MUNICIPAL GOVERNMENT OF SAN

JOSE, CAMARINES SUR

MUNICIPAL DISASTER RISK REDUCTION
AND MANAGEMENT OFFICE

CITIZEN’S CHARTER
1ST EDITION 2023

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 MUNICIPAL DISASTER RISK
REDUCTION AND MANAGEMENT
OFFICE

CITIZEN’S CHARTER
1ST EDITION 2023

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I. Mandate: In view of R.A. 11032 requiring all government agencies to have a
Citizen’s Charter, the different offices under the Authority have worked together
to craft its own Citizen’s Charter with the aim to communicate the service
standards of the external and internal services that we provide to our clients.
Further, we ensure that we need to meet the deadlines that the law has set for
all government agencies and being the Authority, we recognized that no one is
above including ourselves and in no way exempted to what the law mandates.
Under Section 17 of R.A. 11032 or the Ease of Doing Business and Efficient
Government Service Delivery Act of 2018, the Anti-Red Tape Authority shall be
created to ensure the attainment of the objectives of the said Act which will be
attached to the Office of the President and be responsible for the following:
(a) Implement and oversee a national policy on anti-red tape and ease of doing
business;
(b) Implement various ease of doing business and anti-red tape reform
initiatives aimed at improving the ranking of the Philippines;
(c) Monitor and evaluate the compliance of agencies covered under Section 3 of
this Act, and issue notice of warning to erring and/or noncomplying government
employees or officials;
(d) Initiate investigation, motu proprio or upon receipt of a complaint, refer the
same to the appropriate agency, or file cases for violations of this Act;
(e) Assist complainants in filing necessary cases with the CSC, the Ombudsman
and other appropriate courts, as the case may be;
(f) Recommend policies, processes and systems to improve regulatory
management to increase the productivity, efficiency, and effectiveness of
business permitting and licensing agencies;
(g) Review proposed major regulations of government agencies, using submitted
regulatory impact assessments, subject to proportionality rules to be determined
by the Authority;
(h) Conduct regulatory management training programs to capacitate NGAs and
LGUs to comply with sound regulatory management practices;
(i) Prepare, in consultation with the appropriate agencies, regulatory
management manuals for all government agencies and/or instrumentalities and
LGUs;
(j) Provide technical assistance and advisory opinions in the review of proposed
national or local legislation, regulations or procedures;
(k) Ensure the dissemination of and public access to information on regulatory
management system and changes in laws and regulations relevant to the public
by establishing the Philippine Business Regulations Information System;

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 (l) Enlist the assistance of the CSC, DTI and other government agencies in
the implementation of its powers and functions provided for in this Act; and
(m) Perform such acts as may be necessary to attain the objectives of this Act.

II. Vision: A premier Food Basket and a tourism destination with empowered and peace-
loving San Josenians living in a modern infrastructure and ecologically- adaptive
environment sustained by a fully developed and dynamic economy, and nurtures by God-
centered and Proactive leaders.

III. Mission: The Municipal Government of San Jose shall promote the general
welfare of its people through effective delivery of basic services with a strong
political will full and active multi-sectoral participation development of tourism
and agro-industrial sectors under an atmosphere of peace and sustainable
prosperity.

IV. Service Pledge: The Municipal Government of San Jose through Municipal
Disaster Risk Reduction and Management Office commit to a holistic, effective
and efficient disaster risk reduction and management services through
empowering partner agencies from the provincial level offices down to the
barangays;

Ensuring firm adherence to disaster risk reduction and management protocols and
procedures at all times;

Expeditiously responding to the requests of our clients for disaster prevention,

preparedness and response services to guarantee the safety of our constituents;

Educating the public on disaster awareness by utilizing traditional and

modern technological platforms.

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 LIST OF SERVICES

Page
Head Office
No.

