA
guidelines
2. Submit 2. Review the None 2 Hours AS-PSS Technical
request for relief documents Staff
from property submitted:
accountability to
COA with the 2.1. If not
following complete -
documentary Prepare
requirements: Memorandum
requiring
a. RLSDDP Accountable
b. Affidavit of Officer to comply
Loss with documentary
c. Affidavit of requirements
Two (2)
Disinterested 2.2. If complete
Person – Prepare
d. Comment of endorsement letter
the Cluster Head to Commission on
e. Police Blotter Audit the Request
and Certification (if for Relief as
applicable) recommended by
Page 494 of 629

f. Certification the Regional
from Competent Director
Authority on the
Destruction brought a. Forward the
by Natural Calamity signed
and Insurgency endorsement to
g. Inspection COA copy
Report of Damaged furnished the
Property. Accountable
h. Copy of Officer.
Property
Acknowledgement
Receipt
(PAR)/Inventory
Custodian Slip (ICS)
3. Upon receipt 3. Provide None 2 Hours AS-PSS Technical
of COA Decision, Technical Staff
request Technical Assistance as
Assistance as to follows: FMU staff
settlement of
accountability in 3.1. Request
accordance with Granted – Endorse
COA decision final decision
of COA to FMS for
dropping of the lost
property in the
Books of
Accounts, and
signature of the
Regional Director
copy furnished the
Accountable
Officer
a. Update
records/PREMIS
3.2 Request
Denied – Prepare
memorandum
informing the
Accountable
Officer of the
processes for
replacement,
payment or
reimbursement in
accordance with
Page 495 of 629

COA decision
4. Submit 4. Request None 2 Hours AS-PSS Technical
replacement unit in presence of COA Staff
accordance with representative
COA Decision during inspection
of replacement unit
4.1. Analyze the
specification of
offered
replacement item.
4.2. Accept
replacement unit
upon concurrence
of COA
representative
4.3. Prepare
necessary
documentation/
update record in
PREMIS
4.4. Prepare
Memorandum to
FMS with COA’s
acceptance of
offered
replacement for
lost property for
reference and
recording in the
Books of Account.
5. Pay the value 5. Provide None 3 Hours AS-PSS Technical
of property in assistance to Staff
accordance with the Accountable
COA Decision Officer as to the
mode of payment
5.1. Prepare
Memorandum to
FMS for the receipt
of payment; or
other settlement:
5.2. Prepare
Memorandum
informing
HRMDS/Personnel
Transaction for
salary deduction
Page 496 of 629

for the amount of
property to be paid
by Accountable
Officer in
accordance with
COA Decision
5.3. Prepare
necessary
documentation/
update record in
PREMIS
3. Submit 3. Review the None 2 Hours AS-PSS Technical
request for relief from documents Staff
property submitted:
accountability to COA
with the following 2.3. If not
documentary complete -
requirements: Prepare
Memorandum
a. RLSDDP requiring
b. Affidavit of Accountable
Loss
Officer to comply
c. Affidavit of
with documentary
Two (2) Disinterested
requirements
Person
d. Comment of
the Cluster Head 2.4. If complete
e. Police Blotter – Prepare
and Certification (if endorsement letter
applicable) to Commission on
f. Certification Audit the Request
from Competent for Relief as
Authority on the recommended by
Destruction brought the Regional
by Natural Calamity Director
and Insurgency
g. Inspection a. Forward the
Report of Damaged signed
Property. endorsement to
h. Copy of COA copy
Property furnished the
Acknowledgement Accountable
Receipt Officer.
(PAR)/Inventory
Custodian Slip (ICS)
Page 497 of 629

7. Facilitation of Request for Relief from Property Accountability
through Reimbursement / Replacement
When the lost, damaged and destroyed property issued to employees was due to
other circumstance other that force majeure, theft/robbery and fire (whereas lost may
be credited), the Accountable Officer can request for the replacement or
reimbursement of the money value of the lost property or payment of cost of repair of
the damaged property, within thirty (30) days from the occurrence of loss.

Transaction:
Employees who are:
b. DSWD employees and officials
1. One (1) copy of duly accomplished 1. From AS-PSS through PREMIS
Report of Loss, Stolen, Damaged and
Destroyed Property (RLSDDP), with proof
of submission to COA
2. One (1) original copy of 2. To be prepared by the Client without

Memorandum requesting any prescribed format
reimbursement/replacement of item lost
signed by the Regional Director
FEES
1. Submit copy of 1.1 Record the None 5 Minutes AS-PSS Staff
Memorandum request in the Accountable Officer
signed by the logbook .Forward
Regional request to AS-
Director/Head of GASD CAO
OBSU with attached
RLSDDP to COA 1.2 Review the
Request and
RLSDDP
1.2 Assign the None 5 Minutes AS-GASD CAO
request to
concerned
Technical Staff
1.1 Review the None 2 Hours AS-PSS Technical
Request. Staff
a. If not
Page 498 of 629

complete - Return
to Accountable
Officer for
Compliance
b. If complete
– Prepare
Memorandum on
the
recommendation
relative to request
signed by the
Regional Director
c. Prepare
Memorandum for
Accountable
Officer informing
the approval of the
request for
Reimbursement/
Replacement of
Lost Property.
2. Submit 2. Reimburse
compliance on the ment
approved
recommendation of 2.1 Assist the
settlement. Accountable Office
for the Issuance of
Order of Payment
from Accounting
Division.
2.2 Assist the

Accountable
Officer for the
issuance of Official
Receipt of Cash
Division for the
payment.
2.3 Update
PREMIS as to the
settlement of
property
accountability
made
Page 499 of 629

2. Replaceme
nt
2.1 Inspection
of the offered
replacement item.
a. If not
compliant – Return
the item/s to
Accountable
Officer for
compliance.
b. If compliant
– Update record in
PREMIS
2.2 Prepare
Memorandum to
FMS and COA on
the acceptance of
offered
replacement items
for reference and
recording in the
Books of Account.
Page 500 of 629

8. Provision of Technical Assistance of Property and Supply
Management
Technical Assistance is provided to Office, Bureaus, Service Unit and Field Offices in
the area of Property, Asset and Warehouse Management to capacitate their
designated Property Officer on the knowledge of DSWD Guidelines, Oversight
Agencies Rules and Regulations on Property and Supply Management and Land
Titling facilitation.

Transaction:
Who may avail: 1. DSWD C/RCFs
2. DSWD Designated Property and Supply Custodian
3. OBSUs
1. Request for Technical Assistance - To be prepared by DSWD Office OBSU and
One (1) original copy. Field Offices though Memorandum addressed to
the Regional Director / Attention the AS-GASD
Division Chief
FEES
1. Forward the 1. Receive the None 5 Minutes AS-PSS staff
request for request; record in OBSU
Technical the logbook for
Assistance reference; inform
indicating the the AS-Division
specific topics and Chief for the
concerns to be request
discussed. 1.1 Review the None 10 Minutes AS-PSS staff
request. Check the
availability of
Technical Staff to
conduct the TA
and date of the
activity
1.2 Assign the

request to
concerned
Technical Staff.
1.3 Technical None 5 days AS – PSS
Staff prepare reply Technical Staff
for confirming the
date of Technical
Page 501 of 629

Assistance.
a. Prepared
Special Order (If
Field Office) for the
period of Technical
Assistance.
b. Prepare
the needed
documents and
information for the
conduct of
Technical
Assistance
c. Conduct None 3 days ASS – PSS
Technical Technical Staff
Assistance on the
scheduled date
2. Accomplish the 2.1 Receive the None 10 minutes AS – PSS
Technical duly accomplished Technical Staff
Assistance Technical
Evaluation Form Assistance
Evaluation Form.
2.2 Consolidate the None 5 Days from AS-PSS Technical
Technical returned to Staff
Assistance Official Station
Evaluation
Form.
2.3 Prepare
Feedback
Report for
approval of AS-
GASD Division
Chief
2.4 Provide copy of

Feedback
Report to the
requestor of
Technical
Assistance
TOTAL None 14 days and 25 minutes
Page 502 of 629

How to send feedback -Customer Feedback Form shall be
provided to the client after the conduct of
Technical Assistance on Property and
Supply Management
How feedbacks are processed Duly accomplished customer feedback
forms shall be consolidated once a month,
identify issues and concerns of the clients
which shall be discussed for appropriate
action. Status on identified issues and
concerns shall be monitored on a monthly
basis.
How to file a complaint Requesting O/SU and Field Office may
submit an appeal for the request that has
been denied or may send a complaint letter
to the Administrative Service-Property and
Supply Section (PSS) ,email:
[email protected]
How complaints are processed Upon receipt of complaint, the concerned
section shall make necessary evaluation
and investigation, provide feedback report
to concerned officials for appropriate
action.
Provide feedback to client as well.
For inquiries and follow-ups, client may
contact AS-PSS through email:
[email protected]
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 503 of 629

9. Request for Technical Assistance for Special Sanitation and
Disinfection of the Offices
This technical assistance is particular to the provision of clean and COVID-19 free
offices and facilities. Regular sanitation and disinfection of the offices is being
conducted every weekend even without a request from offices. This process is
applicable only to those offices with COVID-19 positive employees and close
contact. This can be scheduled during working days provided that the request must
be properly coordinated with the Human Resource Management and Development
Division (HRMDD) and General Administrative Service Division (GASD) for
recommendation and approval.
Office or Division: General Services Section-Administrative Division

Type of G2G Government-to-Government
Transaction:
Who may avail: DSWD-NCR Field Offices
1. Accomplished manual request form General Services Section-Administrative
(Request for Technical Assistance); or Division
2. Verbal Request
FEES
1. Submit request 1.1. Review, check None 15 minutes Louel A. Soliva
using the manual and coordinate Administrative
request form. with HRMDD Officer/Staff
and AD.
Ensure that the Arvin dela Torre
1.2. Receive the None 10 minutes
Supervisor
request is properly request and D-Triumph
communicated to forward to Janitorial Services
Human Resource assigned
Management and personnel for
Development appropriate
Division (HRMDD) action.
and Administrative 1.3. Verify the None 15 minutes Louel A. Soliva
Division (AD), and disinfection Administrative
has approval. schedule and Officer/Staff
see if there is
a pending
request.
1.4. Notify if the None 10 minutes
requested
date/time is
approved/confi
rmed by the
Page 504 of 629

affected office
so they could
vacate at
once.
Otherwise,
inform the next
available
date/time of
the disinfection
schedule.
2. Adjust the work 2.1. Perform all None 1 hour Louel A. Soliva
schedule of their necessary Administrative
employees. preparations in Officer / Staff
accordance with
- No employee the Department's
Mr. Mateum
shall be allowed to safety and health ABC Security
work/enter the office protocol. Agency
on the day/hour of 2.2. Proceed to None 3 hours Louel A. Soliva
the disinfection the area/office and Administrative
schedule implement the Officer / Staff
sanitation and
disinfection
procedure
2.3. Coordinate None 5 minutes
with the requesting
office after the
activity.
3. Fill-out the 3.1. Feedback None 5 minutes Lovely Valentino
feedback form form (Client Administrative Staff
(Client Satisfaction Satisfaction
Measurement Form) Measurement
and submit to the Form) shall be
assigned personnel. attached to the
manual request
form (Request for
Technical
Assistance) and
submit to assigned
Admin staff for
encoding and filing
Total None 5 hours
Page 505 of 629

10. Request for Use and Monitoring of Vehicle
The Administrative Division-General Service Section shall ensure the efficient

provision of transportation requirements and safe conveyance of the officials,
personnel and staff and goods especially that additional needs are required during
the pandemic.
Daily requests of the use of vehicle are being processed as long as there is an
availability of vehicles with a “first-come first-serve” basis and/or through
prioritization. Other requests are made directly to Admin Division as per advice by
the top management and as needed.
Office or Division: GASD – General Service Section

Type of G2G Government-to-Government
Transaction:
Who may avail: DSWD-NCR Field Office and its Centers/Residential Care
Facilities
Request Form
General Services Section (GSS) General Services Section
Trip Tickets
Daily Vehicle Maintenance Checklist
(by the driver)
Gasoline Request (by the driver)
(one copy of each form to be submitted
to the GSS;1 request form from the end-
user)
FEES
1. Submit the filled 1.1 Review and None 1-2 minutes GSS Dispatcher
up Request Form stamp “Receive” in (Ms. Nancy
(Use of Vehicle) the receiving copy Santos/Mr. Victor
Casuco)
1.2 Request None 2 minutes Administrative

