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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 | |
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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% | |
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Elderly Services
| Process Senior Citizen Card application |
To issue Senior Citizen Card to applicants within 7 working days upon receipt of the application |
90% | |
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Services for Offenders
| Provide probation service |
Our probation officers will make appointment with you upon referral from court within 5 working days |
95% | |
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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% | |
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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 |
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% | |
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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
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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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