MANUAL OF OPERATIONS

PROVINCIAL TOURISM, INVESTMENT AND ENTERPRISE DEVELOPMENT OFFICE

Control No. PTIEDO/MOP-00-180305

Manual of Operations PTIEDO

Vision

Oriental Mindoro as an agri-eco-tourism destination of choice and center for investment

Mission

The Provincial Tourism, Investment and Enterprise Development Office is committed to the development of
competitive local tourism industry, business environment and enterprises.

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GOALS AND OBJECTIVES

1. To implement the Tourism Master Plan;

2. To increase tourist arrivals and spending in the province;
3. To ensure that provincial and municipal policies support a strong, self-reliant, profitable and innovative
tourism industry;
4. To increase local and foreign investments;
5. To guarantee the adoption of the Oriental Mindoro Investment Code by all the lower LGUs;
6. To warrant proper implementation of public-private partnership for the people (PPPP) contracts in the
province;
7. To develop and improve productivity of local enterprise; and
8. To empower the cooperatives to enhance their viability as an economic enterprise.

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 ORGANIZATIONAL CHART

PROVINCIAL TOURISM, INVESTMENT, & INTERPRISE DEVELOPMENT OFFICER

ADMINISTRATIVE SECTION
Administrative Officer IV/SG - 15
Administrative Aid IV (Comm. Eqpt Operator)/SG - 4
Administrative Aid IV (Clerk II)/SG - 4
Administrative Aid I (UW I)/SG - 1

TOURISM DEVELOPMENT AND INVESTMENT ENTERPRISE DEVELOPMENT DIVISION

PROMOTION DIVISION PROMOTION DIVISION
Supervising Tourism Operations Officer/SG - 22 Economist IV/SG - 22 Development Management Officer IV/SG – 22
Senior Tourism Operations Officer/SG - 18 Economist II/SG - 15 Development Management Officer III/ SG - 18
Tourism Operations Officer II/SG - 15 Economist I/SG - 11 Community Affairs Officer/SG - 15
Tourism Operations Officer I/SG - 11 Economic Researcher/SG - 9 Project Development Officer I/SG - 11
Tourism Operations Assistant/SG – 7
Administrative Aide IV/SG - 4
Tourism Operations Assistant/SG - 7
Administrative Assistant (Photographer II)/SG - 7
Manual of Operations PTIEDO

Organizational Mandates and Responsibilities

Mandate of the Department:

Tourism, investment and enterprise development and promotions

Position Title/Salary Grade: Provincial Tourism, Investment and Enterprise Development Officer/SG 26

Job Description:

Management of tourism, investment and enterprise development and promotional programs, projects and activities in
the province

Duties and Responsibilities:

1. Identifies, formulates and/or develops plans and strategies for the efficient and effective delivery of
tourism, investment and enterprise development services (30%)
2. Superintends implementation of PGOrM programs and projects for tourism, investment and enterprise
development in all lower LGUs (25%);
3. Establishes network and linkages/partnerships with other agencies, groups and individuals to pursue
tourism, investment and enterprise development and promotion in the province (20%);
4. Manages the implementation of technical and financial tourism, investment and enterprise development
programs and services by national and regional offices for the province (10%);
5. Facilitates/takes active part in assemblies of government councils, leagues and other locally-created
bodies to check their functionality and contribution in empowering the tourism, investment and enterprise
development stakeholders (10%); and
6. Does other related tasks (5%).

