By Charissa Luci-Atienza
The Department of Social Welfare and Development (DSWD) has set up its new text hotline, 0918-912-2813, and the e-mail address, [email protected], to ensure that the snowballing public concerns on the implementation of the Social Amelioration Program (SAP) will be heard and fully addressed.
The DSWD said the public can send messages to the new text hotline and email address, which are aimed at strengthening the Department’s Grievance Redress System (GRS).
“Earlier, DSWD has published its hotline number,16545, set up through the support of PLDT Enterprise, as well as mobile numbers for GLOBE, 0916-247-1194; SMART, 0947-482-2864; and SUN, 0932-933-3251, which are designated to receive calls only,” it said in a statement on Saturday evening.
It said apart from SAP, the public can also inquire about the DSWD’s implementation of other programs such as the Assistance to Individuals in Crisis Situations (AICS), Pantawid Pamilyang Pilipino Program (4Ps), and the Social Pension for Indigent Senior Citizens (SocPen).
“The staff manning the OpCen (operations center) will do their best to respond to the queries on SAP, while concerns on the other DSWD programs shall be immediately forwarded to the appropriate office or bureau within the Central Office and the concerned field offices,” DSWD said.
The department’s 24/7 Operations Center in the Central Office manages the given contact numbers.
“The activation of the DSWD OpCen is part of the Department’s prompt and genuine public service delivery, especially now that the country is under a public health emergency,” it said.
Under the DSWD omnibus guidelines, the DSWD Central Office-Operations Center, through its 24/7 hotline number 16545, is tasked to monitor and receive all grievances related to SAP implementation.
The OpCen shall receive complaints and ensure proper referencing and reporting to the concerned field office for validation and/or investigation, DSWD said.
“The concerned office is required to respond to the said report within twenty-four hours from receipt,” it added.
The DSWD has been assuring the public that “government resources are given to rightful beneficiaries, especially those who need the services the most during these critical times.”