DETAILS OF VACANCY

INFORMATION OFFICER II (GRIEVANCE OFFICER)

No. of Vacancies : 1

Terms of Employment : Contract of Service

Item Number : N/A

Area of Assignment : DSWD Field Office IV-A, Alabang, Muntinlupa City

Program / Office : Office of the Regional Director - Social Marketing Unit

Salary : SG 15/₱36,619.00

Vacancy Code : 0623-019

Deadline of Application is on  9 JULY 2026

Eligibility : None required

Education : Bachelor’s Degree relevant to the job

Training : Four (4) hours of relevant training

Experience : One (1) year of relevant experience

Eligibility : None required

Education : Bachelor’s Degree in any Communication-related courses

Training : Four (4) hours of relevant training

Experience : One (1) year of relevant experience

JOB FUNCTIONS

1. Receive, assess, document, and analyze inquiries, requests, grievances, and complaints across all platforms, ensuring accurate and complete records in the monitoring database.

2. Process, respond to, or appropriately refer concerns through the Integrated Grievance Redress Management System (IGRMS), ensuring timely resolution and proper documentation of all actions taken.

3. Maintain and regularly update a unified monitoring matrix/database, including approved standard responses for common concerns, to ensure consistency and efficiency in handling client interactions.

4. Conduct Client Satisfaction Surveys and analyze results to support continuous improvement of service delivery.

5. Perform regular follow-ups with clients to ensure resolution of concerns, gather feedback, and update case status in the database.

6. Prepare and consolidate monthly and quarterly reports on grievance transactions, including analysis of trends, status of tickets, meeting highlights, and client feedback across all platforms.

7. Serve as the designated Focal Person for the Field Office in managing and monitoring all tickets received through the IGRMS, ensuring compliance with prescribed procedures and timelines.

8. Participate in quarterly performance reviews and coordination meetings led by the Public Relations Service, and provide required reports and updates.

9. Perform other related tasks as may be assigned.

EXPECTED OUTPUT

1. Consolidated Quarterly Grievance Reports (including analysis of tickets from all platforms)

2. Updated Unified Monitoring Matrix/Database of all client transactions

3. Documented and resolved IGRMS tickets with complete records and status tracking

4. Client Satisfaction Survey Results and Analysis Reports

REQUIREMENTS TO BE SUBMITTED

1.  Application Letter;

2.  Duly accomplished and notarized Personal Data Sheet (CS Form No. 212 with an attached Work Experience Sheet indicating your previous works);

3.  Transcript of Records and Diploma (Certified photocopies);

4.  Certificate(s) of Trainings/Seminars attended and Employment;

5. Certificate(s) of Board Rating/Professional License/CS Eligibility (if applicable only);

6.  Certification from school for Masteral units earned or completed (if applicable only); and

7.  Individual Performance Commitment and Review Form - Ratings for the last semester of employment for applicants from any government agencies; or Performance Evaluation signed by the supervisor or the HR Head for applicants from any private company/institution; or GMC for new graduates.

NOTE: All requirements will be submitted upon being called for the initial interview. Nonetheless, the Requirement No. 2 (Personal Data Sheet) must be uploaded to the online application form.

Only applications with complete requirements will move on to the next phase of the recruitment process.

All vacant positions shall be open to all qualified applicants regardless of age, gender, civil status, disability, religion, ethnicity, social status, class, political affiliation, or other similar factors/personal circumstances which run counter to the principles of merit and fitness for the job and equal employment opportunity.