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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.

We will always have a staff to attend to your requests even during lunch and snack time.

In no way will we refuse acceptance of your written application, requests and complete documents.

Our officer manning the Public Assistance Desk is available at all times for consultation and advice.

Inquiries on Volunteer Programs

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

Duration:

1 hour and 10 minutes

How to avail of the service:
No Client Step Agency Action Person in Charge Location Duration of Activity Form Remarks
1 Register with the Guard Give Visitor's ID Guard Lobby 5 minutes
2 Go to the Public Assistance Desk Refer to Policy, Advocacy and Technical Services Division

PACO Information Unit Visitors Area 5 minutes
3 Go to the Information Unit Provide briefing on PNVSCA programs and services Danica Q. Pacardo, Ma. Karen R. Serrano Information Unit Visitors Area 50 minutes
END OF TRANSACTION

Processing of Request for VIDA Volunteer

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. Accomplished Volunteer Request Form with letter of intent
  2. SEC Registration (for NGOs)
  3. Personal Data Sheet of VIDA applicant
  4. VIDA Screening Report
Fees: None

Duration:

3 months including site assessment  and clearance process subject to submission of complete documents

How to avail of the service:

No. Client Step Agency Action Person in Charge Location Duration of Activity Form Remarks
1 Register with the Guard Give Visitor's ID Guard Lobby 5 minutes
2 Go to the Public Assistance Desk(PACO) Refer to Program Coordination, Monitoring and Evaluation Division PACO Program Coordination, Monitoring and Evaluation Division 5 minutes
3 Get information materials and forms Give PNVSCA forms and VIDA information materials Rizalene F. Velacruz 5 minutes Volunteer Request Form VIDA Personal Data Sheet VIDA Screening Report The accomplished forms may be submitted at a later date.
4 Fill out and submit the required forms and supporting documents Conduct initial review of Volunteer Request Form and supporting documents Fe Nadado 1 day
5 Wait for result of review Advise client of result of initial review. Fe Nadado

1 hour (for personal transaction)

1 day (for mailed transaction)

 
If approved in the initial review, coordinate with concerned agencies for clearance process and technical assessment

3 days

Conduct site assessment and  interview of volunteer candidates 1 month to 2 ½ months Site assessment conducted by PNVSCA and/or NEDA Regional Office
Prepare assessment report 5 days  
6 Wait for result of action on request

If request is approved, send copy of approved VRF, Contract of Assignment and letter of instruction to the VIDA.

If request is  disapproved, send letter with reason for disapproval.

Rizalene F. Velacruz 3 days Approved VRF
END OF TRANSACTION

Processing of Request for Foreign Volunteer

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. Accomplished Volunteer Request Form with cover letter
  2. SEC Registration (for NGOs)
Fees: None

Duration:

3 months including site assessment and clearance process subject to submission of complete documents

How to avail of the service:

No. Client Step Agency Action Person in Charge Location Duration of Activity Form Remarks
1 Register with the Guard Give Visitor's ID Guard Lobby 5 minutes
2 Go to the Public Assistance Desk Refer to Program Coordination, Monitoring and Evaluation Division PACO Program Coordination, Monitoring and Evaluation Division 5 minutes
3 Get information materials and forms Give PNVSCA forms and information materials on the foreign/international volunteer program. Teresita R. Bahom Program Coordination, Monitoring and Evaluation Division 5 minutes Volunteer Request Form The accomplished form may be submitted at a later date.
4 Fill out and submit the required forms and supporting documents Conduct initial review of Volunteer Request Form and supporting documents. Fe Nadado 1 day
5 Wait for result of review Advise client of result of initial review. Fe Nadado

1 hour (for personal transaction)

1 day (for mailed transaction)

If approved in the initial review, coordinate with concerned agencies for  clearance process and technical assessment. 3 days
Conduct site assessment, as necessary.   1 month to 2 ½ months Site assessment conducted  by PNVSCA and/or NEDA Regional Office
Prepare assessment report 5 days  
6 Wait for result of action on request

If request is approved, endorse the request to the concerned foreign volunteer service organization.

If request is disapproved, send letter with reason for disapproval.

Teresita R. Bahom 3 days Approved VRF
END OF TRANSACTION

Registration of Local Volunteer 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:

Local Volunteer Service Organizations

What are the requirements:
  1. Accomplished Volunteer Service Organization Registration Form
  2. Copy/ies of organization’s registration or accreditation with SEC and/or other government agencies
  3. Information materials about the organization
Fees: None

Duration:

One (1) month including clearance process subject to submission of complete documents

How to avail of the service:

No. Client Step Agency Action Person in Charge Location Duration of Activity Form Remarks
1 Register with the Guard< Give Visitor's ID Guard Lobby 5 minutes
2 Go to the Public Assistance Desk Refer to Program Coordination, Monitoring and Evaluation Division PACO Program Coordination, Monitoring and Evaluation Division 5 minutes
3 Get information materials and forms Give Volunteer Organization Registration Form and information materials Fe Nadado 5 minutes Volunteer Organization Registration Form The accomplished form may be submitted at a later date
4 Fill out and submit Volunteer Organization Registration Form Conduct initial review of Volunteer Organization Registration Form and documentary requirements. Fe Nadado 1 day
5 Wait for result of  review Advise client of result of  initial review Fe Nadado

1 hour (for personal transaction)

1 day (for mailed transaction)

If approved in the initial review, coordinate with concerned agencies for clearance process and conduct of  technical assessment.

3 days

Conduct technical assessment. Two (2) weeks
Prepare assessment report 5 days
6 Wait for result of technical assessment

Advise client of action on application for registration.

If approved, send letter with copies of Volunteer Registration Form and Certificate of Registration.

If disapproved, send letter with reason for disapproval.

Fe Nadado 3 days Certificate of Registration Advice will be sent through mail.
END OF TRANSACTION

Processing Client’s Complaints

Step

Activity

Person/Party Responsible

Time Frame

1

Submits a complaint to the Public Assistance Complaints Desk (PACD) or via e-mail.

Client

1 working day

2

Receives complaints and checks if the complaint meets the following requirements:

  1. Written in vernacular or in English.
  2. Complete name and mailing address is clearly spelled out.
  3. Duly signed by the complainant.

Public Assistance and Complaints Officer (PACO)

3

Logs and refers the complaint to the concerned division for written explanation.

PACO

4

Submits to the PACO written response with supporting documents if and when necessary.

Concerned Division

2 working days

5

Receives and evaluates the written response of concerned division if the response is:

  1. Appropriate:PACO shall send it to the complaining client at her/his mailing address through registered mail or to e-mail address.  Reply should be signed by the head
  2. Inappropriate:  PACO may refer the complaint and written response to the Integrity Development Committee (IDC).

PACO

1 working day

6

Convenes the IDC.

IDC Chairperson

Within 5 working days

7

Discuss the complaint and written response

IDC Committee

8

Formulates final reply to the complainant signed by the IDC Chairperson and forward to the PACO.

9

Receives final reply

PACO

2 working days

10

Sends final reply to the complainant

11

Furnishes copy of reply to the following office:

  1. Office of the Director
  2. Administrative, Financial and Management Division
  3. Concerned Division

 

*If within fourteen (14) working days of no reply from the complainant either by mail or e-mail, the reply is deemed appropriate and acceptable.
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