Approval from the Aide IV (all
General Service Drivers) and/or
Section (GSS) and Administrative
Administrative Aide I/GSS
Division Chief Dispatcher
(GSS)
(Ms. Nancy
Santos/Mr. Victor
Casuco)
Page 506 of 629

Kharl T Aman
1.3 Conduct None 5 minutes Administrative

Inspec-tion/BLOW Aide IV/All
BAGETS in Drivers
vehicles (Brakes,
Lights, Oil, Water,
Battery, Air, Gas,
Engine, Tire and
Self)
1.4 Preparation None 1 minute per Administrative

of Trip vehicle Aide I
Tickets/Travel (GSS)/GSS
Order Dispatcher
Gregorio
Gregorio/Nancy
Santos, Victor
Casuco
1.5 Request for None 2 minutes Administrative

Provision of Assistant III
Gasoline and (GSS)
processing Grace Japitan
1.6 Schedule of None 2 minutes GSS Dispatcher

Trips/Travel based Nancy Santos,
on the request Victor Casuco
2. Informed of the 2.1 Review the None 1 day GSS Dispatcher
availability of current schedule (Nancy
Vehicle and Driver of availability of Santos/Victor
Assignment vehicle and assign Casuco)
to concerned
driver
2.2 Advise driver

of his trip
2.3 GSS
Dispatcher
prepares Trip
ticket for trips
within Metro
Manila
2.4 GSS
Dispatcher
prepares Travel
Page 507 of 629

Order and Trip
ticket in case of
out-of town trip
2.5 Provide
details/information
to driver of location
and departure time
3.Receive the 3.1 The GSS None 30 minutes GSS Dispatcher
Certification of dispatcher prepare (Nancy
unavailability of certification of no Santos/Victor
vehicle – in case of available vehicle. Casuco)
no available vehicle
3.2 The GSS Head
signs the
certification
3.3 Issue the

certification
Total None One (1) day and 44 minutes

How to send feedback At the end of each trip, DSWD personnel/staff who used
the vehicle are requested to accomplish the Client
Satisfaction Measurement Form to be given by the
General Service Section-Administrative Division
Dispatcher and/or driver.
How feedbacks are Accomplished client survey is consolidated in a quarterly
processed basis.
Feedbacks are basis for evaluation regarding the data

gathered and specifically to identify plans and actions
and/or corrective measures recommended for execution.
How to file a complaint DSWD personnel may submit complaint letter addressed
to Chief Administrative Officer-Administrative Division,
DSWD-NCR Field Office.
How complaints are Complaint letter if ever there is one affecting other
processed concerned units /office, shall be forwarded for
appropriate action.
Reply letter shall be sent to the complainant.

Contact Information of CCB, ARTA: [email protected]
PCC, ARTA Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 508 of 629

11. Procurement under Agency to Agency
Procurement of Goods, Infrastructure Projects or Consulting Services based on the

requirement needed by the agency to be procured using Negotiated Procurement –
Agency to Agency under Section 53.5 of the 2016 Revised IRR of R.A. 9184 as
mode of procurement.
Office or Division: Procurement Section/BAC/BAC Secretariat

Type of Government-to-Government (G2G)
Transaction:
Who may avail: DSWD FO NCR (Divisions/ Services/ Programs/Sections/Units/
CRCFs)
All Purchase Request (PR) with DRN End-user Unit (D/P/S/U/CRCFs) submit to
number must be submitted in three (3) BAC Secretariat located at the 3rd Floor,
copies approved by the Regional Director Room 301, FO-NCR Old Building
indicating complete technical
specifications of the goods and services
requested with a certified true copy of
approved PPMP and other supporting
documents per request as follows:
 Approved Project Proposal

 Approved Terms of Reference
 Justification
 Price Quotation/ Proposal
 Market Scanning/ Research, if
applicable
Applicability:
 Goods
 Infrastructure Projects
 Consulting Services
Conditions for Agency to Agency:
 Procurement from another agency of

the government (Servicing Agency)
that has the mandate to deliver
goods or services or to undertake
infrastructure project or consultancy
service as required by the PE
 The PE shall justify that entering into
A-to-A with the Servicing Agency is
more efficient and economical to the
Page 509 of 629

government
 The Servicing Agency has the
mandate to deliver the goods and
services required to be procured or
to undertake the infrastructure
project or consultancy required by
the Procuring Entity
 Servicing Agency has the absorptive
capacity to undertake the project
 Servicing Agency owns or has
access to the necessary tools and
equipment required for the project
 Sub-contracting is not allowed.
However, the servicing agency may
implement the infrastructure projects
in-house, by job-order, or through the
pakyaw contracting system
 For procurement of infrastructure
project, the Servicing Agency must
have a track record of having
completed, or supervised a project,
by administration or by contract,
similar to and with a cost at least fifty
percent (50%) of the project at hand
FEES
1. Submit the PR to The BAC Not Three (3) End Users
the Receiving Staff Secretariat (BAC applic calendar days (D/P/S/U/CRCFs)
located at BAC Sec) received, able /BAC Sec/ PS-
Secretariat records the Officer/Buyer
approved
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools
(PMT).
BAC Secretariat
checks the
Page 510 of 629

inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
Section (PS) -
Receiving Staff.
PS -Receiving
Staff encode the
PR in the
Procurement
Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the Procurement
Section (PS) -
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference (TOR).
If found in order,
the PS-
Officer/Buyer
affixes his/her
initial and endorse
the documents
back to the PS-
Receiving Staff.
Otherwise the PS-
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
Page 511 of 629

concerned, signed
by the OIC of
Procurement
Section for further
compliance.
The OIC of
Procurement
Section approve
the processing and
signs the PR and
forward the
documents to the
PS-Receiving
Staff. The PS-
Receiving Staff
records, update
the PMT and
endorses to the
PS- Officer/Buyer
2. Prepare the ORS End-User Unit Not Three (3) PS-CMU, End-user
and have the PO (D/P/S/U/CRCFs) applic working days Unit
signed by the HoPE Concerned for able
preparation
Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
MPU/PO/Contract.
Upon receipt of the

complete
documents, e.g.,
CTC of the BAC
Resolution, PR
and other relevant
document from the
BAC Secretariat,
the Procurement
Section – CMU
receiving staff
updates the PMT
and hand it over to
the PS-CMU Head
for review,
Page 512 of 629

preparation of
executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
(counterpart) shall
prepare the
necessary
MOU/PO/Contract
and ORS and
facilitate the
processing.
Receipt of the Not Three (3) PS-CMU, Supplier
funded Applic working days
PO/Contract able
Upon receipt of the

duly funded
PO/Contract, the
PS–CMU/CRCF
Procurement Focal
(Counterpart) shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
service
provider/other
agency.
Submit Sales Preparation of Not Three (3) PS-CMU, End
Invoice, Billing Disbursement Applic working days User, FMS
Statement or Voucher (DV) for able
Statement of Payment (GAM
Accounts Vo. II/Appendix 32
Instructions)
Page 513 of 629

Preparation and
Signing of Upon receipt of the
Disbursement Inspection Report,
Vouchers Delivery Receipt/
Sales
invoice/Billing/Stat
ement of Account,
and other
supporting
documents, the PS
–CMU shall update
the Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
voucher,
processing and
facilitation of
payment to the
supplier.
For CRCF, their

respective
Procurement
Focal/counterpart
shall then prepare
the voucher and
facilitate the
payment to the
supplier/contractor
(agency).
TOTAL
Page 514 of 629

12. Procurement Under Direct Contracting
Procurement of Goods based on the requirement needed by the agency to be

procured using Direct Contracting under Section 50 of the 2016 Revised IRR of R.A.
9184 as mode of procurement

Type of Government-to-Government (G2G) / Government to Business
Transaction: (G2B)
CRCFs)
 Pre-repair Inspection Report

 Service Provider Diagnostic Report
 Certificate of Exclusive/Sole
Distributorship
 Market Survey/Market Research, if
applicable
 Property Accountability Report
(PAR), if applicable
 Price Quotation
Conditions for Direct Contracting:
 Single source procurement that does

not require elaborate Bidding
Documents
 End-user to conduct survey of the
industry and determine the supply
source. End-user should justify the
necessity for the item that may be
only procured through Direct
Contracting and prove that there is
no suitable substitute in the market
 Items of proprietary nature from
proprietary source, i.e patents, trade
Page 515 of 629

secret, and copyrights
 Critical components from a specific
supplier to hold a contractor to
guarantee its project performance
 Items sold by an exclusive
manufacturer or dealer, subject to
the following conditions:
 No other suppliers selling it at
lower prices; and
 No suitable substitute can be
obtained at more advantageous
terms to the Government
FEES
Submit the PR to the The BAC Not Three (3) End-user Unit/s
Receiving Staff Secretariat (BAC applic calendar days (D/P/S/U/CRCFs) ,
located at BAC Sec) received, able BAC-Secretariat,
Secretariat records the Procurement
approved Section (PS) -
Officer/Buyer
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools.
BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Section(PS)-
Receiving Staff
encode the PR in
the Procurement
Page 516 of 629

Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the PS -
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference.
If found in order,
the PS-
Officer/Buyer
affixes his/her
signature in the PR
and then prepare
the Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
documents.
Otherwise the PS-

Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
Page 517 of 629

For PR receipt
from C/RCF
- PR from
C/RCF shall
be received
with 3 RFQ
prepared
with one (1)
signed by
their
respective
canvasser/p
rocurement
focal.
Approved PR Not Three (3) PS-Officer/Buyer,
received applic calendar days Supplier
able
The Buyer,
thereafter
endorses the
documents to the
PS- Receiving
Staff for the
approval and
signing of
PR/RFQ/RFP of
the OIC-
Procurement
Section. Once
approved and
signed PS-
Officer/Buyer shall
facilitate the
procurement
process.
PS - Officer/Buyer
shall send request
to the Direct
Contractor,
Manufacturer,
Supplier identified
by the End User
Unit concerned in
its market survey
(if applicable), to
Page 518 of 629

submit price
quotations/
proposal including
the terms and
condition of sales,
and certifications
that proves
exclusive
dealership.
The PS-
Officer/Buyer,
thereafter,
endorses to the
BAC through its
Secretariat, a
transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of Direct
Contracting as the
mode of
procurement and
award of contract
to the identified
supplier
Preparation of Not Ten (10) BAC Secretariat
BAC Resolution applic calendar days
and Issuance of able
Notice of Award
(NOA)
Upon receipt of the

documents, BAC
Sec Staff review
and verifies the
veracity and
completeness of
the documents to
ensure that the
supplier is
technically, legally
and financially
capable of
delivering the
goods.
Page 519 of 629

The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of Direct
Contracting
modality and
award of contract
to the supplier.
Likewise, the
Notice of award is
also prepared. The
BAC Resolution
and NOA shall the
be endorsed to the
Head of the BAC
Secretariat for final
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec. Staff
serve it at once to
the awarded
service supplier or
contractor. The
BAC Secretariat
Staff shall endorse
the approved BAC
Resolution (CTC)
with complete
supporting
documents to BAC
receiving staff for
Page 520 of 629

updating of the
Procurement
Monitoring Tools
and afterwards
endorse to PS-
CMU for the
preparation of
Purchase
Order/Contract.
Prepare the ORS Endorsement to Not Three (3) PS-CMU, End-user
and have the PO End-User Unit Applic working days Unit
signed by the HoPE (D/P/S/U/CRCFs) able
Concerned for
preparation
Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
CTC of the BAC
Resolution, PR
and other relevant
document from the
BAC Secretariat,
the PS – CMU
receiving staff
updates the PMT
and hand it over to
the PS -CMU
Head for review,
preparation of
executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
ORS.
Page 521 of 629

However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
shall prepare the
necessary
PO/Contract and
ORS and facilitate
the processing.
PO/Contract able
Upon receipt of the

duly funded
PO/Contract, the
PS-CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
service provider or
contractor.
PO/Contract of
CRCF shall be
endorse to its
concerned
procurement focal
(counterpart) for
the facilitation of
the same.
Submit Sales Supply and Not Three (3) PS-CMU, PASMS
Invoice, Billing Delivery of Goods Applic working days
Statement or able
Statement of For the delivery of
Accounts goods, the PS-
CMU/ Procurement
Focal Staff (CRCF)
must coordinate
with PASMS
(Property, Supply
and Assets
Management
Section) or its
Page 522 of 629

counterpart in the
CRCF on the
receiving of the
stocks/goods,
ensure availability
of warehouse
space, and
prepare the
Request for
inspection (RFI)
addressed to its
respective
Inspection
Committee.
The Inspection
Committee shall
inspect and
examine
compliance to the
technical
specification the
delivered goods
according to the
technical
specifications
stipulated in the
PO/Contract, and
submit Inspection
Report to PS –
CMU, which will be
the basis for the
preparation of
Disbursement
Voucher (DV).
Preparation and Preparation of Not Three (3) PS-CMU, End
Signing of Disbursement Applic working days User, FMS
Disbursement Voucher (DV) for able
Vouchers Payment (GAM
Vo. II/Appendix 32
Instructions)
Upon receipt of the

Inspection Report,
Delivery Receipt/
Sales
ement of Account,
Page 523 of 629

and other
supporting
documents, the
PS-CMU shall
update the
Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
voucher,
processing and
facilitation of
payment to the
supplier/contractor.
For CRCF, their

respective
Procurement Focal
shall then prepare
the voucher and
facilitate the
payment to the
Page 524 of 629

13. Procurement under Direct Retail Purchase of Petroleum
Fuel, Oil and Lubricants (POL) Products and Airline Tickets

procured using Direct Retail Purchase of Petroleum Fuel, Oil and Lubricant (POL)
Products and Airline Tickets under Section 53.14 of the 2016 Revised IRR of R.A.
9184 as mode of procurement.

