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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 (1 Apr 2021 to 31 Mar 2022) |
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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% |
98% |
| 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% |
98.66% |
| 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% |
99.21% |
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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% |
99.90% |
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Services for Offenders
| Provide services for offenders |
To make first contact with the service user within 5 working days upon receiving court referral |
95% |
98.10% |
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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 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% |
| Receive report on suspected fraud cases through Report Fraud 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% |
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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% |
98.78% |
| 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% |
98.21% |
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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%
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| 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% |
99.20% |
| 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 |
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 |
95% |
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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