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    Citizen's Charter
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Citizen's Charter

Performance Pledge

We are committed to providing you quality service from Monday to Friday starting at eight in the morning to five thirty in the afternoon.

Our Officer of the day is available at all times, even during lunch break to attend to your query.

Inquiries on Volunteer Program and Services

Schedule of availability of Service:

Monday to Friday
8:00 a.m. to 5:30 p.m. without noon break

Who May Avail of the Service:

General Public

What are the requirements: None

Fees: None

How to avail of the service:
Client Step Agency Action Processing Time Person Responsible
1. Go to the Public Assistance & Complaints Desk and fill up inquiry (walk in) or send an email to inquiry@pnvsca.gov.ph 1. Record the transaction/inquiry and refer the client to concerned staff 3 Minutes (walk in) / 5-30 Minutes (email) Officer of the Day
2. Wait at the visitor’s reception area (walk in) 2. Provide the information needed 5-30 Minutes Tess Bahom or Fe Nadado
3. Fill-up client feedback form 3. Get client’s filled-up feedback form 5 Minutes Tess Bahom or Fe Nadado
END OF TRANSACTION

Processing of Request for Foreign Volunteer Assistance

Schedule of availability of Service:

Monday to Friday
8:00 a.m. to 5:30 p.m. without noon break

Who May Avail of the Service:

  1. National Government Agencies
  2. Local Government Units
  3. Non-Government Organizations
  4. Academic Institutions
What are the requirements:
  1. Letter of Intent
  2. SEC Registration, Articles of Incorporation and By-Laws if NGO
  3. Request Form
Fees: None

How to avail of the service:

Client Step Agency Action Processing Time Person Responsible
1. Go to the Public Assistance & Complaints Desk and fill up inquiry form 1. Record the transaction/inquiry and refer the client to concerned staff 3 Minutes Officer of the Day
2. Wait at the visitors reception area 2. Provide forms and information materials on the foreign/ international volunteer program and explain the processes and requirements. 5 Minutes Fe T. Nadado
3. Fill out and submit the required forms and supporting documents if available 3. Conduct initial review of Volunteer Request Form and supporting documents. 30 Minutes (for personal transaction) Fe T. Nadado
3.1 Advise client of result of initial review. 1 Working Day (for mailed transaction)
4. Wait for result/ final action on the request. 4. If found in order in the initial review, coordinate with concerned IVSO for technical assessment. 3 Working Days Fe T. Nadado
4.1 Discuss and agree with concerned IVSO action on the request in the Bilateral Programming (BP). As scheduled with partner Tess Bahom
4.2 For requests not considered or disapproved in the agreed BP, inform LPI of the action with reason for disapproval. 3 Working Days Fe T. Nadado
4.3 For requests agreed/approved for volunteer assistance in the BP, wait for the IVSO Site Assessment Report 20 Working Days, subject to extension if 20 working days Fe T. Nadado
4.4 Prepare foreign volunteer assignment checklist 3 Working Days Fe T. Nadado
4.5 If all documents are in order, endorse the request to the concerned IVSO and inform LPI on the action. 3 Working Days Fe T. Nadado
5. Review and accept identified volunteer candidate (sign conforme letter & MOA) 5. Review qualification & facilitate security clearance & visa issuance of qualified volunteer candidates Tess Bahom
5.1 Nominate (conforme letter) selected volunteer to the LPI with a MOA with PNVSCA & IVSO on the volunteer assistance. Fe T. Nadado
6. Fill up and submit Client Feedback form 6. Send and retrieve client feedback form 3 Working Days Rizalene F. Velacruz
END OF TRANSACTION

Registration of Volunteer Service Organization

Schedule of availability of Service:

Monday to Friday
8:00 a.m. to 5:30 p.m. without noon break

Who May Avail of the Service:

Non-government Organizations (NGOs) whose SEC registered mandate includes the implementation of volunteer programs and service

What are the requirements:
  1. Accomplished and notarized application for registration
  2. Philippine SEC Registration, Articles of Incorporation and By-Laws
  3. Certification of Good Standing from the SEC
  4. Certificate of Registration/Accreditation with other government agencies (for local organization)
  5. Certificates of Accreditation/Attestation from concerned foreign ministry embassy (for foreign organization)
Fees: None

How to avail of the service:

Client Step Agency Action Processing Time Person Responsible
1. Go to the Public Assistance & Complaints Desk and fill up inquiry form 1. Record the transaction/inquiry and refer the client to concerned staff 3 Minutes Officer of the Day
2. Get information materials and forms 2. Provide Volunteer Organization Registration Form and guidelines 3-5 Minutes Teresita Bahom/Fe Nadado
3. Fill out and submit application together with all required documents 3. Conduct initial review on the completeness of application information and documents. Acknowledge application, advice client on findings of initial review and provide guidance on how to complete requirements, if necessary, Secures background information on the applicant from a government security agency 3 Working Days Teresita Bahom/Fe Nadado
4. Wait for result of technical assessment and comply/complete requirements as needed 4. Conduct detailed review/evaluation of the organization’s merit to be a VSO 3 Working Days Teresita Bahom/Fe Nadado
4.1 Continuing communication with applicant for clarifications and completion of required information/documents including validation of information given. 3 Working Days
4.2 Advise applicant on final action. If approved, send approval letter together with the Certificate of Registration & execution of a MOA if implementing international volunteer program. If disapproved, send letter with reason for disapproval. 3 Working Days
5. Fill-up client feedback form 5. Get client’s filled-up feedback form 5 Minutes Tess Bahom or Fe Nadado
END OF TRANSACTION

Request for Orientation on Volunteerism

Schedule of availability of Service:

Monday to Friday
8:00 a.m. to 5:30 p.m. without noon break

Who May Avail of the Service:
  1. National Government Agencies
  2. Local Government Units
  3. Non-Government Organizations
  4. Academic Institutions
What are the requirements: None

Fees: None

How to avail of the service:

Client Step Agency Action Processing Time Person Responsible
1. Go to the Public Assistance & Complaints Desk and fill up inquiry form 1. Record the transaction/inquiry and refer the client to concerned staff 3 Minutes Officer of the Day
2. Wait at the visitors reception area 2. Discuss the requirement of the request 5-30 Minutes Kenneth Siruelo
3. Submit request form or letter of request for resource person on volunteerism 3. Receive request form or letter of request 3 Minutes Kenneth Siruelo
4. Wait for final actions whether approved/disapproved 4. Evaluate the request and prepare the appropriate response 1-3 Working Days Kenneth Siruelo
5. If approved, wait for the schedule of briefing/ orientation 5. Coordinate with client on the schedule and resource requirements 1-3 Working Days Kenneth Siruelo
6. Fill-up client feedback form 6. Get client’s filled-up feedback form 2 Minutes Kenneth Siruelo
END OF TRANSACTION

Request for Technical Services

Schedule of availability of Service:

Monday to Friday
8:00 a.m. to 5:30 p.m. without noon break

Who May Avail of the Service:
  1. National Government Agencies
  2. Local Government Units
  3. Non-Government Organizations
  4. Academic Institutions
  5. Corporate Organizations
What are the requirements: None

Fees: None

How to avail of the service:

Client Step Agency Action Processing Time Person Responsible
1. Go to the Public Assistance & Complaints Desk and fill up inquiry form 1. Record the transaction/inquiry and refer the client to concerned staff 3 Minutes Officer of the Day
2. Wait at the visitors reception area 2. Discuss the requirement of the request 5-30 Minutes Kenneth Siruelo
3. Submit request form or letter of request for resource person on volunteerism 3. Receive request form or letter of request 3 Minutes Kenneth Siruelo
4. Wait for final actions whether approved/disapproved 4. Evaluate the request and prepare the appropriate response 1-3 Working Days Kenneth Siruelo
5. If approved, wait for the schedule of briefing/ orientation 5. Coordinate with client on the schedule and resource requirements 1-3 Working Days Kenneth Siruelo
6. For requests that need on-site assistance, coordinate preparatory meetings 6. Provide the technical services required 7 Working Days Kenneth Siruelo
7. Coordinate the conduct of the activity 7. Provide the technical services required ½ - 1 Working Day Kenneth Siruelo
8. Fill-up client feedback form 8. Get client’s filled-up feedback form 2 Minutes Kenneth Siruelo
END OF TRANSACTION

Processing of Request for Clearance of Filipino Overseas Volunteers

Schedule of availability of Service:

Monday to Friday
8:00 a.m. to 5:30 p.m. without noon break

Who May Avail of the Service:
  1. Registered volunteer of Voluntary Service Overseas (VSO)
  2. United Nations Volunteer
What are the requirements:
  1. Copy of passport, visa and ticket
  2. BI Clearance
  3. If government employee, approved leave of absence for the duration of volunteer assignment
  4. Copy of the confirmation of acceptance, includes the summary of finance and insurance package of support as attachment to the confirmation and the volunteer’s commitment form thathe/she will return to the Philippines after completion of service to be signed between the volunteer and VSOB. The confirmation of acceptance should include the specific host country organization of the volunteer and some stipulations of the assignments.
  5. Description of assignment
  6. Certification form for returned volunteer signed by LPI hosting the volunteer (for returned volunteer)
  7. Registration form
Fees: None

How to avail of the service:

Client Step Agency Action Processing Time Person Responsible
1. Submit the checklist of requirements 1. Review the submitted documents 1 Working Day Fe Nadado
2. Pick-up the endorsement letter to Bureau of Immigration (BI) and PNVSCA issued ID 2. Release of the endorsement letter to BI and issued ID as volunteer 5 Minutes Tess Bahom
3. Fill-up client feedback form 3.Get client’s filled-up feedback form 2 Minutes Tess Bahom
END OF TRANSACTION

Feedback and Complaints Mechanisms

How to send a feedback Answer the client feedback form and drop it at the designated drop box in front of the Public Assistance and Complaints Desk (PACD)Contact info: 8-927-68-47 or inquiry@pnvsca.gov.ph
How feedback is processed Every Friday, the PACD opens the drop box and compiles and records all feedback submitted. Feedback requiring answers are forwarded to the relevant offices and they are required to answer within three (3) days of the receipt of the feedback. The answer of the office is then relayed to the citizen. For inquiriesand follow-ups, clients may contact the following telephone number: 8-927-68-47or inquiry@pnvsca.gov.ph
How to file a complaint Answer the Complaint Form and drop it at the designated drop box in PACD. Complaints can also be filed via telephone. Make sure to provide the following information:-Name ofperson being complained-Incident-EvidenceFor inquiries and follow-ups, clients may contact the following telephone number: 8-927-68-47or inquiry@pnvsca.gov.ph
How complaints are processed The Chief Administrator Officer (CAO) opens the complaints drop box on a daily basis and evaluates each complaint. Upon evaluation, the CAO shall start theinvestigation and forward the complaint to the relevant office for their explanation. The CAO will create a report after the investigation and shall submit it to the Head of Agency for appropriate action. The CAO will give the feedback to the client. For inquiries and follow-ups, clients may contact the following telephone number: 8-927-68-47or inquiry@pnvsca.gov.ph
Contact Information of CCB, PCC, ARTA ARTA: complaints@arta.gov.ph: 1-ARTA (2762)
PCC: 8888
CCB: 0908-881-6565 (SMS)
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