DSWD issues guidelines for complaints vs. erring welfare agencies
Published Sep 5, 2018 02:36 pm
By Ellalyn De Vera-Ruiz
The Department of Social Welfare and Development (DSWD) has issued new guidelines for individuals who may have complaints against erring accredited agencies engaged in social welfare and development services.
Department of Social Welfare and Development (DSWD) Acting Secretary Virginia Orogo (PCOO / MANILA BULLETIN)
DSWD Secretary Virginia Orogo said the memorandum circular (MC) No. 16 aims to institutionalize the system in the management of complaints against neglect, abuse, and exploitation of clients by erring social welfare and development agencies (SWDAs).
“The policy specifically aims to enhance the department’s grievance mechanism systems and implement sanctions against those that violate policies and procedures regarding the registration and licensing of SWDAs and the accreditation of social welfare and development (SWD) programs and services,” she added.
A SWDA refers to non-stock non-profit corporation, organization or association implementing or intending to implement, either directly or indirectly, SWD programs and services in the Philippines, and assessed as having the capacity to operate administratively, technically, and financially. Its clients may include but not limited to the poor, disadvantaged, and vulnerable individuals, groups, families, and communities.
“We at the DSWD recognize the role being played by SWDAs in the delivery of basic social protection programs and services to our fellow citizens in need,” Orogo said.
“However, the department will not tolerate any act of abuse, neglect, or exploitation that may have been committed by these agencies against the clients that they serve. These guidelines will help ensure the quality of social protection services the SWDAs provide and will help us take the appropriate action against any erring SWDA,” she explained.
Filing of complaints
Under the memorandum circular, any person who has personal knowledge of an act or omission by a SWDA that is contrary to laws or regulations; unfair or oppressive; or contrary to DSWD directives may file a formal complaint to the DSWD field office where the agency operates or where the violation occurred.
Those who may file a complaint includes: the offended party; parent or legal guardian of a client; an ascendant or collateral relative of the client within the third degree of affinity or consanguinity, an employee of the DSWD or other government agency, an employee of a registered, licensed, and accredited SWDA, or the barangay chairperson.
When a complaint is filed, the DSWD field office personnel who receives it will forward the same to the field director, who will then forward the complaint to the Field Office Review Committee (FORC) for appropriate action.
The FORC may recommend whether to proceed with a fact-finding investigation or a formal hearing, or dismiss the complaint due to lack of merit or refer the complaint to the concerned agency for appropriate action as deemed appropriate.
The penalties for erring SWDAs range from reprimand to the suspension of operation, revocation of registration, license, or accreditation, and the actual delisting of the SWDA.
Other penalties and sanctions include blacklisting and disqualification for application for registration or license and the total closure of the social welfare and development agency. (Ellalyn De Vera-Ruiz)
Department of Social Welfare and Development (DSWD) Acting Secretary Virginia Orogo (PCOO / MANILA BULLETIN)
DSWD Secretary Virginia Orogo said the memorandum circular (MC) No. 16 aims to institutionalize the system in the management of complaints against neglect, abuse, and exploitation of clients by erring social welfare and development agencies (SWDAs).
“The policy specifically aims to enhance the department’s grievance mechanism systems and implement sanctions against those that violate policies and procedures regarding the registration and licensing of SWDAs and the accreditation of social welfare and development (SWD) programs and services,” she added.
A SWDA refers to non-stock non-profit corporation, organization or association implementing or intending to implement, either directly or indirectly, SWD programs and services in the Philippines, and assessed as having the capacity to operate administratively, technically, and financially. Its clients may include but not limited to the poor, disadvantaged, and vulnerable individuals, groups, families, and communities.
“We at the DSWD recognize the role being played by SWDAs in the delivery of basic social protection programs and services to our fellow citizens in need,” Orogo said.
“However, the department will not tolerate any act of abuse, neglect, or exploitation that may have been committed by these agencies against the clients that they serve. These guidelines will help ensure the quality of social protection services the SWDAs provide and will help us take the appropriate action against any erring SWDA,” she explained.
Filing of complaints
Under the memorandum circular, any person who has personal knowledge of an act or omission by a SWDA that is contrary to laws or regulations; unfair or oppressive; or contrary to DSWD directives may file a formal complaint to the DSWD field office where the agency operates or where the violation occurred.
Those who may file a complaint includes: the offended party; parent or legal guardian of a client; an ascendant or collateral relative of the client within the third degree of affinity or consanguinity, an employee of the DSWD or other government agency, an employee of a registered, licensed, and accredited SWDA, or the barangay chairperson.
When a complaint is filed, the DSWD field office personnel who receives it will forward the same to the field director, who will then forward the complaint to the Field Office Review Committee (FORC) for appropriate action.
The FORC may recommend whether to proceed with a fact-finding investigation or a formal hearing, or dismiss the complaint due to lack of merit or refer the complaint to the concerned agency for appropriate action as deemed appropriate.
The penalties for erring SWDAs range from reprimand to the suspension of operation, revocation of registration, license, or accreditation, and the actual delisting of the SWDA.
Other penalties and sanctions include blacklisting and disqualification for application for registration or license and the total closure of the social welfare and development agency. (Ellalyn De Vera-Ruiz)