Transaction: (G2B)
CRCFs)
copies signed by the Division Chief of the Room 301, FO-NCR Old Building
End User Units (D/P/S/U/CRCFs)

 Justification Letter
 Market Survey / Market Research
Conditions for Direct Purchase of

Petroleum Fuel, Oil and Lubricant
(POL) Products and Airline Tickets
The procurement of POL products and

airline tickets can be contracted by the
end-user to identified direct suppliers or
service providers under the following
conditions:
 For petroleum fuel (gasoline,

diesel, and kerosene), oil and
lubricants:
a. Direct retail purchase of POL
Page 525 of 629

products estimated to be
necessary for the operations of
the Procuring Entity within the
fiscal year, including provisions
for foreseeable emergencies
based on historical records, shall
be reflected in the annual
procurement plan (APP) in its
entirety including any amendment
thereto which shall be reflected in
the supplemental APP.
b. Direct purchase must be made
from any available retailers,
dealers or gas stations at retail
pump price.
c. The requirement must be
intended to be used for any
official government vehicles and
equipment for immediate
consumption; and d) Payment
may be made through cash
advance, reimbursement or other
allowable payment modalities
subject to pertinent auditing and
accounting rules.
 For airline tickets:
a. Direct purchase of airline tickets

required for official travels within
the fiscal year, including
provisions for foreseeable
emergencies based on historical
records, shall be reflected in the
APP in its entirety including any
amendment thereto which shall
be reflected in the supplemental
APP.
b. Direct purchase must be made
from any commercial airline at
fairly reasonable rates, subject to
flight availability at the time of
booking, travel days, stopovers,
routes, additional visa
requirements and other
reasonable considerations as
determined by the end-user.
c. Payment may be made through
Page 526 of 629

cash advance, reimbursement or
other allowable payment
modalities subject to pertinent
auditing and accounting rules.
d. Procurement of airline tickets
must be in accordance with
existing rules and regulations
governing official local and
foreign travels of government
personnel and Executive Order
No. 77, s. 2019
FEES
Receiving Staff Secretariat (BAC applic calendar days (D/P/S/U/CRCFs),
Secretariat records the PS- Officer/Buyer
approved
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools.
BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Section (PS) -
Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Page 527 of 629

Sheets) and
endorses the PR
to the Procurement
Section (PS) -
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference (TOR).
If found in order,
the PS-
Officer/Buyer
affixes his/her
initial and endorse
the documents
back to the PS-
Receiving Office.
Otherwise the PS-
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
The OIC of
Procurement
Section approve
the processing and
signs the PR and
forward the
documents to the
PS-Receiving
Staff. The PS-
Page 528 of 629

Receiving Staff
records, update
the PMT and
endorses to the
Procurement
Officer/Buyer.
Approved PR Not One (1) PS- Officer/Buyer
received applic calendar day
able
The PS-
Officer/Buyer shall
facilitate the review
of the submitted
documents from
the target agency.
He/She will
thereafter, endorse
to the BAC through
its Secretariat, a
transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of
Negotiated
Procurement:
Agency to Agency
as the mode of
procurement and
award of contract
to the identified
supplier and/or
service provider.
Preparation of Not Ten (10) BAC Secretariat,
BAC Resolution applic calendar days PS-CMU
Notice of Award
(NOA)
Upon receipt of the

documents, the
BAC Sec Staff
reviews and
verifies the
veracity and
completeness of
Page 529 of 629

the documents to
ensure that the
supplier is
and financially
capable to deliver
the goods.
The BAC Sec Staff

then prepares the
BAC Resolution
with the following
recommendation.
 The end
user
delegated to
directly
purchase
POL
products
and airline
tickets in
accordance
with Part IV
(J) of this
Guidelines
shall
determine
the supplier
or service
provider
capable of
delivering
the required
the required
POL
products
and airline
tickets at
retail pump
price or at
the most
reasonable
retail price,
as the case
may be.
Page 530 of 629

 Taking into
account the
usual trade
and
business
practices
being
observed in
the industry
and the
requirement
s and other
reasonable
consideratio
ns identified
by the end
user, direct
retail
purchase of
the required
POL
products or
airline
tickets shall
be carried
out in
accordance
with
pertinent
accounting
principles
and
practices as
well as of
sound
manageme
nt and fiscal
administrati
on provided
that they do
not
contravene
existing
laws and
regulations
applicable
to financial
transaction.
Page 531 of 629

The notice of
Award (NOA) is
also prepared, The
BAC Resolution
and the NOA shall
be Endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec
Procurement
Officer serves it at
once to the
awarded supplier
and/or service
provider. The BAC
Secretariat Staff
shall then endorse
the approved BAC
Resolution (CTC)
with complete
supporting
documents to BAC
Sec receiving
officer for the
updating of PMT
and afterwards
endorse to
Procurement
Section – Contract
Monitoring Unit
(PS-CMU) for
preparation of
Page 532 of 629

Memorandum of
Understanding/Agr
eement (MOU/A).
Prepare the ORS End-User Unit Not Three (3) End-user Unit
and have the PO (D/P/S/U/CRCFs) Applic working days
signed by the HoPE Concerned for able
preparation
Obligation
Request and
Status (ORS)
The End user

unit/s
(D/P/S/U/CRCFs)
facilitate the
issuance
Memorandum of
Understanding/Agr
eement (MOU/A)
and the
preparation,
signing of
Obligation Request
and Status
(OBRS)
Receipt of the Not Three (3) End-user Unit
Memorandum of able
Understanding/
Agreement
(MOU/A)
Upon receipt of the

duly funded
MOU/A, the End
User Unit/s
(D/P/S/U/CRCFs)
shall facilitate the
signing of MOU/A
notifies and serves
immediately to the
supplier and/or
service provider.
Submit Sales Contract Not As indicated in End-user Unit
Invoice, Billing Implementation Applic the approved
Statement or able TOR
Statement of End User Unit/s
Accounts (D/P/S/U/CRCFs)
Page 533 of 629

shall monitor the
implementation of
the project. The
issuance of
certification of
services rendered
shall be issued by
the end-user unit
(D/P/S/U/CRCFs)
in accordance with
the approved TOR
which shall be
basis for
preparation of
Disbursement
Voucher (DV) for
processing of
payment.
Preparation and Preparation of Not Three (3) End-user Unit, FMS
Signing of Disbursement Applic working days
Vo. II/Appendix 32
Instructions)
Upon receipt of the

Billing/Statement
of Account, and
other supporting
documents, the
end-user unit shall
prepare.
It shall then
endorse to Head
(D/P/S/U/CRCFs),
concerned for
signature and for
processing and
facilitation of
payment to the
supplier/service
provider.
Page 534 of 629

14. Procurement under Emergency Cases
Procurement of Goods/ Services, Infrastructure Project, and Consulting Services

based on the requirement needed by the agency to be procured using Negotiated
Procurement - Emergency Cases under Section 53.2 of the 2016 Revised IRR of
R.A. 9184 as mode of procurement.

Transaction: (G2B)
CRCFs)

 Approved Terms of Reference (TOR)
 Justification Letter
 Market Survey/Market Research
Applicability:
 Goods
 Infrastructure Project
Conditions for Emergency Cases:
 In case of imminent danger to life or

property during a state of calamity
 When time is of the essence arising
from natural or man-made calamities
 Other causes where immediate
action is necessary:
 To prevent damage to or loss of
life or property
 To restore vital public services,
infrastructure facilities and other
Page 535 of 629

public utilities
 In all instances, the HoPE shall
confirm in writing the existence and
veracity of the ground/s relied upon
before approving the contract
 Considering that the underlying
reason of this modality relates to
“time element”, the PE should
consider the appropriate timing or
the proximity of time between the
actual procurement activity to be
conducted and the emergency
sought to be addressed
 When the reason or cause for the
emergency has already been abated,
adoption of competitive bidding shall
be considered
 When the ground is based on
imminent danger to life during a state
of calamity, there must be a
declaration by a competent authority
of a state of calamity before any
procurement activity may be
undertaken
FEES
Receiving Staff Secretariat (BAC applic Calendar days (D/P/S/U/CRCFs),
approved Section (PS) -
Officer/Buyer
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools
(PMT).
BAC Secretariat
checks the
Page 536 of 629

inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Section (PS) -
Receiving Staff
updates the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets), records
and endorses the
PR to the PS -
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference/Technic
al Assistance.
If found in order,
the PS-
Officer/Buyer shall
affix his/her
signature in the PR
and then prepare
the Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
Page 537 of 629

documents.
Otherwise the PS-

Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
Approved PR Not Three (3) PS- Officer/Buyer,
received applic calendar days Supplier, BAC
able Secretariat, TWG
If found in order,
the PS-
Officer/Buyer shall
affix his/her
signature in the PR
and then prepare
the Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
documents.
Otherwise the PS-

Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
He/She then
Page 538 of 629

endorses the
PR/RFQ/RFP and
other relevant
supporting
documents to the
PS- Receiving
Staff for the
approval and
signing of
PR/RFQ/RFP of
the OIC-
Procurement
Section. Once
approved and
signed, the PS-
Receiving Staff
updates the PMT,
and endorse to the
PS- Officer/Buyer
to facilitate the
procurement
process.
The PS-
Officer/Buyer then
sent request to
prospective
suppliers, service
providers,
contractors and
consultant, to
submit price
quotation/ proposal
that is responsive
to the minimum
technical
specifications set
by the end-user
unit/s
(D/P/S/U/CRCFs).
The PS-
Officer/Buyer,
thereafter,
endorses to the
BAC through its
Secretariat, a
Page 539 of 629

transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of
Emergency Cases
and award of
contract to the
legally, technically
and financially
capable supplier,
service provider,
contractor and
consultant.
Upon receipt of the

price
quotations/proposa
l, BAC Sec Staff
shall then proceed
the creation of
Technical Working
Group (TWG) from
the pool of
technical experts
of the DSWD FO
NCR who will
examine and
evaluate the
submitted
documents, and
determine their
compliance to the
minimum technical
specifications set
by the End User
Unit/s, and
recommend to the
BAC their findings.
Preparation of Not Ten (10) PS-Officer/Buyer,
BAC Resolution applic calendar days BAC Secretariat,
and Issuance of able End-user Unit
Notice of Award
(NOA)
Upon receipt of the

documents, the
Page 540 of 629

BAC Sec Staff
review and verifies
the veracity and
completeness of
the documents to
ensure that the
supplier is
and financially
capable to deliver
the goods.
The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of the
Negotiated
Procurement –
Emergency Cases
modality and
award of contract
to the legally,
technically, and
financially capable
supplier/service
provider/contractor
and consultant.
Likewise, the
Notice of Award
(NOA) is also
prepared in cases
of infrastructure
projects/consulting
services. The BAC
Resolution and
NOA shall be
endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
Page 541 of 629

BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec. Staff
serve it at once to
the awarded
service provider
and consultant.
The BAC
Secretariat Staff
shall endorse the
approved BAC
Resolution with
complete
supporting
documents to BAC
receiving staff for
updating of the
Procurement
Monitoring Tools
and afterwards
endorse to PS –
CMU for the
preparation of
Purchase
Order/Contract.
Concerned for
preparation
Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
Page 542 of 629

documents, e.g.,
CTC, BAC
Resolution, PR,
and other relevant
document from the
BAC Secretariat,
the Procurement
Section – CMU
receiving staff
updates the PMT
and hand it over to
the CMU Head for
review, preparation
of executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
(counterpart) shall
prepare the
necessary
PO/Contract and
ORS and facilitate
the processing
PO/Contract able
Upon receipt of the

duly funded
PO/Contract, the
PS – CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
Page 543 of 629

service
provider/contractor
.
In the same
manner, in case of
infrastructure
projects and
consulting services
a corresponding
Notice to
Processed (NTP)
shall also prepared
and issued to the
awarded
contractor/consulta
nt.
PO/Contract of
CRCF shall be
endorsed to its
concerned
procurement focal
(counterpart) for
the facilitation of
the same.
Statement or able
Accounts goods, the PS –
CMU/Procurement
Focal Staff (CRCF)
must coordinate
with PASMS
(Property, Supply
and Assets
Management
Section) or its
counterpart in the
CRCF on the
receiving of the
stocks/goods,
ensure availability
of warehouse
space, and
prepare the
Request for
Page 544 of 629

inspection (RFI)
addressed to its
respective
Inspection
Committee.
The Inspection
Committee shall
inspect and
examine
compliance to the
technical
specification the
delivered goods
according to the
technical
specifications
stipulated in the
PO/Contract, and
submit Inspection
Report to
Procurement
Section – CMU,
which will be the
basis for the
preparation of
Disbursement
Voucher (DV) for
processing of
payment.
Signing of Disbursement Applic working days Users, PASMS
Vo. II/Appendix 32
Instructions)
Upon receipt of the

Inspection Report,
Delivery Receipt/
Sales
invoice/Billing/
Statement of
Account, and other
supporting
documents, the PS
-CMU shall update
the Procurement
Page 545 of 629

Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
voucher,
processing and
facilitation of
payment to the
supplier/consultant
.
For CRCF their

respective
Procurement Focal
shall then prepare
the voucher and
facilitate the
payment to the
supplier/
consultant.
Page 546 of 629

15. Procurement under Highly Technical Consultant
Procurement of Consulting Services based on the requirement needed by the

agency to be procured using Negotiated Procurement – Highly Technical Consultant
under Section 53.7 of the 2016 Revised IRR of R.A. 9184 as mode of procurement.

Transaction: (G2B)
CRCFs)
All Purchase Request (PR) with DRN number End-user Unit (D/P/S/U/CRCFs) submit to BAC
must be submitted in three (3) copies Secretariat located at the 3rd Floor, Room 301,
approved by the Regional Director indicating FO-NCR Old Building
complete technical specifications of the goods
and services requested with a certified true
copy of approved PPMP and other
supporting documents per request as follows:

 Justification
 Curriculum Vitae
Applicability:
 Consultancy Services
Conditions for Highly Technical

Consultant:
 Work involves:
 Highly technical or proprietary
 Primarily confidential or policy
determining, where trust and
confidence are the primary
consideration
 Term is, at most, 1 year, renewable at
the option of the appointing HOPE, but
in no case to exceed the term of the
latter
FEES
Submit the PR to the The BAC Not Three (3) End Users
Receiving Staff Secretariat (BAC applic Calendar days (D/P/S/U/CRCFs)
located at BAC Sec) received, able /BAC
Secretariat records the Sec/Procurement
approved Section –
Page 547 of 629

Purchase Request Officer/Buyer
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools
(PMT).
BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
Section (PS)-
Receiving Staff.
PS-Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the Procurement
Section (PS) -
Procurement
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference (TOR).
Page 548 of 629

If found in order,
the PS-
Officer/Buyer
affixes his/her
initial endorse
back to the PS-
Receiving Staff.
Otherwise the PS-
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
For PR receipt
from C/RCF
- PR from
C/RCF shall be
received with 3
RFQ prepared with
one (1) signed by
their respective
canvasser/procure
ment
focal/counterpart.
The OIC-
Procurement
Section shall
approve the
processing and
signs the PR, and
forward to the PS-
Receiving Staff.
The PS- Receiving
Staff updates the
PMT, records and
endorses to the
PS- Officer/Buyer.
Approved PR Not One (1) Procurement
received applic Calendar day Section (PS) -
Page 549 of 629

able Officer/Buyer
The PS-
Officer/Buyer shall
of the submitted
documents from
the aspiring
Consultants.
He/She will
thereafter, endorse
to the BAC through
its Secretariat, a
transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of
Negotiated
Procurement:
Highly Technical
Consultant as the
mode of
procurement and
award of contract
to the identified
supplier.
BAC Resolution applic Calendar days End-user Unit,
and Issuance of able TWG
Notice of Award
(NOA)
Upon receipt of the

documents, BAC
Sec Staff review
and verifies the
veracity and
completeness of
the documents –
e.g. justification,
market
scanning/research,
cost benefits,
analysis, price
quotations/proposa
ls - to ensure that
Page 550 of 629

the servicing
agency, supplier,
service provider,
contractor and
consultants is
and financially
capable to deliver
the goods and in
accordance with
the provision of RA
9184 and its 2016
IRR.
The BAC
Secretariat staff
shall proceed the
creation of
Technical Working
Group (TWG) from
the pool of
technical experts
of the DSWD FO
NCR who will
examine and
evaluate the
submitted
documents, and
determine their
compliance to the
minimum technical
specifications set
by the End User
Unit/s and
recommend to the
BAC their findings
and
recommendation.
Prior to its award,

the End User
Unit/s to conduct
negotiation
meeting with the
servicing agency
to discuss the
terms and
conditions of the
Page 551 of 629

contract.
The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of Highly
Technical
Consultant
modality and
award of contract
to consultant. The
Notice of Award
(NOA) is also
prepared. The
BAC Resolution
shall the be
endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec. Staff
serve it at once to
the awarded
service supplier or
contractor. The
BAC Secretariat
Staff shall endorse
the approved BAC
Resolution (CTC)
with complete
supporting
Page 552 of 629

documents to BAC
receiving staff for
updating of the
Procurement
Monitoring Tools
and afterwards
endorse to
Procurement
Monitoring Unit
(PS-CMU) for the
preparation of
Purchase
Order/Contract.
and have the PO End-User Unit applic working day Unit
Concerned for
preparation
Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
CTC of the BAC
Resolution, PR
and other relevant
document from the
BAC Secretariat,
the PS – CMU
receiving staff
updates the PMT
and hand it over to
the PS -CMU
Head for review,
preparation of
executive
summary, and
endorse to the
End-User
concerned the
Page 553 of 629

entire documents
for the preparation
and signing of
Obligation Request
and Status (ORS).
However, for
purchase request
coming from
Centers and
Residential Care
Facilities (CRCF),
the concerned
CRCF
procurement focal
(counterpart) shall
prepare the
necessary
PO/Contract and
OBRS and
facilitate the
processing.
PO/Contract able
Upon receipt of the

duly funded
PO/Contract, the
PS-CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
service provider or
contractor.
PO/Contract of
CRCF shall be
endorse to its
concerned
procurement
focal/CMU
counterpart for the
facilitation of the
same.
Page 554 of 629

Instructions)
Preparation and
Sales
ement of Account,
and other
supporting
documents, the PS
–CMU shall update
the Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
disbursement
voucher (DV),
processing and
facilitation of
payment to the
supplier by the
End User.
For CRCF, their

respective
Procurement Focal
(counterpart) shall
then prepare the
voucher and
facilitate the
payment to the
Page 555 of 629

16. Procurement under Lease of Real Property and Venue
Service Information: of Goods or Services based on the requirement needed by the

agency to be procured using Lease of Real Property and Venue under Section 53.10
of the 2016 Revised IRR of R.A. 9184 as mode of procurement.
Office or Division:
Procurement Section/BAC/BAC Secretariat
Transaction: (G2B)
Who may avail: DSWD FO NCR (CRCFs/Divisions/ Services/
Programs/Sections/Units
All Purchase Request (PR) with DRN number End-user Unit (D/P/S/U/CRCFs) submit to BAC
must be submitted in three (3) copies Secretariat located at the 3rd Floor, Room 301,
approved by the Regional Director indicating FO-NCR Old Building
complete technical specifications of the goods
and services requested with a certified true
copy of approved PPMP and other
supporting documents per request as follows:

 Evaluation Criteria/Rating Factor
 Justification on the proposed
venue/location
 Certification that DSWD facilities are not
available
Applicability:
 Procurement covering lease of real

property and venue of official use.
 It is preferred that government agencies
lease publicly-owned real property or
venue from other government agencies.
 It is preferred that government agencies
lease publicly-owned real property or
venue from other government agencies.
 In the event that the PE would resort to
privately-owned real property or venue,
the End-User unit shall justify that the
same is more efficient and
economical to the government.
Conditions for Lease of Real Property and

Venue:
 The End-User shall prepare a Cost-
Page 556 of 629

Benefit Analysis indicating leasing
privately-owned real property or venue
is more efficient and economical
 The ABC shall be set using the mid
point of the range obtained from the
results of the market analysis on the
prevailing lease rates.
 Rental rates should also be within
the prevailing market rates
 Technical Specifications shall be
prepared taking into consideration the
Rating Factors under Appendix B of
2016 Revised IRR of RA 9184.
 The Procurement Section shall invite
at least three (3) prospective
lessors/venues within the vicinity of
the selected location to submit
sealed price quotations for real-
property and open price quotations
for venue.
 Receipt of at least one (1)
quotation is sufficient to proceed
with the evaluation.
FEES
Receiving Staff Secretariat (BAC applic calendar days (D/P/S/U/CRCFs)/B
located at BAC Sec) received, able AC
Officer/Buyer
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools.
BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
Page 557 of 629

endorse to the
Procurement
receiving staff.
Procurement
Section’s (PS)-
Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the Procurement
Section (PS)-
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal.
If found in order:
For PR receipt
from FO offices
- The PS-
Officer/Buyer shall
then affix his/her
signature in the
PR, Prepare the
Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
documents.
For PR receipt
Page 558 of 629

from C/RCF
- PR from
C/RCF shall be
received with 3
RFQ prepared with
one (1) signed by
their respective
canvasser/procure
ment focal.
Otherwise the PS -
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
Approved PR Not One (1) PS-Officer/Buyer,
received applic calendar day BAC Secretariat/
able TWG
The PS-
Officer/Buyer,
thereafter
endorses the
documents to the
Procurement
Section- Receiving
Staff for the
approval and
signing of
PR/RFQ/RFP of
the OIC-
Procurement
Section and the
updating of the
PMT. Once
approved and
signed, the PS-
Receiving Staff
updates the PMT
and endorse to the
PS-Officer/Buyer
Page 559 of 629

to facilitate the
procurement
process.
The PS-
Officer/Buyer shall
send request to
prospective
service provider to
submit price
quotations/
proposal that is
responsive to the
minimum technical
specification set by
the End User Unit
(D/P/S/U/CRCFs).
The PS-
Officer/Buyer,
thereafter,
endorses to the
BAC through its
Secretariat, a
transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of Lease
of Venue and
award of contract
to the legally,
technically and
financially capable
service
provider/contractor
.
Upon receipt of the

price
quotations/proposa
l, BAC Sec Staff
shall then proceed
the creation of
Technical Working
Group (TWG) from
Page 560 of 629

the pool of
technical experts
of the DSWD FO
NCR who will
examine and
evaluate the
submitted
documents, and
determine their
compliance to the
minimum technical
specifications set
by the End User
Unit/s, and
recommend to the
BAC their findings.
Preparation of Not Ten (10) PS-CMU, BAC
BAC Resolution applic calendar days Secretariat, End-
and Issuance of able user Unit
Notice of Award
(NOA)
The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of the
Negotiated
Procurement –
Lease of Venue
modality and
award of contract
to the service
provider with
Lowest Calculated
and Responsive
Quotation. The
Abstract of
Quotation. The
Abstract of
Quotations and
NOA shall the be
endorsed to the
Head of the BAC
review and
Page 561 of 629

comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HOPE).
Upon receipt of the

duly signed NOA,
the BAC Sec. Staff
serve it at once to
the awarded
service provider.
The BAC Sec-in-
Charge Staff then
shall endorse the
approved Abstract
of Quotations with
complete
supporting
documents to the
BAC Sec receiving
officer for the
updating of PMT
and afterwards
endorse to PS-
CMU for the
preparation of
Purchase
Order/Contract.
Prepare the ORS Endorsement to Not Three (3) PS-CMU/End
and have the PO End-User Unit Applic working days Users
signed by the HoPE (D/P/S/U/CRCFs). able
Concerned for
preparation
Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Page 562 of 629

Upon receipt of the
complete
documents, e.g.,
AOC, PR, and
other relevant
document from the
BAC Secretariat,
the PS-CMU
receiving staff
updates the PMT
and hand it over to
the PS-CMU Head
for review,
preparation of
executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement
officer/focal
(counterpart) shall
prepare the
necessary
PO/Contract and
ORS and facilitate
the processing.
Receipt of the Not Three (3) PS-CMU/CRCF-
funded Applic working days Procurement
PO/Contract able Focal/Supplier
Upon receipt of the

duly funded
PO/Contract, the
PS – CMU shall
facilitate the
signing of the
Page 563 of 629

PO/Contract,
notifies and serves
immediately to the
service provider.
PO/Contract of
CRCF shall be
endorse to its
concerned
procurement
officer/focal for the
facilitation of the
same.
Submit Sales Contract Not Three (3) PS-CMU, PASMS
Invoice, Billing Implementation Applic working days
Statement or able
Statement of The End User
Accounts Unit/s shall monitor
the implementation
of the project. The
issuance of
certification of
service rendered
shall be issued by
the end user unit
which shall be the
basis for the
preparation of
Disbursement
Voucher for
processing of
payment

Signing of Disbursement Applic working days Users, FMS
Vo. II/Appendix 32
Instructions)
Upon receipt of the

Inspection Report,
Sales Invoice/
Billing/ Statement
of Account, and
other supporting
documents, the PS
-CMU shall update
Page 564 of 629

the Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
voucher,
processing and
facilitation of
payment to the
service provider.
For CRCF their

respective
Procurement Focal
shall then prepare
the voucher and
facilitate the
payment to the
supplier/consultant
Page 565 of 629

17. Procurement under Repeat Order
Procurement of Goods or Consulting Services based on the requirement needed by

the agency to be procured using Repeat Order under Section 51 of the 2016
Revised IRR of R.A. 9184 as mode of procurement.