Division : Administrative Division

Mandate of the Division:

Administration of general and support services

Position Title/Salary Grade: Administrative Officer IV/SG 15

Job Description:

Administration and management of general and support services and participation in the formulation of office policies,
plans and programs

Duties and Responsibilities:

1. Supervises the activities of the section and conducts performance evaluation of staff (25%);
2. Prepares the reports of the section and consolidates reports of all divisions (15%);
3. Reviews all financial and administrative documents for approval of the DH (15%);
4. Consolidates the department’s annual investment plan and budget proposal for approval of the
Department Head (15%);

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5. Reviews incoming communications and forwards the same to the DH for marginal note and effects
transmittal to concerned employees (5%);
6. Disseminates and monitors implementation of and adherence to directives of the Provincial Governor
(5%);
7. Drafts correspondences for approval of the DH (5%);
8. Arranges regular staff meetings and other meetings initiated by the DH and prepares/reviews the minutes
of the same (5%);
9. Monitors and controls allotment and expenditures of the department (5%); and
10. Does other related tasks (5%).

Division: Administrative Division

Position Title/Salary Grade: Administrative Aide IV/SG 4

Job Description:

Provision of assistance in the management of records, supplies and procurement

Duties and Responsibilities:

1. Reconciles allotments and disbursements (35%);

2. Prepares office documents for review of the section head (30%):
3. Receives/transmits and records incoming/outgoing documents (15%);
4. Distributes allotted equipment, supplies and other materials (10%);
5. Conducts inventories and prepares corresponding reports (5%); and
6. Does other related tasks (5%).

Division : Administrative Division

Position Title/Salary Grade: Administrative Aide IV/SG 4

Job Description:

Provision of assistance in the management of records, supplies and procurement

Duties and Responsibilities:

1. Records and maintains personnel files (25%);

2. Acts as property custodian (15%)
3. Distributes allotted equipment, supplies and other materials (15%);
4. Receives/transmits and records incoming/outgoing documents (15%);
5. Conducts inventories and prepares corresponding reports (10%);
6. Reconciles allotments and disbursements (10%);
7. Prepares office documents for review of the section head (5%): and
8. Does other related tasks (5%).

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Division : Administrative Division

Position Title/Salary Grade: Administrative Aide I/SG 1

Job Description:

Provision of messenger services and upkeep of work environment

Duties and Responsibilities:

1. Maintains cleanliness and orderliness of the office and its vicinity (40%);
2. Assists in the receipt/transmittal and recording of incoming/outgoing documents (40%);
3. Monitors and maintains the use of office utilities (15%); and
4. Does other related tasks (5%)

Division : Tourism Development and Promotions

Mandate of the Division:

Tourism development and promotions

Position Title / Salary Grade: Supervising Tourism Operations Officer/SG 22

Job Description:

Supervision of development planning, database development, marketing and promotions and institutional
development.

Duties and Responsibilities:

1. Supervises the activities of the division and conducts performance evaluation of staff (40%);
2. Administers planning to pursue the holistic development of all components of the tourism program in the
province (20%);
3. Monitors the incorporation of programs, projects and activities specified in the Provincial Tourism Master
Plan in all lower LGUs (20%);
4. Provides support in establishing networks and linkages and maintains effective communication with
various stakeholders to fill the need for appropriate strategies for potential investment development areas
and for establishment of public-private partnerships (10%);
5. Does other related tasks (5%).

Position Title/Salary Grade: Senior Tourism Operations Officer/SG 18

Job Description:

Implementation of tourism development planning and statistics

Duties and Responsibilities:

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1. Monitors and evaluates tourism plans, program/training designs and other related planning and budgetary
documents and offers recommendations if needed (25%);
2. Oversees tourism product development projects and activities in all the clusters (25%);
3. Supervises efficient collection and assessment of tourism statistics (15%);
4. Assists in establishing networks, linkages and partnerships with public and private tourism stakeholders to
develop and sustain tourism development of the province (15%);
5. Facilitates the provision of technical assistance to tourism stakeholders to enhance their enhance
capabilities (10%);
6. Participates in/facilitates the conduct of tourism development and/or statistics related
fora/conferences/seminars and trainings (5%); and
7. Does other related tasks (5%).