External Services

Processing of Request for Capacity-Building/ Trainings 8

Processing of Request for Capacity-Building Drills and Exercises 9

Emergency Response 11

Provision of Information Education Campaign (IEC) Materials and Other

12
DRRM Information for Research Purposes

Processing the request for hazard and risk assessment 13

Issuance of advisory for Natural and Human-induced Hazards 14

Review Workshop of Barangay DRRM Plan 15

Review of Barangay DRRM Plan and Recommendation for Certification 17

Internal Services

Issuance and Processing of Office Order & Travel Order 20

Processing for Provision of Supplies 21

Processing for Provision of Transport Vehicle & Fuel Services 22

Activation of Emergency Operations Center (EOC) 22

Activation of Incident Management Team (IMT) 24

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MUNICPAL DISASTER RISK
REDUCTION AND
MANAGEMENT OFFICE

EXTERNAL SERVICES

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 1. Processing of Request for Capacity-Building Trainings
This service processes the DRRM capacity-building/ trainings and workshops to all
members of the community, partners and stakeholders. Several Trainings are processed
by the office to make them accessible to the municipalities and their communities, such as
the following:
 Health or Medical Trainings which will need Medical Certificate, advanced
medical trainings will require the Certificate of Completion of Prerequisite
trainings.
 Search and Rescue (SAR) Trainings which will need Medical Certificate,
advanced SAR trainings will require the Certificate of Completion of Prerequisite
trainings.
 Safety Trainings such as the 8-hour Mandatory OSH
 Incident Command System (ICS) & Emergency Operations Center (EOC)
Management Trainings which will need advanced ICS & EOC trainings will
require the Certificate of Completion of Prerequisite trainings.
 Other DRRM-related, DRRM-related Assessment and DRRM Planning Trainings

Office or Division: Municipal Disaster Risk Reduction and Management Office

Classification: Simple
Type of Government to Citizen, Government to Government
Transaction:
Who may avail: Volunteers, Responders, LGUs
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1 Original copy of the Request letter 1. Requisitioning Office/Agency
2. 1 Original copy of Medical 2. Government Physician
Certificate (For SAR & Health 3. Training Facilitator of
trainings) for each participant Prerequisite Training
3. 1 Original copy & 1 photocopy 4. Training Facilitator
of Certificates of Completion for 5. ID Picture from any Media Group
Trainings requiring Prerequisite
trainings for each participant.
4. 1 Original Copy of Participants’
Profile for each participant
5. 2pcs 1x1 ID Picture for
each participant
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Personally Chief,
submit request 1.1 Receipt of Administration
None 5 minutes
letter to request letter and Training
MDRRMO or Division,
send through MDRRMO
online means 1.2 Processing of Head,
(e-mail) request and Training Section,
coordination for None 8 hours Administration
availability of and Training
trainers Division,
MDRRMO
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 1.3 Coordinate with
None 20 minutes
partner agencies
1.4 Identification
of additional
None 15 minutes
Resource
Persons and
Participants
1.5 Sending of
invitation letter
None 5 minutes
through e-mail and
messenger
1.6 Coordinate with
None 5 minutes
the requesting
party
2. Client receives 2.1 Prepare
letter of communication and
None 15 minutes
confirmation send official reply
to the client
1 Day and
TOTAL NONE
1 hour

2. Processing of Request for Capacity-Building Drills and Exercises

This service processes the DRRM capacity-building Drills and Exercises to all
members of the community, partners, and stakeholders.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Highly Technical
Type of Government to Citizen, Government to Government
Transaction:
Who may avail: LGUs, Response Cluster, and DRRM stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1 Original copy of the Invitation/ 1. Primary Facilitating Agency
Request Letter
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Personally Chief, Operations
1.1 Receipt or submit
submit and Warning
of invitation/ None 5 minutes
invitation/ Division,
request letter MDRRMO
request letter
or send 1.2 Processing of Head,
through online invitation/ request Operations
means (e-mail) and coordination Section,
or Receive for availability of None 8 hours Operations and
invitation/ evaluators and Warning Division,
request letter. exercise MDRRMO
management team

