DSWD XI resolves 80% queries thru Grievance Redress System

By Frances Mae G. Macapagat

DAVAO CITY: About eighty percent or 4,355 concerns or queries of the 5,314 total as of May 6, 2020 have been resolved by the Grievance Redress System (GRS) of the Department of Social Welfare and Development XI (DSWD).

In the One Davao on COVID 19 Virtual Presser held Wednesday, DSWD XI regional director Grace Subong announced this high rate of resolves queries due to strengthened personnel manning the system, increased number of hotlines, and and an IT system in place that speeds up efforts to cater these queries.

“Most of the concerns received thru the GRS are inquiries about the program, and qualification requirements,” said Director Subong.

The DSWD has set up a Grievance Redress System (GRS) to address concerns and issues regarding the government’s Social Amelioration Program (SAP)  under the ‘Bayanihan to Heal as One’ Act aimed at  providing financial assistance to low-income and poorest of the poor families affected by the current health crisis due to COVID-19.

“ Even if we only have three phones catering to these queries, we have increased our personnel to answer the queries sent thru SMS. We have assigned about 25-30 personnel everyday to resolve concerns sent thru calls, text, Facebook, and even walk-in. But walk-in clients are referred to the local CSSDO for the actual validation”.

The DSWD official admitted that there is still 19% of the total number who have not been resolved because according to Director Subong, the DSWD ensures that a query is resolved and the client is satisfied with the action or response given by the DSWD.

The DSWD XI is still in the process of completing the distribution of the Social Amelioration Program – Emergency Subsidy first tranche as the government’s measure to cushion the economic effects of the COVID 19 pandemic.

(PIA XI/Frances Mae Macapagat/SRNY/RSP)

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