Position Title/Salary Grade: Tourism Operations Officer II/SG 15

Job Description:

Facilitation of marketing and promotion of tourism products

Duties and Responsibilities:

1. Markets and promotes tourism products, sites and events within and outside the province (35%);
2. Handles the production and distribution of tourism marketing paraphernalia (20%);
3. Prepares program/activity designs for marketing and promotions of tourism products and submits the
same for review of the STOO and approval of the PTIEDO (15%);
4. Provides assistance in the establishment of networks, linkages and partnerships with public and private
tourism stakeholders to develop an integrated marketing and promotional campaign for the province
(15%);
5. Assist in the implementation of tourism development programs and projects (10%); and
6. Does other related tasks (5%).

Position Title/Salary Grade: Tourism Operations Officer I/SG 11

Job Description:

Provision of institutional development support

Duties and Responsibilities:

1. Prepares institutional development plans and programs to capacitate tourism stakeholders in the province
(25%);
2. Facilitates trainings and provision of other forms of technical and logistical assistance in all lower LGUs in
the province (25%);
3. Provides technical assistance to accommodation establishments and other tourism service providers for
DOT accreditation (20%);
4. Provides assistance in the establishment of networks, linkages and partnerships with public and private
5. tourism stakeholders to efficiently manage tourism service providers (15%); and
6. Assists in the implementation of tourism development programs and projects (10%);

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7. Does other related tasks (5%).

Position Title/Salary Grade: Tourism Operations Assistant I/SG 7

Job Description:

Assistance in the provision of institutional development

Duties and Responsibilities:

1. Conducts regular monitoring of accommodation establishments and other tourism service providers
(20%);
2. Assists in the drafting of project/activity/training designs and training schedules (15%);
3. Validates, evaluates request for trainings and provides technical/logistical assistance and coordinates with
the requesting party (15%);
4. Spearheads preparations for the conduct of approved trainings and provision of other forms of technical
and logistical assistance in all lower LGUs in the province (15%);
5. Assist in the conduct of trainings and provides technical/logistical assistance (15%)
6. Assists in the establishment of networks, linkages and partnerships with public and private tourism
stakeholders to efficiently manage tourism service providers (10%); and
7. Does other related tasks (10%).

Position Title/Salary Grade: Tourism Operations Assistant I/SG 7

Job Description:

Assistance in the facilitation of tourism marketing and promotions

Duties and Responsibilities:

1. Assists in marketing and promotion of tourism products, sites and events within and outside the province
2. (15%);
3. Assists in the conduct of promotional activities and tourism-related events of the province (15%);
4. Assists in the preparation of tourism plans, program/activity designs and other related planning and
budgetary documents (15%);
5. Assists in the preparation and implementation of tourism marketing plans and programs (15%)
6. Assist in the implementation of tourism development programs and projects (15%);
7. Assists in the establishment of networks, linkages and partnerships with public and private tourism
stakeholders to develop an integrated marketing and promotional campaign for the province (10%);
8. Facilitates programs and projects involving OFWs in the development of tourism in the province (10%);
and
9. Does other related tasks (5%).

Position Title/Salary Grade: Admin. Assistant (Photographer II)/SG 7

Job Description:

Documentation of Tourism Programs, Projects and Activities

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Duties and Responsibilities:

1. Documents all tourism-related activities and prepares presentations of such (60%);

2. Edits/Plots clips/photos/images and special video documentaries/infomercials relative to PTIEDO (10%);
3. Renders technical assistance to various clients by providing inputs and information regarding tourism
programs, projects and activities (10%)
4. Gathers information materials necessary in relation to tourism (10%);
5. Upload photo/video releases thru social media (5%); and
6. Does other related tasks (5%).