Transaction: (G2B)
CRCFs)
 Justification
 Market Survey/Market Research
 Previously Awarded Contract, BAC
Resolution, Notice of Award, Notice
to Proceed
 Inspection and Acceptance
Certificate
 Price Quotation
Applicability:
 Goods
Conditions for Repeat Order:
 Same or lower unit prices than those

in the original contract, provided that
such prices are still the most
advantageous to the GOP after price
verification
 No splitting of contracts, requisition
and Purchase Orders
Page 566 of 629

 Availed of within 6 months from the
date of the NTP arising from the
original contract, provided that there
has been a partial delivery,
inspection and acceptance of the
goods within the same period
 Not to exceed 25% of the quantity of
each item in the original contract
 Original contract awarded through
competitive bidding
 The goods under the original
contract must be quantifiable,
divisible and consisting of at least
four (4) units per item
PAID
located at BAC Sec) received, able BAC Sec/,
approved Section (PS) –
Buyer/Canvasser
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools.
BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Section (PS) -
Receiving Staff
Page 567 of 629

encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets), record
and endorses the
PR to the
Procurement
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference
/Technical
Assistance.
If found in order,
the Procurement
Section (PS)-
Procurement
Officer/Buyer shall
affix her/his initial
in the PR and
endorse the
documents to the
Procurement
Receiving Staff to
update the PMT.
Otherwise the
Procurement
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
Page 568 of 629

compliance
The OIC of
Procurement
section shall also
affix his/her
signature in the PR
and forwards to
the PS-Receiving
Staff.
Approved PR Not Three (3) Procurement
received applic calendar days Section (PS)-
able Officer/Buyer
The Procurement
Receiving Staff,
updates the PMT
and endorses to
the Procurement
Section (PS)-
Officer/Buyer.
The Procurement
Section (PS)-
Officer/Buyer shall
of the submitted
documents and
endorse to the
BAC through its
Secretariat, a
transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of Repeat
Order as the mode
of procurement
and award of
contract to the
previously
awarded supplier
and/or service
provider.
Preparation of Not Ten (10) BAC Secretariat
BAC Resolution applic calendar days
Notice of Award
Page 569 of 629

(NOA)
Upon receipt of the

documents, BAC
Sec Staff review
and verifies the
veracity and
completeness of
the documents e.g.
justification,
market
scanning/research,
cost-benefit,
analysis,
previously
awarded contract,
NTP, Delivery
Receipts, etc.- to
ensure that the
supplier is
and financially
capable to deliver
the goods and in
accordance with
the provision of RA
9184 and its IRR.
The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of Repeat
Order modality and
award of contract
to previously
awarded supplier/
service provide/
contractor and
consultant.
Likewise, the
Notice of Award
(NOA) is also
prepared. The
BAC Resolution
Page 570 of 629

and the NOA shall
be endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec Staff
serves it at once to
the awarded
supplier or
contractor. The
BAC Secretariat
Staff shall endorse
the approved BAC
Resolution (CTC)
with complete
supporting
documents to BAC
Sec receiving staff
for updating of the
Procurement
Monitoring Tools
and afterwards
endorse to
Procurement
Monitoring unit
(PS-CMU) for the
preparation of
PO/Contract.
Concerned for
preparation
Page 571 of 629

Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
CTC of the BAC
Resolution, PR
and other relevant
document from the
BAC Secretariat,
the PS-CMU
receiving staff
updates the PMT
and hand it over to
the PS-CMU Head
for review,
preparation of
executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
shall prepare the
necessary
PO/Contract and
ORS and facilitate
the processing
PO/Contract able
Page 572 of 629

Upon receipt of the
duly funded
PO/Contract, the
PS – CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
supplier, or
contractor.
Statement or able
Accounts goods, the PS –
CMU/Procurement
Focal Staff (CRCF)
must coordinate
with PASMS
(Property, Assets
Supply and
Management
Section) or its
counterpart in the
CRCF on the
receiving of the
stocks/goods,
ensure availability
of warehouse
space, and
prepare the
Request for
inspection (RFI)
addressed to its
respective
Inspection
Committee.
The Inspection
Committee shall
inspect and
examine
compliance to the
technical
specification the
delivered goods
Page 573 of 629

according to the
technical
specifications
stipulated in the
PO/Contract, and
submit Inspection
Report to PS –
CMU, which will be
the basis for the
preparation of
Disbursement
Voucher (DV).
Preparation and Facilitation of Not Three (3) PS-CMU, End
Vouchers Payment (GAM Vo.
II/Appendix 32
Instructions)
Upon receipt of the

Inspection Report,
Delivery Receipt/
Sales
invoice/Billing/State
ment of Account,
and other
supporting
documents, the PS
-CMU shall update
the Procurement
Monitoring Tools
(PMT) and endorse
the documents to
the end user unit for
the preparation of
voucher,
processing and
facilitation of
payment to the
For CRCF, their

respective
Procurement Focal
shall then prepare
the voucher and
facilitate the
payment to the
Page 574 of 629

18. Procurement under Scientific, Scholarly or Artistic Work,
Exclusive Technology and Media Services

the agency to be procured using Negotiated Procurement - Scientific, Scholarly, or
Artistic Work, Exclusive Technology and Media Services under Section 53.6 of the
2016 Revised IRR of R.A. 9184 as mode of procurement.

Transaction: (G2B)

 Justification
 Market Scanning/ Research
Applicability:
 Work of art; commissioned work or
services of an artist for specific
artistic skills (e.g., singer, performer,
poet, writer, painter, sculptor, etc.)
 Scientific, academic, scholarly work
or research, or legal services
 Highly-specialized life-saving
medical equipment, as certified by
the Department of Health
 Scientific, technical, economic,
business, trade or legal journal,
magazine, paper, subscription, or
other exclusive statistical
publications and references;
 Scientific, technical, economic,
Page 575 of 629

business, trade or legal journal,
magazine, paper, subscription, or
other exclusive statistical
publications and references;
 The construction or installation of an
infrastructure facility where the
material, equipment, or technology
under a proprietary right can only be
obtained from the same contractor.
Conditions for Scientific, Scholarly, or

Artistic Work, Exclusive Technology
and Media Services:
 The construction or installation of an
infrastructure facility where the
material, equipment, or technology
under a proprietary right can only be
obtained from the same contractor
 The study should confirm that the
supplier, contractor or consultant
could undertake the project at more
advantageous terms
 The study should confirm that the
supplier, contractor or consultant
could undertake the project at more
advantageous terms
FEES
Receiving Staff Secretariat (BAC applic calendar days (D/P/S/U/CRCFs)
Officer/Buyer
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools
(PMT).
Page 576 of 629

BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
Section (PS)-
receiving staff.
Procurement
Section (PS) -
Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the Procurement
Section (PS) -
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference (TOR).
If found in order,
the PS-
Officer/Buyer
affixes his/her
initial endorse
back to the PS-
Receiving Staff.
Otherwise the PS-
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
Page 577 of 629

End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
For PR receipt
from C/RCF
- PR from
C/RCF shall be
received with 3
RFQ prepared with
one (1) signed by
their respective
canvasser/procure
ment
focal/counterpart.
The OIC-
Procurement
Section shall
approve the
processing and
signs the PR, and
forward to the PS-
Receiving Staff.
The PS-Receiving
Staff updates the
PMT, records and
endorses to the
PS- Officer/Buyer.
Approved PR Not One (1) Procurement
received applic Calendar day Section (PS) -
able Officer/Buyer
The PS-
Officer/Buyer shall
of the submitted
documents from
the aspiring
service provider
that renders a
scientific,
scholarly, or artistic
work, exclusive
Page 578 of 629

technology and
media services.
He/She will
thereafter, endorse
to the BAC through
its Secretariat, a
transmittal
memorandum
requesting for BAC
Resolution
recommending the
adoption of
Negotiated
Procurement:
Scientific,
Scholarly, Or
Artistic Work,
Exclusive
Technology and
Media Services as
the mode of
procurement and
award of contract
to the identified
service provider.
BAC Resolution applic Calendar days TWG, End-user
and Issuance of able Unit
Notice of Award
(NOA)
Upon receipt of the

documents, BAC
Sec Staff review
and verifies the
veracity and
completeness of
the documents –
e.g. justification,
market
scanning/research,
cost benefits,
analysis, price
quotations/proposa
ls - to ensure that
the servicing
agency, supplier,
Page 579 of 629

service provider,
contractor and
consultants is
and financially
capable to deliver
the goods and in
accordance with
the provision of RA
9184 and its 2016
IRR.
The BAC
Secretariat staff
shall proceed the
creation of
Technical Working
Group (TWG) from
the pool of
technical experts
of the DSWD FO
NCR who will
examine and
evaluate the
submitted
documents, and
determine their
compliance to the
minimum technical
specifications set
by the End User
Unit/s
(D/P/S/U/CRCFs),
and recommend to
the BAC their
findings and
recommendation.
Prior to its award,

the End User
Unit/s
(D/P/S/U/CRCFs)
to conduct
negotiation
meeting with the
servicing agency,
supplier, contractor
and consultant to
Page 580 of 629

discuss the terms
and conditions of
the contract.
The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of
Negotiated
Procurement:
Scientific,
Scholarly, Or
Artistic Work,
Exclusive
Technology and
Media Services
modality and
award of contract
to consultant. The
Notice of Award
(NOA) is also
prepared. The
BAC Resolution
shall the be
endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec. Staff
serve it at once to
Page 581 of 629

the awarded
service supplier or
contractor. The
BAC Secretariat
Staff shall endorse
the approved BAC
Resolution (CTC)
with complete
supporting
documents to BAC
receiving staff for
updating of the
Procurement
Monitoring Tools
and afterwards
endorse to
Procurement
Monitoring Unit
(PS-CMU) for the
preparation of
Purchase
Order/Contract.
and have the PO End-User Unit applic working day Unit
Concerned for
preparation
Obligation
Request and
Status (OBRS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
CTC of the BAC
Resolution, PR
and other relevant
document from the
BAC Secretariat,
the PS – CMU
receiving staff
updates the PMT
Page 582 of 629

and hand it over to
the CMU - Head
for review,
preparation of
executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
Obligation Request
and Status (ORS).
However, for
purchase request
coming from
Centers and
Residential Care
Facilities (CRCF),
the concerned
CRCF
procurement focal
(counterpart) shall
prepare the
necessary
PO/Contract and
ORS and facilitate
the processing.
PO/Contract able
Upon receipt of the

duly funded
PO/Contract, the
PS-CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
service provider or
contractor.
PO/Contract of
CRCF shall be
Page 583 of 629

endorse to its
concerned
procurement focal
(counterpart) for
the facilitation of
the same.
Instructions)
Preparation and
Sales
ement of Account,
and other
supporting
documents, the PS
–CMU shall update
the Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
disbursement
voucher (DV),
processing and
facilitation of
payment to the
supplier by the
End User.
For CRCF, their

respective
Procurement Focal
(Counterpart) shall
then prepare the
voucher and
facilitate the
payment to the
Page 584 of 629

19. Procurement under Shopping under Section 52.1 (B)

procured using Shopping under Section 52 of the 2016 Revised IRR of R.A. 9184 as
mode of procurement.

