As part of the training, the participants process complaints, which were brought to the attention of DSWD offices, through simulation exercises.

The Department of Social Welfare and Development (DSWD) through its regulatory office, the Standards Bureau (SB), recently conducted a training on protocols in handling of complaints against Social Welfare and Development Agencies (SWDAs).

The training was participated in by DSWD staff from the central and field offices who are directly involved in the registration and licensing of SWDAs, and accreditation of their programs and services. It aimed to equip the participants with knowledge on salient features of relevant laws and DSWD guidelines on handling of complaints, particularly on the process of fact-finding investigation.

Moreover, the activity was done to improve the skills of participants on effective complaint handling by reviewing and processing complaints that were brought to the attention of DSWD offices through workshops and simulation exercises.

The training is intended to support and uphold the DSWD’s core values: “Maagap at mapagkalingang serbisyo, serbisyong walang puwang sa katiwalian; at patas na pagtrato sa komunidad,” by ensuring that reported complaints are fairly handled and quickly resolved. This in turn shall warrant the continuous compliance of all SWDAs to set standards in the delivery of social welfare services across the country.

“It is vital that we are equipped with legal bases and basic principles on how to effectively handle complaints. Let us do our roles as officials and employees of DSWD to take preventive measures by continuously capacitating our staff, providing technical assistance to our partner SWDAs and strengthening our monitoring functions  to advance the interest of the marginalized and vulnerable sectors of the society. This activity, I believe, will aid the Department to identify areas needing improvement, especially in the provision and delivery of social welfare services,” said DSWD Undersecretary for Institutional Development Group Mae Fe Templa.

To date, 36 complaints against SWDAs have been reported to the Department. Out of that number, one was resolved with finality, eight are still awaiting resolution from the DSWD Field Office Review Committee, and 27 are undergoing due process.

“Participatory development is what we all want. Everything starts with a consultation to deliver the desired output and for this to be successful, a scientific process through fact finding in handling of complaints against SWDAs is deemed indispensable. Moreover, the process of fact finding must be dealt prudently in accordance with the existing laws and issuances of the Department,” Usec. Templa explained. ###