Division: Investment Promotions

Mandate of the Division:

Investment promotion

Position Title/Salary Grade: Economist IV/SG 22

Job Description:

Supervision of investment promotion programs/services

Duties and Responsibilities:

1. Supervises the activities of the division and conducts performance evaluation of staff (40%);
2. Prepares a comprehensive plan on investment promotions and marketing of the province as well as
appropriate assistance and incentive packages for potential investors (25%);
3. Organizes/conducts/participates in investment missions, exhibits, fora and other investment and
economic promotion activities to attract prospective investor/s (20%);
4. Provides support in establishing networks and linkages and maintains effective communication with
various stakeholders to fill the need for appropriate strategies for potential investment development areas
and for establishment of public-private partnerships (10%); and
5. Does other related tasks (5%);

Position Title/Salary Grade: Economist II/SG 15

Job Description:

Facilitation of investment generation and image building

Duties and Responsibilities:

1. Assists in establishing network with key stakeholders including but not limited to industry associations,
chambers of commerce and the academe (25%);
2. Oversees preparation and distribution of investment collaterals including profile of the province,
investment factsheets, cost of doing business and handles social media marketing (20%);

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3. Prepares budgetary requirements, reports including Investment Priority Areas of the lower LGUs, and
other required documents and submits the same to the Division Head for review (20%);
4. Facilitates the operationalization of the Oriental Mindoro Investment Code (15%); and
5. Conducts market intelligence and scouts for/attends events, fairs, conferences that would create
opportunity for investment generation/promotion for the province (15%);
6. Does other related tasks (5%).

Position Title/Salary Grade: Economist I/SG 11

Job Description:

Facilitation of investor servicing and data gathering

Duties and Responsibilities:

1. Provides facilitation services including development of program of activities and organizing site visits to
prospective investors as well as in linking them to other government agencies, assisting them in the
negotiation processes and processing of necessary documents for business operations (40%);
2. Prepares program/project designs on investment generation activities, progress reports and other
required technical documentations (20%);
3. Monitors collection of data and ensures accurate statistical records (20%);
4. Provides after care services to investors by encouraging them to retain investment, undertaking follow-on
investment, and creating greater linkages into the local economy through constant communication with
them (15%); and
5. Does other related tasks (5%).

Position Title/Salary Grade: Economic Researcher/SG 9

Job Description:

Assistance in investment generation and data gathering

Duties and Responsibilities:

1. Establishes, maintains and updates data bank and information system (30%);
2. Conducts research on investment priority areas and potential source of reinvestment, i.e., expansion,
diversification and new projects (25%);
3. Processes and analyzes gathered information and prepares investment packages and incentives (25%);
4. Establishes networks and linkages with concerned agencies for economic-related information (10%);
5. Does other related tasks (10%).

Division: Enterprise Development

Mandate of the Division:

Enterprise development

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Position Title/Salary Grade: Development Management Officer IV/SG 22

Job Description:

Supervision of enterprise development projects and programs in the province

Duties and Responsibilities:

1. Supervises the activities of the division and conducts performance evaluation of staff (40%);
2. Facilitates the provision of technical, logistical and financial assistance to organizations, local enterprises,
community-based rural tourism organizations and/or cooperatives for product enhancement and
promotion (15%);
3. Oversees the conduct of planning and industry analysis including identification of required intervention
(15%);
4. Provides support to in establishing networks and linkages and maintains effective communication with
various stakeholders to fill the need for appropriate strategies for potential investment development areas
and for establishment of public-private partnerships (10%);
5. Ensures the adoption of the Provincial PPP Ordinance (5%)
6. Organizes participation in product promotion and market-matching activities (10%); and
7. Does other related tasks (5%);

Position Title/Salary Grade: Development Management Officer III/SG 18

Job Description:

Facilitation of financing program and Public-Private Partnership (PPP) projects

Duties and Responsibilities:

1. Facilitates and oversees the implementation of the financing program (65%)

2. Provides assistance in ensuring the adoption of the Provincial PPP Ordinance (20%);
3. Assists in establishing linkages with provincial and national agencies, lower LGUs, and other public and
private organizations within and outside the province for proper and effective implementation of enterprise
development programs (10%);
4. Does other related tasks (5%).