Transaction: (G2B)

 TA Report (GSS/ICTMS/SMO)
Applicability:
 Goods
Shopping:
It is a method where the procuring entity

simply requests for the submission of
price quotations for readily available off-
the-shelf goods or ordinary/regular
equipment to be procured directly from
suppliers of known qualifications.
 The phrase “ordinary or regular

office supplies” are those supplies,
commodities, or materials which
are necessary in the transaction of
official business, and consumed in
the day-to-day operations. This will
not include services such as repair
and maintenance of equipment and
Page 585 of 629

furniture, as well as trucking,
hauling and related or analogous
services.
Conditions for Shopping under Section

52.1 (a):
 There is an unforeseen
contingency requiring immediate
purchase
 Amount does not exceed the
threshold
 The RFQ may be sent directly to
the supplier of known technical,
legal and financial qualifications.
Sending of one (1) RFQ will
suffice.
 Posting of the RFQ may be
dispensed with
Conditions for Shopping under Section

52.1 (b):
 Procurement of ordinary or regular
office supplies and equipment not
available in PS-DBM
 The BAC shall send the RFQs to at
least three (3) suppliers of known
qualifications, and at least three (3)
price quotations must be obtained.
 The deadline for submission may

be extended thrice, if none or less
than the required number of
quotations are received.
 In case no supplier responded after
the third extension, the BAC shall
conduct a mandatory review in
accordance with Section IV (K) of
Annex H.
 Threshold for unforeseen
contingencies [Sec. 52.1(a) PhP
200,00.00
 Threshold for unforeseen
contingencies [Sec. 52.1(b) PhP
1,000,000.00
FEES
Page 586 of 629

Receiving Staff Secretariat (BAC applic calendar days (D/P/S/U/CRCFs)
approved Section – Officer
Buyer
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools.
BAC Sec checks

the inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Section (PS)- PR
Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the Procurement
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
Page 587 of 629

proposal/approved
Terms of
Reference (if
applicable).
If found in order:
For PR receipt
from FO offices
The PS -
Officer/Buyer shall
then affix his/her
signature in the
PR, Prepare the
Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
documents.
For PR receipt
from C/RCF
PR from C/RCF
shall be received
with 3 RFQ
prepared with one
(1) signed by their
respective
canvasser/procure
ment focal.
Otherwise the PS-

Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
Page 588 of 629

compliance.
received applic calendar day BAC Secretariat/
able TWG
The PS-
Officer/Buyer then
endorses the
relevant supporting
documents to the
PS- Receiving
Staff for the
updating of PMT
and endorse to the
OIC of
Procurement
Section for the
approval and
signing of the
PR/RFQ.
The PS-
Officer/Buyer then
endorses the
relevant
documents to the
PS- Receiving
Staff for the
approval and
signing of PR/RFQ
by the OIC of
Procurement
Section. Once
signed, the PS-
Receiving Staff
updates the PMT
and endorse to the
PS-Officer/Buyer
to facilitate the
procurement
process.
After the PR was

reviewed and
determined that
the documents
submitted are
complete, the PS-
Page 589 of 629

Officer/Buyer
thereafter,
endorses to the
BAC, through its
Secretariat a
transmittal
memorandum
requesting for the
BAC to proceed
with the posting at
PhilGEPS, DSWD
Website and
conspicuous
places within the
premises of the
DSWD-FO NCR
for those
projects/activities
with an Approved
Budget for the
Contract (ABC)
above Fifty
Thousand Pesos
(Php 50,000.00)
but not more than
One Million Pesos
(Php 1M) and/or
for the BAC to
proceeds with the
evaluation for the
procurement
transactions with
ABC below Fifty
Thousand Pesos
(Php 50,000.00).
Posting at Not Three (3) BAC Secretariat,
PhilGEPS and applic calendar days End-user Unit/TWG
DSWD Website able
Purchase Request
which requires
posting shall be
posted at the
PhilGEPS, DSWD
website and at the
conspicuous
places and then
endorse to the PS-
Page 590 of 629

Officer/Buyer to
secure quotation
within three (3) to
seven (7) calendar
days or on the
scheduled date of
the deadline for
the submission
and receipt of
quotations/proposa
ls.
Upon receipt of the

price
quotations/proposa
ls, BAC Sec Staff
shall conduct
evaluation, review
and verifies the
veracity and
completeness of
the documents to
ensure that the
supplier is
and financially
capable to deliver
the goods and in
accordance with
the provision of RA
9184 and its 2016
IRR
However, if the
BAC Secretariat
staff could not
proceed to
evaluate the
submitted price
quotations/proposa
ls, BAC Sec Staff
shall then proceed
the creation of
Technical Working
Group (TWG) from
the pool of
technical experts
of the DSWD FO
Page 591 of 629

NCR who will
examine and
evaluate the
submitted
documents, and
determine their
compliance to the
minimum technical
specifications set
by the End User
Unit/s, and
recommend to the
BAC their findings.
Preparation of Not Seven (7) BAC Secretariat,
Abstract of applic calendar days End-user Unit
Quotation able
The BAC
Secretariat Staff
shall then prepare
the BAC Abstract
of Canvass (AOC)/
Abstract of
Quotations
recommending
adoption of the
Shopping modality
and award of
contract to the
supplier/service
provider/contractor
and consultant
with Lowest
Calculated and
Responsive
Quotations. The
AOC/AOQ shall
the be endorsed to
the Head of the
BAC Secretariat
for final review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
Page 592 of 629

approval of the
Head of the
Procuring Entity
(HOPE).
The BAC
Secretariat Staff
shall endorse the
approved BAC
AOC/AOQ with
complete
supporting
documents to BAC
receiving staff for
updating of the
Procurement
Monitoring Tools
and afterwards
endorse to PS –
CMU for the
preparation of
Purchase Order.
Concerned for
preparation
Obligation
Request and
Status (ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
certified true
copies of the
AOC/AOQ, PR,
and other relevant
document from the
BAC Secretariat,
the PS-CMU
receiving staff
updates the PMT
Page 593 of 629

and hand it over to
the PS-CMU Head
for review,
preparation of
executive
summary, and
endorse to the
end-user
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the said
document shall be
indorsed to its
respective CRCF
procurement focal
for the preparation
of PO/Contract
and ORS and
facilitate the
processing.
funded PO Applic working days
able
Upon receipt of the
duly funded
PO/Contract, the
PS – CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
supplier, or
contractor.
PO/Contract of
CRCF shall be
endorse to its
concerned
procurement focal
for the facilitation
Page 594 of 629

of the same.
Supply and Not Three (3) PS-CMU, PASMS
Submit Sales Delivery of Goods Applic working days
Invoice, Billing able
Statement or For the delivery of
Statement of goods, the PS –
Accounts CMU/Procurement
Focal Staff (CRCF)
must coordinate
with PSAMS
(Property, Supply
and Assets
Management
Section) or its
counterpart in the
CRCF on the
receiving of the
stocks/goods,
ensure availability
of warehouse
space, and prepare
the Request for
inspection (RFI)
addressed to its
respective
Inspection
Committee.
The Inspection
Committee shall
inspect and
examine
compliance to the
technical
specification the
delivered goods
according to the
technical
specifications
stipulated in the
PO/Contract, and
submit Inspection
Report to PS –
CMU, which will be
the basis for the
preparation of
Disbursement
Voucher (DV).
Page 595 of 629

20. Procurement under Small Value Procurement
Procurement of Goods, Infrastructure Projects or Consulting Services based on the

requirement needed by the agency to be procured using Negotiated Procurement -
Small Value Procurement under Section 53.9 of the 2016 Revised IRR of R.A. 9184
as mode of procurement.

Transaction: (G2B)
Programs/Sections/Units)
● Approved Terms of Reference

● TA Report (GSS/ICTMS/SMO)
Applicability:
● Goods
● Infrastructure Projects
● Consulting Services
Conditions for Small Value

Procurement:
Procurement of goods not covered by

Shopping under Sec. 52, infrastructure
projects and consulting services not
exceeding the threshold.
The Procurement Section (PS)-

Officer/Buyer shall prepare and send the
RFQs/RFPs to at least three (3) suppliers,
contractors or consultants of known
qualifications
● Receipt of at least one (1)
Page 596 of 629

quotation/proposal is sufficient to
proceed with the evaluation thereof
● Threshold for SVP is not exceeding
PhP 1,000,000.00
● Posting of RFQs/RFPs in the
PhilGEPS website, PE’s website, if
available, and at any conspicuous
place is required if the ABC of the
procurement project is more than
PhP50,000.00.
FEES
located at BAC Sec) received, able PS - Officer/Buyer
Secretariat records the
approved
Purchase Request
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools
(PMT).
BAC Sec checks

the inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Section (PS)-
Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Page 597 of 629

Sheets) and
endorses the PR
to the Procurement
Section (PS)-
Officer/Buyer since
FO NCR has only
identified buyer)
for the thoroughly
review of the
technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference. If found
in order:
For PR receipt
from FO offices
The PS-
Officer/Buyer shall
then affix his/her
signature in the
PR, Prepare the
Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
documents.
For PR receipt
from C/RCF
PR from C/RCF
shall be received
with 3 RFQ
prepared with one
(1) signed by their
respective
canvasser
Page 598 of 629

Otherwise the PS-
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
Received applic calendar day BAC Secretariat/
able TWG
The PS-
Officer/Buyer then
endorses the
relevant supporting
documents to the
PS- Receiving
Staff for the
updating of PMT
and endorse to the
OIC of
Procurement
Section for the
approval and
signing of the
PR/RFQ.
Once approved
and signed, the
PS- Receiving
Staff thereafter
endorses to the
BAC, through its
Secretariat a
transmittal
memorandum
requesting for the
BAC to proceed
with the posting at
PhilGEPS, DSWD
Website and
conspicuous
Page 599 of 629

places within the
premises of the
DSWD-FO NCR
for those
projects/activities
with an Approved
Budget for the
Contract (ABC)
above Fifty
Thousand Pesos
(Php 50,000.00)
but not more than
One Million Pesos
(Php 1M) and/or
for the BAC to
proceeds with the
evaluation for the
procurement
transactions with
ABC below Fifty
Thousand Pesos
(Php 50,000.00).
DSWD Websites able
and Preparation of
BAC Resolution
and Issuance of
Notice of Award
(NOA).
Purchase Request
which requires
posting shall be
posted at the
PhilGEPS, DSWD
website and at the
conspicuous
places and then
endorse to the PS-
Officer/Buyer to
secure quotation
within three (3) to
seven (7) calendar
days or on the
scheduled date of
the deadline for
the submission
Page 600 of 629

and receipt of
quotations/proposa
ls.
Upon receipt of the

price
quotations/proposa
ls, BAC Sec Staff
shall conduct
evaluation, review
and verifies the
veracity and
completeness of
the documents to
ensure that the
supplier is
and financially
capable to deliver
the goods and in
accordance with
the provision of RA
9184 and its 2016
IRR
However, if the
BAC Secretariat
staff could not
proceed to
evaluate the
submitted price
quotations/proposa
ls, BAC Sec Staff
shall then proceed
the creation of
Technical Working
Group (TWG) from
the pool of
technical experts
of the DSWD FO
NCR who will
examine and
evaluate the
submitted
documents, and
determine their
compliance to the
minimum technical
Page 601 of 629

specifications set
by the End User
Unit/s, and
recommend to the
BAC their findings.
Preparation of Not Seven (7) BAC Secretariat,
Abstract of Applic calendar days Consultant, End-
Canvass able user Unit
(AOC/AOQ)/BAC
Resolution and
Issuance of
Notice of Award
(NOA)
The BAC
Secretariat Staff
shall then prepare
the BAC
Resolution
recommending
adoption of the
Negotiated
Procurement –
Small Value
Procurement
modality and
award of contract
to the
supplier/service
provider/contractor
and consultant
with Lowest
Calculated and
Responsive
Quotations/Highest
Rated Responsive
Bidders for
Consultancy.
Likewise, the
Notice of Award
(NOA) is also
prepared in cases
of infrastructure
projects/
consulting
services. The BAC
Resolution and
NOA shall the be
Page 602 of 629

endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity.
Upon receipt of the

duly signed NOA,
the BAC Sec. Staff
serve it at once to
the awarded
supplier, service
provider,
contractor and
consultant. The
BAC Secretariat
Staff shall endorse
the approved BAC
Resolution (CTC)
with complete
document to BAC
receiving staff for
updating of the
Procurement
Monitoring Tools
and afterwards
endorse to
Procurement
Section– Contract
Monitoring Unit
(PS-CMU) for the
preparation of
Purchase Order.
Prepare the ORS Endorsement to Not Three (3) PS-CMU/End User
and have the PO End User Unit Applic working days
concerned for
preparation of
Obligation
Page 603 of 629