1.3 Coordinate with

None 20 minutes
partner agencies

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 1.4 Identification of
additional Resource
Persons and None 15 minutes
Participants
1.5 Sending of
invitation letter
None 5 minutes
through e-mail and
messenger
1.6 Coordinate and
inform the requesting None 5 minutes
party
2.1 Preparation of 2.1 Preparation of
planning and exercise plan &
coordination briefer and
meeting logistics coordination for the None 9 days
logistical
requirements of the
planning and
coordination meetings
3. Client receives 3.1 Prepare
letter of communication and
None 15 minutes
confirmation sends official reply
to the client
4. Attendance to None
4.1 Facilitation and
planning and
documentation of the
coordination 1 hour
planning and
meetings in
coordination meetings
designated venue
5. Preparation of 5.1 Preparation of None
exercise proper revised exercise plan
logistics and & briefer and
5 days
coordination with coordination for the
other participants logistical requirements
of the exercise proper
6. Client receives 6.1 Prepare None
letter of communication and
confirmation for sends official reply 15 minutes
final schedule and to the client for the
Exercise Plan exercise proper
7. Implementation None
7.1 Execute the
of the Exercise
Exercise Plan and
Plan and
facilitation of the 4 days
Participation to the
Exercise Proper in Exercise Proper in
designated venue designated venue
19 Days and
TOTAL NONE 2.5 hours

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3. Emergency Response
This service offers emergency response to individuals who may need immediate response
through augmentation of logistical resources and teams to the respective Municipal LGUs.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Citizen, Government to Government
Transaction:
Who may avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Initial report with basic information 1. Informant (volunteer, MDRRMO)
including picture/ Validate report

FEES
PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS TO
TIME RESPONSIBLE
BE
PAID
1. Call or send 1.1 Interview the client Chief,
SMS to and gather all 5 minutes Operations and
None
MDRRMO necessary Warning Division,
Hotline (0956- information MDRRMO
325-0484) and 1.2 Verify the Head,
(0981-408-9990) information through Warning Section,
the MDRRMO or None 5 minutes
or Operations and
visit the Municipal EOC Warning Division,
office to give 1.3 Coordinate with MDRRMO
None 15 minutes
details about partner agencies
the incident. 1.4 Activation of trained Chief,
personnel for Operations and
deployment, armed None 10 minutes Warning Division,
with necessary tools MDRRMO
and equipment.
1.5 Preparation and
briefing of
None 30 minutes
Emergency Response
Teams
1.6 Monitor the
None 5 minutes
reported incident.
2. Follow-up the 2.1 Update the Head,
actions on reported requesting party on None 5 minutes Operations
emergency and response status. Section,
update the 2.2 Monitoring and Operations and
MDRRMO on feedback of Warning Division,
None 5 minutes
situation of the deployed teams and MDRRMO
incident. status on-
ground
1 hour and
TOTAL NONE
20 minutes

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4. Provision of Information Education Campaign (IEC) Materials
and other DRRM information for research purposes
This service offers the provision of Information Education Campaign Materials for widest
dissemination as well as data than may be used for DRRM-CCA related research.
Office or Division:
Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Citizen, Government to Government
Transaction:
Who may avail: LGUs, DRRM stakeholders, Researchers
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1 Original copy of the Request letter 1. Requisitioning Office/Agency
2. For student research, 1 Original 2. Research Advisor
copy of the Endorsement letter from
Academe signed by the Research
Advisor

FEES TO PROCESSING PERSON

CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE

1. Submit request 1.1 Receipt of None 3 minutes Chief,

letter request letter Administration
and Training
Division,
MDRRMO

1.2 Check availability None 5 minutes Head,

of IEC Materials/ ICT and Media
data and recording Production
of outgoing Section,
materials. Administration
2. Receive 2.1 Issue IEC/ None 3 minutes and Training
materials/ information Division,
information or requested to the MDRRMO and
communication requesting party Head,
or communicate Research Section,
unavailability of Research and
materials/ data Planning Division,
2.2 File received/ None 2 minutes MDRRMO
acknowledgement
receipt copy
NONE 13 minutes
TOTAL

