BUTUAN CITY- With the aim to improve the delivery of government services and promote transparency in the agency, the Department of Social Welfare and Development (DSWD) Field Office Caraga conducted the Basic Orientation for the newly designated Public Assistance and Complaints Desk Officers (PACDO) on July 12, 2023 at the Field Office Conference Hall.

This is in compliance with the RA No. 9485 also known as the Anti-Red Tape Law as well as Section 2 of Administrative Order No. 241 that mandates all agencies to establish in their respective offices a Public Assistance and Complaints Desk and provide the public a hotline number.

The said activity capacitated and equipped the designated officers on their roles and responsibilities as Officers-of-the-day (OD). They were also taught the Citizens Charter of the frontline services of the Department as well as the Frequently Asked Questions (FAQs). This way, the PACD Officers will know how to receive/resolve grievances from the client or refer them to the appropriate personnel or office.

Each division/program namely; Office of the Regional Director, Administrative Division, Policy and Plans Division, Human Resource Management and Development Division, Protective Services Division, Financial Management Division, Disaster Response and Management Division, 4Ps Division, the Sustainable Livelihood Program, and KALAHI-CIDSS Program has selected two staff that will serve as PACD Officers. Following a schedule, one trained staff will report to the PACD Office daily during working hours. This scheme was developed to ensure that all complaints from the clients shall be attended without hampering the regular functions and deliverables of the staff.

Other than the PACD Officers, the agency has an active regional grievance hotline number manned by the Social Marketing Unit (SMU). The general public can call/send their concerns through 09853266106 (TNT) and 09274065081 (globe) and the SMU staff will attend to their needs from 8:00 in the morning until 5:00 in the afternoon during weekdays.###(Social Marketing Section/DSWD Field Office Caraga).