Social Welfare Department
The Government of the Hong Kong Special Administrative Region
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QUALITY AND PROFESSIONAL SERVICE

* Courteous
Active listening and responding to what you say and treating you with respect;
   
* Fair
Providing services fairly, regardless of sex, age, race, religion, economic background or ability;
   
* Confidential
Treating the information you provide in confidence;
   
* Private
Providing separate rooms for interview where facilities permit to respect your right to privacy;
   
* Personal
Giving regard to your special circumstances; and
   
* Prompt
Processing your requests as expeditiously as possible.

 
Service Standard response time Performance target

* Family and Child Welfare

Provide family casework service Our caseworkers will make their first contact with you within 10 working days to arrange appointment with you upon your request for casework service 95%
Arrange adoption placement for children Our adoption caseworkers will place children suitable for local adoption into their adoptive homes within 3 months 90%
Process charitable trust fund application Notify you of the application results within 7 working days upon receipt of all relevant supporting documents 95%

* Elderly Services

Process Senior Citizen Card application To issue Senior Citizen Card to applicants within 7 working days upon receipt of the application 90%

* Services for Offenders

Provide probation service Our probation officers will make appointment with you upon referral from court within 5 working days 95%

* Medical Social Services

Provide medical social services Our medical social workers will make their first appointment with you within 10 working days upon your request for our services 95%
Issue waiver of medical charges Our medical social workers will arrange within 30 minutes the waiver of medical charges not exceeding $7,000 per application for eligible cases upon receipt of application and all the necessary supporting documents 95%

* Social Security

Process Comprehensive Social Security Assistance (CSSA) Payment To issue payment to successful new CSSA applications within 7 working days after completion of investigation 95%
Handle Portable Comprehensive Social Security Assistance (PCSSA) Application To make their first contact with PCSSA applicants within 7 working days 95%
Process Traffic Accident Victims Assistance (TAVA) Application To issue payment to successful new TAVA applications within 7 working days after completion of investigation 95%
Report suspected fraud cases through Special hotline To handle telephone reports on suspected fraud cases within 2 working days 100%

* General

Attend to customers turning up at our service units Attend to customers by counter staff within 10 minutes 95%
Change in the purpose of data use Contact the customers concerned for their consent within 3 working days 100%
If unfortunately something goes wrong, investigate, explain, apologise and put things right To send apology to customers when something is confirmed to be wrong 100%

MONITORING OF PERFORMANCE

The Director of Social Welfare will monitor the effectiveness of these performance pledges.


ENQUIRIES AND FEEDBACK

 

We welcome your enquiries and suggestions on the way our services are delivered.  Please write to us at

Social Welfare Department
8th floor, Wu Chung House
213 Queen's Road East
Wan Chai, Hong Kong

Call our hotline at 2343 2255 or send us an email at swdenq@swd.gov.hk

 

 

 

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