DAVAO CITY -The Grievance Redress System (GRS) of Pantawid Pamilya is currently undergoing reforms – from a case-centric management of grievances to a client satisfaction and quality delivery of services.
To commence these changes, a GRS Level Up Skills Enhancement Workshop: Working towards an Efficient and Client-friendly GRS was conducted from April 9 – 11 at the Waterfront Insular Hotel here.
Over 135 grievance officers from the Visayas and Mindanao clusters attended the said activity.
The GRS undertook the strategy of client centrism in 2013. Along with ensuring timely, efficient and responsive resolution of grievances, the system now places importance on how the client is attended to. The approach of “client satisfaction and quality service delivery” will be adopted.
“It is not only important that a staff is acting in accordance to system procedures and processes, the staff’s good disposition in handling complaints is also equally vital,” said DSWD XI Director Priscilla N. Razon.
The GRS Level Up training has four primary objectives – (1) identify priority areas for development and reinforcement of GRS policies and procedures; (2) acquire the skills and knowledge necessary for establishing and strengthening client service delivery; (3) employ skills and expertise in handling/managing cases in accordance with the progression of policies and enhancements of processes governing the GRS reforms; and (4) review the effectiveness of the processes directed towards the improvement of GRS.
The Grievance Redress System (GRS) is a mechanism introduced by Pantawid Pamilya wherein beneficiaries and non-beneficiaries alike may express their questions, suggestions, complaints about the program implementation.
Many modes have been introduced/practiced to make filing a grievance a lot easier and simpler for the beneficiaries and non-beneficiaries such as the grievance text hotline, facebook, twitter, email and through the Pantawid Pamilya City/Municipal Links assigned in each barangay.
Pantawid Pamilya has been keeping children in school and families healthy since its onset in 2008. At present, Davao Region has 194,789 household beneficiaries in all 4 provinces, 6 cities, 43 municipalities covering 2,217 barangays. (DSWD)