Position Title/Salary Grade: Community Affairs Officer II/SG 15

Job Description:

Facilitation of capability building and cooperative development concerns

Duties and Responsibilities:

1. Facilitates the provision of technical and logistical services to organizations, local enterprises, and
community-based rural tourism organizations (60%);
2. Provides technical and logistical assistance to cooperatives in the province (20%);
3. Conducts industry analysis and identifies required intervention and presents the same to the Division
Head for assessment (15%); and

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4. Does other related tasks (5%).

Position Title/Salary Grade: Product Development Officer I/SG 11

Job Description:

Product enhancement and promotion

Duties and Responsibilities:

1. Facilitates the provision of technical and logistical services to organizations, local enterprises, and
community-based rural tourism organizations (40%);
2. Conducts industry analysis and identifies required intervention and presents the same to the Division
Head for assessment (20%);
3. Prepares and disseminates enterprise development brochures and other collaterals (20%);
4. Organizes participation in trade fairs and other market-matching activities (15%); and
5. Does other related tasks (5%).

Position Title/Salary Grade: Administrative Aide IV/SG 4

Job Description:

Management of the Toll Packaging Center (TPC) and provision of administrative support.

Duties and Responsibilities:

1. Assists in the processing of documents related to client requests (25%);

2. Packages and labels products (20%);
3. Conducts regular inventory of equipment (20%);
4. Prepares reports related to the TPC (10%);
5. Assists in the conduct of trainings, participation in trade fairs and other activities (15%);
6. Does other enterprise and administrative-related tasks (10%).

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Processes, Procedures and Work Instructions

Tourism Development and Promotions

1. Provision of financial assistance

2. Provision of logistical assistance
3. Provision of technical assistance

Investment Promotions

1. Provision of technical assistance

Enterprise Development

1. Capacitation of stakeholders through capability building

2. Capacitation of stakeholders through business management trainings
3. Provision of soft loans
4. Management of Toll Packaging Center
a. provision of packaging services
b. provision of labeling services

Tourism Development and Promotions

1. Provision of financial assistance

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive, record and route the document to the concerned staff/office AA IV
2 Record and route the document to the concerned staff/office AA IV/I
3 If the request has been submitted to PTIEDO, endorse request letter to the PTIEDO
Provincial Governor (GO).
4 Receive, record and route the request letter approved by the Provincial AA IV
Governor.
5 Prepare obligation request (ObR) and voucher. AA IV
6 Assess the nature of request TOO
a. Only LGUs (barangay, municipality and city) in the province can be
given financial assistance.
b. Assistance is given only in the conduct of a festival or any tourism-
related activity
7 Prepare documents for processing of the request for assistance. AA IV
8 Monitor the processing of the papers/Follow up documents AA IV
9 Coordinate with the requesting party to claim the financial assistance if TOA
assistance is already available at the Provincial Treasurer’s Office (PTO),
a. Only the authorized representative of the LGU can claim the said
assistance.
b. He must present 2 valid ID’s and copy of the request letter to
PTIEDO.
10 Issue clearance to the authorized representative. TOA
a. To be able to claim the assistance, the authorized representative
must present to the disbursing officer his 2 valid IDs and clearance
from PTIEDO.

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11 Attend the festival/tourism-related event for monitoring and documentation. Sup. TOO/TOO
12 Coordinate with the beneficiary for submission of activity and fund utilization TOO
report.

