In line with the directive of President Rodrigo Duterte to ensure timely delivery of government services, Labor and Employment Secretary Silvestre H. Bello III issued Administrative Order No. 409, Series of 2016 directing all heads of DOLE’s attached agencies, regional offices, and Philippine Overseas Labor Offices (POLOs) to set-up their respective 24/7 DOLE Hotline Call Services.


The hotline aims to provide immediate response to all workers in crisis and emergency situations, and to provide them relief from unsafe, unhealthy, and unjust conditions of work.


The hotline will also cater to victims of illegal recruitment and trafficking-in-persons; separated workers claiming unpaid wages and benefits; workers engaged in temporary or atypical work arrangements not in accordance with existing labor laws and regulations; and local and overseas workers claiming social and health insurance benefits within the jurisdiction of DOLE agencies.


The 24/7 Hotline Services will also assist workers who are inquiring about applicable wages and wage related benefits, such as minimum wages, overtime pay, holiday pay, and similar concerns; and workers with cases filed in DOLE offices, attached agencies, and POLOs claiming unpaid wages and benefits.


Through the administrative order, Secretary Bello further directed all heads of agencies and offices to submit their implementation plan which shall include the purpose, protocol, recording and tracking system, list of personnel, name of person-in-charge, and phone numbers dedicated to the hotline call services.


The hotline call services shall be simultaneously launched by 15 August 2016.


After three months, the implementation of the hotline services by the agencies and offices shall be evaluated. Based on the findings of the evaluation, a standardized, fully integrated, and accessible 24/7 DOLE information and emergency dispatch system for labor and employment related concerns of workers shall be designed and implemented.


The DOLE’s Internal Audit Service shall lead in the development of the computerized tracking system which will include a standard recording format and reference coding system.


The DOLE’s Human Resource Development Service (HRDS), meanwhile, shall lead in the development and implementation of a continuing training program for all hotline call assistants, officers, and coordinators based on feedback on the human resource needs of implementing agencies and offices.


END/Thea Majan

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