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Manila Bulletin devider Philippines devider National devider DOLE trains Hotline 1349 agents for more empathetic worker service

DOLE trains Hotline 1349 agents for more empathetic worker service

Published Mar 4, 2026 02:05 pm

At A Glance

  • DOLE trains Hotline 1349 agents in industry-standard customer service.
  • Training aims to provide faster and more empathetic assistance to workers.
  • Sessions cover active listening, empathy, and effective communication.
  • Partnership with IBPAP and Foundever supports professionalizing frontline service.
  • Program builds on the August 2025 JobStart Philippines MOA, now including hotline agent capacity building.
The Department of Labor and Employment (DOLE) is training Hotline 1349 agents in industry-standard customer service to ensure workers receive faster, more empathetic assistance with labor concerns.
In partnership with the Information Technology and Business Process Association of the Philippines (IBPAP) and global customer experience firm Foundever, DOLE equips hotline agents with skills to humanize every caller interaction.
The initiative underscores DOLE’s commitment to strengthen its frontline response system, recognizing Hotline 1349 as a vital lifeline for workers seeking assistance on wages, benefits, disputes, and other labor concerns.
Information and Publication Service Director Rosalinda P. Pineda reminded agents that their work directly affects the lives of Filipino workers and their families.
“I encourage everyone today to participate, ask questions, practice, and share experiences, because every skill you gain here translates to a better life for a worker and their family,” Pineda said.
The training, led by Foundever, covered active listening, empathy, and effective communication, while giving agents the chance to reflect on real cases and best practices in resolving labor issues.
IBPAP acknowledged the often unseen efforts of hotline personnel and pledged continued support for initiatives that strengthen the Filipino workforce.
The program builds on the August 2025 Memorandum of Agreement between DOLE Secretary Bienvenido E. Laguesma and IBPAP to expand the JobStart Philippines Program.
It now includes capacity building for Hotline 1349 agents under corporate social responsibility initiatives.
Workers with labor-related concerns may reach Hotline 1349 from Monday to Friday, 6 a.m. to 10 p.m.

Related Tags

dole hotline 1349 customer service training ibpap frontline service
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