2. Provision of logistical assistance

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive, record and route the document to the concerned staff/office. AA IV
2 Record and route the document to the concerned staff/office AA IV/I
3 Assess the nature of request Sup. TOO
a. Any group/organization/club operating within the province can avail of
this assistance in the form of provision of meals and snacks, sound
system rental and other forms of logistical assistance as long as
there is still available fund for this purpose.
b. This form of assistance can only be for a festival or any tourism-
related event.
4 If the request has been submitted to PTIEDO, endorse request letter to the PTIEDO
Provincial Governor (GO).
5 Receive, record and route the request letter approved by the Provincial AA IV
Governor.
6 If the request has been approved by the Governor and returned to PTIEDO AA IV
or if it has been submitted to the GO and endorsed to PTIEDO ‘for action’,
prepare obligation request (ObR) and voucher.
7 Prepare documents like purchase order, obligation request, for processing of AA IV
the request for assistance.
8 Monitor the processing of the papers/ Follow up documents AA IV
9 Coordinate with the requesting party to claim the financial assistance if TOA
assistance is already available at the Provincial Treasurer’s Office (PTO),
a. Only the authorized representative of the LGU can claim the said
assistance.
b. He must present 2 valid ID’s and copy of the request letter to
PTIEDO.
10 Issue clearance to the authorized representative. TOA
a. To be able to claim the assistance, the authorized representative
must present to the disbursing officer his 2 valid IDs and clearance
from PTIEDO.
11 Attend the festival/tourism-related event for monitoring and documentation. Sup. TOO
12 Coordinate with the beneficiary for submission of activity and fund utilization TOO
report.

3. Provision of technical assistance

A. Product Development

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive request letter AA IV
2 Record and route the document to the concerned staff/office AA IV/I
3 Assess the nature of request Sen. TOO
a. This assistance can be given for newly-identified and/or existing
tourism products, i.e., sites, events/activities and merchandise.

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b. The request has to be endorsed by the Municipal Tourism Office.

4 Endorse request to the PTIEDO Head Sup. TOO
5 If the request is approved by the Department Head, prepare travel order and AA IV
submit the same to concerned offices
6 Process travel order. AA IV
7 Notify the requesting party of the approval of the said request Sup. TOO/Sen. TOO/TOO
8 Prepare materials needed. TOA
9 Report onsite to the requesting party Sup. TOO/Sen. TOO/TOO
10 Facilitate/assist in the conduct of ocular inspection/site inspection Sup. TOO/Sen. TOO/TOO
11 Prepare a proposed tourism package Sup. TOO/Sen. TOO/TOA
12 Prepare product development report TOO
13 Coordinate with the LGU for the site/product development plans. Sen. TOO
14 Monitor progress product development. Sen. TOO

B. Capacity Development Training

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive, record and route the document to the concerned staff/office AA IV/I
2 Assess the nature of request Sup. TOO
a. Any group/organization/club operating within the province can
request for a training or any capacity development activity as long as
there is fund still available for this purpose.
b. PTIEDO will commission the services of an expert on the field only if
none of the PTIEDO staff has the capacity and competence to
provide the requested assistance. Otherwise, any of the
regular/contractual employees in PTIEDO who has the skills/capacity
will provide the requested technical assistance.
3 Endorse request to the Office of the Governor PTIEDO
4 If the request is approved by the Governor and returned to PTIEDO, prepare Sen. TOO
training/activity/project design and submit the same to concerned offices
5 Process documents (purchase requests, obligation request, voucher) AA IV
6 Coordinate with concerned agencies/invite resource person/s Sen./Sup. TOO/TOA
7 Prepare training materials TOA
8 Discuss implementation plan with the stakeholders Sen. TOO
9 Facilitate/assist in the conduct the approved training Sup/Sen. TOO/TOA
10 Prepare training report TOA
11 Conduct post-training evaluation after six (6) months TOA

Investment Promotion

Investment Counseling and Business matching.