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 5. Processing the request for Hazard and Risk Assessment
This service processes the request for ocular visitation and assessment to critically
identified hazardous areas.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Complex
Type of Transaction: Government to Government
Who may avail: LGUs and DRRM stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1 Original copy of the Request letter 1. Requisitioning Office/Agency
2. 1 Original copy of the 2. MDRRMO/MEO/ Sangguniang Bayan
Endorsement Letter of LGU Requisitioning Office/Agency
3. 1 copy furnish of previous findings
of initial Assessment conducted by
the Municipal Assessment Team

FEES TO PROCESSING PERSON

CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit request letter 1.1 Receipt of None 3 minutes Chief, Research
request letter and Planning
Division,
MDRRMO
1.2 Coordination with None 2 hours Head,
Requesting party Planning Section,
1.3 Assembly and None 1 day Research and
preparation of Planning Division,
Municipal Hazard MDRRMO
and Risk
Assessment Team
1.4 Coordination with None 1 day
available technical
experts locally
2. Client receives 2. Prepares None 15 minutes
letter of communication and
confirmation sends official reply
to the client
3. Assist Provincial 3.1 Conduct of None 2 days
Team to conduct Hazard and Risk
Hazard and Risk Assessment in
assessment in identified location
the identified 3.2 Formulation of None 1 day
location Assessment Report/
After-Activity Report
(AAR)

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 3.3 Copy furnish of None 10 minutes
AAR to concerned
agencies with
Endorsement Letter
and copy furnish of
AAR to Requesting
Party
5 days, 2
TOTAL NONE hours, and 28
minutes

6. Issuance of Advisory for Natural and Human-Induced Hazards

Issuance of public advisory warning and weather updates to the Municipality of San Jose
through social media platforms for fast and widest dissemination.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Citizen, Government to Government
Transaction:
Who may avail: General Public
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. NDRRMC/ RDRRMC Advisories or 1. NDRRMC/ OCD Region V (Bicol)
1 electronic/ original copy of 2. DILG/ DOST-PAGASA Region 5.
Memo DENR-MGB Region 5
2. DILG/DOST-PAGASA or DENR-MGB 3. MDRRMO or Municipal EOCs
Advisories or 1 electronic/ original
copy of Memo
3. 1 original or electronic copy
of Situational Reports
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Inform general 1.1 Receive None 5 minutes Chief,
public on the latest Memorandum and Operations and
advisory through receive and monitor Warning Division,
Public Advisories the issuance of MDRRMO
advisory from
official email
and/or social media
accounts of Issuing
bodies
1.2 Disseminate the None 10 minutes Head,
most recent Warning Section,
advisory through e- Operations and
mail of Local Warning Division,
DRRM Councils MDRRMO
and other
stakeholders, and
official social
media accounts of
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 the
PDRRMO.

2. Issuance and 2.1 Monitor and None 5 minutes

dissemination of the record the
received advisory compliance of
down to BDRRM issued advisory.
Committees
through email or
chat
3. MDRRMO/ 3.1 Gather all None 3 hours
Municipal EOC to reported incidents
gather all reported and submit
incidents and situational reports
submit situational related to issued
reports related to advisory to
issued advisory to Regional DRRMC/
Provincial DRRMC/ EOC.
EOC, personally or
through email or
chat.
3 hours and
TOTAL NONE 20 minutes

