Grievance Intake and Response
The Grievance Intake and response is the initial phase of the whole GRS process, which starts from accepting a grievance filed by a client, recording it in the information system, and providing the client an initial response. This Standard Operating Procedure only covers walk-in transactions.
As a general rule, anyone may accept a grievance, request, and inquiry but only the City/Municipal Link and grievance officers may ascertain its validity and thereafter intake the grievance. To ‘accept’ a grievance is to receive the transaction but to ‘intake’ is to record the transaction after ascertaining its validity. Intake and response require technical know-how about the GRS, particularly on the procedures in resolving the specific types and subtypes of grievances.
Provision of Assessment on the Request for the Declaration of Force Majeure / State of CalamitY
This section describes the approval process for the Request for the Declaration of Force Majeure (FM) / State of Calamity (SOC), which is in accordance with the approved 4Ps Implementing Rules and Regulation (IRR) stipulated in Rule VIII, Section 15 which states “Any of all the conditions for entitlement may be suspended by the DSWD Secretary during times of calamity, war and armed conflicts and force majeure situations in accordance with relevant laws and DSWD guidelines, In such cases, full compliance to such conditions are deemed waived and payments to beneficiaries shall be granted in full.”