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive request letter from potential investor/Entertain visiting client AA IV
2 Record and route the document to the concerned staff/office AA IV/I
3 Assess the nature of request PTIEDO/Econ. III
a. Investor may have prior request or may be a walk-in client.
b. His interest must be to invest within the province only.
c. Response to the request may be 30 minutes to 15 days depending

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on its nature.
4 Facilitate assistance needed. Econ. IV, III and I

Enterprise Development

1. Capacitation of Stakeholders through Capability Building (Business Management Training/Capability Building)

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive request letter AA IV
2 Record and route the document to the concerned staff/office AA IV/I
3 Assess the nature of the request. CAO III
a. Any group/organization/club/institution operating within the province
can request for a training or any capability building activity as long as
there is fund still available for this purpose.
b. PTIEDO will commission the services of an expert on the field only if
none of the PTIEDO staff has the capacity and competence to
provide the requested assistance. Otherwise, any of the
regular/contractual employees in PTIEDO who has the skills/capacity
will provide the requested technical assistance.
c. The group/organization/club/institution must be have its counterpart in
the funding (venue, meals and snacks, or accommodation of
speakers).
4 Assist in the preparation of training/activity design. CDO II/PDO I
5 Submit design to PPDO and the Governor for approval. CDO II/PDO I
6 Prepare needed obligation requests, vouchers. AA IV
7 Follow up documents. AA IV
8 Discuss implementation plan with the requesting party. DMO IV
9 Facilitate the conduct of the training. CDO II/PDO I
10 Conduct monitoring after three (3) months. DMO III/CDO II/PDO I

2. Provision of soft loans

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive, record and route the document to the concerned staff/office. AA IV
2 Conduct pre-evaluation of request DMO III and CDO II/PDO I
a. The organization must be DOLE registered and operating within the
province.
b. For the organization to qualify for a reavailment, it must have fully
paid its previous loan.
3 Submit an endorsement to the Governor DMO III/IV
4 If approved, assist client in the preparation of documentary requirements. CDO II/PDO I
a. Endorsement from SICAD to the Governor
b. Resolution of officers granting authority to the concerned officials to
sign for and in behalf of the requesting association
c. Resolution of officers requesting loan assistance addressed to the
Governor
d. Project proposal showing the 20% equity of the organization
e. Projected financial statement for three years
f. Approval sheet

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g. Affidavit of the secretary that none of the incorporators is an agent or

related by consanguinity or affinity up to the 4th civil degree to the
officials of PGOrM authorized to process and/or approve the
proposal, the MOA and the release of funds
h. DOLE registration
i. Constitution and By-Laws
j. List of officers and members with corresponding share capital and
membership fee
k. Resolution of officers appointing the aforementioned to the positions
l. USUFRUCT Agreement – The landowner shall allow the organization
to use his/her land according to the purposes intended without cost
m. Certification from barangay chairman that the officers and members
are of good credit standing and character
n. Biodata of officers
o. Annual reports for three years
p. Financial reports for three years
q. SP reaccreditation
r. Certified photocopy of depository account opened
5 If assistance is already available at the Provincial Treasurer’s Office (PTO) DMO IV
coordinate with the requesting party to claim the financial assistance.
a. Only the authorized representative of the LGU can claim the said
assistance.
b. He must present 2 valid ID’s and copy of the request letter to
PTIEDO.
6 Issue clearance to the authorized representative. CDO II/PDO I
a. To be able to claim the assistance, the authorized representative
must present to the disbursing officer his 2 valid IDs and clearance
from PTIEDO.
7 Conduct post-release validation after three months. DMO III
8 Facilitate payment of loan. DMO III/CDO II/PDO I

3. Management of Toll Packaging Center

a. Labelling

STEP ACTIVITY PERSON RESPONSIBLE

1 Ask the client to fill out the order slip and client’s information sheet. AA IV
2 Receive products for labeling. AA IV
3 Take a picture of the product for labeling. AA IV
4 Discuss design with client. AA IV
5 Prepare the label. AA IV
6 Release the finished label. AA IV
7 Record transaction and remarks in the logbook. AA IV

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b. Packaging

STEP ACTIVITY PERSON RESPONSIBLE

1 Receive, record and route request for packaging AA IV
2 Ask the client to fill out the order slip and client’s information sheet. AA IV
3 Have the client slip signed by the Division Head/PTIEDO AA IV
4 Discuss details with client and record in transaction in the logbook AA IV
5 Have the product/s packaged AA IV
6 Release the packaged product AA IV
7 Ask the client to sign in the logbook AA IV

