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Social Welfare Department The Government of the Hong Kong Special Administrative RegionBrand Hong Kong
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- Performance Pledge


QUALITY AND PROFESSIONAL SERVICE
 
$d Courteous
Active listening and responding to what you say and treating you with respect;
   
$d Fair
Providing services fairly, regardless of sex, age, race, religion, economic background or ability;
   
$d Confidential
Treating the information you provide in confidence;
   
$d Private
Providing separate rooms for interview where facilities permit to respect your right to privacy;
   
$d Personal
Giving regard to your special circumstances; and
   
$d Prompt
Processing your requests as expeditiously as possible.
 
 
Service Standard Response Time Performance Target Achievement Rate (Apr 2017 to Mar 2018)
 
$d Family and Child Welfare Services
 
Arrange adoption placement for children To place children suitable for local adoption into their adoptive homes within 3 months 90% 90%
Provide family casework service To make first contact with the service user/related person within 10 working days upon request for family casework service 95% 97.8%
Process charitable trust fund application To notify the applicant of the application results within 7 working days upon receipt of all relevant supporting documents 95% 98.9%
 
$d Elderly Services
 
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%
 
$d Services for Offenders
 
Provide services for offenders To make first contact with the service user within 5 working days upon receiving court referral 95% 97.8%

 

   
$d 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 authorization 95% 99%
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 authorization 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% 98%
 
$d Medical Social Services
 
Provide medical social services To make first contact with the service user/related person within 10 working days upon request for medical social services 95% 98.8%
Process charitable trust fund application To notify the applicant of the application results within 7 working days upon receipt of all relevant supporting documents 95% 99.6%

 

$d Licensing and Regulation
 
Process application for licence/renewal of licence for residential care home for the elderly (RCHE) To acknowledge receipt of application for licence/renewal of licence for RCHE, and request the applicant to submit missing document, if any, within 3 working days after receiving the application 95% 100%
Process application for licence/renewal of licence /renewal of certificate of exemption for residential care home for persons with disabilities (RCHD) To acknowledge receipt of application for licence/renewal of licence/renewal of certificate of exemption for RCHD, and request the applicant to submit missing document, if any, within 3 working days after receiving the application 95% 100%
 
Process application for registration as a Health Worker for RCHE/RCHD To acknowledge receipt of application for registration as Health Worker for RCHE/RCHD within 3 working days after receiving the application 95% 100%
Process application for licence /renewal of licence /renewal of certificate of exemption for Drug Dependent Persons Treatment and Rehabilitation Centres (DTRC) To acknowledge receipt of application for licence/renewal of licence/renewal of certificate of exemption for DTRC, and request the applicant to submit missing document, if any, within 3 working days after receiving the application (from May 2017) 95% 100%
Process application for registration/re-registration of a child care centre (CCC) To acknowledge receipt of application for registration/re-registration of a CCC, and request the applicant to submit missing document, if any, within 3 working days after receiving the application (from May 2017) 95% 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

 

 

$d