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QUALITY AND PROFESSIONAL SERVICE
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Courteous
Active listening and responding to what you say and treating you with respect; |
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Fair
Providing services fairly, regardless of sex, age, race, religion, economic background or ability; |
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Confidential
Treating the information you provide in confidence; |
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Private
Providing separate rooms for interview where facilities permit to respect your right to privacy; |
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Personal
Giving regard to your special circumstances; and |
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Prompt
Processing your requests as expeditiously as possible. |
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| Service |
Standard Response Time |
Performance Target |
Achievement Rate (Apr 2010 to Mar 2011) | |
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Family and Child Welfare Services
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Arrange adoption placement for children |
To place children suitable for local adoption into their adoptive homes within 3 months |
90% |
100% |
| Process application for registration of a child care centre |
To direct prospective operator’s application for certification to the Director of Fire Services and the Director of Housing/Buildings/ Architectural Services within 7 working days upon receipt of the completed application forms and preliminarily agreed layout plans |
95% |
100% | |
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Elderly Services
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Process Senior Citizen Card application |
To issue Senior Citizen Card to eligible applicants within 7 working days upon receipt of the application, all necessary supporting documents and their photos |
95% |
100% |
| Process application for licence/renewal of licence to operate a residential care home for the elderly (RCHE) |
To acknowledge receipt of application for licence/renewal of licence for RCHE, and request them to submit missing document, if any, within 3 working days after receiving the application |
95% |
100% |
| Process application for registration as a Health Worker |
To acknowledge receipt of application for registration as Health Worker within 3 working days after receiving the application |
95% |
100% | |
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Services for Drug Abusers
| Inspect Drug Dependent Persons Treatment and Rehabilitation Centres (DTRCs) |
To inspect DTRCs under Certificate of Exemption 3 times a year |
95% |
100% |
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To inspect DTRCs under licence 2 times a year |
95% |
100% |
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To issue advisory letter to DTRCs on items requiring improvement within 14 calendar days after every inspection |
95% |
100% | |
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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 and authourization |
95% |
98% |
| Handle Portable Comprehensive Social Security Assistance (PCSSA) application |
To make first contact with PCSSA applicants within 7 working days to process their application |
95% |
100% |
| Process Traffic Accident Victims Assistance (TAVA) application |
To issue payment to successful TAVA applications within 7 working days after completion of investigation and authourization |
95% |
100% |
| Report suspected fraud cases through special hotline |
To handle telephone reports on suspected fraud cases within 2 working days |
100% |
100% |
| Attend to customers turning up at social security field units |
To attend to service users by counter staff within 10 minutes |
95% |
97% | |
MONITORING OF PERFORMANCE
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The Director of Social Welfare will monitor the effectiveness of these performance pledges. |
ENQUIRIES AND FEEDBACK
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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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