Request Status
(ORS)
PS-CMU prepares
and facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
certified true
copies of the BAC
Resolution, PR,
and other relevant
document from the
BAC Secretariat,
the PS – CMU
receiving staff
updates the PMT
and hand it over to
the PS-CMU - Unit
Head for review,
preparation of
executive
summary, and
endorse to the
end-user
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
shall prepare the
necessary
PO/Contract and
ORS and facilitate
the processing.
Receipt of the Not Three (3) PS-CMU/CRCF-
Funded Applic working days Procurement
PO/Contract able Focal/Service
Page 604 of 629

Provider
Upon receipt of the
duly funded
PO/Contract, the
PS – CMU shall
facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
supplier, or
contractor.
Yet, PO/Contract
of CRCF shall be
endorse to its
concerned
procurement focal
for the facilitation
of the same.
Supply and Not Three (3) PS-CMU/PASMS/
Delivery of Goods Applic working days Inspection
able Committee
For the delivery of
goods, the PS–
CMU/Procurement
Focal Staff (CRCF)
must coordinate
with PASMS
(Property, Assets
and Supply
Management
Section) or its
counterpart in the
CRCF on the
receiving of the
stocks/goods,
ensure availability
of warehouse
space, and
prepare the
Request for
inspection (RFI)
addressed to its
respective
Inspection
Committee.
Page 605 of 629

The Inspection
Committee shall
inspect and
examine
compliance to the
technical
specification the
delivered goods
according to the
technical
specifications
stipulated in the
PO/Contract, and
submit Inspection
Report to PS –
CMU, which will be
the basis for the
preparation of
Disbursement
Voucher (DV).
Invoice, Billing Implementation - Applic the approved
Statement of End User unit/s
Accounts shall monitor the
implementation of
the project. The
issuance of
certificate of
services rendered
shall be issued by
the end user unit in
accordance with
the approved TOR
in reference with
the schedule of
payment which
shall be basis for
the preparation of
Disbursement
Voucher (DV) for
processing of
payment.
Preparation and Preparation of Not Three (3) PS-CMU, End User
Signing of Disbursement Applic working days Units, FMS
Vo. II/Appendix 32
Page 606 of 629

Instructions)
Upon receipt of the

Inspection Report,
Delivery Receipt/
Sales
ement of Account,
and other
supporting
documents, the
PS-CMU shall
update the
Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
voucher,
processing and
facilitation of
payment to the
supplier/consultant
.
For CRCF their

respective
Procurement Focal
shall then prepare
the voucher and
facilitate the
payment to the
supplier/consultant
.
Page 607 of 629

21. Procurement under Two (2) Failed Biddings

the agency to be procured using Negotiated Procurement - Small Value
Procurement under Section 53.1 of the 2016 Revised IRR of R.A. 9184 as mode of
procurement.

Transaction: (G2B)
CRCFs)
approved by the Regional Director Room 301, FO-NCR Old Building

Applicability:
 Goods
Documentary Requirements:
 BAC Resolution Declaring 2nd Failure
of Bidding
Conditions:
 Failed competitive bidding for the
second time under Sec. 35; and
 Mandatory review of the Terms,
conditions and specifications, and
ABC, which may be adjusted up to
20% of ABC for the last failed
Page 608 of 629

bidding
 End-User Unit/s (D/P/S/U/CRCFs)
to conduct mandatory review of the
terms, conditions, specifications,
and cost estimates, as prescribed
in Section 35 of the IRR, the BAC,
based on its findings, as assisted
by its Secretariat, TWG and End-
User Unit/s (D/P/S/U/CRCFs) may
revise and agree on the technical
specifications or terms of
reference, and if necessary, adjust
the ABC, subject to the required
approvals. However, the ABC
cannot be increased by more than
twenty percent (20%) of the ABC
for the last failed bidding.
FEES
located at BAC Sec) received, able PMS-BAC-
Secretariat records the Secretariat,
approved Procurement
Section (PS) -
Purchase Request Officer/Buyer
(PR) with proper
signatories in
consonance with
existing guidelines
and with complete
supporting
documents, and
encoding in the
Procurement
Monitoring Tools.
BAC Secretariat
checks the
inclusion of the
procurement
projects in the
PPMP/APP and
endorse to the
Procurement
receiving staff.
Procurement
Page 609 of 629

Section’s
Receiving Staff
encode the PR in
the Procurement
Monitoring Tools
(Excel Spread
Sheets) and
endorses the PR
to the Procurement
Section (PS) -
Officer/Buyer
(since FO NCR
has only identified
buyer) for the
thoroughly review
of the technical
specifications,
which must be in
accordance to the
approved project
proposal/approved
Terms of
Reference (TOR).
If found in order,
the PS-
Officer/Buyer
affixes his/her
initial and endorse
the documents
back to the
Procurement
Section (PS) -
Receiving Office.
Otherwise the PS-
Officer/Buyer shall
prepare a PR-
Action Slip
addressed to the
End User
(D/P/S/U/CRCFs)
concerned, signed
by the OIC of
Procurement
Section for further
compliance.
The OIC of
Page 610 of 629

Procurement
Section approves
the processing and
signs the PR and
forward the
documents to the
PS-Receiving
Staff. The PS-
Receiving Staff
records, update
the PMT and
endorses to the
PS-Officer/Buyer
Approved PR Not One (1) PS-Officer/Buyer
received applic calendar day
able
The PS-Receiving
Staff records,
update the PMT
and endorses to
the PS-
Officer/Buyer and
shall then prepares
the Request for
Quotation (RFQ)
and ensure that
the specific
requirements
indicated in the PR
are consistent with
the approved TOR
and/or supporting
documents.
He/She then
endorses the
PR/RFQ/RFP and
other relevant
supporting
documents to the
PS- Receiving
Staff for the
approval and
signing of
PR/RFQ/RFP by
the OIC-
Procurement
Section. Once
signed, the PS-
Page 611 of 629

Receiving Staff
updates the PMT,
and endorse to the
PS-Officer/Buyer
to facilitate the
procurement
process.
For PR receipt
from C/RCF
- PR from
C/RCF shall be
received with 3
RFQ prepared with
one (1) signed by
their respective
canvasser/procure
ment
focal/counterpart.
After the PR was

reviewed and
determined that
the documents
submitted are
complete, the PS-
Officer/Buyer,
thereafter,
endorses to the
BAC, through its
Secretariat, a
transmittal
memorandum
requesting for BAC
to proceed with the
posting at the
Philgeps, DSWD
Website and
conspicuous
places within the
premises of the
DSWD-FO NCR.
DSWD Website, able
Conduct of
Page 612 of 629

Negotiation and
Submission of
Best and Final
Offer, Conduct of
Post-Qualification
Procurement
Request shall be
posted at the
PhilGEPS, DSWD
website and at the
conspicuous
places.
The PS-Officer/
Buyer shall then
invite at least three
(3) suppliers,
contractors or
consultants,
including those
disqualified in
previous biddings
for the project, for
negotiation to
ensure effective
competition. This
notwithstanding,
those who
responded through
any of the required
postings shall be
allowed to
participate. Even if
only one (1) bidder
should respond to
such invitation or
posting, the BAC
shall proceed with
the negotiation
subject to the rules
prescribed.
Any requirements,
guidelines,
documents,
clarifications, or
other information
Page 613 of 629

relative to the
negotiations that
are communicated
by the BAC to a
supplier, contract,
or consultant shall
be communicated
on an equal basis
to all other
suppliers,
contractors, or
consultants
engaging in
negotiations with
the BAC relative to
the procurement.
The prospective
bidders shall be
given equal time
and opportunity to
negotiate and
discuss the
technical and
financial
requirements of
the project to be
able to submit a
responsive
quotations or
proposal.
Following
completion of the
negotiations, the
BAC shall request
all suppliers,
contractors, or
consultants in the
proceedings to
submit, on a
specified date, a
best offer based
on the final
technical and
financial
requirements
together with their
post qualification
Page 614 of 629

documents.
Upon receipt of the

best and final offer
together with their
post-qualification
documents, the
BAC Sec shall
conduct
evaluation, reviews
and completeness
of the documents
to ensure that the
supplier is
and financially
capable to deliver
the goods and in
accordance with
the provision of RA
No. 9184 and its
2016 IRR.
BAC Secretariat
shall then proceed
the creation of
Technical Working
Group (TWG) from
the pool of
technical experts
of the DSWD-CO
who will examine
and evaluate the
submitted
documents (best
and final offer and
post qualification
documents, and
determine their
compliance to the
minimum technical
specifications set
by the end user
unit/s
(D/P/S/U/CRCFs),
and recommend to
BAC their findings.
Preparation BAC Not Seven (7) BAC Secretariat,
Page 615 of 629

Resolution and applic calendar days Consultant, End-
Issuance of able user Unit
Notice of Award
(NOA)
The BAC
Secretariat shall
then prepare the
BAC Resolution
recommending
adoption of the
Negotiated
Procurement –
Two Failed Bidding
and award of
contract to the
supplier / service
provider/
contractor and
consultant with
Lowest Calculated/
Highest Rated
Responsive
Bidder. Likewise,
the Notice of
Award (NOA) is
also prepared in
cases of
infrastructure
projects/
consulting
services. The BAC
Resolution and the
NOA shall be
endorsed to the
Head of the BAC
review and
comments, prior to
its routing for
approval and
signature of the
members of the
BAC, and
eventually
approval of the
Head of the
Procuring Entity
Page 616 of 629

(HoPE).
Upon receipt of the

duly signed NOA,
the BAC Sec
Procurement
Officer serves it at
once to the
awarded supplier,
service provider,
contractor and
consultant. The
BAC Secretariat
shall then endorse
the approved BAC
Resolution (CTC)
with complete
supporting
documents to the
BAC receiving staff
for the updating of
PMT and
afterwards
endorse to the PS-
CMU for the
preparation of
PO/Contract.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
shall prepare the
necessary
PO/Contract and
ORS and facilitate
the processing.
Concerned for
preparation
Obligation
Request and
Status (ORS)
Page 617 of 629

Procurement
Monitoring Unit
(PS-CMU)
prepares and
facilitate the
issuance of
PO/Contract.
Upon receipt of the

complete
documents, e.g.,
CTC of the BAC
Resolution, PR
and other relevant
document from the
BAC Secretariat,
the PS – CMU
receiving staff
updates the PMT
and hand it over to
the PS-CMU Head
for review,
preparation of
executive
summary, and
endorse to the
End-User
concerned the
entire documents
for the preparation
and signing of
ORS.
However, for
purchase request
coming from
CRCF, the
concerned CRCF
procurement focal
shall prepare the
necessary
PO/Contract and
ORS and facilitate
the processing.
Receipt of the Not Three (3) PS-CMU, Supplier/
funded Applic working days Consultant
PO/Contract able
Page 618 of 629

Upon receipt of the
duly funded
PO/Contract, the
PS – CMU staff
shall facilitate the
signing of the
PO/Contract,
notifies and serves
immediately to the
Supply and Not Three (3) PS-CMU, PASMS
Delivery of Goods Applic working days
able
For the delivery of
goods, PS-CMU/
Procurement Focal
Staff (CRCF) must
coordinate with
PASMS (Property,
Supply and Assets
Management
Section) or its
counterpart in the
CRCF on the
receiving of the
stocks/goods,
ensure availability
of warehouse
space, and
prepare the
Request for
inspection (RFI)
addressed to its
respective
Inspection
Committee (IC).
The Inspection
Committee shall
inspect and
examine
compliance to the
technical
specification the
delivered goods
according to the
technical
Page 619 of 629

specifications
stipulated in the
PO/Contract, and
submit Inspection
Report to PS –
CMU, which will be
the basis for the
preparation of
Disbursement
Voucher (DV).
Invoice, Billing Implementation - Applic the approved
Statement of End User unit/s
Accounts shall monitor the
implementation of
the project. The
issuance of
certificate of
services rendered
shall be issued by
the end user unit in
accordance with
the approved TOR
in reference with
the schedule of
payment which
shall be basis for
the preparation of
Disbursement
Voucher (DV) for
processing of
payment.
Vo. II/Appendix 32
Instructions)
Upon receipt of the