7. Review and Workshop for Barangay DRRM Plan

To assist the Barangay LGUs in their compliance for the Barangay DRRM Plan, the MDRRMO
conducts a workshop for the formulation of the plan.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Highly Technical
Type of Government to Government
Transaction:
Who may avail: Municipal DRRM Council
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1 Original copy of Request/ 1. Requisitioning Office/Agency
Invitation Letter for Review 2. Requisitioning Office/Agency
2. Electronic copy of the 3. Requisitioning Office/Agency
Municipal DRRM Plan to be
reviewed
3. Electronic copy of the Annual
Investment Plan corresponding to
the
period of the MDRRMP to be
reviewed
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Request/ 1.1 Receives Request/ None 3 minutes Chief, Research
Invitation Letter Invitation Letter and Planning
Division,
MDRRMO
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 1.2 Processing of None 4 hours Head,
request and Planning Section,
checking the Research and
availability of the Planning Division,
Provincial Review MDRRMO
Team
1.3 Coordination with None 4 hours
the Requesting
Agency
2. Submit the 2.1 Receive the None 10 minutes
MDRRMP with document
Resolution Adopting requirements
the Plan from the 2.2 Send Letter of None 15 minutes
Sangguniang Bayan Invitation to the
and AIP Provincial Review
Team with copy
furnish the Review
Team the submitted
MDRRMP with
Resolution Adopting
the Plan from the
Sangguniang Bayan
and AIP, and
LDRRMP Review
Checklist
2.3 Further None 3 days
coordination with
the Requesting
Agency and
logistical
arrangements for
the Review
3. Participation to 3.1 Conduct and None 4 days Chief,
the MDRRMP facilitation of the Research and
Review Workshop MDRRMP Review Planning,
in designated Workshop in MDRRMO
venue and taking in designated venue
notes of the 3.2 Facilitation of the None 1 day Head,
comments and establishment of Planning Section,
suggestions of the the Municipal Research and
Provincial Review Technical Working Planning,
Team, establish Group, and Ways MDRRMO
Municipal Technical Forward for the
Working Group for MDRRMP Review in
formulation of the designated venue
MDRRMP, and 3.3 Produce After- None 3 days
accomplishment of Activity Report of
Ways Forward for the Review
the Review of the Workshop
formulated Plan
15 days and
TOTAL NONE 28 minutes

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15
8. Review of Barangay DRRM Plan and Recommendation
for Certification
As mandated by the National Disaster Risk Reduction and Management Council
(NDRRMC) Memo 147 s. 2017, Municipal DRRM Plans are to be reviewed by the Provincial
Review Team to ensure that the plans follow the prescribed format and correspond to
their AIPs. These BDRRMPs will be recommended to the MDRRMO / Municipal Review
Team for the release of Certification.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Highly Technical
Type of Government to Government
Transaction:
Who may avail: Barangay DRRM Committee / Barangay SK / Office
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. 1 Original copy of Request/ 1. Requisitioning Office/Agency
Invitation Letter for Review 2. Requisitioning Office/Agency
2. Electronic copy of the 3. Sangguniang Bayan of the
Barangay DRRM Plan/ Requisitioning Office/Agency
BYDRRM Plan to be reviewed 4. Requisitioning Office/Agency
3. Electronic copy of the Resolution
adopting the BDRRM Plan
/BYDRRM Plan to be reviewed
4. Electronic copy of the Annual
Investment Plan corresponding to the
period of the BDRRMP /
BYDRRMP to be reviewed
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Request/ 1.1 Receives Request/ None 3 minutes Acting Chief,
Invitation Letter Invitation Letter Research and
Planning Division,
MDRRMO
1.2 Processing of None 4 hours Head,
request and Planning Section,
checking the Research and
availability of the Planning Division,
Provincial Review MDRRMO
Team
1.3 Coordination with None 4 hours
the Requesting
Agency
2. Submit the 2.1 Receive the None 10 minutes
BDRRMP / BYDRRMP document
with Resolution requirements
Adopting the Plan 2.2 Send Letter of None 1 hour
from the BDRRMC Invitation to the
and AIP Municipal Review
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 Team with copy
furnish the Review
Team the submitted
BDRRMP/ BYDRRMP
with Resolution
Adopting the Plan
from the BDRRMC
and AIP, and
BDRRMP Review
Checklist
2.3 Further None 3 days
coordination with
the Requesting
Agency and
logistical
arrangements for
the Review
3. Participation to 3.1 Conduct and None 1 day Acting Chief,
the BDRRMP facilitation of the Research and
Review in BDRRMP/BYDRRMP Planning,
designated venue Review in MDRRMO
and taking in designated venue
notes of the 3.2 Provision of the None 3 days Head,
comments and consolidated Planning Section,
suggestions of the BDRRMP Review Research and
Municipal Review Checklist from the Planning,
Team Municipal Review MDRRMO
Team
3.3 Submit None 3 days
Recommendation
for Certification to
Municipal
Government of San
Jose through email
or chat with
attached
consolidated
BDRRMP Review
Checklist and
Produce After-
Activity Report of
the
Review
Workshop
11 days and
TOTAL NONE 28 minutes