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CLIENT PROTOCOL and OFFICE DECORUM

A. GENERAL POLICIES FOR EMPLOYEES

1. An employee shall, at all times, embody the tenets of public service as stated in the RA 6713, otherwise
known as the “Code of Conduct and Ethical Standards for Public Officials and Employees.”
2. Serve with a smile.
3. Wear the prescribed uniform and ID within the building premises and when discharging official duties
outside the office.
4. Speak courteously.
5. Clarify expectations of all parties when communicating with co-employees.
6. Ensure fellow staff members are aware of your whereabouts at all times.
7. Encourage a culture of positive reinforcement at all levels to foster mutual respect.
8. Share ideas.
9. Maintain openness and honesty without compromising confidentiality.
10. Appointment times shall be met. Otherwise, advise of delay.
11. Adhere to start and finish times for meetings.
12. Respect others’ time.
13. Do what we say we will.
14. Be mindful of cost efficiencies.
15. Provide timely and accurate response.
16. Work towards achieving mutually agreed goals.
17. Provide competent replacement when on leave to maintain the continuum of critical service.
18. Demonstrate flexibility, efficiency, accuracy, organization, leadership and time management.
19. Complete task before progressing if possible.
20. Work environment shall be kept clean & tidy.
21. Public spaces shall have a professional presentation including all vehicles, equipment and machinery.
22. Respect privacy and confidentiality.
23. All equipment used/borrowed shall be returned to designated areas ready for re-use.

B. PERSONNEL – CLIENTELE STANDARDS

1. Greet with a smile.

2. Acknowledge customers as they enter the reception area.
3. Project positive attitude.

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4. Project positive body language and use eye contact.

5. Project positive body language and Listen and acknowledge customer requirements.
6. Use eye contact.
7. Listen and acknowledge customer requirements.
8. Provide an accurate response.
9. Treat the client with respect.
10. Be efficient, effective, empathic and responsive.
11. If unsure of your response, advise customer that you will ask someone who can provide a more accurate
response.
12. If you are responsible for the commitment, adhere to it.
13. Be prompt with counter service.
14. Respect confidentiality and be discreet where appropriate.
15. Ensure that customer is kept informed of the progress of his/her request.
16. Each division is to ensure that staff with expertise is on hand to either deal with customer inquiries of any
type or to refer the matter to the correct personnel.
17. Thank customers where appropriate.

C. TELEPHONE STANDARDS (INCLUDING MOBILE PHONES)

1. All land line phone calls will be answered within 4 rings.

2. Have a smile in your voice.
3. Start conversation by greeting the caller, stating name of Office and name of personnel speaking.
4. Ask questions to identify the essence of the inquiry to ensure call is directed to the person who can
answer the inquiry as soon and as accurately as possible.
5. Messages should be returned same day, if possible. If not, then, within 24 hours.
6. If person is unavailable, just say, “He/she is not available” – don’t elaborate. But ask instead what
message can be relayed, as well as the name and number of the caller so that a return call can be made.
7. Make sure to relay messages of missed calls, and return calls as soon as possible.
8. If caller needs to be put on hold, keep caller informed why he/she has to be put on hold and how long
he/she will have to wait. Ask if caller wishes to call again or be given a return call instead.
9. Officials and personnel with company-issued mobile phones must ensure that they carry them at all times.
10. Acknowledge the caller by name at appropriate intervals throughout the call.
11. For complex queries, the customer is to be directly transferred to the personnel or officer, who can
accurately provide information.

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D. STANDARDS ON WRITTEN COMMUNICATION

1. All letters requiring a response shall be acknowledged within the prescribed period.
2. Confidential employee correspondence shall be distributed in envelopes.
3. All staff shall use pro-form as for written correspondence.

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