Inspection Report,
Delivery Receipt/
Sales
ement of Account,
and other
supporting
Page 620 of 629

documents, the PS
–CMU shall update
the Procurement
Monitoring Tools
(PMT) and
endorse the
documents to the
end user unit for
the preparation of
disbursement
voucher (DV),
processing and
facilitation of
payment to the
supplier by the
End User.
For CRCF, their

respective
Procurement Focal
shall then prepare
the voucher and
facilitate the
payment to the

How to send Feedback letter addressed to the Chief Administrative Office
feedback
How feedbacks are Positive feedback – Commendation
processed Negative Feedback – Corrective measures and monitoring
How to file a Complaint Letter addressed to the Chief Administrative Officer –
complaint Administrative Division, DSWD-FO NCR
How complaints are Complaint letter if ever there is a one affecting other concerned
processed units/office, shall be forwarded for appropriate action
Reply letter shall be sent to the complainant.
Contact Information of ● Anti-Red Tape Authority (ARTA)
CCB, PCC, ARTA [email protected] 8-478-5093
● Presidential Complaint Center
(PCC) [email protected]
8888
● Contact Center ng Bayan (CCB)
[email protected]
v.ph
0908-881-6565
Page 621 of 629

Office of the Regional Director
Page 622 of 629

1. Issuance of Online Certificate of No Pending Administrative
Cases (CeNoPAC)
This process covers requests for Certificate of No Pending Administrative Case

(CeNoPAC) whose employment status is updated.
Office or Division: Legal Office

Transaction:
Who may avail: DSWD-NCR Employees
Request Slip HR Welfare Section
FEES
1. Accomplish and 1.1 Received the none 5 minutes Requesting Staff
submit a request slip request slip from Legal Assistant/
to Legal Office the client
*Make sure to 1.2 Track the

provide complete request slip
and accurate submitted by the
information prior to clients
submission
1.3 Forward the
request to the
concerned staff for
preparation of the
certification.
1.4 Check with 3 minutes Legal Assistant
the database if the
client has pending
administrative
case.
1.4.1 If none,
request for
issuance of
CeNoPAC will be
facilitated.
1.4.2 If the client

has pending
administrative
case, the request
will not be granted
Page 623 of 629

1.5 Prepare the 30 minutes Legal Assistant
document
requested
1.6 Forward the

document for
signature of the
concerned
officials
1.7 Track the

document
1.8 The Atty. Sahlyna Mia

recommending Edly A. Magtibay
authority affixes Attorney III
initial after review
of document
1.9 The
Regional Director Monina Josefina H.
signs the Romualdez
Regional Director
documents
2. Receive the 2. Issue the 2 minutes Legal Assistant
Certificate of No certificate to staff
Pending
Administrative Case
Page 624 of 629

How to send feedback Accomplish the Customer Feedback Form
and place at the drop box located in front
of legal office or send feedback report to
[email protected]
How feedbacks are processed Every end of the month, feedbacks are
consolidated.
Feedbacks requiring clarifications are

forwarded to appropriate office or
personnel for response within 3 working
days
Client shall be informed of the response

How to file a complaint Accomplish the Customer Feedback Form
and place at the drop box located in front
of legal office or send feedback report to
[email protected]
Complaint to include the following details:

How complaints are processed A memorandum (with attached copy of the
complaint) is issued to the concerned staff
of unit/section being complained requiring
an answer/ explanation on the complaint. If
the complaint is found meritorious, an
unit on the action taken on the complaint.
Tel No; 8478-5093
CCB: 0908-881-6565 (SMS)
PCC: 8888
Page 625 of 629

Appendix
Contact Details of Service Implementers
Telephone Number /
Office Address
E-mail address
Office of the Regional Rm 201 DSWD-NCR (02) 8733-00-10 to 14
Director 389 San Rafael cor [email protected]
Legarda Sts., Manila
Social Marketing Office Rm 201 DSWD-NCR 87336279
389 San Rafael cor
Legarda Sts., Manila [email protected]
[email protected]
Social Technology Unit Rm 205 DSWD-NCR [email protected]
389 San Rafael St., cor
Lefgarda, Manila
Protective Services Division
Crisis Intervention Gastambide St., Sampaloc, 8734-5413 / 3493-7907
Section - Onsite (CIS- Manila [email protected]
Onsite)
Minors Travelling Abroad Room 105 Tel. No: 8-310-1435
Section (MTAS) DSWD – NCR
#389 San Rafael St. cor. travelclearance_dswd@yah
Legarda St., Manila oo.com
Community-Based Room 108 8733-0010 loc. 116
Services Section (CBSS) DSWD – NCR 09322098164 /
#389 San Rafael St. cor. 09659653087
Legarda St., Manila
[email protected]
Social Pension Program DSWD – NCR Trunkline #: 8733-0010
Management Office #389 San Rafael St. cor. Loc. 105
(SPPMO) Legarda St., Manila Tel. No: (5)488-1620 /
53100735
[email protected]
h
[email protected]
m
Adoption Resource and oom 102 53101834
Referral Section (ARRS) DSWD – NCR [email protected]
#389 San Rafael St. cor. [email protected]
Legarda St., Manila
Foster Care Section Room 102DSWD – NCR Trunkline: 87330010 loc
(FCS) #389 San Rafael St. cor. 103
Legarda St., Manila
Page 626 of 629

Capability Building Room 209 Tel. No: (5)310-1433
Section DSWD-NCR
#389 San Rafael St. cor.
Legarda, Manila
Centers / Residential Care Facilities
Elsie Gaches Village Alabang, Muntinlupa City Tel. No. 88076023
Mobile Number:
09669711941
E-mail:
[email protected]
Golden Reception and Misamis Ext., Bago [email protected]
Action Center for Elderly Bantay, Quezon City Tel. No.: 8929-1187
and other Special Cases Mobile No.: 0932-342-2654
(GRACES) [email protected]
Haven for Children Alabang, Muntinlupa City (02) 8807-1595
Haven for Women Northgate, Filinvest 88071588
Corporate City, Alabang, [email protected]
Muntinlupa City
INA Healing Center DSWD-Central Office 98620556
Batasan Pambansa 89318101
Complex [email protected]
Constitution Hills, Quezon m
City
Jose Fabella Center Correctional Rd., 85318697
Mandaluyong 1550, MM
Marillac Hills - National Northgate, Filinvest Tel. No: (02) 807-1585/
Training School for Girls Corporate City, Alabang, 807-1589
Muntinlupa City 0999-679-8571/
0927-002-5626
[email protected]
Nayon ng Kabataan Welfareville compound 8533-1701 / 8531-2582
Mandaluyong City
Reception and Study 4 Misamis Ext., Bago Tel. No. 8927-
Center for Children Bantay, Quezon City [email protected]
(RSCC) Tel. No. 8927-
[email protected]
om
Sanctuary Center Welfareville Compd. 85321164
Acacia Lane, Mandaluyong [email protected]
City
Page 627 of 629

National Vocational and J.P. Burgos Street, Brgy. SAS: 8930-1569
Rehabilitation Center Escopa III, Project 4,
(NVRC) Quezon City Psychological Service:
09989431595
Medical Service:
09216738619
Training Service:
09393128924
Extension Service:
09178751150
Placement Service:
09420668193
Administrative Service:
8912-9752
0928-9194615
Rehabilitation Sheltered Brgy Addition Hills, 89127698
Workshop (RSW) Mandaluyong City [email protected]
Disaster Response [email protected]
Management Division
8-733-0010 loc.117
Sustainable Livelihood Rm 303 DSWD-NCR 83102135 loc.303
Program 389 San Rafael cor
Legarda St. Manila [email protected].
ph
Pantawid Pamilyang Rm 201 DSWD-NCR (02) 8733-00-10 to 14
Pilipino Program 389 San Rafael cor [email protected]
Legarda Sts., Manila
Policy Development and Room 205DSWD- Tel/ Fax #: 8-734-
Planning Division NCR#389 San Rafael St. 8638Trunkline #: 8733-
cor. Legarda St., Manila 0010Loc.
[email protected]
[email protected]
Standards Section Room 204 87336279
DSWD-NCR
389 San Rafael cor. [email protected]
Legarda St. Sampaloc [email protected]
Manila
Page 628 of 629

National Household Room 302 53101432
Targeting Section (NHTS) DSWD-NCR
#389 San Rafael St. cor.
Legarda St., Manila
Information and 53101432
Communications [email protected]
Technology Section
(ICTMS)
Finance Management Rm 103 DSWD-NCR Direct Line 02-8-488-3236
Division 389 San Rafael St. cor Trunk Line 02-8-733-0010
Legarda, Manila local no. 109
Human Resource Management Division
Human Resource and Room 209 Trunkline: (8)733-0010
Welfare Section DSWD – NCR Local 212
#389 San Rafael St. cor. Tel/ Fax: (5)310-0725
Legarda St., Manila
Learning and Room 209 Telephone: (02) 8310-0725
Development Section DSWD-NCR
(LDS) #389 San Rafael St. cor.
Legarda St., Manila
Personnel Administration Room 208 Trunkline: (8)733-0010
section DSWD – NCR Local 211
#389 San Rafael St. cor. Tel/ Fax: (8)488-2708
Legarda St., Manila
Human Resource Room 209 Telephone: (02) 8310-0725
Planning & Performance DSWD-NCR [email protected]
Management Section #389 San Rafael St. cor.
(HRPPMS) Legarda St., Manila
Page 629 of 629

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DEPARTMENT OF SOCIAL WELFARE AND

DEVELOPMENT - NATIONAL CAPITAL REGION

2022 (13th Edition)

2022 (13th Edition)

Sustain a culture of excellence through continual improvement of systems,

The DSWD is a national agency mandated to provide assistance to local

The Department of Social Welfare and Development envisions all Filipinos

To lead in the formulation, implementation, and coordination of social

IV. Service Pledge:

Maagap at Mapagkalingang Serbisyo

Field Office - NCR ………………………………………………………………………... i

External Services ……………………………………………………………………….. 1

Protective Services Division ……………………………………………………………. 2

Office of the Assistant Regional Director for Operations……………………………... 239

Promotive Services Division …………………………………………………………….. 251

Disaster Response and Management Division………………………………………… 267

Policy and Plans Division ……………………………………………………………….. 273

Human Resource Management and Development Division ………………………… 404

Finance Management Division ………………………………………………………….. 417

General Administrative Services Division …………………………………………….. 428

Office of the Regional Director ………………………………………………………….. 436

Non-Frontline Services ………………………………………………………………… 444

Protective Services Division …………………………………………………………….. 445

Human Resource Management and Development Division ………………………… 466

General Administrative Services Division ……………………………………………… 479

Office of the Regional Director ………………………………………………………….. 622

The provision of psychosocial support, including psychological first aid, and

Office or Division: Crisis Intervention Division-Onsite

a. For Fire Victims: Police Report / Bureau of Fire / PNP

b. For Distressed OFs: Passport, Travel Overseas Workers Welfare Administration /

d. For victims of Online Sexual Local Social Welfare and Development

e. For Locally stranded individuals (LSI): Police Station – Police Blotter

Barangay Certificate of Residency or  Brgy. Hall where the client is

FEEDBACK AND COMPLAINTS MECHANISM

A complaint may be filed through any of the

How complaints are Written Communication and Email:

Grievances forwarded to the CID/CIS shall be received by the

Step 2: Action and Response

Upon receiving the document, the Grievance Focal Person

A designated Grievance Focal Person per CID/CIS and

Grievances provided with an action shall be marked as

Personal or onsite Complaints:

A PACD shall be stationed within the CIU/CIS?SWAD

Step 1: Recording of PACD Concern

The PACD Officer shall be in charge of addressing the

Step 2: Assessment and Intervention

The PACD Officer shall be responsible to assess the concern

In cases that the client persisted to be unresolved with the

ARTA [email protected] / 84785093

PCC [email protected] / 8888

Crisis Intervention Section – Offsite Serbisyo is provision of integrated services to

Office or Division: Crisis Intervention Section – Offsite Serbisyo

2. Medical Certificate/Clinical Abstract Attending Physician or from Medical

b. For Distressed OFs: Passport, Travel

c. For Rescued Client: Certification from

d. For victims of Online Sexual

e. For Locally stranded individuals

For all other incidents:

Barangay Certificate of Residency or From the Barangay where the client is

 If the documents None 5 minutes