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MUNICIPAL DISASTER RISK
REDUCTION AND
MANAGEMENT OFFICE

INTERNAL SERVICES

18
1. Issuance and Processing of Office Order & Travel Order
This service ensures provision of essential issuances when a MDRRMO employee
participates in tasks outside of the Headquarters or designated reporting office.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Citizen
Transaction:
Who may avail: MDRRMO Staff
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Request for Office Order/ Travel 1. Requisitioning Division
Order signed by the LCE 2. Facilitating Agency
2. 1 Original copy of the Letter of
Invitation if activity is facilitated
by different agency
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Request 1.1 Receive Request None 3 minutes Acting Chief,
for Office Order/ for Office Order/ Administration
Travel Order and Travel Order and and Training
other requirements other requirements Division,
MDRRMO
1.2 Process the None 1 hour Head,
request, record, Procurement and
and produce the Liaison Services
Office Order/ Section,
Travel Order Administration
1.3 Submit the Office None 3 minutes and Training
Order/ Travel Order Division,
for review and MDRRMO
approval of the LCE

1.4 Submit the Office None 3 minutes

Order/ Travel Order
for review and
approval of the
LCE
1.5 Transmit the None 45 minutes
Office Order/
Travel
Order to the
Liaison Office
2. Receive Request 2.1 Copy furnish HR None Release varies
for Office Order/ Department of upon offices
Travel Order approved involved
Office Order/ Travel
Order
TOTAL NONE 2 hours

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2. Processing for Provision of Supplies
This service ensures provision of essential supplies to ensure accomplishment of the
functions of the MDRRMO.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Citizen
Transaction:
Who may avail: MDRRMO Staff
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Request for Supplies 1. Requisitioning Division
2. 1 Original copy of Requisition 2. General Services and Logistics
and Issue Slip (RIS) Section
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Request 1.1 Receive Request None 3 minutes Chief,
for Supplies for Supplies Administration
and Training
Division,
MDRRMO
1.2 Process the None 20 minutes Head,
request, record, General Services,
and check for Logistics Section,
the Administration
availability of the and Training
requested supplies Division,
1.3 Preparation and None 1 hour MDRRMO
collection of the
supplies

1.4 Release of None 10 minutes

supplies to the
requesting Division

2. Receive 2.1 Copy furnish None 3 minutes

requested supplies requesting staff of
and sign the RIS of the
acknowledgment completed
receipt on the RIS transaction
1 hour and 36
TOTAL NONE minutes

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 3. Processing for Provision of Transport Vehicle & Fuel Services
This service manages the provision of service vehicle for crucial functions of the MDRRMO and
fuel release for the vehicles.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Citizen
Transaction:
Who may avail: MDRRMO Staff
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Request for Vehicle/ Fuel or 1 1. General Services, Logistics and
original copy of letter of request Requisitioning Division
2. 1 photocopy of the Travel Order, if 2. Administration and Training Division
activity is outside Municipality of
San Jose
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Request 1.1 Receive Request None 3 minutes Acting Chief,
for Vehicle/ Fuel for Vehicle/ Fuel Administration
and Training
Division,
MDRRMO
1.2 Process the None 20 minutes Head,
request, record, General Services,
and check for Logistics Section,
the availability of Administration
vehicle and fuel and Training
reserves Division,
1.3 Preparation of None 20 minutes MDRRMO
the vehicle and
designation of
driver
2. Utilize the 2.1 Release of Fuel None 3 minutes
provided vehicle Slip and fueling
and manage the of
service personnel in the vehicle
identified 2.2 Safety Briefing None 10 minutes
destinations of the Safety
Officer prior to
release
TOTAL NONE 1 hour

4. Activation of Emergency Operations Center (EOC)

Processes the activation process for the EOC to accomplish efficient and systematic management
of coordination, reporting, and uniform response efforts for incidents and planned events.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
21
Type of Government to Government, Government to Business
Transaction:
Who may avail: LGUs, DRRM Stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. DILG/DOST-PAGASA or DENR-MGB 1. DILG/ DOST-PAGASA Bicol.
Advisories or 1 electronic/ original DENR-MGB Bicol/ Event
copy of Memo/ 1 electronic or Organizers
photocopy of the Event Schedule 2. NDRRMC/ OCD Bicol/
2. NDRRMC/ RDRRMC Advisories or 1 Facilitating Agency
electronic/ original copy of Order 3. MDRRMO Staff attending the PDRA
or Invitation Letter/ Memo from
facilitating Agency
3. If typhoon, After-Activity Report of
Regional PDRA for Analyst Group
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Invitation 1.1 Receive Invitation None 3 minutes Head,
Letter/ Memo/ Letter/ Memo/ Operations and
Order/ Advisory Order/ Advisory Warning Division,
1.2 Consult the DILG None 15 minutes MDRRMO
Listo Protocol and
activated EPR
Protocol or conduct
coordination
meetings with
event organizers
1.3 Formulate Duty None 20 minutes
Schedule

1.4 Issue an Office None 20 minutes Acting Chief,

Order for the Administration
Activated Personnel and Training
Division,
1.5 Submit the Office None 3 minutes MDRRMO
Order/ Travel Order
for review and
approval of the
MGDH
1.6 Submit the Office None 3 minutes
Order/ Travel Order
for review and
approval of the
MGDH
1.7 Transmit the None 45 minutes
Office Order/
Travel Order to the
Liaison
Office
2. Cater the 2.1 Deployment of None 4 hours Head,
activated personnel activated personnel

22
 for the duration of to the designated Operations and
the incident/event EOC Warning Division,
in designated MDRRMO
locations
TOTAL NONE 6 hours

5. Activation of Incident Management Team (IMT)

Processes the activation process for IMT to accomplish the efficient and systematic management
of resources to carry out set objectives for incidents and planned events.
Office or Division: Municipal Disaster Risk Reduction and Management Office
Classification: Simple
Type of Government to Government, Government to Business
Transaction:
Who may avail: LGUs, DRRM Stakeholders
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. DILG/DOST-PAGASA or DENR-MGB 1. DILG/ DOST-PAGASA
Advisories or 1 electronic/ original CAMARINES SUR. DENR-MGB
copy of Memo/ 1 electronic or REGION V/ Event
photocopy of the Event Schedule Organizers
2. NDRRMC/ RDRRMC Advisories or 1 2. NDRRMC/ OCD Bicol/
electronic/ original copy of Order Facilitating Agency
or Invitation Letter/ Memo from 3. MDRRMO Staff attending the PDRA
facilitating Agency
3. If typhoon, After-Activity Report
of Municipal PDRA for Analyst
Group
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Submit Invitation 1.1 Receive Invitation None 3 minutes Head,
Letter/ Memo/ Letter/ Memo/ Operations and
Order/ Advisory Order/ Advisory Warning Division,
1.2 Conduct ocular None 4 hours MDRRMO
visitation of
incident/event area
coordination
meetings with
partner agencies
and event
organizers
1.3 Recommend None 20 minutes
personnel to be
activated

1.4 Issue an Office None 20 minutes Chief,

Order for the Administration
Activated Personnel

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 1.5 Submit the Office None 3 minutes and Training
Order/ Travel Order Division, MDRRMO
for review and
approval of the
PGADH
1.6 Submit the Office None 3 minutes
Order/ Travel Order
for review and
approval of the
PGDH
1.7 Transmit the None 45 minutes
Office Order/
Travel
Order to the
Liaison Office
2. Cater the 2.1 Deployment of None 4 hours Head,
activated personnel activated personnel Operations and
for the duration of to the designated Warning Division,
the incident/event ICP MDRRMO
in designated
locations
1 day, 1 hour,
TOTAL NONE and 36
minutes

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 FEEDBACK AND COMPLAINTS MECHANISM
How to send feedback If a client for any reason during the course of
securing a particular service may feel that s/he
has not been served as expected, the following
actions are encouraged:

a. Report the unfriendly service and provide

the particulars of the complaint to the
Head of Office. The Head of Office will
then call the attention of the concerned
employee.
b. Fill up the Customer feedback Form (see
Annex A), which may be obtained from the
information desk. Drop the accomplished
CFF in designated suggestion boxes within
the MDRRMO Headquarters and MDRRMO
Liaison Office.

Section (A) may be done personally/ verbally,

through a formal letter, telephone call or through
mail.

If you choose to write a formal letter of

complaint, you may send your letter to:

Municipal Administrators Office

LGU San Jose
San Jose, Camarines Sur

If you chose to air your complaint through

telephone call, please refer to the
telephone/mobile numbers provided in the
MDRRMO Directory (see Annex B) and look for
the office and / or officer concerned;

If you choose to send your complaint through

electronic mail; you may send to concerned
office’s email address. (lgusanjose02@gmail.com)

Comments and suggestions aimed at improving

policies, programs and services are also welcome.
Should you decide to provide personal
information such as your name, address, email
address or telephone number, expect a
25

How feedbacks are processed
How to file a complaint
response from the
concerned office/s informing you of actions taken
to resolve the issue/s raised within 48 hours upon
receipt of your complaints, comments,
suggestions.
Every Friday, the Admin personnel shall open the
drop box and compile and record all feedback
submitted. Feedback requiring answers are
forwarded to the relevant divisions which are
required to answer within three (3) days of the
receipt of the feedback. Answer to the feedback
given is relayed to the client.
Concerned division/s will act upon the feedback
the soonest time possible. Feedbacks received
shall be processed properly and proposed course
of action shall be provided.
The head of each division/s shall see to it that all
feedbacks are checked, reviewed and considered
for any actions or measures for improvement to
be taken upon.
The same as feedbacks, complaints shall be filed
the same way. Either by sending an email, writing
a formal letter, making a personal complaint or
via phone call.
Clients may also answer the client Complaint
Form and drop it at the designated drop box of
the offices.
Please do not forget to include the following
information:
a. Name of person being complained
b. Incident
c. Evidence
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How complaints are Complaints shall be processed by the Admin
processed personnel of MDRRMO. Each complaints are to be
taken with utmost consideration and the division
concerned shall ensure that proper and
appropriate action will be taken.

The Complaints Officer (Admin personnel) opens

the complaints drop box on a daily basis and
evaluates each complaint. Upon evaluation, the
Complaints Officer shall start the investigation

and forward the complaint to the relevant

division for their action/explanation.

The Complaints Officer will create a report after

Contact Information of
CCB, PCC, ARTA
the investigation and shall submit it to the Head
of the Office for appropriate action. The
Complaints Officer will give feedback to the
client.
ARTA: complaints@arta.gov.ph or Telephone
No. 1-ARTA (2782)
PCC: 8889
CCB: 0908-881-6565 (SMS)

Department Address Contact Information

09563250484
MDRRMO HOTLINE MDRRMO Headquarters
09814089990

MDRRMO Head 09165927526

MDRRMO Headquarters
09985529146

Administration and Training 09814618564

MDRRMO Headquarters
Division

Research and Planning 0951744214

MDRRMO Headquarters
Division

Operations and Warning 09105205722

MDRRMO Headquarters
Division
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